Rated 1 out of 5 by Debbie2013 Not happy with this hotel
The room was very dark; could not use the chair to relax or watch TV as it was in the corner next to the A/C unit and on the same wall as the TV; the A/C unit would not cut off once the room cooled to the selected temperature unless you manually turned it off; we booked the more expensive room rate to get breakfast included and this was a waste of money - breakfast buffet eggs were not cooked and were cold, toaster did not work well so we requested toast directly from the kitchen, coffee was not hot, pastries were dry and not fresh; waited 45 minutes for a luggage cart and when one could not be found by hotel personnel we just made several trips to the car. We would not recommend this hotel to anyone and would never stay there again.
September 17, 2013
Rated 4 out of 5 by Tjay222 Staff is the Best
Restaurant wait staff... Wendy and Maria make us feel like family. Their attention to detail is extraordinary. They were slammed with a conference one morning but they seemed to take it in stride .. providing a timely response and focused customer service to each request for individual needs.
A mix up in my reservation was quickly resolved by Leena... we were totally impressed when we saw her later and she addressed us by our last name... Excellent service.
The improvements to the exercise room is outstanding. Our business and family brings us to Marin 4-5 times year. Four points is our preferred property.
November 9, 2014
Rated 5 out of 5 by DPL2014 Hotel has great staff!
Absolutely great staff, especially for a long stay. Thank you!!!
November 20, 2014
Rated 3 out of 5 by Seiber needs improvement
Stayed for two nights. I was surprised when I pulled in the parking lot to find a homeless man sleeping in the landscaping. Check in was rough..I booked a king bed and they tried hard to give me 2 queens. Being my anniversary I insisted on a king. Finally got a king room, I was surprised it was a handicap room. Very ran down and dirty. Very disappointed. Hot tub was a cold tub. 9 PM and outside fireplace was not on. Terrible weekend for my 25 anniversary. Sheraton usually does much better. I should try a different brand next time i suppose. Randy
September 26, 2013
Rated 5 out of 5 by Annieb A nice stay!
We were pleasantly surprised with our visit. We chose this hotel to spend my husbands birthday weekend but didn't want to spend a ton of money or points. Everyone was really nice and the pool area was very inviting. It's all about value and this hotel is a good one. You won't get the same experience that you have at a St. Regis but keeping the cost in perspective, it's a 5 star hotel. It's also close to lots of fun places to visit in Marin. The scenery is a short drive in any direction. The front desk and the restaurant took great care of us!
September 2, 2014
Rated 3 out of 5 by KitchenBully Great staff - uncomfortable beds
The staff was very friendly and accomodating - always with a smile and eager to please. Our dinner was very good, portions were generous, and our server was excellent. The beds and pillows were very uncomfortable and the bathroom was quite small. Our 'cooked to order' breakfast consisted of rubbery eggs, stale freezer-burned potatoes, undercooked sausage, and extremely dry toast. This property is in a great location and has good potential, with a well-trained staff but some details could use attention - such as better pillows and a better quality morning meal - to make it a pleasant experience overall.
March 2, 2012
Rated 1 out of 5 by Notsatisfied Poor
I booked our room over a week ahead of time. A room with 2 queen beds. We get there and they say they overbooked and only had 1 king bed and no roll away bed. The front desk was supposed to bring us extra blankets at least but never did. The room smelled like smoke as did the lobby. The elevators took a long time. The shower had someone's else's hair in it and we had to call to even get it started in the morning.
April 22, 2013
Rated 4 out of 5 by DrPR Good location
Conveniently located off the 101 freeway. Great housekeeping department. My room was well taken care of during the stay. Thank you!
Some front desk staff need some training on keeping their words. Basically, staff said she will get back to me about a request. But she never did. Had to request again from a different front desk staff.
November 12, 2012
Rated 2 out of 5 by BUD29 Not Up To expectations
After staying in several Four Points hotels around the country I expected to find comparable facilities here. I didn't.
