San Francisco Marriott Marquis — Hotel in San Francisco

Tl;dr - AC not working at higher floors/multiple rooms, rooms were not thoroughly clean, had to change multiple rooms to find a clean room. One of the front desk staff gave unprofessional and embarrassing suggestions when we were trying to find a suitable room.

Pros: hotel is centrally located. Lobby looks and smells nice. Check in/out were quick and easy. Staff were mostly friendly.

Cons: the first night we stayed in our first room assigned on the 17th floor, temp in the room was default at 74 degrees. We set it to 67 bc we tend to like a cool room to sleep in, the temperature never dropped even though the fan was on. We didn't sleep well. Next day we requested engineering to check it out before we head out for the whole day, by the time we came back in the evening, room temp was still in mid 70s despite having the room set to 60s for the entire day. We again requested engineering to come. He came, pointed the thermometer to the vent and said "the room needs to be serviced, you should get a new room". We called the front desk, we packed, we got assigned a new room on the 26th floor. We moved, set the temperature, went out for dinner without checking the room just hoping the AC would work. Come back at around 10pm, husband went to take a shower, and found hair in the tub (see pic), and we just started feel like the room is not clean and doubt that the tub was even rinsed. Mind you while he was in the bathroom I started laying out our things and we again had to contact the front desk to request another room change. We decided that before we move again, he should go and check out the rooms and inspect them. The first room that front desk offered, was the exact same room we moved out of 4 hours ago on the 17th floor, so "the room needs to be serviced" is apparently only a suggestion. My husband then subsequently visited 3 rooms with the security guard as witness and found issues with cleaniness to varying degrees including hair in the tub, what looks like blood stains on the mattress itself (you should always take off the cover at all the corners to the bare mattress to check for signs of bed bugs), and broken ACs in multiple rooms. The security guard had to document all the issues and present them with the front desk and front desk said "those are all the rooms of your room type that we can switch you to, and since none of them you're satisfied with (excuse me? Your rooms are not up to the basic standards and even your staff witnessed it), you can either go back to your room (on the 26th floor) your in now, flush the hair down the drain and speak with the manager tomorrow." 😳 We were embarrassed that he even had the nerve to suggest that!! So you guys didn't clean the rooms throughly and you want to put the burden on us to resolve this and put our health in jeopardy (what if the guest before us had a fungal infection or something? Mind you we are at a health professional conference on this occasion)? Eventually they gave us a junior suite, which at inspection, there was a Lysol wipe travel pack on the door and an empty linen bag that was on the TV stand which security had to take a picture and took them to front desk with him. By the time everything was said and done, it was already past midnight and we were upset, exhausted and disgusted. They gave us comp breakfast/perks (which offered very underwhelming selection that we didn't even utilize at all), and we had reflected our experience to management in the morning, which they sincerely apologized for but at that time, there's really no reconciliation to our feelings and experience of this stay. We heard similar complains from other conference attendees and honestly it reflects very poorly on the hotels part and we have yet to have had such an embarrassing experience at any Marriott hotel we stayed at before. Conference organizers were also informed. If/when we are back to San Francisco, this will not be where we will be staying at bc our confidence is...

I stay in hotels a lot, everything from 1star to 5star places, and i can say with confidence that my last stay at the Marriott Marquis was the absolute worst hotel experience I’ve ever had. After a 2-night visit, I decided I was enjoying myself so I would stay 1 more night. I visited the front desk an hour before checkout and paid for the additional night. I was assured that housekeeping would be informed and there wouldn’t be any problems, so I headed out to have lunch and shop a bit. When I returned a couple hours later (and thank God I did), I arrived at my room to find ALL of my belongings had been packed up and my bags were strewn about the hallway outside my room, where anybody could have grabbed them! I looked around and found a hotel employee, so I asked what was going on. He very rudely told me that I had stayed well past checkout so they cleared my things from the room. And moreover, he wouldn’t allow me back into the room and kept loudly saying that I had to leave or he’d call security. He wouldn’t believe that I was registered for another night, not until I was finally allowed to show him that my key still worked on the door. He didn’t say a thing after that and just walked away. So I brought my things back into the room and made sure (I think) that nothing was missing. Housekeeping had already pulled the sheets off the bed and taken all the towels. They never came back to replace any of it. And in the next hour I received not one but two phone calls telling me that I had missed checkout and had to leave immediately. They basically treated me like a criminal. I finally asked them to just check their records so they could see I paid for another night, since they refused to believe anything I said. Then I hung up and sat there shaking for a good while. I was so angry at being treated this way. But I also didn’t know whether to expect a loud knock at the door next to escort me out. I was never able to relax after that but also couldn’t leave in case they came back and pulled my things from the room again. Never got new bed sheets or towels, which kind of sucked. Also never received an apology from anyone, either for putting my belongings in the hallway, for not making up the room, or especially for how terribly I was treated. I left early the next morning and highly doubt I will ever go back. I will say that the first 2 days of my stay were very pleasant, but I could never recommend this hotel to anyone. There is an underlying lack of communication, incredibly poor customer service, and a huge safety risk (at least around the safety of your belongings). After paying quite a bit to extend my stay last-minute, I left feeling like they should have paid ME for the ability to treat me so horribly. It’s always a bad sign when you end a little vacation far more stressed and frazzled than you were at the beginning! You’ll find plenty of other hotels in the area — do yourself a favor and choose any one of...

My recent stay at the San Francisco Marriott Marquis was a blend of good, and disappointing experiences. Starting with the positives, the hotel's location is undoubtedly its strongest suit. Nestled in a prime area, it is conveniently close to many attractions and is easily recognizable and accessible.

The comfort of the beds and the cleanliness of the restrooms were notable highlights, ensuring a comfortable stay. The TVs in the rooms, being smart TVs, added a modern touch, although I encountered difficulties connecting my tablet, despite the feature being advertised.

However, my experience was marred by several negatives. One of the main reasons for choosing this hotel was to enjoy the view lounge, which, to my dismay, was closed. This was a significant letdown and impacted my overall experience.

The parking fee was exorbitantly high, almost $90 per night, which is steep even by city standards. But the most disappointing aspect of my stay was the service. Despite being a loyal Marriott customer with a high status and over 90 nights in their properties, I felt undervalued and overlooked. My status was not acknowledged, and my requests and concerns were dismissed. I was even told that to have any requests honored, I would need to pay the full price, which was both surprising and disheartening.

The hotel imposes a daily "destination fee" of $50, but this was not clearly communicated at the outset. It was only later that I learned this could be used as food credits, information that should have been provided by the front desk at check-in.

Furthermore, the parking staff's inflexibility over a mere 10-minute extension for retrieving belongings from my room was unnecessarily rigid and came across as rude.

I was also disappointed to find that the M Lounge, which is typically offered to repeat guests and was promised to me due to my status, was only open for breakfast during the weekend.

While the San Francisco Marriott Marquis excels in location and comfort, it falls short in service and value for money. The lack of attention to loyal customers and high additional costs significantly detracted from what could have been a pleasant stay. I hope that the management takes note of these issues, as the current service level does not meet the Marriott standard I am...