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“Good service, bad location” 3 of 5 stars
Review of The Ritz-Carlton, San Francisco

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The Ritz-Carlton, San Francisco
5.0 of 5 Hotel   |   600 Stockton Street, at California Street, San Francisco, CA 94108 (Chinatown)   |  
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Hotel amenities
Special Offer
Complimentary Breakfast
Ranked #12 of 233 Hotels in San Francisco
Baltimore
Top Contributor
701 reviews 701 reviews
17 hotel reviews
Reviews in 87 cities Reviews in 87 cities
257 helpful votes 257 helpful votes
“Good service, bad location”
3 of 5 stars Reviewed yesterday NEW

The Ritz is the Ritz. Great customer service, great amenities, and nice rooms. The SF Ritz had all that, but there are definitely many more Ritz's that provide a greater value.

Things that seemed a little underwhelming included the fact that the SF Ritz is located on top of a hill, valet parking is expensive, the spa doesn't offer couples massages, there is no pool, the view isn't amazing, and the hotel itself is located in Chinatown.

Nevertheless... again, the basic Ritz embodiment of service and high end rooms are still here. Can't complain about that.

  • Stayed May 2015, traveled as a couple
    • 5 of 5 stars Sleep Quality
    • 5 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.
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59 reviews from our community

Traveler rating
    40
    10
    6
    3
    0
See reviews for
6
19
4
23
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (15)
Date | Rating
  • English first
  • German first
  • Portuguese first
  • Any
English first
Los Angeles, California
Top Contributor
54 reviews 54 reviews
14 hotel reviews
Reviews in 18 cities Reviews in 18 cities
32 helpful votes 32 helpful votes
5 of 5 stars Reviewed 2 days ago NEW

Great hotel! Exceptional service! Very luxurious and nice. Top notch place to say. Minutes from union square and right next to china town. Big rooms up to date. Felt great here. The outside is very grand and royal. I would refinery stay here again.

Stayed May 2015
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bruce G, General Manager at The Ritz-Carlton, San Francisco, responded to this review, yesterday
Dear Nana2266,

Thank you sincerely for taking the time to write a review about your recent stay at The Ritz-Carlton, San Francisco and thank you for being our guest. I am so thrilled to hear that you were pleased with your visit with us including our exceptional service, newly-renovated and luxurious rooms and central location just minutes from Union Square and Chinatown.

I look forward to welcoming you back soon to The Ritz-Carlton, San Francisco. If I may be of any assistance to you, please do not hesitate to contact me at 415-296-7465.

Warm regards,

Bruce Gorelick
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Noosa, Australia
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 9 cities Reviews in 9 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed 5 days ago NEW

Loved this hotel. All the better in a club suite especially with the use of a hotel car for short trips especially with the hills in SF. Club Lounge is lovely and nice for a light lunch and a glass of wine. Staff were terrific and greeted us by name at the door every time. Service was also outstanding and the gym was a pleasure to work out.

Room Tip: Go for a club level room at least
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  • Stayed May 2015, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palo Alto, California
Senior Contributor
47 reviews 47 reviews
40 hotel reviews
Reviews in 31 cities Reviews in 31 cities
60 helpful votes 60 helpful votes
3 of 5 stars Reviewed 5 days ago NEW

We chose to stay at the Ritz Carlton for a special occasion. We were there only 1 night and were looking forward to a luxurious stay. Right from the start as we pulled up into the lobby, the theme for our stay emerged: fantastic property, beautiful interiors, but customer service let us down.

