Hyatt Regency San Francisco — Hotel in San Francisco

Poor customer service - excuses - gaslighting - and absolutely ZERO empathy. are why I will not be returning to this property. I got a room 'with a view' which wound up meaning a view half blocked by a concrete wall (see photo) and my shower barely put out any water (had to stand against the wall / right under shower head with it pointed straight down) which made feeling clean or refreshed impossible. I expect to get refreshed and relaxed at a hotel, but neither happened on this trip. I even called the front desk, while on site, to address the issue (asked for a room change) but was denied as they stated it was California law they could not provide but only a 'regulated' amount of water... The 'engineer' that came to my room even acknowledged the low pressure yet also stated that some rooms/suites had GREAT Water pressure (thanks for rubbing it in).... he took the shower head off and put the same one right back on proclaiming it was "fixed' and that I'm now somehow crazy to continue to recommend the pressure wasn't good.... it was so frustrating. Last year, for the Dreamforce Conference, I stated on the 6th floor and the pressure was fine so I know some rooms have decent showers, this was not the case.... I really tried (as I always do) to provide the opportunity (both while on site and via responding to the survey they send after check-out) for them to do SOMETHING / ANYTHING to make it right or make amends (if after the fact) and they blew off both ... while I was at the hotel, they just dismissed me and after the fact, I received only a generic 'were sorry - go kick rocks' email from their PRperson.... Next year, I will simply stay at a different hotel. OH- and before you stamp my review with your generic cut/paste reply... I'm only writing this review because I already reached out and received this: Thank you for taking the time to share your experience with us. I’m truly sorry that your stay did not meet expectations, and I want to sincerely apologize for the discomfort and frustration you encountered.

A refreshing shower and a warm welcome are basic comforts every guest should expect, and I regret that we fell short in both areas. The way your request to change rooms was handled, along with the explanation you received, was not acceptable. We should have taken your concerns seriously and acted with more empathy and urgency. I also apologize for the interaction at check-in—every guest deserves a friendly and professional greeting, especially after a long day of travel.

Your feedback has been shared with our engineering and front office teams so we can address these service gaps and ensure better communication and responsiveness moving forward.

We appreciate your honesty and hope you’ll consider giving us another opportunity to provide the experience you deserve.

Sincerely,

Hyatt Regency San Francisco

..... no adjustment, no offer of points, nothing... just a "we know it was a problem and don't care" email.... FYI some of us pay for these conferences out of pocket and are not covered by some company with unlimited resources, I will choose my hotels, going forward, more carefully -...

As a current employee from another Hyatt; I have never experienced such unprofessionalism, disrespect, and unacceptable behavior/treatment from a staff. I had a reservation booked 3 weeks prior for my son's 9th birthday and I wanted to do something special for him which is why I chose this location.

I called prior in the morning to see if early check in to our room was available instead of 4pm since we had other events reserved for our SF outing. The young gentleman that took my call informed me that they would have their team work on getting our room ready by the time we arrived between 11am-12pm. I had called at 5:30am on Sunday 5/11 check in day. I was also told a week before to call the morning of if early check in was available.

Upon arriving at 12:30pm, front desk to begin with was very unfriendly while checking in. The way this person interacted with others in line before me, was not the same treatment nor energy I received when it was my turn. I take that he saw I was an employee elsewhere on my reservation is the reason for this treatment. That realization was an automatic red flag.

Second, I was told my room was not ready and staff would work on it to get it ready whenever front desk was informed. I mentioned to them what was told to me in the morning and that not only did we have a timely schedule to accommodate, but also we had a cake sitting in the car that needed to be refrigerated. Which is also why we needed our room ready upon arrival.

I requested to speak with the Assistant Manager at that point. Agnes at one point shifted her tone and monolog in a belittling and disrespectful manner. On top of that, she threatened my family and I that they "can and will cancel our reservation. Along with the upgrade accommodated for us" by another assistant manager. Once this threat was made to us, that's when the whole conversation turned left.

There was so much negativity and unprofessionalism that occurred that it was really frustrating and overwhelming at the same time. Other women at the from desk on their staff team started talking out of line to my wife and I; rudely after we already were threatened of having our room cancelled. I requested for their names to escalate the situation to the building and district manager, and everyone refused to provide me their names and said "they weren't obligated" to do so.

Because of this awful experience, my son's SF birthday outing/trip was literally canceled. The cake had melted throughout the time of this incident, we missed out on our museum private tours and the money for it. My family and I ended going back home to the East Bay without a plan B since my son was looking forward to this trip.

If a building manager or district manager reads this, I would genuinely like to discuss this further. There was so much more that was said and occurred unfortunately. This treatment was truly unacceptable!

-Jonathan...

A MUST STAY in San Francisco!!!

FABulous location.

Walk anywhere….North Beach, Chinatown, Downtown, stroll along the Embarcadero towards the Giants stadium or The Warriors at Chase, with great Bay views and restaurants and bars along the way. Or go in the other direction and get to Pier 39, Ghirardelli, The Marina, and eventually Fort Point (one of two brick forts in the US) and the Golden Gate Bridge!

Views galore!!

Across from the incredibly beautiful Ferry Building where you’ll find great eating and shopping (mostly great food)!

You’re attached to shopping at the Embarcadero shops. And restaurants and bars steps away in any direction!

Though this property is amazing, historic, has unique and distinctive architectural, The Hyatt Regency, Embarcadero (not to be confused with less unique and newer Regency on 3rd!!!), can be surprisingly gentle on your budget.

The former Equinox restaurant is now their amazing lounge. {WARNING: verify it’s open before your stay if that feature is important, as they weren’t open Thanksgiving week due to low occupancy!}. There you’ll find food and drink options (including honor bar in the evening), but most importantly, a round, former restaurant area where you can see 360 degree views atop the building! Incredible. Priceless!

And throughout, very helpful staff. Thanks to Angela at the front desk, Chris in engineering, Cecelia, Pedro and everyone in the restaurant, and more!!!

The restaurant’s breakfast buffet is very reasonably priced and you can request freshly cooked eggs or an omelette (both included), though just don’t expect special requests to come out super quickly🤔 That said , until they arrive there are many options to delight and distract you.

We already had plans for Thanksgiving, but if we hadn’t there was a reasonably priced option at the property. That’s quite unusual for big city hotels!!

I’d add both Thanksgiving and Xmas to your lists of great places to head into the City!! Business travelers are gone, as are a lot of workers. Unlike summer in the City, that means getting out is easier and staying over easier on the budget!

And while it may be chilly, so is summer in the XmC Another property that will make you strive to hit Globalist with Hyatt! Reminder: if you’re Globalist and pay with points, you’ll get free parking (here and at other properties where Hyatt controls the parking—verify in advance) and no sneaky resort fees!!

There are many reasons to make this property one of your long-time or new favorite options in this world class but easy to conquer, ever stunning city.

And in terms of the news…we go to SF for staycations often. It’s always amazing!! We enjoy repeating visits to places we’ve been , but also discovering the new places in this both classic and ever evolving, gorgeous, friendly, approachable, historic and always...