The Westin St. Francis San Francisco on Union Square

Our room was adequately cleaned, and the front desk staff were courteous, but what I witnessed on Sunday, February 15th around 8:40 p.m. on the 9th floor seriously affected our stay at The Westin over Valentine’s Day weekend. As a military family, we travel often, and peaceful time to rest is rare and deeply valued. An older male employee, maybe in his mid-60s and Latino, had moved a housekeeping cart into the middle of the hallway while I was waiting for the elevator. It blocked the walkway and seemed like a serious safety concern if guests needed to evacuate. When a housekeeping employee came out of a room and noticed the cart had been moved, she seemed genuinely confused and calmly asked if he had repositioned it. She respectfully asked him not to block the hallway or doorway in future. He yelled at her, called her “stupid,” and told her to stop asking stupid questions. It was unprofessional and unacceptable to speak to a colleague that way in front of guests. Every job deserves respect, regardless of title. As a woman, I found it especially disturbing to watch a man demean a female colleague over a reasonable request about safety and common courtesy. I understand the pressures of running a large hotel, but safety, professionalism, and mutual respect should be non-negotiable. Please investigate thoroughly and review the 9th-floor security footage from around 8:40 p.m. on February 15th. I can assure you four other guests were walking by and witnessed it. I will also send a letter to corporate leadership. I don't want just a standard apology, I want accountability and a workplace culture that protects employees' respect, safety, and dignity. Guests shouldn't see staff demeaned, and employees shouldn't have to endure that behavior. I sincerely hope corrective action is taken.

Felipe was so sweet, professional, and wonderful. They hired the right person for the job, he is everything. Azucena went above and beyond to switch our room so it matched our expectations. Jose, the Restaurant Manager, made our Valentine’s Day dinner feel special and made sure we were completely satisfied. The whole team made our stay unforgettable. This was the best customer service I've experienced, and I'd give the hotel 10 stars if I could. I'd choose it again and again. They all deserve a promotion for making our stay so exceptional.

The kindness I found at the Westin made my first visit to SF feel warm, even with the cold, windy weather. Staff were genuinely welcoming, from the front desk to the cafe and housekeeping. Jeff especially made me feel comfortable with his cheerful hospitality. I spent three nights there, and the plaza view of Union Square at night was breathtaking. Staying in the historic heart of SF made the trip feel special. Thanks for a wonderful stay!

Room sizes depend on which tower you're in. I only recently learned that the rooms in the right tower can be spacious, while the ones in the other tower are tiny, so that's why I gave the rooms four stars. I got to use the lounge, and it was one of the best I've visited at a Marriott property. Special thanks to Jenny, Jygen, Yao, Maria, and Christian for all their help and excellent service. The whole staff made the experience shine, from check-in and the bar to housekeeping and the lounge. It's a beautiful property with excellent service.