JW Marriott San Francisco Union Square

Superb hotel experience. Great staff from valet to front desk to bar. Spacious clean and comfortable room. Well located and convenient. Desk, bell and valet team very helpful with great advice We will stay here again for sure

First time stay for us in this JW. Good room assigned to us as platinum status guests. Front desk staff that we interacted with was great and professional. However, in terms of amenities, this hotel gives a feeling of highway side days inn. I am not getting any pleasure from comparing this way. The hotel doesn't have a lounge, bit unusual for a JW. On top of that, basic things like a coffee machine, hot chocolate, tea bags etc. aren't kept for guests with frequent stay status (like platinum and above). This is a basic convenience. Not every time one wants room service. Many times when I am working, I just want to grab some herbal tea and sit in the lounge area, in this case in the lobby area corner. But that doesn't work in this place. Across the street, the Westin offers exactly this basic convenience.

On this date, April 16, 2026, at 9:45am EST I spoke to the rudest front desk individual I have ever spoken to in my life. I was having issues cancelling a reservation one month in advance. When I asked her to not send me back to the automated desk, she literally yelled at me and then sent me over while in mid-conversation. After conducting business, I called back to speak to the front desk manager. The same individual answered the phone and put me through to a phone number with a completely full voicemail, so either there are mounting complaints, or I was put through to a false number. In any case, I will continue to call back through every shift to be sure to reach someone to complain about this individual. I will call every single day if necessary. She definitely picked the wrong person to treat this way.

Normally JW Marriott Hotels are excellent in every way. This hotel, regrettably, falls short. Pricey restaurants with just okay food. The carpet in the room was dirty and ours had a big wet spot when we checked in, which fortunately dried within 24 hours. The hotel had an amazing breakfast buffet, with Western and Eastern food options - all good. Basically, the room looked old and tired and definitely needs a refresh! However, the location was great and the people could not have been nicer. We needed to get something repaired and the concierge gave us great directions. Then, the people who repaired the glasses said there was no charge! The room didn't have drawers to put clothes, no way to hang robes and extra towels and generally seemed to be poorly -amenitized. Probably wouldn't choose to stay here again.

Our home is under construction in Portola Valley and we have been living in temporary quarters for over a year, and will probably be in this situation for another year. We decided to celebrate Thanksgiving in San Francisco ,and being a Bonvoy member, chose the JW Marriott in Union Square. We've stayed at the other Marriott just a few blocks away, but were not impressed. Let me tell you, there is a world of difference between the 2 Marriotts. From the moment we stepped into the hotel, we were impressed by the friendly valet & doormen who took care of our luggage and directed us to the 3rd floor reception. The  3rd floor lobby is elegant an the Christmas decorations were beautiful!  Anthony at the front desk checked us in seamlessly and was extremely gracious in giving us a bigger room with sofa bed for my son. He took time to go over all the amenities- free breakfast for Platinum members, complimentary batch cocktails between 5-6pm, the fitness center, etc. This particular JW is the most generous I have encountered with their benefits for members. I felt very valued as a client, and they exceeded my expectations in every way during our stay.The rooms have a luxurious feel, are spacious, comfortable, and beautifully decorated.  We enjoyed being here so much we decided to come back for another 5 days for Christmas, and brought more family with us! Thank you Anthony & team for taking care of us for the holidays, we appreciate you!