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“Hip hotel with poor service” 3 of 5 stars
Review of Hotel Zetta San Francisco

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Hotel Zetta San Francisco
4.0 of 5 Hotel   |   55 Fifth Street, San Francisco, CA 94103 (Formerly Hotel Milano) (SoMa)   |  
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Ranked #24 of 235 Hotels in San Francisco
GreenLeadersPlatinum level
Senior Reviewer
8 reviews 8 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
“Hip hotel with poor service”
3 of 5 stars Reviewed June 22, 2014

I found this hotel to be very cool and well suite to young folks and couples, but not so much for families with tiny tots; aged <3. The playroom is meant for bigger kids.
The hotel room was nice; excellent facilities and quirky design. I love the Neil George toiletries; and the bookcase wallpaper in the bathroom, very unique.
The second floor entertainment area is also nice especially when it's not crowded.
However, the service left a lot to be desired. I asked for my food to be re-heated and I was amazed to find out that I was told to come down to the restaurant myself to reheat the food.
In Westin hotel, we were told that a microwave was sent to the room when the same request was made.
I asked for extra coffee refills and creamers but only was provided with 2. Secondly; when I asked for a plastic bag to fill, I was given a very flimsy toilet binliner instead. Luckliy when I showed this downstairs, the front desk kindly gave me a very nice Hotel Zetta paper bag.
The concierge and porters were very very attentive and very very quick and efficient; booked our cab to SFO with no issues at all.

  • Stayed June 2014, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Benjamin D, General Manager at Hotel Zetta San Francisco, responded to this review, June 30, 2014
Dear Saiful K,
I am thrilled that you enjoyed our guestrooms, bathroom amenities as well as our playroom, I am however disappointed that we failed to respond adequately to one of your request. As you can see from previous reviews, we take great pride in providing excellent and personal service, we are reviewing your comments and will ensure to prevent them for future guests. Thank you for the nice comments regarding our Front desk and bellman, they indeed appreciate the recognition.
The entire team is looking forward to welcoming you back at Hotel Zetta San Francisco.
Sincerely,
Benjamin Duverge - General Manager
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308 reviews from our community

Traveler rating
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (63)
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Portland, Oregon
Contributor
20 reviews 20 reviews
19 hotel reviews
Reviews in 13 cities Reviews in 13 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed June 19, 2014

Hotel Zetta is a good hotel in a crazy hotel market. I have the hardest time w hotels in SF- often my go-to options are full or priced sky high- this was my first time at Hotel Zetta and overall I was pleased with the choice.
The location is great- right off of Market Street close to shopping, easy access to most everything in SF. The lobby is cool- design is a bit hipster-influenced but quirky, yet comfortable.
Check in was a bit slow- came w a group so there were a few of us but the front desk folks weren't the most efficient.
Rooms are very big- especially for a city hotel- mine had a nice sitting area w a couch- Room design was cool- they talk a lot about being digitally connected in the room- the wifi was good- but nothing more than you would expect for a like-priced hotel.
Bathroom was good- good toiletries though in the shower there was the large bottles of shampoo, conditioner etc. (which is nice for the environment I suppose) but no shower/ bath wash- of the 3 bottles in the shower 2 were shampoo and 1 was conditioner- small detail but the devil is in the details right?
View is terrible- as in there may as well not be windows. I was on the 6th floor- backside of the building and about 3' out the window was another building/ window- absolutely no natural light- which was a bummer.
Paid a small fortune for the room and for that price had high expectations- Little things like not having service in the upstairs lounge (had to carry drinks from the 1st floor lobby to the 2nd floor lounge space myself- though they did let me borrow a tray!) keep this from getting an excellent rating from me.

