Ratings based on 3,243 Verified Reviews

They paid and stayed. We double-checked.
4.1 out of 5
93% of guests recommend
4.4 Room cleanliness
4.3 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
2 out of 5
by A verified traveler from Mex

Nooooo es hotel de 4 estrellas

Posted Feb 11, 2016
Debería decir que es un hotel de 2.5-3 estrellas. Nos toco un cuarto súper pequeño que colindaba con el elevador, toda la noche se escuchaba demasiado ruido del subir y bajar del elevador que no nos dejó descansar. El baño muy apretado todo. Y a unos amigos en este mismo viaje les toco un cuarto sucio y con manchas en los cojínes que los tuvieron que cambiar. Lo único que me gusto fue el café gratis en las mañanas y la buena ubicación. No me volvería a quedar ahí jamás!
3 out of 5
Recommended
for Everyone
by A verified traveler from tijuana, mexico

Nearest Parking is very expensive

Posted Feb 6, 2016
Is a good location but the staff is not very friendly
Comment from Hotel Management
Feb 12, 2016 by Jenny K, Hotel Management
Hello omar: avila, At Serrano, we truly enjoy having each guest, and we’re sincerely sorry if you weren’t treated with the best hospitality. Rest assured, we’re looking into this issue because dedicated service is a must at our hotel. Parking in the city can be difficult, and our hotel team is always glad to help point out some of the best parking options. The next time you stay, we want our location to be just one of the things you’ll love about your stay at Serrano!
2 out of 5
by A verified traveler

ELHOTEL BIEN UBICADO, CON BUENOS SERVICIOS

Posted Feb 3, 2016
Pros: LA UBICACION DEL HOTEL, LAS HABITACIONES ESTAN MUY COMODAS
Cons: EN QUE NO CONFUNDAN A LA CLIENTELA CON LOS PAQUETES QUE OFRECEN
MI ESTANCIA FUE AGRADABLE, SOLAMENTE QUE AL REALIZAR EL CHECK INN, EL ENCARGADO ME INDICO QUE HABIA UN PAQUETE QUE INCLUIA CAFE, TE, WIFII EN LAS HABITACIONES, ETC. QUE ERA OPCIONAL CONTRATARLO, BUSINES CENTER, ETC. TENIA UN COSTO DE 22.00 DLS AL DIA. AL MOMENTO DE DEJAR EL HOTEL ME CARGARON EN LA CUENTA 22.00 DLS DIARIOS POR ESE CONCEPTO Y EL MISMO INDIVIDUO ME INDICO QUE ERA OBLIGATORIO ESE CARGO A LO QUE ME OPUSE Y ME MANIFESTO QUE NO PODIA ABANDONAR EL HOTEL SIN HACER ESE PAGO.
Comment from Hotel Management
Feb 11, 2016 by Jenny K, Hotel Management
Hello, We understand that comparing prices on a variety of booking sites can be difficult. (For your future reference, you can find our Urban Fee next to the nightly rate.) Our favorite thing to see at check-out are guests who don’t want to leave, and we’re very sorry that was not your experience. We’d love to have you return for stay that’s at a price point to love.
4 out of 5
Recommended
for Everyone
by A verified traveler from Northern Ireland

Nice Hotel,

Posted Feb 2, 2016
Pros: Good position, close to Union Square. Friendly helpful staff.
Cons: Charging $22 per night for wifi was a bit much. Most hotels offer it for free.
Location: Good location, although best to turn left out of the hotel rather than right. Taylor St can be a bit dodgy at night
Nice Hotel, bathrooms a bit old fashioned but clean and comfortable.
Comment from Hotel Management
Feb 9, 2016 by Jenny K, Hotel Management
Hello Fintan, Guests often share that our location is a highlight, and we’re glad it was one for you too! When you visit San Francisco, there’s nothing better than being able to easily get around the city. We’re sincerely sorry if you weren’t aware of our Urban Fee. It covers so much more than Wi-Fi and has many 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 and use of our bicycles. It sounds like you quickly found your way around our hotel, and if you ever need more directions, our hotel concierge would be more than happy to help!
4 out of 5
Recommended
for Everyone
by A verified traveler

A great example of a themed SF hotel.

