The hotel has a great location between Dragon Gate and Union Square, right next to the high end boutiques in San Francisco. The lobby and entrance is very anonymous and the evening staff during our stay were terrible. They could hardly say hello and when we had questions they couldn’t seem to understand the question nor provide us with a good answer. However, the day time staff was as you would expect at a hotel, friendly and helpful. The rooms (yes rooms!) we’re recently renovated and felt fresh in terms of the interior. We changed rooms after two nights as ours was located next to the elevator and was noisy. However, the noise wasn’t from the elevator as it continued even in the new room. Only our last night was noise free and earlier that day I saw a plummer in the lobby so my guess is that the noise came from the radiator pipes in the walls/ceiling and had probably caused more guests to complain. When we asked for another room the staff insisted the noise was from the street outside, which we pointed out it wasn’t. Also, in the room information here at hotels.com it said the rooms were sound isolated which they are clearly not! Both windows and door are paper thin and you could hear a dropped bottle from the 8th floor.
Overall it’s a good hotel (based on our last night) with a great location, but don’t expect a sound isolated room or any help from the evening staff.