Extended Stay America Suites - San Francisco - San Mateo - SFO

I've avoided this property because of negative experiences in the past. I imagined that after some years, things might have improved. They have not. Waited for 20 minutes at reception at 9pm with no contact or personnel. Sign read "Be right back! Call this number if staff is needed." Phone rang and rang until a fax machine picked up. Other guests wandered in, waitied around for a few minutes, then left. Upon exiting a door clearly marked "Employee Break Room", Maria asserted "I'll be right with you." Zero acknowledgement of long, unexplained, frustrating wait after a very long day of travel. Having remembered a poor experience in the past, I politely asked not to be placed in the same room where hotel guests gathered to smoke outside. I was told "There is no smoking on this property." When I informed her that I was aware of the policy, but also aware of the tendency of the guests, she asserted "We have already assigned your room, and we're pretty full." The room I was assigned was at the back corner of the hotel, and felt like a converted maintenance room. It was steps away from where a group had indeed gathered to smoke and drink, and there was a 1/4 inch gap between the door and the bottom frame, inviting smoke, highway noise and bugs to enter the small room. Unacceptable under any circumstances. I returned to the lobby and informed the attendant, who begrudgingly put me in a room that WAS acceptable, clearly vacant from the beginning. I got the distinct feeling that I, the polite and understanding customer, was being punished for interrupting an understaffed employee's nap. Fool me twice, shame on me.

Needed a room for one night. Room was clean. Bed was comfortable. Lobby is very unimpressive. Stay was better than expected and good value.

I always stay at this hotel when I'm in town, feels safe, is quiet, rooms are comfortable, and the service is great!

Need a ramp for luggage

Amazing help checking in. Got an early check in and late checkout without any fuss. Very nice reception.

There were fire crackers lit in front of my door. Woke me up and it sounded like gun shots! Never staying there again.

Very clean, staff is great. I will stay here when in town.