Ratings based on 957 Verified Reviews

4.3 out of 5
88% of guests recommend
4.6 Room cleanliness
4.4 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveller

Posted 16-May-2018
The staff in the dining area were not very friendly. When we ask questions such as can we get some water or beverages. Instead of being happy and friendly, they felt annoyed. They seemed like they did not want to provide any services. Marriott is a nice place but the customer service was not up to par at the SF location
Comment from Hotel Management
19-May-2018 by Senior Rooms Operations Manager, Hotel Management
Dear Guest, we appreciate you sharing your concerns. Our top priority is excellent service, but we are sorry for a lack of responsiveness to your needs. Your feedback is of utmost value, and we will use it as a training tool to improve our performance further. We would welcome the opportunity to show you this is not typical and provide the service you deserve from us every visit. Greg Lehman, Senior Rooms Operations Manager
5 out of 5
Recommended
for Everyone
by A verified traveller from Tallahassee

Comfy bed and excellent staff

Posted 11-May-2018
Loved the location of this hotel. The staff was outstanding and this hotel has very comfortable beds. I would definitely stay there again.
Comment from Hotel Management
11-May-2018 by Senior Rooms Operations Manager, Hotel Management
Dear Guest, thank you for being our guest at JW Marriott San Francisco Union Square. We are thrilled knowing you loved the comfort of your bed and that our team left a great impression. It was a pleasure hosting you, and we look forward to seeing you again soon. Greg Lehman, Senior Rooms Operations Manager
5 out of 5
by A verified traveller from LA

Posted 07-May-2018
Everything was great except the pillows. Way to soft.
Comment from Hotel Management
08-May-2018 by Senior Rooms Operations Manager, Hotel Management
Dear Darius, thank you for being our guest at JW Marriott San Francisco Union Square. We are delighted to know you had an excellent stay with us. We loved serving you, and hope to see you in the near future. Greg Lehman, Senior Rooms Operations Manager
2 out of 5
by A verified traveller

Not the JW brand I'm used to.

Posted 19-Apr-2018
Pros: Outdated
Cons: room features
I typically love staying at JW Marriott. I even hosted events at JW for years. But this particular property did not meet my expectations. The room type was not as premium as the price and it wasn't a high floor like I requested. It does seem to be a good location but not worth the price and not consistent with the JW brand - many upgrades needed.
Comment from Hotel Management
21-Apr-2018 by Senior Rooms Operations Manager, Hotel Management
Dear Guest, thank you for choosing us and being a loyal member of our brand. We will discuss your concerns with my front desk staff to see where we went wrong. You are a valued customer and everything we do is aimed at providing you with an excellent hotel experience. We value your feedback and please come back and see us again. Greg Lehman, Senior Rooms Operations Manager
3 out of 5
by A verified traveller from Toronto

Lovely room, with dysfunction

Posted 11-Apr-2018
Our Telephone in room did not work, even after maintenance came to check it, they said knowone can figure out these phones. very frustrating for an exceedingly expensive room.
Comment from Hotel Management
14-Apr-2018 by Senior Rooms Operations Manager, Hotel Management
Dear Daryl, we sincerely apologize for the issues you encountered in your room and for the inconvenience it caused. Our Maintenance team conducts routine maintenance throughout the hotel on a regular structured program basis, and we are already working to address the problems you mentioned. Please consider giving our hotel another chance, so we can leave you with a much better impression on your next visit. Greg Lehman, Senior Rooms Operations Manager
5 out of 5
Recommended
for Everyone
by A verified traveller from Boulder, CO

No free wi-fi

Posted 31-Mar-2018
Nice hotel, beautiful rooms, great service but really diasapointing they actually expect you to pay $15/day for wi-fi. Wouldn't expect this kind of nickle & dimming from a world class hotel, this should be a no-brainer included in the price of the room.
5 out of 5
Recommended
for Everyone
by A verified traveller

Posted 25-Mar-2018
Disappointed that the lobby/restaurant/bar were under construction but I would stay at this hotel again.
5 out of 5
Recommended
for Everyone
by A verified traveller

Posted 18-Mar-2018
Nice clean hotel. Great front desk staff. Great location.
4 out of 5
Recommended
for Everyone
by A verified traveller

Nice hotel in union square

Posted 13-Mar-2018
Hotel location was great! Walking distance to all restaurant and high end retailers and cable cars! Hotel room was modern, and very clean. The bar lounge and restaurant were under renovation so they were located in a different building so we didn’t really eat there.
5 out of 5
by A verified traveller from Los Angeles, CA

$75 per Night Patking Fee !!!

Posted 10-Mar-2018
I thought they shot Jesse James. Apparently he’s alive and well in the Marriott parking garage, ripping you off at $75 per night to park your car. All else was excellent with the hotel :-)
Comment from Hotel Management
12-Mar-2018 by Senior Rooms Operations Manager, Hotel Management
Dear Guest, thank you for sharing your experience at JW Marriott San Francisco Union Square. We are glad to know you had a good time here and were satisfied with most aspects of your stay. Your feedback is appreciated as it will help us know where we need to improve our facilities and services. We hope this didn’t overshadow your otherwise great stay and that you will choose us again in the future. Greg Lehman, Senior Rooms Operations Manager