TripAdvisor Traveler Rating

The hotel was just fabulous from our entrance to the time we left. The room was spacious, comfortable, and very clean. It was central to everything we did and accessible to tour pickups and the cable cars. This review would be amiss if we were not to mention our concierge experience. Jeff Aquino was so helpful and took the time to explain everything and never once tried to hurry us along. He provided exemplary service. Not only for us but it seemed like for everyone who asked for help. Never once seemed bothered, only helpful. He should be commended for his stellar service.

It’s a lovely hotel in a great spot for walking and sightseeing. Minus a star because it’s under construction and you can’t access some of the nicest parts of the hotel. However, must mention the concierge, Jeff. He was amazing! So helpful, all his recommendations were spot on, and he was cheerful and helpful whenever we spoke with him. It really added to our experience. Thank you, Jeff!

our room was terrific thanks to our very helpful concierge, Elaine Day. She picked it out for us and we couldn't have been more pleased. We will be back!

The concierge Jeff Aquino was excellent. Very knowledgeable, friendly, patient and helpful. We found him very perosnable, helpful and pleasant. We appreciate his excellent service. We would recommend Westin San Francis Union Square anytime

My girlfriend is a brain cancer patient and we had the misfortune of choosing the Westin St. Francis for a week long stay when she had tests and treatment in San Francisco. Check in took nearly an hour even though we had Ambassador status. When we arrived to our room the sheets were soiled and the bed wasn't made (the sheets weren't tucked in and there were no blankets on the bed). We only had hand towels and wash cloths no bath sized towels. When we called the front desk it took two hours for the towels to arrive and five hours for housekeeping to come remake the bed with fresh sheets. If my girlfriend wasn't so exhausted we would have moved hotels. On day three of our stay we stepped out for lunch and placed the do not disturb sign on the door. Upon return we discovered that housekeeping had not only entered our room and did an incomplete job of refreshing the room, they also disposed of or stole several thousand dollars of medications that my girlfriend needed to take for her scans. She immediately called the front desk and spoke to a woman named Emily who assured us that she would contact housekeeping and see if the medications could be recovered from the trash. It was too late for that and we were assured that the hotel would assist in whatever way they could to replace the medications and make sure that our stay would be seamless going forward. We were promised a one night refund and points as a courtesy for the inconvenience. We were not able to get replacement for the medication and had to pay a cancelation for the missed procedure. It's now been several months and we haven't seen a dime from the property or a single point. My girlfriend filed a complaint with Marriott 'elite' services and they initially sent it to the wrong hotel. This morning she received a threatening phone call from a corporate claims adjuster of Marriott named Brenton, calling her the C-word and the B-word for filing a complaint. This is the third such call she's received. This whole experience was horrendous and the fact that she's been treated and harassed for trying to get the promised compensation for a wasted trip is disgusting. This hotel used to be my girlfriend's favorite, she would visit with her grand parents as a child. It's sad to see it's deteriorated to place that is so pathetic. The service here is terrible, the rooms are not clean and the housekeeping staff are incompetent. Save your money and stay where you will be valued as a guest.