Question: What is check in/check out time?
Answer: Check in is at 3pm, check out is at 12 noon.
Question: Do you allow smoking on property? In the rooms?
Answer: No, the Hotel Serrano is a smoke free establishment.
Question: How much do you charge for high speed/wifi internet access?
Answer: You can access complementary high-speed internet access in all our guestrooms and hotel suites. Wi-Fi, however, is only available in the Ponzu Restaurant lounge.
Question: Do you have a fitness center? What kind of equipment does it have? What are the hours?
Answer: Yes, we have an on-site 24-hour fitness center, with Universal weight machine, Stairmaster, Lifecycle, color television, water station, 14-person steam room and private massage room.
Question: Do you offer room service? What are the hours?
Answer: Room service is available through the Ponzu restaurant from 7am–11 am and 5pm–11pm daily.
Question: Do you have a business center?
Answer: Yes, the business center is open 24 hours a day.
Question: Do you have a pool?
Answer: No, we do not have a pool at the hotel. Guests who wish to go for a swim should contact the concierge for information about nearby facilities.
Question: Do you have a spa? What are the hours?
Answer: The Hotel Serrano offers In-Room Spa Services. Services are available from 9:00am to 9:00pm, seven days a week, call 1.877.452.4772. More information is available on our In Room Spa page.

Transportation/Directions

Question: How do I get to the hotel?
Answer: Please see our Maps & Directions page.
Question: Do you offer free shuttle service from the airport?
Answer: We do not provide free shuttle service from the airport, however we do recommend Lorrie's Shuttle service, for more information, visit our Maps & Directions page.
Question: What are your cross streets?
Answer: Taylor and O'Farrell
Question: Do you have onsite parking? How much is parking? Is it included in my room rate?
Answer: Yes, we offer valet parking; the overnight parking fee is $40 plus tax, and oversized vehicles are $50 plus tax. Also we provide 25% off on Hybrid parking. The parking charge is an additional charge to the room rate and is not included unless otherwise noted in the package. There are also additional parking lots in the area, see Maps & Directions.

Reservations

Question: Will your rooms allow rollaways/cribs/playards? Is there a charge?
Answer: Unfortunately, we do not offer rollaways. Cribs are available and free of charge.
Question: I booked on a website other than the hotel website and I need to make a change to my reservation. How do I do this?
Answer: You must go through the booking agent/website that you went through in order to change your reservation.
Question: What is the minimum age requirement to check in to the room?
Answer: You must be 18 years of age with a valid ID to check in to the hotel. If you are under the age of 21, all alcoholic beverages will be removed from your honor bar at the time of check in.
Question: What is your cancellation/deposit policy?
Answer: We require a credit card at the time of booking. You must cancel outside of 24 hours prior to arrival (4 pm local hotel time) to avoid a one night's room and tax to your card. Please note that for special rates, packages and certain seasons, this policy is subject to change.
Question: Is my ID/passport required at check in?
Answer: We do require presentation of a valid government-issued identification at the time of check-in.
Question: What age do kids stay for free?
Answer: Kids 17 and under stay for free in existing bedding when accompanying an adult.
Question: Do you have connecting rooms?
Answer: We have some connecting rooms at the hotel. You may make a request for connecting rooms; however, they are not guaranteed.
Question: Do you have ADA rooms?
Answer: Yes, the hotel Serrano does support ADA. Please specify any special requests at the time of booking or during check in so that we may make your stay more comfortable.
Question: Do you have an early departure fee?
Answer: Yes, an early departure fee in an amount of up to one night's room and tax may apply.

Restaurant

Question: What are the hours of the restaurant/bar/lounge?
Answer: Ponzu, is an Asian Fusion restaurant located next to the Hotel Serrano.

Breakfast: M–F 7am–10am and Saturday–Sunday 8am–11am. And Dinner Sunday–Thursday 5pm–10pm and Friday–Saturday 5pm–11pm. The Bar is open daily 4:30pm–12 midnight

Accounting

Question: I have questions about my bill. Who do I call?
Answer: You can call the Serrano hotel general line at 415.885.2500, ask for the accounting department.
Question: What forms of payment are accepted to pay for my room?
Answer: We accept all major credit cards. When you check in to the hotel, we will hold the full room and tax total, plus $100 for honor bar and restaurant charges. These charges will be released from your account within 5 days after check out. We do not accept checks. If you would like to check in to the hotel with cash, we will ask for a deposit of the full room charges and tax plus $100 per night for honor bar and restaurant charges. You will get the remaining money back at the time of check out.

Pets

Question: Are pets allowed? Are there restrictions for weight, height or types?
Answer: Yes, we are a pet-friendly hotel and pets are allowed at the hotel with no restrictions. To optimize your pet's stay, fill out a Pet Preferences card at the hotel.
Question: Do you have pet free rooms for those with allergies?
Answer: Yes, we have designated pet free rooms available upon request.
Question: Do you have pet sitting or dog walking services?
Answer: Pet sitting and walking are available by a third party for a fee, and can be arranged by contacting the hotel concierge at 415.885.2500.
Question: How far do you have to walk to take your pet out?
Answer: Union Square is about half a block away from the hotel property.

Concierge

Question: I want flowers, chocolates, champagne, gifts sent to the room. How do I do this?
Answer: You may call the hotel, 415.885.2500, this connects you to concierge

Meetings

Question: How do I book a meeting?
Answer: Fill out an RFP online form and host your next meeting at a Kimpton Hotel: Request for Proposal
Question: How can I create a unique atmosphere during my meeting?
Answer: Creative amenities are a cornerstone of Kimpton Hotels, and meetings here are anything but ordinary. Visit Signature Meetings to find out more information on how to plan your next event.
Question: Do you offer special group rates?
Answer: Kimpton Hotels offers special rates during certain times of the year and the week. Please find a list of our Hot Dates, Great Rates and book your next meeting at a Kimpton Hotel.
Question: My company feels strongly about sustainable partnerships, how can Kimpton incorporate an eco-friendly element to our meeting?
Answer: Hold your next meeting in one of our hotels and the effect will be great, but the cause will be greater. Kimpton offers Great Meetings, Great Causes to help support our environment.
Question: Need more information about booking a meeting at a Kimpton Hotel?
Answer: Whether your goal is productivity or festivity, we make sure every detail is managed with caring service and a sense of style. Visit Kimpton Meetings for more information.
Question: How can I book a wedding at a Kimpton Hotel?
Answer: Let us help you plan your perfect wedding, please visit Kimpton Weddings for more information.

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