Palace Hotel a Luxury Collection Hotel San Francisco

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2874 reviews

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  5 star staff

  Morning buffet w/ server Sam was great. We appreciated his telling of the hotel and San Francisco history. All staff were friendly and attentive.

  Dec 30, 2025
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  Wonderful stay all around

  We had a wonderful stay at The Palace Hotel. Beautiful Christmas decorations, comfortable, clean room and exceptional service. Our waiter at breakfast, Sam, was wonderful and gave us all of the interesting history about the hotel.

  Dec 30, 2025
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  I wanted to love this hotel, but …

  Check in was great. Very friendly staff. Made us laugh when she asked our son if he was superstitious before assigning him room 666. Christmas decorations were fun, the lobby was always busy with people taking pics. The first night we were there, two elevators were working, the next day down to one. We used the stairs a lot, an accomplishment when staying on the sixth floor, and being in our 60’s. Rooms and public areas were as expected with an historic, older hotel. Beds were comfortable. The bartender at the hotel bar (Pied Piper?) was very efficient and friendly. The biggest downside, besides the lack of working elevators, was the breakfast buffet. It was so inefficiently run, with everyone standing in one line, reservations or not. About 20 minutes in line both mornings, with reservations. My suggestion, have a sign for the line “reservation holders only. Walk-ins please call xxx xxxx to check availability.” Or a person at the end of the line explaining things and taking walk-ins info. Also noticed the women at the hostess stands had to run around and check to see if tables were available. They also spent time arguing with each other. The food was good the first morning, and the whole situation greatly improved by our efficient and friendly server, Sam. The second day, there was one piece of bread out to make toast, no croissants, pastries or anything else in the bread family. It stayed like this the whole time we were eating. Really unacceptable. We did not have Sam this day, waiter was hard to flag down for coffee refills. Our package included breakfast, so it was okay, but if I were paying $50 pp for this, I would not be happy. There just seemed to be more issues than you would expect for a hotel at this level. Still enjoyed the stay, but would probably consider somewhere else next time.

  Dec 29, 2025
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  Lots of UPS and DOWNS...

  Beautiful, historic and iconic...So many UPS, too many DOWNS. UPS would include the very helpful/engaging valet guys, our Server Sam at Brunch, the spectacular Garden Court, the bar experience at the Pied Piper, great location, expert Concierge services and front desk Supervisor Jasmine...DOWNS include only 1 operative elevator on property (suspect this repair item has been out for months) and an Engineer woke me up from my pre-dinner nap by SHOUTING in his walkie talkie for 20 minutes while 18" outside of my door. We confirmed our '26 Titanium status with this stay (75 nights) and this may have been our least favorite Marriott experience the past 10 years...

  Dec 29, 2025
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  3 star experience in a 5 star hotel

  Not the same as it used to be. A 4 star experience in a 5 star property. Plus side, garden court is still gorgeous, the holiday decorations were beautiful! Went for Christmas week, a lot of little things were missing . No robes in the room. the breakfast buffet no longer had the omelette station. 2 of 3 elevators were out of service . Internet was down, Netflix on tv was down as well, even after the Internet came up on the last day. A call to front desk had no eta for a fix. Just an overall disappointment. I’ve stayed here multiple times, and the penny pinching is starting to show.

  Dec 27, 2025