Riu Plaza Fisherman's Wharf

"A ruined gift and complete disappointment!" I wanted to give my friend a special Christmas gift — I booked a hotel stay for her from December 7th to December 8th, 2024, and bought a ticket to a show. However, during the booking process, the system wouldn’t let me enter her name because the name on the payment card had to match the guest’s name. After completing the payment, I immediately submitted a request to change the guest’s name, but it was denied. I tried a second time, only to receive another refusal. We thought we could fix this issue at check-in, but we were met with yet another refusal. In the end, my friend had to pay for an additional room, which resulted in unexpected expenses and ruined the entire experience. What was meant to be a joyful surprise turned into stress, frustration, and deep disappointment. I felt heartbroken because the whole purpose of this gift was to make her happy, but it was completely spoiled due to the hotel’s inflexibility and indifference. This level of customer service is unacceptable. The refusal to help with such a simple request shows a shocking lack of empathy and professionalism. I will never use this hotel again, and I strongly advise others to avoid it if they value respect and decent service.