Featured Reviews


Frequently mentioned in reviews: hotel (27) room (17) stay (11) location (11) rooms (10) breakfast (10) staff (9) lobby (9) lounge (9) service (9)
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  • 1/5 Sana A. 7 months ago on Google
    I had the most disgusting 🤮 experience at this hotel. Don’t be mislead by the polished hotel pictures they post online. Reality is shocking. The rooms are not only very dirty- the beds and carpets are full for bed bugs that spread diseases! So disgusting. Elevators are so so so old and they get stuck. Hotel has a gloomy depressive feel. Reception staff has no clue of hospitality. I had to cancel my stay. My worst experience ever. So disappointed of Marriott group so keep this property under their listing.
    2 people found this review helpful đź‘Ť

  • 4/5 Johnathan B. 1 year ago on Google
    The hotel is exquisite. The staff was very kind in assisting when required. The lobby is gorgeous. The rooms are nice and of course the location is great. The hotel is one to be visited and enjoyed. Downside with the hotel is the lack of reimplementation of the concierge lounge. The lounge has been closed due to the pandemic and although the majority of restrictions have been lifted by local, state, and federal governments - the lounge has not returned. The hotel offers point compensation per day; however, it is not equitable to the access and benefits of having the lounge. It baffles me that restaurants and bars can be open but a lounge for elite guests cannot. I will revisit the area in a few months and hopefully all operations are resumed to normal. I still do recommend the hotel for travel and enjoyment of the San Francisco area.
    2 people found this review helpful đź‘Ť

  • 4/5 Stefano L. 1 year ago on Google
    Great hotel with wonderful spacious rooms. The decor was nice and the bathroom was enormous with high end finishes. Our Room was spotless and the hotel staff very friendly. The hotel itself gets 5 stars. Unfortunately, downtown San Francisco is not at its best right now. The streets were dirtier then in New York City. One of the first experiences we had as tourists in the city was a overdosed guy on the sidewalk not even two blocks from the hotel. Thankfully bystanders were trying to get his heart started again before the paramedics arrived. Another homeless man was running around barefoot chasing after women. Quiet upsetting experiences to say the least. We extensively traveled around the city and there are much better areas to stay in. Hopeful someday soon, downtown will recover.
    2 people found this review helpful đź‘Ť

  • 1/5 Kristina 1 year ago on Google
    Be careful at this hotel. The bathroom door unexpectedly fell off the hinge when I was exiting the bathroom and it crushed and broke my big toe. The hotel did not offer to pay for an emergency medical appointment. Their resolution was to send me a $6 bottle of wine, which was offensive (even more so since I am Marriott Ambassador Elite). This ruined my next week in Hawaii since I couldn’t walk (which is an expensive trip you want to enjoy). Moreover, since this incident, my big toe dislocates constantly and is very uncomfortable it also hurts a lot very often. JW are lucky I have not sued them at this point. I was told by hotel staff this has happened to other guests a few times already. This hotel really needs to change out the bathroom “barn doors” and respond to injuries they are responsible for more appropriately (especially since they know this continues to happen). It is really scary when a 200 pound door comes crashing down on you (especially being petite). I’m honestly afraid to think about how much worse this could have been, the door was heavy and took two people to pick it up.
    2 people found this review helpful đź‘Ť

  • 3/5 Jonathan W. 7 months ago on Google
    Overall a great location if you want to be in SF Union Square. Close to BART, cable cars, restaurants. Not worth it if you are elite with lounge access as the lounge has been closed for 3 years, and the hotel has circumvented the need to provide breakfast by giving 1,000 points. They are listed as one of the "exempted" properties per Marriott to offer the 1,000 points instead of breakfast in their restaurant which is customary. They were re-doing the driveway when we were there, not a significant inconvenience, though it was nice to receive that email notification. They still have valet parking, price is what to expect from hotels in the SF area. In case you were curious, the destination passport (which has the $25 daily fee) includes $25 daily food & beverage (most breakfast entrees are right around there), they provide a beverage and snack daily from 1-4 (pack of nuts with a great hibiscus drink), happy hour from 5-6, sweets from 7-9p (ours was a brownie), 2x one-way cable car tickets, tote bag, and 6 garments of Gym workout laundry. Staff were overall great, all were friendly both on check in and check out. No tap to pay for phones, so bring your physical credit card!
    2 people found this review helpful đź‘Ť

