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Palace Hotel


    Palace Hotel
 in San Francisco
    Palace Hotel
 in San Francisco

Reviews

TripAdvisor Traveler Rating:
2038 Reviews
Latest TripAdvisor Reviews

  • Good service and amenities with decent rooms

    by texguy32 on 2020-02-17 02:34 pm

    Stayed here for three nights with my wife and six year old son. We picked on the basis of location and the fact that it had a pool. Overall we thought this was a great property. All the employees we ran into were nice and helpful. Breakfast in the main lobby is very good. They didn't skimp on waters in the room, which is always particularly annoying. And the pool was nice and a good late afternoon diversion for our son.

    The only downsides were size of the room and finish out of the bathroom, but we didn't expect a ton given pictures we saw. And somewhat odd that they close down the lobby bar at 8:30. But overall we had a great stay.

    Owner Response
    Dear texguy32,

    Thank you for the great review. It is always exciting to know that we met all your expectations, and we are happy to know you and your family enjoyed our elegant accommodations, stellar location, premier amenities, and warm hospitality. Your feedback is valuable to us. It was our pleasure serving you at the Palace Hotel, A Luxury Collection Hotel, and we hope to see you again soon.

    Sincerely,
    Aimee King
    Director of Sales and Marketing

    TeamMarriott, Manager at Palace Hotel, a Luxury Collection Hotel, San Francisco, responded to this review

  • Awful service for a special day

    by martininPetaluma on 2020-02-12 07:23 pm

    I booked a night for my family where would visit the city for my wife's birthday. 4 days before we arrived I called and requested champagne, bubbly apple juice, and snacks for are arrival. When we arrived, nothing was set up. I went to the front desk where they promised to correct the situation. We left to go on planned appointments and events in the city. Upon our return around 8 pm, still nothing was in our room as requested. Calling to the front desk, a promise to have it right away was made. Not until 10:45, did this arrive at our room. Too late and the family too tired to celebrate, we declined to accept the goods. The person delivering the goods then offered to compensate 2 of our 4 brunch reservations the next morning.

    The next morning at brunch, they had no record of a compensation and did not honor the promise.

    Then a week later, I received a mail from the hotel with a nice apology for the mistake and an offer of hotel points as compensation (I am the highest level rewards member BTW).

    So now it has been over 3 weeks since the offer of point compensation and guess what? No points in my account.

    So now I am letting everyone know that if you would like this hotels help in organizing something with you, don't. I really don't think they are capable of organizing a 1 car parade or anything else that involves more than a 1 person 1 task effort.

    This is so unfortunate as this property is so beautiful and has such great potential. They just can seem to pay attention to the details of execution on their task / promises. Enjoy the beauty of the place, but set you expectation love for them providing requested services.

    Owner Response
    Dear MartininPetaluma,

    Thank you for allowing us to accommodate you and for your loyalty to our brand. Our team strives to ensure an enriching experience for each of our valued guests, and we certainly regret letting you down during this visit. We hope you will accept our genuine apology for our failure to deliver the appropriate items to your guest room for your wife's birthday as we can certainly understand the frustration this undoubtedly caused. This is certainly not typical of our service delivery, so we will be following up on your concerns with the appropriate individuals to ensure our efforts remain consistent moving forward. We are also very sorry you did not receive the Bonvoy points you were promised for your troubles and will share your comments with our leadership team appropriately for their assessment. We value your patience and look forward to restoring your confidence in our hotel on a future visit. Please do connect with our Front Office Management team at 00373.destinationauthrity@luxurycollection.com so we may ensure your points are issued.

    Sincerely,
    Aimee King
    Director of Sales and Marketing

    TeamMarriott, Manager at Palace Hotel, a Luxury Collection Hotel, San Francisco, responded to this review

  • Lovely building, cold impersonal service

    by BlaaFan on 2020-02-09 01:10 pm

    We arrived after a 14 hour flight and a long taxi ride from the airport (SF rush hour traffic- meh!) to a cold, indifferent front desk. No assistance offered with bags, or elevators (not easy to find), with anything really. Room was beautiful but a terrible stale water smell from the en- suite bathroom that never disappeared during our three night stay. The hotel is beautiful and well located, but it was very impersonal and unwelcoming for the whole of our stay. Hotel needs more staff on the floor and a crash course in friendliness.

    Owner Response
    Dear BlaaFan,

    Thank you for allowing us to accommodate you while recently visiting San Francisco. We appreciate your feedback and we regret not living up to your expectations. We are very disappointed to read about your negative experience with our associates, and we hope you will accept our apologies for the difficulties you had with your appointed guest room. We strive for our patrons to always receive genuine, attentive, and warm service throughout their stay, so we are very sorry this was not your experience. We have shared your concerns with the appropriate individuals to ensure these issues do not occur again and that we make improvements so we can enhance our guest experience. Your business is appreciated and we would be honored to have you as our guest again so we can provide the seamless stay you deserve.

    Sincerely,
    Aimee King
    Director of Sales and Marketing

    TeamMarriott, Manager at Palace Hotel, a Luxury Collection Hotel, San Francisco, responded to this review

  • Beautiful Historic and Centrally Located

    by ROLOGOL on 2020-01-27 04:55 am

    Overall excellent stay. Really beautiful classic hotel centrally located. Restaurant in the middle of the winter garden provides a perfect setting in the midst of the city. Excellent buffet breakfast and nice bar. I had a junior suite facing a side street which was quiet, spacious and well appointed. Friendly staff.

    Owner Response
    Dear ROLOGOL,

    Thank you for being our guest at the Palace Hotel, A Luxury Collection Hotel. It brings us immense happiness to know our supreme location, charming hospitality, beautifully appointed accommodations, and breakfast excelled your expectations and made for a culminating experience. Thank you once more for the gracious remarks, and we look forward to hosting you again soon.

    Sincerely,
    Aimee King
    Director of Sales and Marketing

    TeamMarriott, Manager at Palace Hotel, a Luxury Collection Hotel, San Francisco, responded to this review

  • Great Hotel!!!

    by kareneY3469OY on 2020-01-26 05:45 pm

    I wasn't sure about this hotel when I booked it but I took a chance because it had such great reviews and it got my budget.I was very surprised how beautiful the hotel is the pictures from their website doesn't do it justice. I have stayed at the Fairmont, St. Francis and the Ritz Carlton in SF and yes those are all amazing hotel but a lot more expensive. This hotel honestly was just as nice and I felt had everything we wanted. Location, Pool and a great vibe! Plus the service was outstanding. I got upgraded to a bigger room and was given two drink coupons when I checked it. Such a charming hotel we will be back.

    Owner Response
    Dear kareneY3469OY,

    Thank you for being our guest at the Palace Hotel, A Luxury Collection Hotel. We love knowing you had an outstanding stay and that our superior location, beautiful pool, and exemplary service left a great impression. Thank you once more for the glowing review, and we look forward to having you as our guest again.

    Sincerely,
    Aimee King
    Director of Sales and Marketing

    TeamMarriott, Manager at Palace Hotel, a Luxury Collection Hotel, San Francisco, responded to this review


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