- On check-in, I asked if any better rooms were available for complimentary gold-member upgrade. Reply was that I have a nice room. Person didn't check. Room is just ok. Old, small, bathroom with chipped and broken fixtures, no microwave in the microwave space, etc.
- When making reservation was told fitness center open 24 hours. At 5am found the door open, no towels, no water. Called front desk and told room closed, hours aree 7am-10pm. What? Anyone here on business will be heading off to meetings by 7am! Asked for Gen Mgr name... then employee said ok (at 5am) to use room with exception of treadmill. Room VERY inadequate. One treadmill, one bike, one stair master, a few weights.
- Returned to my room at 6:30pm to find it had not been made up. Called front desk, told they'd been busy. Room serviced shortly thereafter.
- Air conditioning is old, wall-mounted unit that is loud, you won't be able to sleep with it on on hot nights.
May 19, 2012
Rated 1 out of 5 by Swiss1 Unfortunate experience
Dear Mr. Ott,
My husband and I stayed at your hotel last night (just one night) in SanRafael, CA location, and we were appalled with the how unclean our room was, from the used towels with boogers and mascara on them to the sheets with hair. We had to call the night staff for new towels and sheets. I'm not sure if housekeeping even cleaned the room. I regret to say that our experience last night really changes our ideal standard of service for a Sheraton hotel and we will think again before checking into to a Sheraton, even for a night.
I just wanted to let you know about our unfortunate experience just so that you are aware that this doesn't happen to other customers in the future.
Thank you for your time and attention.
February 18, 2013
Rated 1 out of 5 by DC101 A True DUMP
I am traveling on military work and needed to stay in the area, figured I would stay here at a SPG property for I love SPG and there is always a high level of service, and a very sophisticated blend of comfort. Well it is not the case here, this place has a motel feeling, not a hotel, it's not a SPG quality type facility, the wall paper is falling in areas and peeling off in random places, there is rust on the ceiling, mold everywhere, stains of urine on the toilet seat, a un-safe plug for the AC/Heat system, AC/Heat when running sounds like a generator at fool blast with major loud noise, NO PRIVACY, can hear everything, there are holes in the walls, the mattress is not a heavenly experience at all, the ceilings in the hall are falling and dripping. I feel like I am in the old barracks at the military base I was assigned several years ago. In addition, they call this a SPG Preferred Floor. Absolutely Disgusting and very disappointed. If you are looking for comfort, this is not the place. I will say-- the staff here are absolutely amazing, so kind and very relaxed, aimed to please.
November 10, 2014
Rated 1 out of 5 by Chachav Nice try
I used points for my stay, once we entered our room, it was smelly! Like old rags and musty. The room was tiny, and hot. Felt like the room that had been forgotten. As a spg member, this was what was given to me? With other brands, same category, they make sure to put you in a room they can be proud of. I've even been given free upgrades at times, i didnt expect that here, but as a member, I would simply appreciate that you dont put me in the worst room in the hotel. I called down, and they immediately brought a key up for a replacement room. But she didn't try to find the smell or identify the problem. My replacement room was fresh, larger, cleaner and did not have that musty odor. Then the next morning, while im in the shower, my boyfriend left for coffee, and I hear my room being opened and shut twice. Our room didnl't have a do not disturb sign provided, and apparently it was the maid, who we already asked to go away twice. I dont understand how these two things occured, other minor things I can overlook but this is pretty bad. I emailed the manager when he asked how our stay was, he apologized and gave a small number of points to compensate. I dont know, this was simply a mini get away and a place to rest our head while in wine country, but with staff being like this, Im definitely cancelling my reservation for october. It seems like the small number of points and apology did not cut it for me... On a brighter note, brews and bbq on wednesday night was a great surprise. It was nice to sit by the pool and have the mini burgers and beer prior to heading out for the night. They did also misplace the beer key, and beer was late! But once it was ready to go, it was a nice treat! I would stay at another four points on wednesday because of this!
