InterContinental Mark Hopkins San Francisco

This was hands-down the most disappointing experience I've ever had in a supposed 5-star luxury hotel. I paid a premium price for a Junior Suite. When booking, I explicitly selected and ticked the filters for “away from elevator” and “quiet room.” The system let me proceed, confirmed the Junior Suite, and gave no warning that my requests couldn't be met. The room I ended up in was directly next to the elevator shaft — the headboard was literally against the wall with the elevators behind it. The squeaking and constant whooshing/dinging noises were unbearable. I went to speak to manager, repeated the request for a quiet room. She told me ALL Junior Suites are attached to the elevators — no exceptions. The only option was a downgrade to a much lower-category standard room. I had no real choice but to accept it, even though I'd paid extra for the suite. For $700 in a luxury property, this is completely unacceptable. Other major issues during the stay: No housekeeping at all for two full days — the room wasn't cleaned once. Minibar locked the entire time — no one came to unlock it, no explanation, nothing. Received a downgraded room instead of the Junior Suite I paid for. Zero compensation, apology, upgrade, free breakfast, drink voucher — nothing except a late check-out on the last day (which I didn't even need). Paying luxury rates and getting: wrong room type, intolerable elevator noise (despite my clear requests at booking and check-in), no cleaning for 2 days, locked minibar... this is a fundamental failure on every level. I will never stay here again and I strongly advise others to avoid this property if you value sleep, basic service, or getting what you paid for. Especially beware if requesting quiet rooms or higher categories — they seem unable to deliver.

The InterContinental Mark Hopkins is one of those hotels that feels tied to the history of San Francisco the moment you walk in. Perched on Nob Hill, it has that classic grand-hotel presence that makes a stay feel a little more memorable than the average downtown property. The location is excellent for exploring the city, and there’s a timeless elegance here that still comes through even in a modern travel world. Of course, having Top of the Mark upstairs doesn’t hurt either. A few of us from The Green Cross always appreciate places in San Francisco that still feel iconic without losing their character, and this is definitely one of them. A really solid choice if you want an old-school SF hotel experience.

The experience fell materially below the standard advertised and expected from a property of your reputation and pricing. Within a 24-hour period, I was required to move rooms three times due to ongoing issues that should have been identified and resolved prior to guest arrival. Most critically, the Wi-Fi and mobile signal in the rooms were effectively unusable. As a business guest, reliable connectivity is not optional — it is essential. Because my phone could not connect and I was unable to take calls or respond to clients. This is a direct consequence of the hotel’s failure to provide functioning connectivity. Additionally: The first room was not of the advertised standard and had visible damage. The second room had a blocked bath drain, rendering the bathroom facilities unusable. The third room had a broken window that would not close so the noise from the street kept me up - when reported nothing was done despite constant reminders. The repeated room moves caused significant disruption, loss of working time, and unnecessary stress. These are not minor inconveniences. They represent a systemic failure in room quality control and guest service. At this level of hotel, I expect operational competence, accurate representation of rooms, and reliable infrastructure — particularly for business travellers. I was asked to escalate to the client services director who ignored my email.

We booked, AGAIN, one of the most expensive suites in the hotel. It had no refrigerator, no coffee maker, nor mini-bar. It was like a Travel Lodge at $1,000 a night. There is something wrong with management at Intercontinental.

I chose this hotel among the IHG properties in San Francisco expecting the InterContinental standard and service. I have stayed with and worked for InterContinental before, so I am familiar with the level of quality the brand represents. While the building has a classic charm, the overall experience does not reflect InterContinental standards. The service felt no different from a Holiday Inn, which was very disappointing given the brand. The room condition is tired and lacks basic amenities. There were no slippers, and only one low-quality bathrobe was provided despite the reservation being for two guests. These are simple details that should be consistent across the brand. Unfortunately, this is the worst InterContinental stay I have experienced. I booked for three nights and this is only my first day. It is quite disappointing to realise I still have two more nights to go. I hope the hotel can review its standards to better align with what InterContinental guests expect.