Rated 5 out of 5 by justmarried2014 excellent customer service!
stayed here for a weekend with our wedding party and the staff was very hepful- from discounted rates to arranging meals, they were excellent.
the rooms and amenities were nice, met our expectations. could use some nicer bathroom products.
June 24, 2014
Rated 4 out of 5 by matt65 Business Hotel
I stayed there for a little over a week and enjoined my stay there. A little noisy to due to HWY101 nearby and the construction work in the hotel.
June 24, 2014
Rated 5 out of 5 by Yzerman2014 Great location, comfortable stay
I stayed for conference that was located in San Rafael. It was a quick 5-10 minute drive to there. The views were great outside the hotel and the staff was very nice and helpful. I did have breakfast one day at the restaurant downstairs and it was delicious. I would definitely use this location again if I had to stay out this direction.
June 21, 2014
Rated 2 out of 5 by AmbiCoaster Has its ups and downs
When I first arrived, I was assigned a room which had its windows left open so that a huge ball of insects was hovering over the bed and the closet door was off its rails, rails that were completely misaligned to the point there was no way to put the closet door back on the rails. Then the moulding next to the closet fell off with a dull thump as I sat there looking at it. This felt a bit like the old TV series "Green Acres" where the entrance to the house was via the bedroom closet. I was waiting for Eddie Albert and Zsa Zsa Gabor (or a ruminating cow or two) to stick their heads through it and greet me. And I couldn't get the Green Acres theme music out of my head... However, Johnny, the night clerk at the front desk rose to the occasion and arranged not only for me to be moved the next day but also provided a week's worth of complimentary buffet breakfast coupons. Okay, I understand that sometimes there are ruts in the road of life but 4Points San Rafael stepped up to the plate and remedied the situation the best way it could. I wasn't thrilled but neither was I annoyed to the point I went ballistic. On the other hand, the kitchen needs a little stepping up to do where breakfast is concerned--those scrambled eggs at the buffet breakfast line invariably tasted like little yellow chunks of gravel. I was attending a conference at a nearby university and if a college cafeteria can beat a commercial café/restaurant at mass-produced scrambled eggs, then that café/restaurant had better improve immediately!!! Moreover, the water pressure in the room needs lots of work--no matter how high I turned the dial, the water coming out of the shower head was but a dribble. It took forever to take a shower. All in all, the (new) room was quiet (mostly) and I could get some sleep. But this place needs lots of work that even attentive and helpful staff cannot mitigate.
June 23, 2014
Rated 5 out of 5 by Ali44 Exceptional Staff
The best I have ever experienced.
June 22, 2014
Rated 4 out of 5 by KMCR Great location. Only one complaint.
The air conditioning unit in the rooms was very noisy and constantly running. There was no way to turn off the fan coming out of the white units in the rooms. Even when the temperature reached the setting on the thermostat, the loud fan kept running. It was very annoying and made it difficult to sleep. I asked for a different room, which the staff was very gracious about giving me, but the noise was the same in both rooms. The staff was very helpful.
June 18, 2014
Rated 1 out of 5 by Ana77777 Ms Ana
Just need to say this was the worst SPG experience I have had. Started out where I was placed in basement area in a stuffy mildew smelling room. Then moved two floors up to a smokey room- again stuffy. Asked to move a third time and was told there were no rooms- unless i went back to the basement. i Moved all my luggage on my own with a broken foot. Worker eventually brought me a cart to place my own luggage on it and I pushed it myself two floors down.
By time I checked into my room it was an hour and a half later. Then realized ice machine was broken and I had to go two floors up to get ice. So, no, I wouldn't recommend this Hotel.
May 13, 2013
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 3 out of 5 by Tomcat Advice & Amenities
We were not told until check-in that the hotel was undergoing some kind of repairs which involved loud air-hammering below our room. Although the noise was between 10:00 a.m. & 5:00 p.m., it was still very loud when we were in the room during that time span.
The TV system in the entire hotel, we were told, does not offer The FOX News Channel.
