Ratings based on 3,949 Verified Reviews

4.1 out of 5
82% of guests recommend
4.3 Room cleanliness
4.3 Service & staff
4.1 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveler

Posted Feb 13, 2017
Bed was very hard and left us sore after both nights sleep. The room unfortunately was a bit crampt as the hutch for the TV is a bit oversized.
Comment from Hotel Management
Feb 23, 2017 by Jenny K, Hotel Management
Hello, When you're on vacation, getting as much sleep as you want is one of the best parts which is why we love to offer comfortable beds and luxurious Frette bedding. We're sincerely sorry the bed left you sore because a great night's rest for a day out in San Francisco is essential. We're sharing your feedback with our team and if there is anything we can do to help, please feel welcome to reach out personally. We'd love to make sure everything about your next stay is perfect.
4 out of 5
Recommended
for Everyone
by A verified traveler from Philadelphia, PA

Close to many activities and restaurants

Posted Feb 12, 2017
Cons: Furnishings need up-dating.
Location: Theater, Union Square, trolley to North shore are all withing easy walking distance
The neighborhood is not the best; however, the proximity to many attractions is great. Restaurant is not recommended.
Comment from Hotel Management
Feb 21, 2017 by Jenny K, Hotel Management
Hello Craig, Serrano offers a spectacular location in the heart of the Theater District, and we're thrilled it put SF's best at your fingertips. Whether you walk (or hop on a trolley) there is so much nearby to see and do! Thanks for sharing your concern about our furnishings. We are taking your feedback into careful consideration as we work to keep Serrano looking her best. We hope we'll have another chance to welcome you back in the near future.
4 out of 5
Recommended
for Everyone
by A verified traveler

Close to centre

Posted Feb 9, 2017
They wantend to charge u's $25 per dat for internet that we dis not use. Rediculous
Comment from Hotel Management
Feb 16, 2017 by Jenny K, Hotel Management
Hello, We're truly sorry our Urban Fee was a disappointing part of your stay. When guests stay at Serrano, we want them to have it all and the fee covers many great benefits like 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, use of our dry sauna and bicycles, free Wi-Fi and more! If there is anything we can to help make a great second impression, we'd love to!
4 out of 5
Recommended
for Everyone
by A verified traveler from New York

location is good

Posted Feb 8, 2017
5 minutes walk to subway and Union Square. cable cars,chinatown,shopping,etc.all being easy
Comment from Hotel Management
Feb 11, 2017 by Jenny K, Hotel Management
Hello Jack, A spectacular location in the heart of the Theater District puts our guests at the heart of the city-- just steps from Union Square, city transportation, SFMOMA and so much more! We hope you have a return trip on your calendar because we'd love to have you back to enjoy more of the San Francisco!
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Feb 7, 2017
Pros: good experience.: good location, nice staff, easy shuttle to airport ($17), convenient baggage drop off at lobby Cons: don't forget to put the "do not disturb" sign as the cleaning staff comes early
Comment from Hotel Management
Feb 11, 2017 by Jenny K, Hotel Management
Hello, Getting a good night's sleep (and sleeping in!) is one of the best parts of a getaway, and we apologize for our housekeeping team's early hours. We're sharing your feedback with the team to ensure that guests get all the rest they need. We're thrilled that our location and welcoming team made your time in the city even better and hope a return visit is already on your wish list. We'd love to welcome you back!
4 out of 5
Recommended
for Everyone
by A verified traveler from turlock, ca

Posted Feb 7, 2017
I think the hotel looks better in photos than in person. When I was going to check in the receptionist took 15 minutes to acknowledge me in line. The city definitely has other better hotels with better service.
Comment from Hotel Management
Feb 14, 2017 by Jenny K, Hotel Management
Hello Jose, Dedicated service is something we're known for, and we're truly sorry we fell short during your stay. You're right; you should have been acknowledged as soon as you walked through our doors. Please know we're bringing this up with our team and taking your feedback seriously. Would you consider reaching out to us personally so we can help? We'd love another chance to show you what a true Serrano experience should be.
3 out of 5
by A verified traveler from Los Angeles

