Rated 2 out of 5 by Travel1 W lacks concern for cleanliness
Bathroom towels, washcloths, rug, and robes had spots on them, and they were worn. Clearly, W in SF lacks concern for cleanliness.
March 4, 2013
Rated 5 out of 5 by bobaustin Great place
Very convenient to Moscone. Restaurant was great. Service was great. Room was great. What more could you ask for.
May 14, 2012
Rated 2 out of 5 by FormerWguest Old, tired and overpriced
How on earth do you have the audacity to charge almost $500 per night and squeeze your "guest" for room email access and a bottle of water? Charge for your room, which is pretty run down, but stop squeezing pennies.
Also, not once but three times, housekeeping just walks into the room!!! How about a knock and an announcement of who is coming in?? (YES, 3 times).
The closing insult is a $280 quote for a car to the airport. Really? A regular taxi was 80. You needed to attempt to squeeze us for another 200?
The novelty of your brand has diminished, Cool vibe bar and overpriced everything only works if the quality is there. What a let-down
August 12, 2014
Rated 5 out of 5 by Jessiethedog Top notch service
Concierge team was great at recommendations on dining, getting around, and arranging entertainment.
July 7, 2013
Rated 1 out of 5 by raysk this hotel needs improvements
the bed was terrible
the toilet broke
the television system failed
the spa was primitive
May 10, 2014
Rated 5 out of 5 by TT71 Exceptional Service
What a great property. Alex and Nicholas went above and beyond to make sure my stay was amazing.
October 2, 2013
Rated 5 out of 5 by JF35 Front Desk is Awesome
I was given the high floor, person who checked me in was professional, nice and courteous.
February 17, 2013
Rated 5 out of 5 by sheratonian Location is great. Parking nearby
All good. The only item is the air vent. It blows directly to our heads while sleeping.
September 6, 2012
Rated 1 out of 5 by nowforme subpar experience
of all the starwood properties i've stayed at in the us and internationally, the W at SF was one of the most disappointing. lack of customer service, lack of spg recognition, multiple phone calls and follow ups on requests and questions on my part (the opposite of their "whatever, whenever" motto. addressing me by the wrong name multiple times during my stay-- had to correct multiple times (they should have just kept it to Ms. if the staff weren't sure). window panels in the room were peeled off and hanging on a hinge but covered by the curtain. lack of door for the bathroom (not ideal when sharing room with someone else). lack of responsiveness from housekeeping for restocking throughout the day (yes, had to request multiple times before housekeeping came). no suite at this hotel w/ 2 beds. no executive lounge. even though they advertise the acura service, they were completely unavailable during the week we stayed at the property. also never returned my voicemail... had to call them back on my own.
the breakfast at trace was delicious.
i am purposely staying at another W in my recent trip to NYC to see if the unhelpful and pretentious staff is a trend at the W or if it's just exclusive to SF.
February 1, 2012
Rated 2 out of 5 by Parimeta Parking is the worst
Staff are not friendly.
Front desk is not helpful
Would not recommend
June 18, 2013
Rated 5 out of 5 by Kai67 Great Plöace to stay
Booked a Fabulous Suite and got an UG to Extreme Wow! It was WOW indedd
August 22, 2013
Rated 2 out of 5 by tiger777 plumbing
This is a very old hotel with some major mechanical problems.
January 18, 2015
Rated 1 out of 5 by phylik great hotel
noisy downstairs bar; make sure you look upstairs
May 12, 2014
Rated 2 out of 5 by KS36 Receipt
Noisy room, and no attention to details from receptionists.
August 30, 2013
Rated 5 out of 5 by Shirlkmo Great experience
Repeat visit to hotel and I will come back again!
October 8, 2013
Rated 5 out of 5 by NMolaie23 Such a wonderful stay at the W!
My boyfriend and I recently stayed at the W San Francisco and couldn't have had a better experience! The hotel itself was gorgeous, super clean, had all the amenities you could need, and had a nice trendy vibe. The location was perfect, walking distance of everything (BART, union square, Chinatown, etc). We used the complimentary Acura car service and were accommodated right away which was awesome and our driver was awesome! He was super friendly and helpful. The assistant manager Claudia knew we were there to celebrate our anniversary and went above and beyond to make our stay as special as possible! I had emailed her the day before check in to see if it was possible to check in early and even though the hotel was sold out not only did they accommodate us with early check in but Claudia treated us to a room upgrade with a beautiful view! Later that evening we were surprised with a room service delivery of appetizers, deserts, and free cocktails. Claudia also left us a super sweet hand written note as well wishing us a happy anniversary. Of all the hotels we have stayed at I've never had such a genuine experience with the staff like the way Claudia made us feel on this trip at the W. She made us feel truly special and we will definitely be staying here again at our next trip up to San Francisco.
