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“Quite a scam”
Review of Serrano Hotel

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Serrano Hotel
Ranked #93 of 230 Hotels in San Francisco
GreenLeadersPlatinum level
Reviewed 20 April 2014

At the end of a trip you see a PER DAY $20 "Urban Fee" - which is basically the hotel adding a fee for items (explained to me as) "coffee in the lobby for an hour each morning, bike rentals, gym and internet" - and at check in they tell you internet is free and no one mentioned the bike.

This "fee" lets them lower their per day rate on sites like booking.com, hotels.com etc. but they manage to swindle you at the end anyway.

And calling it an "Urban Fee" is clearly a way to get guests to think its a city tax or something.

Oh - and this four star hotel charges $6.50 for a tiny toothpaste.

A pathetic experience. Avoid!

  • Stayed: April 2014, travelled as a couple
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5  Thank Usman A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jenny K, Guest Relations Manager at Serrano Hotel, responded to this reviewResponded 28 April 2014

We are very sorry that our Urban Fee took you by surprise. For future reference our Urban Fee can be found directly under the nightly rate on all online booking engines. Again, we apologize that you were unpleasantly surprised, and we will take your thoughts into careful consideration. If you need to discuss this further, please contact our General Manager at john.sevilla@serranohotel.com. We look forward to hearing from you and to the opportunity to make things right.

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1,612 - 1,618 of 2,892 reviews

Reviewed 17 April 2014

At first I wasn't impressed by the location or the hotel's exterior...but once Inside I found it charming. It is on the border of a run-down area with many homeless people on one side, and the upscale shops and hotels close to Union Square on the other. It's an older property but very well maintained, and importantly, very clean and welcoming. From the valet parking (very expensive for a four-night stay at $59 a night) to reception, the staff are friendly and helpful. The rooms are mid-sized and have been modernized, the queen-sized bed was very comfortable, and the renovated bathroom was small but in perfect working order. A nice touch is the bathrobes provided. A big plus for me is the fact that in older hotels like this you can open the windows for fresh air.

I could have parked across the street for $10 less each night, but preferred the security of their valet service. A call to reception will get your car brought round within ten minutes.

As others have mentioned, the extra $20 per night fee seems greedy - I'd rather it was included in the basic rate - and when asked what it was for they said it was coffee in the lobby (which I didn't take, so,why should i pay?) and wi-fi...but the promotion says "wi-fi" without mentioning that it is an extra charge. A bit cheesy.

All in all, a good hotel - reasonably priced, friendly, and clean.

Room Tip: Higher rooms have a better view.
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  • Stayed: April 2014, travelled with friends
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Thank Stephen D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jenny K, Guest Relations Manager at Serrano Hotel, responded to this reviewResponded 21 April 2014

Stephen,
We are thrilled that our décor, cleanliness and hotel team all met your expectations. We will take your suggestion regarding our Urban Fee into careful consideration. For future reference, our Urban Fee includes; morning coffee and tea, all day flavored water in reception, morning newspaper, town car service to the Financial District Mon thru Fri mornings, unlimited local calls and faxes, boarding pass printing, use of our bicycles and high speed Wi-Fi. We hope to see you again when you next visit San Francisco.

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Reviewed 17 April 2014

Stayed at The Serrano with two teenagers. Upon checking in they warned us - only turn left to walk to Union Square. Right is the Tenderloin. It all worked out great. Small room but we were never in it. Two double beds. Not Queen -so a little snug. The rate was great, the location was great. We walked to China Town and Little Italy.

The Not so Good: When we checked in they told us our special rate would cost $10 extra for our parking because we had an oversized car. When we checked out, they told us our special rate was not put in the computer and that we would have to pay $62 a night for parking. The lady at the desk was rude and went to talk to the supervisor who said our original rate would be honored. Then someone came up to ask if the coffee could be refilled and she snapped at him and complained to the other person at the desk about rude people - in front of us. There was never coffee in the lobby.

  • Stayed: April 2014, travelled with family
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Thank sanclementefam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jenny K, Guest Relations Manager at Serrano Hotel, responded to this reviewResponded 21 April 2014

It is great to hear that you loved our location; it sounds like you fully enjoyed some great San Francisco sights! We are very sorry that not all of our team offered you exceptional service, and for any inconveniences this caused you. We hope to see you and your family again when you next want to take in more of our amazing city.

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Reviewed 16 April 2014

Stayed at the Serrano Hotel for a second time recently as the cost was dramatically lower than other hotels in the area. Although the hotel is relatively nice, both times I have stayed here I wasn't able to get a good night's sleep. The rooms are clean and neat, the walls are thick so there isn't much noise from the street or other guests, and the staff are all very polite and helpful. And the bed was not bad, just uncomfortable enough to make it difficult to sleep through the night. The other problem, as noted by other reviewers, is the $20 per night "resort fee". It's a hotel, with standard hotel services (wifi, business center, fitness room), not a resort. Even though the nightly room rate was low, charging an additional $20 a night for a resort fee just feels cheap and greedy.

