JW Marriott San Francisco Union Square

The huge atrium in the JW Marriott San Francisco is gorgeous, and it was lovely to enjoy cocktails and bites while looking around. Ezequiel, Richard, and manager Benjamin went above and beyond and made my visit unforgettable. I can’t wait to return.

We got good value just after New Year’s Day, and the room was clean and comfortable. The staff were courteous and professional, as expected. The location is excellent for exploring any part of San Francisco on foot or by public transport. Still, it didn’t feel like a JW property to us. It seemed like any other Courtyard we’ve stayed at.

Bizen was wonderful. She took care to accommodate my vegetarian preferences, and her kindness, patience, and professionalism made our dining experience much better. Service like that makes me want to come back. Thank you, Bizen!

The room itself was unpleasant, with a bad smell, and the pillows looked ancient. Dust puffed out when we pressed them. Even the decor, including plants that looked nearly dead, made the place seem uncared for. The Platinum breakfast benefit was also disappointing, with only two of the four continental items included. Service was just as poor. We got no housekeeping for three straight days, though we left the room by noon each day. At checkout, a bell staff member watched while our Uber driver helped load four heavy bags. Check-in was dismal too, and the whole property felt dead. As an SPG/Marriott Bonvoy member, this was the saddest and most appalling stay I can remember. The failures felt systemic and insulting to a loyal guest. It’s an embarrassment to the JW Marriott brand and has badly damaged my trust in Bonvoy. I expect management to review this and offer compensation.