Palace Hotel, a Luxury Collection Hotel, San Francisco — Hotel in San Francisco

Prior to arrival, I was encouraged when we received a welcome email from Front Desk Manager, Michael O’Sullivan. Additionally, when I reached out to the concierge for information, Juan Loera sent several pages of restaurant suggestions along with tours and sightseeing tips in the area. We were unable to meet Mr. Loera to thank him, but his suggestions were most helpful…thank you, Mr. Juan Loera!||We arrived early but were given an available Grand Deluxe King room as we had booked. Upon entering the room, we saw scaffolding draped with netting outside the windows and the windows were covered with opaque plastic making it obvious there was construction outside the room. By 2:00 that afternoon, it was evident by the saws, drills, and sanders that the building was ‘being worked on’. I went to the front desk advising them that I would likely request a different room in the morning. I was told, “We have been under construction for at least a month now and no one has complained. All of the rooms of your category face outward and will all be affected by construction. Of course, if you require a new room, we will move you.” At this point, I noted that in all of the correspondence I had with the hotel PRIOR to arrival OR at check-in, NO ONE mentioned construction!||The next morning, we requested a different room. No problem. We were moved to an interior room on the same floor which even the bellman noted was a much smaller room. Before the bellman left, we heard drills and pounding! He told us that all 3 of the guest elevators are being replaced, one at a time. They have been working for ‘some time’ and it will go on for ‘months’. ||It should be noted that both rooms had minuscule bathrooms—about the size of one on a cruise ship—but, “It is an old hotel”. Showers were within the bathtubs with problematic glass panels that folded out instead of sliding doors. We do not know if all the rooms have such small bathrooms. ||My instinct was to leave the hotel but hubby prevailed and we stayed. Due to the holiday weekend (July 4) we were blessed with no construction on our remaining 3 days.||I addressed the issue of a smaller room than we had booked or were paying for at check out. Jell, the woman on duty at the desk, was more than gracious in crediting our account, agreeing that she would have ‘requested the same thing’. We were given a $40/night credit for the difference in room prices. Thank you, Jell!||The hotel lobby is opulent—and that is an understatement! Crystal chandeliers, glass ceilings, elegant sculptures and paintings add to the luxe. Breakfast is served in this area (until 10 AM?) along with lunch (12:000 until 2 PM) and afternoon tea. We had only one breakfast here. They offer a la carte, continental ($38 per person) or buffet ($48 per person). We chose a la carte and had a difficult time getting service to order—“You want the buffet?” “No, we would like to order.” “I’ll find your server.” And so it went…We ate here only once. 2 orders eggs and toast, 2 coffees = $60.00||Lunch was served until 2 PM. We never made it for lunch but did take advantage of the little kiosk next to the dining room that is open from 7 AM(?) until evening. The young woman who operates the kiosk is a GEM! I did not get her name from her but the front desk said her name sounded like “China Sue”. I’m sure that was NOT her name and I apologize to her for not asking her for a spelling—but she is one of the BEST employees on site! She helped us with directions, recommendations for Dim Sum (YankSing) and information on the Saturday Market at the Ferry Building. We got coffee every morning and lunches to go several times. She was also courteous, respectful, and an overall delight. Thank YOU!!!!!!||The bar, The Pied Piper, opens at 5:00. Dining is available at tables or at the bar. It was a popular venue every night. We had a light meal of a shared club sandwich here just one night. With wine and beverage, the meal totaled over $200.||Location of the hotel USED to be good—generally near Union Square. However, Union Square is NOT the place it used to be. Nearly all the shopping venues—Saks, Nordstrom’s and Nordstrom Rack, Bloomingdale’s, and most smaller venues have closed. Saks has a sign on their window that says, “San Francisco is closed!” There is security at the entrance to Ross Dress for Less that check you over before you go in. A few uber-high-end jewelry and clothing stores are open by appointment only. ||Front desk personnel said it was ‘just a couple blocks’ to the cable car turnaround at Powell and Market. Actually, it is more like 5 blocks but who’s counting?||Would we stay here again? Not likely. There were not enough pluses to out number...

VERY VERY VERY BAD!!! This is not an 5 star Luxury collection. Marriot has the be aware of whats happing in this hotel its awful!

I'm a gold status Marriot Bonvoy member and sleeps around 30/40 Nights a year in a Marriot hotel. I'm known with all the brands and what to expect but this is really wrong!!

I arrived with 4 friends, we booked 2 rooms and asked if it can be connecting rooms, it was no problem but when we arrived the problem started, All their employees where yelling and shouting in front of the door with Megaphones and speakers, because this hotel didn't pay them enough salary. We stepped out of the uber and everybody jumped at us and was pulling on our Luggage that we must leave and do not enter the hotel. My friend pushed someone away and we runned into the hotel lobby, No one helped us outside, no security, no one helped us with our luggage.

Inside we check in and had to wait over 40 minutes, there was a whole line and only 1 person was working behind the desk! We planned the whole evening in san francisco but we missed our restaurant appointment because we had to wait such long in the checkin line. This is not a 3 star vegas hotel, This is a Luxury collection!

