Nice room, bad service
As everyone else says on here... 
Room is lovely, staff is somewhere below Holiday Inn. Bafflingly bad and in dumb ways you just don't expect from 5 Star hotel. Get the upgrade from AMEX Platinum for the extra space and amenities (which you will have to fight for, see below) or stay elsewhere.
First the good... Design is nice, Very hip and modern. My suite was big, and great floors. The comp upgrade from suite i had booked, was to a very nice high floor Metropolitan suite.
And the bad? Everything that involved service!
Concierge had a wonderful suggestion for a restaurant where I could grab a quick bite, and gave me walking directions. However she neglected to make or offer to make a reservation (I assumed that meant it was super casual) or to tell me this was one of the hottest places in town and the wait would be over 2 hours. The next day I found my own place to eat , but asked a different concierge how to get there via Muni/walking he then curtly said "just take a cab" and went back to his computer. I dealt with one other concierge during my stay, who was very helpful. So 1 out of 3 were good?
Every single day the room service order was wrong, and this was not a complicated order. Literally every day. Sure this is not big in the grand scheme of things, but for $30 eggs they might as well be right? Even the waiter was mortified by day 3 and he returned with apologies from the manager and a promise breakfast would be comp'ed because it happened so many times. However that breakfast was not comp'ed. Nice. In fact the breakfast should have been free anyway because of the AMEX Fine Hotels special. This was not reflected on the bill at checkout. And the checkout desk had me waiting for well over 20 minutes why she kept waiting for call back to explain why this happened. When I told her I had to go (and she too was clearly confused and embarrassed by why an answer was taking so long-- although at first copping a little attitude about the mistake must have been mine) I told her to charge what she wanted. She said she would investigate and call/email full explanation. Its been a month and I am still waiting for that call or email (but I saw on my hotel bill they did knock off the price of the breakfasts).
Four days and never did get that bucket of ice with a lid. I even sent one back saying please bring one up with a lid. Instead they returned with another champagne bucket. And I sure did appreciate them placing that champagne bucket of ice on the desk near my lap top and iPod when I had left the room. And yes, water melted everywhere on to it. Lap top fine, iPod not.
I called Maid service to ask for a specific cleaning time on day 2 (due to intense work schedule). I told them I can work around you, I just need a time. Time arrived so I wandered the city for an hour or so, only to return to find the maid had just arrived. She informed she was busy and no one told her come any earlier and I had to come back in another hour and half. No one seemed to know why that happened, although I was promised a call back to explain once they figured it out (surprise, it never came) and again not normally not a big deal but this was a work trip and I had to miss a deadline to accommodate their staff. And last day inexplicably she piled my eye glasses on top of each other in the bathroom, scratching a lens. Not even sure why she would have moved them in there?
Seriously I could go on and on, but I fear I might sound like a crazy person and have this review dismissed as some wack job. Go to Four Seasons SF, rooms aren;t nearly as hip or modern but the service is infinitely better Also sending an email to the Manager of the hotel... (even that was a challenge at check out, when I explained I would be during that due to the not so stellar service-- it took them a solid 10 minutes to find a manager's business card-- I simply asked to write his contact information down) .