My family just spent 10 days in CA - we started in San Francisco and then drove down the Coast. I thoroughly researched each of the 3 hotels we were staying at on Trip Advisor and after spending hours on end, chose Hotel Nikko for our San Fran hotel. Traveled from NY, landed in San Fran around midnight CA time; by the time we got our bags, rental car and made our way to the hotel (which was not an easy task - the Mason Street address is not the actual front entrance, nor is it the entrance to the valet - - it is the one way exit for the valet parking) it was nearly 2 AM (5 a.m. NY time - by now we were awake for almost 24 hours). We couldn't wait to get some well needed sleep. We did call ahead from the car rental counter to advise that we were running further behind than expected - and were told it was not a problem.
So, when, upon checking in, we were told "well, I have some good news and some not so good news" - imagine my horror! The hotel had overbooked! I had booked months in advance and prepaid for a room with 2 Queen beds - to accommodate my family of 3. When I expressed this to the man at the desk he acknowledged that it was their "mistake". He offered us a king room, with a rollaway bed for the first night - and for the remainder of our stay (2 more nights) we would be given a room on their "private floor" (23rd thru 25th) "which I think you will like very much" - as well as free continental breakfast each morning, and free wi-fi.
I have to admit - the new room we were given was a very nice, large room. The beds were very comfortable, room was clean and it had a nice City view. Bathroom was also very nice (though I would suggest putting some shelves in the shower - a woman has to shave and needs someplace to rest her foot while in the shower ;) It's the little things.....) The continental breakfast offered was also a very nice extra. Saved us a few bucks on what was a very expensive trip.
Would I go back if I found myself in San Fran again? Maybe. As others have said - the idea that in addition to paying close to $400 per night, they also charge for wi-fi; $57 per night for parking and an additional charge to use pool/gym is pretty ludicrous.
Also have to comment on the issue of homeless people. We were shocked - this coming from New Yorkers - at the amount of homeless people in San Francisco (we went on to see it was not limited to just Northern CA, but throughout the State - very very sad). We were out and about most of the time doing the Golden Gate thing; went to Sausalito; Alcatraz tour; did the Carmel/Monterey Tour, Lombard Street, etc., so we really did not spend that much time actually in and around the hotel. The 1 night that we were there for dinner we did walk right down the street to an Italian restaurant on the corner - which was recommended by the doorman. We felt safe walking that short distance. Honestly though, we would not have felt safe walking any further than that.
So all in all they did make good on their overbooking "mistake" and we enjoyed our time at Hotel Nikko.