Rated 4.4 out of 5 by 658
Rated 2.0 out of 5.0 by GFMas Below Normal Expectations
Having visited and stayed in San Francisco several times before at other hotels I consider myself to be knowledgeable as far as what a hotel experience should be like in this city at this price point. Unfortunately my two night stay was filled with disappointments including the view which was unexpected due to it's location on Knob Hill.
The staff was not the problem though nothing memorable stands out in any way. This hotel does not mirror the creative writing found on it's web site which is used to promote itself. Given it's location atop of Knob Hill, one would expect The Mark Hopkins to shine when it comes to the essentials and it falls way short in several ways.
This is a grand old property with lots of charm and the potential to be great but instead it is obvious that it has not had the necessary attention that would make it so. The towels were very worn and thin, kind of like what one would find in a Motel 6. The bath tiles in the tub/shower were blacken in many places especially in the grout areas making me wonder if it was mold though I'm not sure. The shower fixture was the type one would expect to find at a K-Mart or Target along with the rest of the bathroom fixtures not to mention the quality of the paper. The walls were paper thin so you could clearly hear your neighbor but that can be expected. What could not be expected or is acceptable is the way cigarette smoke filtered into the room by way of the bathroom. It was terrible and happened around 3 AM and lasted for hours keeping my wife and I awake.
Though it is not their fault that a guest lit up which is prohibited, I suspect that this problem occurs often and adequate measures were never undertaken to minimize or avoid this issue. The bottom line is that this beautiful property sorely lacks attention and simply comes off as cheap. This was a huge and unnecessary disappointment and I will not return to this hotel in the future.
01 August 2013
Rated 1.0 out of 5.0 by ttony0099 Bad experience
The hotel needs renovation. The late night staffs are not too friendly.
31 July 2013
Rated 5.0 out of 5.0 by FloridaHill The Royal Treatment
From the doormen and valets, to the concierge and room service attendants we could not have asked for more! The front desk made us feel welcome and important. Everything was first class.
30 July 2013
Rated 5.0 out of 5.0 by HG121 Nice Place
Hotel was very nice, but be advised it appears to be sitting on the peak of one of the legendary San Francisco hills (which means EVERYTHING is uphill getting back to your room - Take a Cab!!).
26 July 2013
Rated 5.0 out of 5.0 by Hoyley Great Hotel and service
We had a very quick and easy check in after a long day travelling from the UK. We booked a room with two double beds. The room was on the 17th floor and had great views. We had a good sized room and the bathroom was huge and very elegant. We had breakfast each morning. We had 2 vouchers so had to pay for my daughter. The breakfast was very good with plenty of choice but a little expensive. Overall we had a great stay and I would recommend this hotel.
25 July 2013
Rated 5.0 out of 5.0 by john11738 Customer Service
I had some problems checking in the 1st day. Long time at the front desk, keys that didn't work (twice), and some confusion when the lock had to be reprogramed.
I was going to talk to the manager but the next day when I got to my room there was a very nice gift and a letter of apology. I felt that was the best customer service I had seen i any hotel in San Francisco in my 7 months of stays.
Very impressed that the problem was recognized and action was taken to compensate me for the mishap.
Problems will always happen but the intecontinental staff knew how to turn it positive and make it right.
Great job!. I'm a customer now
25 July 2013
Rated 5.0 out of 5.0 by Foskie5 Wonderful stay
We stayed one night at the InterContinental Mark Hopkins in San Francisco while on a family vacation. The entire experience was first class. All staff members were extremely friendly and the rooms were very nice and well appointed. The bed was heavenly! I would highly recommend this hotel when visiting San Francisco.
