Rated 4.4 out of 5 by 677
Rated 2.0 out of 5.0 by EnviroStoner An Old Hotel on Top of a Big Hill
Our feelings on this hotel are very mixed. In one regard, the hotel is a beautiful old hotel in a great part of SF (albeit hilly) and there are great views from the Top of the Mark restaurant (although the bartender we had was anything but personable). The staff is certainly top-notch and accommodating to most all requests. The check-in process was easy, including leaving our bags with them while we explored the City before the room was ready. On the other hand, this is an old hotel so there are drawbacks.
We were very hot in our room even with the AC on.... however, we were eventually told by the maintenance staff that the hotel only has 1 main chiller unit and that it only comes on once the outside temp reaches a certain level. Apparently this threshold was not reached, so we were unable to actually make our room any colder despite being hot. This resulted in restless sleep for both of our nights at the hotel.
Also, we were not very impressed with much of the room amenities. For such a high-end hotel (especially among the IHG options), I did not feel like things (sheets, towels, bath extras) were any different than what I would find in a Holiday Inn Express. The hotel also says there is a complimentary car service during the weekdays, but they did not offer this on a Monday (as it was a holiday) and the car would not pick up at another location...it would only take us places from the hotel.
While we love SF and certainly will be back again, I do not think this hotel is worth the high price and cannot recommend it to others. Stay elsewhere to save money and just visit TOTM for drinks...then enjoy one of the many fine restaurants in town with your extra funds!
07 September 2013
Rated 5.0 out of 5.0 by TonyB49 Great stay
We believe the Hotel is well worth the price of entry. Good staff comfortable rooms great position. We do recommend consideration in all short lists.
07 September 2013
Rated 5.0 out of 5.0 by DCvisit49 Great, but what's with the new shower heads?
We have enjoyed the Mark Hopkins 8 or 9 times so far this year and are consistently impressed and appreciative of the hospitable and professional staff. Courtesy, a high regard for guest's comfort and making one feel welcomed are highlights. And, of course, its difficult to pass on the exceptional San Francisco views from atop this Nob Hill gem. BUT, on our most recent stay we noted that the hotel has installed new shower heads which emit basically a whispers spray of water. It might have been quicker and more comfortable to rinse off in the bathroom sink! Perhaps this is a new-fangled and crazy mandate from the City, but it gives us pause to perhaps go across the street on our next visit to see if that hotel has changed it's shower heads as well! Picky, picky, but a discernible difference from our past, and totally comfortable stays at The Mark.
07 September 2013
Rated 5.0 out of 5.0 by RachelN Just one thing
We had an absolutely wonderful time during our stay at the Mark Hopkins. It was my birthday!
The only thing we were disappointed about was that we couldn't have my birthday dinner at the Top of the Mark. We thought you served dinner at the Top. We went up there early, all 6 of us, snd were escorted to a table. The we got suspicious when threre weren't table clothes on the table. We had to leave and find another restaurant.
05 September 2013
Rated 5.0 out of 5.0 by SaidSF Said San Francisco
Complained to management about cleanliness and they reponded positively.
04 September 2013
Rated 4.0 out of 5.0 Pleasant stay
Stayed at the Mark Hopkins for one night pre-cruise and three days post-cruise (to Alaska). Hotel was pre-booked by the Cruise Line. Nice location and the staff were very welcoming on arrival. Both rooms that we occupied were clean and the beds were really comfortable.
03 September 2013
Rated 4.0 out of 5.0 by swissbird A nearly perfekt stay
One of the absolute greatest Service in your Hotel - thanks.
Pros: Bed Quality, cleanliness, friendliness
Cons: Internet Speed (unacceptable slow in light of Price...), and the patronised parking (I prefer highly to drive my car self. The mandatory car/key handover border to insolence).
Anyway, it was one of our noblest stays - thanks.
02 September 2013
Rated 3.0 out of 5.0 by tburnside Nice, but keys did not work all night
Could not get in my room all night - constantly key did not work. Went to gym, came back to room and key did not work. Because it was a busy time 5-6pm, took almost 20 minutes to get an elevator that had room for my sweaty self. Got downstairs, and they would not provide a new key because I did not have an ID (b/c I was at the gym). then had to meet a guy at my room...another 15-20 minutes for this. Went to dinner, came back key did not work. Back downstairs, and they gave me 4 more keys. None which worked. Had to meet a guy again outside the room. He could not get keys to work, and then spent another 20 minutes reprograming the door. Beautiful historic hotel, with nice beds but I spent the most the time in the hall!
