Palace Hotel a Luxury Collection Hotel San Francisco

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2897 reviews

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  Buyer beware: multiple occurrences of giving a lower quality of room than you book

  It's a beautiful hotel, and I really want to like it, but I can't recommend anyone booking here. I've had several poor experiences with this hotel, all centered around not getting the room I booked. The front desk is unresponsive, and even requests to Marriott are not answered in any sort of satisfactory way. Unfortunately, once you're there, you don't have any other options, so you have to lump it. The first time, I thought it was just a mistake, but when we returned on another visit and the same thing happened I realized that this was a pattern of fraud on behalf of the hotel. I have titanium status, but I'm not even talking about asking for an upgrade, rather, I booked a deluxe room and was given a superior room both times. The second time I booked, I tried to be specific about the room (2 queens, window facing out of the hotel), but ended up with the basic room facing an air shaft. If you need to stay here, be prepared to be given a room below what you booked, and to have the front desk respond rudely (if they respond at all). Corporate Marriott just kind of shrugs its shoulders and says that they've passed the complaint along. DEFINITELY not a quality Marriott experience at this hotel.

  Apr 15, 2026
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  Fraudulent charge due to assumed occupancy.

  I had a disappointing experience with billing and customer service following my stay at the Palace Hotel. After checking out, I was incorrectly charged for an additional night and informed that I had occupied the room, which was not the case. I was then required to provide proof of my departure to dispute the charge—something that should not fall on the guest. Hotels should rely on their own verifiable records (such as check-out data or keycard logs) before applying charges of this nature. The issue took over two weeks and multiple follow-ups to resolve, making what should have been a simple correction unnecessarily time-consuming and stressful. While the charge was ultimately refunded, the process itself was frustrating and avoidable. I was also told the charge may have been related to items left behind in the room. That should have been handled as a Lost & Found matter—not used as a basis to assume continued occupancy and bill an additional night. For a hotel of this reputation, I expected a much higher standard of accuracy and customer service. This experience reflects a breakdown in basic internal processes and guest trust.

  Apr 11, 2026
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  Use a different hotel for Amex fine hotel program

  The hotel is clean and staff are courteous. We have stayed here about 1-2 times/year. We typically use the Amex Fine Hotel benefits and have received them without issue each stay. However, on our most recent stay we did not receive the FHR benefits because I forgot the card used to book the reservation at home. Despite having pre-paid for the reservation through Amex, I was told I needed to have the card in order to check-in and receive the benefits. I had to call Amex to ask them to speak with the hotel manger to request an exception just to check-in. The manager granted the exception so I could use a different card for check-in but refused to honor the FHR benefits associated with booking the reservation through Amex as I had done. They would not accept the digital credit card. We attempted to speak with the manager for further clarification but did not receive a call back. Beware, if you book through Amex and expect FHR benefits - you must present the physical card used to book the reservation. They will make no exceptions, and may not even allow you to check-in if you forget the card. The lack of customer service was disappointing. We won’t be back and will try other hotels part of the FHR program in San Francisco. I recommend you do the same.

  Apr 10, 2026
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  Timeless Elegance and Unforgettable Hospitality at the Palace Hotel

  Returning to the Palace Hotel was, once again, an exceptional experience — a place that never loses its sense of grandeur while still feeling warm and welcoming. Over the years, I’ve had the pleasure of staying at the Palace Hotel many times — with my spouse, with a larger family group, and most recently on a special visit with my sister — and each stay has felt uniquely memorable while maintaining the same remarkable level of excellence. A stay here simply isn’t complete without time at the Pied Piper. The atmosphere is classic San Francisco: intimate, elegant, and steeped in history. Sitting beneath the iconic Maxfield Parrish mural with a perfectly crafted drink feels like stepping into another era. It’s truly a must — whether for a quiet cocktail or an unhurried dinner. Equally unforgettable is dining in the Garden Court. The soaring glass dome, natural light, and refined service create a setting that feels both majestic and serene. Breakfast or afternoon tea here turns a meal into an occasion, and it remains one of the most beautiful dining rooms anywhere. And then there’s the pool — a hidden oasis that adds an unexpected layer of relaxation to the stay. Calm, pristine, and rejuvenating, it’s the perfect retreat after a day exploring the city. What truly makes the Palace exceptional, however, is the staff. Every interaction reflects genuine warmth, professionalism, and pride in creating a memorable experience. From arrival to departure, the team makes guests feel recognized, cared for, and completely at home. The Palace continues to deliver a timeless, elegant experience that keeps us returning again and again — and we’re already looking forward to our next stay!

  Apr 09, 2026
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  Great customer service

  Sam was absolutely fantastic. Super kind, professional, and incredibly attentive. He made the whole meal feel smooth and enjoyable, and his positive attitude really stood out. Service like that makes a huge difference. He was truly great

  Apr 07, 2026