mona h.

My husband and I checked into the marriot union square (san francisco) on 24 December 2023 and checked out on 28 December 2023.

On the evening of 27 December I went to the front desk and asked the person there, an elderly Indian gentleman,to give us a morning call the next day at 530am. We were due to catch our flight back to Singapore at 930am on 28 Dec 2023 and I knew we had to be in the SFIA at least two hours ahead of the flight time. He said ok

That evening, before 12 midnight, I called the front desk from my room and spoke to someone who said his name was Mr David and he said he was the Manager of the Hotel. I told him I had placed a morning call request with the Indian gentleman at the front desk and he said ok. He did not check, he merely said "ok". I asked him about the credit card which I had passed to the same Indian elderly gentleman on the night of 24 Dec 2023(when I had checked in) and asked David when would I know that Marriot would ask my visa credit card to release the holding amount of USD$200.00. He said it would take about a week and I was shocked. I thought it would only take 2-3 days for Marriott to inform my visa credit card to release the holding amount. David then went on to say that if I had any problem with my credit card releasing that amount back, to fell free to send him an email. I asked him for his email address but he said he would pass his name card to the front desk person on duty on the morning of 28 Dec when I checked out.

Come the morning of 28 Dec 2023, luckily we woke up with the help of "our internal alarm clocks".When I checked out and settled the bill, I asked a Chinese lady around 50 years old, for David's name card. She asked me suspiciously why I needed his name card and I explained to her it was because he had asked me to follow up with him in case I had any issue with Marriot releasing the holding amount of USD$200 back to my card. She was very reluctant and brusquely passed me a name card. At that point in time, my husband told me that our taxi had arrived so I hurried off. I was quite put off by her attitude because she was very reluctant to pass me David's name card. Was she afraid that I was going to complain to him about something?

Since my husband told me to hurry, I told her as I left the front desk, "Oh why didn't you all give us a morning wake up call at 5.30am?" And I gave her the "thumbs down". She said "Oh you placed a request for a morning wake up call? Are you sure? What time? What time?" I said "5.30am. Wow Mariott's service sucks huh?" As I walked off, she was still shouting to me "Are you sure you placed a wake up call request? What time? What time?" It was Very annoying!

When we were in the cab, my husband showed me the name card that the Chinese lady (from China) had passed me. It was the name card of "NATHAN J WAKEEN". She did not even have the decency to say "sorry I can't pass you the name card of David. Instead I am passing you the name card of Nathan J Wakeen" and neither did she have the courtesy to say "so sorry for having missed giving you a morning call".

Is this the kind of service one should expect from the Marriott hotel,Union Sq, San francisco?

I was aghast with her attitude. I can't remember her name but it was a Chinese name, it was either "Min Ying" or something. But it was definitely the name of a Chinese person from China, as in it was not a Vietnamese name or a Christian name. At first I had thought she was a Vietnamese but by the name, one could tell she was not a Vietnamese.

A Disgusted Guest

I had problems with my starhub box on Thursday 4/3/2021 night. My Sharp TV showed "No signal" and my Starhub box did not show the time.

I called up 1633 on Friday evening and spoke with a customer service guy named Mr Gobu. He was very very helpful and patient. Through the phone he asked my helper (who was at home) to switch on and off the TV and the Starhub box. Unfortunately my helper said that there was still "no signal" on the tv and the starhub box showed no time.
In view of that, Mr Gobu made an appointment for the technician to come to my house on Saturday 6/3 at 4pm to look into the problem.

When I went home that night (Friday night) I switched on the tv and found to my delight, that the tv was working and the starhub box was working great. (Mr Gobu must have been able to fix the problem remotely:-)

Because it was already very late on Friday night and because I was out the whole day on Saturday 6/3 I did not have a chance to call into Starhub to cancel the Appointment.

THe Starhub technician Kok Wah Tay came to my house on Saturday 6/3/3021. He was so scared to use his hp that my helper had to use her hp to call me, to enable me to speak to him. By the time I spoke with him, he had already changed the box.
I was very shocked he had changed the box. He mumbled something about my old box.

ALL HE WANTED WAS TO ENSURE I GAVE HIM A BRILLIANT REVIEW. HE ASKED ME TO GIVE HIM A "9".

I was outside when he came to my house. I forgot to ask him whether he had exchanged my old box for another box.

Unfortunately when I reached home it was already 10pm and I saw that that stupid Technician had already exchanged the box!
All my precious recordings were already wiped out when he changed the box!
I WAS SO UPSET!

On sunday 7/3 morning I called STarhub customer service and spoke with a polite Indian customer service officer. I told her I was very upset that the stupid Technician had removed my old box without my permission. She advised me to speak to the Technical Team to ask for my old Starhub Box back. She explained to me that the Technician Kok should not have removed my box because my contract was not due for renewal yet.(She said that I had signed up for this present contract in August 2019 and that my contract was due for renewal in August 2021.) She advised me to ask the Technical Team to let me have my old box back. She said it was possible.
Shen she transferred my call to the Technical Team I spoke with a rude girl named Atirah. She raised her voice at me and she belittled the Indian girl whom I had spoken with earlier. When I told her that that the earlier Indian girl had said that Kok shouldn't have changed the box for me(without my permission) she just kept interrupting me. She also condemned the Indian girl and said that the Indian girl doesn't know her work!

When I told Atira that the Indian girl had asked me to ask for my old box back, she said that was not possible. Basically she kept on defending Kok.

I am appalled at Starhub's service:

(I) the Technical Team is not in sync with the Customer Service Team;
(ii)when the Technician came to my house on 6/3 he must have seen that everything was ok and working perfectly. WHY THEN DID HE CHANGE THE BOX FOR ME? SO THAT HE CAN CHARGE ME $60 AND ASK ME TO GIVE HIM A BRILLIANT REVIEW?

SUCH PATHETIC SERVICE.
And such rude behaviour from Atirah.

I WANT MY OLD BOX BACK BECAUSE SOME OF MY RECORDINGS ARE VERY IMPORTANT TO ME AND MY HUSBAND!

I emailed starhub on Monday 8 March. THey only responded by asking me for my personal particulars. I supplied them.

Then today they replied by saying "sorry better luck next time".

Isn't that really disgusting?
THey didn't even bother to reply to my issues ie I want to get back my old box.