InterContinental Mark Hopkins San Francisco

Serious Concerns Regarding Amenities and Staff Conduct My recent stay was marked by a lack of basic services and a troubling display of staff indifference. • Amenities Removed and Inaccessible: Hotel management decided to change the level of service in the rooms, and during our stay, the in-room coffee maker and all mini-bar contents were removed, and the mini-fridge was locked without prior notice. Although staff claimed they would unlock the fridge following the removal process, this never happened, leaving me without refrigeration. • NEGLIGENT STAFF RESPONSE TO EMERGENCY: A deeply alarming incident occurred when a woman fainted in the lobby right in front of the check-in desk. Multiple guests immediately rushed to help, but no hotel employee came forward to check on her or offer emergency assistance—a complete failure of basic duty of care. • Poorly Maintained Facilities: Access to ice was extremely difficult, as there was only one working ice machine for the entire hotel.

As a IHG Platimum Ambassador, I have stayed at the Intercontinental Mark Hopkins in San Francisco many times and have been mostly happy with the experience. Today, I learned that management decided to remove coffee makers, minibars, drinking glasses and wine glasses from all rooms. This is an experience I find unacceptable even for a budget hotel, let alone an expensive hotel like the Intercontinental Mark Hopkins. I don’t think it is asking too much to be able to make a cup of coffee in the room after waking up, before being presentable to walk to the restaurant to get a “complimentary coffee”. Similarly, to have to call room service for some drinking glasses and have to wait for 30 minutes to get them delivered is not what I would expect from a hotel in this category. I will look for other options in the future.

We were really looking forward to our stay at the Intercontinental Mark Hopkins, but we were somewhat disappointed. Of the 8 or 9 Intercontinental Hotels where we have stayed, we would probably have to put it at the bottom. To start, they could not locate the second night of our reservation. Due to status with IHG, I had to book using two reservations. After 15-20 minutes looking, they finally gave us a key for both nights. The room was a nice corner room. It was slightly dated, but not overly. However, the carpet was somewhat worn and not what I would expect from an Intercontinental. We were a little surprised that there were no robes and it wasn’t until our final morning we saw a small card that said to contact the front desk if a robe was desired. Seemed like a half measure. Of the three elevators (minimal to begin with), one was out of service all weekend and there were lines and long waits. It seemed like only one elevator was working some of the times. We had no WiFi the entire weekend, but were charged a resort fee. They explained it might not get to the corner rooms. Should not be an issue at a premium property. The one shining star was Top of The Mark. Drinks were well made and the view incredible. The staff was very personable and made you feel welcome. If you are a veteran, make sure you try the “Squadron Bottle”. It’s a free shot, but if you take the last shot of the bottle, you buy the next. All in all, there are much better choices in that price point.

The staff here are shockingly rude and dismissive. I asked a simple question and was met with disinterest and zero effort to help. I regret not booking the downtown location instead. When I stayed there, the team was warm, welcoming, and genuinely made me feel like a valued guest. I do not recommend this hotel unless they hire new front desk staff.

Lovely place to stay. We were there for one night but the hotel stay was lovely. The old charm of this building makes me happy every time I see it. Would recommend a stay to anyone that wants to feel like they are in the golden age of San Francisco with a touch of modern for comfort.