August 9, 2013
Rated 3 out of 5 by Perkinsfamily Needs improvement
We have stayed at this hotel several times and have always been pleased with its features! Such a great location, beautiful patio & pool area, great restaurant, etc. This last time, however, was a disappointment. We had to call for additional towels everyday because there were only 3, or 2 or NONE left for our family of 4. One of the beds creaked with every slight move which made it difficult to sleep. And, 8:30 Monday morning we were woken up due to the hammering and banging noises from construction. Yes, we read the hotel's apology for the temporary disruption due to upgrading the fitness center but we would've chosen a different hotel or date for our weekend stay.
July 15, 2014
Rated 4 out of 5 by MJM8 Bathrooms need to be upgraded
Bathrooms need to be upgraded
November 7, 2014
Rated 1 out of 5 by Vic2012 July 2012
Checked into this hotel (even though they said I didn't have a reservation) was forced to make another one at a higher price. Terrible room down in the "dungeon" area below the pool. Great view of a wall! Room was muggy. Air conditioning didn't really work well. Also there was a dog training convention so dogs were everywhere. My husband is allergic to dogs so he spent the whole time sneezing etc.. Should have been told at check in about this!
July 24, 2012
Rated 5 out of 5 by tbkh great place to stay
We love this hotel! Won't stay anywhere else when visiting:)
November 5, 2014
Rated 2 out of 5 by monthlytraveler Caution
I booked a 6 day stay through a travel website - this hotel's policy doesn't allow refunds, so if you want to leave - you can, but then you get to pay twice. I found the rooms exceedingly noisy (the hotel sits above a couple of highways and the older through wall a/c units are mostly in the room - think jet cabin noise) The furniture is old, torn up and cheap - I unpacked into the 3 drawers provided at the end of the TV/desk console and the drawers would/could not stay closed. The bathroom was small. The staff was un-sympathetic, but did move me to other identical rooms until I found the least worst one. On a happier note - the bed was comfortable and the linens were up-market -Thank God for small favors. I travel on business once a month and I'll never stay here again and probably never at a 4-points. I'll also read the individual hotels policies more carefully ... that was my mistake.
May 29, 2012
Rated 1 out of 5 by ATL99 Very Disappointing
This was the first stay I had since achieving Platinum status. What a disappointment. The room was not up to Starwood standards (e.g., stains on the toilet seat, hair in the shower, beds/pillows/sheets that looked and felt like they had not been updated in decades).
The common areas of the hotel appeared to be nice, but the state of my room was such that I would never stay here again.
August 19, 2012
Rated 4 out of 5 by rlb57 only one hiccup
This was our second stay at your fine hotel and the only glich in the visit was when the air conditionder clicked off at around 5 AM. I was awakened by the lack of "white" noise and the sound of traffic on the freeway. We were in room 431 which has a nice view of the freeway but without the a/c fan it also comes with the freeway audio which at 5 AM is quite noticeable. I got up and attempted to restart the a/c but it had no power, it was completely dead. I unplugged and replugged it hoping that might reset it but to no avail. Finally at 5:30 it made a stange noise and the unit came back on. I told the desk clerk and she said hopfully that would be fixed when the remodel was completed.
July 14, 2014
Rated 5 out of 5 by Vidyit45 Good for business stays
Comfortable quiet stay. Good service, easy access to freeways, restaurants, entertainment, etc. Great shower.
September 29, 2014
Rated 4 out of 5 by Cheetah6 OK
I need anew SPG password so please help me with this
November 3, 2014
Rated 3 out of 5 by JGNorCA Good Stay, nothing special
The Family enjoyed the heated pool. It was also nice to Park for free, the past two Sheraton hotels we stayed at required a fee to park you vehicle.
We were grateful for the conscientious efforts for recycling.
Disappointed in the cleanliness of the room, past the Surface cleaning. Food particles found on the floor and overall needed a more thorough cleaning.
