citizenM San Francisco Union Square

Stayed at the same property earlier in my trip with no issues — great location at Union Square, easy walk to the city's core, and the lobby and common spaces have the citizenM character I expect from the brand. The bed itself was comfortable.

I booked a "King Room — High Floor" category for 5 nights. The property's own invoice for this stay lists the room only as "citizenM room" — the "High Floor" descriptor is missing, while my preceding stay's invoice correctly reads "High Floor citizenM room." At check-in the front-desk agent first denied I had booked High Floor, then suggested a Booking.com error, then refused to relocate me. The room had a torn inside curtain and a water-extraction machine ran in the corridor outside my door for extended periods. The property declined Booking.com's formal complaint requesting room move or rate adjustment.

Amazing place to stay! Clean, quiet rooms and best community space ever. The staff were amazing and so helpful! Especially Kitty, Fernie, and Evelyn. But the fact that I can name three(!) is awesome!

The hotel staff is a joy! Leonia went out of her way to make sure my needs were met.

Beautifully designed space in a central location. I had an excellent view.

TV would not connect to my phone despite troubleshooting.