I stay in a lot of great hotels - Four Seasons, Ritz Carlton, Intercontinental Hong Kong, Mandarin Oriental, Wynn Tower at the Wynn, etc. - and generally in suites. This was the first time that I've stayed in a Loews.
My stay did not leave me with the impression that the quality of service or the nature of the hospitality provided by Loews puts them in the tier of the other hotels in that list. *No one* should consider rating this as the #5 hotel in San Francisco.
a) No one was able to serve breakfast to us (in our room or the dining room) before 6:30 AM. This is a West Coast business hotel, guys - anyone with a flight before 9 AM out of SFO that wants to eat breakfast in the hotel can't do it.
b) When I asked Michael the concierge if we could have room service at 5:00 AM he seemed totally mystified by the request. (Clefs d'Or, indeed!) He didn't know when the pastries would come, when the kitchen would really get started, whether we could even really get coffee for sure, or even who to speak with to get the answers. He stammered over all of it, kind of made a phone call, and sort of shrugged. We spent several thousand dollars at your hotel in two days and the best your front desk hospitality could manage was "you should probably figure out a plan B." *Literally* "you should probably figure out a plan B." Huh? Michael didn't even have a copy of the room service menu at the concierge station. Huh?
c) OK, so you have decided that you don't want to serve breakfast customers before 6:30 AM and your concierge doesn't know how to help luxury travelers. I get that. Maybe there's a 24-hour option for cold food? Oh, sorry, no - the "overnight" room service menu was entirely inadequate. It was, in fact, so forlorn that I almost took a photo of it. YOU HAVE TWO KINDS OF SALAD ON A SIX ITEM OVERNIGHT MENU. Who on earth wants a green salad at three in the morning? There was a turkey sandwich on the menu which would undoubtedly have come out of a package and have been microwaved. Yuck. Gross. Silly. Stupid. Get the picture?
d) There were long black hairs in the shower basin during my first shower. I don't have long black hair.
e) There were stains and watermarks on the bed frame - oooh, gross.
f) The finish on the wood in the minibar and the desk was obviously old and crummy and was missing in some areas. Not first class. If you're going to buy the Mandarin, at least change out the furniture. Laughably, the minibar had two totally empty drawers. Huh? I was so mystified by that I took a picture and have included it in my review.
g) A double espresso to my room was $18 and change. When you stay in a Deluxe Suite at the Intercontinental Hong Kong in Kowloon, they have an espresso machine in your room. Even modest hotels at a global standard have a hot water heater in their room and some instant coffee. You? Zilch. Did you take the chance to add some of the new Blue Bottle instant coffee to the room, since you're right in San Francisco? Nope. Your hotel is a smash-and-grab money generation operation, and little else.
I noticed but won't particularly complain that the fruit bowl by the elevator was allowed to run out - or that the chicken hash served in the morning didn't match the recipe that was presented in the breakfast menu.
While you re-did the main room in the junior suite in tasteful blues and creams, you left the 1980's pink marble buildout in the bathroom. (Check out the Four Seasons in Shenzhen - really, actually, almost any nice new hotel in the world - for a better way to treat a bathroom. If you want luxury travelers to return, you have to invest in details like that.)
Your website was programmed by someone that doesn't know how to use Chrome's Autofill feature - the fields don't line up with Chrome so I had to re-enter things (name, address) that shouldn't have to be re-entered. The "state" dropdown only recognizes the first keystroke, and it does so in funny ways. This is 2017, and there's no excuse for your website programmers getting in the way of ecommerce.
Overall, the feeling of the hotel was more like a stop-and-rob in Las Vegas where everything costs you dearly - not a posh, sensitive retreat in the sky in beautiful downtown San Francisco.
The view is wonderful. I loved the hotel when it was the Mandarin.
All of the things combined don't indicate that I had a bad day at the hotel - bad days happen and I think that I'm sensitive to them. That chain of problems indicate that the hotel doesn't have a direction and that the hospitality tone for the business is inadequate and/or corrupt.
No part of this experience felt "luxury" and no part of it is worth repeating.
It will take a lot of getting your act straight before I would ever considered staying here or another of your properties again.
This hotel is thoroughly not recommended for luxury travelers.
- Official Description (provided by the hotel):
- Treat your senses to a different point of view at Loews Regency San Francisco Hotel-the newest addition to Loews Hotels & Resorts. With breathtaking views over San Francisco Bay and the city, Loews Regency San Francisco Hotel combines natural beauty, timeless design and modern amenities to make your stay an unforgettable one. The hotel's central location in the Financial District places you at the heart of San Francisco, with the city's major attractions, including Fisherman's Wharf, Union Square and the Ferry Building, all within easy reach. Our position on the top 11 floors of a 48-story tower means that we offer some of the most breathtaking views in the city-many from our 148 elegant guestrooms and seven spacious suites. Brasserie S&P, our on-site restaurant, serves the freshest tastes of California, along with fine wine and carefully crafted cocktails. Our amenities also include a 24-hour fitness center and a spa with three treatment rooms, one couples' suite, and a relaxation lounge. Loews Regency San Francisco Hotel is the ideal choice for guests who desire modern design and state-of-the-art technology-accompanied by the highest level of warm, personalized service. Meetings and events reach dramatic new heights at Loews Regency San Francisco Hotel, with 5,000 square feet of meeting space spread across five distinctive rooms plus the highest event space in the city, our impressive 40th floor deck. ... more less
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- Also Known As:
- Mandarin Oriental, San Francisco Hotel San Francisco
- Mandarin San Francisco
- San Francisco Mandarin Oriental