Hilton San Francisco Union Square

Very Good
Traveller Type: group
  : The location was excellent
  : I didn’t like the fact that we didn’t have an ice machine on our floor

Very Good
Traveller Type: solo traveller

Very Good
Traveller Type: family with young children
  : Abdullah Q is THE man and completely salvaged this trip for us. We stay at this property EVERY year for SF CARNAVAL. I always book our rooms like a year in advance. This year (maybe a month or 2 before we were due at the property) I had to change the length of stay for my brother and parents. Booking/Hilton had a system glitch and even though it showed our reservation for 3 rooms was active in the app, the property only showed the cancellation for the 3rd room when we arrived. He helped us out, fixed everything in the system and got my brother into a room no problem. Exceptional customer service, thank you Abdullah Q!
  : IRMA AGUILARMy brother and his gf got to the property maybe 30 minutes ahead of the rest of our family and attempted to check in with Irma. As I explained above, there was a system glitch with the system so it showed his room as cancelled. Instead of trying to help them with the reservation ir even offering to book them another room (they weren’t even close to being sold out for rooms) Irma decided she wasn’t going to help them at all. She told them there was NOTHING SHE COULD DO and brushed them off completely. The property really needs to reconsider who they make the “face” of their property. Irma is the worst property representative I’ve experienced. She also kept her name tag down and away so you could not see it and didn’t want to provide her information when asked for it. I can i kg assume with that kind of attitude she does this to more customers besides us. Luckily her coworker Mr. ABDULLAH Q saved the day with his exceptional service and that’s the only reason I’m rating the property the way I am. If you go and she’s the best rep available to help, avoid her or ask for someone in management to assist while she “looks” for your reservation.

Good
Traveller Type: family with young children
  : Somehow close to main attractions, my car was safe. Complimentary breakfast had a lot of variety and staff was very friendly and prompt to help
  : One block away from Tenderloin neighborhood which is not safe. Staff was not clear about room upgrade and I ended up paying way too much for a three night stay. Rooms need to be more clean. It seems that the carpet has not been vacuumed in quite some time