While checkin in the employee told us she didnt have the room we requested so we had to deal with 2 different rooms on the other side of the hallway. Not what you can expect from a luxury collection! So we split our groups and we go to the room.

They told us there was an Happy hour (5 - 7 PM) with free drinks as compensation for the load noise outside, But they didn't told us that they only placed 1 person behind the bar and you have to wait 32 minutes exactly to get your ''free beer'' So this was a complete scam.

In the evening we wanted to go to bed but until 23:30 we still heard the protest outside, people screaming, yelling, smashing with pan's etc.

Next day we where going to the pool and to our surprise the Hot tub was broken, alle empty, No signs nothing. Even dangerous because children could fall into it and would break all their bones.

We had an great day in San Francisco such a beautiful city but around 17:00 we had to go back to the hotel. Again people jumped at us and yelling at us when we stepped out of the uber in front of the hotel it was awful and horrible.

I checked the room and it was still not cleaned? Weird in a Luxury collection. The only thing i appreciate the most in an hotel is that they gave you an cleaned bed every day. I give them a call and they told us they will send someone, We waited for 15 minutes and no one came. I saw someone in the hallway and asked it her, she was directly defending her self and told me she didn't have time right now and i should ask some else? I walked to the lobby and asked it there at the reception, i had to wait again 20 minutes before someone was able to help me! I tried the congierge first, but it was his first day at work he told me so i could't help me? Is this serious? At the reception they promised me our room will be cleaned before 19:00 and we could go for a swim so we did because again there was a long line at the happy hour.

When we came back at 19:05 the room was not cleaned... As i expected. I walked to the reception again and directly the manager runned to me, the first time i saw this guy. He screamed for 2 minutes at me that i had to respect his employees and they are the best etc etc otherwise he was scared that they also dropped their work and go outside screaming for more salary, so he blamed it on a customer who paid over 2000$ for their 3 nights sleep.

He told me if i ever speak to her again he will put me out of the building? I didn't do nothing wrong! After that he promise to clean the room. 2 hours later? Not cleaned! I called the reception and they put the manager on the phone, he told me he didn't have people for it and we have to move all our luggage and stuff at 10:00 PM to another room... Why the hell would you rent out a room if you didn't have enough people to clean it!

Marriott fix this! And give our money back!...

I changed my service rating since the original review. As we checked out (Monday) the staff was as I would have hoped, elegant, smart, alert, appropriate and helpful! They were lovely at the front desk.

I have some How the mighty have fallen. This hotel, a glamorous wonderland in its day, has depended on its magnificent. Building for too long I think. Yes, the entry and atrium are grand and well maintained however...

The very Dorian Gray of hotels, this amazing building is a sad, overpriced embarrassment. From the cheesy, insensitive rehab (gray?! Raw LED lighting?! Lamps from hotel general casting? Art from Ikeas warehouse?! Really?!), to the scary food, this place needs a manager.

First, our two rooms had unmatched amenities. Despite paying for an upgrade, one party had less than the other. We had a bidet toilet (clean? I hope so), dirty remote (I cleaned it) in cracked holder, theirs did not. We had a small fridge that made horrid breathing sounds. Other than that, beds seemed clean and pillows safe but the night stands were dusty and dirty.

The food here is outrageously priced and awful. For the hefty commitment of $125 per person we expected elegant high tea. The waitress gave us the "wait'll you see this" smile, then served us dry, nearly empty finger sandwiches (how long had this been sitting out and what the heck is this filling?!). She got mad at me when I realized I was allergic to one of the choices and was annoyed when I noted they had it replaced with a duplicate sandwich. She grudgingly brought me some other option which was also dry - obviously this could have been done so easily and graciously but I was left feeling like I had inconvenienced her. One of my sandwiches was missing a corner. For a hundred dollars?! Seriously?! Pastries were yummy but served on dirty racks. Music ended and the hardest rolled up her harp and left while we were still eating.

The morning buffet has great options at first sight however... chicken sausage was pink in the middle, broccolini crunchy, dumplings premade and bizarre - all the stored food was in clear site. Yuk. This spectacular room deserves better. Staff is available but seems grudgy and rude.

A highlight was the security guard came up to reset our malfunctioning safe. What a great guy! Friendly! Cheerful! Popped back in to say if we needed anything to call, have a nice day etc. He should be running the entire hotel.

The sad capper is the sign posted at about 7 feet on the mirror in the bathroom. It reads something in small, complicated paragraphs that you will be charged for any amenities usually free in every hotel in the world. They include two tiny waters on the bathroom shelf where the free things are. I will be charged because I drank a 4 oz water and used a throw away shower cap. I am 5'2". I wear glasses. This sign is all but illegible and I hadn't noticed it until my daughter pointed it out. What is happening?!

This is like a sad movie. I loved this hotel in the past and it's obviously resting on its laurels. I hope they save it before its entire face is aged and...