Big Disappointment with a Twist
This review has been hard to write. First the location on Nob Hill may have been prestigeous in history, but today it is out of the way for those wanting the true walk about San Francisco experience. The trolleys do have a stop behind the hotel and down the hill which allows for a great ride, but you still must wait in long lines to get on. Forget about the Top of the Mark being something other than a wonderful view. The once famous hot spot is now just the basic hotel restaurant. You know the one they have to have to earn a certain star. Think running children and cheap placemats. A diner with a view. The hotel rooms were nice and I would give them an above average for decor and comfort. We had a lovely front facing bay view. However do not expect any internet! Remember we are in the heartland of the U.S. computer industry. For some reason this property was left in the 19...(when did we not have internet)! The hotel entrance was a traffic disaster with cars almost to the front door, juggling valets, bellhops, conventioneers and tourists. The lobby was tiny and as there was a convention in full swing in this relatively small hotel the convention overflowed into the lobby so there was no other guest seating, or corner to hide. The desk staff had attitudes and were most unhelpful and surely. When I asked for a manager an arrogant desk clerk claimed the title and was no help. I travel a lot so I demanded to see the true full manager of the hotel. I am a paying Intercontinental Loyalty member so I made a few calls and wham, the "Twist". An incredible, helpful, friendly capable manager! She came to our room to listen to our complaints and then acknowledged our concerns, apologized for the true and lousy internet (complete new system on the board for Jamuary, 2013), the lack of any gracious dining, rude desk help etc... She knew our complaints were not frivolous and made arrangements for a car and driver to take us to the sister Intercontinental in the Financial district which has quality internet and a gourmet restaurant, full facilities and a pool. This was a true Intercontinental. I realize all chain hotels and locations are different, however at the level of the chain there should be some consistant standards, and the Mark Hopkins has been left to live off of its history and former glory.. Intercontinental I hope you give your dedicated manager something concrete to work with and allow investment in this historic property.