Rated 3 out of 5 by Anuar Anuar Amerbekov
Due to my other experience of staying with my family in W hotels in Guangzhou and Koh Samui, it's not that excellent. Good spa, but always occupied, no chance to make reservation for any treatments even in one-two days in advance. Very poor fitness. Other things was as it should be, stylish design, good food and drinks in lobby bar, welcome front desk.
January 28, 2014
Rated 5 out of 5 by Curt This W puts the W in Wow
I selected this W property last Fall for a January show at the convention center across the street. When I made the reservation I did not know that I would be a SPG Platinum by year's end. I was really surprised and excited to be upgraded to a Cool Corner room which is very suite like in its size and amenities.
I work hard at earning and maintaining elite status in the SPG loyalty program and it is a great feeling to be rewarded for my effort.
Thank you W San Francisco!
January 23, 2014
Rated 2 out of 5 by JaneH needs improvement
The bar staff was terrible, The front desk staff was inefficient and the toilet in the bathroom was dirty when we finally checked in much later than promised.
December 29, 2013
Rated 5 out of 5 by Maggie2010 Staff & Service First Class!!
There were several times that I had to contact Wherever / Whatever and they always took care of my request quickly and efficiently, also with a follow up to make sure everything was OK.
The front desk was great too trying to help me find a solution in case my flight was cancelled due to a snowstorm at home.
EVERYONE at the W San Francisco was awesome and I thank them for their help!! Well Done!!
January 24, 2014
Rated 5 out of 5 by ryan212 Service literally, on demand.
I must say our stay here was exceptional. From the time we walked in and Alex took great care of us making sure that our check in was smooth and over and above expectations. No coffee in the room.. they have a maker delivered on request almost instantly, service was literally on demand. The food at Trace was decent, very clean eating. Acura ride was fun, - There was an issue of a big marathon outside, shutting down the city and really threw our whole schedule off track but the manager Jose took care of the problem and handled everything exceedingly well. I will definitely be coming back. This place clearly knows how to treat people.
May 23, 2013
Rated 1 out of 5 by Zzzg Very Disappointing Experience
Room was not ready at checkin time. Front desk offered me to leave my luggage and come in 1 hr. When I asked for manager I got a room on the spot!!!!
Are the serious?... Room was not cleaned for 3 days - I never signed up for green stay. And altogether what's the green about not emptying the trash cans in the room or making the bed? Heather in the room was not working. Service in the restaurant was horrible.
January 22, 2014
Rated 1 out of 5 by LilyBean96 "W" is for Worst Weekend
So many things went wrong this weekend it's almost inconceivable - we had a room with a toxic paint smell and a broken thermostat set for 80 degrees; we requested help which arrived AFTER we came back from dinner - a room full of engineers, housekeeping and still a toxic paint smell. When we insisterd that we be moved the next day we were moved into a smaller room. We didn't receive the turndown service we requested in the smaller room and our breakfast came so late that the WAITER paid for it with apologies. I have never seen a or experienced a worse hotel stay. The icing on the cake is that the manager, Hal, called before we left to apologize and asked HOW I would like to be followed up. I requested EMAIL and instead, I received a message on my home phone in Seattle but could not understand the NAME of the person who called.
February 29, 2012
Rated 5 out of 5 by TVC15 many thanks to housekeeping
I had many special requests due to health issues, and once again the housekeeping staff at the W San Francisco met my needs. Special thanks as well to Ricardo, the night manager, for making this happen.
January 25, 2014
Rated 5 out of 5 by Jason0131 good~
Good Service, Nice hotel!
January 26, 2014
Rated 5 out of 5 by Patrick99 Wonderful vacation stay
We were in town with some friends for a long weekend. We had booked 2 rooms, one was simply a high floor with an amazing view, although I would have appreciated a corner upgrade. The other room was upgraded to a suite, which was fantastic! The two bathrooms and showers made it so easy to get ready to go out at the same time.
