Intercontinental Mark Hopkins San Francisco

Recent Reviews: 3297

• User:annb_uscarolina

  Trip type: Business

  Customer service needs major improvement

  06 Jun 2026

  I am in San Francisco for work for two weeks. We started staying at the Intercontinental Mark Hopkins, but ended up switching to the Intercontinental San Francisco. The customer service at Intercontinental Mark Hopkins was horrible, the employees were not friendly nor helpful. The food was overpriced (but, everything in San Francisco is overpriced) and not good. The accommodations were better than I thought considering the age of the hotel. The location was decent too. But I still can’t get over just how unhelpful and condescending the staff is. One example, I left a message for the concierge regarding a package delivery and still have not received a return call. Soci Assist, Other at InterContinental Mark Hopkins San Francisco by IHG, responded to this review Hi Ann B.,We are truly sorry to hear about your disappointing experience with us. We strive to provide exceptional service, and it’s concerning to learn that we fell short during your stay. Your feedback about our staff and services is invaluable, and we will address these issues with our team to ensure improvements. We’re grateful for the opportunity to learn from your experience and hope to welcome you back in the future for a more positive stay.- The Staff at InterContinental Mark Hopkins San Francisco

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• User:TAMAN1951

  Trip type: Couples

  Grand hotel

  23 May 2026

  Hotel is quite grand and service is excellent. Room is a good size as is the bathroom. Decent water pressure. Nice TV and channel selection. Super location. Needs a little maintenance. Hotel of this caliber should not have broken tiles in the lobby. Showing signs of wear do maintenance would push the place to a five. Soci Assist, Other at InterContinental Mark Hopkins San Francisco by IHG, responded to this review Hi TAMAN1951,We are pleased to hear you enjoyed our grand hotel, excellent service, and prime location. Your feedback regarding the maintenance is invaluable, and we will certainly address the areas you've mentioned to enhance our guests' experience. We hope to welcome you back for an even better stay in the future.- The Staff at InterContinental Mark Hopkins San Francisco

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• User:Lauren V

  Trip type: Solo travel

  Amazing service

  21 May 2026

  The service from the hotel staff was impeccable. Issa Q at the front desk was very personable, accommodating and helpful. He is a great asset to this hotel. The location of this hotel was perfect. 10 minute walk from a lovely Italian restaurant, Fino. 25 minute walk to Fishermans wharf and pier 39. The room was lovely and had everything I needed. Aubrey Yutuc, Guest Services / Front Office at InterContinental Mark Hopkins San Francisco by IHG, responded to this review Dear laurenvV8449DZ,Thank you for sharing such a wonderful review following your recent stay at the InterContinental Mark Hopkins San Francisco. We are truly delighted to hear that you had such a positive experience with us.It is especially rewarding to know that Issa Q provided such personable, accommodating, and helpful service throughout your stay. I will be sure to personally share your kind recognition with him, as I know it will mean a great deal. Team members like Issa truly help create the memorable experiences we strive to provide for every guest.We’re also pleased that you enjoyed our central Nob Hill location and found it convenient for exploring San Francisco, including nearby dining and attractions such as Fino Ristorante & Bar, Fisherman's Wharf, and Pier 39.Thank you again for your thoughtful feedback and kind recommendation. We sincerely look forward to welcoming you back again soon for another memorable stay.

