FAQ

View frequently asked questions about our hotel in San Francisco.

General

Q: How do I view my reservation?
A: Use this link to view, modify, or cancel your reservation.

Q: What is check in/check out time?
A: Check in is at 3 p.m. and check out is at 12 p.m.

Q: Do you have high-speed wired and/or wireless internet access available?
A: Wireless internet access is available throughout the hotel.

Q: How much do you charge for high speed/wifi internet access?
A: Wireless internet access throughout the hotel is complimentary for our guests.

Q: Do you allow smoking on property? In the rooms?
A: This hotel is completely non-smoking. We do not allow smoking in our rooms, public areas or the restaurant.

Q: Do you have a fitness center? What kind of equipment does it have? What are the hours?
A: We do not have an on-site fitness center, but there is a 24-Hour Fitness center adjacent to the hotel.

Q: Do you offer room service? What are the hours?
A: Yes, room service is available daily.

Q: Do you have a business center?
A: Yes, we have a business center available for your use with computers, printer and working space.

Q: Do you have a pool?
A: No, we do not have a pool on-site.

Q: Do you have a spa? What are the hours?
A: No, we do not have a spa on-site.


Transportation/Directions/Parking

Q: Do you have onsite parking? How much is parking? Is it included in my room rate?
A: We offer valet parking with in/out privileges for $55+ for standard, $65+ for oversized. The parking charge is an additional charge to the room rate and is not included unless otherwise noted in the package.

Q: Do you offer free shuttle service from the airport?
A: We do not offer a complimentary shuttle service but you may access transportation information on our Maps/Directions page, or by contacting the front desk.

Q: How do I get to the hotel?
A: Please see our Maps/Directions page.


Reservations

Q: Do you have accessible rooms?
A: Yes, we have accessible rooms that include a roll-in shower with grab bars and a handheld shower head. Communications features are available.

Q: Do you have an early departure fee?
A: Yes, an early departure fee in an amount of up to one night's room and tax may apply.

Q: Do you have connecting rooms?
A: We have some connecting rooms at the hotel. You may make a request for connecting rooms; however, they are not guaranteed.

Q: How do I view my reservation?
A: Use this link to view, modify, or cancel your reservation.

Q: I booked on a website other than the hotel website and I need to make a change to my reservation.
A: You need to contact the channel through which you made your reservation.

Q: What is the minimum age requirement to check into the room?
A: Special rules may apply for guests under the age of 18. This varies by hotel so please contact the hotel for further information prior to making a reservation.

Q: Is my ID/passport required at check in?
A: We do require presentation of a valid government-issued identification at the time of check-in.

Q: What is your cancellation/deposit policy?
A: We require a credit card at the time of booking. You must cancel 48-Hours in advance of Arrival local hotel time, to avoid a charge of one night's room and tax to your card. Please note that for special rates, packages and certain seasons, this policy is subject to change.

Q: Will your rooms allow rollaways/cribs/playards? Is there a charge?
A: Cribs are provided at no charge on a first-come, first-served basis. The hotel does not offer rollaway beds or playards.


Restaurant

Q: What are the hours of the restaurant/bar/lounge?
A: Pescatore is open from 7 a.m. - 10 p.m. daily.


Accounting

Q: I have questions about my bill. Who do I call?
A: You may contact the hotel at 1-415-561-1100 and ask for the accounting department.

Q: What forms of payment are accepted to pay for my room?
A: We accept all major credit cards. When you check in to the hotel, we will hold the full room and tax total, plus $100 for honor bar and restaurant charges. These charges will be released from your account within 5 days after check-out. We do not accept checks. If you would like to check in to the hotel with cash, we will ask for a deposit of the full room charges and tax plus $100 per night for honor bar and restaurant charges. You will get the remaining money back at the time of check-out.


Pets

Q: Are pets allowed? Are there restrictions for weight, height or types?
A: Pets are allowed at the hotel with no restrictions.

Q: Do you have pet-free rooms for those with allergies?
A: Please let us know in advance of your visit so that we may specially prepare your room.

Q: Do you have pet-sitting or dog-walking services?
A: We do not provide pet-sitting or dog-walking services directly; however, we have recommendations for outside parties available for hire.

Q: How far do you have to walk to take your pet out?
A: Aquatic Park is 0.4 miles away.


Concierge

Q: I want flowers, chocolates, champagne, gifts sent to the room. How do I do this?
A: Our concierge team will be delighted to help make special arrangements for you. Contact them directly at 1-415-561-1100 ext. 611.