The only negative with this was the fact that the suite was not ready until close to 5pm, nearly 2hrs after the promised time of 3pm, and when you arrive from the airport at 1pm, that's quite a long wait. Thankfully we were able to use the other room to change, cleanup, and store our bags. I brought this up to the hotel both during check-in and checkout, but also in an email and they did not seem to care or do anything about it.
My only other complaint was in regards to room service charging us for extra glasses, and then bringing the wrong ones. This however, was taken care of quite quickly.
The food in the restaurant, both for breakfasts and 1 dinner was amazing, and the cocktails were to die for. Definitely choose the breakfast as your Platinum amenity, as it gives you a deep discount, and it just may be the best breakfast in SF.
Upon checking out, I realized I had left my jacket in the suite closet. We had to check out of the suite early, as they refused us a late checkout (despite the fact that we had to check-in late). When we came back to check out of the other room and retrieve our things, they had retrieved the jacket for me, AND a phone charger we had left that I didn't even know about. That was wonderful and very good service. Thanks!
I will certainly be returning to this hotel and recommending it, and I just hope that they will learn to honor check-in times and if something happens and they cant, do something and don't refuse to honor a late check out!
October 30, 2013
Rated 5 out of 5 by Clhm5 Great customer service
I just returned from my trip to San Francisco and my stay at the W. What a wonderful trip made possible by the customer service provided by the staff at the W. Everyone from the check-in clerk to the concierge to the maintenance crew was most accommodating. I truly can not express how wonderful that made my stay. The location was perfect. It was in walking distance of the convention center and the heart of downtown San Fran. During my travels I have stayed at many different hotels and their customer service does not compare to that at the W. Thanks again for your assistance and I look forward to staying at the W again
July 31, 2012
Rated 5 out of 5 by dingodaniels One of my favorites
This is the hotel to go to for events. There's definitely a modern, youthful atmosphere here, from the two bars, to even the old school Pac-Man table.
I've spent many nights here and other Starwood properties, and will continue to do so. The staff really knows how to treat a guest regardless of SPG level. I've been coming from before joining SPG as preferred until now, as Platinum, and the level of service never waivers.
The only downer is the street construction, as it obfuscates the Valet "Wheels" entrance. The other downer (not the W's fault) is SF MoMA is closed for some time.
October 22, 2013
Rated 5 out of 5 by Mick96734 Great Hotel Location
The location is located right across from the Moscone Convention Center and about 2 blocks south of Market St. It is still convenient to BART, which is about 2-1/2 blocks away. Located within walking distance to Union Square and Powell St. Cable Car stop.
June 19, 2013
Rated 5 out of 5 by Bj75 W customer service has no equal!
Exemplary customer service as is typical of the "W" brand! Everyone from the valet staff, Anna-Lynne at check-in (she wished me a happy belated birthday!), the bartenders and Ganu. Ganu helped us with our luggage upon our arrival, an excellent breakfast recommendation, and even took the time to help us plan our timeline for our return trip to the airport!
All this wonderfullness and the bathroom is stocked with the absolute cheapest toilet paper on the planet. For $400+ a night I think a little better quality TP is justified.
November 13, 2013
Rated 1 out of 5 by Bayarearesident Only Parking Attendant provided Customer Service
I am extremely disappointed in my experience with the W Hotel San Francisco. I booked the Cirque du Soleil package that included tickets to a show, complementary parking and cocktails for one night stay.
The receptionist was very cold. No kind of greeting no acknowledgement of the package nothing. I thought it strange but wrote it off as an inexperienced staff. The room was as expected, nothing spectacular but nothing to complain about. It was clean, pretty comfortable with a nice view.
Since the receptionist did not mentioned anything about tickets I was expecting to find them in my room. Nothing...
When I called the front desk to inquire about my show tickets I find a flabbergasted employee explaining that she will need to contact her manager and get back to me. This was the first but not last time I had to reach for the phone.
