Hilton San Francisco Financial District

The stay was pleasant until checkout, when a service problem left a cold, slightly condescending final impression. I’d rate the whole experience three stars, close to two based just on how that issue was handled. With better hospitality and recovery, it could easily have stayed a five-star stay. Check-in was smooth, and the front desk staff who greeted us were friendly and professional. The lobby has a lovely atmosphere, and the restaurant and bar feel warm, especially by the fireplace. The drinks were solid, around four stars. We only tried the calamari, which gets two from me: it was rubbery, and a couple of pieces tasted off. Cleanliness throughout the hotel was a solid four. I checked out in the app after being told at check-in that our rewards included a $36 daily food and beverage credit. It wasn’t on the emailed receipt. I called twice. The first call dropped during a transfer; the second left me on hold for about 20 minutes while they found someone to help. I eventually spoke with Christopher. He wasn’t apologetic about the error and initially acted as if my call was an inconvenience. He said the $36 credit would be applied and told me to call back in a few days if it didn’t show up.

We stayed two nights. The area felt safe and was much cleaner than Market Street, with easy walks to the Embarcadero, Chinatown, and Market Street itself. Union Square isn’t too far either. That convenient location was the main reason the short stay was comfortable. The hotel is dated and showing wear. Some carpet was lifting, and there were visible cracks in the walls and drywall. Our north-facing room was spacious and generally comfortable, with no old or musty smell. The bed felt worn and noticeably lopsided. The shower pressure was weak, though the water got hot. Both heating and AC worked very well and quietly. The walls are thin. We heard slamming doors, loud noises, and heavy footsteps from the guests above us.

We booked at the last minute after leaving a nasty hotel. The view was gorgeous, the bed comfortable, and the room mostly clean, apart from the tub. Staff were lovely, and getting picked up by Uber was easy. The main tourist attractions were about 25 minutes away. The walls are VERY thin, so you hear other guests’ nightly activities. Earbuds can block it out. The restaurant charged a lot for very ordinary food.

The location was the reason I kept booking here, but it’s no longer enough for me to stay. The rooms and bathrooms feel old and need an update. I’ve been back at least 12 times, staying more than eight weeks a year for several years, yet nobody has welcomed me back, offered a small room upgrade, or given any other thanks. I don’t expect something with every booking, but after all those stays, I’d expect some recognition. I’ve decided to move to a newer, better option. Management should acknowledge loyal members and update the rooms and bathrooms.