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“They made good on their mistake” 4 of 5 stars
Review of Hotel Nikko San Francisco

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Hotel Nikko San Francisco
4.0 of 5 Hotel   |   222 Mason Street, San Francisco, CA 94102 (Union Square)   |  
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Ranked #37 of 234 Hotels in San Francisco
Certificate of Excellence
New York
Level Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“They made good on their mistake”
4 of 5 stars Reviewed August 11, 2014

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.

Stayed August 2014, traveled with family
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NikkoGal, Marketing Manager at Hotel Nikko San Francisco, responded to this review, August 12, 2014
Hello Igottatravel_13,

First off, thank you very much for taking the time to write such a detailed review. I'm glad that your overall stay was good and that, after the hiccup at the front desk, we were able to recover and provide a comfortable stay for you and your family. I have communicated your shelves in the shower recommendation to my GM...you're absolutely right, it's the little things!!

We do recognize the homeless issue in the city is something our guests deal with. Our staff tries to be helpful in recommendations of where to go and, unfortunately, sometimes where to avoid.

Thank you again for staying with us. We hope to welcome you back very soon.

Sincerely,
Danielle Ortega
Marketing Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,644 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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qld
Level Contributor
24 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
1 of 5 stars Reviewed August 10, 2014

Ended up at this hotel as a mystery hotel through Priceline but rate was still $300. One of the few hotels still with vacancies at this time, and i was shortly to find out why.

First time driving in San Francisco (traffic) and so it was so good to arrive at the hotel and be offered only valet parking...for $55! That started things off on the right foot with this hotel.

Check-in. Free glass of champagne..someone must have really caught the manager on an off day for them to offer that as it was the only free service provided.

Check-in. Told use of the pool or gym was $20. What hotel charges extra to use their own facilities! Then they tried to upsell to a king size bed (yep - Queen is standard) for an extra $100. Wi-fi..another $20. Then tried to upsell some sort of breakfast.

Rooms..very basic, quite small. No view.

This hotel has vacancies for a reason. It sux. It seems to treat guests as walking wallets and needing to lighten their load, rather than visitors, and this is communicated from the very start.

I dont mind paying more for a good hotel if there is value. But there is no value in this hotel. Not much good about it at all. Only good point i can think of is the pillows.

Room Tip: To get a good room book a different hotel.
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  • Stayed August 2014, traveled on business
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NikkoGal, Marketing Manager at Hotel Nikko San Francisco, responded to this review, August 12, 2014
Dear Extralite,

Thank you for your comments. We keep our website up to date and accurate with the charges that guests can expect. Our desire is to make our guest experience as pleasant as possible with minimal surprises.

I am sorry we didn't meet your expectations but do appreciate you taking the time to review us.

Thank You,
Danielle Ortega
Marketing Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sao Paulo, SP
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 stars Reviewed August 9, 2014

Nikko is very close to the main shopping street, and also a couple of blocks from Powell station, which is great if you are coming from the airport. I read a lot about the homeless people in SF, how some areas could be a little scary, but we didnt have a problem here!
Our room was quite big, bathroom was very clean and amenities offered where quite nice, too.
Just three little things that were quite disappointing, specially if you consider that this is quite a nice hotel (3/4 stars) and we paid almost US$300/night:
1) C'mon, they charge you like US$20/day for wifi? Please... There`s a Starbucks entrance through the hotel, so that can help a little bit
2) We asked for information to go to the Golden Gate bridge at the Concierge, and they actually just printed out a google maps page - with the wrong info, btw. You`d think directions for the main attraction in the city would be something they had easily prepared. Noup.
3) I did notice that the sheets were not changed, which i thought it was a little weird. And surprisingly I woke up with 2 of those little bug bites on my thighs… coincidence? Dont think so...

  • Stayed July 2014, traveled with family
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NikkoGal, Marketing Manager at Hotel Nikko San Francisco, responded to this review, August 12, 2014
Hello Elishungaro,

Thank you for taking the time to review us and we appreciate all of your comments.

We take the complete upkeep and cleanliness of our hotel very seriously and would ask that you contact us directly to ensure that we may follow up if necessary.

Sincerely,
Danielle Ortega
Marketing Manager
415394-1111
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London, United Kingdom
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 stars Reviewed August 7, 2014

Very nice staff at front desk - we were on honeymoon and called ahead to the hotel. A very helpful and friendly lady, Gitanjali, arranged for a lovely welcome for us. All front desk staff were helpful and bar staff friendly, although bar was understocked (e.g. no snacks). Rooms pleasant, literary decor, appliances (fridge, a/c) very noisy and temperamental. Great location, some nice touches (cool evening events like playing old records, films in lobby). Could improve, would give them second chance.

  • Stayed August 2014, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Rooms
    • 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.
NikkoGal, Manager at Hotel Nikko San Francisco, responded to this review, August 12, 2014
Dear Phlang14,

Thank you very much for taking the time to review us. I'm glad to hear your stay went well and our staff was helpful. Thanks for the comments about the level of noise from the fridge and A/C; we will have our engineering department look into it.

I'm glad to hear you will give us another try and I hope when you come back we exceed all of your epectations.