  • Stayed June 2014, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Benjamin D, General Manager at Hotel Zetta San Francisco, responded to this review, June 30, 2014
Dear Aaron212,
Thank you for staying with us and for giving us some constructive feedback. We are passionate about our guests, our hotel and I can assure you that we appreciate and value your feedback.
We do have different type of rooms configurations and if view and natural light are of importance, our team will be delighted to accommodate. Views, because of our central location and being a smaller hotel, is not one of our major attribute, but we do have rooms with great natural light.
I am thrilled that you enjoyed your stay and I am looking forward to welcoming you back when your travels bring you back to San Francisco.
Safe travels,
Benjamin Duverge - General Manager
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Santiago, Chile
Top Contributor
67 reviews 67 reviews
35 hotel reviews
Reviews in 28 cities Reviews in 28 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed June 17, 2014

I stayed at this hotel while visiting San Francisco ... location is great close to Union Square, and beside Westfield Shopping Center.

The concept of the hotel is modern, and everything is very good. Staff is very, very friendly.

Highly recommended ... I will be back for sure!

  • Stayed May 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Benjamin D, General Manager at Hotel Zetta San Francisco, responded to this review, June 23, 2014
Dear C V,
Thank you for leaving us some feedback on this site, it is very helpful. I am thrilled that you enjoyed your stay and our team. We are looking forward to welcoming you back next time you are in our wonderful city.
Safe travels,
Benjamin Duverge - General Manager
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Los Angeles, CA
Contributor
13 reviews 13 reviews
9 hotel reviews
Reviews in 7 cities Reviews in 7 cities
34 helpful votes 34 helpful votes
5 of 5 stars Reviewed June 17, 2014

Had a wonderful weekend over Memorial Day with our two kids (5 and 7 1/2), meeting friends at Hotel Zetta. The staff was attentive, helpful, courteous and upbeat. The "loft" game room was a huge hit for the kids and adults (pool table, board games, shuffleboard "table" game, ping pong, etc.). Had cocktails (not the kids!) from the very cool and well-stocked bar that were DELICIOUS. Room was large and very comfortable with a great bathroom and amenities. It was also the quietest room I've stayed in in SF. Great soundproofing from traffic sounds. A convenient walk to a lot and so near the BART and Metro stops that you can get anywhere in SF from steps outside the hotel. We will definitely be returning!

  • Stayed May 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Benjamin D, General Manager at Hotel Zetta San Francisco, responded to this review, June 23, 2014
Dear LikedsToTravel2006,
I am thrilled that you have chosen Hotel Zetta for your memorial day weekend getaway with your family. We have the perfect location for easy access to all the interesting sites in San Francisco. Our Playroom on the second floor, overlooking the lobby is a great space to spend some time with friends and family, young and adults. I am glad that you enjoyed it! We cannot wait to welcome you back.
Cheers,
Benjamin Duverge - General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Quirindi, Australia
Senior Contributor
21 reviews 21 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed June 14, 2014

Spent 6 nights at this very well appointed refurbished Hotel..funky you could almost say...Staff were so helpful in answering any question we asked them and we have to mention a great big thank you to Caroline who went out of her way to make sure our stay was as comfortable as humanly possible. Did I get to mention the amazing artwork in foyer & beyond, games area, bar etc...Rooms were so spacious,beds were great, just so much room to move. Only minus was the Restaurant for breakfast, really needs a shot in the arm. Would recommend this Hotel to anybody that cares to listen.

Room Tip: Just talk to staff & they'll have you in a room that's suitable for your needs. Rooms at...
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  • Stayed June 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Benjamin D, General Manager at Hotel Zetta San Francisco, responded to this review, June 17, 2014
Dear Annie2343,
It is always good to read reviews like yours and the team love to hear that they are making a difference and creating long lasting memories. Yes we have a very cool design with unique art but colleagues like Caroline are the one who make the difference. You seem to have had enough time to enjoy all our amenities and our playroom. Thank you for staying with us, we hope to see you soon.
Safe travels,
Benjamin Duverge - General Manager
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Edinburgh
Contributor
11 reviews 11 reviews
Reviews in 6 cities Reviews in 6 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 11, 2014

We spent 4 nights here and were extremely impressed. The staff were incredibly helpful and attentive, offering great advice (a special mention to Carolyn - brilliant!). The room was excellent with a very comfy bed and superb shower. Minutes from all the sights, shops and for those patient enough to queue, the cable car. We'll be back!