To illustrate, when we arrived, we waited several minutes for anyone to greet us. Nobody rushing over to open the car doors or offering to take our luggage (we just had one small bag so not a big deal, but it was a very lukewarm experience to feel like nobody cared whether we were there or not...) Eventually walked up to a valet at the entrance and asked for our car to be parked, continued through the main doors on our own to look for the lobby, and waited in line for about 10 mins with no real greeting so far. When we got our chance to check in, we were told that our room was not ready (not a big deal since we got there before the official check-in time), except again, we didn't feel that the staff made any special effort to make us feel welcome while we waited for the room--didn't take the initiative to offer to hold our luggage or suggest things to do while we waited for the room. We ended up walking around the neighborhood and returned to the hotel a little before the official check-in time (4 PM), only to be told that our room might not be available till 4:30 PM--despite being told that a "rush request" was being sent to house-keeping about 2.5 hours earlier. We had dinner reservations for which we needed to leave by 5 PM, so things were getting tight--we ended up being directed to the front desk manager on duty, and while she did get us a room as quickly as she could, again--this was an opportunity where the service could have gone "above and beyond" by having someone escort us up to our room to make sure all was in order (but no such effort was made). And when we got to the room, it really did feel like housekeeping had "rushed" through all right--we found hair on the desk and in the bath tub, toothpaste stains on the faucet and countertops, even dust bunnies that hadn't been wiped down! To make matters worse, our luggage wasn't even in the room when we got up there; the staff knew we had dinner reservations and needed to get ready and leave the hotel as soon as possible, but were still kept waiting almost 10 mins for our bag to show up. And when we eventually did head out for dinner, running late, again--no sort of greeting or offer of assistance from the staff as we walked out of the hotel. We ended up going out to the street to hail our own cab.

The only time we actually felt welcome was when we got back to our hotel that night, and someone rushed to hold the door open for us and greeted us with a nice smile. Unfortunately, the theme continued the next morning when no newspaper was delivered to our room (again, no biggie, but we enjoy the paper with our morning coffee--and these small touches are why we like staying at luxury properties). We then received a call from the restaurant 10 mins before our brunch reservation, asking if we were still going to make it (really, 10 mins *before*?). Similarly, the hotel arranged to have some champagne delivered to our room for our special occasion (wonderful touch) except that the delivery person was so impatient that he knocked on the door while we were getting ready, then--less than 2 minutes later--telephoned our room and asked us to come open the door for him because he had something to deliver to us (!). The idea of our getaway weekend was to feel pampered, but our stay actually made us feel more stressed than relaxed.

Overall, nice property, gorgeous rooms, comfortable and quiet, with a few nice touches (like them remembering our special occasion) but there was just something about the customer service (or lack thereof) which let us down. Maybe our expectations were unreasonable, or it seemed like there was a wedding party staying at the hotel at the same time so maybe the staff were overwhelmed--but given the number of comparable alternatives in the immediate vicinity, I'd probably go elsewhere next time.

  • Stayed May 2015, traveled as a couple
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 3 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.
Bruce G, General Manager at The Ritz-Carlton, San Francisco, responded to this review, 4 days ago
Dear NTS_2011,

Please allow me to personally apologize for your less than acceptable service on your special occasion. I was completely embarrassed to see how we missed the mark on areas we excel at on a continual basis. Obviously we failed in your case, and I could not be more sorry to have created a stressful situation, when it should have provided a respite from your busy lives. I would love to have the opportunity to make amends and show you are award winning service on a return visit. Please contact me on my direct line at 415 773-6161
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Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed 6 days ago NEW

I attended a variety of business meetings in San Francisco last week staying in two hotels. While the first "luxury hotel" was a huge disappointment the Ritz made up for that experience. Upon arrival the rooms were ready, exceptional service at reception, great support by the Staff getting us into the room and the luggage arrived promptly with a very helpful porter. The room was modern, clean and spacious. Food at the restaurant was limited but very good. Must admit it was a bit pricey but compared to the first hotel, which shall remain unnamed, the service here was much better with lots of attention to detail. It does prove that this chain has its act together as I have had similar experiences in Ritz Carlton hotels in Mexico City and Tel Aviv. Keep it up.

