Ratings based on 3,951 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
4 out of 5
by Victor from Roseville

Good hotel in the area

Posted Apr 24, 2016 on Hotels
No major complaints. It was comfortable and seemed clean. I killed a couple of ants in my room, but other than that it was good.
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello Victor, Traveling can be exhausting and having a comfortable room to come back to after a day out in San Francisco is a must! Thanks for taking the time to let us know about your stay; we’re looking into the issue with the ants because the only thing invited into our hotel is our guests! We’d love to have you back the next time you’re in the area!
4 out of 5
Recommended
for Couples
by A verified traveler from San Jose

Hotel: quiet, breakfast next door

Posted Apr 24, 2016 on Orbitz
Pros: quiet
Cons: Easier to read street sign.
The hotel was quiet, but street sign was a bit hard to read, so we had to circle the block before we spotted it. Parking on a busy Saturday night was around the block and down the street. Wasn't clear that breakfast place needed the food on the hotel bill to get a discount, so we skipped the discount to save time.
Comment from Hotel Management
May 1, 2016 by Jenny K, Hotel Management
Hello Juliette, Thanks for bringing the issue of the street sign to our attention. You’re right; we should have a sign that makes Serrano easy to find! Parking in the city can be difficult to navigate, and we apologize for any inconvenience that parking farther away caused. We’re biased, but we think breakfast at Jasper’s is a big highlight of a stay at Serrano (the Full English!), and we want to make sure our guests get the benefit of a discount for staying with us. Thank you for being our guest; we’d love to offer you another quiet stay the next time you’re in San Francisco!
2 out of 5
by A verified traveler from Los Angeles, CA

You really don't get what you pay for.

Posted Apr 23, 2016
Pros: Walking distance to Union Square
Cons: The front desk staff's attitude, the quality of sheets for the bed, ACCURATELY advertising the room conditions and sizing.
Location: It's kind of in a more shady neighborhood in SF. We saw lots of homeless people in front and around the hotel.
I literally wasted my Expedia points ($50 off worth) on this piece of crap hotel, and we still ended up paying $300 plus a $57 service resort fee for two nights. This hotel is gaudy, tacky and cheap looking. Our room (a standard queen) was the size of a CLOSET. It was literally the smallest room I have ever stayed in. The only furniture in the room was the queen bed, two small night stands and a giant wardrobe that took up most of the space aside from the bed. The sheets felt cheap and had some pilling which was disgusting to me. I can't stand sleeping in a hotel with overly washed cheap sheets. Don't waste your money staying here unless you're okay with paying a $57 service resort fee for a piece of crap gym that you're probably not even going to use, because that's what ended up happening to us. I have never felt so ripped off and disappointed at Expedia for marketing this hotel as 4 stars.
Comment from Hotel Management
May 1, 2016 by Jenny K, Hotel Management
Hello Meep, Interactions with people play an important part of any experience, and we’re sincerely sorry our front desk team didn’t offer the service our guests deserve. Please know we are bringing it to the attention of our team. We’re also sorry to hear our room size didn’t fit your needs. For future reference, we offer a variety of rooms and suites, like our Luxury Suites that feature a 510 square-feet layout with fantastic city views, a king bed, 2 flat-panel TVs and a queen sleeper sofa in separate sitting area. At Serrano we also feature quality Frette linens and robes, but we are taking your experience into careful consideration and checking to make sure any worn sheets are taken out of rotation. Our Urban Fee includes much more than the gym with 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, boarding pass printing, use of our bicycles, and free Wi-Fi. We apologize if you were not aware of the charges before your stay because we want our guests to be comfortable with our price point before they stay. Making a great impression is very important to us, and we’d like another chance to make a second impression you’d love.
1 out of 5
by Jemel from Boston, MA

Just bad!

Posted Apr 22, 2016 on Hotels
The food, service, and condition of hotel was poor. Over priced restaurant. Doormen were lazy. Just a bad overall experience!
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello Jemel, We’re very sorry to hear you had a disappointing experience at Serrano and Jasper’s. Dedicated service is so important to us that we’d love to know more about your stay and hope you’ll reach out to us personally so we make it right. We’re taking your feedback about our price-point seriously. At Jasper’s, we serve only high-quality ingredients, and we believe that’s worth a lot! Please know you matter to us, and we’d appreciate the chance to make a better second impression.
5 out of 5
by Mark from Las vegas. Nevada

Nice place to get away and feel relaxed

Posted Apr 21, 2016 on Hotels
Hotel is close to everything you need. Going to the ball park. Walk there in 20 minutes.will be back
Comment from Hotel Management
Jul 2, 2016 by JKnudsen, Hotel Management
Hello Mark, When you visit San Francisco, it’s easy to see it in Orange and Black. (Giants!) You came for all the right reasons, and we love knowing that your time at Serrano was a home-run too! Come back soon for Giant’s, Warriors, 49ers and everything in between! We’d love to have you again!
3 out of 5
by A verified traveler

