InterContinental San Francisco

What may seem to be trivial is in fact one of the many things that makes the Intercontinental San Francisco Howard Street stand above its competitors in the hotel industry. Most hotels give you 1 or 2 complimentary bottles of water, usually at check-in. Here you not only get the “obligatory” complimentary bottles of water at check-in, but as many as you want throughout your stay. This “perk” is NOT AT ALL TRIVIAL!!! During my 5 day stay with the many exciting things to do and see around San Francisco I usually returned to the hotel not only exhausted but dehydrated and VERY THIRSTY! To be greeted by the bellman (Dorian and John are exceptional at their job as they have most of the answers to the many questions from travelers!) with SEVERAL BOTTLES OF WATER after each trip was SO APPRECIATED. Front desk attendants (Gina in particular) always greeted me with a smile and were very courteous and professional in addressing whatever needs I had. The food at the 888 Bistro restaurant near the lobby of the hotel did not disappoint. I had the 888 Burger, the Pulled Pork sandwich and the smoked salmon on bagel for various meals, all of which were incredibly delicious and filling. Waiters Sergio (what a WEALTH OF INFORMATION THIS GENTLEMAN IS!!!), Marco and Enrique were all exceptionally polite and professional and it was apparent they were experts in the restaurant hospitality industry. The lap pool was the longest uninterrupted swimming experience I have ever had at ANY hotel and the hot tub was perfect! The location of this hotel is perfect as it is within walking distance to many commuter stations (BART, trolley, train, etc.) as well as groceries (Target) and a 50’s diner (Mel’s Drive-in). To General Manager Frederick Kleisner II and your entire staff, KUDOS FOR PROVIDING SUCH AN EXCEPTIONAL TRULY CUSTOMER APPRECIATION EXPERIENCE TO YOUR GUESTS!!! P.S. EVEN THE VIEWS FROM THE BATHROOMS ARE SPECTACULAR!!!

I spent several nights at the InterContinental San Francisco on Howard Street and came away with mixed feelings. This is an average to slightly above-average downtown convention hotel. It does some things well, but it also falls short of what I'd expect from the InterContinental brand or any comparable 4-star or 5-star hotel. The biggest positive was the staff. Without exception, every employee I encountered was polite, professional, friendly and genuinely helpful. If I owned or managed a hotel, these are exactly the kinds of people I would want to represent my property. The service attitude was consistently excellent. The shortcomings weren't the people. They were the product itself and the amenities. The hotel opened in the mid-2000s, and it feels frozen in that era. Walking through the lobby is like stepping back into 2006 or 2008. The design is generic, the lobby bar concept feels dated, and the entire property is showing its age. Guest rooms have visible wear and tear on the furniture, stained seating, tired finishes and bathrooms that need far more attention than they've received. My first room had extensive mold in the walk-in shower. This wasn't something that appeared overnight — it reflected a housekeeping or maintenance issue that had clearly been ignored for some time. I requested a room change and moved the following day. Unfortunately, the second room wasn't perfect either. There was a significant amount of hair in the shower, the sitting chair had heavy stains (use your imagination), and it appeared the bedding had not been changed after the previous guest checked out. After I raised these issues, management promised me the "star treatment" from housekeeping. To their credit, the remainder of my stay was spotless. The problem is that it should have been that way from the beginning. Turndown service was provided each evening, which I appreciated and helped elevate the experience. Arrival and departure also lacked some of the polish expected at this level. At neither check-in nor check-out was I offered assistance with my luggage by the doorman or a bellman. There was no welcome letter at check-in, nor was I offered the option of checking in through the Club Lounge. The amenities also felt surprisingly sparse for an InterContinental. The in-room refrigerator was completely empty. The bathroom lacked bar soap, mouthwash and a dental kit. Housekeeping was able to provide a dental kit upon request, but I was told bar soap and complimentary mouthwash were unavailable. Instead, I was advised to purchase mouthwash from the gift shop. For a hotel positioning itself at the upper end of the market, those are basic amenities that should be available without charge. Even a simple request for a daily newspaper couldn't be accommodated. The Club Lounge was another mixed bag. Breakfast was better than average, although the coffee setup desperately needs improvement. Rather than providing large carafes of brewed coffee, the lounge relies on a single automatic machine that serves one guest at a time. It is extremely slow during busy periods. Evening service was inconsistent. Some nights featured hot food while others did not. Beer and wine were available only from 5 to 7 p.m., yet hard liquor remained available until 9 p.m. — a policy that made little sense. The selection also felt limited, and some of the sliced meats and cheeses appeared to reappear from one service to the next. Overall, I would still consider the InterContinental one of the better large hotels in downtown San Francisco. I would rank it ahead of the two Hyatt Regency properties and the Westin St. Francis. At the same time, it remains a noticeable step below the Fairmont, St. Regis, Ritz-Carlton and both Four Seasons properties in the city. This hotel has good bones, an excellent staff and a convenient location. What it needs now is a comprehensive renovation, better guest recognition, more amenities and far greater attention to housekeeping and maintenance details.

Beautiful hotel, great location, the room is comfy and the staff is very hospitable! Everyone at the reception made sure to make me feel home away from home. The service at the restaurant is impeccable. Looking forward to my next visit!!

This is a very pleasant and comfortable hotel with top-notch rooms and service. Extremely clean and well and comfortably furnished. I have stayed over the years in all of the best hotels in San Francisco (Four Seasons, Ritz Carlton, Palace, all the Hyatts, etc.) and this is my choice among them. Stayed there night before last and needed a cab. There was a gentleman standing by the front door, apparently a member of the staff, whom I asked to get me a cab. He immediately asked someone to call one, and accompanied us to the curb to wait. Turns out, he is the General Manager of the hotel, and was a very nice fellow, indeed. How often to you get that level of commitment to service from the top management? BTW, if you travel as much as we do, you will appreciate that the concierge is a member of Clef D'or. All in all, my favorite in SF. Highly recommended

Amazing stay above and beyond service. They offer a ton of amenities and perks if you’re a member. The food tastes amazing and the in-room breakfast was the best. This stay has set the bar for all my future hotel stays. And I want to give a shout out to Dorian. He went above and beyond to help us get our luggage and navigate the hotel. He is a key reason we had a amazing stay and trip.