The Clift Royal Sonesta San Francisco

Maintenance barged into my room early one morning while I was asleep, and I was angry and annoyed. I called the front desk to ask for the GM, but they weren’t available. Jason, the front desk manager, apologized and did whatever he needed to make things right. Thanks, Jason. I appreciate the good customer service and the way you turned a bad situation into a positive outcome.

I travel to SF for work every three months and have done so for 12 years, with trips every couple of weeks. This was the worst hotel experience I’ve had since my mid-20s. The listing images on Hotels.com and the hotel site looked appealing, but they’re renderings and misleading, with no resemblance to the actual rooms. The location isn’t great, though it’s fine. The bigger problem was the room. I booked a one-bedroom suite, and it smelled strongly of mildew, like a locker room. Air freshener made it worse. The windows were covered in dirt and dust and seemed never to have been cleaned. The mattress sagged everywhere and felt like it had been used for years, possibly carried over from the old hotel or brought from a closed property. The duvet had no sheet over it and smelled like mildew and dirty laundry, like layers of previous guests’ sweat. The pillows smelled the same. With the AC off, the bed smell took over the room. I asked for fresh pillows and a duvet; only two of four pillows arrived, and they smelled worse. I put all the pillows in the closet and slept without them, keeping the duvet away from my face. I couldn’t believe they used pillows and a duvet with such a strong smell. This feels like a dingy, very dirty two-star motel with a furniture facelift. The front desk staff weren’t friendly either. They add a $10 nightly fee that can be spent at the restaurant or coffee shop, which basically forces you to eat there. If smells and hygiene concern you, don’t stay here. Otherwise, you’ll be fine. The diner across the street is cute. You’d be better off at a nearby Marriott or somewhere similar.

Tony at reception made a stressful arrival turn around. A booking mix-up at a nearby hotel had left me without a room, but he quickly helped me get a nice one and made sure I felt looked after right from the start. I spent a comfortable week here, and the room was clean with prompt, good room service. All the staff were nice and helpful. The hotel is close to Union Square, and the nearby streets felt clean and safe. It was easy to walk to Union Square, Chinatown, and California Street. I avoided walking toward the Tenderloin based on local advice, but the main routes I used were secure and enjoyable. Very comfortable and convenient, and I’d happily stay again.

The rooms were quiet, clean, spacious, and comfortable. We stayed in two different rooms, and both had very comfortable beds. The mini fridge, Keurig coffee, and two bottles of water each day were nice extras. The location is great, and everyone was so kind, welcoming, friendly, and helpful. It made the stay memorable. One of the best hotels we’ve stayed in, and we’ll definitely come back to SF.