Serramonte Center Tours

Very clean room. Staff professional and pleasant. Excellent breakfast buffet.

Waterfront walk way was very nice and great views

The hotel itself is beautiful. The finish superb and the location outstanding. I wanted to give a 5 star review based on that alone. However, our room was not cleaned for two days and when I went and made reception aware the supervisor was quite rude and intimated that I may have been at fault by not making the cleaners aware that I wanted the room cleaned!! I had left the light on for 2 days that said,’please make up my room’. Not sure what further measures were required! I was told that they couldn’t do anything about my room that day as the cleaners went home at 4 pm! It was now 6pm. I was so gobsmacked in an American hotel where customer service is king, to be given that response. They did relent and gave money off but I was really disappointed the way that it was handled. Also, on our first day the carpet throughout our floor had, what looked like, Shake n vac sprinkled all over it. Only problem. It was left like that for 2 days! It looked unprofessional in such a totally beautiful hotel to have white powder all over the carpet. All the guests on my floor were discussing it and mystified why this would be left this way and considered acceptable in such a prestige hotel. I wanted to really love this hotel experience and it has great facilities. It just needs better management and staff that care.