  • 4/5 C L. 1 year ago on Google
    I have to be completely honest here…I would have loved to rate this place higher but there were a lot of things that needed some work. I prefer Marriott branded hotels most of the time for work travel. I was really excited to stay here and the room I ended up in aligned with my expectations. However, when I checked in I was ready to cancel my reservation and go somewhere else. I called earlier in the day to notify the hotel that I was arriving after midnight because I had a late flight in. I had a 5 night stay reserved for work that I paid in full when I booked. When I got in, the guy at the desk ran my card TWICE and said it was declined…then later realized that it was because I’d prepaid my stay. This was unnerving as hell. I was thinking something was wrong with my card. I get upstairs to my room and it’s a tiny king room wedged between two other rooms. This room was definitely not the square footage described in my reservation. There was limited storage space for my bags and clothes. I felt immediately uncomfortable and started to get anxious about being in this space for 5 nights. I went downstairs to ask what my upgrade options were. There was nothing else available the first night so I had to wait for someone to contact me the following morning. Through the night into the early morning I could pretty much hear everything in the neighboring rooms. I could hear their shower, doors opening and closing, cleaning crew, etc. Management was super responsive the following morning and showed me another room that had opened up in the same tier I booked in. This is the room in the photos and I kid you not it was seemingly double the size of the original room I booked. It was much more comfortable, had a dining table, fridge, a closet, and additional storage. Much more ideal for a 5 night stay. The hotel itself is large and even at capacity doesn’t seem overwhelmingly full. There is a decent gym but a lot of the equipment wasn’t working. 3 of 6 treadmills were off. 2 of 3 peloton bikes didn’t work. Definitely needs better maintenance in the fitness room. The location is proximal to a lot of shopping and places to eat. Parking is $75 a day with no discounted rate for extended stays. There is a garage across the street that is $40 daily and allows you 1 in and out each day.
    2 people found this review helpful đź‘Ť

  • 5/5 Delia C. 1 year ago on Google
    This hotel is spot on. I loved that they have a beautiful lobby with a great restaurant. Everyone we encountered was very friendly and they worked to ensure service was quick and on point. But, it doesn't stop there. What I really appreciated was that they also made sure that the rooms were equally beautiful, and comfortable. Something of note....the elevators! They are beautiful and fast! I know that sounds weird but many hotels have a line of people waiting for slow elevators and I never saw one line or had to wait at all.
    1 person found this review helpful đź‘Ť

  • 5/5 Brian W. 1 year ago on Google
    A nice hotel, friendly service. The "destination fee" scam/tax/hidden charge is annoying, but a decent value if you play the game. The daily cocktail (incl. in your fee) was a pretty mediocre white sangria. Yawn. Otherwise the hotel is clean, nice, and the staff friendly. Checkin was easy and quick rooms are spacious and comfortable. The beds are luxurious. You won't regret your stay if you have read this review twice.
    1 person found this review helpful đź‘Ť

  • 5/5 Corina M. 1 year ago on Google
    Excelent service, the staff always thereto help. We delivered flowers on behalf of 6 Star Florist and Gifts Corina , and we were very happy with the help we get. People are friendly, always looking around to help someone and it saved our time. The hotel is amazing, very clean and modern. Really recommend it!
    1 person found this review helpful đź‘Ť

  • 5/5 danielle d. 1 year ago on Google
    I stayed here for business as a part of multi-city travel. The service here is amazing! The staff is friendly and attentive. They really thought everything through from complimentary gym clothing laundry, an espresso machine in the room, and preordering breakfast to your room. The rooms are cozy and quiet with everything you need. Couldn't be more pleased.
    1 person found this review helpful đź‘Ť

  • 4/5 tsamonella x. 1 year ago on Google
    The room itself is spacious and comfortable. We enjoyed our room. However the common areas, lobby and the building felt dated and dark. Those areas are in need of an update. The location is central an easy walk to Union Square and the cable cars.
    1 person found this review helpful đź‘Ť

  • 3/5 David K. 1 year ago on Google
    Had a fairly okay stay here… Pros: - Location (walkable to Union Square) - Rooms were pretty clean - Fairly big sized rooms and bathrooms Cons: - Had to tell the front desk twice that the latch on my window was broken and kept the window unhinged. As a result I was constantly woken up by fights outside as well as police sirens - Mini shop in the lobby was extremely expensive - Still waiting on my receipt to be emailed days after I checked out

