Intercontinental Mark Hopkins, San Francisco

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We stayed in the standard rooms on the 5th floor, poor view and small room, but it was clean and the bed was very comfortable. The towels are smaller than any hotel that I've ever ben into. Water pressure was very low. The internet charge is between 15 to 20 dollars a day!! Every hotel asks for your credit card info for accidentals, But they usually don't charge you unless needed.When we checked out, I had a prepaid reservation and cleared my account upon checking out, but they charged my card for the amount of 100 a day without letting me know. When I called and asked why, they just replied that this is our policy and I said it was nice to let me know they charge it anyway, they didn't even apologize for this.

Due to the age of the hotel, the pipes in the walls clunk and rattle at all times of the night. Not conducive for sleeping. Sounded like a heliocopter was about to crash into our room. The walls are too thin so that you hear the people in the next room talking and watching TV. Ice is on some floors not all. The bellman and housekeeping staff are the best, but the front desk personnel could use some customer service pointers.

The room was beautiful and the view was spectacular. We really loved the room. The buffet breakfast was okay, but not great. Again, the view from the top of the Mark Hopkins is fantastic, but the food was not as good as other places we have been. Checking in was a bit scarey. We had booked a Cultural package for a special rate, which included parking for one night, a buffet breakfast at the Top of the Mark, and 2 cable car passes. Upon checking in, we were informed that we didn't have the package and after some bickering back and forth , the young gentleman excused himself and went to the back room, came out and said that apparently there was a mistake and that indeed we did have the package. I also could not get a $60.00 check cashed at the front counter. They had to take a picture of my credit card and driver's license after several attempts to get their system to accept my personal check, they said they would debit my credit card, instead. It was anything but smooth. The next morning went better at check out. My husband and I waited for about 15 minutes to get our car from their garage the morning we checked out. Needless to say, regardless of the fantastic view, we will probably not go back for another stay at the Mark Hopkins. It's a shame, because it is a beautiful place, but lousy service.

This was the best stay at a hotel I have had in a long long time. The staff was excellent (especially for a 1st time visit to San Francisco), friendly, and the hotel was clean, views were great. I really enjoyed my stay, and the Top of the Mark views are fantastic.

Where to start. They overcharged me. When I pointed this out at check-out they said nobody could help me. In other words nobody at the front desk of the hotel I was checking out from could actually help me with my question. Got a phone number from the front desk and called it. Told me that they record reservations and would check the recording. Called back later to check if anyone reviewed the recording and was told that they had and I was correct and they would credit my account. When my bill came they failed to credit the account. Went through the whole phone fiasco again. Finally gave up and submitted a credit card dispute. Credit card company called them and was told they have no such recording of reservations. No kidding. Don't know which one of us they lied to, but they lied to either me or the credit card company. Arrogant, dismissive staff. If you can get past that it's fine.

The hotel is great - good location, nice amenities and rooms; however, the guest service was disappointing. My boyfriend and I asked at the front desk for a late check out and were informed for $75 we could check out at 6pm. Upon returning to check out at 6pm the new employee at the desk said that was not the policy and we needed to pay $87 if we did not have in writing that the prior employee had told us $75. While we were not that concerned over an extra $12 the manner in which the manager dealt with us was unprofessional, demeaning, and that $12 will be the last that we ever spend at the Intercontinental Mark Hopkins. When we asked to speak to a higher manager he said he would go retrieve one of the cards, and proceeded to leave us hanging out for 15 minutes while we waited on him to return with a business card - further adding to the frustration of wasting our time. While it was only one person, he was the head manager at the time and it was a very disappointing experience.

Super staff. Friendly people at the front desk and at the entry. Very helpful. Concierge knew his area ~ great restaurants recommended! Clean, nice room. Only thing negative is the pricey daily parking fee, which will kill your pocketbook! Otherwise, so enjoyable!

The reservation staff made our stop here in California a horrible experience. They booked our room for the wrong date and refused to change our room size to the initial request. Of course it took then a whole day to realize there mistake and in the end were not very apologetic for it, claiming it was our fault. Just goes to show sometimes the stars of a hotel do not reflect its professionalism.

My parents stayed at the Mark Hopkins this past weekend and the concierge was an amazing help in making their visit special. It was their anniversary and when I called about sending some gifts to put in their room before they arrived, he made it happen seamlessly. My parents called me upon their arrival and from what they said, it sounded like the hotel had gone above and beyond what I had asked in terms of their room and the special extras inside it. They were completely surprised and ecstatic! They've stayed at the hotel before and they think it's great in general. They love the bar at the top of the hotel, it has amazing views.