Rated 1 out of 5 by B1Rad Prepayment Policy
Not certain as to why I was required to prepay my room nearly one month in advance, but when I wasn't able to check in, I had to forfeit the entire prepayment, which included the full charge for the room, taxes and resort fees, etc. I called the manager with much effort and was only looking for some concessions on a future room, but nothing was available per the manager.
With this type of alienation of their customer base, I am surprised that their rating was as high as the 3.7. Maybe with a little effort I can help get the rating to less than 3.0 where it belongs.
October 12, 2015
Rated 5 out of 5 by Rick501 Great Stay
Really enjoyed my stay. Great room and great food in house.
October 8, 2015
Rated 4 out of 5 by tzb123 Great Customer Service
My stay was for business travel.
Hotel was clean, comfortable and great proximity to the airport.
Customer service was excellent.
September 28, 2015
Rated 5 out of 5 by Maryn2002 This Hotel has good Service
The water in bath tub does not go down very well. The drain is clogged and it needs to be cleared. I was I room #706.
Otherwise, I liked my room and loved the comfort of the Bed.
September 16, 2015
Rated 3 out of 5 by bigdeputy Mr.
Good service. Better hotels nearby. Catered event food was the worst i have ever had. Anywhere. Over1 week it was consistently aweful and most of my collegues agreed food was abysmal
August 30, 2015
Rated 2 out of 5 by Nonni27 Very disappointed
I had a previous good experience at this hotel, but this time was a bust. The pool was closed. We should have been told this at the time we made reservations. We were told to use the one in the adjacent hotel. Not a good options with kids. Restaurant food was mediocre. I was feeling tired so I was resting prior to departure. There was not a "do not disturb" sign. The housekeeping either knocked or opened my room ( the safety lock was engaged) without knocking five or six times, even though I told each person I was not leaving until 1 pm. I will say that I was allowed to check out one hour late.I will not be back.
August 18, 2015
Rated 5 out of 5 by NatalieDC Westin exceeded my expectations in most area of service
It was clear that The Westin San Francisco Airport Hotel values their customers comfort (outstanding beds, spacious rooms and high quality amenities), convenience (they offered to provide a whole list of items if forgotten including work out equipment and apparel and business supplies I.e. Post its, highlighters, etc.), and quality service (staff was very polite and responsive with requests). The amenities at this hotel were excellent ie pool, workout room, airport shuttle service.
The only recommendation I would have regarding services would be that they offered free wifi.
Having said that, I will definitely be looking to stay at a Westin Hotel again.
August 10, 2015
Rated 1 out of 5 by disappointed1927 Misleading
Receptionist was not very good rushed through our check in and gave us wrong information on registering our spg account and logging our points. Now SPG is not giving us our points and getting terrible service at the corporate end. Lacking any sincerity to help. Canceling our SPG account. This hotel is sub par at best. Beds were way too soft and stains in the carpet
July 29, 2015
Rated 5 out of 5 by Penman Great place to stay before a flight
Courteous staff. Nice value for the room. Very close to airport 6 min to airport about 12 min to rental car drop-off.
July 19, 2015
Rated 5 out of 5 by Joe1077 Welcome home....again
This is our hotel of choice whenever our travels include the San Francisco area. Granted, it may only be an overnight but it is the staff that brings us back, friendly faces, always a smile and comforting advise on perhaps a challenging menu. Kudos all around.
July 16, 2015
Rated 5 out of 5 by UncleRic Awesome Customer service
I want to thank the Westin SFO for an awesome stay and truly outstanding customer service!!
Specifically I want to thank Lucy Prasad for the exceptional customer support and kindness she exhibited during our stay! This woman took such good care of my wife and I that we will make a point to stay at this hotel again when in the area! She is a treasure and we are very grateful for the assistance and kindness she showered upon us. Thank You Lucy! You're Awesome and you made a layover day into a wonderful vacation day for us. Nothing but Love for you!!!
July 10, 2015
Rated 5 out of 5 by RocN Great Staff
Once again, we had a wonderful stay at the Airport Westin. The room is very comfortable, the Grill food superb and the staff accommodating. We highly recommend this Westin. My only suggestion is to add the Golf Channel to your TV schedule.
July 7, 2015
Rated 5 out of 5 by travlinfool Comfortable stay
This hotel is very good for staying overnight before a very early morning flight. Service was excellent and staff was very pleasant.
July 6, 2015
Rated 3 out of 5 by michaelkim7 Decent hotel by the airport
The Westin SFO is a hotel I have frequented, but not a huge fan of. Not many SPG options in San Francisco or airport area under $200, so this is usually the go to place. As a platinum member, you will likely never get upgraded, but you don't really come here for luxury or leisure. It's a decent location in the SFO area, but don't expect too much. I will say, the customer service at the front desk has always been solid, the best part of the hotel! They also provide a breakfast buffet for plats, which is nice.
It's not amazing, but definitely gets the job done.
June 18, 2015
Rated 1 out of 5 by PKY1 Most Ridiculous Customer Service or Lack Thereof
I recently booked a stay at this hotel only to realize that I accidentally double clicked and had booked 2 rooms under a non-refundable rate. There is over a week until the stay and called the SPG reservation and the hotel diretly multiple times to correct the double-click. The hotel refuses to refund 1 of the rooms after multiple conversations.
I have stayed at the hotel multiple times and will stay for the reservation but never again. I am also disputing the charge with my SPG Amex so that the hotel will NOT get paid!
The manager and Kyle from group reservations are the worst "customer service agents" I have ever had the misfortune of dealing with.
June 10, 2015
Rated 5 out of 5 by H2OPro Wonderful Westin
This is our go-to hotel in San Francisco. Centrally located to everything, but the best feature is the great staff. We have been coming here for more than 6 years and we still enjoy several restaurant staff we have known since our first stay. The beach walk is a great way to start each day.
