take some responsibility!
My wife and I just spent five nights at the Huntington. It's a tranquil refuge from downtown SF, and our room was simply delightful. But we did have one significant problem: no wifi throughout our stay. Wifi at the hotel is provided by AT&T; if there is a problem, you call them, not the hotel. I did this, without any success, but with promises that they were going to "escalate" our problem, with the hotel management. Nothing happened, so we told the hotel about our problem. The concierge gave us a cock and bull story about connectivity being a problem throughout San Francisco - this may well be true, but was irrelevant to our problem, evidenced by the fact that the free wifi in the lobby worked fine. So we managed, sitting in the lobby or in a nearby cafe. But it irritates me that a hotel of this quality should completely outsource its wifi service and at the same time outsource any responsibility for the service. ( also find it irritating that they charge for wifi on top of the room charge). But frankly, the hotel management was simply not interested in our connectivity problem, and offered no solution - beyond sitting in the lobby. They made no mention of AT&T escalating the problem with them, and did not even offer to contact AT&T. I find this unacceptable in a hotel that wants to be world class.