LUMA Hotel San Francisco
🏨 Hotels & Travel · San Francisco
total experiences
replied on google
Most reported issues
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Experiences
Hotel refused refund after booking issue and no room availability
Business reply on Google
Thank you for bringing this to our attention! Your credit card has been refunded and we look forward to taking care of you in the future!
Staff refused to help with luggage at check-out
Business reply on Google
Thank you for taking the time to share such detailed feedback. While I'm pleased to hear you enjoyed the bay views from your suite and that Aaron and Saul from our valet team made a positive impression with their professionalism and willingness to help, I am truly sorry that your departure experience fell well short of your expectations. The level of service you described is not reflective of the hospitality we strive to provide. We understand that traveling with multiple pieces of luggage can be challenging, and you should have felt fully supported throughout your stay, especially at departure. I apologize that we missed the opportunity to deliver the attentive service you deserved. We sincerely appreciate your candid feedback, as it helps us improve both our training and the overall guest experience. Thank you again for your comments, and we wish you all the best. Kind regards, Lee Severino
Hotel lacks expected amenities and has inconvenient restaurant hours
Business reply on Google
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We understand that amenities such as on-site dining, a full-service lounge, and readily available food and beverage options are important considerations when selecting a hotel, particularly in San Francisco. While we currently offer access to our rooftop restaurant and café, we recognize that their operating hours may not align with every guest's schedule. As part of our continued evolution, we have over 7,000 square feet of restaurant space within the hotel that is planned for future development. We are excited about the additional dining experiences this will bring to our guests and the surrounding neighborhood. Regarding our location, many guests choose LUMA because of its proximity to Oracle Park, Chase Center, Mission Bay's growing biotech and medical campuses, and convenient access to downtown San Francisco. However, we understand that different travelers have different priorities, and our location may not be the ideal fit for every visit. We also appreciate your comments regarding room size and valet parking. As a newly developed urban hotel in San F
Hotel room was noisy, preventing sleep.
Business reply on Google
Thank you for sharing your feedback. We sincerely apologize that your stay did not meet expectations. We regret the issues you experienced with your reservation upon arrival and are especially sorry that the room assignment resulted in such a disruptive night's sleep. We understand how frustrating it must have been to hear excessive noise from the rooftop area into the early morning hours, particularly after reaching out to our team for assistance and not seeing an improvement. Providing our guests with a comfortable and restful stay is one of our top priorities, and it is clear we fell short during your visit. Your comments regarding room 1611, the noise concerns, and our response to your complaint have been shared with our management team for review and follow-up. We appreciate you bringing these matters to our attention and hope you will consider giving us another opportunity to provide the quality experience you expected and deserved. Kind regards, Lee Severino
Rude staff
Business reply on Google
Thank you for sharing your feedback. We are sorry to hear that your experience did not meet your expectations, particularly regarding the service you received from our team. At LUMA Hotel San Francisco, we strive to provide a welcoming and respectful environment for all of our guests, and we regret that we fell short during your visit. We take comments about staff interactions seriously and will share your feedback with our leadership team for review. We appreciate you taking the time to let us know about your experience and wish you the very best in your future travels. Kind regards, Lee Severino
Hotel double charged for valet parking and refused to resolve issue
Business reply on Google
It is disheartening to hear about the details of your recent experience, as your stay was not typical of our high standards of service. I will be reaching out to you directly to ensure your concerns are addressed appropriately. Please accept my sincere apologies and I look forward to speaking with you.
Staff treated customer poorly over name mismatch on credit card.
Business reply on Google
Thank you for taking the time to share your experience and for returning to stay with us again. We are pleased to hear you enjoyed our rooms and convenient location, but we are truly sorry that the check-in process left you feeling uncomfortable and unfairly treated. We absolutely understand how frustrating it must have been to provide documentation that has been accepted by financial institutions and government agencies, only to feel that it was questioned during your arrival experience. While our team does follow verification procedures designed to protect guests and prevent fraudulent transactions, we regret that the process was not handled with greater consistency, clarity, and empathy. Most importantly, we are sorry that the interaction made you feel accused rather than assisted. That is never the experience we want any guest to have. Your feedback regarding communication, policy consistency, and acceptable forms of verification is extremely valuable, and we will be sharing it with our leadership team to review internally. We sincerely appreciate your candid comments and the opportunity to improve. We do hope you will consider giving us another chance in the future to provide
Hotel charged for cancelled room despite staff assurance of cancellation.
Business reply on Google
Please accept our sincerest apologies for the confusion with your stay. Will be contacting you directly to gather additional information.
Hotel charged for unstayed nights due to conflicting cancellation policies
Business reply on Google
Sincerest apologies for your experience Kyle and will be reaching out to you directly to address your concerns
Hidden fees and undisclosed high valet parking charges added to bill
Business reply on Google
Thanks for the review following your recent stay
Hotel signage was misleading, valet parking was slow and overpriced
Business reply on Google
It is disheartening to hear about the details of your recent stay, as your experience was not typical of our high standards of service. I will be reaching out to you directly to ensure your concerns are addressed appropriately.
Charged for two nights despite not staying and staff promise of no charge
Business reply on Google
Please accept our sincerest apologies Phillip and will be reaching out to you directly to further discuss your experience
Room booking felt like a bait and switch due to misleading view description
Business reply on Google
Dear Jorge, Please accept our sincerest apologies for the challenges you encountered during your stay. Will be reaching out to you directly to gather additional information.
Coffee order took almost 20 minutes with only two people ahead
Business reply on Google
Dear Penelope. It is disheartening to hear about the details of your recent experience, as your stay was not typical of our high standards of service. I will be reaching out to you directly to ensure your concerns are addressed appropriately. Please accept my sincere apologies and I look forward to speaking with you.
Undisclosed parking fee and car covered in bird poop
Business reply on Google
Please accept our sincerest apologies Marc
Valet service caused long wait, almost missed flight, and QR system failed
Business reply on Google
Please accept our sincerest apologies for the challenges you encountered with the valet service Ozgenur
Hotel charged for breakfast that was supposed to be included
Business reply on Google
Please accept our sincerest apologies for the challenges you encountered, Ithai. Will be reaching out to you directly to gather more information and to ensure you concerns are appropriately addressed.
Noisy hotel location and thin walls disrupted sleep
Business reply on Google
Dear Paul, Please accept our sincerest apologies for the challenges you experienced during your stay. We appreciate your feedback and will be addressing your concerns internally.
Coffee order not delivered, no callback, and sticky floor in room
Business reply on Google
Dear James, It is disheartening to hear about the details of your recent experience, as your stay was not typical of our high standards of service. I will be reaching out to you directly to ensure your concerns are addressed appropriately. Please accept my sincere apologies and I look forward to speaking with you.
Room smelled like sewage, dirty sheets, and poor valet service.
Business reply on Google
Dear jkro486, It is disheartening to hear about the details of your recent stay, as your experience was not typical of our high standards of service. I will be reaching out to you directly to ensure your concerns are addressed appropriately. It is disheartening to hear about the details of your recent experience, as your stay was not typical of our high standards of service. I will be reaching out to you directly to ensure your concerns are addressed appropriately. Please accept my sincere apologies and I look forward to speaking with you. Sincerely, Russell