Ratings based on 2,033 Verified Reviews

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

Old fashioned charm

Posted Nov 17, 2014
Great location, close to theater district, Market St. Old and nostalgic but very well kept and comfortable.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Santa Cruz, CA

Beautiful Boutique Hotel

Posted Nov 17, 2014
Pros: The décor was amazing and the staff was very friendly.
Location: Union Square is super close as well as many restaurants and bars.
This hotel was such a wonderful surprise. It is centrally located and a quick, two block walk to Union Square. The lobby and beautiful and the staff is incredibly friendly. Our room was small but welcoming. I highly recommend this hotel.
3 out of 5
by A verified travelerfrom Carmichael

Not a Kimpton anymore

Posted Nov 17, 2014
Pros: I had been at this same hotel about 10 years ago and was looking forward to another pleasant stay there...unfortunately, it was not.
Cons: The staff could be more friendly and outgoing, the furnishings and color palette could be updated, and the resort fee is a scam.
Location: The immediate surroundings of the hotel are sketchy with lots of homeless people loitering/sleeping around. The hotel is close to Union Square though.
I booked the room under the understanding that it was part of the Kimpton family of hotels. I found out when checking in that it IS NOT, and it shows. The staff seemed tired and bored much like the furnishings. The room was typically small for San Francisco so that was okay. However, there was mold in the bathroom ceilings which could have been easily rectified with a proper scrubbing. The furnishings in the room show a lot of wear and could use some updating. Finally, they have a mandatory "resort fee" of $22 for things that other hotels make available free of charge; most notably, WiFi. I mean come on...this is San Francisco!
4 out of 5
Recommended
for Everyone
by A verified travelerfrom San Francisco

Posted Nov 17, 2014
Overall, a pleasant hotel with a few extras: nice cozy lounge with free wine in the evenings and coffee and newspapers in the morning. Great friendly staff too. Location is very convenient to downtown.
3 out of 5
Recommended
for Everyone
by A verified traveler

Halloween night with friends

Posted Nov 5, 2014
Our stay was enjoyable and hotel staff were very accommodating. The hotel is located in a great location close to public transit, shops, and restaurants. You could tell the hotel needed some updating (older carpeting, wall paper, and decor), however, the bathroom was very nice- great shower pressure (and clean) and the beds were comfortable. The hotel was quick to bring us a missing ice bucket lining and extra towels. They also held our luggage while we went out for brunch. I would stay again for the great value and central location.
Comment from Hotel Management
Nov 19, 2014 by JKnudsen, Hotel Management
Hello, We completely agree; the location here is hard to beat! We hope you had time to experience San Francisco, so much of it just steps away. Thank you for your kind words about the bathroom and water pressure. It was our pleasure to hold your bags while you were at brunch; our team strives to do all we can to meet our guests’ needs. We appreciate your feedback about the needed hotel updates and are taking those concerns seriously. On behalf of Serrano, we hope your travel brings you back soon; we’d love to see you again!
3 out of 5
by A verified travelerfrom Los Angeles, CA

Nice hotel, not a great location

Posted Nov 4, 2014
Pros: Staff, cleanliness and comfort.
We had a great check in experience, the staff is friendly and the room was comfortable. The location was not great.
Comment from Hotel Management
Nov 9, 2014 by JKnudsen, Hotel Management
Hello, Thank you for your review. We’re so happy you found our service team friendly and room comfy! We do take our guests safety seriously; our wonderful service team is always available for any needs our guests may have. We do hope you’ll choose to stay with us on your next trip to San Francisco!
Comment from Hotel Management
Nov 9, 2014 by JKnudsen, Hotel Management
KC, Thank you for your review. We’re so happy you found our service team friendly and room comfy! We do take our guests safety seriously; our wonderful service team is always available for any needs our guests may have. We do hope you’ll choose to stay with us on your next trip to San Francisco!
3 out of 5
by A verified travelerfrom chicago

Location is great but that's all that is.

