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Reviews of LUMA Hotel San Francisco

4 out of 5
LUMA Hotel San Francisco
100 Channel Street, San Francisco, CA

Reviews

9.4

Exceptional

Rating 10 - Excellent. 854 out of 1080 reviews" "
Rating 8 - Good. 143 out of 1080 reviews" "
Rating 6 - Okay. 45 out of 1080 reviews" "
Rating 4 - Poor. 20 out of 1080 reviews" "
Rating 2 - Terrible. 18 out of 1080 reviews" "

9.8/10

Cleanliness

9.6/10

Staff & service

9.0/10

Amenities

9.8/10

Property conditions & facilities

9.6/10

Eco-friendliness

Reviews

4/10 Poor

Marmar

Travelled with partner
Disliked: Property conditions & facilities
The hotel has a high parking rate ($100/night). We asked if we could leave our car to grab lunch the next day and they told us it would be $25! Not the best costumer service if they want repeat guests. The room is clean but it is low quality. Things are already malfunctioning even though the hotel is fairy new. Example: the shower head was leaking and spraying all over the place. Bed is comfortable. Blackout shades are very effective. The location is nice.
Stayed 1 night in Apr 2024

2/10 Terrible

Ariadna

Travelled with family, Travelled with family and small children
Property was clean, staff was friendly What ruined it for me was the ballet fee for the night which was $100. For that price I expected my car to be ready within 10 minutes. Due to the lack of staff a family member missed our Alcatraz tour. It took me 30 minutes for my car to be ready, with that timing I barely made it. It took my family member who came all the way from San Diego 45 minutes to get their car. That was very upsetting since it was supposed to be their first time visiting Alcatraz. What was also upsetting at the time of checkout after 30 minutes waiting for my car I received a message stating there was no staff available to bring my car out and I needed to try back in 10 minutes.
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 1 May 2024
Hello,Thank you for staying with us - sorry to hear about your experience and we will forward your feedback to management for review. Thanks again for staying with us and we hope to see you again in SF!

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Walkable and safe area; helpful staff; clean and upscale hotel.
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 30 Apr 2024
Hi Julie,Thank you for staying with us! We appreciate your 5/5 review of your stay and kind words about our staff. We hope to see you again in SF!

10/10 Excellent

karen

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Better pillow on bed
Stayed 1 night in Feb 2024
Response from Kelvin, Front Office Supervisor on 30 Apr 2024
Hi Karen,Thank you for staying with us! We appreciate your positive review of your stay and we hope to see you again in SF!

2/10 Terrible

Aaron

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, staff & service
Valet parking was 100 per night which is okay if they had tmuour car ready within 10-15 minutes of request. The fist day it took us 30 minutes and my family members 40 minutes wich made them late for their Alcatraz tour and unfortunately missed the trip. The second day they said it will take 35-45 minutes do to short staff. After requesting the car 20 minutes later we received a txt stating that due to high demand and short staff to put in a request again in 10 minutes. The manager instead of leading by example he was just on his phone walking around while the poor valet girl and guy were running around like crazy and apologizing.
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 30 Apr 2024
Thank you for staying with us - we appreciate your feedback.

10/10 Excellent

Hillary

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved it!
Stayed 2 nights in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 29 Apr 2024
We love that you loved it!!! We look forward to seeing you again soon!

10/10 Excellent

Rodica, Glendale

Travelled with family
Liked: Amenities
Staff is always very helpful and kind!
Stayed 3 nights in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 29 Apr 2024
Thank you for complimenting our staff!!!Have a great day!!!

10/10 Excellent

Shelby

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy walk to giants game
Stayed 1 night in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 29 Apr 2024
Lets go Giants!!! We look forward to hosting you again this season!

10/10 Excellent

Chran, Temecula

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great experience the staff was amazing
Stayed 2 nights in Apr 2024
Response from Kelvin, Front Office Supervisor on 29 Apr 2024
Hi Chran,Thank you for staying with us! We appreciate your kind words about our staff and we hope to see you again in SF!

10/10 Excellent

Melissa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staff, beautiful rooms, clean property, awesome gym. The beds are really comfortable. We had fun watching the robots delivering food. We will be back!
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 29 Apr 2024
Hi Melissa,Thank you for staying with us! We appreciate your wonderful review of your stay and we hope to see you again in SF!

10/10 Excellent

patricia lee

Liked: Cleanliness, staff & service, property conditions & facilities
Convenient for going to Giants game
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 29 Apr 2024
Hi Patricia,Thank you for staying with us! We appreciate your positive review of your stay and we hope to see you again in SF!