Posted Feb 1, 2016
Pros: location and style
Cons: A couple of complementary bottles of water in the room wouldn't go a miss.
This place is a great little spot. It was as expected, small, well appointed and friendly.
Comment from Hotel Management
Feb 5, 2016 by Jenny K, Hotel Management
Hello, We’re glad to hear our décor caught your eye. It’s part of our historic past which we’re proud to embrace, while making sure we provide our guests with all the modern amenities. Being friendly with our guests is one of the best parts of the jobs, and we’re thrilled you felt welcomed. Thank you for your feedback about the water bottles. We’re listening because we want our guests to have everything they need!
4 out of 5
Recommended
for Everyone
by A verified traveler

Good location and room for the price

Posted Feb 1, 2016
No complaints. Location was good and service was great. Room was average.
Comment from Hotel Management
Feb 7, 2016 by Jenny K, Hotel Management
Hello, No complaints (and just compliments) is always a good thing! We do everything we can to make sure our guests are well taken care of. We’re very happy to hear Serrano was a great price point for you and appreciate you letting us know about your room. We’re always working to make Serrano even better, and we take all guest feedback into careful consideration as we do!
2 out of 5
by A verified traveler

Just a Hotel

Posted Jan 27, 2016
Pros: the room....and location
Cons: many things, the breakfast, the additional servicies charged and the TV cable.....
The Hotel has some services Charged that you must probably do not use, do not need or like the bicycles were mostly not availables... The neighbour is ok, next to most things, and the clean was ok. You are not going to miss anything if you choose another one.....
Comment from Hotel Management
Feb 4, 2016 by Jenny K, Hotel Management
Hello, We’re very sorry to hear Serrano didn’t win you over because we want all of our guests to find many reasons to love their stay! Making sure our guests have everything they need is important to us which is what our fee covers— great benefits like coffee and tea service in our lobby, 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, but we’re sorry if these services didn’t come in handy during your stay. We’re also listening to your feedback about our cable service. When you’re looking to relax, finding a show that interests you is always a plus! Thanks for being our guest; we’d love to have you back for a stay that is way above average!
1 out of 5
by A verified traveler

Rudest customer service I've experience

Posted Jan 26, 2016
Overall the hotel is nice but the staff, especially the front check in person ruined the experience.
Comment from Hotel Management
Feb 1, 2016 by Jenny K, Hotel Management
Hello, We understand that interactions with people play an important part of any experience and we’re sincerely sorry for any shortcomings from one of our front desk personnel. Please know we are taking your concern very seriously and making sure our hotel team treats all of our guests with a warm welcome and nothing less than friendly, helpful service. You matter to us!
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 25, 2016
Great place for the price. Area is kinda bad but close to everything. Clean and nice
Comment from Hotel Management
Jan 30, 2016 by Jenny K, Hotel Management
Hello, We love being at a price point that makes even a great hotel affordable, and we’re so glad you were our guest! Making sure our guests feel comfortable during their stay is very important to us, and we appreciate your feedback. While guests often share our heart-of-the-city location is one of our best features, we understand that there are people from every walk of life in the area, and we sincerely apologize if you felt uncomfortable. Guests are the most important part of Serrano, and we’d love to have you again so we can show it!
3 out of 5
Recommended
for Everyone
by A verified traveler from Sacramento

The room doors slam closed and noise from street.

Posted Jan 25, 2016
Nice hotel but I'm a light sleeper so I didn't sleep well. They do have a $22.00 hotel charge they don't collect till you check out and I'm not sure why but I wasent happy about that.
Comment from Hotel Management
Feb 2, 2016 by Jenny K, Hotel Management
Hello DeeDee, Knowing our guests like our hotel is great, but knowing they enjoyed a wonderful night’s sleep is even better. We’re very sorry to hear the street noise and doors kept you up. We strive to make sure our guests have nothing but peace and quiet, and we’re looking into the issue of door noises. Thank you for your feedback about our Urban Fee as well. At Serrano, we think our guests should have it all, which is what the Urban Fee covers. There are great benefits like--, 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 hope the next time you stay the only thing that will catch you off guard is the quiet, restful room you were looking for. We’d be glad to put you on a higher floor where the San Francisco buzz is out of earshot.