Stayed June 2014, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Benjamin D, General Manager at Hotel Zetta San Francisco, responded to this review, June 30, 2014
Dear TallTomT,
I love to read reviews like yours that mention our fantastic colleagues. Indeed we do have an ideal location, great rooms with great beds and shower as well as a fun and vibrant ambiance, but what truly makes us stand apart if the passion and dedication of colleagues, like Carolyn. Thank you!
Quick tip for the cable car, just walk down a couple of stops down the line on Powell street and you will not have to stand in the long line at the Cable car turnaround.
Cheers,
Benjamin Duverge - General Manager
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Makati, Philippines
Contributor
17 reviews 17 reviews
8 hotel reviews
Reviews in 11 cities Reviews in 11 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed June 9, 2014

Perfectly located amidst small eateries and coffee shops, connected to a mall and 3 blocks away from Union Square. Hotel Zetta presents a refreshing experience of the Bay Area. The staff is amazingly friendly and courteous while amenities are expansive without being overwhelming or cliche (giant Jenga). The rooms are spacious but cozy and the bathroom gives you the comfort of walking around without hitting anything. The decor is very modern, hip and clean.

We were here for a wedding and although breakfast was not included or offered by the hotel there are a lot of options along 5th street that will satisfy anyone. The hotel is also conviniently beside Westfield mall for any shopping binge.

The staff here is one of the best I've encountered. Very helpful and knowledgeable of the area and always with a smile. They'll easily hail a cab for you or direct you to what you are looking for and make suggestions on what to do.

  • Stayed May 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Benjamin D, General Manager at Hotel Zetta San Francisco, responded to this review, June 10, 2014
Dear Gin C,
It was great to have you here and I am thrilled that you enjoyed our hotel and the team. Thank you for the kind comment regarding the team, they truly care and their goal is to really make your stay unique. You mentioned our giant Jenga, I hope that you had time to play it along with all the other games that we have in our Playroom: pool table, Shuffle board and Ping Pong table.
We are looking forward to welcoming you back soon, next time you have to try the Breakfast at our restaurant "the Cavalier", it is a great way to start the day.
Safe travels,
Benjamin Duverge - General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel Zetta San Francisco

Address: 55 Fifth Street, San Francisco, CA 94103 (Formerly Hotel Milano)
Phone Number:
Location: United States > California > San Francisco > SoMa
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#1 Green Hotel in San Francisco
#12 Luxury Hotel in San Francisco
#17 Business Hotel in San Francisco
#35 Romantic Hotel in San Francisco
#49 Family Hotel in San Francisco
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hotel Zetta San Francisco 4*
Number of rooms: 116
Official Description (provided by the hotel):
In a city of exquisitely edgy contrasts, Hotel Zetta offers a high level of sophistication and service without taking itself too seriously. The vibrant décor and sustainable architecture lend an innovative, creative vibe, while the high-tech conveniences, oversized guestrooms and plush pillow top beds keep things modernand always relaxed. Located in the heart of San Francisco’s famously techy-savvy SoMa district and walking distance to Union Square, Hotel Zetta invites style-seeking travelers and local professionals to work, connect, play and get inspired.Located in the heart of San Francisco’s famously hip SoMa Distict, Hotel Zetta offers 116 fashionable rooms and suites to style-seeking business travelers, culture-seeking out-of-towners and local professionals. Work-hard-play-hard business travelers can customize in-room work spaces with over-sized butcher block desks and a bevy of high-tech conveniences, from Internet-ready Samsung 46” smart TVs with access to apps like Facebook, Twitter and Netflix, to G-LINK™ docking stations that let you wirelessly stream videos from your mobile devices to your TV. Want to escape the bustle of the city without actually leaving the city? Our amenity-rich urban enclaves elevate downtime with down comforters and imported linens atop sumptuous pillow top beds, complimentary Neil George bath and body amenities, and Illy coffee espresso machines. Each room's unique quality is accented with a one-of-a-kind tapestry; a stunning collage of antique Oriental rugs. ... more   less 
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Also Known As:
Milano Hotel San Francisco
Hotel Milano San Francisco
Milano San Francisco

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