The St. Regis San Francisco

For a hotel that is supposed to be a luxury property and reports itself to be one of the best in the city, it sure fails. The pre-arrival experience was atrocious. Trying to get a timely response within the Marriott app from the hotel is near impossible. Even with plenty of availability, they still won’t clear NUAs. Plus their Butler email address doesn’t respond. It took having to escalate to management prior to my arrival just to get a response. Then arrival, the front desk staff was friendly, but given that it was my first time staying at the property I would’ve expected at least a basic intro to the hotel and didn’t get that. I also had to ask about the delivery of the elite benefits. Breakfast service was a joke. Food was good and the service was friendly, but not at all polished like you would expect for a hotel with this caliber. No proactive offering of drink refills, having to repeat my order more than once, not being checked on during my dining experience, etc. The front door staff on the morning of my departure at first seems solid, and the doorman had offered to keep watch for my rideshare that was taking me to the airport. but after about two minutes, he went to talk to somebody that was dealing with the construction in front of the hotel, and totally forgot I was waiting. The only true positive to this hotel is the Butler staff. That was about the only luxury aspect I experienced at this hotel. never even did get a response to the survey I completed about my stay. Was overall disappointed with my stay.

I absolutely loved my stay at the St. Regis SF. Everything about the hotel is great, including incredible rooms, a good location, and very good service. They nailed every request I had from upgrades, to room service exactly as I described, to turn down service with an ice bucket as requested. Two areas of improvement the hotel must address soon is reviewing rate packages at the conclusion of the stay if they are going to sell them. Maybe it’s partially on me for not confirming at checkout my F&B credits, but I assume at a nice hotel they would review that before sending me the final folio. Ultimately, they missed all my food credits, which is a huge perk of choosing that hotel. They made it difficult for me to correct each food charge which should have been covered. They ultimately fixed it, but after hours of talking to them. And they charge a $6 fee if you order anything from off property which feels ridiculous for a St. Regis. But the rooms were actually awesome so I’m left a little annoyed but will probably return!

A really good hotel for a business traveler. Very nice rooms, attentive staff and good facilities. Located near the convention center and financial district.

I’m shocked and disappointed by my recent stay at The St. Regis San Francisco. As someone who trusted the Marriott brand for years, this experience was beyond unacceptable — in both service and facility quality. First, I was promised a high-floor room (20th floor) but was instead given a room on the 18th floor without explanation. Only after I complained about a strong odor was I moved. Even then, the new room was extremely noisy all night, with mechanical sounds and loud electric blinds like a jet engine — I couldn’t sleep for two nights. The room was not clean by any five-star standard. I found mold in the bathroom, water stains on the walls, rusty and stained bathroom hardware, dirty flooring, and worst of all — the mattress itself was visibly moldy and filthy. Absolutely appalling. Even basic amenities were missing. There was no water station, and not even an ice machine available. The in-room coffee machine was strangely placed inside a wardrobe, forcing me to bend and stick my head inside to refill water. I hit my head multiple times. This hotel does not live up to the St. Regis name. It lacks service, cleanliness, and inclusiveness. I have already filed a formal complaint with BBB

Good location. Great line staff but I'm knocking off a full two stars due to management not allowing elites to order breakfast off the regular menu.