The Westin St. Francis on Union Square

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 824 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-3.5

    5 most recent TripAdvisor reviews:

    Paid full price for a 1 star experience

    Reviewed by mlkarny(Long Beach, CA) on Apr 27, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    The Westin St. Francis is operating on a skeleton crew with very few staff. The main entrance to the hotel is closed. We had to go in through the back door valet. The lobby isn't even heated and it was freezing cold. The lady at check-in didn't even acknowledge my Titanium membership until I asked about the breakfast amenity. The so-called breakfast was 3 items from a cafe serving stale pastries and microwaved dry burritos. The hotel is dirty. The famous glass elevators are filthy, obstructing the views with caked filth. There were no USB ports in our room. When we called to complain, the operator said "there are no USB ports in your room". When I asked to borrow USB adapters, she said they didn't provide any. There was no room service, no bellhop, no bar, no gym, no customer service. This is a hotel that has hosted Queen Elizabeth, several US presidents, and countless celebrities. It is now a dump charging 5 star prices for 1 star experiences. AVOID AT ALL COSTS.

    Once a great hotel - this is an embarrassment to the Westin brand

    Reviewed by indoctrin8ed(Seattle) on Apr 26, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Would you expect a 4.5 star hotel to pick up the phone when you call them at 11pm? So would I. Run down to the front desk to see why my delivery could not get into the hotel - nobody at the front desk. Abandoned lobby. "HELLO??" anyone home? Nope. Answering the phone at night is a luxury that you can only afford at other hotels. That was the highlight. The lowlight: No heat in the lobby - freezing cold. Not a single chair to even sit on while you are waiting for your uber. Front door to the hotel - Closed. Clock Bar? Closed. Lobby is sectioned off with sheetrock. You shall enter through the back door valet ONLY. Clean? Hardly. Grime everywhere in the room. Hairs on the sink that are not mine. Scum on the sink hardware. Bathtub - does not drain, can not lift the plunger. Towels? Old and scratchy. Bedding? Pillows=OK, Bed linens? NOT Westin standard. Sound level? Could be better- if you have kids upstairs, you will hear them stomping around. Hair dryer - did not work - broken plug. Go to the ice machine on your floor? Hold your nose because there's a garbage chute that smells like a New Orleans oyster bar right next to it. The check-in experience was good. The guy who checked us in was friendly and competent, but the night crew - they have zero interest in helping you and when I asked why they aren't answering their phones? "WE HAVE THINGS TO DO". Is the answer, after I had to go to the back and start knocking on doors - seriously - at 11pm. Since there is ZERO room service, you can have food delivered (which is telling because if Uber can deliver your food, the hotel could too). This is not even 2-star level. This is an embarrassment to the Westin brand. Now we all know Covid has changed things temporarily, but I have stayed at at least 10 other 4-5 star hotels in DT San Fran and never had anything close to this- so stop selling this as a 4.5 star hotel until you get it together.

    Individual ratings:

    Service

    Service-1

    As wonderful as ever!

    Reviewed by ConnieLongBeach(Long Beach) on Apr 19, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We have stayed here many times and were a bit reluctant to stay with Covid restrictions but it was wonderful! Thanks to Luis at the front desk for the lovely upgrade to a higher floor with a great view. Service was spot on with any request rapidly answered. The room was lovely with robes and slippers. We can't wait for all of the hotel to be open again!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Great hotel with amazing service!

    Reviewed by amem189(California) on Apr 02, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Our hotel stay at the Westin was amazing! SERVICE: Customer service at check-in, check-out, and during the valet service was superb. Very fast service, polite and efficient workers. Great communication when I asked a lot of questions. ROOM/HOTEL: The hotel itself is extremely nice, well taken care of, and clean. Our room on the 27th floor was spacious, clean, and included all the amenities needed for our two-night stay. No issues with anything in the room. It included an amazing view of the city! LOCATION: The location was amazing, truly in the heart of downtown San Francisco. Lots of places to eat (fancy and fast food) as well as places to shop. ISSUES: While our stay was pretty great, I only faced two issues. The main entrance on Powell Street is not open due to COVID, so their only current entrance is on Geary St. I already knew of this because of reading previous reviews, but was not told of this ahead of time by the hotel. Not that it's a huge deal, but for people who like to plan ahead of time, it would be ideal to let guests know ahead of time of the only available entrance, especially while using a navigation system. In addition to that, the entrance now is the entrance of the valet, so we had to walk around (and avoid getting run over by) several cars waiting to enter/exit the valet. A nearby entrance for pedestrians was closed, which would make a more suitable entrance for guests walking in and out of the hotel. The second issue was out of the hotel's control, but a neighboring guest was smoking marijuana and the strong smell made it into our room. I was too tired from all the walking (and probably from inhaling the secondhand smoke) that I didn't bother calling the front desk, but oh, well. I don't fault them for that. Overall: amazing stay, great location, awesome employees. Highly recommend!

    Still a World Class Hotel

    Reviewed by keeb56(Martinez, California) on Feb 15, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Even mid Pandemic, the Hotel manages to shine. We booked a Superior King in the Tower with a City view. The staff were excellent although of course contact was minimal. We GREATLY appreciated the snack bar being open in the Lobby as San Francisco does not at this time allow indoor dining. Huge plus. Hand sanitizer stands all over including the elevators. The room had all the items on my checklist: Clean, spacious, mini fridge, safe, in-room coffee, spacious and elegant bathroom. The location of course is about as central in The City as one can get. The rates are comparable to any other luxury hotel, we'll be back!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Service

    Service-5