The Jay, Autograph Collection

The Jay is a great downtown location, the rooms are comfortable and elegant (and feel newly renovated), the coffee at the coffee bar was amazing and there was a really nice man working, and the bar/restaurant at night had a great energy. It’s honestly perfect for business travel but leisure on weekends would put you close to major SF attractions.

I love the Jay Hotel, it is my favorite Hotel in San Francisco. Love the location and the renovation was spot on. Unfortunately management needs some training in hospitality. Evening manager is not someone you can ask for any kind of help or share concern with, she is very dismissive and unwilling to help. Very rude tone and her manner is so unfriendly. Upper management should work on this and provide better training for her. Next morning i stopped by the Front Desk and the tall gentlemen was working and it was total opposite experience, he was listening and willing to help regarding my reservation and stay experience at the Hotel. He should be in management in my personal opinion. He was very busy and working alone but that didn't bother him to provide excellent service to each guest. Jay is my favorite Hotel, but i am having second thoughts in staying here again due to professionalism from the managers.

This hotel is a top of the line premium hotel experience. The rooms are perfectly sized and laid out. The design is luxurious and tasteful. All of the interior furnishings and finishes are top quality. The paint lines are even and smooth. The wall paper is high quality and flawlessly installed. Our room on the 21st floor had a city and bay view that was inspiring. The soundproofing from outside was complete. No sound from other rooms, not even water running. The heating/air conditioning was silent and efficient. The thermostat delivered heat or cold to achieve the desired temp in a matter of minutes. Service in this hotel is perfect! Every request was immediately handled. Luggage, extra towels and service requests arrived literally in several minutes from request. Room upgrade was offered without request. Every employee was cheerful, polite and had no attitude. This hotel rivals the top hotels in New York. It is a must have experience on any trip to San Francisco. You will not be sorry!

I’ve always enjoyed staying at The Jay, and every staff member I’ve encountered in the past has been kind and professional, which is why this visit was so disappointing. There was a simple discrepancy with my reservation that I was fully willing to resolve, but the interaction with the front desk agent Janelle (girl with face tattoos) made the situation very uncomfortable. She addressed the issue loudly in the lobby before I could explain, which felt embarrassing, and her tone came across as unprofessional and rude. Even after Nicholas began helping me, she repeatedly tried to interrupt while assisting another guest on the phone, which added unnecessary stress and overall made the situation hostile. I want to emphasize that I don’t believe this interaction reflects the overall staff, as my experiences here have otherwise always been positive. I do appreciate that manager Michelle and Nicholas were empathetic and professional. I hope this feedback is taken seriously, as the experience left me feeling upset and hesitant to return despite how much I’ve enjoyed this hotel in the past.

The hotel itself is beautiful and well located, however service is lacking for a luxury hotel. The manager Zhaylah clearly doesn’t want to work in hospitality as evident by her unnecessary rude/dismissive behavior. That type of attitude trickles down to team members. The woman at the desk with face tattoos casually speaks expletives that can easily be heard in the common area. How is this allowed at a hotel of this caliber? Upper management needs to act. It’s ashamed because there are other thoughtful employees like the concierge and housekeeping. Just left a bad taste in my mouth and ruined my experience.