24 July 2013
Rated 4.0 out of 5.0 by Doogie13 Great room, very variable service
Stayed for 3 nights at the Mark Hopkins after a recommendation from people staying here before. It was my first visit to San Francisco. The room was great, spacious, comfortable and very clean. The service we receievd unfortunately was very hot and cold. On arrival we were warmly met but thereafter any information from the front desk was very hard to come by and a number of times the person we were dealing with would just turn away mid conversation which we thought was a bit rude. Service at the Top of the Mark when we went for drinks was very poor and we had to call the waitress over for everything we needed and occasionally call someone else over to call her. I think that the rooms, the building and the setting were let down by the people working there. On the other hand I received a very timeous and helpful response from the concierge when I emailed a query about our bill which was very kind. Overall I liked the rooms but would probably not stay here again
22 July 2013
Rated 4.0 out of 5.0 by houhou Location and scenery is great
Everything is ok,besides that there is a little bit noisy when the guests of the next room use their restroom.
21 July 2013
Rated 3.0 out of 5.0 by Russel1 Not worth the money
Rooms are old. No place to put your cloths. Towels are good to clean your car. No place to get coffee. Not a 4 star hotel. Beds were bad.
21 July 2013
Rated 5.0 out of 5.0 by Ted777 Yet Another Outstanding Stay
I am always amazed by the outstanding experience of staying at the Mark Hopkins. On this visit, I stayed in a beautiful one bedroom Terrace Suite on the 15th floor with a spectacular view west towards the Pacific Ocean and Golden Gate Bridge, as well as Twin Peaks and Union Square. The indoor terraces on the 15th floor are special rooms on the corners of the building with 180 degrees of windows for panoramic views. The suite also had a large marble bath with a whirlpool with both high and low settings and a separate shower. I enjoyed the Bose sound system. The suite is immaculately clean, and everything is in perfect working order. The living room area has a sofa with a large flat-screen TV with many high-definition channels. The large King Bed is very comfortable, with comfortable pillows and ironed sheets. Turndown service is available in the evening from the courteous and professional housekeeping staff, who provide local organic chocolates and a card with tomorrow's weather forecast. The marble bathroom is large, with a huge mirror, marble vanity, and a whirlpool with jets. There are two settings to the whirlpool jets, high and low, and everything is immaculately clean. The whirlpool tub fills quickly, as there is ample water pressure. It also drains quickly, as there is ample drainage. The separate shower has perfect temperature and pressure. A generous amenity kit contains items like toothpaste, a toothbrush, comb, earbuds, etc., in case you forgot to pack something. They even provide great smelling bath crystals for the whirlpool bath. Justin in Security and Paul in Engineering were extremely helpful in replacing the battery in my door lock.
Ana and David in Guest Relations were excellent as always. Patrik, the Front Desk Manager, was also very helpful. Intercontinental Ambassador members receive a complimentary room upgrade, free internet access, a daily newspaper, and an amenity consisting of local organic chocolates, a glass bottle of Evian water, and fruit (served with proper plates and silverware, along with a linen napkin). The Ambassador program is an outstanding value. You pay an annual fee and receive a bunch of points for renewing. You can pay a little more when you renew and receive 10% back whenever you redeem points.
The food in the hotel is excellent, and service is always courteous and attentive. I often have breakfast at the Nob Hill Restaurant off the lobby, which serves an extensive buffet including hot items at 06:30AM on Sunday mornings (breakfast is served at Top of the Mark on other mornings at 06:30AM). On Sunday mornings at 10AM, there is the extensive champagne Sunday brunch at Top of the Mark, where I have been served on various occasions by Gloria, Michael, Jose, and Jullian who are all excellent and attentive. Sometimes, I select the Club Intercontinental, which I choose if I do not plan to have breakfast at the Nob Hill Restaurant near the lobby area, breakfast at the Top of the Mark, or champagne Sunday brunch at Top of the Mark. Club Intercontinental has a view of the TransAmerica Building, a work area with computers and printer, and a TV area. Four meals are served: afternoon high tea at 3PM, hors d'oeuvres and drinks at 5PM, sweets in the evening, and breakfast at 6:30AM. There are also books, games, and audio entertainment. During this particular stay, while I did not select Club Intercontinental, I had breakfast at Top of the Mark on Saturday, where I was served by the attentive Wayne, and Sunday champagne brunch at Top of the Mark on Sunday, where I was served by the attentive Jullian.
