Bad

Liked: I am a loyal customer of this hotel, every time in San Francisco I stay in the Palace Hotel. But, probably never again.
Disliked: Even though I informed the hotel several emails, I cannot come because US government restricted entrance for the foreigners, so it is beyond my control. However money were withdrawn in a full amount. I didn't get any response on my several email and text on booking.com, from the hotel side, no any proposal or solution. It is totally disrespect from the hotel to a loyal customer.

Exceptional

Exceptional

5 star with a big...

Liked: Clean, lovely common parts, mostly friendly staff, great pool.
Disliked: Unhelpful management. Had to make changes to booking due to pandemic. Booking.com App did not allow dates to be modified so had to cancel an extension I had booked to my stay. Cancellation fee to be paid. Booking.com sent me an email saying they were waiting for response from Palace Hotel re waiving fee. Front desk manager suggested I had made a mistake by cancelling rather than modifying. This was not possible. Management at Palace would only repeat that as it was a 3rd Party booking it was out of their hands and they had received no request. I asked them to be proactive and investigate. They repeated same response passing responsibility back to customer even though I had contacted booking.com and done all I could do. Management sent me an email saying they had no way of contacting booking.com. Desk Manager walked away from discussion. This was all after a 9 night stay which I had extended to 18 nights before the pandemic implications escalated. A lovely hotel in many ways but this was not 5 star service.

Exceptional

Good

Expensive but beautiful

Liked: Opulent, friendly and comfortable. Location superb!!
Disliked: No tea or coffee facilities in the room. Expensive

Poor

Liked: Nothing
Disliked: Everything

Poor

Liked: The chocolate shop
Disliked: The staffNo spaNo salon