Palace Hotel, a Luxury Collection Hotel, San Francisco

We had a fantastic time at the Palace Hotel! ALL staff were so friendly and helpful, it felt like we were at home the entire visit. Jorge Trejo was the absolute BEST!!! He was able to help us with whatever we needed, extremely knowledgeable and always greeted us with a smile. We have booked this hotel again for this summer!!

We booked two nights in a deluxe suite for our kid’s 8th birthday. NUAs went through 5 days prior and we were upgraded to a Palace Suite. I received a call the day of our check-in from Sevina, informing me that our suite was in a construction area and would have scaffolding on the windows and likely noise. My options were to keep the upgrade but have obstructed views and noise, or return the upgrade and take the smaller suite. I was annoyed since this trip was for my son’s birthday and I wanted it to be perfect. Let me now describe what amazing service looks like… Sevina held the Palace Suite AND the Deluxe Suite for us. Upon arrival, we viewed both and let our kid choose. Sevina met us at reception and personally took us to both rooms. One was already set up for us, with a birthday amenity and a bottle of champagne for the trouble caused - amazing. The Palace Suite was the third largest in the hotel, formally the Royal Suite. Sevina had nothing to worry about - the scaffolding was not a big deal, there was no noise, and this room was STELLAR. It’s the one that our kid chose. We are actually still here and I’m writing this review from the living room of this GIANT suite. Linens are fabulous, bed is super comfortable, everyone is accommodating and kind, and the service is amazing. Sevina outdid herself and I could not be more grateful. The hotel is a 15 minute easy walk to Oracle Stadium and a 15 minute Waymo ride to the Pier. Stay here. You won’t regret it. Ask for the Palace Suite formally known as the Royal Suite. And say hi to Sevina - she is excellent.

Belle Epoque? Reminds me of Avenida Palace Lisbon. Absolutely gorgeous. Earliest elevator in SF. A little museum. Lovely Doormen.

It's a beautiful hotel, and I really want to like it, but I can't recommend anyone booking here. I've had several poor experiences with this hotel, all centered around not getting the room I booked. The front desk is unresponsive, and even requests to Marriott are not answered in any sort of satisfactory way. Unfortunately, once you're there, you don't have any other options, so you have to lump it. The first time, I thought it was just a mistake, but when we returned on another visit and the same thing happened I realized that this was a pattern of fraud on behalf of the hotel. I have titanium status, but I'm not even talking about asking for an upgrade, rather, I booked a deluxe room and was given a superior room both times. The second time I booked, I tried to be specific about the room (2 queens, window facing out of the hotel), but ended up with the basic room facing an air shaft. If you need to stay here, be prepared to be given a room below what you booked, and to have the front desk respond rudely (if they respond at all). Corporate Marriott just kind of shrugs its shoulders and says that they've passed the complaint along. DEFINITELY not a quality Marriott experience at this hotel.

I had a disappointing experience with billing and customer service following my stay at the Palace Hotel. After checking out, I was incorrectly charged for an additional night and informed that I had occupied the room, which was not the case. I was then required to provide proof of my departure to dispute the charge—something that should not fall on the guest. Hotels should rely on their own verifiable records (such as check-out data or keycard logs) before applying charges of this nature. The issue took over two weeks and multiple follow-ups to resolve, making what should have been a simple correction unnecessarily time-consuming and stressful. While the charge was ultimately refunded, the process itself was frustrating and avoidable. I was also told the charge may have been related to items left behind in the room. That should have been handled as a Lost & Found matter—not used as a basis to assume continued occupancy and bill an additional night. For a hotel of this reputation, I expected a much higher standard of accuracy and customer service. This experience reflects a breakdown in basic internal processes and guest trust.