We are generally happy with this property and highly appreciate the service from stuff member Cristina & Matthew, but we lodge a formal complaint on another stuff member Brian.
Before travelling to the US, we asked 325 if we could have on-line shopping items delivered to the hotel, letting them know that we needed to place the order well in advance to make sure the items would arrive before our departure. This was agreed and approved by staff member Cristina. A short while later I received a very harsh message from staff member Brian complaining they usually would not accept packages this far in advance and hold no responsibility for items being lost or stolen, also they are going to run out of space in the luggage room. I replied advising that I had obtained permission in advance, also, Park Hotel clearly addressed "24 hours on-site security provided" on airbnb website. He then replied escalating that he cancel our booking and return our orders to the senders - which would have caused us significant financial loss - he can return all items to the senders for free but we will receive nothing after paying so much money to have ordered them!
When we finally got to San Francisco, our 11 small packages were taking up a tiny proportion of the otherwise empty luggage room!
The harsh and threatening tone of Brian's messages were inappropriate and unwarranted, and caused us significant stress on our holiday.