General

Q. What is check in/check out time?

A. Check in is at 3 PM and check out is at 12 noon.

Q. Do you allow smoking on property? In the rooms?

A. No, the Serrano is a smoke-free establishment.

Q. Do you have high-speed wired and/or wireless Internet access available?

A. Wireless Internet access is available throughout the hotel and high-speed wired Internet access is available in all guest rooms.

Q. Do you have a fitness center? What kind of equipment does it have? What are the hours?

A. Yes, we have an on-site 24-hour fitness center, featuring Precor equipment.

Q. Do you offer room service? What are the hours?

A. Room service is available from 7 AM – 11 AM and 5 PM – 11 PM daily.

Q. Do you have a business center?

A. Yes, the business center is open 24 hours a day.

Q. Do you have a pool?

A. No, we do not have a pool at the hotel.

Q. Do you have a spa? What are the hours?

A. The Serrano does not have a spa.

Transportation/Directions

Q. How do I get to the hotel?

A. Please see our Maps & Directions page.

Q. Do you offer free shuttle service from the airport?

A. We do not provide free shuttle service from the airport, however we do have car service for a fee. The service is based on availability.

Q. What are your cross streets?

A. Taylor and O’Farrell.

Q. Do you have onsite parking? How much is parking? Is it included in my room rate?

A. Yes, we offer valet parking. The overnight parking fee is $52 per night plus tax, and over-sized vehicles are $62 per night plus tax. The parking charge is an additional charge to the room rate and is not included unless otherwise noted in the package.

Q. Will your rooms allow rollaways/cribs/? Is there a charge?

A. Unfortunately, we do not offer rollaways. Cribs are available and free of charge.

Q. 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?

A. You must go through the booking agent/website that you went through in order to change your reservation.

Q. What is the minimum age requirement to check in to the room?

A. 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.

Q. What is your cancellation/deposit policy?

A. 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.

Q. Is my ID/passport required at check in?

A. We do require presentation of a valid government-issued identification at the time of check-in.

Q. Do you have connecting rooms?

A. We have some connecting rooms at the hotel. You may make a request for connecting rooms. However, they are not guaranteed.

Q. Do you have accessible rooms?

A. Yes, we have accessible suites. These suites include roll-in showers with bars and added facility.

Q. Do you have an early departure fee?

A. Yes, an early departure fee in an amount of up to one night’s room and tax may apply and is subject to change based on certain offers or packages.

Restaurant

Q. What are the hours of the restaurant/bar/lounge?

A. Jasper’s Corner Tap & Kitchen showcases the best local ingredients prepared with care and creativity. Stop by for a casual cocktail, or linger over a memorable meal. Whatever your mood, you’ll get a true taste of San Francisco at Jasper’s. Please visit the website for up-to-date hours.

Accounting

Q. I have questions about my bill. Who do I call?

A. You can call the Serrano hotel general line at 415.885.2500, ask for the accounting department.

Q. What forms of payment are accepted to pay for my room?

A. 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 room 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 the full payment of room charges, applicable taxes, and urban fee. In addition, we will require a security deposit for damages. Your security deposit may be refunded after your room has been inspected upon your departure.

Pets

Q. Are pets allowed? Are there restrictions for weight, height or types?

A. Yes, we are a pet-friendly hotel and pets (dogs and cats only) that are 50 lbs or less are welcomed at the hotel for a $50 fee. The fee includes dog or cat treats, use of a dog bed, a map of great places to walk your dog and pet waste disposal bags. Please note that pets cannot be left unattended at the hotel. Plan to stay with your pet at all times. Pets must be leashed or in a carrier at all times. Please call reservations at 866-575-9941 and let them know you’ll be bringing your pet.

Q. Do you have pet-free rooms for those with allergies?

A. Yes, we have designated pet-free rooms available upon request.

Q. How far do you have to walk to take your pet out?

A. The nearest grassy park is beautiful Yerba Buena Gardens – just 5 blocks away.