Palace Hotel, a Luxury Collection Hotel, San Francisco

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Rebecca Beverly

5/5Google· 3 months ago

Sam made our breakfasts at the Palace Hotel truly memorable! He was our server for several mornings, and every day he was incredibly friendly, attentive, and provided exceptional service. He genuinely made us feel welcome and went out of his way to ensure we had a wonderful experience. When he found out it was my birthday, he surprised us with a beautiful birthday cake, which was such a thoughtful and generous gesture. It made the celebration feel extra special and is something I’ll always remember. Thank you, Sam, for your outstanding hospitality and for making our stay even more enjoyable. You’re a fantastic ambassador for the Palace Hotel!

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Stephan Prokschi

4/5Google· 4 months ago

We stayed for one night and were highly impressed by the historic building and the stunning, grand hall in the heart of San Francisco. Dining: The breakfast buffet was excellent with a great selection. The hotel bar was also lively in the evening, offering a top-tier choice of drinks and food. Fitness & Pool: The gym features high-quality, modern equipment and is conveniently located right next to the indoor pool area. Rooms: The standard rooms are perfectly fine and clean, though they are starting to show their age a bit. Overall, a very stylish and centrally located choice. Would gladly stay here again!

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Anna

3/5Google· 2 months ago

Outstanding staff, but significant room and plumbing issues I want to begin by giving tremendous credit to the customer service team. The staff has been exceptionally helpful, polite, and welcoming. They even had my room ready early upon arrival, which I greatly appreciated. Unfortunately, the condition and maintenance of the rooms have fallen well below what I expected from a hotel of this caliber. In my first room, dark, dirty water with visible debris came through the bathroom plumbing, including the shower, sink, and toilet. The staff responded promptly and kindly relocated me to another room. After settling into the second room and returning exhausted from a long day, I discovered that the shower in this room is not functioning properly either. Having plumbing issues in two consecutive rooms has been incredibly disappointing, particularly because I now face the possibility of having to pack and move rooms for a second time. I am still currently staying at the hotel for another two nights and sincerely hope management is able to resolve the situation without causing further disruption to my stay. The hospitality from the staff has genuinely been excellent, and I want to make that distinction very clear. Unfortunately, the room maintenance and readiness have not reflected the same standard of service.

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gidgetcindy

5/5Tripadvisor· a month ago

I spent a lovely 2 night stay for my birthday. I am a big Maxfield Parrish fan and had always wanted to come to this hotel to see the Pied Piper painting. Definitely worth the trip just to sit in that bar! But the rest of the hotel is gorgeous too. Absolutely stunning lobby and garden court. Staff incredibly nice, and huge shout out to our concierge who made me feel so special for my birthday. The only downsides were the bed was too hard and it is very noisy onto the street at night.

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Hannah19

4/5Palace Hotel, a Luxury Collection Hotel, San Francisco· 6 years ago

The Palace Hotel is beautifully restored and maintained. The staff were very warm and helpful. Our room was spacious but there was very little storage, no drawers or cabinets. The bathroom was smallish but there was plenty of room for toiletries. My only complaint was that it was a little dark, and the water pressure was light. It was a rain shower with light pressure, so difficult to get a good rinse off. Also, the half shower door tended to flood the room. Overall a wonderful stay though.

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Paul O'Sullivan

5/5Google· 2 weeks ago

Service was immaculate, impeccable, incredible. I now know what it must be like to be a head-of-state or movie star. Gobs of positivity and validation. Historic venue that does not disappoint - it impresses. Smallish, cozy room/suite with an epic view and modest charm. Best hotel I’ve ever experienced but the $80 robes in the Vegas Venetian are the standard to meet. Still shopping for the world’s finest bathroom slippers, however. Suggestions welcome.

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Genya Fox

1/5Google· 3 months ago

If this hotel was ever a five-star property, that must have been 30 years ago. Today, calling it "luxury" is completely misleading. The experience started at check-in, which was incredibly underwhelming. There was no warm welcome, no explanation of basic amenities like Wi-Fi, and the staff member assisting me seemed like they had absolutely no interest in being there, let alone helping guests. The first room was unbearably hot, and the thermostat didn't work. I was moved to a second room, which was only slightly cooler. It was dark, the carpet looked old and dirty, the nightstand was visibly dirty, and the bathroom sink had a large crack in it. To make matters worse, the room had a noticeable musty odor that never went away. I woke up the next morning with red, irritated eyes and now have to get through a 14-hour workday feeling miserable. Whether it was the air quality or something else, it certainly didn't make for a comfortable stay. The "luxury" touches were almost comical. The hotel leaves little cards for complimentary coffee that felt more like coupons you'd expect at a roadside motel than amenities at a supposed luxury property. It's hard to reconcile those gimmicks with a hotel that claims to be in the same category as true five-star properties. Throughout my stay, the staff consistently came across as indifferent and unmotivated. There was no sense of hospitality, no attention to detail, and no desire to make guests feel welcome. Hospitality is about making guests feel valued, and that was completely absent here. The biggest issue is that this hotel is marketed as a luxury property. It simply isn't. Consumers book expecting a true five-star experience and receive something that falls far short of even basic expectations. The property's rating and branding are misleading and should be reevaluated because they do not reflect the condition of the hotel or the level of service being provided. Whoever is responsible for managing this hotel needs to take a hard look at what luxury hospitality actually means. The current operation falls so far below five-star standards that it's difficult to understand how this property continues to market itself that way. This was one of the most disappointing hotel experiences I've had, and I would not recommend it to anyone looking for the luxury experience this hotel claims to offer.

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Chris Shafer

4/5Google· a month ago

The Palace is a nice hotel for Downtown SF. However, because it is an old hotel, there are quirks. Like the AC didn’t work in two rooms and the hot room that night was unpleasant to come back to. Staff is very friendly and accommodating. The bar they have in there is good but not quite great. And the pool is cool but since it’s inside, it’s a bit of a greenhouse in there.