Palace Hotel, a Luxury Collection Hotel, San Francisco

Our Palace stay was so wonderful. Julie Murray, the hotel's executive assistant, ensured that we had the best room and service. Alexander, Cameron and Hilton made our stay so very special. The room was luxurious and a martini in the historic Pied Piper topped off each night. Highly recommended.

Booked a Superior Suite through Amex FHR for $722, so it was not a cheap room. Despite booking through FHR and having platinum status, we were given an absolutely atrocious room with no view right next to the pool and gym. It was incredibly loud, both from the street and the hallway. Service was terrible, and they just did not seem to care. I emailed asking to avoid a room with scaffolding - no reply, had to follow up and get a response. This was to become a theme. When checking in, they told us our room wasn't ready (which was fine, it was 2pm), but then didn't give us an ETA. At 4pm we checked in again via the app - no response. Messaged the app at 4:30, someone said they'd look into it. Kept messaging with no response until 5:30 when we finally got a response that the room was finally available. We were given a $100 F&B credit as compensation. We weren't planning on using it but used it to order room service dessert. We ordered ice cream sundaes - they were out of vanilla ice cream (!) and then when the ice creams arrived, they hadn't paid attention to our request to have fruit on the side, and the ice cream tasted freezer burnt. When going to the room, housekeeping was just finishing up. They'd left another guest's dirty dishes there (and then the next day when we were out, despite it being our last day, they came in and cleaned up breakfast and took away pastries we were saving). I emailed the hotel to let them know about our poor experience and never received a reply. It really seems like they just don't care and are OK having a substandard experience for guests. Just any kind of proactive outreach about our room not being ready, what they were doing as compensation, when it'd be ready, etc, would have been hugely appreciated, but they didn't even do just the _bare minimum_ of responding to messages or emails. We will never be back to this hotel and wish we'd paid more attention to the negative reviews.

This is a well maintained old world luxury experience. Our large room was clean and comfortable with a 'fridge, coffee maker and safe located within the TV stand. Bathroom was small but well appointed with a heated toilet seat. Little bit hard to find electrical outlets--keep looking! We had a very quiet stay. We used the resort fee to get drinks in the bar which offers an old world charm vibe. We also checked out their small museum on the history of the hotel. Reservations for breakfast in their gorgeous Garden Court were sold out so we walked to The Grove and enjoyed breakfast there. The staff members we met were friendly, helpful and professional. Great to see this place keeping the history alive.

We recently stayed at the Palace Hotel in San Francisco and came away very impressed overall. The hotel is absolutely beautiful—historic, elegant, and honestly much nicer than I expected. The grand architecture and public spaces are stunning, and it feels like a true San Francisco landmark. One of our favorite amenities was the indoor pool. It was always clean, never crowded, and a great place to relax after a day of sightseeing. The staff throughout the hotel were lovely, from housekeeping to the front desk team, and everyone we encountered was friendly and welcoming. The location is excellent. We were able to walk to the Ferry Building easily, and with our toddler we also used public transportation to explore different parts of the city. The Children's Creativity Museum is only about a five-minute walk away, which was a huge plus for families. Breakfast was excellent and run like a well-oiled machine, though it gets very busy, so I would definitely recommend making a reservation. The one disappointment was related to the ongoing exterior renovations. We were not contacted in advance and were surprised to arrive at our Palace Suite to find the windows boarded over by scaffolding, making the room feel quite dark. I had used Suite Night Awards for this stay, so it was disappointing not to know about the obstruction ahead of time. While the Palace Suite itself was incredibly large and spacious, the lack of natural light definitely impacted the experience. There was also significant noise through the day, which was frustrating. I also found it odd that, as a Marriott Titanium member, I never received any welcome outreach from guest services and never heard back after reaching out about the room situation. I had to call to get any response regarding the renovation issue. That said, despite those frustrations, I still think this is a beautiful hotel and would happily stay again. The historic character, excellent location, wonderful staff, and family-friendly amenities made for a very enjoyable stay.

This a ok hotel with absolute garbage service. The receptionist will lie to your face, they don’t acknowledge Marriott loyalty. With all the options in San Francisco pick another hotel. Their management reached out offering me 8k points for the issues and did not acknowledge the issue with their employees. I told them to keep their points. You would think signature collection would do a better job training their employees.