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“Very Dissapointed” 1 of 5 stars
Review of JW Marriott San Francisco Union Square

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JW Marriott San Francisco Union Square
4.0 of 5 Hotel   |   515 Mason Street, San Francisco, CA 94102 (Formerly Pan Pacific Hotel)   |  
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Ranked #47 of 235 Hotels in San Francisco
GreenLeadersSilver level
1 review
5 helpful votes 5 helpful votes
“Very Dissapointed”
1 of 5 stars Reviewed November 23, 2007

My husband and I stayed numerous times at the Marriott in San Francisco located at 55 fourth street in SF. We always enjoyed our stay there!
We were not impressed with the staff at the JW Marriott When we arrived we carried our own luggage inside the building ,While staff members watched .Oh they did open our car door. We placed our bags on a bell mans cart,Then a staff member ran up handed us a claim ticket and shooed us away.We then went up to check in that was pleasant . We then went to our room we wanted to freshen up before our meeting ,The room way nice but had been freshly painted the outside balcony still had a large amount of plastic where they were still painting.We had to wait almost a half hour for our bags to be brought up to the room. The bellman insisted he receive a tip he just stood there ,Of course we tipped him. As a matter of fact ,All the Staff were so pushy for tips even for a bucket of ice (the hotel wouldn't allow us to get it ourselves) We stayed two nights at this Jw Marriott .We tipped to the tune of almost $250.00 to this pushy lazy staff. The bed linens were Not changed and were clearly soiled,The maid also did not vacuum or wipe anything down ,We were happy just to receive clean tiles. My husband works for the Government (The hotel would not honor any discount ) That was okay ,We also own a Rare Coin and Jewelry Company ,It was the principal of the matter. I am also disabled and at the other Marriott at 55 fourth street ,I was not charged for handicap parking .This hotel charged us approx. $88.00 a night. When we arrived back to the hotel the second night of our stay the valet parking attendant rudely stated he thought we had checked out??? What an insult ,I explained to him we were staying two nights . He rudely gave us another claim ticket for our auto. I then went inside to talk to someone at the front desk ,Their was a young dark haired Asian man there, He also was nasty, All I wanted to do was make sure we were Still booked for two nights ? He told me yes ,Then I asked about the parking situation with handicapped parking ? He stated Each Marriott was independently owned and operated and their Hotel Valet was Separately ran and they had nothing to do with Valet (what)...I then had valet bring our auto back we moved it to the corner where their was a handicap parking on the street. upon checking out that next day we carried our own bags down ,I waited for my husband to get the car ,While I waited I could hear the Valet parking attendants laughing goofing off. I wanted to go back in and talk to someone at the check in desk ,But after the Nasty Rude person I spoke to the night before I was frankly a little Scared to. After my husband brought the car round four of the valet parking attendants ran over to open the doors really pushy ,My guess is they wanted More Tips.Hum maybe because they were holding their hands out with their palms up?
When we received our bill for a regular room two nights stay ,We were charged two nights valet parking even though we moved the car. The bill came to $880.00 without any room service or anything else.
Wow I don't ever want to pay to be treated this way again.I did make a call after we returned back home to Reno Nv. I spoke to someone who was very kind ,However it had been over 24 hours and he could not adjust the bill.. Please everyone Beware!

  • Liked — Nothing
  • Disliked — The Service
  • Stayed November 2007, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
    • 3 of 5 stars Business service (e.g., internet access)
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,126 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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English first
Top Contributor
111 reviews 111 reviews
65 hotel reviews
Reviews in 49 cities Reviews in 49 cities
302 helpful votes 302 helpful votes
4 of 5 stars Reviewed October 30, 2007

I stayed here for a big conference on 10/26- 10/29 and was very impressed with the hotel. I paid $239 for a king bed through the conference. When I got there, I tried for a free upgrade but was granted only a "remodeled" room. However, as it turned out, it was wonderful. I will now review by category.

Hotel: For those that don't know, this used to be the Pan Pacific hotel. It is located about 1 block from Union Square and is within walking distance to many nice restaurants and shops. You do need to take the elevator to the lobby.

Room: I ended up with a remodeled "corner" room on the 10th floor. It was a wonderful looking room and was more spacious than most. I have never stayed in this hotel and don't know what to expect from the other rooms, but I was really happy with it. The bathroom was nice but only offered a shower. The bed was wonderful and had a down pillow top thingy over the mattress that made it wonderful. It had a big plasma TV and desk with a very very comfortable chair. I sat in that chair all the time. My room had two closes and a bar area as well. There looked to be a place for a fridge, but no fridge was found.

Service: Very nice. I was there for 4 days and only opened the front door of the hotel a couple of times. There were always people there to do it and call a cab as well. The butler service was interesting and I only used it for a bucket of ice. There was nightly turn down service that would also fill up the ice bucket. My only complaint was that there were only 4 elevators in the whole hotel and sometimes required a short wait.

All in all, it was a wonderful stay. Would definately return in the future.

