by Whitney Rife
This Marriott in Union Square offers a prime location for families who enjoy museums, city entertainment, theater and shopping. Chinatown and Nob Hill are other neighborhoods within walking distance of the hotel. Rooms are sophisticated, containing large flat-screen televisions and marble bathrooms. Cribs are available on request. Suites include separate bedrooms, living and dining areas and are ideal for families. Level Three Restaurant & Bar is onsite and features a variety of dishes for all meals. They also have a fantastic high tea. Nearby attractions include Alcatraz Island, AT&T Park and Cable Cars.
Our Editor Loves
- Nearby family-friendly attractions
- Onsite restaurant
- Sophisticated decor
Beautiful hotel in a great, central location. Rooms are spacious and clean. Friendly and helpful staff. Has everything you need at the hotel. Well equipped gym. Food at breakfast is fresh and the range is extensive. Definitely recommend this hotel.
My wife and I visit San Francisco to see our grandchildren, and have traveled extensively. I have frequently stayed at Marriott hotels before I retired, and remember them as being excellent.
This recent stay at the JW Marriott was very disappointing. When we arrived, they had lost our reservation, telling us there is an older hotel system and a newer Marriott system, and sometimes reservations are lost as a result. We spent 20 minutes checking in.
This is not a four-star hotel in my opinion. See my previous review of the San Francisco Omni, nearby, for comparison, a truly excellent hotel.
The environment is noisy, with street noise extremely noticeable in our 11th floor room every night we were there. The elevator doors closed almost instantly, hitting people entering and exiting. When leaving the facility, the doormen sent us in the absolutely opposite, wrong direction when we asked for direction to simple nearby places like the Apple Store, Saks 5th Avenue, etc.
The room itself lacked basic amenities including very few towels, one small bar of soap, absolely no turn down service of any kind, and no effort or consideration whatsoever to honor their Bonvoy member “best rate guarantee“, resulting in a room rate of over $400 a night for a room which is offered at less than half that price for seniors like myself on their own Marriott website. When I complained, I was told that you need to ask for the senior rate and it will NOT automatically be offered otherwise. I was also told that the brief window to complain or question rates had elapsed within 24 hours, and thus there would be no further discussion. I have stayed for hundreds of nights at Marriott hotels in the 1970 through 2000 time frame while working, but my membership loyalty was of no value since they replaced their loyalty system with a new “redefined fresh“ Bonvoy System after their website was severely hacked in November 2018 exposing 500 million guests, myself included, to private data exposure. Yes, I said 500 million guests. Google it.
At the front desk, I asked that the general manager of the hotel contact me, since the front desk said they could do nothing. I left my cell phone number for him to contact me. I never received a call, or any attempt whatsoever to remedy my complaint.
On the positive side, the hotel is in a very nice location, the people in the restaurant are very pleasant, helpful, and courteous, And our two meals there were both good.
But the bottom line is, this is a three star hotel, lacking both in amenities but especially in customer care. At very best, I would only expect someone, someday, to say: “we are so sorry to hear of your problems staying in our hotel“. This appears to be their typical and complete reply to unhappy customers. At $400 plus per night, customers deserve a lot better. I asked the Bonvoy loyalty club to close my account, as I will not be making any future Marriott reservations.
I had quite a few high quality San Francisco Union Square choices and regret choosing JW Marriott. As the title says, “never again.