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All reviewsthe executive loungecoit towerfinancial districtbay viewunion squarechinatown and north beachtelegraph hillferry buildinghigh floorfisherman's wharfan upgradeconvenient locationfew blocksvalet parkingmarket streetpublic transportationcable car
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Reviewed 22 February 2016

I had been meaning to write the hotel manager or do a review of our recent visit when I received an email from the Director of Front Office Operations, Murat, regarding our stay. He wanted to apologize for a small glitch in my room key not having worked in the executive lounge despite having booked an executive room. His email only solidified what I had been meaning to express to them... which is Wow!!
A staff member had obviously noted the error after having more than resolved it to my complete satisfaction. This is a Hilton? While I had enjoyed a previous stay recently as well, I was really bowled over this time by just how amazing the service was in terms of what I expected of a larger corporate Hotel. Sure, there had been a few glitches, but the recovery on the part of the front desk staff such as Eric, and the professionalism of the staff and managers in the executive lounge, along with countless security folk, elevator ambassadors, and housekeepers was really over the top.
The Chinese New Year Parade was in full swing right outside the Hotel (the reason I booked but not without some hesitation over the madness of the crowds). Hilton Fidi will forever be my Chinese Lunar New Year Hotel of choice. Despite a full hotel with plenty of cranky guests (who somehow missed the warnings about parking around the event etc,) the staff worked seamlessly, and kept their smiles on even walking around the parade route to retrieve a few lost patrons who had arrived late on the wrong side of the parade.
As someone who has worked at newer boutique Hotels and restaurants large and small, and stayed at many "hipper" mid-level hotels in the city, I honestly hadn't expected such service. I had splurged on an executive room but arrived early to find there had been an error and my reservation was showing as cancelled. No matter, Eric at the Front desk stepped in and provided us with an upgrade and an early check in and within moments we were in the room on the 25th floor staring out at the big city below. This is a real treat for the kids, and although a bit of a splurge (for us) at approx $330 (which was later adjusted in our favor due to the error,) it felt like a completely luxurious vacation. I left feeling inspired by the service with real professional admiration for the staff, and a whole new perspective of what it means to stay at a Hilton. As for Murat's follow up e-mail, well as you can probably tell it put the whole appreciation of our stay over the top.

Room Tip: signing up for an Honors program gave us free wifi. Booking an executive room extended us complimentary hors d'ouerves and Breakfast.
  • Stayed: February 2016, travelled with family
    • Value
    • Cleanliness
    • Service
Thank lttravels2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jeffrey R, Manager at Hilton San Francisco Financial District, responded to this reviewResponded 25 February 2016

Dear lttravels2016,

Your great review is much appreciated. It is wonderful to hear Murat, Eric and the rest of the team made a difference and ensured your stay was phenomenal. We are elated to hear you enjoyed the Chinese New Year Parade, as well as our amazing location also. We hope to welcome you back very soon.

Warm regards,
Jeffrey Rosenkrantz
jeffrey.rosenkrantz@hilton.com

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Reviewed 22 February 2016 via mobile

5star fabulous all over hotel from Carlos n entire front desk& bell men greet us every time! ! 5 star fabulous all serving staff in particular &all serving staff as well as 5star fabulous the Concierge JC & Hanne as well as excellent Spa Massage so 5star soothing and wonderful in particular Veronica the dpa desk n masseuses Hana &Caitlin..Cheers this hotel is 5star wonderful everyday n worth every penny!
Cheers and thank you

Stayed: February 2016, travelled with friends
Thank Lucy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jeffrey R, Manager at Hilton San Francisco Financial District, responded to this reviewResponded 25 February 2016

Dear Lucy B,

Thank you for taking the time to share your great review. We are elated to hear the entire team, including JC, Hannie, Hanna and Caitlin were able to ensure your stay was phenomenal. We look forward to welcoming you back very soon.