You can easily walk from the Mark Hopkins to North Beach, the financial district, and Union Square. Three cable car lines serve Nob Hill. A CVS and Trader Joe's recently opened a couple blocks away (down California Street towards Van Ness). You can park a large vehicle in the Masonic garage at California and Taylor, one block from the hotel, if you prefer the peace of mind of self-parking. Valet parking is available, of course, at the Mark Hopkins.
I always feel like a guest of honor in San Francisco whenever I visit the Mark Hopkins. It makes you feel good about the city, the Bay Area, the state, and beyond (national and world leaders have stayed here). Each suite has its own unique character and perspective on the city.
Last year, I had the honor of staying in a beautiful whirlpool suite on the 16th floor with an enormous whirlpool, and there is even a window in the bathroom. The bathroom also has an enormous and ornate mirror along with an orchid and a large separate shower. The room also has a large indoor terrace with a view of the Golden Gate Bridge and even a door to an outdoor rooftop terrace with red geraniums.
In 2010, I had the great honor of staying in the one bedroom 1.5 bath Cyril Magnin Luxury Suite on the 15th floor. It has a terrace with a view of the TransAmerica building. It also has an enormous living room area with beautiful furniture and Asian art. It has a full dining room and a large, ornate desk. It has a marble atrium at the entrance, along with beautiful furniture in the bedroom, and an enormous bathroom, with black and white checkered tiles and a huge whirlpool and separate shower. The bathroom also has a window and an orchid, as well as special towels and a crystal dish of bath crystals. The walk-in closet has a special jewelry box. I received a special gift of a Christmas tree ornament that was a shiny gold version of the Mark Hopkins.
In 2010, I stayed in a one-bedroom suite on the 16th floor with two beds and a large indoor rooftop terrace with an amazing view of the TransAmerica Building and Twin Peaks. The terrace has a table with four chairs and a couch.
In 2010, I stayed in a beautiful one-bedroom Junior Suite on the 17th floor. It is a corner suite with a marble bath that has a window with a view of Twin Peaks. The bath has a whirlpool as well as an enormous marble shower with two shower heads.
In 2009, I stayed in a beautiful one-bedroom deluxe Terrace suite on the 15th floor. The terrace has a view of the Golden Gate Bridge, and there is also a large desk. There is a large dining room table with a crystal chandelier and a marble bath with whirlpool and separate shower. There is also a large living room area.
In summary, the Mark Hopkins provides world-class service, meals, and accommodations. They take their profession of providing a grand hotel experience very seriously. It is always an exceptional experience that truly lives up to the term 'Ambassador.' I look forward to my next visit.
18 July 2013
Rated 3.0 out of 5.0 by jgomuta14 Average
I have stayed at many hotels in SF as I travel there for work often. I likely won't stay here again. The internat connection was spotty and inconsistent, there is no option to get a pass for the duration of your stay as is offered at most other hotels, instead you have to sign up again every day and often my connection would drop out in the middle of online presentaions. The conenction is also slow - in short, not the best place to stay for doing work.
Further, I found the staff unfriendly and frankly rude. Especially the staff in Top of the Mark who repeatedly ignored me. Terrible service, average rooms, wouldn't recommend when there are so many other great options at this price point in SF.
17 July 2013
Rated 5.0 out of 5.0 by Thewills Wonderful visit!
It was truly a luxurious treat staying at the Mark Hopkins. It made my business trip less onerous. Everyone at the hotel made every effort to meet our needs. Thank you.
16 July 2013
Rated 4.0 out of 5.0 by jerometravel Mark Hopkins San Francisco
Nothing is Intercontinental standard in this hotel.....
