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“Excellent staff, OK rooms”

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JW Marriott San Francisco Union Square
Ranked #61 of 230 Hotels in San Francisco
Certificate of Excellence
GreenLeadersSilver level
Reviewed 26 May 2014

Positive: The staff here is excellent. The front desk gets the visit off to a good start and the general manager is amazing. Everyone is friendly, professional, and genuinely wants you to have a nice stay. They go out of their way to help, which is admirable given how busy this location can be.
Neutral: The rooms are nice. Not stunning, but certainly stylish and well-maintained.
Negative: Walls are thin, so voices can be heard easily. Connecting rooms are particular prone to noises that detract slightly from privacy.
Elite benefits: Politely recognized and benefits delivered.

The bottom line is that if you want a reliably good stay, this JW is certainly reliable. I want to give this hotel five stars because of the staff and service, but the rooms don't quite reach to five-star levels.

Room Tip: Avoid connecting rooms because of potential noise issues.
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  • Stayed: May 2014, travelled solo
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1  Thank SFOPhD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 26 May 2014

We just spent 5 days at the JW Marriott, and had wonderful experience in the hotel. The staff were all super friendly, from the valet, to the front desk (who gave our baby a little stuffed animal- so thoughtful) to the restaurant staff. We ate several dinners and breakfasts during out stay, and the servers were always friendly, prompt and remembered us from day to day. There was also a singer there Wed-Fri who was wonderful. The room was ok- it wasn't very big, and we missed having extra floor space for our baby. The pillows were terrible. So petty, but still, pillows are important! They do have rooms with more space I believe, but they were too steep for what we were willing to pay!
As far as location, it's in a great spot, easy to get to Union Square, close to Market Street, and there are about a million Walgreens in the area!

  • Stayed: May 2014, travelled with family
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Thank deppypung
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
alex9297, Director of Hotel Operations at JW Marriott San Francisco Union Square, responded to this reviewResponded 27 May 2014

Dear Deppypung,

Dear Mr.Ms,

Thank you for taking time to give us your feedback in regards to your recent stay with us at the JW Marriott San Francisco.

I thank you for bringing the pillow matter to our attention. I have discussed your comments and experience with the Operations Team so we can avoid such circumstances in the future. I know that you have many hotel choices when you travel. Once again, thank you for choosing the JW Marriott San Francisco. Please feel free to contact me if you have any further questions.

Respectfully,

Nasser Mobarak
Director of Operations
JW Marriott San Francisco
nasser.mobarak@marriott.com
415.929.2088

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 May 2014

We stayed here for 6 nights in April 2014 and loved it. The service was just excellent not very common in the US chain hotels. Right from the bell desk to room service, it is above par. I was surprised how they could remember you by name when you checked in and out of the hotel. We were upgraded to the California King ( larger size ) with nice views on arrival.The bathrooms are gorgeous. The Lounge is very good & the breakfast place next to it is very good. The location is perfect for Union Square, just one block away and very safe and lively. Most of the stylish and top end hotels are around there( Westin, Ritz, Intercont...). This is one of the best Marriott hotels I have liked. Definitely would recommend.

  • Stayed: April 2014, travelled with family
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Thank paulrupesh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 May 2014

Only good not great because it still has only single glazing and when windy and cold outside you notice it and the noise kept us awake at times. Otherwise really really excellent, well equipped rooms and staff. Food good - not wildly sophisticated but you can go to so many local places. Union Square one short block away with all the shops, cable car stop. We were surprised that the Concierge was not on duty on a Saturday evening. Valet parking expensive and not on site so you can't go back to get anything easily. We used the public car park across the street and it worked fine and was half the price.

Room Tip: We wanted quiet, the hotel recommended we ask for a room away from the night clubs - the single gla...
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  • Stayed: May 2014, travelled as a couple
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Thank Neil018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 May 2014

I liked this hotel. Yes, it's a Marriott, and you know what you're going to get. But here (as I was on business and my wife on vacation), it was good for both of us. She could go shopping, ride the trams, go to prison (joke), and could use one of their (excellent) meeting rooms for the things I had to do.

