JW Marriott San Francisco Union Square

We stayed at this hotel from July 2–4. The room itself was excellent—spacious, comfortable, and thoughtfully laid out. The location was also fantastic, with most of the major points of interest within easy walking distance. The bell staff were always very welcoming. However, unfortunately, that's where the positives ended. Both check-in and check-out were painfully slow, with only one person handling all arriving and departing guests. Breakfast was the biggest disappointment. As Marriott Bonvoy Elite members, we received complimentary continental breakfast, but we understood that we would need to pay à la carte for our son. Ironically, our son actually has a higher Marriott Bonvoy status than we do—Platinum Elite—but because the reservation was under our membership, we understood and accepted the policy. However, both the host and our server repeatedly reminded us that we would have to pay for him. After being told once, the repeated reminders felt unnecessary. Service was also extremely slow. Our server took quite a while to come to the table, and then it took about 20 minutes for our simple order of yogurt, fruit, and oatmeal to arrive. On July 4, the experience was even worse. The hotel was busy, but we were told the wait for a table would be 10–15 minutes. We ended up waiting over 30 minutes. We were also informed that breakfast would be a buffet instead of the usual continental breakfast, but no one mentioned that the buffet would cost $50 for our son. Had we known that upfront, we would have chosen to eat elsewhere rather than pay that price for what appeared to be a simple buffet of scrambled eggs and pancakes. After finally being seated, we wanted to order some food from the menu for the third person. We were told we had to wait for our server who did not come to our table for about 20 minutes. We ordered yogurt and fruit, but after waiting another 15 minutes with no food, we decided to leave and have breakfast somewhere else. As we were leaving, the hostess apologized and offered to let us get yogurt from the buffet. While we appreciated the gesture, by that point we were so frustrated with the repeated delays and lack of communication that we chose to leave. While the rooms and location should be a 5/5, the consistently poor service—especially at breakfast—overshadowed the positives resulting in this lower score. We left disappointed and would not stay here again unless the hotel's service improves significantly.

I arrived after a long morning of travel, and from the moment my car pulled up, I felt genuinely welcomed. The bell staff at the front door and the warm greeting upstairs in the lobby completely changed the tone of my trip. A special thank you to Rick at the front desk, who made me feel so welcome and helped make my stay truly memorable. His kindness and hospitality set the tone for the entire visit and future visits. The property itself is charming and uniquely San Francisco. It’s ideally located just a short walk from the shops of Union Square, with theaters nearby and wonderful restaurants, including Morton’s, , right near. I also want to recognize Germain in the restaurant, where I enjoyed a decadent lunch after a very long day, I got to relax. Michelle, who took such wonderful care at dinner. Every meal and interaction I had was for one and as a solo traveler, I never once felt overlooked. Instead, I felt genuinely cared for and welcomed. That kind of hospitality is something I deeply appreciate and remember. To note there is complimentary morning coffee in the lobby and the property offers delicious breakfast with smoothie options, room service, good housekeeping, along with an on-site gym. I have visited other hotels in San Francisco service/location was not better elsewhere. What makes this hotel special is its people. Their warmth, kindness, and attention to detail made me feel at home. If you’re looking for a welcoming, well-located hotel in San Francisco where the staff truly cares about their guests, don’t miss this gem. I look forward to returning.

We have stayed at this Marriott multiple times and keep coming back whenever we visit San Francisco — Antonio at the front desk was so helpful when checking in as well as advising us about an upcoming parade and how that would affect traffic around our location. Additionally, we are steps away from Union Square which is such great walking and shopping.

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.