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“Old hotel, badly needs improvement”

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InterContinental Mark Hopkins San Francisco
Ranked #61 of 230 Hotels in San Francisco
Certificate of Excellence
GreenLeadersGold level
Reviewed 30 March 2012

I think the Mark Hopkins has lost its sparkle. The rooms are small with old furniture. However, they still keep the rooms clean. Service (especially Housekeeping) was really bad. Took them more than the usual time to respond. Area around the hotel is very dark at night. Not much restaurants in the area. You will have to go further down going to Union Square.

  • Stayed: July 2011, travelled with family
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2  Thank yaynte
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at InterContinental Mark Hopkins San Francisco, responded to this reviewResponded 2 May 2012

yaynte,

Thank you for your feedback. We take our guest comments very seriously and always strive to provide comfortable and friendly accommodations. We’re sorry you received service which was unacceptable. We hope that you give us a chance in the future to show you how great our hotel is.

Ben J
IHG Care

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1,632 - 1,636 of 2,545 reviews

Reviewed 30 March 2012

A good hotel, but some improvement needed. The good points: friendly service, clean room (if you don't inspect too much), nice little touches (slippers, umbrella, apples at reception). Areas for improvement: mattress sags and should be replaced, windows are thin and you can hear sirens and the like throughout the night and early in the morning--double panes would be nice, walls are thin too and you can hear neighbours and people in the hallway, bathroom is a bit small with not much counter space.

Not a big deal, but there are only 2 elevators, so the wait time can be quite long sometimes.

However, for a few nights stay, the hotel was good enough.

  • Stayed: March 2012, travelled with friends
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1  Thank ATravelBug23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at InterContinental Mark Hopkins San Francisco, responded to this reviewResponded 1 May 2012

ATravelBug23,

Thank you for your review and being so detailed in the good, the bad and the very good! Whilst I am pleased with the good and the really good comments, I truly value the bad comments as this gives us the opportunity of improving what we already do. We will address these points and I hope that when you return you will see the improvements that have been made.
Thank you again for your review.

Ben J
IHG Care

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Reviewed 28 March 2012

Average at best. The hotel could use a remodel & a freshen up. The location is good & the rooms are fine but I feel there are better places to stay for the same price. The elevators are a bit of an issue, you always have to wait for them & they are a bit small. The view at the Top of The Mark is great but the place itself feels dated and run down as well.

  • Stayed: March 2012, travelled on business
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1  Thank Mre914
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at InterContinental Mark Hopkins San Francisco, responded to this reviewResponded 30 April 2012

Dear Mre914,

Thank you for your review of your stay. I am sorry you did not find our hotel to your liking. All of our reviews are evaluated by management, and your review is no exception. We strive to provide the best guest experience possible, and may use some of the feedback you’ve provided to further improve our service. I hope you will consider us again when in San Francisco.

Thank you again,
Brenda J.
IHGCare

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Reviewed 25 March 2012

Stayed here a couple of nights. The hotel is situated walking distance to piers and union square for shopping. I love city holidays and being able to walk, if you do to this is the one for you. Hotel is lovely, staff professional and friendly, food is great and the rooms are nicely laid out and furnished. I shall return with my wife, who is super jealous !

Stayed: March 2012
Thank RichieDubai
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 March 2012

The Mark Hopkins is everything it should be for what you are spending. We reserved two rooms, one was a standard double for our daughters and the other was a two room suite. The standard room was just that, could have been any hotel room. The suite was beautiful -- very spacious, very clean, enormous bathroom (do wish they would have a door where the toilet area was). For the suite, our bathroom amenities were upgraded from the standard room, we were brought a complimentary small bowl of fruit with two waters/glasses and the newspaper is not just left at your door, but hanging from a bag so there is not need to bend over to retrieve it.

The location was good for us. We walked around Chinatown one afternoon -- it is right down the street. We also wanted some crab, so we headed for Fisherman's Wharf. Note: we inquired about taking a cable car and was told it was $5.00/pp. Instead, we grabbed a cab for $10 for all of us. I guess we missed the ultimate S.F. experience, but, in our defense, it was awfully cold out!

We headed to the Top of the Mark one evening. Wow --beautiful and you pay for it. Almost $300 for 4 martinis, 2 beers, 2 large apps, and 3 desserts. The service did surprise me -- it was downright surly. I didn't find a lot of smiling waiters anywhere in this town (I must be too used to "Southern hospitality"), but for a special experience like the "Mark" they could at least be friendly.

The main reasons I did not award the Mark Hopkins with 5 stars are because they A) failed to tell us about the complimentary breakfast upon check-in (a friend booked the rooms for us so we did not research beforehand) and B) the valet service "lost" our car for almost 1/2 hour one day (when we were scheduled to meet friends and it was very embarrassing to give the reason why we were late -- our "5" star hotel lost our car?). Regarding the breakfast, we even asked the front desk one morning where we could grab a quick coffee and they pointed us to a local Starbucks (we passed a little placed called Cable Car Cafe and enjoyed crepes instead). On the morning we were leaving -- a Monday -- as we checked out we were asked if we had enjoyed the comp breakfast. When we showed surprise, they recommended we go up right away and eat. We did and it was truly sumptuous. The morning servers could not have been more responsive and helpful. Obviously the views are spectacular from the Top of the Mark and so was the food -- souffled potatoes, large bowls of fresh raspberries, German toast, etc. Don't miss it!

Regarding the car -- ??. How do you lose a Suburban?

Room Tip: The views from Room 1718 are wonderful, with views of the Golden Gate Bridge peaking between two bui...
See more room tips
  • Stayed: March 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Codeedo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, ihgcare at InterContinental Mark Hopkins San Francisco, responded to this reviewResponded 24 April 2012

Dear Codeedo,

Thank you for taking the time to write a review of your stay at InterContinental Mark Hopkins San Francisco. Your feedback is very important to us as this assists us in continually improving the services and facilities we have to offer to our guests.

We would like to express our sincere apologies for the shortcomings you experienced during your stay with the valet and front desk staff, and for the inconvenience this has invariably caused you.

I will be sharing your feedback with my team and we will use this as an opportunity to improve our service. Though I would prefer you had a better experience at the hotel, I would like to thank you for providing your feedback and alerting me to the problem. I was glad to hear you were able to enjoy our views from Top of the Mark, which are spectacular!

We thank you for having chosen our Hotel. We take this opportunity to send you our best wishes.

Thank you and best regards,
Brenda J.
IHGCare

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about InterContinental Mark Hopkins San Francisco

Address: 1 Nob Hill, 999 California Street, San Francisco, CA 94108-2228
Phone Number:
Region: United States > California > San Francisco > Nob Hill
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#14 Green Hotel in San Francisco
#34 Luxury Hotel in San Francisco
#44 Romantic Hotel in San Francisco
#55 Business Hotel in San Francisco
#65 Family Hotel in San Francisco
Price Range: $228 - $783 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — InterContinental Mark Hopkins San Francisco 4*
Number of rooms: 383
Official Description (provided by the hotel):
HISTORIC GRANDEUR ON THE CREST OF NOB HILL As splendid now as when it opened to great fanfare in 1926, InterContinental Mark Hopkins San Francisco is one of the city’s finest hotels with a long legacy of service excellence. Located at the crossing of three cable car lines, the venerable landmark is minutes from Union Square, Chinatown, and the Financial District. Fisherman’s Wharf and the Golden Gate Bridge are short drives away. ... more   less 
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Also Known As:
Intercontinental Mark Hopkins San Francisco Hotel San Francisco
Intercontinental San Francisco
San Francisco Intercontinental

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