TripAdvisor Traveler Rating

Excellent accommodations and excellent service. Staff was helpful kind and wonderful. We usually stay out by the airport, but we have a new treasure to add to our places to stay!!

We had an unfortunate stay at this hotel recently. The first issue was the discovery of bed bugs in the room we were initially checked into. We luckily did a "bed scan" before settling in, and saw obvious signs of bed bugs in the seam of the mattress. We brought this to the attention of guest services and they were very apologetic. We were re-assigned another, upgraded room. The second room was large but dated as other reviews have pointed out. Certainly did not feel like a Westin. The rooms need a full redo. Dated decor, shower that never flowed properly, loud toilet, loud HVAC. While the Westin bed was comfy, the pillows were firm and massively fat, which made it hard to get a good night's rest. When we asked for other pillows we got more of the same. The best part about this hotel is the location and the staff, who were always friendly and helpful.

They have a lounge (5 days old) as of writing! Great place with solid spread and a rarity with a lot of the downtown SF properties that have either shutdown their lounges (with no imminent reopening plans). Only had breakfast thus far and was nice to have the space.

This review is really to thank Jeff, the amazing concierge, who not only recommended a restaurant for my birthday but made the reservations for us. He also wished me an early happy birthday the next day as he wasn’t going to be at work on the day of. Jeff, you were lovely to deal with and we hope your daughter’s recital went well!

I really would not recommend this hotel. In addition, it looks like they’ve removed the possibility to review it on Google - or at least I can’t see the option to do so. Their response to other negative google reviews says it all actually, it is sub standard in almost every respect. Drastically in need of a major refurb both cosmetic and staff. Our room was really not clean, there was a filthy t-shirt hanging over the shower when we arrived and the whole room was grubby. The entire hotel is shabby. We complained and housekeeping came and removed it. We then discovered that the shower gel container was empty. The following day, they turned the beds down but didn’t refill the shower gel or clean the bathroom. Complained again and the person at reception said they’d credit my Marriott account with 5000 points by way of apology. That corresponds to £20…..! I’d expect a little more from a supposed top hotel for being given a room with the previous inhabitants filth. There were 2 (!) teabags in the room - both the same type, but no kettle to make tea with and only take away cups and plastic stirrers. No plugs near either of the beds. No automatic lights in the room so one has to fumble around the lamps in the dark to find the switch. The whole place feels cheap and nasty yet with astronomical prices. Most weird and confusing of all is their odd daily fee charge. The guy who checked us in raced through all the information at top speed, making it impossible to take in or fully understand everything. He gave me a piece of paper with all these supposed perks on, from 2 x free cable car tickets to $30 a day spend on food & drinks. I assumed this was because of my member status. He told me we HAD to use the $30 each day or we’d lose it. On checking out however I realised we’d been charged a daily “destination fee” of $30 and when I questioned it I was told that they charge this amount and then “give it back” in food & drink! What on EARTH is the point of that?? Except of course to confuse guests and trick them into spending at least $30 a day there. Absolutely bizarre and absurd way to do things and quite dishonest I think. This is no longer the grand hotel it still pertains to be. I would never stay here again.