Rated 4 out of 5 by Chris5271 Beautiful property that could use a few fixes.
This hotel is a gorgeous national treasure. The rooms and hallways truly feel like you are a guest of royalty in a palace, especially because of the very high ceilings. Rooms are spacious and beds are extremely comfortable. Unfortunately, the hotel rooms could use some maintenance--the bathrooms seemed dated and not in their best shape and the furniture in the rooms, with the exception of the bed and beautiful lamps, could use replacement. The sound-proofing in the walls was rather poor. SPG recognition was non-existent until I pointed out my status, at which time the attitude changed. With some tweaks and refurbishments, this could be one of my favorite SPG hotels.
January 12, 2015
Rated 1 out of 5 by unhappybrides321 The walls are very thin
The level of privacy within your room is very low. Other guests are easy to hear through the walls and they can hear you as well. Aside from this, the location is great and the main level is beautiful.
If you are looking for a quiet place to get away to this hotel is great. If you are looking to spend more time in your room talking with friends and loved ones, don't be surprised with the noise complaints.
December 30, 2014
Rated 3 out of 5 by Golden22 A San Francisco Classic
The Palace is a San Francisco Classic with a historically high reputation. It's designation as a Starwood, Luxuary Collection Property adds to one's expectations. While many of the property's features meet these high expectations, sadly the property is more than a little worn around the edges.
The Garden Room is beautiful, but service there is lacking, inconsistant, limited, and over priced for what it is now.
The front lobby is almost non-existent, though staff were friendly and professional. A grand hotel needs a lobby.
Low spot was guest room. Bedrooms were in desperate need of renovation; dirty worn carpet and upholstery, broken unfinished furniture and inaccessible electrical outlets. On the positive side; comfortable bed and good shower! saved the day. Walls are paper thin, lots of noise between rooms and the hallway. Loud drunk young people had to be removed from hallway at 3 am. Please renovate these rooms, or don't rent them as Starwood luxury collection!
Maxwell's Pied Piper Bar and Grill is a high point. It does exude classic San Francisco, comfortable, warm and friendly, ..….but even here service was slow, and bar food menu limited.
The Palace remains a classic San Francisco landmark, and I hope that it receives the attention that it desperately needs.
January 2, 2015
Rated 2 out of 5 by CK30 Disappointed this stay
I have always loved your hotel, but had a very disappointing stay this week. After learning of my $455 rate, I opened the door to my room and it hit the bed. The room was VERY small and didn't have hardly any bath counter space. I was also disappointed in how the fitness center has declined. There used to be an attendant who was friendly and offered coffee, fruit, etc. On this trip, the sanitizing wipes and water cups were out of stock and one of the treadmill TVs was broken. Restaurant service was SLOW and steak was very average. Not what I remember from previous stays - seems like corners are being cut..
October 30, 2014
Rated 2 out of 5 by Jdwyvr A Palace in need of Retirement
Checked in to a long line and obviously unhappy reception area, no smiles whatsoever, asked for Platinum upgrade was told "we are full" - given a city view room, which was not the Deluxe City View King we had booked and were told again "we are full as you can see". Plat amenity offered were some cookies [ seriously? ], took the points.
The sad state were the rooms, stained and tired old carpets, mold in bathroom grout, bruised and tarnished wooden furniture, dust all over [ corners, everywhere from a foot from the floor, tops of paintings etc. ] I am mildly asthmatic so think twice about this place. Talked to a very friendly housekeeper who confirmed the dire state of affairs at The Palace.
I took many pictures to point out to management, though, again, no response.
Called guest services that window latches were both broken and the AC would not function [ it was a warm and sunny day ] - I was told that we were very busy. Needless to say nobody every returned our call despite having inquired 3 times. Swimming Pool was closed and no alternate facilities were offered.
All in all a very sad state of affairs for the Luxury Collection Hotel and Platinum Recognition was equally pitiful.
January 8, 2015
Rated 4 out of 5 by Evansmom Excellent Hotel except for.................
I paid over $500 for a room and can't get free wifi???? Are you kidding me? Hotels of lower cost have free wifi. Other than that, hotel is beautiful and room was extremely comfortable.
December 4, 2014
Rated 1 out of 5 by SV1527 Surprised and Shocked at the treatment
The staff was not courteous at the Garden Court. My wife and kids got the worse treatment possible. We have been treated better at less expensive non luxury hotels. We left the hotel a night early since my wife and kids could not stand the humiliation at the buffet. I do not think the staff likes lil kids and is definitely not going to be on my list next time. It was my preferred choice going in to SFO since my daughter loves castles/palaces and she was in awe. But I think she left w/a bad taste as well. She is just 4.5 yrs old. I had to also stop by the front desk multiple times or call multiple times to tend to simple requests like plz change the bed linen and/or provide me with a kettle if microwaves are not available for warming milk for my 18 month old. We did let our concerns know at the front desk and they apologized but it also felt half hearted. We just think we got the cold shoulder from everyone we talked or interacted at the hotel not sure why. We have stayed at a lot of hotels and this was our 1st experience at a Starwood hotel and am not sure if we enjoyed it a bit. I am still so infuriated and frustrated at how this all went down and only conclusion I can draw is that being in SFO financial district hotels don't care bout family travelers since they cater to business folks and like to be least maintenance .
November 12, 2014
Rated 5 out of 5 by hazelsct Outstanding staff help
Had a great time at the Palace for a short romantic getaway.
Staff were particularly good this time. One of the maids gave us a couple of extra water bottles, and they cooperated very well one day when we were under the weather and only left the room for a little while.
We had a package coming from another Starwood property which didn't get to the Palace before we checked out. Palace staff notified us when they received the package, and forwarded it on to our home promptly.
In general, everyone was very courteous and friendly, at the front desk, bell desk, and concierge. And of course the hotel is gorgeous!
January 12, 2012