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• User:EleanorShelstrop

  Trip type: Business

  A rundown outdated Hampton Inn cosplaying as a "luxury" hotel

  11 May 2026

  I understand that this hotel has a long legacy in San Francisco, but today it is a disappointing stay. TL;DR: this place markets itself as a "luxury" hotel (direct from the IHG official page), but it actually (with the exception of the lobby) feels like an outdated, poorly maintained Hampton Inn. It definitely does not live up to what you expect of a 4 star hotel in a major city.The halls and my room were full of obviously deferred maintenance -- a soap holder in the shower hanging halfway off the wall; ice machines with a "out of order" sign on every floor but the 3rd; wall doorstops broken; chipped paint everywhere. The rooms do not have amenities I would expect, such as in-room coffee (I was advised they have removed these) or power outlets near the bed (seriously, they haven't even added those lamps with power outlets in the base that so many other hotels have added to address this problem). The bathroom in my room was uncomfortably tiny and, if you're a woman, the lighting was terrible for purposes of makeup.On the good side, the lobby is indeed grand and makes a good first impression, and the bed was extremely comfortable. But overall this place definitely has the feel of a hotel trying to rest on its laurels while not making the investment needed to deliver the experience they advertise. Very much a hotel that is trying to rest on its reputation and laurels without delivering the stay you would expect.I will say that the bed was veryThis very much feels like a hotel that is doing its best to rest on its laurels as a Aubrey Yutuc, Guest Services / Front Office at InterContinental Mark Hopkins San Francisco by IHG, responded to this review Dear EleanorShelstrop,Thank you for taking the time to share such detailed feedback regarding your recent stay at the InterContinental Mark Hopkins San Francisco. I am truly sorry to learn that your experience did not meet the expectations you had for your visit.While we sincerely appreciate your recognition of our grand lobby and the comfort of our beds, I am disappointed to hear that the condition of the hallways, guest room maintenance, bathroom setup, and in-room amenities left such a negative impression. The concerns you described regarding deferred maintenance, limited charging accessibility, and overall room presentation are certainly not the experience we aim to provide.I also understand your frustration regarding the absence of certain amenities and the perception that the overall experience did not align with your expectations of the InterContinental brand. Feedback like yours is both candid and valuable, as it helps us identify where we need to focus our efforts to better serve our guests while preserving the historic character of our property.Please know that your comments have been shared with our leadership, Engineering, and operational teams for careful review and follow-up.Thank you again for taking the time to provide your honest feedback.

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• User:Saimone T

  Trip type: Family

  Great Stay

  10 May 2026

  Had a wonderful stay overall and wanted to leave a review, especially coming from someone who has previously worked in hospitality.The hotel’s historic character really stands out and gives the property a unique atmosphere. The location is excellent as well, with plenty to do nearby and easy access to many parts of San Francisco. Staying in Nob Hill definitely added to the experience.We stayed from 5/8–5/9 for two nights as a family of four and booked a Double City View room. The room was comfortable, clean, and worked well for our family. The beds were comfortable, and the nighttime city views were a highlight of the stay. Housekeeping also did a great job keeping everything well maintained.The service throughout the hotel was excellent. The bell staff and valet attendants were friendly, professional, and very accommodating. The front desk team was always attentive and welcoming whenever we needed assistance.A special thank you to Maletina, San, and the rest of the front desk staff for making us feel welcomed throughout our stay.The customer service alone deserves 5 stars. I would definitely recommend this hotel to anyone wanting a classic and historic San Francisco experience. We look forward to visiting again in the future. Aubrey Yutuc, Guest Services / Front Office at InterContinental Mark Hopkins San Francisco by IHG, responded to this review Dear saimonet2026,Thank you for sharing such a wonderful review following your recent stay at the InterContinental Mark Hopkins San Francisco. We are truly honored by your kind words, especially coming from someone with hospitality experience.We are delighted to hear that you and your family enjoyed the historic charm of the hotel, our iconic Nob Hill location, and the beautiful city views from your guest room. It’s wonderful to know that your accommodations were comfortable, clean, and well suited for your family during your visit.I am especially pleased to hear your recognition of our service teams. Providing warm, attentive, and genuine hospitality is something we take great pride in, and your compliments regarding our bell staff, valet team, Housekeeping, and Front Desk team mean a great deal. I will be sure to personally share your kind words with Maletina, San, and the rest of the team—they will be truly delighted to know they helped make your stay so memorable.Thank you again for your thoughtful recommendation and for choosing to stay with us. We sincerely look forward to welcoming you and your family back to the InterContinental Mark Hopkins San Francisco for another memorable stay in the future.

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