Ratings based on 2,872 Verified Reviews

They paid and stayed. We double-checked.
4.2 out of 5
93% of guests recommend
4.4 Room cleanliness
4.3 Service & staff
4.1 Room comfort
4.1 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Everyone
by A verified traveler from Raleigh, NC

Charming boutique hotel in San Francisco

Posted Aug 30, 2015
Pros: We loved the eclectic decor, the restaurant was very good. Coffee was already available at 5:30 am when we needed an early start for the airport.
Cons: Our internet service was somewhat spotty. We were able to log on but kept getting booted off in the middle of things.
Location: A short walk to Union Square and public transportation, very convenient. Good restaurants only a short walk away.
This hotel is only a short walk from Union Square but seems miles away from all the hubbub of the city. You are warned at check in that a few blocks in the wrong direction will land you in the Tenderloin district but the hotel area seemed very safe. The morning coffee and tea are ready early in the lobby as is a choice of newspapers. the staff is friendly and helpful and does everything to make the stay pleasant. We booked a few outings (city tour, wine country) with the desk and got a better deal than if we had booked it on our own. The elevators are small as is the bathroom but that's part of staying in a boutique hotel. Everything was clean, comfortable and cozy.
2 out of 5
by A verified traveler

Good location very pricey

Posted Aug 29, 2015
Small room, high price, but good location. PRking nearby.
5 out of 5
Recommended
for Everyone
by A verified traveler

Great location. Within walking distance of all we

Posted Aug 26, 2015
We had a great time would stay here again if I get a chance to come back.
Comment from EPC
Aug 30, 2015 by JKnudsen, EPC
Hello, We’re crossing our fingers that you will have the chance to come back because we loved having you stay! There’s nothing better than knowing we were a great starting point for our guests to go venture out into San Francisco. All roads (in this city) lead to Serrano, and we hope they bring you back!
4 out of 5
Recommended
for Everyone
by A verified traveler from Berkeley

Great wall paper, curtains and view. Poor gym.

Posted Aug 24, 2015
Pros: The curtains, the wall paper, the view, bathroom, bath robes and the luxury bed.
Cons: The gym, the iPod doc, alarm, carpet and maintenance of the cabinets (although these are pretty much antiques they still should be maintained).
Location: Excellent location, we booked this place because it was a block away from Slide Bar where my partner had an art exhibition.
We were very impressed with the luxury nature of the room, the whole look was great as well as comfort. The iPod doc did not work which was disappointing however not a disaster and the alarm clock functions where confusing which resulted in the alarm going off at 6am (as well as another room we could hear which wasn't turned off - slightly irritating). The bathroom equipped with hotel branded bath robes was a great touch and the mini bar was very well stocked. The restaurant, Jaspers was very basic - we ordered Eggs Benedict for breakfast which bizarrely came with a fruit salad? This would've been much nicer if it came with a fresh lettuce, tomato, etc. salad or something more creative than strawberries, melon and pineapple. The gym on the lower level was very basic, could not work out how to get the sauna to work and one of the main multifunctional machines was out of order due to one of the handles had snapped off - this hadn't been maintained or signposted. Some music in the gym would've been great if supplied however there was none. Not much space to work out with other guests using the gym at the same time.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 19, 2015
Good location, easy parking, good value for money
Comment from EPC
Aug 22, 2015 by JKnudsen, EPC
Hello, While location isn’t everything, we agree it counts for a lot, and we’re glad that having transportation, Union Square, theaters & dining just outside our doors made your stay here even better. The next time you’re headed to the beautiful San Francisco, we’d love to welcome you back!
5 out of 5
Recommended
for Everyone
by A verified traveler

Nice find

Posted Aug 15, 2015
Nice room, friendly professional staff, centrally located.
Comment from EPC
Aug 20, 2015 by Jenny K, EPC
Hello, We’re just as happy you found us because we loved having you stay! Serrano knows that we’re only as good as our guests say we are—and your 5-stars means a lot! Mostly, we hope it means we’ll see you again!
2 out of 5
by A verified traveler from N

This hotel was overpriced.

Posted Aug 5, 2015
We paid 280.00 a night to stay in a hotel that offered very little in guest services. We called the coceirge, the front desk and room service only to have it go to voicemail. This is just one of many times we struggled to get the basic things. It is a good location, but not at all worth the price. The overall experience was frustrating and not enjoyable.
Comment from Hotel Management
Aug 11, 2015 by J Knudsen, Hotel Management
Hello Chrissy, We are very sorry to hear you didn’t receive our dedicated service. At Serrano, we know that guests are our best feature, and we sincerely apologize if you didn’t receive the help you needed. Our concierge loves to show guests the best local & tourists spots, and we’re sorry you didn’t get through, or reach our other hotel personnel on the phone. Rest assured, taking care of our guests is a high priority, and we’d love to have you for a stay in the future so we can prove it!
3 out of 5
Recommended
for Everyone
by A verified traveler

Last minute

Posted Aug 4, 2015
This hotel was good for my last minute reservation, after a complete mess at another hotel. It was quite comfortable. Not a great area.
Comment from Hotel Management
Aug 11, 2015 by J Knudsen, Hotel Management
Hello, While we’re sorry to hear your other hotel didn’t work out; we’re secretly glad because we loved having you stay with us. Being a comfortable place to call home while you explore San Francisco is our goal, and we’re happy to hear we were. Thank you for your feedback about our location, because we want our guests to feel as comfortable outside of Serrano as they do in. Guest safety is very important, and we are always here to point you in the right direction—like to Union Square, just steps away. We hope the next time you’re in San Francisco, you’ll know just where to stay!
3 out of 5
by A verified traveler from Central Valley

Unhappy

Posted Aug 1, 2015
Pros: convenient to where we needed to go
Had to pay an urban fee on top of hotel rate which was $22.00 more Had to pay to park car overnight in their garage $40.00 more Had hair in the bathroom shower (disgusting) restaurant overpriced $50.00 for two burgers with water
Comment from Hotel Management
Aug 12, 2015 by Jenny K, Hotel Management
Hello Maria & Matt, We understand that booking can often be a difficult endeavor as you try to compare a variety of hotels and booking sites. It seems in this case you did not see details of the Resort Fee. For future reference, our resort fee can be found directly under the nightly rate on all online travel agents and direct booking options. It’s hard to list all the 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, boarding pass printing, use of our bicycles, and free Wi-Fi. We apologize if you were not made aware of the charges before your stay because the only surprise we want our guests to have at check-in is finding Serrano even better than expected. We are looking into your concerns about our housekeeping service immediately. Please know this is not our usual standard because offering a clean room is a high priority to us— as is taking wonderful care of our guests. We’re sorry to hear our price point wasn’t a good fit for you and would love to have you in the future to offer you a location, beautiful room and dedicated service that makes your stay worth every cent!
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 26, 2015
No breakfast provided! Really disgusting neighborhood
Comment from Hotel Management
Jul 31, 2015 by JKnudsen, Hotel Management
Hello, We’re sorry to hear that our location, just steps from Union Square, failed to impress. The safety and security of our guests is one of our highest priorities, and our hotel team is always available if needed. We’ll carefully review your thoughts regarding our breakfast, thank you for taking the time to send us your feedback.