  • Stayed: April 2014, travelled on business
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Thank Plato99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jenny K, Guest Relations Manager at Serrano Hotel, responded to this reviewResponded 21 April 2014

Thank you for your return patronage. It is great to hear that you found our hotel clean, quiet and our team helpful on both your stays with us. We are very sorry that the mattresses were not to your liking. For future reference, our Urban Fee includes; morning coffee and tea, all day flavored water in reception, morning newspaper, town car service to the Financial District Mon thru Fri mornings, unlimited local calls and faxes, boarding pass printing, use of our bicycles and high speed Wi-Fi. We will take your suggestion regarding the fee into careful consideration, thank you. We hope to see you again when you next return to San Francisco.

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Reviewed 16 April 2014

Came into San Francisco for 1 night before heading to Sonoma. We wanted something quaint, with character that would break the bank. The Serrano fit the bill perfectly. Reasonable price and character. Rooms are small, it's a bit older, but very clean and very good staff. Close to sights, nice stay.

Room Tip: Get a street view to take in the ambiance, it will be a bit noisy, but worth it.
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  • Stayed: April 2014, travelled as a couple
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Thank Angelo G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jenny K, Guest Relations Manager at Serrano Hotel, responded to this reviewResponded 21 April 2014

Angelo,
Thank you for telling us about your stay. We are very happy that you enjoyed your night with us, and we hope to see you again in the future.

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Reviewed 10 April 2014

Attending opening day of the Giants game we were looking for a place to stay that wasn't $500+ a night! The Serrano was perfect.... we have stayed at other hotels on the Wharf and the traffic and parking is crazy!!! You walk up and the Serrano's electronic doors open for you to a beautiful lobby reminiscent of the Roaring 20's and a very helpful staff! They were all very courteous and accommodating! The parking is right next door and you get a break for staying the hotel which you do not see most places. Jasper's restaurant which is attached to the hotel is great and is the room service menu for the hotel! All in all.... great place to stay!!! Thanks Serrano for your wonderful hospitality!!!

  • Stayed: April 2014, travelled as a couple
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1  Thank Cheryl E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jenny K, Guest Relations Manager at Serrano Hotel, responded to this reviewResponded 14 April 2014

Cheryl,
Attending the opening Giants game sounds like a fantastic time! Thank you for taking the time to tell us about your recent stay. We are thrilled that our team took great care of you and that you loved our décor and restaurant. We hope to see you again in the future.

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Reviewed 9 April 2014

Every staff member went out of their way to helpful. Anything we asked for (coffee maker, extra pillows, more towels) arrived within minutes. Their customer service was so good, I would go back to the hotel despite the less desirable location. It was on the edge (the good edge, but the edge nonetheless) of the tenderloin, so potential to be iffy, especially at night. Bar/restaurant staff great. Great lunch/dinner food. Didn't try breakfast - but there was a great place up the street (Honey Honey) for amazing breakfast! Easy walking distance to fabulous shopping and restaurants - and again staff was quick to help get reservations and tell you how to get there. Rooms were small - but had everything you needed including a well-stocked pay as you go fridge. Loved out stay here!

  • Stayed: February 2014, travelled as a couple
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Thank idontwanto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jenny K, Guest Relations Manager at Serrano Hotel, responded to this reviewResponded 14 April 2014

Thank you for the great review! We are very happy that you loved our hotel and that our team offered you exemplary service. We will be sure to pass your praise along; we know it will make everyone’s day! We hope to see you again in the future.

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Additional Information about Serrano Hotel

Address: 405 Taylor St, San Francisco, CA 94102-1765
Region: United States > California > San Francisco
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#4 Green Hotel in San Francisco
#46 Luxury Hotel in San Francisco
Price Range: £108 - £309 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Serrano Hotel 4*
Number of rooms: 236
Official Description (provided by the hotel):
The Serrano Hotel is steps away from Union Square, perfectly positioned in the Theater District of San Francisco. Our 236 rooms offer large picture windows, plush Frette bedding, mini bars, flat-panel TVs, and a variety of on-demand programming. Jasper's Corner Tap and Kitchen, located in the hotel, is open all day for a casual drink or bite to eat. Work off dinner at our fully equipped on-site fitness center featuring Precor equipment. Our hotel's focus on guest comfort and our outstanding location will ensure your stay in San Francisco will be exactly what you had in mind. ... more   less 
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Also Known As:
Kimpton San Francisco
Serrano Hotel San Francisco

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