April 7, 2013
Rated 2 out of 5 by atlstarwoodfan Off experience
This was a bad experience at a hotel that I normally really enjoy. I had to wait 15+ min to check in because only 1 person was working the front deck despite a long line of weary travelers. My room ended up being next to the ice machine which was ridiculously loud. When I complained the first night the staff graciously turned it off but the 2nd night I was told that it was on a timer that shut off at 11pm and there was no flexibility. Being on east coast time and traveling for work I wanted to go to sleep ahead of 11pm and found the service lacking in empathy. They were clearly booked to capacity but thats no excuse for bad service.
August 23, 2014
Rated 5 out of 5 by LizFromBoston Stylish, comfortable hotel
The lobby lounge is beautiful and comfortable and offers a cozy space to unwind, which we desperately needed and availed ourselves of. We checked in a bit early, which turned out to be fine, and had a leisurely stay. Location is stellar - walking distance to excellent cafes. It'd be helpful if information like "what floor is the restaurant on" were listed anywhere in the hotel guide (it isn't - frustrating) and if coffee-making facilities are available, please just provide them rather than making the guest ask for them. My only other quibble is the entrance through the bar - loud disco music when arriving back after a tiring night, jarring - avoidable if you go around to the other entrance, but eh. Overall, the room was beautiful and comfortable, the hotel staff were breathtakingly helpful and kind (every single one of them!), we loved the lobby lounge in late afternoon and the food we had unwinding there was superb. It was a relief to relax and just trust that whatever we ordered would be fantastic, and that our waitress would take excellent care of us, and those things were true. There are lovely touches everywhere - the concierge desk had some refreshing lemonade and fresh apples available, loads of plugs on the desk in the room for charging up our various devices, the corner window seat/couch was cozy, the elevators are even decorated inside with scented oil and eye-catching 3-D artwork. There's a tiny bit of room for improvement, but this was an excellent place to be. Thank you!
August 28, 2012
Rated 3 out of 5 by afuka Unisolated Business center
It was the most awful experience at business center in hotel I have ever had. There was not isolated business centre.
I had to use Business Centre in the middle of night and had a lot of problem with noise coming from the bar and restaurant on the floor below. Additionally, in that night, a sanitary engineer came and started to work at toilets near by. While I was in net conference with people abroad, he kept making big noise and spoiled the conference.
A time when I need to use business centre is either early in the morning or late in the night. That is before or after normal business hours. Business centre should be designed for quiet environment.
August 10, 2013
Rated 2 out of 5 by JC27 This Hotel is subpar
This hotel has a very small lobby. Extremely unpleasant to wait in line in such crowded area. Very inefficient check-in process. Room was not ready when we arrived. I was told someone would help us with the luggage (storage). Nothing happened. We stood there waiting for a long time and finally I had to ask the concierge to help. Also, there is no separate check-in counter for SPG Gold/Platinum members like other Starwoods hotels I have stayed in Asia and N. America.
We went shopping for almost two hours and then returned to the hotel and waited in the crowded lobby again for another while. Still no phone call or text message to tell us our room was ready. I had to line up again and finally found out that our room was indeed ready. During that time, other guests came to the same counter and complained about the long wait they had experienced. I guess I was not alone. Also, the check-in process was so hectic and interruptive that I was not recognized by a SPG Gold member. No amenity option was discussed at the front desk.
When we arrived at the room, we found out there was a lack of basic amenities (e.g. only one complimentary bottled water and one bathrobe for 2 guests). When I asked for an additional bathrobe and two pairs of slippers, there were numerous problems:
(1) it took them a long time to arrive even. I was called at least three times by their staff to check and see whether I received the stuff. At least once I was told they took the stuff to the wrong room;
(2) when the staff finally showed up, he had brought the wrong stuff to us; and
(3) by the time they brought the items we requested, more than an hour had passed. Now imagine that we're tired and tried to take a shower, change clothes before going out for a dinner and a show in the evening. This was absolutely not I would have expected from a W hotel.
