Arrived on a Friday evening reservation people seemed confused. We had reserved 2 rooms and since the other party had already checked in they were not sure were our reservation was It was finally straightend out and we were able to get into our room. Saturday AM we had made a reservation with them to take us to the Bart again confusion about who was going to take us upon return from San Fran to the Bart we did as instructed by the front desk to call when we returned which we did and went outside to wait They had taken our cell # and called to ask where we were I said the shuttle had just gone by and not stopped for us he said he would call the driver back upon entering the van the driver started yelling at us asking where we had been? When told him we had not been told where to wait he continued in a very nasty undertone all the way to the hotel Sunday morning with the buffet being very busy the coffee was empty and we had to wait quite a while for it to be filled We left Sunday am and found out later when we did they had cancelled our friends room who were staying another night.....and that is what we had made the reservation for...Nice room STAFF needs a lot of improvement