General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2196 reviews
We stayed here and in another room a family we were showing around CA. The hotel is very basic. The lobby/ entry area is very dated and needs remodeled and updated. The room was nice and clean. Bed was comfortable. The hotel is only a block from Union Square and on a higher floor you can see it all lit up for Christmas. We were there 3 nights starting Christmas Day. We stayed in executive lounge level and the food there was good with nice views of Union square. As others have stated and I paid attention to those reviews / details: you will be charged a resort fee but it includes passes for cable cars, money for food in restaurant ( which is just in the lobby). You’ll need to plan out ahead how best to use the credits or you’ll just be throwing away that money. We have stayed nearby before in the Westin and the JW, both in immediate area and I would choose the JW for several reasons next time. Parking in the city is outrageously expensive and you should try to not move your car unless you have too. Public transportation, Big Bus, cable cars etc can get you where you want to go if in San Francisco for fun / tourist.
Check the Fine Print
This place assesses customers a "destination charge" that it then uses to make it seem like they are giving customers something, which they are not. I checked my credit card and saw a $29.00 charge separate from the room charge, which had already been assessed, and I did not know what this charge was for. Then, my wife and I went down to breakfast. We had not even sat down to breakfast before a staff member was at our table prattling about a $10 up charge per person for, ahem, hot breakfast. After "thanking" us for being "Elite" members, he said the voucher card I received would cover cold breakfast, but that this up charge for hot food would be covered by the $25 food and beverage credit. Apparently, this came out of this $29.00 charge on my credit card. This after we had just spent a week at the Westin Bonaventure, another Marriott property, in Los Angeles. We ate breakfast (which was better than the food at this property) in the hotel every day with a voucher card they gave us for the same "status" and never had any such nonsense. Before staying here, or anywhere, for that matter, it is probably best to check beforehand to see if there are any charges over and above the obvious and expected ones (room charge, incidentals, etc.).
Basic option with mid level price point
Particularly bland hotel with little or nothing to aet it apart from other options. Service mediocre everywhere except housekeeping- very lovely and helpful lady. Could not recommend this hotel and somewhat surprised it is branded as a Marriott. No frills brand would be more suitable. (Paid for a "Bay View" room but did not see the Bay.)
Staff needs training
This hotel has a great location, is clean, well priced and the breakfast was fantastic. We have titanium status and therefore stay in Marriott hotels at least 75 night per year. Unlike other reviews on this page I honestly believe that the $25 destination fee is a good deal. For our destination fee we got, 2 reusable metal water bottles, premium wifi, 2 single tram tickets, 2 x 1 hour electric scooter rental and $25 per day dining credit. The reason for the low score is due to the front desk check in, we checked in and were given a room on the 28th floor with a great view. When we got to the room there was only a king bed with no pull out converting bed for 2 adults and our 12 year old son traveling together. I called down to reception to have it rectified and was told that the 3 of us should sleep in one bed. At first I thought it was a joke and that the front desk was was sorting it out. To my dismay the front desk told me that we had booked for 2 and that his suggestion would be to have the 3 of us sleep in the bed. I confirmed that the reservation was booked and paid for 3 and that I would come down to the reception to have it resolved, the person on the call was belligerent and said that he would be waiting. I went to the front desk where all 3 of the staff denied speaking to me HOWEVER without providing my name we were upgraded to a corner junior suite. Customer facing staff is the face of the business and due to this unecesary situation I will never stay at this location again.
If not for the stiff policy regarding the destination fee…
I should have given a much higher review score but I was dismayed by the way they handled my concern with the destination fee. They charge you a 25$ destination fee per day but will give an equivalent 25$ dining credit. Make sure to use the voucher to make the most of your room. The problem arise when we were supposed to use the dining voucher in one of the restaurant which was supposed to close at 10pm but didn’t honor the dining voucher when we are about to claim it 30 mins before their closing time. The reception staff argued that I have all the time in the morning until the evening to use it. The hotel has a problem when they didn’t get our order even if it still 30 mins before they close. When you says 4pm-10pm, stick with the opening hours. Location is excellent. Room is nicely decorated. Good bed. Clean bathroom.