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Business Profile

Hotels

Aloft San Francisco Airport

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Subject: EQUIPMENT STOLEN/MISSING EQUIPMENT AFTER GOING THRU *** SECURITY SCANNER Unethical treatment to Senior Citizen at San Francisco Airport Reference: My C-PAC Machine, Tablet, IPhone Charger, Tablet ****************** Charger was Lost After Going Thru *** Security Check Point on May 3, 2023 at Approximately 11:00pm. The *** Security Man Sent my Items Twice thru the **** Scanner. I was flying from San Francisco to *********** on COPA Airlines (Flight CM 383). The *** employee sent my items( **** Machine, ****************** twice thru the xray scanner. He never said why. He took my stuff out & sent them individually thru the scanner. Im a senior citizen. He should have told me he separated my stuff out in separate bin boxes. I noticed my **** Machine, ***************** were missing when I was on the San Francisco airports COPA airline plane going to ****** City on vacation. I called *** on 5/4/23 & their employee said they are not responsible for lost nor missing items going thru the *** xray scanner. They said to email Covenant ************ ********************************* or call ************. So on 5/4/23 I filed a complaint online with the ** airport Covenant ************ dept. when my plane landed in *********** on May 4, 2023. I made many costly long distance calls afterwards & got the run around. I needed my CAPA machine for breathing as I stop breathing when I sleep. When I returned home from my vacation, I went to San Francisco airport Covenant ************ on 5/15 to obtain my **** Machine, ****************** The Lost & found guy couldnt find it. I made a total of 3 trips afterwards to San Francsico Airport which is a 2 hour round trip drive from my home & paid for parking each time. I was asked what is the ************* of my **** machine. I told them I dont know. I got the **** from ****** Insurance. On my 3rd trip I rummage thru the Covenant ************ items & found my $1,000 ****** Insurance **** machine. My **************** were not there. I continued to call & email San Francisco Airport *********************************). I sent information to them complying with their requests. I didnt know the make nor brand of the tablet nor charger number nor still have my receipt. I only know what I paid to buy it. I requested refunding me the cost for these items so I can repurchase them. After that they ignore all my calls & emails. I requested they run the camera in the xray scanner area as it recorded on their camera if my *************** actually went thru or was stolen by the *** guy. They refused to do it. Im a senior citizen being taken advantage & treated this poorly. This is totally wrong to treat a paying customer this badly & take advantage of American seniors. So Now Im going to file against the San Francisco airport who treats their seniors badly & won't reimburse them for personal items lost or stolen on San Francisco airport property. Please provide assistance to fix this in justice conducted by San Francisco Airport, in **********

  • Initial Complaint

    Date:09/05/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date: 9/5/2022 ($172.37 x 1 night)I requested an airport shuttle for 2:30am in writing through my booking. I also requested one upon arrival on 9/4 to arrive at 2:30am on 9/5. No shuttle arrived and I had to call the front office/dispatch to remind them to send one. It arrived ***** min late and the driver seemed rushed and unconcerned, practically heaving my bags onboard and off board (one of them a camera bag with delicate equipment). The receptionist offered no apology as to the lateness of the shuttle. Please fix this service. Customers need to arrive at the airport on time and shouldn't have to remind a shuttle to arrive when it was reserved in advance and confirmed twice. The shower also had the previous guest's hairy soap left in the soap dish..Unsatisfactory service and definitely not worth the price considering the general lack of professionalism and bored attitude of the staff member and shuttle driver. I'd like a fare reduction.

Aloft San Francisco Airport is NOT a BBB Accredited Business.

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