“Grand Bay San Francisco Hotel in Redwood Shores, CA charged my debit card $1,800 for 4 nights on the day I checked into the hotel. Additionally, there was a $2,000 hold placed on my debit card on that same day. I have stayed in hotels all over the world and never have I paid in full and simultaneously had a hold placed on my card which was more than the cost of my stay. Either the hotel bills or places a hold. NOT BOTH. When I complained, I was informed that the hotel takes a $150 per night incidental hold on for all guests. $150 per night x 4 nights would be $600. They held $2,000 AND charged an additional $1,800. That's a total of $3,800 between hold and charges. The charges appeared seven days ago and the $2,000 hold is STILL on my debit card. Not only did the hotel get full payment at the time I checked in, it also held an additional $2,000 which I am unable to access until my bank releases the funds and who knows when that will be. For the inconvenience and aggravation, the hotel offered NOTHING! No discounted rate! No credit! No free gift! Nothing! In fact, one of the front desk people was rude and the only person who apologized for the mistake was a new employee and she did not even make the mistake. My husband and I were there for our anniversary, which was ruined by the aggravation.”

“On the plus side the staff are outstanding, friendly, try really hard. On the needs improvement side: property was once branded as a Sofitel.That was clearly some time and some age of the premises and upkeep ago. Recently rebranded from another name to Grand Bay, the temporary signage they’ve slapped on the building looks so sketchy. Despite its outstanding location in great proximity to a number of large businesses in the area, the building is very tired, in need of upgrades, very limited food services, no real amenities or services on site. No laundry. In the rooms themselves, definitely tired and in need of renovation. Defects in the bathroom walls have been painted over repeatedly. Cleaning is just so so. Hairs in the bathtub which clearly were not mine. No robes, no laundry service, and if your luggage is lost like mine was there’s very little that they can offer you to help. Room service staff are extremely pleasant and responsive but the menu is very limited and the prices are out of step with the quality of the food. All food comes with plastic utensils and plastic containers and delivered in plastic bags so it’s never hot by the time it gets to your room and just feels like cheap takeout. At very inflated prices. Food services hours are very limited. Bar shuts at 10. You can’t get anything to eat all afternoon not even room service. Room service ends early. Not 24 hours. Makes it challenging for the visitors who are coming to this area from all over North America and internationally. The building itself has good bones and the location is fantastic right on the water with a great outdoor patio. But a significant lift and investment in refurbishing the physical premises and an improving food and beverage hours and quality and adding the amenities that business travellers expect would raise the status of this property. But for now it does not justify the price as it charges. Although this is the most convenient location when I come to the area, I won’t be staying here again unless there’s a significant refresh.”