10/10 Excellent

Maleny

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our second time staying at this hotel. We love it here and will continue to stay here whenever we come to the city for a giants or warriors game.
Response from Kelvin, Front Office Supervisor on 22 Apr 2024
Hi Maleny,Thank you for staying with us! We appreciate your 5/5 review and we are happy to hear you had a great stay!

6/10 Okay

Christopher, Dover

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
It is a nice property HOWEVER ! Prepare to pay out the nose for parking, $40 early check in AND made me pay a room UPGRADE FEE of $25 for a handicapped room. NOTHING IS COMP! $100 bill to park you car. By the time your finished tipping the valet, bell person, along with the room rates Expect a very hefty bill. Many nearby properties that you can park FREE. And Uber/Lyft cheap wherever you want to go. That are better ! OVERRATED HOTEL WITH A GOOD LOCATION !
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 21 Apr 2024
Hello Christopher,Thank you for staying with us! For your clarification, a early check-in and upgrade fee are completely optional and not mandatory. We apologize for the confusion. Also, parking is also optional - there are other parking options in the area however, we cannot confirm if they also offer 24 hour security and insurance if something were to happen to your vehicle while it's under their custody. We offer dynamic pricing for parking due to our location and proximity to both stadiums. We understand not many guests are able to afford such a luxury to stay at our property but we do hope to see you again in SF!

10/10 Excellent

Kirsten

Travelled with family
Great hotel
Stayed 2 nights in Mar 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for your feedback!!!

10/10 Excellent

Shallyn

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was a great place to stay for a Warriors game. Close to Chase Centre. Clean. Friendly staff. Quiet area.
Stayed 4 nights in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for the feedback! We look forward to welcoming you again. Go Dubs!!!

10/10 Excellent

Moises

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and accommodating
Stayed 1 night in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for your feedback!! We look forward to seeing you again soon.

10/10 Excellent

Louise

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff at the hotel are wonderful! The beds are comfortable and the pillows are actually soft and sleepable unlike the hard rock pillows in most hotels. Also the room temperature can be adjusted to accommodate differences in temperature comfort levels
Stayed 1 night in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for your glowing feedback of your stay with us! We look forward to seeing you again soon!

10/10 Excellent

Janae

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the look, very chic. Great staff. Corner rooms are gorgeous. Better communication about incidental holds, especially when booking with Expedia. Love the delivery robots
Stayed 2 nights in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for the valuable feedback!. We look forward to welcoming you again soon!

10/10 Excellent

Aki

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We could be relaxed because of so clean facilities and excellent staff services.
Stayed 1 night in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Our staff will love hearing your feedback!! We look forward to seeing you again soon!

8/10 Good

Denise

Liked: Cleanliness, staff & service, property conditions & facilities
The room needs a 2nd mirror outside of the bathroom. The coffee area/wine bar room is too cold.
Stayed 3 nights in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for the constructive feedback. We look forward to seeing you again soon.

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities
Awesome, clean, and modern
Stayed 1 night in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for your feedback! We love that enjoyed your stay!

10/10 Excellent

Michelle

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing staff and amazing property. Will always stay here!
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 20 Apr 2024
Hi Michelle,Thank you for staying with us! We appreciate your 5/5 review of your stay. We appreciate your kind words about staff and we hope to see you again in SF!

8/10 Good

Nina

Travelled with family, Business traveller
Liked: Cleanliness, staff & service
No close up mirror to put make up, coffee maker didn’t work. Very minimal facility
Stayed 2 nights in Apr 2024
Response from Kelvin, Front Office Supervisor on 20 Apr 2024
Hi Nina,Thank you for staying with us! We appreciate your feedback. We working on adding more amenities for the room including make-up mirrors. The keurig coffee machines need time to heat up the water before it dispenses.

8/10 Good

David

Liked: Property conditions & facilities
Disliked: Staff & service
We came for an overnight to attend a warriors game and there were two specific scenarios which were below expectations and unsatisfactory for what is expected for a hotel of this caliber. 1. Our DoorDash order (pizza) was left with a front desk agent and never sent up w any of the delivery robots - after 40 mins of the delivery being completed my son came down to retrieve at which point was the time they “initiated contact to the room informing us of the delivery 2. A 35 min wait for our $100 valet at check-out that was left outside of the hotel sidewalk , not brought in at the lobby car boarding area. We were dissatisfied with the price and delivery of this experience.
Stayed 1 night in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for the feedback and we apologize certain things were unacceptable. Our robots can do many things. One thing they have not mastered is delivering pizzas. The pizza should have been in person by one of our staff. We look forward to welcoming you again and providing you with an excellent stay.