15 July 2013
Rated 2.0 out of 5.0 by LN64 Nice view, not much moore
We had a room upgrade, but were disapointed. Small rooms, well used. The top of the Mark resturant/bar gives a perfect view of SF, but thats all. In addition this is the only hotel I have visited that charges extra for wifi
15 July 2013
Rated 5.0 out of 5.0 by esperluette happy anniversary!
We booked a 16th-floor room to celebrate our 20th wedding anniversary, which is on the 4th of July. Staff was extremely helpful in confirming that our room (which had a private sunroom, jacuzzi tub, and gorgeous views) would definitely have a view of the fireworks.
The hotel also sent up a bottle of sparkling wine and a trio of desserts to celebrate our anniversary, and another tray of desserts for the 4th!
The room itself was ridiculously comfortable and the bathroom (HUGE TUB) was gorgeous.
Although I'm not a fan of hotel breakfasts in general, we tried the buffet on the last day and were actually impressed -- smoked salmon, fresh berries, gorgeous pastries, and more.
PS The fireworks were amazing (@KarlTheFog cooperated for once).
14 July 2013
Rated 5.0 out of 5.0 by SBFV13 Extraordinary view and friendly staff
The view from our room just couldn't be any better. We could see the golden gate bridge and also Fisherman's Wharf and everything in between. The location was great ... close to restaurants and cable cars. The brunch was terrific.
All of the staff was very friendly and very helpful, especially at the front door. I really enjoyed talking to those guys. All questions were cheerfully answered.
14 July 2013
Rated 5.0 out of 5.0 by ExiledToEarth Superb!
The Mark Hopkins is my hotel of choice in San Francisco. While other quality options exist no one treats guests better. The staff went out of their way to make my stay a memorable one. Everyone was friendly, helpful, knowledgeable and attentive without being obsequious or intrusive. I couldn't have asked for a better experience.
13 July 2013
Rated 4.0 out of 5.0 by Jackie109 General
Great place to stay and would recommend - handy to town and has a great feel to the place
Only negatives - having to pay $15 a day for wifi. These days it should be part of the room cost - or free to a level so you can down load emails ad search for local attractions etc - not for down loading movies etc
We had a great night at the top of the mark. We were there from 7 to 11.30, so dinned there as well. Service food was great. However, was disappointed to have to close my tab 3 times during this period as wait staf changed shifts / stations. Cheapened the experience an was interruptive. Understand they want there tip - but must be a better way
Thx again , was a great stay at the hotel and San Francisco
13 July 2013
Rated 3.0 out of 5.0 by boris86 Charges for Wifi
This is a very nice hotel in a very good location. Unfortunately they continue to charge for wifi - something that even the most basic properties no longer charge for. Even Holiday Inn which is a subsidiary of this company doesn't charge for this service. This makes no sense to me.
12 July 2013
Rated 5.0 out of 5.0 by Timmaaaay 4th of July weekend
The hotel and room were very comfortable. The exercise room could use better and more equipment. Al the bellman was excellant and took great care of us.
11 July 2013
Rated 5.0 out of 5.0 by Susie94901 Wonderful experience
From the moment we drove up until the moment we drove away, we had a wonderful time! Never spent a night in SF so this was a great first experience! No matter what we did, staff called us by name...definitely made to feel special!
11 July 2013
Rated 4.0 out of 5.0 by JETU Concierge experience, eh
The hotel was lovely, in a good location (cable car stops close by), room with a view.
I've stayed in many Intercontinental properties throughout the world and chose the Mark Hopkins based on its reputation and history plus my experience in non-US locations.
Your front desk and bell staff is excellent.
However, the concierge personnel on during the days was probably the most unhelpful and unfriendly I've ever experienced.
Each time I visited (and I stopped after two, with two different male staff members), my impression was that I was bothering them. Once, I asked about getting a map. The gentleman on duty couldn't tell me how to get to Golden Gate Park by bus and didn't offer to print info from the web. I ended up "Googling" the info myself.