The manager called back after 5 minutes asking me what day I want to go to the show. How about tonight I answer while I am staying in your hotel? He then says he will need to purchase tickets and will call me back when done. The show was for 8PM and I was on the phone from 5:00 to 6PM trying to sort out my ticket situation.
The manager buys the tickets and copies me on the purchase thinking that the order receipt would be sufficient to get me in. Good thing I read the fine print and find out that the tickets need to be presented in printed format with a bar code. Meanwhile someone comes to my door to give my a hard copy of the mostly useless ticket receipt.
Picked up the phone again to request a printout of the tickets prior to our booked dinner reservation which was on our way to the show. As I walk up to the desk and ask for my tickets, I get carded instead of receiving an apology for making me work for something that was supposed to be part of the package. Can they be any ruder?
Unfortunately this wasn't the only mishap. The seats to the show were in the second to last row with the action bearably visible and when checking out W Hotel charged me for more than they should have and only promised to take care of it (within a week) after I pointed it out. The receptionist tried to explain (lie) to me that the overcharge was a security deposit that will be reimbursed, instead of apologizing for their mistake. Really? Do you train your people to insult your guests?
Needless to say, I don't intend to stay there ever again and I'll make sure the Fortune 500 company I work for won't consider the SF location either.
December 21, 2013
Rated 5 out of 5 by CAT777 Superior Service
All the staffs are very nice and professional, special thanks to Priya, who is extremely friendly and resourceful, made us feel like home. She took extra step by sending birthday card/little chocolate cake with super nice presentation to room for my 7 years old boy. The little gesture touches our heart and we will remember it forever. We stayed many hotels in the city including St Regis, W San Francisco Hotel is by far the best hotel ever.
Beside excellent service, food is also really good, very nice location, comfortable/attractive contemporary lobby, and bright/artistic room decoration with good view.
June 25, 2013
Rated 5 out of 5 by nadeemii Excellent staff and location
Standards is above the typical W Hotels brand and service above and beyond. Conveniently located and an amazing bar t9 relax in.
May 31, 2013
Rated 5 out of 5 by bmhuetter Love this hotel! Excellent Service
Alex was a great host and helped to check me in quickly with a high level of quality customer service.
June 5, 2013
Rated 5 out of 5 by Birthday19 The San Francisco Treat
This is a facility that breaks from the brass, oak, marble ,traditional style luxury hotel. Black granite, stainless steel, and glass abound. With the addition of fresh lillies, fireplaces and modern seating areas
the hotel feels more like a club than a stuffy hotel lobby. The advant garde thread continues throughout the hotel's corridors and rooms. The room itself had an efficient eastern motif. There was a window bench, white plantation shutters, pink glowing Buddah, A stainless steel Kaliedescope and bleached wood workspace/entertainment center. Room was exeptionally clean and bed was super comfortable. Staff was friendly and helpful. This place matches the vibrant essensce of SF perfectly.
August 9, 2012
Rated 5 out of 5 by Patrick99 Wonderful and fun hotel despite billing issues
We came to town booking 2 rooms for 4 days to scatter the ashes of a loved one. The hotel was lively and fun, but certainly not loud or noticable in the rooms.
From check-in, we were welcomed warmly. The gentleman who checked us in helped us upgrade to rooms and moved us so that we were able to check in early. I came down with a question the next day, and he even remembered my name. That is service!
The restaurant and the bar were great, adn the girl who served us in the restaurant a few times at breakfast and once for dinner was very sweet and attentive.
We did book a "Bliss Spa" package that included credits at the spa. Unfortunatly, the spa was so busy the only thing we were able to book between the 2 of us over the 4 days was a single manicure. That left us with a significant credit. I inquired about it before checkout, at checkout, and the hotel followed up a day later as they tried to figure out what to do. I heard from one of the managers a little over a week later appologizing as it was a new package and they had not worked out the kinks yet. Instead of offering me SPG points, he simply refunded the complete value of the unused spa credits, and gave me SPG points on top of it, which was much more than I asked for to begin with.
