Grand Bay Hotel San Francisco, Redwood City CA

Staff is xenophobic. I made a hotel reservation for a conference in the bay area. I did not have my passport with me because I sent it out for a visa application to Europe. When I called in about my situation, the front desk was extremely rude. They asked "where are you from if you don't have a passport? ". Wouldn't let me finish my sentence or listen to my question either. Will not stay with them again for such horrible service.

Hello! This hotel was great, me and my bf stayed here for my bday weekend (first time coming here) and it was great, there was a problem with my booking at first but everyone at front desk was great help, lobby was nice & fancy looking, bar was great service, the room was super nice great view, bed was nice and soft, location was nice & quiet, only problem we had was the shower it was nice but wasn’t enough water pressure in the shower head, but other than that great vibes, great views. DEFINITELY recommend & coming back!

Yeah I cheated on my girlfriend once again here and she was able to get my information and found out I was here besides it popping up and asking me to rate it! BUSTED

Great place to rest. After a good day of work. Staff. At 5th floor. Really. Friendly (Mrs Judith)

When I made a reservation, I asked for a silent room in a high floor. They put me in 3rd floor, which is a pet floor. A dog in the nearby room kept barking and it disturbed me a lot. I don't recommend this hotel

Attended a wedding here. Rooms were good, location outdoors near the water is also pretty pleasant. Halls are big and spacious for a good event.

The rooms are old and dusty, the service was perfect however! This means everything to me but the hotel gives off the old school Hollywood vibe just needs a tad bit of an update in rooms.

Checked in with Naomi, she is very welcoming and polite, had me checked in very quick and very responsive and attentive!

If hotels can update their daily rate instantly on travel sites, how come they can't update their parking fee and other charges upfront before people even book it on those travel booking websites? I absolutely hate it when there are unexpected charges. After the pandemic, the service industry in the states is getting less transparent and tricky. You see a $90 daily rate on the website and you walk out of the hotel with $176 less money in your pocket. Do they think American not know $176 is almost twice of $90? What can I say? Business men utilize the weakness of math education in US?

I recently stayed at The Grand Bay Hotel in San Francisco, located in Redwood City, CA. Let me start by saying that the hotel itself is absolutely stunning and boasts a great location. Everything appears to be brand new and visually pleasing. However, I must express my disappointment with the lack of proper training provided to the staff.

Throughout my stay, I couldn't help but notice that the behavior of the staff, including their smiles, felt insincere and artificial. It's disheartening to witness such a beautiful place fall short when it comes to training their employees on how to provide genuine and attentive service. This issue seemed to persist across various areas, from the front desk to the majority of the waitstaff.

To add to my frustration, at the end of our stay, we were unexpectedly charged $90 for three nights of parking. When we questioned this charge, the response we received was that one of the employees must have informed us about it. Unfortunately, we decided to pay without further complaint due to time constraints, but the fact that they didn't even consider waiving the charge was disappointing. Their response was simply an apology without any effort to rectify the situation.

I requested some form of proof to validate the charge, but they were unable to provide any documentation. I even asked if they had recorded the parking fee on the card that needed to be placed on the dashboard, but there was no information regarding the nightly parking fee there either.

Overall, based on my experience, I cannot recommend staying at The Grand Bay Hotel unless they make significant improvements in training their entire staff. It's a shame to see such a beautiful property marred by the lack of attentive and well-trained employees.

This hotel deserves -5 stars!

Wow, what an experience. Everyone was just stuck in this hotel due to "elevator testing and maintenance" that lasted two hours! We were not given a notice in advance & there was no other way to get to the lobby other than taking the stairs. I was on the top floor (9th floor) with a 3 year old and all my bags, I was told by the front desk to "take the stairs" multiple times even though I told them I had a toddler with me! I cannot believe how rude, condescending and unprofessional the staff at this hotel is.

Oh, and when I complained I was offered $40 off. Eventually after going back and forth with the rude manager, Jazz, who was constantly talking over me and cutting me off I was finally offered a somewhat appropriate compensation.

I would never stay at this hotel again and would never recommend anyone to stay here.

**UPDATE AFTER READING OTHER REVIEWS ON HERE - Apparently the plumbing has been an issue for a while now smh! Shame on y'all for continuing to rent out rooms KNOWING there's an issue. Another common complaint is their customer service, which doesn't surprise me at all.

DO YOURSELF A FAVOR AND BOOK SOMEWHERE ELSE UNLESS YOU ENJOY STANDING IN DIRTY SHOWER WATER AND DEALING WITH EMPLOYESS WITH ZERO CUSTOMER SERVICE

Original review:

My real rating would be -10000000000000000000000 stars out of 5 stars but the lowest I can rate it is 1 star.

My check-in was fine, I'd give that process at 3/5. The nightmare was in the room itself and my checkout process.

The drain in the bathtub was backed up and did not completely drain the tub until after about two hours or so. Having to stand in dirty shower water, that was higher than my ankle, is incredibly disgusting.

As I stood in that dirty shower water, I was debating if I should ask to be moved to another room. After an exhausting week, emotionally and mentally due to a family funeral, all I wanted to do was shower and sleep. Thankfully I only stayed for one night.

Oh, I also forgot to mention how 3 of the 4 pillows HAD SOME TYPE OF STAIN ON THEM! They were super comfortable, in fact, I'd love to know where yall got them lol

Now to the checkout process. I have almost two decades of experience in customer service. When I mentioned to the women at the front desk about the drain and pillows, NOT ONCE DID SHE APOLOGIZE OR OFFER ANYTHING FOR THE INCONVENIENCE. Even if she couldn't do anything for me, at least acknowledge the situation instead of just writing me off. All she said was something about letting someone know.

I would neverrrrrrrrrrrrrrrrr, ever recommend anyone to stay here. It's hard not to wonder if I would have gotten better treatment if I was a different color. Just a terrible experience all around. Luckily I stayed at another big hotel, that starts with an M and ends with a T, a majority of the time and only stayed at Grand Bay one night.

I wish I could have left a better review, I really do. Hopefully this review helps another person not make the same mistake I did.

My little brother and I stayed at the hotel Friday through Monday and hiked/traveled during the day. The room itself was clean and had a great view of the lagoon. Though I think you guys should check out the plumbing or find a different use for room 925. There was intermittent thumping coming from our bathroom throughout the day and night and we couldn’t sleep most of the weekend because of it. The premiere suite was nice looking, but we were a little shocked at the pool area being so small- then looking back I realized the photo is from an odd angle. Could see some people using the hotel for a work trip maybe (different room), but would not use for a vacation because of the location and lack of amenities. All the staff we spoke with were polite and straight to the point.

I booked a non-smoking room but can smell cigarettes. $30/night for parking is absolutely disgusting.

Parking $30 overnight. Front desk person was nice. Gym is nice. Pool is nice. The room is spacious. Mini fridge available. Two out of three elevators working. The view is amazing. Nice deep tub with shower BUT the tub.had nasty dirt like no one cleaned it and hair all over the walls. This is an automatic NO. I had to scrub it with a towel and it only got 90% of it out. They did not clean this bathroom properly. Photo of the tub is after I washed the dirt down.