January 3, 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 4 out of 5 by lvega5536 W Valentines
My wife and i traveled to San Francisco for an early Valentines day celebration. The staff, and our ambassador worked extremely hard to help me surprise her with a heart felt welcome to start our weekend. They brought local flowers, her favorite wine, printed out pictures of us put them on the bed, and had our favorite song playing. The staff was always there to help, and the best experience was how quickly they were able to accommodate and always making sure if there was anything else they could do. I would highly recommend this hotel and starwood., i'm a loyal ambassador guest and my loyalty to the Starwood brands grow due to experiences such as this one.
February 5, 2014
Rated 5 out of 5 by vanariesboy Comfortable rooms, attentive staff made a wonderful vacation
We stayed five nights at the W San Francisco while on vacation in late July 2013. This hotel is conveniently located in SOMA, about two blocks south of Market Street. Access from the airport is easy by BART to the Montgomery Street station.
The W has a reputation for a busy lobby with loud music playing. This is well-deserved: the lobby was hopping most of the time we were there. It wasn’t disruptive to our stay, though: none of the music carried up to our floor (the 20th) and, in fact, the room was very quiet and we never heard sound from the hallway or the adjacent rooms.
Despite being an SPG Platinum member, the hotel offered only a one-level upgrade, from a “Wonderful” to a “Spectacular” room – this was still the most basic room at this hotel, but on a higher floor. The room was very cutely decorated, with little knick-nacks all over the place, including a light-up, colour-changing Buddha. In addition to a fully stocked minibar, there was a bottle of wine and several bottles of hard alcohol placed around the desk area. On a more practical note, there was a nifty device on the desk capable of charging numerous brands of cell phones, as well as five other plugs at desk level for computers or other devices. The ‘little things’ were done nicely, like a light in the closet that turns on automatically when you open the door. There was also a cozy window seat with a nice view of the Bay Bridge.
The bathroom was bright and clean. The “Bliss” bath amenities, especially the lemon-scented soap, face wash, and body butter cream, were delightful as always.
The best feature of the room, however, was the bed. We had a king-size pillow-top bed with just the right combination of support and softness. We slept soundly every night of our stay.
The room did not come equipped with a coffee maker, but the hotel will provide a Keurig machine at no charge upon request. However, the coffee and condiments are not refreshed daily by housekeeping; you need to call and ask. The Whatever/Whenever service is always attentive, though.
Unique among Starwood hotels, the W chain has an iPhone app that, among other things, allows guests to make requests, order room service, etc., without having to pick up the phone. Unfortunately at the W San Francisco the app didn’t work properly, and produced a ‘server error’ at the very final stage of ordering. No worries, though: the “Whatever/Whenever” service always picked up the phone immediately, addressed me by name, and were happy to meet any request. Overall, we found the level of service by hotel staff to be among the best we’d ever received in a hotel.
The fitness centre is located in a nice, bright area on the fourth floor. There is a shallow swimming pool and a hot tub, both located under a large skylight. The pool area is open until midnight, which is a major plus because it allows evening time in the hot tub after families and small children have gone to bed.
The fitness centre itself has a good number of up-to-date cardio machines, but is really lacking in the strength department. There is really no available floor space for stretching, and has only one rack of free weights and one multi-purpose weight/pulley machine. The biggest problem, however, surrounds the cardio equipment: the ceiling is too low, and as a 6’3” person I hit my head several times while using the elliptical and treadmill. This safety concern must be remedied as soon as possible.
We ate breakfast each morning in the hotel restaurant, Trace. There is no buffet but the menu offers a reasonable selection. The items were tasty with generous portion sizes. At this hotel, the SPG Platinum breakfast benefit is a $15 credit per person, which will cover about half the items on the menu. It does *not* cover the absurdly high $5.50 cost of coffee, however. In fact, the very same coffee is available for free each morning a few paces away in the bar.
A unique feature of W Hotels is the “Acura Experience” car service. Despite the text in the hotel’s guest directory, the service is in fact only available afternoons. We used it to go to an out-of-the-way museum, and both the car and driver were very pleasant; the driver even suggested other destinations in the same area. There is an on-board video touting the Acura’s features, but the sales pitch was low-key and a small price to pay for this complimentary service.
Overall, we were very impressed with our stay at the W San Francisco. Without exception, the staff were attentive and friendly. Even our basic room was quiet, comfortable, and restful. We will definitely stay here again.