It is clear that the staff care about their guests, and they all went above and beyond to make our stay enjoyable.
I will be back next year when I am back in San Francisco.
October 2, 2012
Rated 3 out of 5 by LCM1 fair
gave me an unlcean (beds not made, trash, etc.) room. then gave me a nice room with a room light that didn't work. i asked a few times to have it fixed and it never happened.
December 6, 2013
Rated 5 out of 5 by Fuellenbach Amazing Food
Each year I experience dozens conventions that are catered. A few months ago I attended an industry event at the W Hotel in San Francisco. Everything was remarkable. I give the highest praises to the staff and hotel for my experience at the W Hotel but one thing above all others deserves a praise of excellence. The team of Chefs that catered the event was amazing. Catered food usually is not remembered or even praised but the chefs that created the menu did such a wonderful job I wish I could find a restaurant that offered the dishes they prepared. My hat is off to the catering team.
July 12, 2013
Rated 3 out of 5 by Jo199987 Dog issues
First time at a W hotel. Disappointed as there was a barking dog next door. Also when I asked for herbal tea to go with Keurig machine, we were delivered caffeinated teas and one decaf Lipton (ugh) tea bag. Probably will not return.
November 30, 2013
Rated 5 out of 5 by WorldTraveler73 Excellent Rooms and Staff
Very nice rooms, especially the corner rooms with a cozy corner area for having drinks, chatting or playing a board game. Staff were very friendly and helpful with everything. The South of Market location close to Union Square, MOMA and nightlife is also very convenient.
November 25, 2013
Rated 5 out of 5 by SFGuy Just Perfect
I have stayed over 50 nights at W;s this year...and have never felt compelled to write a review till now. Most W's are good at what they do, so I don't give reviews.
Today I stayed checked in at the W in SF and felt like I needed to just get on the board and say how awesome everything is. From the staff, bellhops and property everything is working like a well oiled machine here. Nothing over the top, not trying to hard...just perfect at what they do.
Can't wait to return...and I haven't even checked out.
October 13, 2013
Rated 5 out of 5 by Benj09 Very good staff and service
Booked New Year Eve and am satisfied about the hotel and service.
The room is very clean and huge TV impressed me. Decoration of room is special and you will like it.
The only con is that there was a party and the music in lobby was extremely loudly that you cannot even hear what the Frontdesk staff saying.
January 13, 2014
Rated 5 out of 5 by Alex518 Awesome hotel!
The W San Francisco met and exceeded all of my expectations. The room was clean, the bed was comfortable, the bar in the living room was amazing and the food was delicious; especially the grilled cheese.
The gym was also great and very clean. I loved that each cardio machine has its own television.
The staff, from check-in to check-out, was very knowledgable of the hotel and the city and very friendly and quickly answered/solved concerns and questions.
The changing of floor mats throughout the hotel is a nice little touch too that I enjoyed.
June 3, 2013
Rated 5 out of 5 by Angela2511 The service is outstanding
From the valet service to the bar to the housekeeping staff, the service was outstanding! All our questions were answered, a fabulous recommendation for dinner was provided (Alexander's Steakhouse) and when we checked out but left something in our room, it was not a hassle to get a key card to go back up and retrieve it. The room was cozy and quiet and the view was incredible. We will definitely stay here again. Thank you for a wonderful "date night".
January 6, 2014
Rated 5 out of 5 by HoGeol Attention to detail
staff knew what I wanted.. before I asked..nice location..1st floor restaurant (Trace) was good..
January 13, 2014
Rated 5 out of 5 by NR56 My favorite SPG in San Francisco
The staff has always been amazing from check-in to Whatever/Whenever requests. The rooms are spacious and always clean. Every time I come to the area I try to stay at this hotel. It's modern and classy and the bathrooms are huge. The only drawback is the gym is small and in the morning before work it is really crowded.
January 10, 2014