The Ritz-Carlton, San Francisco

Giving one star for our experience but will start with the only positives for the friendly & good service at The Lounge and the room , which was spacious & clean albeit dated. However , I will not forget our experience one afternoon when a stranger in black wearing a helmet suddenly popped in with us in the elevator and got off on the same floor. Unfortunately I have already pressed my floor when he hurriedly joined us in the elevator. Upon reaching our floor, we stalled purposely to let him walk out first so he would not know our room number . Two incoming guest were shocked to also see this man as he alighted from the elevator. Having said this, I am extremely disappointed with the lack of safety and security measure in this hotel. I find this appalling and unacceptable in a hotel specially at a Ritz Carlton. The standards of this hotel has spiralled downwards. I called the front desk and they confirmed that this practice is allowed. Strange that no one even assists the delivery man with a key card to his designated floor for delivery. I have never been in this situation in any hotel in all our decades of travel around the world. I now understand the negative reviews of the Ritz Carlton SFO. Apart from this, after being out for almost 10 hours, we came back at 7:30pm and our room was not even made up. We chose the hotel for its supposedly high standard, safe location but little did we know that the hotel in itself felt unsafe if anyone can just “sneak” in with guests in elevators to deliver food or other items. Except for the location , the hotel is ordinary . Would not recommend nor stay here again.

Here are some details. This hotel was converted from an insurance company that built the original building in the neoclassical style. It is very interesting to have a hotel in such a building. Anyway, the redo was excellent. The hotel is not huge. It is not like some of those business hotels that are just massive. The hotel has all the modern touches, but in a classic style. The rooms are very clean and have everything you need comfort-wise and technologically. The staff is excellent in every way. The food is overall very good as well. There were some misses when it came to the food, but when this was pointed out, the restaurant quickly provided us with an alternative entrée that was comped. Superb touch for a five star hotel (especially because this is an expensive hotel, let's be honest) . The hotel is centrally located, but it is on a steep hill. As we were leaving the city, my kids asked if we can go back to this hotel one day. This single comment solidified in my mind that this hotel it's truly great.

Everything was 5 stars, the room, the breakfast, room service, everyone super kind. But George! He was the best!! He treated my daughter like a princess so I’m really grateful for that! Thank you George!

Truly this hotel was amazing - the best part of the trip! It's an oasis in a city that can be loud, crowded and in places, just not as nice as it used to be. We've stayed at many other Ritz Carltons and this one excels. Although our room was smaller than we'd like, the 8th floor lounge totally made up for it, as did the staff, particularly Rudy. We'd also like to give kudos to the entry bell staff for ALWAYS being welcoming and even addressing us by name after a day.

Worst hospitality experience of my life. Zach at the front desk and FOH manager Sertac being the key players in my fiasco. I was told by Zach on arrival that housekeeping was currently in my room and they didn’t have any similar rooms available, but mine should be ready in a few minutes. 45 minutes later, he said it would be another hour because “it takes a long time to clean a room this ‘large’” and “the previous guests left it filthy”. I mean come on. When I asked Sertac why I was singled out and neglected for hours while watching several dozen different guests walk in and get keys immediately, I was told “they must’ve reserved more basic rooms and we have a lot more of those” - at least that rang true. After 3 hours of camping around the lounge and lobby, Sertac finally had to change the story and said my room had a non-functional AC they were having trouble fixing. He brought me the keys to a lesser room with a single window overlooking the parking lot. He claimed it was the same “deluxe” room type I had booked, but that contradicted Zach’s earlier statement that all similar rooms were booked as well as the expectations set by my rate and photos at booking. Sertac then said, very matter-of-factly, “this is the best I can do for you”. So I turned right around and told them to just refund my money (which was another protracted exchange filled with nonsense). I’d honestly have respected these folks more if they spat in my face when I walked in and said “we don’t want you here, get out!” At least that would’ve been honest. Then, finally, I walked down to the Four Seasons Embarcadero and was in a beautiful room with amazing views within 10 minutes of walking in the door. See that review for contrast! Beyond the extreme staff deficiencies I experienced at the “Ritz”, the space itself looks like something designed for new money back in the 1990s. Think Beverly Hillbillies as hoteliers, but with infinitely less charm and authenticity. If you’re staying here because you’re a Marriott points collector, just get the cheapest, most basic room they have (nonsensically, they’ll treat you better). Or just go to the Westin, at least it’s not pretending to be 5 star accommodations. Otherwise, If you ever find yourself at the Ritz-Carlton San Francisco, BACK AWAY and RUN over to the Four Seasons Embarcadero.