TripAdvisor Traveler Rating

This is probably one of the worst Hilton properties I have stayed at. The rooms are very old and didn't feel all that clean. The tub in the bathroom felt like a motel. In the mornings, there was limited hot water because everyone was showering at once. The temperature inside the room was difficult to control and the AC would be turned off each night around 2am, so my colleagues and I would all wake up sweating. The hotel itself is enormous and at times difficult to navigate. For the price, it is not worth it. The beds were uncomfortable. I truly felt a bit grossed out staying here. This hotel does not represent the Hilton brand very well. It needs some SERIOUS updates and work. On the plus side, the staff I interacted with were helpful and polite. The rooftop city scape bar is also fantastic.

I was there recently for a work conference and was forced to stay at this hotel for that reason, and I hope to never again have to stay there. The "artwork" on the walls is the first thing that hits you--ours looked like someone had painted a scene from a construction site that had recently suffered a drive-by shooting (literally looked like bulletholes on some type of ugly camo looking background). It was plain ugly and weird. The shower also smelled like either fish or gas or some weird smell we couldn't quite figure out, but it definitely stunk. The room (although the staff insisted it was the deluxe king room) was super cramped and the bed did not look like a king to me...when we called to ask about it, they said that's all they had and it was the best room they had. Also...the breakfast buffet (which did not have anything super great...cost me $60--highway robbery!

- Location: Near Powell St Station, the southern terminus for cable car rides, and the office and commercial buildings on Market St. Far from touristy areas up north, but you can hail rideshare or taxis for that. San Fran isn’t the safest city in the world, but I never felt outright unsafe around the hotel. - Atmosphere: Communal-feeling, stately, and polished. The property has certainly been around for a while, but the grand lobby and common areas/hallways didn’t feel neglected. There are three different towers or sections of the property to stay in, labeled one; two; and three, and different elevators go to each. - Service: Larysa at the front desk at check-in delivered a real masterclass in how to serve guests, especially those with Hilton status. She was generous enough, seeing as I was coming in late at night from a transpacific flight and slated to check out the next day, to waive the destination fee—wow! She let me extend my checkout a bit in the afternoon and was very thorough in explaining the hotel’s layout and amenities. More than anything, she was so friendly and hospitable. THANK YOU Larysa! - Room: I’d recommend a refurbishment soon, but I felt my space was clean and functional for my brief stay. The only glitch in cleanliness was in the form of a tiny, orange crumb on the bathroom floor from some type of leftover food, but stuff like that is not critical. I requested a room facing the outdoor pool/courtyard due to concerns with city noise, and soundproofing exceeded my expectations (didn’t even hear any people chatting). With a prospective renovation in mind, I hope the hotel can install smart lighting/room control technology (as San Francisco is an Asian-oriented city where room tech is generally prevalent), as well as bidets (at least in higher-category rooms) for the same reason. Other than that, I enjoyed my time in the room. NOTE: I do recall seeing a tablet inside my room that may have featured some room tech…so investigate that when you stay here, and perhaps you’ll be pleasantly surprised! - Amenities: Your typical full-service Hilton perks, all in play here. There’s a cool rooftop bar open evenings with wrap-around city views, which I didn’t patron on my stay. Note that breakfast in the lobby restaurant is almost 60 USD per person, and since we’re in America, elites only get an $18 credit—I highly recommend patroning the grab-and-go cafe for any morning meal needs instead. Also about food—I wish the hotel would place their food delivery order counter (e.g. DoorDash, GrubHub bags) in a more discreet location rather than in the middle of the entryway area. It is convenient for delivery drivers, but what’s to prevent a rogue individual from tampering with or stealing bags/containers meant for someone else? It took a bit for me to physically find the counter after I ordered DoorDash, but those thoughts hit me when I eventually found it. - Value: Even with a destination fee (which, again, I was fortunate enough to have waived), I can’t complain about prices at this downtown Hilton. They’re generally quite reasonable. Plus the incidentals deposit is low and is refunded quickly. The Hilton is an excellent value for families, business travelers, conference-goers, and practically anyone seeking comfortable urban lodging.

Mr. Hart: The word "impressive" doesn't begin to express the kudos that I believe should be passed on to the Hilton associate with whom I just spoke. Nagares (I hope the spelling is correct) who spoke with me about my Reservation #3239018156 competently answered multiple questions I had (which I believe could only be answered by an informed local of the area.) Nargares was unbelievably attentive to what I felt could potentially be a concern for my upcoming trip to the Hilton San Francisco Union Square Hotel. Nagares listened to my details, perhaps writing them down, such that she was able to do what did not seem possible with an agent when calling the Customer Care Phone Number. We have a minor issue where there might be an additional person joining us for one of our nights but are unsure of the date as we celebrate someone's birthday and their becoming a Citizen of the United States. Nargares quickly understood that I would be arriving tomorrow. Whatever training was provided to Nargares is paying "dividends" because Nargares is getting the job done! Nagares was able to answer questions about the Hotel Property itself, including many of the amenities provided to Gold Hilton Honor Members. Nagares assured me that my Hilton Honors Loyalty Number was linked to my reservation beginning tomorrow. My parents were loyal to Hilton even when I was young. It began with us spending weekends at the "Swim Club for Kids" where we got to know many people who I continue to know today. It is because of people like Nagares that my parents always planned our family vacations around Hilton properties, and were loyal to Hilton. More than thirty years later, I know they would be proud I have been continuing the loyalty tradition to Hilton. Mr. Hart, I kindly ask that you find a way to personally acknowledge Nagares for her professionalism and proficiency during today's call. I know this all seems like a simple request; but it is with the ease and confidence I was left with after speaking with Nargares. One less thing for me to think about, as I arrive tomorrow morning from Phoenix. While Hilton employs only the best, Nagares is right there om top!

Great hotel and very central, avoid buffet breakfast mainly due to cost. Skyline bar is amazing with a view of the city. San Francisco by day or night is stunning surpassed NY as my favourite city in the USA. Hilton location is perfect for all access to main areas.