Chancellor Hotel on Union Square — Hotel in San Francisco

UPDATE: I received a refund for the difference of the first night. I appreciate this, but I also think this could have been corrected in person, instead of after a review was written.

Hotel room and location were good, and we appreciated the water and coffee available in the lobby. However, pricing and miscommunication/staff interactions unfortunately are reasons we will not return. We stayed 3 nights (2 adults on night 1 and 3 adults on nights 2-3). When checking out, I asked if I could receive a refund for night 1 since I was advised on the telephone by reservations staff BEFORE making the reservation that I should make only 1 reservation for the whole stay (so make 1 reservation for 3 adults all 3 nights). I told the front desk at check-out that I had sought clarification from 2 staff members on the telephone before making the reservation as I did not mind making 2 separate reservations based on the number of guests. She told me that the staff I had spoken to had misinformed me, and she even said that although I was “honest” about our number of guests, she personally would have just reserved the 3 nights for 2 people. How was I supposed to know that? So basically I could have brought any number of people in the room and just paid for 2 adults per night (it’s not like they check anyway, but how would I know that beforehand?). She spoke with her manager who was sitting in a corner cubicle behind the counter and didn’t even come out to speak with me about the situation, and said her manager denied issuing me a refund for night 1 (which would have been about $20+) since the reservation was already paid for. I guess it’s not worth it to be honest these days and customers aren’t valued anymore. Too bad this happened because we would’ve easily come back and recommend this place to friends and family...

This hotel is very nice! Retro in a 1950s sort of vibe and the room space mimics that era - small. So those born in the age of excess may complain about the room size. I stayed on the 5th floor in room 507 which is on the back side of the hotel - the quiet side of the hotel. The room was very quiet and the bed was absolutely cloud like.. Medium mattress with luxury linens. There was one king bed in the room which took up most of the room.. You can walk around the bed on both sides of the bed, but not much more. Two chairs and nightstands take up the rest of the room's real estate. The location of the hotel allows you to do and see all things San Francisco city and within a short 10 minute drive to Fisherman's Wharf: shopping galore right on Powell Street and a 5 minute walk to Market Street for more shopping. Trolley stop is 6 steps outside the hotel door. Parking at the Marriott structure across the street for $20.00 per night is about the cheapest rate in the whole city. The staff were so nice and helpful and the nightly cookies, coffee, tea and flavored water were great free perks. There is a bar in the hotel and restaurants on both sides of the hotel. I wouldn't recommend this hotel for persons with disabilities in wheelchairs because I didn't see access for them..it may be there but I didn't see it and the door of the hotel does not open automatically. Also the bathroom is very tight so I'm not sure how a person with a wheelchair or large walker would fit in there. That said, the hotel is CLEAN and the bed entices one to sleep in. This is a great place for a romantic getaway for two or for business travel. The front desk staff were top notch and I would definitely stay here again. If you found this review helpful, please click on the Like/Thumbs up button below and have...

A friend and I stayed at this hotel, and our experience was nothing short of disappointing. From the moment we arrived, the staff was rude and dismissive, making us feel unwelcome throughout our stay.

To add to the frustration, the TV in our room was broken when we turned it on. It appeared as though someone had thrown something at it, leaving the screen damaged. When we reported the issue, the staff said there was "nothing they could do about it" and made no effort to resolve the situation or offer any compensation.

The bar was poorly managed, with unhelpful and unfriendly staff who seemed irritated at the mere presence of guests. Check-out was also a nightmare, as we dealt with an incredibly rude staff member whose attitude made the process unnecessarily unpleasant.

What makes this situation even worse is the hotel manager, Mr. Wes Tyler. After reading his responses to other negative reviews, it’s clear that he takes no accountability for the hotel's shortcomings. Instead, he blames dissatisfied guests, labeling them as "review bullies" and dismissing their concerns outright. This unprofessional behavior from the management team speaks volumes about the culture of the establishment.

Frankly, I have no idea how this hotel is still in business or how it has managed to accumulate so many positive reviews. My experience was so negative that I can only assume the positive feedback is either exaggerated or from guests who stayed on exceptionally rare good days.

Between the broken TV, rude staff, and dismissive management, my friend and I had one of the worst hotel stays we’ve ever experienced. I wouldn’t recommend this place to anyone seeking a comfortable or...