Firstly, the service provided by the front desk staff, Blanca, was extremely poor. Her attitude was unhelpful and rude, which left a negative impression on me. Secondly, the restaurant's (Level 3) utensils were not properly cleaned and were covered in tomato sauce. This is unacceptable and unhygienic, especially during these times where hygiene is of utmost importance. Lastly, the overall service at this hotel was lacking, and this was the worst Marriott experience I have had. As a loyal Marriott customer, I expect a certain standard of service, which was not met during my stay at your hotel.
Comfortable stay. Check-in was seamless. Not crazy about the dreaded destination fees, but it came with credit for the bar/restaurant/room service, plus others. The stand-in bartender was nice. Valet folks was always nice as well, greeting me/guests as they returned to the hotel. I liked this property...until a day after I left; received an email from the hotel claiming that I took a full size bottle of shower gel and they were going to charge me $30. First of all, I haven't had the pleasure staying at a nice property (I am a Lifetime Titanium member with Marriott Bonvoy) where they leave out full size bottles for guests. Some properties have full sized bottles affixed to the walls in the shower. Secondly, I did not take the bottle of shower gel. Obviously this is a he said/she said issue. But why would a property leave out full size bottles for guests? Was this in hope of guests taking them and charging them $30/bottle? I responded to them and they said they were giving me a "one time exception" and will credit me for the charge. I did not appreciate the language used. Definitely need more training if they were to expect high level guests to return.…
Arrived early in the morning and found out the room was not ready. The front desk checked me in first and kept my luggage while I roam around. Stayed on the 18th floor. Allowed me to extend as I had a late evening flight. The bell hop was very helpful to keep my luggage after I checked out and went around to roam before coming back to pick up my luggage and depart for my late evening flight. Quiet hotel.
JW Marriott SF unique hotel with not much shortcomings, you will like it very much. Perfect location and services. The room was super clean. Food was great. Everything was just perfect. Staff was supportive. I felt very good and definitely want to come back while in San Francisco.
Stayed here on vacation. Room was large and very clean. We appreciated the smart TV so we could stream our favourite shows and the in room fridge and coffee maker. Room was large and super quiet for such a busy location. Bathroom was small and water pressure was weak but that's likely not unique to the hotel. Staff was very nice and helpful. We got room service breakfast a few times and one morning they just forgot the order. They were super apologetic and comped the meal which was unexpected and nice. Would definitely stay here again.
Reception was cold and unfriendly, no interest in sharing the benefits for elite titanium. Upon me asking, I was given coupons for the breakfast in lieu of the closed lounge that did not cover the cost of the breakfast. Really not up to JW name.
In her day I bet this was a special spot for an overnight stay. Today it is more tired and beat. Lobby bar was very nice, but once you left to head to the rooms the carpet and furnishings were tired. There are better Marriott properties in the area in my opinion.
For me, it all starts at check-in -- we had a terrific guy named Rick, who checked us in quickly, efficiently and with a great personality - he told us about all that was going on at the hotel and gave us a ton of information. This hotel is located in a place that is so convenient to Union Square! Our room at the hotel was perfect and it really couldn't have been a better experience!
We stayed here one night October 8th. First at valet parking it was very disorganized upon checking in, we were given wrong instructions for leaving our car. Then at the checkin desk when asking for a third key the attendant was insistent on telling me if 4 keys were issued I’d have to have all keys reprogrammed. Also she never gave me the choice of food/beverage credit or bonus points, just said I gave you the points, only later when I came down and requested was it changed to the credit. I gave a credit card at checkin and at checkout they used a different card, don’t know why, but caused me to lose out on a $50 promotion on my amex card. We had a junior suite nice enough but only provided two 10 ounce bottles of complimentary water, I would expect more in a junior suite as complimentary given there was a coffee maker, seems they’d have water for using it free as well. Checked out bellman didn’t help husband with luggage too busy in conversation amongst themselves only when asked by me did they provide 3 waters for our drive. The hotel is very clean but the people are cold, non engaging, and inhospitable. Definitely won’t stay here again. Side note told them celebrating our Anniversary and all we got was “happy anniversary” not a drink on the house or anything.…
We stayed here for 4 days and enjoyed our stay. The room was spacious, modern and clean, with all facilities you'd expect. The bathroom is modern, with a spacious shower and the A/C was effective and, most importantly, quiet. Room service was faster than expected, delivering good quality, hot food direct from the restaurant and with a friendly smile. We found the associates at reception to be very helpful, providing us with useful vouchers and helping a lot to split the bill, as we needed. We were surprised to see the significant daily room rate fluctuation though. The breakfast served is nothing special, with average service and did not meet the standards of the rest of the hotel. We were also slightly disappointed to find access to the sky terrace was locked.
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