Hotel staff helpful as always.

Stayed: June 2013, travelled on business
Thank HumptyDumptyMidlands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 May 2014

We had not stayed in this area of the city in many years and had never stayed at any of the SF Marriotts. Both were a happy surprise. The hotel was about 4 blocks from the Powell Street BART station making it an easy walk if coming in from SFO. The location was also well served by public transportation. Our room was well appointed, spotless, quiet, and comfortable. The breakfast included in our rate had a wide range of items from truly decadent croissants and pastries to heart healthy fare. During our stay, the lobby bar had a singer in the early evening with many people listening and having a cocktail –– a very friendly vibe. The staff members with whom we interacted were knowledgable, helpful, and professional. Overall, we were very pleased with the hotel and everything about it.

  • Stayed: March 2014, travelled as a couple
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Thank Paradocs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 May 2014

For over $500/night for a basic room, I expected more.

The JW Marriott was in a convenient location. The room was clean, sizeable and comfortable. However, this was not the standout hotel I thought it might be, especially given the pricetag.

Here are some things to watch for (in no particular order):

- Elevator was slow. The single elevator bank from the street level entrance to the 3rd floor lobby and all the guest room floor seemed overloaded at times. There was also no good alternative to get from the street level to the lobby, which might have helped.

- Service in lobby bar was courteous but not quick. The live music was nice (if a bit loud), but it took awhile to flag down a waitress to take our order, then a bit of additional time for our drinks and food to arrive.

- The conceirge desk was helpful enough, but not always staffed. It was not able to get us our first choice in restaurant reservations either.

- Watch out for which bottle of water you drink in the room. The plastic bottles under the bathroom sink are complementary. The glass bottles by the bed (which I saw first) are pricey.

This was a good hotel...it just wasn't great. As a one-time Marriott Rewards Platinum member, I perhaps expected a bit too much having stayed at some truly outstanding Marriott properties that were better value for dollar.

  • Stayed: May 2014, travelled on business
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Thank HNLYULCDG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
alex9297, Director of Hotel Operations at JW Marriott San Francisco Union Square, responded to this reviewResponded 19 May 2014

Dear HNLYULCDG,

Thank you for sharing your experience with the JW Marriott San Francisco Union Square.

You indicated that your experience was unsatisfactory. Please accept our sincere apologies for the inconvenience you may have experienced. Our goal is to address your concerns so that we can ensure you have an exceptional experience on your next visit.

You’re a valued customer; everything we do is aimed at providing you with an excellent hotel experience. We would like to regain your trust and hope to serve you again in the future. If I may be of assistance, please don’t hesitate to contact me.

Sincerely,

NASSER MOBARAK
Direct of Hotel Operations
JW Marriott San Francisco
nasser.mobarak@marriott.com
415.929.2088

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about JW Marriott San Francisco Union Square

Address: 515 Mason Street, San Francisco, CA 94102-1226 (Formerly Pan Pacific Hotel)
Region: United States > California > San Francisco > Union Square
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 Shuttle Bus service Wheelchair access Airport Transportation
Hotel Style:
#32 Business Hotel in San Francisco
#35 Luxury Hotel in San Francisco
#35 Romantic Hotel in San Francisco
#37 Green Hotel in San Francisco
Price Range: £188 - £437 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — JW Marriott San Francisco Union Square 4*
Number of rooms: 337
Official Description (provided by the hotel):
Discover luxury in a recently remodeled guestroom at JW Marriott San Francisco Union Square, a hotel in downtown San Francisco, California situated near the best shopping in Union Square. We're also moments from AT&T Park, Chinatown the Financial District. ... more   less 
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Also Known As:
Jw Marriott San Francisco Union Square Hotel San Francisco
San Francisco Jw Marriott
Marriott San Francisco
San Francisco Marriott
Pan Pacific Hotel San Francisco

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