02 September 2013
Rated 4.0 out of 5.0 by Barney44 Good location
We stayed a total of 5 nights at the Mark Hopkins. Four of these nights were reward stays. We were here on vacation and were offered a room upgrade at check-in. The rooms are a reasonable size. Just about big enough for a family of four. The bathrooms are spacious. The hotel location is excellent. Fisherman's Wharf is a 15-20min walk away downhill. You can walk through Chinatown which is very interesting. The hotel is only 10 mins away from Union Square with lots of restaurants, shop and cinema nearby. The Top of the Mark (restaurant in the Mark Hopkins) is worth a visit although is a little pricy for what it is. We had complimentary internet access as I am a Platinum member. My only disappointment with the hotel was that there was no complimentary water in the rooms. Other than that its a high standard hotel in a good location.
01 September 2013
Rated 3.0 out of 5.0 by Fizzy52 Missed the Mark
As this was a special occasion, I had emailed ahead to add Club Lounge access to our stay, and confirmed the need for 2 double beds with a Guest Relations Executive. Sadly at check-in, the room allocated had only a king bed and although this was sorted eventually, I was made to feel that the staff had gone the extra mile to sort my problem which actually was of the hotel's making not mine.
The room was tiny with no space to unpack and some of our luggage had to be stored in the bathroom. The view was disappointing as at the back of the hotel and not the view of San Francisco we had hoped for. Despite being a Platinum Ambassador, our room was not upgraded and when this was discussed with the General Manager, I got the distinct feeling that I should be grateful to be a guest at the Mark Hopkins. I was told that "Rooms are small as it is an older property" but I suspect an easy excuse rather than trying to find a solution.
I enjoyed Top of the Mark where staff were much more helpful and courteous and the Club Lounge was value for money, although limited choice for vegetarians and the breakfast selection never changed.
I would certainly think twice about staying here again.
30 August 2013
Rated 4.0 out of 5.0 by Daisy90013 Great Location and Excellent Customer Service
This hotel is located on California Street and Powell. Half a mile from the union square. The location is great if you don't mind going up the hill. If your room happened to have a city view, you can you pretty mich enjoy the magnificent beauty of San Francisco. The hotel staff are extraordinarily curtious. One you have to bear in my is this hotel is historical. For me, the rooms aren't what I have expected them to be. For the brand of the hotel and price, i've expected more. I stayed here for two weeks. i've stayed in three differenr rooms. The size of the rooms is just about right. The bathrooms are a little bit narrow and they still have bath tubs. Don't expect a modern touch. Also, the gym has enough equipments and relatively good size. Overall, it was a nice stay and I would definitely stay in this hotel again.
29 August 2013
Rated 5.0 out of 5.0 by CycloneKit My Favorite Property
I try to stay at the Mark Hopkins anytime I'm in San Francisco. Hands down, it's my favorite hotel in the city. When I lived in California and went to SFO for work, the staff always made me feel welcome, and some of them even remembered me.
This time, my wife and daughter were along, and I was able to introduce them to the place I call "my favorite place to stay."
I recommend it to anyone who's in San Francisco - and the trip isn't complete without a trip to Top of the Mark.
28 August 2013
Rated 4.0 out of 5.0 by Olympist Good location, perfect restaurant
It is very near to Union Square, center of the city. The restaurant was on top of the Mark and perfect view.
28 August 2013
Rated 3.0 out of 5.0 by SF08222013 SF08232013
Valet and bag employees are very good. Front desk was slow to react to customers needs and waiting time was long. Our room was not ready and told when it is ready, we will receive a phone call but it never happened. Breakfast on floor 19 was good and great view and excellent staff there.
28 August 2013
Rated 5.0 out of 5.0 by EP61 Helpful, well informed staff.
Received great information about tours we were planning.
The hotel is very clean and well maintained. All staff are pleasant.
