We booked and PAID for a room 5 months in advance ...

We booked and PAID for a room 5 months in advance in hopes of getting a good night's rest before driving home from SFO. We had flown for over 15 hours, and our arrival in SFO was past 10pm. We checked in online the day before and specified that we would arrive after 10 pm.

When we arrived for our stay sometime past 11 pm at night, the first thing we are told is to "have a seat" without any indication of what was going on. When the host at the desk could finally help us, he informed us that some guests overstayed and that there were no rooms for us. They called a taxi and sent us to the Mariott far into the SF area. The Mariott took care of us and offered an Elite Status breakfast voucher (The Embassy Suites did not tell them to do that; I think they wanted to avoid us complaining about something not the fault of the Mariott hotel).

The Mariott was nice, but THIS DOES NOT MAKE THINGS RIGHT on the end of Embassy Suites. By prioritizing guests who overstayed, the Embassy Suites showed that they do not value us as customers. Keep in mind that we paid for the room in advance and notified them the day before, so the Embassy Suites had no reason to hope that we were not coming that night. The hotel might have made some money by overbooking, but at the expense of a hefty taxi fare, loss of loyalty (I was a long time Hilton Honors member), and image on review sites. DO NOT RECOMMEND.