Stayed May 2015, traveled on business
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
United Kingdom
Top Contributor
53 reviews 53 reviews
16 hotel reviews
Reviews in 21 cities Reviews in 21 cities
38 helpful votes 38 helpful votes
5 of 5 stars Reviewed 6 days ago NEW

My husband I visited this hotel as the last stop on our tour of Northern California. We chose it because, as a frequent visitor to the states,t he Ritz Carlton is our hotel group of choice and this hotel has been no exception. We have had a wonderful four days at this luxurious hotel. From the moment we arrived via our hire car towards the hotel entrance NOTHING was too much trouble for the staff at this lovely hotel. They even had someone come and collect our hire car for us so we didn't have to return it! That's what I call service. From the lobby, to housekeeping and the staff on the club level they all made you feel special.

I have absolutely no hesitation whatsoever in recommending this hotel, I will definitely be retuning.thank you Ritz Carlton for making our last few days in San Francisco so wonderful.

Stayed May 2015, traveled as a couple
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, Illinois
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed 1 week ago

I've been privileged to have been to the top luxury hotels in SF, and in my view this is by far the best. Recently updated, it still retains the elegance of an old school Ritz-Carlton yet has the fresh vibe of a trendy, modern hotel.

The corner king suite was excellent and even featured a half bath and substantial dressing area which were very nice touches. As a neat freak, I believe cleanliness is next to Godliness. The room was always put back together in tip top condition and felt extremely clean – as it should. And the toiletries were excellent.

The lobby lounge and the entertainment on Friday and Saturday evenings were absolutely fantastic and the perfect way to start an evening out on the town.

The service was generally top notch, although to nit-pick the individual helping me check-in could have been a bit more friendly and I was disappointed to learn from friends who checked in hours later that they had been offered a complimentary glass of champagne while I had not -- wondering why the inconsistency. Another nit-picky item: my group and I stood waiting at the hostess stand in the lobby lounge for over five minutes waiting to be seated for Sunday brunch while no one else was in line and while it was very clear we were waiting for a table; I finally asked a waiter who had passed us multiple times if he could seat us, and he explained he'd have to go find the hostess. Where was the hostess hiding for so long and why did the waiter pass us so many times without taking the initiative of asking if he could help?

Brilliant location in the heart of everything yet just enough of the beaten path to feel more exclusive and private. Though, note just as all hotels on Nob Hill, traveling back up the hill can be a good workout.

I'm certainly glad I stayed here and the experience met my expectations. With a bit more effort, the staff could have exceeded them though.

Room Tip: Join the Ritz program prior to staying for free wifi. Wish I'd known that...and wish they'd...
See more room tips
  • Stayed May 2015, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 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.
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Additional Information about The Ritz-Carlton, San Francisco

Address: 600 Stockton Street, at California Street, San Francisco, CA 94108
Phone Number:
Location: United States > California > San Francisco > Chinatown
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access Airport Transportation
Hotel Style:
#1 Spa Hotel in San Francisco
#6 Luxury Hotel in San Francisco
#20 Business Hotel in San Francisco
#27 Romantic Hotel in San Francisco
#34 Family Hotel in San Francisco
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — The Ritz-Carlton, San Francisco 5*
Number of rooms: 336
Official Description (provided by the hotel):
Set within a 1909 landmark building in the scenic neighborhood of Nob Hill, The Ritz-Carlton, San Francisco, the city's only AAA Five-Diamond hotel provides convenient access to the best of San Francisco and features the historic cable car right outside its doors. Offering globally-inspired California cuisine and seasonal cocktails at Parallel 37, the largest luxury Club Level experience in San Francisco, and recently renovated guest rooms and suites as well as meetings and special events space, the 336-room Ritz-Carlton, San Francisco provides the ultimate in personalized Ritz-Carlton service, comfort and luxury. The hotel received a "World's Best Award" by Travel + Leisure for 2014 and Conde Nast Traveler has placed the hotel on the "Gold List" as the top San Francisco hotel for 17 consecutive years. ... more   less 
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Also Known As:
The Ritz-Carlton Hotel San Francisco
San Francisco Ritz Carlton
Ritz San Francisco
Ritz-Carlton San Francisco

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