26 August 2013
Rated 1.0 out of 5.0 by DESSK Did not live up to the Intercontinental Name
First time I stayed at the Mark Hopkins Intercontinental and am not impressed.
- Room was extremely small--the dresser/mini bar/TV stand was so close to the foot of the bed I bumped into one or the other each time I walked around (and I am not a big person), unless I walked sideways between them. The dresser doors would rub the end of the bed when opened as well--it was that tight.
- Had to make additional call(s) on 3 of the 4 days I stayed for requested items: such as room service, lack of replenishment of coffee all except the last night (one day I actually asked 3 times for coffee replenishment and ended up going to the concierge desk for it), left on hold a couple times for room service, room service not delivered timely -- just to name a few.
- Very noisy, which surprised me considering the hotel is on Nob Hill. Neighboring doors "slammed" when left to close on own (I was awakened via this method about 5am each morning by a departing neighbor).
The positives were that I was pleasantly greeted by staff in the hallway or the front desk, and the bed was comfortable. When I asked for assistance in person, I was helped; however, on one occasion re the coffee when I got it from the concierge desk, I was told it would be replenished while I was out and was not.
26 August 2013
Rated 5.0 out of 5.0 Great Experience
It was a great experience from the moment my wife and I walked in. They gave us a fre upgrade to a view room because they learned it was our honeymoon. They delivered Strawberry Fondu our first night to congratulate our wedding, and help us celebrate the occassion. Very nice staff all-around! Very helpful and accomodating concierge, as my wife and I are not used to people helping us out that much with easy questions. It was a great place to stay!
26 August 2013
Rated 3.0 out of 5.0 by jperr legendary but deficient
A legendary place. I have stayed here since the '80s and keep coming back for the sheer romance of staying at The Mark. But as I have gotten older, the practical issues have taken over. Mostly I found the inability to have a timely meal (through room service) or in the single, often overly busy restaurant very disappointing. It is not as if one could just run out to another restaurant nearby...going down that hill is a challenge if one cannot get into the resto at the Mark!! Plus, most of the time the hotel was grossly understaffed and there was always a wait for housekeeping, front desk or concierge services or food. After a long period of loyalty, for me it is time to let go. But I recommend it with reservations.
25 August 2013
Rated 1.0 out of 5.0 by Gabreli Disappointing and Unfulfilling
Prior to giving my comments, a quick background to legitimatize them. I have had the good fortune of traveling the world, and often having my family accommodate. For instance, as a baby, my daughter practically learned to walk via the housekeepers who would visit our room after their shifts when we stayed for months at the Intercontinental Seoul, Korea; a fantastic property. The disappointments we experienced at the Mark Hopkins include: 1) Historic age and layout allows noise to travel freely. Every morning between 7:30 - 8:00 am we awoke to housekeepers banging doors and starting their cleanup duties. I walked several floors in the morning and observed the same affect. PRO: Bed was very comfortable. 2) Food quality did not match the price asked. I understand hotel patrons are a captured audience, but not forever! Nothing is free, but coffee at $4.50 a cup can taste much better. If you don't want to serve a leading brand such as Starbuck's or Illy, then purchase from a higher quality supplier. Gaining higher margins through lower quality, higher priced F&B with customers whom are willing to pay for quality is not long-term prosperous. 3) Staff (Concierge) snobbery and lack of follow through - Both the male and female concierge I interacted with had an 'air of snobbery' that was unwarranted. I asked the male for a recommendation on potential whale watching on US 101. Essentially, he gave me a map and said stop anywhere and maybe you will see something. NO! I have been to West coast before. Give me specific recommendations of beaches, or let me know that it is not the season, or, "Sorry, I don't know. Let me see if I can find out for you...". Also, on two separate occasions I gave the female concierge postcards to mail and neither intended receiving party indicates they have received them; a full month later. Lastly, the woman working as the hostess at the Top-of-the Mark NEVER smiled. I believe she might have been from another country and only mention that because she may have been uncomfortable with English. However, in the hospitality industry, at least in the US, pleasantry and a smile; especially the first staff person a guest sees in the morning, is a greater pathway to success. PRO: Hotel parking attendants were overwhelmingly the most courteous and made us feel energized leaving, and welcomed when returning from our day trips 4) Small footprint - I guess my recollections of past stays did not include family. There is no relevant lobby to sit, have snacks, eat, coffee and hang out with adolescent children. The Top-of-the-Mark is great tradition, but what about something with energy and activity closer to the street level? San Francisco is thriving and great people watching. This location misses taking advantage of it location. Lastly, the week prior to staying at this location, we stayed a week in Napa at another IHG property, the Staybridge Inn. Although this brand is in the midscale chain segment, for the value it was a much better experience. We were expecting it to be the opposite. Too bad all the way around.
