Ratings based on 2,592 Verified Reviews

They paid and stayed. We double-checked.
4.2 out of 5
93% of guests recommend
4.4 Room cleanliness
4.4 Service & staff
4.2 Room comfort
4.1 Hotel condition
They paid and stayed.
We double-checked.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom M

Urban Adventure from the Eastbay

Posted Apr 15, 2015
What a fantastic experience! From my phone call to the front desk to let them know we were checking in late to our departure everything was perfect! Including our complimentary cocktails to celebrate my honey's birthday. They are in walking distance of the BART station so save the parking fee! We will be back, oh I almost forgot the soft pretzel and the watermelon/cucumber sorbet, don't leave without trying both.
5 out of 5
Recommended
for Everyone
by A verified traveler

Great location

Posted Apr 14, 2015
Only stayed one night. Wish it could have been longer. Lovely corner room
4 out of 5
Recommended
for Everyone
by A verified travelerfrom Hoorn

Leuk hotel vlakbij het centrum.

Posted Apr 12, 2015
Vriendelijk servicegericht personeel maakt dat je op je gemak voelt. Erg prettig. Kamers en voorzieningen goed. Een aanrader.
4 out of 5
Recommended
for Everyone
by A verified travelerfrom San Diego, CA

Nice hotel which I would stay at again.

Posted Apr 8, 2015
Pros: Quiet and comfortable room. Very attentive and friendly staff.
Cons: Room might do with some minor maintenance (eg. minibar had lock but could be opened without key).
Location: Close to shopping area and mall with big name retailers. Close to Bart, muni, and trolley for easy access to rest of city and airport.
Room was very nice corner room with nice views, clean, and well made up. There were some long hairs around the bathroom and one under the bathroom drinking glass but otherwise the bathroom was decent and had good water flow and heat to the sink and shower. They were also generous on the towels. Staff was very friendly and courteous and enjoyed that they seemed very attentive. My room didn't get made up on Easter day as I stayed in until 10 AM. I thought usually they would come back around but would give them a break since it was the holiday so don't want to judge that too harshly. I think my only disappointment was that this hotel isn't a block or two further to the east or north. As long as you head east or north out of the hotel, the surrounding area is nice, great shopping and close to market where you can jump on the muni or bart. Head west or south and the neighborhood gets a bit iffy very quickly. Their associated restaurant, Jaspers, had wonderful hamburgers and beer in the evening but the breakfast buffet was overpriced and underwhelming. I would recommend them for dinner but might try somewhere else for breakfast. Oh and they do have a room safe in the minibar which I didn't realize until the second day... I hurried up check-in so maybe I missed being told but just a good thing to note if your staying and want to lock away your valuables.
Comment from Hotel Management
Apr 10, 2015 by JKnudsen, Hotel Management
Jeff, Thank you for your feedback about your recent stay. A room with a view lets you enjoy San Francisco without even having to leave your room, and having Jasper’s right here is even better! Its sounds like you enjoyed taking the muni and bart to some of San Francisco’s many sights. While our location, close to Union Square and easy transportation is a highlight, we are listening to your concerns about the neighborhood. Guest safety is a high priority and we strive to make each guest feel safe during their time with us. We’re very sorry to hear about your experience with housekeeping, but appreciate your kind words about our team’s dedication to meeting your needs. Knowing you would stay again is the best compliment, because when you’re happy, we’re happy!
2 out of 5
by A verified travelerfrom Mountain View, CA

The room is fine, business practices questionable.

Posted Apr 7, 2015
Pros: Room was fine for 'advertised' price.
Cons: Honest business practices would be nice. The advertised price should be the price - no hidden charges for 'optional services' revealed at checkout!
Location: Location was fine.
They asked for more money at checkout for services I didn't desire or use. Their excuse, "if you stay in a hotel that has a swimming pool, and you don't use the pool, you are still paying for it". My response, "I've never stayed in a hotel that charges for the pool as an additional cost at checkout". Never in my years of international travel have I experienced this.
Comment from Hotel Management
Apr 13, 2015 by JKnudsen, Hotel Management
Nathan, We apologize you weren’t made aware of our Urban Fee before your stay. Serrano loves to provide a smooth check-in and check-out, and everything in between. We’re sorry your check out experience was disappointing. Because we care about our guests’ feedback, we’re listening carefully to yours as it helps us to know what’s important. In our experience, guests appreciate one price for all that the fee includes, instead of separate charges for each item. For your future reference this fee includes; morning coffee and tea, all day flavored water in reception, morning newspaper, town car service Mon thru Fri mornings to the financial district, unlimited local calls and faxes, boarding pass printing, use of our bicycles, and free Wi-Fi. We’d love to offer you a stay with Serrano, where nothing but a welcoming team, comfortable room, and great location await. We hope the next time you’re here, the only thing you’ll regret at check-out is having to leave!
4 out of 5
Recommended
for Everyone
by A verified traveler