8/10 Good

DIANA

Travelled with family and small children
Liked: Cleanliness, staff & service
All was Ok but in the bathroom of our room, the toilet paper had a really wet spot that didn't look very safe to use that paper. Also in the shower there was no bath foam to use, the bottle was empty.
Stayed 1 night in Apr 2024
Response from Russell on 13 Apr 2024
Please accept our sincere apologies for the challenges you experienced with Housekeeping service Diana. We appreciate your feedback and will use it as a learning opportunity to improve.

10/10 Excellent

Rob

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Russell on 13 Apr 2024
Thanks for the great review, Rob!

8/10 Good

Julia

Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 30 Apr 2024
Hi Julia,Thank you for staying with us! We appreciate your review of your stay and we hope to see you again in SF!

10/10 Excellent

Christina, Salinas

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
There were little touches that made the room exciting because it was clean and modern. However, parking was $90 for one night. That part was excessive.
Stayed 1 night in Apr 2024
Response from Russell on 13 Apr 2024
Thanks for the feedback, Christina!

10/10 Excellent

Julie

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Helpful staff and manager; coffee makers in rooms; good views.
Stayed 2 nights in Apr 2024
Response from Kelvin, Front Office Supervisor on 9 Apr 2024
Hi Julie,Thank you for staying with us! We appreciate your 5/5 review of your stay and we hope to see you again in SF!

2/10 Terrible

Lindsey

Stayed 1 night in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 29 Apr 2024
We are sorry your stay was poor. I will be reaching out to you directly to discuss your experience.Thank you.

10/10 Excellent

Stephanie, Salinas

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is super high tech, staff is amazing, this is the only place we stay when going to Warriors games!
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 8 Apr 2024
Hi Stephanie,Thank you for staying with us! We appreciate your 5/5 review of your stay and kind words about our staff and property. We hope to see you again in SF!

10/10 Excellent

Shannon

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice Hotel, walking distance to both Chase Center and Giants Stadium. Friendly staff! Rooftop Bar was nice. Gym was great. It was a perfect stay for me and my family.
Stayed 1 night in Apr 2024
Response from Kelvin, Front Office Supervisor on 6 Apr 2024
Hi Shannon, Thank you for staying with us! We appreciate your 5/5 review. Sounds like you had a great stay! We hope to see you again in SF!

10/10 Excellent

Simon

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Kevin C. Assistant Guest Curation Manager. on 8 Apr 2024
Thank you choosing Luma Hotel San Francisco. We look forward to seeing you again soon!

8/10 Good

Lisa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the extras, water upon arrival and great check in staff. The robe and slippers were a nice touch and convenient. Everything is up to date and they take pride in the "cool, futuristic" vibe. I didn't care for the carpet substitute. It felt coarse and uncomfortable. I ordered from the cage. I was told 20 minutes, but i had to call back about an hour later. My food arrived exactly an hour after ordered and was not hot.
Stayed 1 night in Mar 2024
Response from Kelvin, Front Office Supervisor on 6 Apr 2024
Hi Lisa,Thank you for staying with us! We appreciate your 4/5 review of your stay. Sorry to hear about your experience with coffee robot delivery. We are making improvements in the ordering process.

10/10 Excellent

Sophia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There to attend concert at Chase so stayed the one night but it was great! Can't wait to go back and actually "stay"!
Stayed 1 night in Mar 2024
Response from Kelvin, Front Office Supervisor on 6 Apr 2024
Hi Sophia,Thank you for staying with us! We appreciate your 5/5 review of your stay and we hope to see you again in SF!

10/10 Excellent

Andy Alvin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff and manager are excellent
Stayed 2 nights in Apr 2024
Response from Kelvin, Front Office Supervisor on 3 Apr 2024
Hi Andy,Thank you for staying with us! We appreciate your 5/5 review of your stay and we hope to see you again in SF!

10/10 Excellent

Robert

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love this Hotel. It’s in a lovely area in SF. It’s got loads of interesting Restaurants around the area and it’s walkable to Union Square and the Piers. The Hotel is modern and functional. The Staff are amazing, so friendly and can’t do enough for you. I’ve been using this Hotel for the last 3 years as it ticks all the boxes of a perfect Hotel.
Stayed 2 nights in Mar 2024
Response from Kevin C. Assistant Guest Curation Manager. on 3 Apr 2024
Thank for your amazing feedback! We look forward to seeing you again soon!