Thank You,
Danielle Ortega
Marketing Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
istanbul
Level Contributor
79 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 85 helpful votes
3 of 5 stars Reviewed August 7, 2014

We stayed 2 nights in Hotel Nikko. We paid around 300 usd/night. The rooms were small, parking was 50 usd/day, wifi not free. Basically nothing was free, the location was not the best. So, Hotel Nikko did not meet my expectations. I would not stay there again. We just slept in a tiny room, and paid 700 usd for 2 nights.

  • Stayed July 2014, traveled as a couple
    • 3 of 5 stars Location
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
10 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 stars Reviewed August 6, 2014

+: Reception and Concierge staff very helpful, very central location. Recommended Fog Harbor at Pier 39 - great.
-: Breakfast expensive and not great (unless you like Japanese for breakfast). If you are after a proper American breakfast, eat out! WiFi expensive. Bed a bit saggy. Bathroom dated - think i must have been in the cheap seats reading some of the other reviews... but it was still $950 for 2 nights.

  • Stayed July 2014, traveled on business
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NikkoGal, Marketing Manager at Hotel Nikko San Francisco, responded to this review, August 7, 2014
Dear FuddleWuddle,

Thank you for your review, but I am sorry that we did not meet all of your expectations. We appreciate your input as it helps us achieve the best customer service possible.

I have relayed your comments regarding breakfast to our F&B team. We do offer American breakfast items on our buffet and menu as well as our Japanese breakfast, but I am sorry to hear you weren’t pleased with the selection.

I hope when you visit San Francisco again you will give us another chance to wow you.

Thank you,
Danielle Ortega
Marketing Manager
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north carolina
Level Contributor
49 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 stars Reviewed August 6, 2014

I first got in and the room is a nice size and clean. The bathroom had a tub and a shower and both were very nice. I was greeted with a fruit plate that I didn't know was for me. Sent to me by the wonderfully helpful catering staff. Andrea was very helpful and informative with our meeting. Nestor with audio visual was very professional and accommodating. Ryan was our fantastic audio tech. PSAV did a great job with our audio visual needs. The meeting rooms were very nice and had high ceilings for big screens.

Stayed August 2014, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NikkoGal, Marketing Manager at Hotel Nikko San Francisco, responded to this review, August 7, 2014
Dear soldieroflite,

Thank you so much for reviewing us! We are thrilled to hear that Andrea, Nestor, and Ryan were very helpful – they are all valued members of our team!

Please come again soon.

Sincerely,
Danielle Ortega
Marketing 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 Nikko San Francisco

Address: 222 Mason Street, San Francisco, CA 94102
Phone Number:
Location: United States > California > San Francisco > Union Square
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 Swimming Pool Wheelchair access
Hotel Style:
#14 Business Hotel in San Francisco
#17 Luxury Hotel in San Francisco
#28 Family Hotel in San Francisco
#47 Romantic Hotel in San Francisco
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hotel Nikko San Francisco 4*
Number of rooms: 532
Official Description (provided by the hotel):
Experience the fine art of hospitality and the ultimate in personal service set in the midst of a city world-famous for its charming history and its cutting-edge style. Hotel Nikko, just steps from Union Square in the heart of San Francisco, is an ideal destination for business travel or a special getaway. Hotel Nikko offers 510 elegantly appointed rooms and 22 suites. Guests are pampered by such amenities as Subarashee Yume pillow-top beds, high-speed Internet access, large flat panel televisions, stereos and CD players. Room service is available 24 hours each day. The Imperial Club rooms on the top floors provide breathtaking views of the city and offer special features such as Vibe TV viewed through the bathroom mirrors and luxurious Subarashee Ame showers. The exclusive Imperial Club Lounge serves a light breakfast each morning, and a wine and beer reception each evening. Guests enjoy our indoor fifteen-meter heated pool and whirlpool bathed in natural light from atrium windows. Hotel Nikko also features a 10,000 square foot health club that's open 24 hours, offering the latest in cardiovascular and weight equipment as well as men's and women's steam rooms and dry saunas. Massages, including traditional Shiatsu massages, are available by appointment. Our exquisite ballroom is a stunning venue for weddings, other social events and business meetings. The hotel also offers thirteen other function room and boardrooms, all with windows for natural light and impressive views of the city and the bay. Whether you are planning a simple conference for ten or a lavish gala for eight hundred, Hotel Nikko San Francisco will do everything to ensure your event is a stirring success. The elegant and intimate Restaurant ANZU is one of San Francisco's most acclaimed dining experiences. Here, European and Japanese culinary traditions reinvent one another creating a whole new delicious gourmet culture; and guests at ANZU's exclusive Sushi Bar are treated to an incomparable menu of fresh fish. ANZU serves breakfast, lunch and dinner, and on Sunday it presents its lavish Sunday Brunch. Our full bar with its breadth of wines and cocktails, displays an exciting imagination with its extensive menu of specialty cocktails and signature sake martinis. The lobby level Kanpai Lounge offers light cuisine, a full bar, specialty martinis, an extensive wine list and unique coffee and tea drinks. ... more   less 
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Also Known As:
Nikko San Francisco
San Francisco Nikko
Nikko Hotel San Francisco

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