Best regards,
Jeffrey Rosenkrantz
jeffrey.rosenkrantz@hilton.com

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Reviewed 22 February 2016

I have been traveling to San Francisco annually and see clients in San Francisco's Chinatown. While the front desk staff have improved the rooms are somewhat outdated and need modernization. The Executive Lounge service has improved but the breakfast and cocktail lounge selections are limited.

  • Stayed: February 2016, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank Dean F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jeffrey R, Manager at Hilton San Francisco Financial District, responded to this reviewResponded 25 February 2016

Dear Dean F,

Thank you for the candid review. While we are elated to hear you are noticing the positive changes taking place, we are saddened we are unable to exceed your expectations. Your comments regarding the rooms and offerings in the Executive Lounge will be taken under consideration as we continue to enhance our guest experiences.

Sincerely,
Jeffrey Rosenkrantz
jeffrey.rosenkrantz@hilton.com

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Reviewed 20 February 2016

Have not been in this hotel for some years.
Now refurbished--fresh.

Arrived late from a flight from Madrid and was warmly received and given a pleasant room.

Breakfast was very pleasant with a very lovely Filipino Maitre D very involved with guests in a very professional manner.

Most of waiters were surely and had no connection with me.

Check out was totally artificial--while being asked by the lady if everything was ok--she continued here conversation with a colleague.

She was going through a routine -Press Button A !!!

Simply did not care if i did/did not enjoy my stay.

The area is not great

  • Stayed: February 2016, travelled solo
    • Location
    • Cleanliness
    • Service
1  Thank IRELANDSMAN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jeffrey R, Manager at Hilton San Francisco Financial District, responded to this reviewResponded 21 February 2016

Dear IRELANDSMAN,

Thank you for the candid feedback. While we are elated to hear Glare, our breakfast hostess was able to deliver exceptional service, we are saddened the same did not resonate with the rest of the team. Your comments will be taken into consideration as we continue to enhance our guest experiences. We hope to welcome you back in the not too distant future.

Sincerely,
Jeffrey Rosenkrantz
jeffrey.rosenkrantz@hilton.com

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Reviewed 19 February 2016

This Hilton is one we have visited many times over many years. Each visit has seen a deterioration in the Hilton Club lounge breakfasts, which were always the worst of all the Hiltons we have stayed at in the USA, Australia, London and South Africa. On our way home from Australia this time to Washington, DC, the comparison with the Sydney Hilton is laughable, if not pathetic. Oz had artisan breads, gourmet cheeses, a multiple of pastries, cereals, gluten free choices, tropical, delicious fruits, coffees, gourmet teas, etc. Serving staff was helpful and plentiful. Here in San Francisco, the bread is plastic, bland, inedible cardboard from the cheapest supermarket, cheeses are the worst ready-sliced bland rubber I hate to put on my mouth. Of the fruits, only the pineapple is edible, and everything else is sub-standard and tasteless. Even the Joannesburg Hilton in third world South Africa puts this lounge to shame. The appetizers in the evening are as bad, unimaginative and blah.
The staff here is delightful and helpful throughout the hotel. The hotel itself is getting old and could do with a facelift. The reception area looks better, but the rest of the hotel needs a little help. We complained to the very helpful Honors lounge director who sent champagne and chocolate covered strawberries to our room. The manager wrote to see how he could make it up to us. While this is very nice, nothing but improved food in the lounge would make us stay here again. Next time we will try the Hilton at Union Square.

  • Stayed: February 2016, travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank pattpooh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jeffrey R, Manager at Hilton San Francisco Financial District, responded to this reviewResponded 21 February 2016

Dear pattpooh,

Thank you for taking the time to share your valuable feedback. We are very sorry your experience in the Executive Lounge fell short of your expectations. Your comments will be shared with the Food and Beverage team and utilized to enhance the experience for the future. We hope you will consider staying with us again in the not too distant future.

Sincerely,
Jeffrey Rosenkrantz
jeffrey.rosenkrantz@hilton.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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