Stayed October 2007
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
5 reviews 5 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
28 helpful votes 28 helpful votes
3 of 5 stars Reviewed October 3, 2007

I have stayed in many a JW… and have always been satisfied with the rooms… but lemme tell you, if you are planning on staying here…DEMAND a renovated room or a huge discount!! I can only blame myself for requesting a very early check-in … the only room available for early check in was on a “low” floor...exhausted I accepted…I was never told the room was not renovated. The room was clean, and typical …but NOT A JW!!! The only reason I didn’t complain is due to the fact the room had the JW bed and beddings, Bose radio and a plasma screen TV … aside from that…. NOTHING in the room was reminiscent of a JW. The carpet was worn, the furniture was dilapidated, the “finish” on the sink and bath tub were actually cracking and peeling! I think I got a mini derma-abrasion from the rough towels provided. I recognized the bath products from a Hilton Garden Inn I stayed in last week… I never found the mini-bar…The in room coffee maker was inadequate.. no name coffee with powdered creamer… How can sister hotel Ritz Carlton have such a fine coffee set up with Brand name coffees & real cream… and JW get play-school props?? Amazing!!! When I tried to use the complementary town car service, I was told by the driver his trunk was full and could not accommodate by belongings… strange as I was his only passenger?! I must give this hotel props though… the location cannot be beat…the staff…although they neglected to alert me that the room was an old Pan Pacific room, were very accommodating and pleasant. The common areas were beautiful as are the renovated rooms …..Should you be lucky enuf to secure one.

  • Liked — Location
  • Disliked — Renovations not complete, was not told room was not renovated
  • Stayed September 2007, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Check in / front desk
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Saint Louis, Missouri
Top Contributor
79 reviews 79 reviews
47 hotel reviews
Reviews in 33 cities Reviews in 33 cities
206 helpful votes 206 helpful votes
5 of 5 stars Reviewed September 5, 2007

I stayed two nights in August, 2007 at this hotel. I was very pleased with everything.

ROOM: I was assigned one of the renovated rooms and it was beautiful, quiet, comfortable, spacious, and had lots of ammenities like separate shower and tub, electronic laptop safe, large functional desk, and large flat screen TV. The bed was outstanding as were the linens, pillows, and duvet.

SERVICE: Service was excellent throughout my stay. There is a button on the wall in your room that you can push for just about any request. Someone appears at your door in a few moments - - service was efficient and fast. Every staff member I encountered was very polite and helpful.

FITNESS: The hotel has a very nice fitness center with great equipment.

CONCIERGE LOUNGE: The concierge lounge provides an excellent extended continental breakfast. TIP: the lounge gets crowded so I recommend you show up for breakfast early.

LOCATION: The location is great - - right off Union Square behind the Westin St. Francis.

RENOVATIONS: Although this hotel is going through a total renovation, you hardly notice it. I was impressed with how quiet the workers were. They hardly made any noise and certainly had no effect on my enjoyable stay. They are closing one floor at a time for renovations starting at the top and working down. I think the top 5 or 6 floors are done. The lobby is scheduled for renovation beginning in November.

VALUE: This is not the most luxe, beautiful, or celebrated hotel in S.F. but it's an excellent choice and an excellent value when you consider that its rates are 1/2 or less than those at some of the 5-Star luxury hotels nearby. I've stayed at some of these hotels and they are amazing but I think the J.W. Marriott matches most of their quality and services at a much lower cost. Highly recommended.

  • Stayed August 2007, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 5 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Top Contributor
186 reviews 186 reviews
122 hotel reviews
Reviews in 135 cities Reviews in 135 cities
266 helpful votes 266 helpful votes
3 of 5 stars Reviewed August 30, 2007

Must say that we were a bit disappointed with this Marriott property. When we were checking in guests on either side of us were arguing about their reservation. We had made a standard reservation for myself, my wife and our daughter. The room they gave us had a king bed with no room for a roll-away. The only solution was to pay for an upgrade to a small suite. The hotel is centrally located in the business district although the neighborhood did not feel that comfortable in the evening. The reception is on the third floor which is not the most convenient and the parking at $45 per night is steep. The room was a little worn but the hotel is undergoing renovations.

Stayed August 2007
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anchorage, Alaska
Senior Contributor
24 reviews 24 reviews
14 hotel reviews
Reviews in 15 cities Reviews in 15 cities
45 helpful votes 45 helpful votes
5 of 5 stars Reviewed August 28, 2007

Great location, easy check-in, easy check-out, clean, comfortable, beyond inviting, just-right fitness center, knowledegable staff & the fun is in the details! Would definitely do it again.

Stayed August 2007
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed August 24, 2007

We had a wonderful time at the J.W. Marriott. The staff was top rate, very attentive. For e.g., when we checked in, the computer showed our room was not ready but the staff went to the room personally to check on it and found that it was ready, saving us the wait. I asked for extra hangers for the closet and they were delivered in a matter of minutes.
The hotel is in a nice location, and has great amenities inc. their concierge room. We stayed in a room not yet renovated, but still very clean and pleasant.

  • Stayed August 2007, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
    • 5 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about JW Marriott San Francisco Union Square

Address: 515 Mason Street, San Francisco, CA 94102 (Formerly Pan Pacific Hotel)
Location: United States > California > San Francisco
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:
#21 Luxury Hotel in San Francisco
#25 Business Hotel in San Francisco
#25 Green Hotel in San Francisco
#51 Romantic Hotel in San Francisco
#54 Family Hotel in San Francisco
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — JW Marriott San Francisco Union Square 4*
Number of rooms: 337
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Also Known As:
Jw Marriott San Francisco Union Square Hotel San Francisco
San Francisco Jw Marriott
Marriott San Francisco
San Francisco Marriott
Pan Pacific Hotel San Francisco

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