Bad experience and poor service (concierge)
Stayed at this hotel on vacation for 3 nights in April 2012. Had an bad experience with the concierge.
Coming from Europe, it was our first time in SF. On our first day in the city, we went to the concierge for help. One of the thing we had to do was to walk across the Golden Gate bridge and enjoy the view of the bay from there. We did not know how to get there from the hotel. The concierge did not seem very competent in showing us the way and could not tell us very clearly how to get there by bus. She was a bit clumsy with the map. Then, one of her colleague passed behind her and told her that the bridge was closed for pedestrians. She did not check to confirm the information and simply sold us the bike tour company that they work with for $72 (for 2 people). It was "the only way" we could see the view from the bridge (we did not have a car at this time). We then thought we had no choice but to buy the 24hr bike rental as we could not come to SF and not go over the bridge. 
It was only to our sad surprise that once we reached the bridge there was lots of pedestrians crossing the bridge. We were really unhappy about this and disppointed that the hotel misinformed us. We ended spending money for something we did not was based on their advice. 
We got back to the hotel late that night and decided to share our feedback/complaints with the concierge the next morning. Another person received us and told us that they thought the bridge was closed. I know that this is mainly a hotel for business but if the concierge is not well informed to advise tourists then you may as well not have a concierge desk. Furthermore, the person took my name, room number and assured me that the desk manager would contact me to explain the situation. I told him that I was checking out the next day and he said that it would be fine, someone would get back to me before then. 
I checked my messages three times and asked upon check out if the concierge left me a message. NOTHING. I am not sure what I expected: a refund of perhaps just an apology but I got none of the above. Very disappoiting to say the least for such a flagship hotel. And the cherry on the cake was that on the back of the SF city maps that they give to everyone, there is a 5 USD discount per person applicable on the bike tour they sold to us. They obviously 'forgot' to mention that to us when they booked it for us... 
Beware of the concierge in this hotel!
The hotel itself has nothing particular. It is quite well located, close to Market street and walkable distance to Union Square. The room we got was ok. The bathtub is too small of have a bath. Good bed though.
I would not return to this hotel. Poor customer service from a the concierge staff.