Hotel Zelos San Francisco

This hotel is in a good location, situated near Union Square and local bus stops. There were lots of shops and restaurants within easy walking distance. The rooms were large, clean and spacious, with a modern feel to it. However, despite booking over 6 months ago and asking for a twin room for my teenage boys, on arrival we were informed that there were no twin rooms available. Although they agreed that this was stipulated on my booking, the attitude of the Reception Staff was patronizing and unhelpful. We found the local additional costs of over $30 per room per night to be extremely high, especially when a proportion of that cost was to pay for facilities (such as the gym and Wifi) that you would normally expect to be included in the room price. Make sure you read the small print carefully before you book! We were also disappointed that the hotel also debited our account for items from the minibar which we did not take. It took a number of emails before they responded and refunded some of the money - communication was not very effective. Overall, a nice hotel in a good location, but their customer service lets them down and led to a disappointing stay in a beautiful vibrant city.

Friendly staff who were happy to help when needed. Good location, clean rooms and comfy beds. It would be nice if there was a tea/coffee machine in room, however there was complementary ones in morning on floor 5.

This hotel's a mixed bag. The rooms are very nice. It's in a very convenient location, especially for the BART train to the airport - the station is literally round the corner. There were some issues though. We were aware of the "amenities charge" but even so I'm marking it down because of that. We all know it's just a nasty little underhand tactic of making your hotel appear cheaper than it really is in the search results on booking sites. Stop it - just be honest about what a stay at your hotel costs. What irked me is we had to go out of our way to get the 'benefits' this gives you. My partner checked in and didn't get given the welcome gift or local discounts. Furthermore it says you get free tea and coffee but fails to mention this is only until 10am. The staff member I asked about this was surly. Other staff were much better to be fair, especially the porters who helped store and retrieve our luggage after check out. Wasn't impressed with the bar there. The amenities charge gives you $10 credit to spend there so I went for happy hour. There's a poster outside the hotel foyer that said cocktails are $10. When I asked which ones it was, the barman told me that only applied to "well drinks" (house spirits) and mixer. I said that's not a cocktail & the bartender said he was inclined to agree personally but at that establishment they are cocktails. Didn't bother getting a drink in the end, especially as they didn't open the terrace until after happy hour finished.

Avoid the 5th & 6th floors at all costs - the noise from the Bar, the kitchens and Terrace finishes up gone midnight and starts first thing whether you’re next to or above it. We were also opposite the fitness suite and cleaners cupboard. The location is good, though I’d question coming back to the hotel at night in anything other than an Uber. Rooms are large and newly renovated but shower is far from accessible if you’re tall, large or require assistance. The additional resort fee is also a bit of a liberty given the lack of actual amenities. Our receptionist on checkout (granted it was 4am) couldn’t check us out due to him updating the systems - we had a flight to catch - and decided to remind me that I would have to pay the resort fee for my hotel in Vegas. Neither professional or a helpful comment after the poor service.

Great central location, front desk staff extremely helpful. Bar was fun as it's not common to have outdoor space in the city centre. Area can be a little scary coming back at night but you get used to it.