10/10 Excellent

Penny

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Security, cleanliness and staff were all superb.
Stayed 1 night in Mar 2024
Response from Russell on 2 Apr 2024
Thanks for sharing your experience Penny!

8/10 Good

Melody, Carmel

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This property is lovely and the rooms are well appointed with beautiful views. My biggest issues were 1) the price of parking is ridiculously high and is increased on “event” days which are generally when guests would be in the hotel since it sits between AT&T park and the Chase Center and 2) their valet only parking caused a backup that went down the block and around the corner. I walked the block, checked in, came back for luggage, returned to the hotel to drop the luggage in the room and my husband had only moved 2-3 spaces and there were 15-20 cars ahead of him. We parked a few blocks away and walked- very easy and safe, and paid $30 instead of $100.
Stayed 1 night in Mar 2024
Response from Russell on 2 Apr 2024
Hi Melody,Thanks for the review following your recent stay. We sincerely apologize for the challenges you encountered with valet and appreciate your feedback.Sincerely,Russell

10/10 Excellent

Craig, San Ramon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We chose the facility based on convenience for a concert at the Chase center. It was a short, clean and safe walk to the venue. The ambiance and view from the rooftop bar was a plus we did not expect. Rooms were nicely appointed and depending on selection may have great views of the surrounding areas. Would recommend without hesitation.
Stayed 1 night in Mar 2024
Response from Russell on 2 Apr 2024
Thanks for sharing your experience Craig!

10/10 Excellent

Randal

Stayed 1 night in Mar 2024
Response from Kelvin, Front Office Supervisor on 22 Apr 2024
Hi Randall,Thank you for staying with us! We appreciate your 5/5 review of your stay and we hope to see you again in SF!

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, property conditions & facilities
Newer and nicer area
Stayed 1 night in Mar 2024
Response from Russell on 2 Apr 2024
Thanks for the great review, Julie!

8/10 Good

Bert

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All was great about the hotel, except for one important area- parking. When making the reservation I was told I could self-park across the street (for less than the valet parking at the hotel); however, overnight parking in that lot across the street is not available. Then, the line to get into valet parking was massive - took at least 30 minutes of waiting in the car, and between both of these issues probably an hour of my time that threw off my pre-event schedule. If you stay there especially when there is an event at Oracle or Chase, don't arrive around 4pm at the hotel. It was a key issue for me... but everything else was fantastic with the hotel.
Stayed 1 night in Mar 2024
Response from Russell on 2 Apr 2024
Hi Bert, please accept our sincerest apologies for the challenges you encountered with valet parking. We appreciate your feedback and hope you consider us for a future stay when your travels bring you back to SF.Sincerely,Russell

10/10 Excellent

Felix

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Kelvin, Front Office Supervisor on 2 Apr 2024
Hello Felix,Thank you for staying with us! We appreciate your 5/5 review and we hope to see you again in SF!

2/10 Terrible

Jennifer

Disliked: Staff & service, property conditions & facilities
Will never stay there again
Stayed 1 night in Mar 2024
Response from Kevin C. Assistant Guest Curation Manager. on 1 Apr 2024
Thank you for your valuable feedback. We wish you all the best.

6/10 Okay

Julie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was wonderful. Considering they spent the entire time apologizing for lack of organization and crowd control. We know that its not the fault of staff. Won't stay again. Location is the ONLY thing that will keep this hotel relevant. They better get it together. Will get ugly. Came close to an incident waiting in the 1.5 hour wait at valet. Sad
Stayed 1 night in Mar 2024
Response from Kevin C. Assistant Guest Curation Manager. on 1 Apr 2024
Thank you for taking the time to send us your valuable feedback. Our staff makes the experience of our guests their highest priority. Thank you for recognizing their effort. Your feedback will be shared with all mangers. Have a great day.

10/10 Excellent

Melyssa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Russell on 1 Apr 2024
Thanks for the review Melyssa!

10/10 Excellent

Roberto

Stayed 1 night in Mar 2024
Response from Kevin C. Assistant Guest Curation Manager. on 20 Apr 2024
Thank you for the great review! Have a great day!

10/10 Excellent

Wendi, Aptos

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great staff and service. Excellent location for events at the ballpark and Chase Center. Excellent public transportation right outside the door.
Stayed 2 nights in Mar 2024
Response from Russell on 30 Mar 2024
Thanks for the great review, Wendi!

8/10 Good

Miguel

Business traveller, Travelled with partner
Liked: Cleanliness
Liked the curtains in the room. And shurfur was a pleasant experience.
Stayed 1 night in Mar 2024
Response from Russell on 29 Mar 2024
Thanks for the great review, Miguel!