Tip: take the time to explore your room. The nooks and crannies are packed with small delights.
November 17, 2013
Rated 5 out of 5 by Jamison This hotel has great location, service and staff
My girlfriend and I thoroughly enjoyed our stay at the W this past weekend. The front desk quickly recognized my platinum status and upgraded us to a fabulous corner room, which was great. Unfortunately, once we got to our room, it smelled like a combination of smoke and deodorant body spray. The manager, Alex, however was very quick to apologize for the inconvenience and switch us to another corner room on a higher floor. The view was amazing. His customer service was amazing and really made our trip. Only negative thing was that the pool/hot tub was closed Friday for maintenance, but what can you do. Overall, great stay!
July 15, 2013
Rated 3 out of 5 by YammerFamily Rooms were very nice but service was lacking
The location was great, rooms were very nice and the fitness room was great. We found the check-in process extremely slow with only 2 desks open for a line-up at check-in. Also, we found that the concierge was not available much of the time and when she was, she was not very friendly nor was she welcoming. The one suggestion for dinner she did provide was good but other times, she appeared a bit condescending. At check-out, we called for a taxi van for getting to the airport and the liberty was taken to order 2 cabs without communicating with us. Also, the doorman was not at all friendly and he appeared irritated with assiting us in getting airport transportation.
August 24, 2012
Rated 3 out of 5 by Jack54NH Poor management
I checked into this hotel having been forced from our hotel in Napa due to the earthquake.
The person at the desk was very unhelpful and we had to wait several hours for a room...My Platinum status was not acknowledged in any way. The whole hotel was taken over by a large group who kept the bars (both) and living room area tied up so it was nearly impossible for anyone else to get a drink or a snack.
The room was tiny and not remarkable in anyway....but over $600/night. No restock on the bath products. Housekeeping closet was next door...door constantly slamming shut.
Overall a disappointing experience and not what I have come to expect at a W Hotel. I would not return.
August 27, 2014
Rated 4 out of 5 by Amy0504 Everything was perfect except one staff
Your staffs and hotel are outstanding. I really enjoyed my stay. However, one of your front desk agent was rude. I wanted it to tell her upon checking out, but I just left. I don't know her name but it was an Asian girl with long hair working around 9am on Sunday 5/5. Also, she was there around 10-11am on Saturday 5/4. She didn't eye contact me and smile 'at all'. Her attitude was very rude overall. You need to train her how to deal with people. I felt so uncomfortable all the time and unfortunately it was my last impression of the hotel, so even though everything was perfect, I more likely remember this happening.
May 6, 2013
Rated 3 out of 5 by SouthBay11 Good location
Checked into the hotel late Friday night and I was told they upgraded my room. Got to the room and it had 2 double beds. The next day a large water glass with water and lipstick on it was left in my room. I didn't drink out of any glasses during my stay and the glass was larger than the water glasses found in the room. I never heard back from the hotel staff on why this was left in my room. The hotel staff said the Director of style would contact me and never did. Asked to have a taxi arranged to take us to the airport and it wasn't pre-arranged. Waited in the lobby after picked up bags and bellhop never returned.
January 3, 2013
Rated 5 out of 5 by 1WSFLover W SF
Every time I've stayed at the W SF it's been fantastic! From the moment you step in the door, you're greeted with a friendly face and a willingness to meet every need. I get really greedy when I stay at the W, making special requests (allergy free bedding, etc) and I get it all with a smile! The rooms are spacious and beautiful. The amenities are first rate (he hotel gym is currently under construction but you'd never know it by the amazing job they've done recreating it on the upper deck of the hotel! I used it two morning in a row and it was great!). I've stayed in other W Hotels around the US, this is one of my favorites. I will stay each and eery time in San Francisco.
February 22, 2014
Rated 4 out of 5 by Dave18 Just Okay
I have stayed at several W-Hotels, as well as several other SPG properties. This hotel is supposed to be a 5 star hotel, but felt more like a 3.5 star hotel. My "fabulous corner" room was next to a noisy ice maker and guest voices echoing up and down the emergency stair well at midnight.
The Trace restaurant wait staff was slow. At many times, they vanished during breakfast. The front desk staff was slow. Additional check in staff would have been beneficial. The concierge was no where to be found Sunday.
The location was fine, but as a 5-star hotel, it was disappointing. I think this hotel needs some staff tuning to make the experience truly memorable, in a positive way.
December 24, 2012