My wife and I stayed for 5 nights at the hotel enroute further north, and while the location was perfect for access to cable cars and Union Square, and shopping, the failure to provide guests with prior information about the virtual closure of the hotel restaurant for dinner was a distinct disappointment. We had chosen the hotel for the location, and particularly because the weather can be unpredictable in San Francisco, and we wished to have access to a restaurant within the hotel in such an event. A few sandwich-style meals could be purchased but nothing as advertised in the hotel web site. Talking to hotel staff, we were told the reason for the restarurant not opening for full service was because the new menu had not yet been finalised - however this situation had been ongoing we were told for many months.
We also wished to have breakfast served in our room, and we were happy to pay for the additional room service charge (and did), notwithstanding the cost of the breakfast was included in the accommodation charge. There was difficulty in explaining to the hotel staff, and confusion occurred over three days until they finally understood our request, which frankly for a CBD hotel In San Francisco our request should have been a non event.
We can recommend the hotel on the basis of its location, but the restaurant and breakfast issues made us think perhaps we should have booked elsewhere as accommodation in the CBD is competitive.
Request a room on the very upper floors for a quiet stay, perhaps facing away from the street.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 2, 2013
Thank you kindly for sharing your experience from your recent stay, we truly appreciate the feedback. Although I’m pleased you found the location convenient, I’m sincerely sorry about the confusion regarding the in room dining. We will happily make the necessary changes to the website; the last thing we want is for our guests to feel miss-lead. We are in the process of making many changes to the restaurant, which is why we are offering a limited menu as of right now. We also have a long list of nearby restaurants that will deliver to the Hotel. As far as the breakfast / room service goes, that should not have been a problem and I will speak with the restaurant manager for further training with staff. Hopefully this experience does not deter you from staying with us again in the future, we would be more than happy to have you return.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.