24 August 2013
Rated 4.0 out of 5.0 by Benedict Good location, poor service
My first trip to San Francisco and I was recommended this hotel by a frequent business traveller friend.
The location was good and the room clean and comfortable, but the staff were lacking in customer service. On several occasions I rang down to the concierge/front desk and the phone rang out. I had to go down in person to raise my question. Not that I am a lazy person, but it's a bit frustrating having to continually use an elevator for fairly simple questions.
The only time I did connect was with room service. And then I was told my food would take over an hour!!!
Unlikely I will be choosing the Mark Hopkins again.
23 August 2013
Rated 5.0 out of 5.0 by CARLO123 80TH BIRTHDAY MADE GREAT
BELONGING TO THE INTERCONTINENTAL CLUB IS A MUST. BESIDES EARLY CHECK-IN AND LATE CHECK OT. MEMBERS GET A FRUIT BASKET AND ROOM UPGRADE. ALSO AVAILABLE AT REASONABLE RATE AT MARK HOPKINS IS THE CLUB ROOM. WHERE NOT ONLY DO YOU GET A WONDERFUL BUFFET BREAKFAST BUT ALSO AFTERNOON TEA AND EVENING DRINKS AND FOOD. WHAT A DEAL! TOO MAKE THE EXPERIENCE EVEN GREATER A CAKE IN OUR ROOM FOR MY WIFE'S 80TH. THANK YOU MARK HOPKINS
22 August 2013
Rated 4.0 out of 5.0 by MR16 Beware of Room #303
I had a late checkin due to flight issues and was given this room which is just above the freight receiving area for the hotel. Throughout the night there were loud sounds emanating from there making sleeping impossible. I cannot imagine having been offered this room or it being offered to anyone else. My request for room change was accepted next day and the other 2 nights were more restive.
Location of Mark Hopkins is excellent with an excellent restaurant on the top floor.
21 August 2013
Rated 4.0 out of 5.0 by Marborn Overall very pleased, but...
My wife and I stayed for a long weekend recently. The stay was great, room comfortable, service was top-notch, and we love the location, views, and facilities.
The only issue is that you do not have a lobby-bar!
The Top of the Mark is great for the views and nighttime entertainment, but we really enjoy the experience of spending time at the lobby bars that you can find in any high end hotel. We spent quite a bit at the Fairmont & Huntington as a result!
21 August 2013
Rated 2.0 out of 5.0 by Sonnycoon06 Does not match other branches of Intercontinental
With the price of the room I was extremely surprised that everything costs at this hotel. I have had the opportunity to stay at the Intercontinental hotel in the Philippines and Singapore and this hotel does not match the service you receive at the other two branches I have stayed at.
#1. Nothing is complimentary. When I stayed at the other two branches a huge breakfast was included, you had a two hour complimentary drink and snack buffet in the evening, and WIFI was free.
Fundamentally I believe for the price of the room at least Wi-Fi should be free.
Concierge Assistance with directions and was not stellar. I almost felt like I was bothering them when I asked for recommendations and he really didn’t take time to assist I went outside and asked the door man and he was far more helpful. I found I went to him 3 times and just skipped the desk.
The door service was outstanding and extremely helpful and for my wife’s birthday they provided the hotel car to take us to our restaurant.
21 August 2013
Rated 5.0 out of 5.0 by Sunny0430 **Wonderful View & Beautiful Suite**
We stayed July 4th holiday for 4 days. The one bedroom suite we stayed was excellent. It has nice seating area & dinning table in living room with lots of windows. Big dining table was big plus for room service. The decor and furniture were all nice. The bedroom has great view of bay as well. There was separate shower and jacuzzi tub. Very specious and felt so private. View was amazing from this suite. We could see 4th of July fireworks and you can see the city and bay all around from room.