The second time, I asked for support in obtaining a restaurant reservation. The telephone rang and eventually, I walked away and found the information myself.
Really poor customer service. They just didn't care about me or my needs. I wasn't seeking special treatment, simply requesting mundane information/assistance.
Would I stay at the hotel again? Probably not. I'd give the other SF property a try. Really a shame, because the Mark Hopkins is a classic.
11 July 2013
Rated 4.0 out of 5.0 by JudyT57 Comfortable bed
Small closet and not much drawer space for two people
Steep hills to walk, coffee only in the morning
11 July 2013
Rated 5.0 out of 5.0 by Mora31 Best 4th July at the Top of the mark!
My stayed was terrific, have not been to the city since 1967!
My bed was sooo comfortable and the pillows I missed them.
Great location , polite staff.
George the best bartender at the Top!
10 July 2013
Rated 5.0 out of 5.0 by HoolyBV Great Stay
My husband and I stayed two nights in early July and we really enjoyed it. The hotel is right on the top of Knob Hill with a great view and easy access to everything. Walking from the hotel to anyplace is easy because it is downhill. Walking back to the hotel is much more difficult because it is uphill all the way. We learned to take the California Street car to return. The room was fantastic and spacious, fantastic pillows, great view, wonderful bathroom! Staff was fantastic as well. We watched the fireworks from the Top of the Mark. A truly enjoyable stay and we will return.
10 July 2013
Rated 4.0 out of 5.0 by Coolheat Wonderful Place to Stay
Wonderful hotel in the heart of Nob Hill. Close to all the sights in the city. Our room had a great view of downtown and of the bay bridge. Wish the bathroom had been a little larger. Staff was top notch; very attentive, friendly, knowledgeable and prompt when service was requested. Concierge was also very nice and helpful as were all the bellhops.
08 July 2013
Rated 4.0 out of 5.0 by Meto1 Beautiful view and unfriendly staff
Overall we enjoyed our experience at the Mark Hopkins. I think we would go back as the room was spacious, clean and had a marvelous view. A nice space for the price. That being said, we were less than pleased with the public spaces in the hotel. The lobby was unwelcoming and crowded. It had people and their luggage all over and was not an inviting place. The front door staff were helpful but the front desk staff was very unfriendly. It was almost like they were doing us a favor answering our questions. No attempt was made to be pleasant! First of all we were surprised to have to pay for a newspaper on Sunday-even the SF Chronicle. No one made it clear from the outset that we would have newspapers on any day except Sunday. Also we were on the "Club" level which supposedly gave us some extra amenities. Since what these perks were was very unclear, I asked the front staff and found out that it entitled us to pay $30.00 per person per day for a continental breakfast? That didn't make much sense to me and it was not ever explained by the staff.
08 July 2013
Rated 4.0 out of 5.0 by RisForRocket Summer in San Francisco
Great location and hotel in the middle of all the places your are likely to want to see.
07 July 2013
Rated 4.0 out of 5.0 by KCCK Nice and comfortable, but not top marks
Yes, the Mark Hopkins met my expectations for a high-end property, starting with a friendly welcome by John at the front desk who found a room for my early arrival, but they missed an opportunity with the Top of the Mark, their well-known top floor restaurant with incredible views of the city. In trying to figure out if they served light meals in mid-afternoon. I pressed the button on my room phone labeled "Top of the Mark" and was connected with housekeeping. I then dialed the operator and was pleasantly surprised to be greeted by Jason who pronounced my name properly (it's a tough one). He connected me to the restaurant, but I got an answering machine suggesting I make reservations online. I then went to the elevator but the restaurant floor was locked out, even though signs in the lobby indicated the restaurant was open. This all sounds trivial, but it's not the type of experience one would expect for this hotel.
07 July 2013