Customer Ratings & Reviews
TripAdvisor Traveler Rating4940 reviews
I stayed here for one night on a recent business trip. Parking is expensive and the garage is hard to navigate. The front desk staff seemed a little disinterested as they were all on the phone. The room was fine but I’d ask for a bay view. My view was the side of a building. It’s location is pretty great.
Rebooked guaranteed room!
Business traveler. Booked *guaranteed* room, with confirmation number, months in advance. Travel plans changed, checked in on app night before, came in next morning, and — despite fully guaranteed room, despite checking in on app — they rebooked the guaranteed room to someone else. Unbelievable. Never again.
I have stayed here twice in 2 years now The place is located in the heart of financial district and very close to China
very near Chinatown and beginning of Little Italy walking distance to BART and Union Square. Restaurants. Very nice area to explore while walking . I would return here when I'm in San Francisco. Staff was kind and welcoming .Great little lounge area with a Hugh TV room..The restaurant is pretty good for breakfast didn't try the other meals
Old hotel with untrained staff
The hotel looks and feels old. It needs a renovation. Glasses in front of our room were left uncollected for our entire stay (a few days). The hotel does not have umbrellas for guests to use during their stay while other hotels of the same rate and lower do. There are four elevators but wait times after we called an elevator were usually 5-10 minutes. Staff at breakfast were inattentive. I waited 10 minutes for someone to come and take my order. Nobody came. I had to walk over to where they were talking among themselves to get their attention. Sharon, a waitress in the dining room at dinner, was beyond rude. I ordered takeaways. After I signed the bill, she pointed out that I did not give her a tip. I said I didn't give tips for takeaways. She got upset. Fifteen minutes when she came back and THREW my order at me. That raises questions: 1) Does she get paid to be working there, where she obviously does not belong, or does she live entirely on tips; and 2) Are staff trained at all about hospitality?
Mostly Positive But Poor Customer Service
Great location, walking distance to many popular areas. Room was clean, plenty of electrical outlets, internet worked well. My main complaint is related to the service. Despite booking a room for a party of 3, there were only 2 sets of towels. No big deal, we called housekeeping and the call was routed to the front desk. A guy said they'd send towels. An hour later, we called again, he apologized for the wait and said towels would be sent immediately. Another half hour later, I am eager to shower and go to bed so call again, and the guy at the front desk says there is nothing he can do for me because he already called housekeeping. I offered to come pick up towels from wherever they are stored, and he said no, they can only be brought to my room by housekeeping. I said it's almost midnight and I just want to wash up and go to bed, but he reiterated that there is nothing he can do for me, and he hung up on me. So I called a 4th time to get the guy's name, and a woman picked up and said his name was Nick. First of all, Nick--poor customer service. Second, Hilton--you need to give your employees a path to success by giving them access to towels, soap, shampoo, etc. which are common supplies that should be readily available.