Ratings based on 3,955 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
2 out of 5
by A verified traveler

Over Rated

Posted May 1, 2016
Pros: I think the hotel is over rated.
Cons: Improve the staffs ability to respond to guest request.
Location: The area has to many homeless people outside. Hotel restaurant is not good.
Hotel Staff is to slow to respond to guest request.
Comment from Hotel Management
May 7, 2016 by Jenny K, Hotel Management
Hello, At Serrano, we want to live up to our four-star rating, and we’re sincerely sorry to hear we disappointed. It’s very important to us to offer nothing less than the best service for our guests, and we’re sharing your concerns with our team. Taking care of our guests (quickly!) matters. We’re also sorry to hear our restaurant failed to impress. We change our menu seasonally, and if there wasn’t a favorite on the menu during this visit, we hope you’ll try us again. Our chef, Adam Steudle has his name all over San Francisco in popular food publications and has become a favorite in the city. We’d love a second chance to make a great impression!
4 out of 5
Recommended
for Everyone
by A verified traveler from San Francisco

My rating would be a lot higher, but....

Posted May 1, 2016
Pros: Ambiance Bed very comfortable.
Cons: The mini bar (which I didn't use) was so stocked that I had a little difficulty getting things of my own in it. Response to complaints.
Location: Very centrally located to wonderful restaurants, shops. Easy walking district to theatre district. I was able to walk to the ballet at Yerba Buena.
The Serrano is a nice little boutique hotel. Although I didn't have time, the complimentary wine in the evening was a nice touch. I only have one complaint, but it's kind of a biggie. When I went to take my shower in the morning, there was no hot water - in the shower only. Normal hot water in the sink. When I went to check out, I told the person (not sure of job title) about the shower, and he took all of the information down. He only asked me one additional question-did I use anything from the mini bar. I really thought I would hear immediately from management with an offer of substantially reduced rate, comp, something, but unfortunately heard nothing. I'm not angry, but am disappointed. Doubt I would stay there again for that reason.
Comment from Hotel Management
May 10, 2016 by Jenny K, Hotel Management
Hello Tami, If there are two things that every morning requires, it would be a hot shower and coffee, and we’re sincerely sorry that the hot water was faulty in you. Please know we’ve looked into this issue. We’re glad to hear you found other reasons to enjoy your stay though. Comfortable beds and a prime location are just a couple of ways we strive to give our guests the best. Wine tasting is another one, and we’d love to have you enjoy it if you stay you with you again.
4 out of 5
by Thomas from Lee, MA

Seeing San Francisco

Posted Apr 27, 2016 on Hotels
Two day stay, used Big Bus tour service recommended by hotel, saved us money on other recommendations
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Yay! We’re always happy to hear when we can help a guest out! The Big Bus tour service is a great way to stretch out your budget and still see the best of the city. When you’re ready to see more, you know where to find us!
3 out of 5
by A verified traveler

It looks a lot better on pictures!

Posted Apr 27, 2016
Pros: Very little.
Cons: The hotel is in desperate need of an upgrade: Main Entrance door, elevators, lobby, etc..
The hotel has seen its better days. The pictures online look a lot better than the actual experience. Wouldn't recommend it. NO way a 4-Star hotel.
Comment from Hotel Management
May 2, 2016 by Jenny K, Hotel Management
Hello, We’re truly disappointed to hear that your visit was not up to par. As you've noticed, we were in the midst of a major elevator renovation, and we’re very excited to announce that it’s finished. This was just the first step in our ongoing renovations because we truly do care about keeping Serrano picture perfect! We'd love to have the chance to welcome you again so we can win you over!
4 out of 5
by A verified traveler

Good Service

Posted Apr 27, 2016 on Hotels
Good service, reasonable rates.
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello,  It sounds like you had a great trip; thank you for allowing us to be a part of it. Knowing that our service and price-points made your stay better makes us happy! Anything we can do to take care of our guests is exactly what we want to do!
3 out of 5
by A verified traveler

Posted Apr 27, 2016 on Hotels
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello, When you come to see one of California’s best cities, you can expect a great time and a great stay! We hope you had both, and we’d love to welcome you back to enjoy more of San Francisco. Our welcome mat is out for you!
5 out of 5
by Ariel

Posted Apr 27, 2016 on Hotels
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello Ariel, We’re flattered by the 5-stars and want to sincerely thank you for choosing Serrano for your stay in the city. There’s only one favor we can ask, and that’s having you come back soon! We love having wonderful guests like you stay again!
3 out of 5
by Linda

Posted Apr 27, 2016 on Hotels
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello Linda, April is a month with some of San Francisco’s best events, like Opening Day at the Bay, and no matter what was your reason for visiting, we hope you had a wonderful trip. We also hope you’ll be back soon to stay with us again!
4 out of 5
Recommended
for Everyone
by A verified traveler from Palmdale California

Posted Apr 26, 2016
Pros: The lobby the staff it was clean
Cons: It smells old location is bad at night it looks like it's in the ghetto
The staff where excellent specially the receptionist that worked the grave yard shift on Sat 4/23 4/24 Sun at 3am she was wonderful. The only thing that I did not like is that there is no parking for the hotel and the location of the hotel, at night it was so scary trash out side on the street in front of the hotel I literally felt like we where in the ghetto and going to San Francisco for the first time and planing a vacation there you expect it to be way better the SF city reminds me of down town L.a. but overall the hotel was pleasing friendly and clean it's just old.
Comment from Hotel Management
May 3, 2016 by Jenny K, Hotel Management
Hello Elizabeth, At Serrano, we believe our guests should have round the clock service, and we love knowing a member of our night-shift team offered you great service. We’re passing your kind words along! Thank you for sharing your concerns about our location. Guest safety is very important to us, and we’re always on hand to help you find transportation options, day or night, to make sure you arrive safely to any of your SF destinations. And if you’re in the mood for Union Square, it’s just steps away!
5 out of 5
by Patricia from Coalinga

Beautiful Hotel

Posted Apr 26, 2016 on Hotels
Wonderful Hotel nice n old but very well maintained and stylish on the inside. Love staying downtown Frisco-:)
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello Patricia, If there’s something better than downtown San Francisco, we don’t know it! We’re thrilled our décor caught your eye and would love to have you back for another 5-star stay in the future! Don’t wait too long to come back!