A friend and I stayed at the hotel for five nights this past summer. We were bumped up to a larger room at no extra cost and were delighted to find we were in the new wing. The beds were very comfortable and the room was great. It was clean and a good size. The bathroom was large and had plenty of space. You cannot beat the location, walking distanace to everything! The shopping in the area was incredible and the cable car stops infront of the hotel, so if you have a five day pass you can jump on wthout waiting in the line at the end of the street. Loved the hotel and the area. The staff were friendly and very helpful.

We had been travelling around for a couple of weeks, when we arrived in San Francisco we stayed at the Omni, a fantastic and friendly hotel and then moved on to Las Vegas and stayed at the Trump Tower, again wonderful hotel with friendly staff but when we arrived back in San Francisco at the Westin St. Francis boy were we in for a shock.

We struggled in with our bags. It would have been nice to have been offered some assistance or even noticed. We had entered from Union Square so maybe we entered through the wrong entrance.

The reception and surrounding areas were nice; there are display cabinets with information and memorabilia from different parts of the hotels history.
This hotel has got a lot of history and is right in the heart of Union Square so you are in the centre of everything and can get to anywhere in the city easily.

The hotel has a newer part – the tower, this has a scenic elevator which has some great views of the city. We were staying in the older part of the hotel.

A traditional old fashioned hotel with imposing hall and stairways, almost like stepping back in time, this would have been nice if it had come with the good old fashioned service, but sadly in our case it did not.

Most staff appeared unapproachable and unfriendly with a could not care less attitude. (There were a couple of exceptions to be fair.)

We had to queue at reception to check in (5 and 10 mins)

On walking into the room I was shocked - The hotel room was the smallest room I have seen I my life, there was a queen size bed which left little room for anything else, my partner and myself had two average size cases and after we had put them in the room we could NOT freely walk around the room.
The room did NOT have a bath, just w/c and shower.

We returned to reception to complain – we were told the room was a standard room. (During conversation he did admit it was a standard room normally allocated to 1 person.) We were told this was the room they give customers who book through Priceline. (We have used Priceline several times before and have always been happy rooms allocated; we have NEVER been made to feel second class citizens)

The member of staff did NOT appear to intend reception allocating us another room until another member of our party also came to reception to complain about her room, she has a Westin loyalty card; at that point we were allocated another room.

The room we were moved to (without assistance) was of a good size, clean and tidy, in reasonable order with traditional furnishings, old fashioned in style that matched the era of the hotel with a plasma type television. There was a w/c bath and shower facilities. I would describe the room a functional.
Had we have been allocated this room in the first place we would not have had a problem with the room.

In general we feel it is a shame. The hotel itself is a nice old fashioned hotel with a lot of potential, the location is great, the room we ended up in was fair but we found it to be impersonal, unfriendly, we were made to feel unimportant.

Would I return? Probably not, I would be fearful about what room I would end up in, regardless of where I booked.

Had the staff been more friendly and caring and the original room not been offered this report may not have been so negative.

My experience here has made me fearful about the whole Westin chain, I understand this may not be justified and I am sure Westin do not want to upset their customers, but I can only speak as I found at this location.

It's in a prime location right in Union Square, with an architecturally beautiful historic building and a professional staff. However, despite some updates, the hotel's age shows. My room was beautiful if you looked up--gleaming chandelier, decorative molding, heavy draperies, tastefully decorated walls. Unfortunately the carpet was shappy, worn, and buckled in places so that I "bounced" on the way to the bathroom; the room was tiny and I kept bumping into the heavy furniture. There was hardly any drawer space at all ( a night table and two tiny drawers in the closet), and the (nice flat screen) television was placed uncomfortably to the left of the bed. The bed was comfortable and the bathroom was a reasonable size though drafty. The hallways were large with old, shabby carpeting, and the lovely open marble staircase at the end of the hallway was littered with wrappers. One can defintely appreciate the old glorious past of this hotel but the age can't help but show through.

Internet serice in my room was not operational for two days. Room service breakfast took 45 minutes to arrive (promised in 20) with the wrong order. Bathroom was tiny. On the plus side, check in was smooth and the location is good except for the numerous homeless people situated around Union Square. Michael Mina is a great restaurant.