Hotel Nikko San Francisco

We’d been ready to say this was a wonderful hotel stay until we dealt with room service. For a four-star hotel, the way that was handled felt disrespectful, and the whole thing left a really bad taste. We called to ask whether they had oatmeal and wanted two portions. I hadn’t seen the menu. The person told us it cost $17, but didn’t mention the room service fee or any other charges. If a guest asks about the price, those extra costs should be explained upfront. We also asked for one serving with soy milk. It came made with almond milk, with soy milk on the side. The order could probably have been sorted out, but instead the food service staff made me feel guilty, as though I’d caused the problem. We trusted the price we were given, and the order wasn’t complicated. They should have addressed the mistake and at least considered the undisclosed fees. I can’t recommend a place where guests aren’t treated with respect. It’s a shame, because we loved the hotel before this.

The meeting facilities were outstanding. Conference rooms and on-site support made Hotel Nikko a strong choice for our work offsite, and the staff were professional, polite, and very helpful. I also found the room comfortable for working. It was spacious and clean, the bathroom was roomy, and the Wi-Fi was reliable. The bed and pillows had a nice balance of softness and firmness. Robe and slippers were provided, and room service was quite good. A few small things fell short: there weren’t many toiletries, the view was minimal, the robe felt stiff, and there were no spare blankets. The coffee wasn’t great, though I may not have found the best option in the hotel. Still, I had a good stay and would consider it for business travel.

The location is handy, with Macy’s, the cable car, Union Square, and other attractions just steps away. The gym was excellent, spacious, and well equipped. The rooms were acceptable, with a decent amount of space, a good view, and enough amenities, though there was no bathtub. We chose the Nikko Hotel for Christmas because it was advertised as pet-friendly, but beyond the pet terrace, we didn’t find much to support that. There was no water bowl or other basic pet amenity, and pets weren’t allowed in any of the restaurants. The pet fee was $65. Also, the main entrance closes at 6 p.m., so guests have to use a side entrance around the corner, which made us uneasy about safety. The $40 USD daily resort fee felt unjustified. The pool was closed during our stay, and although we used the gym, the charge seemed high, especially compared with a local gym. Housekeeping was frustrating too. For three days in a row, we left around 11 a.m. and returned around 7 p.m. to an unserviced room. Each time we had to call twice, and even then the cleaning wasn’t as thorough as it should have been. I don’t think this is good value for the money. Other hotels make their fees clear and are in a better category.

The staff I encountered were all extremely pleasant, and valet parking is available on site with in-and-out privileges. Larger vehicles cost extra. The bathroom was big and nice, with both a shower and tub, though the glass shower door was almost impossible to close without it slamming. The rooms felt dated and a bit casino-like, and there was a steady rattle that sounded like a loose light fixture or the AC. So many things cost extra: the minibar charges if you touch something, bottled water was $10, and cuddling the stuffed dog cost another $35. It felt like the price was going toward the plush lobby and the fancy room doorbell and light switch. We booked for the pool, but it and the spa area are closed through December. It made for a very pricey stay without the pool or sauna facilities.