Stay Away! Your reservation is not guaranteed and ...

Stay Away! Your reservation is not guaranteed and they take no responsibility to fix it whatsoever!!
FIRE Alarms went off at 5 am. Everybody had to evacuate at 5 AM.. We all had to come down through the stairs ...from the 18th floor down at 5am. Book at Hotel NiKKO instead... better rates, and way better service!!

When we arrived Brenda at the front desk at 1 am "couldn't find our reservation", when we asked: can we get whatever room we can so we can just sleep since we just flew in from across country, she said there was no rooms available, yet on Expedia and Kayak online - it shows lots of Availability. She said the online availability is wrong. LOL. We went and booked online on the spot... finally, we got in a room ( bc we had luggage we couldn't walk across the street at another hotel at 2 am), as soon as we slept... FIRE Alarms went off at 5 am. Everybody had to evacuate at 5 AM.. Had to come down through the stairs from the 18 floor down..
Susanna, the manager was supposed to come and " address the issue" later which she never did... we got charged $700+ a night, when our Expedia online reservation shows $469 a night. Horrible, Horrible experience... room 910 had lots of mold & dust.. we couldn't even breathe right... we went and booked at Hotel Nikko for the rest of our stay and had the Best time ever & got treated with great respect, and great service! Something must be terribly wrong with their management and staff! Will definitely share our experience on our other business social media so nobody gets treated this way on their beautiful trip to San Fran!