Rated 5 out of 5 by Hai123 Great staff
All the staff who interacted with us were so nice and friendly, especially Michael at the front desk, and the hostesses at breakfast.
August 19, 2014
Rated 3 out of 5 by Beri Nice calm retreat
Quiet place for relaxation
August 20, 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 2 out of 5 by Gary5465 needs improvement
The carpets were stained. The ac would not turn off at night. The food was mostly overcooked and deforsted stuff..Asked for a digital clock six times till they got it from another room…Not enough staff...
August 16, 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 universalcalifornia great stay
took 4 rooms was very happy
August 17, 2014
Rated 2 out of 5 by PaulainVa Not up to Par
We were disappointed in this Sheraton.
We had a long trek to our room. Walking through miles of corridors from the parking lot was not fun each time we left and came back.
The room itself was a bit shoddy and tatty. It did not feel luxurious in any way. Our view was the back end of the pool maintenance area. Not the pool itself, oh no.
This was not a relaxing place to stay.
August 12, 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 ll12867 Not up to usual Sheraton standards
Two nights in a row my breakfast card wasn't picked up from my door overnight, neither was my Go Green card. The first day I went to the breakfast buffet, which was horrible, the second day I left the hotel for breakfast.
Full trash cans outside the front door. Bathroom was ok but products were cheap looking. Horrendously loud AC unit.
I normally stay at Sheraton but not Four Points. I'm not sure that I will again.
The staff were nice and apologetic about breakfast, but two days in a row? Someone should have followed up.i checked out a day early so I could stay elsewhere.
July 30, 2014
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 2 out of 5 by jjenn surprised by Sheration
I just felt this hotel was substandard compared to other Sheraton's I've stayed.
The beds were not comfortable, cob webs on the ceilings.
The breakfast was nice but the food could have been hotter.
August 11, 2014
Rated 5 out of 5 by Pixiemom Great Hotel
The staff at the hotel are so kind and helpful! They make you feel welcome and are so willing to help with anything you need. We love this hotel and will definitely be back!
August 11, 2014
Rated 3 out of 5 by aine47 Disappointing Experience
All the public areas of the hotel are very nice. The staff were friendly and professional. My room was clean but there were several areas that need immediate attention. Torn and missing curtains and a gaping hole where the air conditioner was installed on the outer wall. Printer in lobby was not working and one of the two computers in the 'business center' was not working. The one ice machine on my floor was empty. Unfortunately, I can't look beyond these issues and comment on what should have been a great experience.
July 31, 2014
Rated 1 out of 5 by Jake200 One of the worst
We checked in at midnight and went to our room only to find that someone had been in the bed (tv on, pillows moved and covers pulled back). Went back down to the front desk and she said no, that there night person had just checked the room. (my guess is that he hung out in there and forgot to put it back to 'new' status). Was assigned another room on the 0 level...GROSS...the outside door right outside our room was propped open - so basically no security. The curtains were hanging off from the rod, the air conditioner didn't work but by now, my children, husband and I have hauled all of our luggage all over the hotel. The front desk person was unapologetic....I mentioned it again in the morning when I checked out and the staff again was unapologetic. Would never recommend this hotel to anyone - truly an awful experience.
August 4, 2014
Rated 3 out of 5 by jman123 This hotel is lacking for a Four Points
The room I stayed in was missing key essentials: refrigerator and an alarm clock.
August 11, 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
Rated 3 out of 5 by CMMM2014 Good Overall..but
We were satisfied with our stay but disappointed there was no microwave or continental breakfast that other less expensive hotels offer. We had to go out and buy breakfast every morning.
We had a 2 queen room but it felt cramped.
Our beds were awesome. The pool is set up nice so that it had enough furniture and trees surrounding it to make it private. Very comfy lounge chairs.
August 6, 2014
Rated 3 out of 5 by dave6 This hotel needs upgrade
Room not ready at time promised. Had to return later. First room was shabby. Big scratch on TV, plastic curtain closest to window was torn, rug on first floor by elevator dirty looking & stained. Asked for a second choice. Room on second floor very much better. Only problem was the confusing air conditioning system: one on wall and one by window. Which to use? Finally, after calling for help and no one came, just unplugged what I could and slept w/o air on.