The Morning Coffee and Tea bar was not stocked with Tea. When staff was informed we were told to go to the attached restaurant and ask them. We came back later and told the same thing. Do not promise a morning coffee and tea station and not provide the tea and accompaniments. Also the coffee area was not kept very tidy.
May 16, 2013
Rated 5 out of 5 by Rick1965 Hospitality
My job requires travel and I was in the San Rafeal area on business. This was my first time staying at the Four Points by Sheraton San Rafael and I enjoyed the entire five days there. The staff were friendly and very accomadating, the room was comfortable and maintained in a clean and sanitized manner. I will definetly stay here again when back on business. Thank you staff!
October 29, 2014
Rated 1 out of 5 by Traveller29824 Felt Unwelcomed
I arrived at San Fran airport, got on my Ipad to search for a Shearton in the area. The Ipad Sheraton site quoted $111.00 special rate w/ availability, but I couldn't get the connection to go through, so I made a phone call to the hotel. I was told no rooms were available. I then decided to call the 800 number for Sheraton and found that a room WAS available and booked it, but had to payd $157.00 since I was unable to do the online booking. When I arrived, the young woman who checked me in was the one I had called earlier. No "glad you are here" just "yeah, you were the one I talked to over the phone." When I explained the situation, I asked about the rates, a which time she said they NEVER had rates that low. I didn't argue, just paid the higher rate and checked in. The ice machine was broken, there were holes in the bathroom door. Sheets and linens were clean, and glad I could open the door for fresh air, but all in all I would not stay there again. I had booked for two nights, but couldn't wait to leave. We were actually planning on staying in the area for 4 nights, but left after the first.
May 17, 2013
Rated 3 out of 5 by igiveup disappointed
Small inconvience but still had expectations. Coffee pot did not work, there was no clock in the room and no remote control in the fitness room. I expected more from this hotel.
September 15, 2013
Rated 3 out of 5 by CodeMonkey Old hotel with new hotel price
I believe I was told it was built in the '60s, if that tells you anything. Each room has a small in-wall AC unit that, and most of them are pretty old. Very few of them have newer digital units with a thermostat. They are all EXTREMELY noisy.
The beds are hard. The bottoms sheets are not fitted and come off in the middle of the night. I don't know about you, but I don't like waking up on top of a bare mattress that isn't mine. The pillows aren't much better. At the least the quality of the linens is pretty good.
The bathrooms are pretty reasonable, but I've had many issues with the shower heads. They are usually so clogged with mineral deposits that I've had to call for maintenance.
The front desk staff have generally been superb. I've rarely had issue with them. I believe there was only one female sales manager that was ever rude to me (but with a smile). If anything, they make my stay.
The dining staff on the other hand are routinely rude. I hate dealing with them. Don't get me started on the quality of the buffet. The maid staff seem nice, but will crush you with carts in an elevator. They really need to wait for an empty elevator.
July 3, 2012
Rated 1 out of 5 by Jackie27 FOUR POINTS BY SHERATON SAN RAFAEL, CA
Undersattfed, dirty, unkept, and in need of restoration.
February 23, 2013
Rated 2 out of 5 by KoJoe It was just another old hotel
Will never recommend this hotel
May 26, 2012
Rated 5 out of 5 by LinB2 LOVE the beds
I felt the only think lacking was the restaurant food. Not much to choose from and because the restaurant was empty the waiter seemed to hover a bit too much. The food quality was just ok.
Additionally my 24 year old grandson went out side for a smoke at about 9 pm and there was a hooker who made friends with him. Although he didn't feel intimidated I was shocked!!!
September 3, 2014
Rated 3 out of 5 by LK35 July stay
We are SPG members, have stayed at this hotel a number of times over the years as our family lives in the area. This time we paid the highest rate ever and received less for our money, and we had to pay full amount in advance with no cancellation to even get the rate we did.
We considered reservations for 5 days at Christmas but found that the same policies applied, so we have reserved else where. this hotel in the same area,does not require full payment in advance and even offers us breakfast at the same price for 4 points. You have lost a long standing good customer.
July 7, 2013