Downtown San francisco

Posted Apr 20, 2016
Stay was nice but there were a lot of extra charges. Parking was 59$ per night and they charge a 25$ per night urban fee for wifi and tea and coffee which i didn't even have any of.
Comment from Hotel Management
Apr 26, 2016 by Jenny K, Hotel Management
Hello Diana, We’re happy to hear your stay was great, and we appreciate you letting us know your concerns with our Urban Fee. We’ve tried to make it easy to see our Urban Fee next to the booking rate, but we sincerely apologize if you weren’t’ expecting it. Guests usually prefer one fee rather than separate charges for the many amenities it offers. We’re also very sorry to hear our parking rates weren’t an expected price point. While our valet parking service is a great way to take the stress out of parking in the city, always know there are other nearby options, and we’d be happy to point them out to you the next time you stay. If there is anything we can do to make sure your next experience is one you’ll love, just say the word!
5 out of 5
by Vincent from Rancho Cucamonga

Stay at the Serrano

Posted Apr 19, 2016 on Hotels
I had book this room, in a spontaneous last minute birthday trip up to San Fransisco. That being said, with time I had to look for a hotel and the price I got it for I could of been happier and exceeded my expectations. Our room was very well put together loved, the decoration scheme was original and our view of the city was great. Couldn't of been happier with the cleanliness of our room and all over the hotel never was I disappointed to find something dirty. All the staff was polite and friendly. Just there system was a little slow just need better computers. The bar/restaraunt downstairs is super cool and enjoyed a couple cocktails myself. My favorite part about this hotel is that it's about 30 min drive from everywhere you'd like to see and the drive there is half the fun because you get to see so much of the city on the way to your destination. If I could say one bad thing is just the prices for the parking and the kitchen were a bit too pricey, if I'm already staying with you guys, a little discount would be nice. Other than that I absolutely love it here, I ended up booking an extra night just because I enjoyed myself so much. I see my self stay here for my future trips to SF as well. Thanks guys
Comment from Hotel Management
Jun 25, 2016 by JKnudsen, Hotel Management
Hello Vincent, We couldn’t love your review any more, because when it ends with you coming back, you’ve made our day! You chose well when you went to Jasper’s for cocktails. Their new drink menu came out this week, and I think they’re all our new favorites! (Sandia Del Sur!) Thanks for letting us know about our price point. We are definitely taking it into consideration because we value our guests. We hope you’re next trip to San Francisco is soon because we’re already looking forward to having you back!
4 out of 5
by Colleen from NYC

Fresh Towels?!

Posted Apr 18, 2016 on Hotels
Aggressive housekeeping staff. I really like the hotel and the room was clean but the "do not disturb" sign on the door does not stop the cleaning lady from catching you in the hall way or cornering you in the elevator and pushing fresh towels! The straw that broke the camels back was when I booked an extra nights stay so i could sleep in and check out at 6pm due to a late night out and a red eye home, THE CLEANING LADY CALLED AND WOKE ME UP AT 1pm to in quire if I needed fresh towels. I had the do not disturb sign up on my door and she knew it, so what did she do?... she called me and ruined my sleep and woke me up for the day. What a waste of $200+ for an extra few hours of sleep taken away from me =/
Comment from Hotel Management
Jun 25, 2016 by JKnudsen, Hotel Management
Hello Colleen, Oh no! It’s hard to put a value for a good night’s sleep, but we can all agree it’s worth a lot, and we’re very sorry to hear our housekeeping team woke you. Making sure guests have everything they need (including fresh towels) is important, but we definitely only want it to make your stay better. We are taking your feedback seriously and will make sure our team knows to look closely at the do not disturb signs. I hope you are all caught up on your rest! If you’re ever back in San Francisco, we’d love to offer you nothing but peace and quiet when you stay at Serrano.
5 out of 5
Recommended
for Everyone
by A verified traveler

Great historic hotel. great staff

Posted Apr 18, 2016
They remembered our names after 2 years. Very impressed.
Comment from Hotel Management
Apr 22, 2016 by Jenny K, Hotel Management
Hello, When it comes down to it, interactions with people play an important part of an experience. Our hotel team loves to treat our guests right because we have the best guests! We hope it’s not two years until your next visit—but whenever it is, we’re already looking forward to having you back!
4 out of 5
by A verified traveler

Posted Apr 18, 2016 on Hotels
The hotel staff was nice and friendly. Hotel rooms are not incredibly large, but sufficient size for 4 people. The hotel is in a great neighborhood. It is walking distance to lots of shopping and food. Be sure that you know there's a $25/day fee for wifi and the free coffee/tea/happy hour in the lobby. Cute boutique hotel...I would stay there again.
Comment from Hotel Management
Jun 25, 2016 by JKnudsen, Hotel Management
Hello, If there something our guests can count on, it’s our hotel team. We believe in giving our guests the best possible service because we truly love having each one! We’re thrilled to hear our location offered you a front row seat to San Francisco, and we’d love to welcome you back the next time you’re ready to see more of the city. We’ll be a friendly face to come home to!