Palace Hotel, a Luxury Collection Hotel, San Francisco

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.

The hotel is clean and staff are courteous. We have stayed here about 1-2 times/year. We typically use the Amex Fine Hotel benefits and have received them without issue each stay. However, on our most recent stay we did not receive the FHR benefits because I forgot the card used to book the reservation at home. Despite having pre-paid for the reservation through Amex, I was told I needed to have the card in order to check-in and receive the benefits. I had to call Amex to ask them to speak with the hotel manger to request an exception just to check-in. The manager granted the exception so I could use a different card for check-in but refused to honor the FHR benefits associated with booking the reservation through Amex as I had done. They would not accept the digital credit card. We attempted to speak with the manager for further clarification but did not receive a call back. Beware, if you book through Amex and expect FHR benefits - you must present the physical card used to book the reservation. They will make no exceptions, and may not even allow you to check-in if you forget the card. The lack of customer service was disappointing. We won’t be back and will try other hotels part of the FHR program in San Francisco. I recommend you do the same.

Returning to the Palace Hotel was, once again, an exceptional experience — a place that never loses its sense of grandeur while still feeling warm and welcoming. Over the years, I’ve had the pleasure of staying at the Palace Hotel many times — with my spouse, with a larger family group, and most recently on a special visit with my sister — and each stay has felt uniquely memorable while maintaining the same remarkable level of excellence. A stay here simply isn’t complete without time at the Pied Piper. The atmosphere is classic San Francisco: intimate, elegant, and steeped in history. Sitting beneath the iconic Maxfield Parrish mural with a perfectly crafted drink feels like stepping into another era. It’s truly a must — whether for a quiet cocktail or an unhurried dinner. Equally unforgettable is dining in the Garden Court. The soaring glass dome, natural light, and refined service create a setting that feels both majestic and serene. Breakfast or afternoon tea here turns a meal into an occasion, and it remains one of the most beautiful dining rooms anywhere. And then there’s the pool — a hidden oasis that adds an unexpected layer of relaxation to the stay. Calm, pristine, and rejuvenating, it’s the perfect retreat after a day exploring the city. What truly makes the Palace exceptional, however, is the staff. Every interaction reflects genuine warmth, professionalism, and pride in creating a memorable experience. From arrival to departure, the team makes guests feel recognized, cared for, and completely at home. The Palace continues to deliver a timeless, elegant experience that keeps us returning again and again — and we’re already looking forward to our next stay!

Sam was absolutely fantastic. Super kind, professional, and incredibly attentive. He made the whole meal feel smooth and enjoyable, and his positive attitude really stood out. Service like that makes a huge difference. He was truly great

I did a long weekend here as a staycation to get rest, work and see family. at the end of march beginning of april. This was really a 5 star experience. I arrived at the time of planned elevator maintenance and Yared could not have been kinder or more helpful getting my stuff up the stairs. He was lovely to chat with and helped me get settled into my room. I also really appreciated housekeeping on this trip by Ann and Jin since they worked around my work schedule and made sure that I always had water including leaving some on my door and making sure to work around my zoom meetings. They were nice to chat with in the halls as well and very friendly. I took my daughter to tea on Saturday in the hotel and had a fabulous experience. Shahir and Rafael took impeccable care of us and we learned a lot about tea and the hotel from talking with them. I had dinner on Sunday night at the hotel in the Pied Piper and had the nicest waiter whose name I didn’t get but was very attentive and kind. The food and cocktails were fabulous. He also took great care of me. These folks represent the brand so well and really made my stay special. I felt cared for and was able to finally get some much needed rest and relaxation as well as get a lot of work done. while learning about the history of a really historic hotel. This was a fabulous experience and I would stay here again.