  • 3/5 Eduardo M. 4 months ago on Google
    Miss Tan was very rude on the breakfast and started to argue for no reason. This hotel needs to training their employees on customer service. 1088 nights with Marriott chain so far and don’t remember expecting it. Very sad to have a beautiful property on a great location, but forgetting customer service

  • 4/5 Jeff M. 1 year ago on Google
    Overall, a good place. Very clean, updated and so I would likely stay here again. That said, there’s two things that were frustrating, first the lobby / restaurant is freezing cold. Uncomfortable cold even with jeans and a sweater. Next, the pillows are not really pillows. They are a pile of stuffing that caves down all the way to the bed when you lay your head down. Far, far, far too soft. The food is all very good. Crab cakes appetizer is really good size and tasty, the fries are delicious! The location is ok. SF is a mixed bag in what to expect once you walk around the city and this area is no different.

  • 4/5 Carrie J. 4 months ago on Google
    Nice room with a lovely view. Docking stars for a bit of a smell to the room and lack of some items I come to expect from this level of property, like robes. Location was fine but not too far from some blocks to avoid.

  • 4/5 Mike B. 8 months ago on Google
    Excellent: Venue is in a good location around a block from Union Square, lobby on the third floor. Upon arriving in lobby you are greeted with an open courtyard all the way up to the 21st floor. Very clean and open throughout. Rooms are big for San Francisco and we found the room to be clean and set up in a way that felt very comfortable. Destination fee covers a fair bit for the cost including $25 F&B credit, cable car tickets, a JW Marriott bag. The gym was well stocked with equipment and included earphones if you forgot yours, towels and some apples to enjoy. Could improve: When I checked in it was during the window for picking up the tote bag and also you had to pick up cable car tickets from the front desk. Perhaps when they offer the customer the envelope in those instances they could ask them if they want to collect the items at that time rather than having to make an extra trip to the lobby for collection? Service in the bar area seemed to be limited, only saw the staff member wandering around the chairs over by the fire place a few times meaning it was hard to order more unless walking to the bar itself. Not so good: Elite members have very limited perks at the venue. They have decided to close their lounge. They give 1,000 points for a closed lounge and either $10 or another 1,000 points as your welcome gift. In either case the value is around $20 as thanks for being Platinum/Titanium/Ambassador. Did not even get recognition and thanks for loyalty on check in. They did let me check in early, but I don't know if that was anything to do with elite recognition. They do a wonderful job of trying to offer value to each guest. Not asking for people to bow down when an elite member walks in, but do feel like treatment should at least match if not exceed the treatment of a select brand like Courtyard or Moxy.

  • 3/5 Toni L. 3 months ago on Google New
    On the positive side, this is a very central location. But I felt that the hotel was run down and need of a renovation…especially for a JW Marriott. They didn’t even have breakfast in the hotel…except for room service. No breakfast room.

  • 5/5 Savina H. 1 year ago on Google
    Amazing place, been going there for 14 years and every experience has been awesome. That place is my home away from home which constitutes staff that goes above and beyond, elegant ambiance, great location and very nice rooms. Restaurant is amazing, chef Robert is outstanding and will always make the food just like you want. Emily, server at the restaurant is out of this world, she literally makes you feel like family!! They have an awesome bar with several TVs playing different sports and the drinks are perfectly proportional. Interior is beautiful with HUGE chandeliers, cool sculptures and just the best lobby with a huge fireplace!! Rooms are modern with an amazing shower and the PERFECT bed, i sleep so well there that I even bought it from my home!!! Best place to stay in the city!!

  • 5/5 Crystal M. 5 months ago on Google
    We stayed 5 nights at this location, and it was a pleasure. The location is ideal for walking or ubering. We parked the car and didn't move it the entire weekend. We walked to most locations and Ubered to further locations. Our service was amazing. We really enjoyed our breakfast crew who remembered us by name. If you're staying here for a few nights, get the breakfast package and the hotel credit. You are able to get up to 60 bucks for breakfast and 25 dollars additional to use anytime per day. We received 2 complimentary cocktails per day, desert, and a snack. The gym was nice and had most things needed to get a great workout. I really enjoyed the stay here, and customer service was top tier. I dropped a few pictures of my favorite dishes and cocktails in the hotel. The garlic spaghetti was also good.


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