TripAdvisor Traveler Rating

As event guests, we did not have access to the elevators, which resulted in us waiting at the front desk for almost 40 minutes just to get our turn. That experience was frustrating and poorly managed. Despite these issues, I would still rate the overall experience 3 stars. However, I was especially disappointed by the interaction with the parking gate attendant at 12:25 AM. When I asked a simple question regarding the parking charge, he was unprofessional, dismissive, and disrespectful, making me feel talked down to rather than assisted. I believe guests should be treated with basic courtesy, especially when issues arise due to event timing and access limitations. I did not stay at the hotel. I was only a guest attending an event and parked using event parking, which we already paid for. However, after the event, we were charged again for an additional hour, even though the event itself did not end until 12:15 AM, and we returned to the parking lot at 12:25 AM. Because of this 10-minute delay caused by the event running late we were required to pay the same parking fee a second time, which feels unreasonable since we had already paid for event parking. I’m requesting a review or adjustment of this charge, as the extra fee resulted from the event schedule, not from extended or overnight parking.

Excellent service from the moment you enter the hotel, the person by door, front desk,housekeeping, you should be proud, definitely a unique group of people, thank you very much. very helpful. I went to a Francisco for a concert from San Diego with my daughter and the housekeeper on floor 37 was very nice to us. I will definitely go back and recommend this hotel. Thank you

Very mixed feelings on this property - The room itself was nice, but the hotel has an odd feel to it. Of course it’s well documented how bad union square has gotten , but inside the hotel it’s almost like experiencing 3 different properties depending on where you are in the building. For a property this size, there’s no “proper” restaurant, which is a real miss. The gym is tiny and cramped, and I think the WiFi is probably the worst I’ve experienced anywhere; the fact that there is a dedicated WiFi support button on the phone tells me I may not be alone in that. This is where it makes no sense - no real restaurant , yet millions of dollars have clearly been spent to put a really nice sky bar at the top of the hotel, although it feels like they forgot to include the bathrooms as you go up some weird staircase to a sort of 1990s bathroom. Odd. Overall, a strange place. Decent rooms, but everything else feels like it needs attention - you can have a cocktail in a nice rooftop bar or a swim on the roof, but if you want a meal or some working WiFi then that appears to be a challenge.

If it wasn't for a business trip, I wouldn't have continued to stay here. First day there, and there was hair in the shower and sheets were stained and torn. The room definitely wasn't properly cleaned. I was offered a few credits for my troubles, which looking back was the bare minimum. But turns out the employee forgot to add the credits, when I later checked, but I at least got a breakfast voucher to make up for it. Note - When I called, housekeeping did come up to properly clean and I got new sheets so I'll give them that. I was in Tower 3. My colleagues were in Tower 1 and had a better experience so it may depend on which tower and room you're in. The walls in Tower 3 were pretty thin. Could hear my neighbors. For a hotel such as Hilton, I was expecting better. Hopefully they upgrade the rooms. This may not be much for some people, but when I travel I want to feel comfortable and here I did not after that first day ruined it. I should've been offered another room.

Lovely hotel with pleasant staff Resort fees were given back in credits which we used towards breakfast , which was great Room was clean, comfortable bed , coffee supplied (was very nice coffee) The autumn display in reception was so nice The only thing that let it down was location for us ....we mainly wanted to be down fishermans wharf end, so was $20 every trip we did....rode in a Waymo which was cool ?? We did walk it a few times, but felt a bit sketchy at night