June 3, 2015
Rated 5 out of 5 by AKC33 Excellent amenities
Stayed at this hotel during December last year. Excellent facility. Close proximity to the airport. I used the airport shuttle with no issues. Upon check in, was well received and recognized as a platinum member. The hotel didn't have a club lounge so they offered the breakfast buffet. Buffet had a lot of options and the staff was really friendly. Clean room and well maintained although there was an obscenity drawn on the bathroom photo frame which you could only see if looking at it in the mirror. Can't say I've come across that at a hotel before but wouldn't stop me from staying here again.
May 29, 2015
Rated 2 out of 5 by TrainCoin Noisy room environment
This was the worst stay at a Starwood Hotel I've ever had! The noise from the air-conditioner as well as some unidentifiable source (which sporadically made a clicking sound) kept me up most of the night. I should have complained that night but didn't feel like changing rooms in the middle of the night. I had a meeting the following morning and did not have time to register my complaint with the front desk.
May 4, 2015
Rated 5 out of 5 by MarieC Best hotel at Millbrae
Everything was okay except for the bath tub and should be fix and well cleaned. Bathroom is also one important in staying at the hotel
April 13, 2015
Rated 3 out of 5 by SFTravel Attention to Detail
The Westin had a great staff which was very attentive. My one disappointment was the free water, well, one was actually opened and on the mirror sill. It was obviously left there.
April 8, 2015
Rated 5 out of 5 by Tconley68 Unimpressed
.I was very unimpressed with this San Francisco Wesson nothing like the Los Angeles was it. .I was charged an extra $277 for something I still cannot get an answer to when I paid everything upfront. I have been trying to reach the hotel for five days and still no response. They say that this is a soundproof room but we heard everything that the neighbors had said and done at all hours of the night very very disappointed would not recommend for anyone
March 24, 2015
Rated 1 out of 5 by SFOTraveler1 Poor service
I rarely write hotel reviews, but the service at the SFO Westin was so appallingly bad that it requires comment. At check-in, tired after a flight and looking to get some sleep before the next one, I was forced to wait between 5 and 10 minutes to check-in because there were insufficient agents behind the desk. While annoying, if that were all, I would not be writing this review. However, after check out and after receiving an accurate bill, I received an "updated" bill adding a substantial charge for parking, though I did not have a car. When I called regarding the "updated" bill, I was assured that the additional charge would not appear on my credit card. This assurance proved false, and when I called again to have the charge removed, I was sent on a time-consuming run-around through accounting during which I was transferred from person to person, many of whom did not even pick up the phone. If this is how the SFO Westin normally treats guests, I recommend against staying there.
March 17, 2015
Rated 4 out of 5 by renegade07 Great business trip hotel
Great location for business travelers. I really enjoyed my stay, and the staff was very helpful. The only drawback was the airport shuttles operated very infrequently, and I waited a long time at the airport before I was able to leave.
Definitely have the eggs chilaquiles at the restaurant in the lobby. It's amazing!!!
March 9, 2015
Rated 5 out of 5 by Thom20 Above & Beyond Service
After checking out of the Westin, I went to catch a flight at SFO airport. Right before going through security, I realized that I had left my laptop on the bed in my room. I immediately went into a state of panic as I only had 20 minutes before boarding and not enough time to go back and get it. I called the Westin front desk and was transferred to the Housekeeping supervisor. I explained the situation to her and let her know I really needed to get it before my flight. She immediately went into action, located my laptop and had one of the employees drive it to me at the airport within 15 minutes. It would have been easy for them to say that they wouldn't be able to make it in time and they'd need to mail it to me, but they made the extra effort to get it to me in time for my flight. I am incredibly appreciative for their sense of concern and responsiveness. They definitely went above and beyond!
March 2, 2015
Rated 1 out of 5 by 2Really2 No Customer Service
I booked a prepaid room at this hotel for the last leg of my trip to San Francisco. Unfortunately, I was unable to make a flight from the Norfolk, VA to San Francisco due to snow and ice weather delays out of Norfolk and Atlanta. I called to cancel my reservation and inquire about a refund. I spoke with Kyle who then spoke with his managers who stated that because it was a prepaid rate, they would not allow a refund or a voucher for a future stay. I know this is possible because I received refunds for my prepaid rates at two other Starwood Hotels for this trip. I will definitely not book another room at this hotel.
February 27, 2015
Rated 4 out of 5 by Alan201403 Good hotel but very noisy elevator
The hotel was great , good rooms, good food, convenient location near SFO, except for one big problem, the elevator was so noisy, I stayed in a room not very far away from the elevator (but not next to it), and the noise would wake me up every 10 minutes. They ought to fix that thing ASAP.
February 23, 2015
Rated 5 out of 5 by AB1984 Great for a business trip!
...aaand not that it isn't for other trips :)
But I had a great trip, was here for 2 nights - found the access to the airport to be the most convenient. Also, great and really quick breakfast, needed it in a hurry when I was late for a rescheduled morning meeting - and the staff was very understanding. Thanks guys!
February 20, 2015
Rated 3 out of 5 by Mike714 Nice Staff
The staff made the stay for me. The check-in process was smooth and the room service staff were excellent. The room needs improvement....water stains on the ceiling and dusty tables and dressers.
February 18, 2015
Rated 5 out of 5 by CynthiaTraveler Excellent Experience
The staff is wonderful. My stay was excellent. Love the changes/renovation.
February 12, 2015
Rated 4 out of 5 by reathas Good two night stay!
Enjoyed my stay. Room was great, lovely decor, staff very friendly and helpful. Walls were a little thin so could hear hall noise, a little pricey.
January 16, 2015