Finally, at these prices, many hotels provide at least a modest breakfast, like
juice and a roll.
July 22, 2014
Rated 2 out of 5 by hk913 Disappointed and would not recommend
Good location for the North Bay Area, but the hotel was very dated. The rooms require renovation/updates. Staff was very friendly and helpful.
August 6, 2014
Rated 4 out of 5 by wxyz1234 Good this time.
This stay was very nice, because I had a quiet room.
August 7, 2014
Rated 3 out of 5 by EileenB SPG in Marin
This is the ony SPG hotel in Marin. The hotel is in San Rafael. Four floors, pool/hottub, restaurant, work out facility. My only disappointment was the parking lot was not tidy. Trash, empty bottles. Gave a sleasy feel to resort.
August 4, 2014
Rated 2 out of 5 by Starfan Bad Service
We recently booked this hotel to stay for our daughters wedding. We were trying to get information about their group rate. We called several times and emailed with no response. We were finally able to get ahold of Shannon, who was very helpful. We and some of our guests had trouble checking in and we were unable to get a cup of coffee at 9:50am because they stop serving at 10am. Our wedding guests were disappointed. It's a nice hotel but the customer service is the worst of any Sheraton I have stayed in.
July 11, 2012
Rated 4 out of 5 by stxkate Many, many nights
I have been spending about 40 nights a year here for the last 4 years. I've witnessed many changes in staff. My last stay here was a disaster. Things improved tremendously last week when I was there. The maid service continues to decline. I have to call for towels almost nightly. I left an ice bucket with melted ice in it on the corner of the desk. After the first day the bucket was not removed, I purposely left the bucket on the desk. The bucket stayed there for 4 days. One day my room was not made up which was an improvement over my last stay when my room was not made up 3 nights. The fitness center is terrible. The wait staff in the dining room is a delight which makes my stay at this hotel a pleasant one. Hannouz and Esmeralda are very warm and welcoming every time I come here.
September 19, 2012
Rated 5 out of 5 by RJJPJJ Comfortable bed, free wi-fi and free bottled water
I really liked my stay. Extremely comfortable bed and the pillows were plentiful and perfect....not cheap feeling. Loved the easy access to wi-fi in my room with no code and no hassle. The free bottles of water in my room was a nice touch too. AC worked good and wasn't noisy. Also it was nice not having to leave for dinner and breakfast- both meals at hotel restaurant were tasty with fast and friendly service. I will always stay at this hotel if I am in the area....definitely was a great place to stay.
September 2, 2013
Rated 3 out of 5 by lmarieh Opportunities for improvement
For the rate for the room, I was not impressed. Here's why. There are some easy fixes for a lot of these issues.
- We asked for a quiet room and received the room across from the ice machine and next to the elevators.
- The over three foot pile of dirty towels sat across the hall from our room all weekend.
- There are dark water and mildew stains on the ceiling from previous water issues with gaps in the finish of the ceiling.
- No coffee was left for us for the in-room coffee machine - we had to go down in the morning to ask for some.
- After an hour of no available towels at the pool we went to the front desk to request this - about 30 minutes later they finally brought some. The dirty towels at the pool are left overflowing - I'd recommend a larger bin to hold them to keep things looking more tidy.
- No way to order breakfast or lunch at the restaurant at 11am on a Sunday - we were given directions to a nearby Starbucks.
- Housekeeping knocked on the door several times around 9:30am and 10am while we were still sleeping and then yelled back that we should put the sign out - we would have but there was no sign available for us to put out on the door. Please ensure each room has a do not disturb sign.
August 4, 2014
Rated 3 out of 5 by JOJO999 Not Great
The 1st room I got the TV didn't work and the 2nd room the key card didn't work. 3 trips to the front desk was more than I wanted. The whole facility seemed be from the 80's with jagged hallways etc. Overall not worth $150 a night.
August 2, 2014