TripAdvisor Traveler Rating

I was fortunate enough to receive an upgrade for this stay to a one bedroom suite. The suite had large rooms, with a bedroom and a corner lounge with views over the city. The suite appeared to have been formed of two former bedrooms with two bathrooms provided. Both the lounge and the bedroom had a large TV. The lighting in the lounge was hard to operate with no central switch, each light had to be turned on/off individually. Whilst the room was clean on arrival, the service from housekeeping was inadequate. On arrival after a day out, a half job had been completed in the room with the bed unmade and a used duster left on the floor. They did not return for the remainder of the day. The staff in general were rude and dismissive. The hotel has a lot of history and has the potential to offer an amazing experience.

Wonderful experience, thank you, Azucena! So we arrived yesterday and upon arrival we had the pleasure of getting checked in by Azucena - she was absolutely amazing! This is a trip to my wife and my 10 year wedding anniversary. She went above and beyond to make us feel like family. Azucena - thank you, you made our stay a pleasure from the beginning!!! Keep up the great work! -Bobby Melwani

We have been staying at this hotel over Thanksgiving weekend for the last several years. Last year, the main lobby on Powell Street was closed off. We were told it was closed due to remodeling (and we also assumed it was easier to manage the workers that were on strike at that time and banging loud drums at the entrances). We were SHOCKED and SADDENED this year to learn that the old lobby is now a restaurant and hotel guests cannot enter from Powell Street! (We will note that a porter said we could go in/out that Powell Street entrance after 5PM, but staff were turning hotel guests away from the Powell Street entrance unless you were dining at the restaurant, including a family with a stroller!) So, it seems accurate to say this hotel is no longer “on Union Square” given hotel guests must enter around the corner on Geary Street (i.e., off Union Square). Also, we often select a room in the tower building because even though the rooms have less charm, they are more spacious for our family of four. This year, we were SHOCKED AGAIN to discover that the rooms which used to have two queen beds now had two double beds in them. Yikes! This made the comfort level go from a four to a two. Whoever made that decision clearly sleeps alone. As a final note, the bathroom doors in those tower rooms are those silly, sliding doors that are loud and do not lend well to privacy. Those should be replaced. We are sentimental about this hotel and our stays there, but management needs some help.

Jeff Aquino was amazing and really had positive attitude. He was friendly and fantastic in providing assistance. Loved the attitude and his personality is super positive. Thank you Jeff.

The line to check in was long and so my initial impression was not very good. However, after we checked in, I was in awe. What a stunning hotel!! The lobby and entire grounds were decorated for Christmas. It was breathtaking. We were in room 521, a suite overlooking Union Square. The view from our room of the Christmas tree and the decorations at Macy’s was beautiful and festive. The room was appointed with all the expected luxurious of a Westin. The only negative was it is a couple miles from Fisherman’s Wharf. Other than that, it was a great location and a spectacular stay.