I made a booking through my corporate travel agent the night before I arrived. Despite providing the hotel with their own confirmation number, my Bonvoy number, and showing them my reservation, it took them ten minutes to find my reservation. Their system showed it for two nights, but it was supposed to have been one. Rather than correct the error (which, admittedly could have been on the travel agency side), the front desk clerk told me I’d need to pay for both nights because the hotel charges an early departure penalty. I travel for business a lot and typically as long as the room is booked directly with the hotel (which it was), it isn’t a problem. I asked to speak to the manager, and was told that the manager would call me. S/he never did. The room was fine, noisy but that’s to be expected in that part of the city. It was compounded by the fact that my room’s heat remained on even when the thermostat was off, so I had to sleep with the window cracked open to avoid baking. I checked out the next day and a different front desk clerk also told me “you’re supposed to be here for two nights.” I reiterated my conversation from the day prior, he told me he couldn’t help and that the manager would email me. This also didn’t happen. Instead I was charged over $800 for one night in a mediocre hotel with exceptionally poor guest service. I will not be returning.…
First of all this hotel is not up to JW Marriott standards. 20 mins to check in. Hotel is significantly understaffed. Checked in no recognition of being Titanium Status. Was immediately told that lounge was closed and no breakfast would be given, instead I was given 1000 points a night. Room upgrade top floor overlooking city. Upon checkout the person in front of me who was a titanium member received breakfast vouchers. I was not asked how my stay was. Not sure why I was treated differently. I wouldn’t stay here again
I very much enjoyed my stay at the JW Marriott. The staff was welcoming and check in was easy. The rooms were comfortable and spacious. Bathrooms were nice, but our shower was a little worn. The bed was comfortable and the AC worked great. Bar was very crowded in the lobby when we went down for a drink. Would stay here again.
This is a big hotel with a large, sparse lobby. Not a lot of warmth to the hotel but it’s good if you are doing a convention and need a big space. Even though we stayed in one of the large suites (2548) it felt sterile and cold. A coffee machine is in the room which is much appreciated but there was only basic soap, shampoo and conditioner with no shower cap. The room had a nice view with a very large living space. There is a dine-in restaurant on the first floor with an additional quick mart for grab and go food. The breakfast ham and cheese muffin was sub-par. The highlight of the hotel is the bar on the 39th floor. It is a spectacular space with a gorgeous view and great tasting small plates. I highly recommend seeing this space if you are staying at the hotel.
Recently stayed here for the first time post-Covid and glad to see this hotel hasn't missed a beat. Convenient location, exceptional staff, and very clean and functional rooms. It's a go-to for me on any business trip to SF.
The nice thing about a JW Marriott is you know to expect a certain level of quality. This isn't the most luxurious JW we've stayed in but the staff was great, rooms were clean (though a little smaller than others), the location was excellent, and everything was clean and quiet. In a city full of great food, I'd also say don't spend too much time at the hotel restaurant. It's fine (though quite pricey as hotel bars tend to be) but nothing special. Grab a drink before dinner but head out and experience great food elsewhere and come back to a great home base.
Nice property with good Marriott service . Very little in terms of food in the restaurant. The change of elevators to go up and down was a pain. Rooms well appointed and of course excellent beds and comfort. But as a city centre location no ambience
I stayed here for four nights on business and wanted to stay by Union Square as it was more central to everywhere where I was going It was not a packed hotel and got upgraded to the studio suite room due to my status The rate I booked thru my travel agent in Stars included breakfast. Only time I eat a hotel breakfast if it is included for normally expensive...it was not cheap and it was good and service was very good Checkin and front dest and housekeeping all very attentive I would definitely stay again if rate was good
What the hotel does well: It’s quiet! As a business traveler I really appreciate thick walls and not having kids or adults behaving as children running through the halls. The closets. The closets are large and well appointed. I have a large hard sided suitcase and was able to open it completely and access everything in it without having to remove it from the closet. Comfortable bedding. Slept like a baby. Where the hotel can improve. The bathrooms. While large, they only featured a shower. All the other JWs I’ve stayed in have a bath and shower or at least a combo. No desks. The room had a strange high top table that could be used as a desk, but really big enough too and they didn’t have power. Not what you want when traveling for work. Front desk team. They seemed understaffed. It took a really long time get help each time I interacted with them. They just felt kind of cold, going through the motions of their job.…
Great location, easy enough to walk to China town, Union square, restaurants etc. Check-in went smoothly, no information offered by Staff. Room in 14th floor, supposed to have had a city view but wasn’t what we were hoping for. A similar layout to Marriott Marquis in NY but no-where near as grand. Room ok, that & beds on the small side for 4 adults but bathroom huge. Didn’t hear a sound from other guests though which is always a bonus. Free bottles of water in the room which were handy. No house-keeping. Apparently you have to request this now so had to go down to reception several times as didn’t have enough towels. Had items on my bill I hadn’t purchased from the mini bar. How they could charge for things we hadn’t had when no-one comes in the room is a mystery, plus WiFi wasn’t free so always best to check the bill. Emailed requests before arriving but no reply or taking into account those requests.…