close to union square

Posted Apr 6, 2015
our room was nice kind of tight for 2 adults and 2 children as there was really no where to sit but the beds we booked a room for 2 adults and 2 kids. It was clean parking was only $35 a night across the street with in and out privileges close to Union Square neighborhood was good
Comment from Hotel Management
Apr 10, 2015 by JKnudsen, Hotel Management
Hello, Having a stress-free stay is worth a lot, and we’re glad to hear you could easily get around to some of San Francisco’s best sights. Spring was the perfect time for a family getaway, and we appreciate that you chose us to be part of that experience. For your future reference, Serrano offers a variety of rooms and suites and you may find a different one a better fit for your family. If you’re in the city again, we’d love to have you back. Our concierge would be happy to help you find plenty more great things to do!
3 out of 5
by A verified travelerfrom m

Average to moderate

Posted Apr 6, 2015
this hotel was nice in the lovby but the rooms were considerably lacking comfort and pep. the hotel restaurant named Jasper's was the worst thing i have encountered quite some time. avoid at all costs. i would try another hotel before returning. but the hotel staff were great.
Comment from Hotel Management
Apr 10, 2015 by JKnusden, Hotel Management
cory, While we’re glad to hear our hotel team made your stay great, we’re sorry our rooms fell short of making you happy. Serrano is in the midst of ongoing renovations and staying true to our historic charm, we also strive to provide modern amenities and well maintained rooms. We apologize your stay was “average,” and would love to do anything we can to help make it “awesome!” Our guests often recommend Jasper’s and the new favorites they find on the menu. We’re very sorry this was not your experience. Whether it was your meal, or your service, Jasper’s would love the chance to make it right. They would welcome the opportunity to help make your next experience a great one. From their tables to our doors, we want everything in between to make you happy!
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Fresno, CA

Excellent

Posted Apr 6, 2015
The whole ambiance of the hotel is very homey and comfortable. The place is a walking distance to Union Square.
Comment from Hotel Management
Apr 10, 2015 by JKnudsen, Hotel Management
Faye, Having a relaxing ambiance is part of what makes a getaway feel special. We love knowing you enjoyed your stay from the inside out. Union Square always has new things to do and we hope you’ll be back to see it again. Your next comfortable stay is right inside our doors.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom CA

Perfectly located

Posted Apr 4, 2015
The staff was friendly and professional. Great location, theater, Union Square, everything we needed was close by.
Comment from Hotel Management
Apr 10, 2015 by JKnudsen, Hotel Management
traveler, Our hotel team loves nothing more than to be friendly to our guests. Making our guests feel welcomed is one of the best parts of our job. Serrano Hotel puts you at the heart of so many great things to do, sometimes the hardest part is choosing between them! We hope you loved your time at Union Square, and that it means you’ll be back with us soon. We’ll keep a look out for you!
4 out of 5
Recommended
for Everyone
by A verified travelerfrom Connecticut

Nice hotel, walkable area of San Francisco

Posted Apr 2, 2015
Pros: Room was very clean. Service was pleasant and immediate.
Cons: I'd rather have less liquor in the refrigerator and maybe a small container of ice cream.
Location: In a walkable area of San Francisco. I was only there overnight.
Overall good service, clean and pleasant decor. Not sure why I had to pay a resort fee for one night stay.
Comment from Hotel Management
Apr 7, 2015 by JKnudsen, Hotel Management
Roberta, There’s not much better than exploring San Francisco by foot, now that spring is here. Warmer days are a perfect reason to spend time in the city and we’re glad you chose Serrano for your place to stay. We know that treating guests right is a very important part of providing a stay they’ll love. In our experience, guests appreciate one price for all that the fee includes, instead of separate charges for each item. For your future reference this fee includes; morning coffee and tea, all day flavored water in reception, morning newspaper, town car service Mon thru Fri mornings to the financial district, unlimited local calls and faxes, boarding pass printing, use of our bicycles, and free Wi-Fi. We apologize if you were not made aware of the charges before your stay. We’d love to see you again and promise to keep San Francisco right out our front door!