United Polaris Lounge — Local services in Millbrae

I will never understand how this lounge has an average of 3.5 stars. Absolutely mind-boggling. Perhaps it's the over-comparing to other lounges and past experiences, or the demographic of the clientele itself, but some of the pettiness and snobbish critiques are pretty unbelievable.

This is a first rate lounge. I'll address some of the common critiques:

Crowds: Sure, it has its days where it is a bit crowded but the seats are beautifully spaced (some even with partially enclosed cubbies) and the 3 distinct regions are partitioned well. And in case people were not aware, all lounges nowadays can be busy (and many times have crazy wait times), and this place comes nowhere close to those ones. They already do a decent job restricting access, (only available to international business class travelers), and the footprint is gargantuan (28000 sq ft), so not really sure how you make it much more exclusive than this. As for when I have gone, it really is only busy towards the food area. The two quiet areas are church-level quiet at times, and most of the people who sit in those areas understand that as well.

Food/Drinks: Another flabbergasting, common critique I believe is partially related to mismatched expectations. Let me make this clear: this is not meant to be a fine-dining establishment. It's not meant to provide you a Michelin-star experience (but for some of us, it certainly feels that way). Those expectations are what actual paid-restaurants are for (and perhaps Emirates first-class lounge). If there has perhaps been some decline in quality over the years, it is not apparent to me, and perhaps those who notice had just the single bad experience. Regardless, people are way too harsh on the food. The buffet and FREE IN-DINING RESTAURANT are great. I could care less if the burger was slightly under-seasoned or a medium-rare instead of medium, or that the flavor profile for a particular dish was a bit odd, or that the food didn't come out cool or warm instead of hot. Overall, above-average food. In regard to the bar and drinks, again, way too picky. Some also complaining that there is no fresh espresso/good barista, or the drink they received had barely any alcohol or the mix was crap, or that it isn't a free-for-all self serve, etc.

Service: People have said staff can be a bit inattentive at times, and I can see that in some cases. But then the reviewers themselves let that ruin their experience and instead of fairly reviewing each distinct category, every other category magically falls off a cliff. If you feel like you are being ignored or the staff is being short with you, perhaps we could make a better effort as well. Maybe understand there is a language barrier, or realize that they are always understaffed, or empathize that their accumulation of interacting with a thousand business class passengers everyday is not overwhelmingly positive. It really isn't all that hard to bus a couple of 1 oz plastic cups and plates, or clear a seat of some crumbs or a soda stain. Maybe engage that sad-looking server and turn that frown upside down with positive energy.

Hours: I saw so many reviews complaining about hours of the lounge and the hours of the dine-in restaurant. Look it up ahead of time people! Also, if you look at any of the thousand YouTube videos or online reviews, you'll know that there is always a wait for the restaurant. And even if the dine-in restaurant is closed or the wait too long, why does it get to people so much? Enjoy said buffet, the two treats areas, or just wait for your multi-course meal on the flight.

I have nothing against a legitimate bad review. Businesses need them in order to maintain quality. But what I'm observing goes way beyond a need to inform and provide constructive criticism.

Again, perhaps it's because some are expecting something beyond the commensurate cost of their business-class ticket or over comparing to other lounges or didn't grow up with rice porridge for dinner or feel entitled to it all because they are just douchebags. We can be...

I’d like to provide a clear and objective summary of my experience at the United Polaris Lounge in San Francisco International Airport.

I arrived at approximately 6:00 PM on July 31st. The receptionist greeted me warmly, explained the lounge layout, and invited me to enjoy the space. This was a positive start.

I proceeded to the dining area and was told there would be a 15-minute wait. The person behind me received the same estimate. However, when I looked inside, I noticed multiple empty tables. This suggests a staffing or policy issue that restricts seating availability, even when capacity exists.

When seated, I was approached by a server who asked, “Do you have any questions?” without a greeting or introduction. I ordered the burger and a glass of wine. The wine was delivered promptly, but some was spilled on the table without acknowledgment. The burger was overcooked and came with two dry potato wedges. I took one bite of each and left the meal unfinished.

Afterward, I visited the self-serve section to sample the hot food. Unfortunately, the quality there was similarly poor. I would suggest that the lounge reevaluate what types of food maintain acceptable quality after sitting out for extended periods and adjust the offerings accordingly.

While one employee in the dining area displayed a disengaged attitude, another staff member—specifically a woman working nearby—demonstrated more enthusiasm and attentiveness. This contrast in service approach was noticeable.

To provide context: although this was my first time flying in United’s Polaris business class, I’ve flown over 200 times across multiple countries and have visited a wide variety of lounges through Priority Pass. Many of those lounges, including in non-flagship locations, have offered comparable or even superior food and service. As such, my expectations were aligned with industry norms. Recommendations:

Improve operational flow in the restaurant Address bottlenecks that lead to unused tables despite guest wait times.

Reevaluate food quality and menu design Focus on items that hold up well over time in buffet settings. Replace low-quality meat suppliers for à la carte options.

Streamline drink service If servers must retrieve drinks from the bar, consider alternative systems to reduce inefficiency.

Introduce service incentives Implement a bonus or recognition system to promote consistent service and morale among staff.

In summary, the facility’s design and front-desk hospitality were solid. However, the food and service execution fell short of expectations for a business-class lounge. I hope this feedback is helpful for future...

Dear Customer Support

I am writing to express my profound dissatisfaction with the service my family and I received at the Polaris First Class Lounge in San Francisco Airport on [specific date].

Upon arrival at the front desk, we were promptly denied entry without any initial verification of our tickets. It was explained to us, rather abruptly, that although we were traveling internationally in first class, one leg of our journey was only domestic. While I understand the policy, the manner in which we were treated was unacceptable. We were instead directed to the United regular club.

Feeling flustered and exhausted, especially with tired children in tow, we left and made our way to the Centurion Lounge by American Express. As we were about to enter, the same lady from Polaris approached us, loudly stating she had made a mistake and requested us to return to the Polaris Lounge.

After walking back a considerable distance, we were met with further disappointment. Despite her earlier insistence, she ultimately reiterated that we could not be admitted due to the one Business Plus leg of our journey. This not only wasted our time but also subjected us to unnecessary stress and confusion.

As a loyal customer who spends approximately $400,000 annually on my card, I find this treatment utterly unacceptable. The entire experience was not only poorly managed but also incredibly rude, not just to us but to the line of customers who witnessed the incident. In my 20 years of interacting with customer service representatives, I have never been treated with such disrespect and lack of professionalism.

As a result of this experience, I have decided to close my Platinum card and transfer my business to American Express, where I have consistently received world-class service. I urge you to address this matter seriously to prevent such incidents from occurring in the...