Not a 4-star hotel and misleading location

Posted Feb 5, 2017
Pros: Lobby was inviting, but furniture appeared soiled and tired. Hotel staff were nice, but didn't go out of their way.
Cons: Lobby and rooms need to be freshened up. No coffee maker in the rooms, but guests were invited to get coffee in the lobby.
While I wish I could give this hotel the benefit of the doubt, it's simply an average, older hotel with an older, ornate lobby and tired rooms. The room ratings suggest 4+, but I can honestly say it's barely a 3-start in my opinion. Actually located in the Tenderloin neighborhood (and not in Union Square as advertised), this hotel needs to be updated inside and out. My room was acceptable from the standpoint it was a comfortable bed, but furniture and walls were scratched and dented, and simply painted over.
Comment from Hotel Management
Feb 11, 2017 by Jenny K, Hotel Management
Hello John, We're sincerely sorry your stay disappointed. Would you consider reaching out to us personally so we can help? We're listening carefully to your feedback about our furniture and taking it into careful consideration as we strive to keep Serrano looking her best. Located in the theater district, we love being just steps from Union Square, but we apologize if this was not what you were expecting. When guests stay at Serrano, we want them to find Serrano even better than they expected, and we'd love another chance to impress the next time you stay!
3 out of 5
by A verified traveler from Toronto, CA

Older hotel with small rooms but central

Posted Feb 5, 2017
Pros: Location
Cons: High hotel fees and pricing
Location: Park across the street, don't pay more at the hotel.
Always disappointed when those hotel fees are excluded from the Expedia rate. Why? What's the point? Just include them in the rate. As for hotel, just ok. We stayed one night. The location, near Union Square, was good.
Comment from Hotel Management
Feb 11, 2017 by Jenny K, Hotel Management
Hello Nick, It's all about location in San Francisco, and we love being just steps away from Union Square, Chinatown, SF theater and so much more! Booking travel can often be a complicated endeavor as you try to compare and price a variety of hotels. It seems in this case you did not see details of the Urban Fee and we're taking a closer look at fee descriptions. When guests stay at Serrano, we want them to have it all! Our Urban Fee covers many great perks like morning coffee and tea, all day flavored water in reception, morning newspaper, high-speed Wi-Fi, access to our dry sauna, use of the Serrano bicycles and more. We hope some of these benefits helped you enjoy your stay-- and we hope this was just the first of many more!
5 out of 5
Recommended
for Everyone
by A verified traveler

Love the style of the whole building

Posted Jan 31, 2017
Me and my sister did a road trip and we put this room through Expedia it was one of the nicest hotels that we stayed in in San Francisco can't wait to come back
Comment from Hotel Management
Feb 3, 2017 by Jenny K, Hotel Management
We can't wait to have you back! No matter how you found us, we're just thrilled your search sent you our way. Since you mentioned it, we can't help but agree that our vintage charm is what sets us out from the crowd. Our welcome mat is out and we're already looking forward to your next visit.
5 out of 5
Recommended
for Business Travelers
by A verified traveler from Seattle, WA

Quiet, comfortable hotel near Union Square

Posted Jan 30, 2017
Pros: As above. Very comfortable lobby as well.
Cons: Provide coffee pot in room for those who want a quick cup w/o going to lobby in early a.m.
Location: Union Square, shopping, theater district, convention center within easy walking distance.
Hotel is older but very well appointed, quiet and comfortable. Excellent organic fair trade coffee provided in lobby every morning in ample quantity. Free Wi-Fi throughout hotel and IT staff helpful for any connection issues. Concierge especially helpful and kind. I will definitely stay there again on my next trip to SF.
Comment from Hotel Management
Feb 1, 2017 by Jenny K, Hotel Management
Hello Sheila, We're already looking forward to your return! When you stay with us, we want you to feel at home, and we're thrilled that "comfort" and helpful service described your time here. Our team is listening to your feedback about in-room coffee because we understand that sometimes java needs to be the first part of your day. Thanks for the many kind words; we're keeping an eye out for your return.