Posted Nov 3, 2014
Staff was ok but not friendly. Weird stains on blankets, pillows, and curtains. Spots on the floor were wet - EW! The pages in the hotel binder were damp. How does that happen? I asked for an extra blanket and the one that I received was torn and tattered. When I reported these issues to the staff, they couldn't care less. The attached restaurant is highly overpriced. $8 for 2 soft pretzels that were anything but soft.
Comment from Hotel Management
Nov 9, 2014 by JKnudsen, Hotel Management
Hello Amanda, We are very sorry to hear that you are unhappy with your recent stay at our hotel. We strive to offer every guest a wonderful experience, and it seems we missed the mark with your visit. We are listening and we’ll careful review all your comments. Your honest feedback is invaluable in our efforts to always improve. We hope to welcome you again in the future; we plan to wow you with our ongoing improvements.
Comment from Hotel Management
Nov 9, 2014 by JKnudsen, Hotel Management
Hello Amanda, We are very sorry to hear that you are unhappy with your recent stay at our hotel. We strive to offer every guest a wonderful experience, and it seems we missed the mark with your visit. We are listening and we’ll careful review all your comments. Your honest feedback is invaluable in our efforts to always improve. We hope to welcome you again in the future; we plan to wow you with our ongoing improvements.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Nov 3, 2014
The Serrano is situated unfortunately in a less than inviting neighborhood, but what makes this hotel so lovely is the staff. If you feel can cope with the homeless that surround this area and focus on how wonderful the staff is, you will not be disappointed. From the front desk, Omar, thank you for helping us with our room, to the concierge and doormen, you will have a delightful stay at the Serrano. They genuinely care about their guests, it is obvious they are a great team and work well together. I was impressed with the authentic feel and atmosphere of this lovely hotel. It is a shame San Francisco has so many social issues that mar this beautiful city. Thank you to all the wonderful staff. I would stay here again because of you.
Comment from Hotel Management
Nov 9, 2014 by JKnudsen, Hotel Management
Hello, Well, our service team has had a smile on their face since reading your review; thank you! We’ll pass your lovely comments on to Omar specifically; he will be thrilled! We do take our guests safety seriously and our wonderful service team is always available if ever needed. We look forward to your next visit to San Francisco; Omar will be delighted to see you again!
Comment from Hotel Management
Nov 9, 2014 by JKnudsen, Hotel Management
Hello, Well, our service team has had a smile on their face since reading your review; thank you! We’ll pass your lovely comments on to Omar specifically; he will be thrilled! We do take our guests safety seriously and our wonderful service team is always available if ever needed. We look forward to your next visit to San Francisco; Omar will be delighted to see you again!
4 out of 5
Recommended
for Everyone
by A verified travelerfrom mi

Great hotel

Posted Nov 3, 2014
Would stay again Great experience highly recommend. Lobby is really interesting. This survey is annoying. Watch out for the extra fees.
Comment from Hotel Management
Nov 7, 2014 by JKnudsen, Hotel Management
Hello jim, Thank you for taking the time to write your review of your recent stay with us. We’re happy you enjoyed our lobby décor! We do apologize if there was any confusion regarding the Urban Fee. 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 very fast Wi-Fi. We hope to see you on your next visit to San Francisco!
5 out of 5
Recommended
for Everyone
by A verified travelerfrom san jose, Ca

Posted Nov 2, 2014
Easy check-in/check-out. Very cute boutique hotel with a lot of character. You truly feel like you're somewhere else & that's what traveling is about.
Comment from Hotel Management
Nov 7, 2014 by JKnudsen, Hotel Management
Hello kim, Thank you for the outstanding review; our service team can’t stop smiling! We’re delighted you found our check-in/check-out process easy and our character charming. Traveling should be all about being transported to another place! We can’t wait to see you on your next visit to San Francisco!