The club lounge was really worth the money. The staff at lounge provided excellent customer services and great food every day all days. All food we had was very fresh and tasty. We enjoyed Hors d'oeuvres (different every day), afternoon tea, breakfast! I highly recommend to add club lounge access to your stay. We had great time 4 days in San Francisco.
We love the location and neighborhood but if you have mobility issue or have small children, it will be difficult to go around on foot. Anywhere you go you need to go up and down in steep hill. That's why we get amazing view!!
1) The front staff who checked in us, John?, wasn't very nice. I'm sure it was busy but I didn't like his attitude. I needed to wait for long to check in because ambassador check in desk wasn't available. He didn't care at all. Our room needed a rollaway bed but again he didn't care and didn't provide us. Also some other staff dealing with him was not present at all. He looked gentleman but he gave me bad feelings. I wish check in person was different. I didn't want to lower rate due to one staff. The club lounge staff were all very nice and check out staff was nice too.
2) Bed wasn't very high quality. I had good night sleep and certainly acceptable but expected to be better quality.
My overall experience was excellent. The hotel provided us wonderful suite that was very memorable. I really appreciate the room. Also the staff (old Asian staff) carried food at club lounge was very friendly and very nice. We really had great time at Mark Hopkins.
20 August 2013
Rated 5.0 out of 5.0 by GeorgeWDinTennessee Mark Hopkins is a historic property on Nob Hill.
Price all of the hotels in San Francisco, and you won't find a better price than at the Mark Hopkins. I priced hotels all over the city. We could have gotten a room at a "motor court" for $50.00 a night less...but WHY? The room, on the 15th floor had a marvelous view. The large furniture in the room made it a bit cramped. ie: the unit the television is on could be narrower, and wider, providing more counter space. However, it posed no problem. The martini's at the Top of the Mark are awesome, as are the employees there! The bed was incredibly comfortable.
19 August 2013
Rated 4.0 out of 5.0 by Didier67 Smooth and Efficient
Check in was done very quickly. All information was readily available. Great room with view on Grace Cathedral. Nice welcome at Club. Express check out.
19 August 2013
Rated 3.0 out of 5.0 Comfort and service
The comfort of the room was acceptable. After the first night our wine glasses disappeared and were not replaced. We had two mornings without coffee for the in room coffee machine. Had to purchase coffee (expensive) in the lobby.
16 August 2013
Rated 1.0 out of 5.0 by JuanAE Better try a different brand or a different location
What are you expectations from an Intercontinental hotel? Lower them, significantly.
What are your expectations form any hotel? Lower them!
I stayed for 6 nights, and after a couple of days you know that those tine hotel soaps just disappear, but you expect you will get another one. Right? WRONG, I never proactively got a new soap, I had to take out an emergency soap I carry with me, but I expected to get a new soap the next day, I was wrong again. I had to call late at night to request soap to wash my hands and take a bath next day.
Never seen anything like this in my life.
What are your expectations from being an IHG Platinum Ambassador? Erase them from your mind, you are nobody here.
16 August 2013
Rated 4.0 out of 5.0 by slajmo some staff members must be seriously trained
we stayed at the intercontinental from august 9 to 12 .I must say that is the worst check-in in that I experienced since I am staying t intercontinental hotels.
The ambassador check'in officer was busy and we have been waiting for about for about minutes.finallly another desk officer called us.
First I showed him as I am doing in any IHG hotel my ambassador cardmember.he didn't have an eye on it and asked two times to show him my ID and my credit card..I was obliged to remember him what was ambassador membership.
the second problem was withthe voucher for e free reward night.I must say that I have not booking the stay through the link indicated on the voucher..But my previous experiences with these voucher were ok and the voucher accepted in New York , Johannesburg and London.
In this hotel they have refused to take in account this voucher and they just told me to call IHG services.
At the end of the stay I met an officer at the VIP room who was surprised but unable to help me since the check out was done.
By the way our room on the 17 th floor was beautiful and confortable and we received the allmost all the benefits of the status
16 August 2013