I've stayed at this property several times and always enjoyed the experience. This past weekend was unfortunately an exception to typical W service and experience. Our room wasn't ready when we checked in, so we left our contact number to be called once it was ready. 5 hours later--we didn't hear anything. Once we returned to the hotel, they were hardly apologetic about forgetting to call us.
Trace was okay--I personally miss XYZ. The redesigned Living Room and Bar Upstairs are pretty cool, but you can get better drinks (and cheaper drinks!) and better service half a block away at the St. Regis.
Major disappointment with Whatever/Whenever and F&B: We had arranged a birthday amenity to be sent to the room on Saturday evening, but it never arrived while we were out to dinner. After calling Whatever/Whenever at 11pm, it took over an hour for it to arrive, by which time we had already left and I scrambled to recreate something celebratory. The next morning, we had another W/W mishap regarding coffee service in the Living Room. After being on hold for 5+ minutes for a simple question, we were told coffee is available until 10:30am. Not true--it's actually 10am, so I ordered coffee from Trace to take back up to the room.
The saving grace of the weekend was the concierge, Amy! She had fun recommendations for new restaurants and nightlife. She worked hard and followed up with us on tough last-minute reservations.
Overall, we may stay at W SF next time we are in town, but this past stay fell below our expectations.
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