InterContinental Mark Hopkins San Francisco

Roy was so friendly at the front desk! He helped us get a beautiful corner room and shared some great ideas on things to do. We had a long travel day so his super genuine greeting really brightened our day. Thank you Roy for being so sweet and helpful!

As you can see I have written reviews on properties all over the world. I travel often. I choose hotels often because of the reputation. This is an iconic hotel that was on my list to stay at. My wife and I had been traveling for almost 30 hours and were tired and probably looked a little worn out. FROM THE SECOND we arrived at the property it started. We arrived by Limo. Usually at hotel of this caliber someone would have met us. The limo driver carried our luggage by bell men. I went to the front desk and waited and waited. An clerk started our nightmare. I was greeted by a Hispanic looking gentlman (it was 3:45 pm April 17th) I provided him with my credit card and ID. He said let me see if your room is ready. He went back in a back room for some reason leaving me. I was informed our room was ready and asked me to use the chip on my card. It would not accept the chip. I asked him to just input the numbers. He said we dont do that???? Can I swipe it "NO". Just use another card sir. I had just lost my credit cards and put holds my other cards. So I said this is all I have. I called Citibank the card company they said the card is fine. its there end. Have them swipe it please. They will not do that. I put this on speaker phone. Citibank told them input or swipe. Once again they said no. I am a little mad at this point. I ask is there an ATM machine. I went the to the ATM and used the same card to remove money. I went to the front desk and showed them that receipt from the machine and balance. I also had a pile of 20s and paid for one night. We were booked till Sunday. The clerk said I am not sure if I can hold your room with only paying for one night. Please check. Floor Manager approved. The Bill was exactly $330 even? I gave him $340 he said would you like your change ????? *****Here is the real problem. I gave him my ID and Credit card. He gave me back my credit card to go to the ATM. I left my ID at the desk this was the last time I saw my ID. I got to my room and realized I left my ID at the desk. I called down no ID. At this point I felt he might have thrown my ID away. Sorry about this long review but I do know someone from social media will see this at the hotel. We were given what I refer to as a revenge suite. Next to an elevator that ran all night. I called a manager at the front desk and she told me all of our mini suites are next to elevators I asked for her last name and she would not provide it? In a nutshell the front desk ruined what was suppose to be a romantic get away with my wife. We were looking forward to exploring this wonderful property. But instead I went across the street to the Fairmont and for some reason my card worked the first time?

My spouse and I were in the process of relocating out of San Francisco and needed to stay at a hotel for under a week. We had stayed previously at Intercontinental hotels in Europe and, unfortunately, the MH doesn’t deserve to have the association. First, the service problems: 1. Several times we had to enter the lobby to request assistance for parking and luggage , as this hotel DOES NOT have permanent staff in the front to proactively assist guests . 2. As we are Ambassador members we expected stellar customer service. Instead, the staffer, Issa, could not maintain eye contact and was rushing the check in process. 3. The Club Lounge is dismal in its offerings and a staff member desperately needs training in customer service & greeting guests. In summary, if you’re expecting EXCELLENCE in a hotel stay elsewhere. Second, the facility problems: 1. The hallway rugs are run down and stained and peeling wallpaper. 2. The room furniture is old, cracked and should be discarded and replaced. 3. The room needs additional USB ports for technology. Modernize, modernize, modernize!! In short, the MH desperately needs a complete revamping and upgrades . Sadly, this hotel seems to rest on its laurels and history

My husband has been an IHG Diamond Elite member for three years, traveling for work over half of the year, with no issues at any hotel. We stayed here for the second year in a row to celebrate our anniversary (20 years!), and after staying in one of the hotel’s suites, we were charged a $250 smoking fee when we decidedly DID NOT smoke in the room. Hotel is refusing to remove the charge and is forcing an investigation through IHG corporate. Their evidence is a claim of an odor and an empty cigarette pack. My husband does smoke, however, OUTDOORS only. We aren’t children, we are professional, conscientious guests and do not and would not smoke indoors or in a hotel. Disgusting behavior and is tantamount to theft. We are done with this hotel. Not to mention, the hotel itself is very outdated and shabby. Our suite was disappointing considering the other options in town. We stayed here because we like having drinks at Top of the Mark for our anniversary, and for the location, but we will certainly take all of our business elsewhere in the future after this scam and the poor treatment.

We stayed at the Mark Hopkins for two nights as part of a West Coast Spring Break trip. The hotel itself is beautiful and in an amazing location on Nob Hill. Amazing views of the city and Bay from our room. Is definitely not modern, but in a good way. It felt like my grandparents house; cozy yet elegant. I only wish we had gone to Top of the Mark but our schedule didn’t allow it. I’d stay here again for sure.