SAN FRANCISCO, CA – When we talk about a “luxury hotel,” it really comes down to service. Luxury isn’t just about how expensive the linens are or whether there are tile or wood floors. It’s also about how a guest is treated during their vacation.
I recently stayed at the Beacon Grand and was shocked at how they treat guests. The hotel sells itself as a “luxury hotel in Union Square”, the hotel room itself is a renovated historic building from a time when San Francisco was one of the most powerful cities in the USA.
The room is reminiscent of history, but not always in the best way. The shower worked well, but it was not adjustable, and the shower head was well above average height. The bedding was nice, but there was some soot from the room here and there. I decided to order room service since I had some work to do, and was served a large coffee, orange juice, cookies, and a lox bagel. The total, by the way, was over $80 for what could easily be described as a continental breakfast.
The lox bagel is $28 and is nothing special and no better than something you’d get at a grocery store. The bagel is average at best – you could really make a better one at home. A regular bagel with cream cheese is $8 – so they’re charging $20 for butter, lettuce, onions and lox.
The bed is very soft and the pillows are not very firm, so my sleep quality was mediocre. I liked the TV in the room, the seating, and the view of the city. The decor was modern and similar to other boutique hotels. The sofa and chairs were nice.
I checked out the gym in the morning and there were a few weights and people working out. Overall it was OK – maybe what you’d see in a small apartment building, but nothing luxurious. I’ve stayed in hotels with specialized equipment in the past to get a real experience.
I visited The Post Room at Beacon for lunch. The place was deserted and there were hardly any customers. The Food & Beverage Manager came by, acted professional and made sure my order was taken, but then the server disappeared after delivering my food and drink. I had to get back to the airport and it became stressful as no one came to settle my bill. I must say the burger was excellent but you could tell this place lacked soul. This was not a place people go to in San Francisco and it lacked the atmosphere of a hotel restaurant.
The hotel had agreed to give me a $75 dining credit and then swiped my card at checkout without first asking how to pay the bill. Then they barely apologized when trying to reverse the transaction and acted like it wasn’t their problem. Really? If that’s how you treat someone who is supposed to be a VIP guest, I wonder how you treat a repeat customer and why a “luxury” hotel doesn’t know how to treat guests. What if I were an American Express cardholder using my benefits or any number of other travel benefits?
The concierge should always check with guests about room rates before finalizing a reservation at the end of the stay as some charges may not be correct. Also, when the incident happened, the attitude was rather distant. The staff couldn’t care less and quite frankly, I have no desire to eat or vacation anywhere where I am not treated with the utmost respect and care. This is far from luxury, but more like a typical run down motel in the Tenderloin.
When we talk about the outside, it is obvious that Union Square is not what it once was. Westfield is gone and several local shopping options have closed. Express, Uniqlo and H&M are gone. Macy’s is hanging by a thread. There are countless homeless people outside and it is far from safe at night and even during the day it feels dodgy. The hotel does have security but let’s not pretend it is in a nice area. Union Square is losing its importance as a destination and in my opinion this hotel has a serious service problem if it wants to be known as a “luxury” hotel and I cannot recommend it.
450 Powell St, San Francisco, CA 94102.
About me: Hi, my name is Carlos Hernandez and I am a writer and journalist with over 10 years of experience. I write the food and travel blog Carlos Eats (https://www.carloseats.com) and I also write articles for several newspapers and magazines on numerous topics.
