The Westin St. Francis San Francisco On Union Square

The rooms are extremely dated. The carpets are quite musty and in need of a refurb. The bed was however quite comfortable. Overall, not worth the money in my opinion and nothing like the pictures. Also despite being a Platinum Member I didn't receive any upgrade and check-in wasn't that convenient. The lounge and gym are however well appointed and the staff are quite good. The staff at the front desk weren't pleasant at all. The absolute worst part were exorbitant charges added to my bill for a package that I received. It was $30 for handling, absolutely ridiculous in my opinion.

As a loyal Marriott Bonvoy member, I was disappointed by my check-in experience at The Westin St. Francis. When I arrived, I waited at the Bonvoy Elite desk for about 10 minutes while a front desk associate, Stephen, was engaged in a conversation rather than assisting waiting guests. Another person eventually stepped in and remarked that I should be checked in first and that their conversation could continue afterward. Unfortunately, the interaction did not improve from there. During the check-in process, there was some confusion regarding my passport, and Stephen's demeanor came across as rude and dismissive. After a long day of travel, guests are often tired and simply looking for a smooth, welcoming arrival experience. When I mentioned this, Stephen responded that "it needs to be both ways," which felt unnecessarily confrontational rather than customer-focused. As a loyal Bonvoy member, I expect a higher standard of hospitality, especially at the Elite check-in desk. The lack of attentiveness, warmth, and professionalism made for a disappointing first impression of an otherwise iconic property. I hope management takes this feedback seriously and reinforces the importance of guest service and engagement at the front desk.

I just stayed at the Westin St. Francis again and will always continue to make it my hotel of choice when I'm in San Francisco. I arrived early and the wonderful receptionist warmly welcomed me and thanked me me for being a loyal Bonvoy platinum elite member. She provided me an upgrade to a grand deluxe king room on the 28th floor which provided truly amazing views of the city. My room was very spacious and comfortable. Gotta love the heavenly bed and rain water shower. The service all around was 5-star. The club lounge offerings were wonderful as well. Looking forward to my next return trip.

No real issues during my stay, but not up to expectations of a Westin Hotel or such a storied San Francisco hotel. The location is great, but the room I had on the 19th floor of the Tower was outdated (1990s vibes) but clean. Service was good, although long waits at the front desk at times.

Huge room and very comfortable and bright. The bathroom could have been updated, but was fine. Lots of food options and the front desk staff were fine. The bar staff was friendly and the food came swiftly. My only criticism was the hotel was so big and not enough staff to assist you