FYI, FOX is the most watched Cable Channel on TV according to all surveys. We depend upon it for the real news.
We have stayed at this hotel a couple of times a year for about ten years since it is near our grandchildren, and, is a "SPG Hotel". This time, it was not up to standards even though the room rates were higher than ever before, BY FAR! $600.00 for 3 nights at this hotel was probably 50% more than in the past and with no breakfast included! Our SPG loyalty was not well-rewarded this time!
P.S. The pillows are so huge, it's impossible to sleep on them without awaking with a stiff neck and headache!
June 16, 2014
Rated 2 out of 5 by TerryMarin Bad experience
Booked 3 nights and 2 rooms
First night: Someone (Guest, house keeper or ? ) opened the room at one of the rooms at middle of the night.
Front desk staffs provided various reasons at various time. Who knows what was going on
Trying to change room in the morning and said no room available even we are SPG Platinum member
Cancel the rest of the reservations and had to change to another hotels
Front desk staff promised 5000 spg point compensation but nothing happened
No refund for the balance of the stayed (prepaid)was given till we called the hotel a few days later
June 9, 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 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 DEVILDOG BIRTHDAY SURPRISE STAY
ROOM SAFE INOPERABLE AND WAS NOT REPAIRED OR REPLACED - MECHANIC ON DUTY COULDN'T CORRECT DEFECT - HE TRIED QUITE HARD.
A/C DID NOT WORK PROPERLY - REPORTED BUT NOTHING DONE TO CORRECT.
MAID SERVICE TO REFRESH ROOM - LATE, BUT EVENTUALLY DONE AFTER 1:30PM.
FRONT DESK AND RESTURANT SERVICE VERY GOOD.
ALARM CLOCK COULD NOT BE SET FOR AM WAKEUP, ONLY PM
June 5, 2014
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 5 out of 5 by Burny this hotel is great
It was very comfortable. It was great for our guest to be able to be at a hotel that was enjoyable. Great for our daughter's wedding. Wish we had more time to enjoy the hotel area.
June 6, 2014
Rated 5 out of 5 by Sagewood Location and Great Service
Great location, immediately adjacent to US 101, and convenient to shopping, restaurants, and services. A very welcoming front desk staff, excellent housekeeping, and nice facilities make this hotel top drawer. Superb outdoor pool.
June 4, 2014
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 3 out of 5 by fred1961 Business owner
The room was tired.. Need to repair rips in window drapes..
Bathroom smelled like vomit.
To small of room for the money I spent.
complimentary breakfast was just a normal buffet and staff was overwhemled with the morning rush.
Drinks from the bar were expensive. One draft beer $7 .Can go across street and buy six pack for that same price.
June 2, 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 2 out of 5 by GJ22 Sorry we stayed here
Room was smelly and the carpet was dirty. Bathroom had ripped wallpaper. I was shocked that a Sheraton would be so dingy. Yuck!!!
June 2, 2014
Rated 2 out of 5 by MedicalTraveler Don't stay here
Failed to deliver room service; poor air conditioning—room was hot at night; because steak house was closed menu was limited, low quality amenities, few and thin towels.
May 31, 2014
Rated 5 out of 5 by Burny This hotel is great
It was comfortable, relaxing.
We enjoyed it very much.
May 30, 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 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 5 out of 5 by TwisterMax Would Recommend this hotel
Front Desk staff are friendly and accommodating. This hotel is close to everything you possibly need. Will definitely stay here again.
May 28, 2014
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 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 3 out of 5 by Tom78 Poor service
I try to stay at Four Points whenever I go to the Bay Area for work or pleasure. Usually the staff is wonderful and I get the breakfast.
This time was not so wonderful. I realize the hotel was very busy. I was stuck in a meeting downtown and had my wife and mother in law check in at 4:20 pm. The staff was very difficult and the rooms were not ready. We were eventually given a handicap room. When I mentioned my displeasure to the staff in the morning no one cared. The air conditioner is way too loud
May 18, 2014
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