Rated 2 out of 5 by Shearwater No water at front desk for 3 days
It was quite upsetting when your front desk stopped giving out free water when the temperature hit 101 on Monday June 30 The bed I slept on was ready for replacement 6 months ago. Gave me a backache because the mattress sagged big time on the left side
July 5, 2014
Rated 4 out of 5 by DRPK1 Sheraton, San Rafael
I would caution travelers using AARP or AAA discounts.
Your special room rate means that you will not be given a courtesy coupon for breakfast. The actual breakfast buffet was marginal and overpriced at $14.00 per person.
This is disappointing for an establishment of this size and class. One would expect a higher quality buffet as a courtesy.
July 3, 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 4 out of 5 by allenwr Great place near city
My husband and I have to come to SF every couple of months for hospital tests. We enjoy the Sheraton's location and price. The pool is wonderful for us and the rooms are very comfortable. There is only one big drawback: the windows do not open! I have asked to have room with a sliding door and they are rarely available. You cannot ask for one in advance for some reason. I have asthma, so I need fresh air. We might have to go to another hotel I am sad to say.
June 25, 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 2 out of 5 by FWC1212 Not Great!
Initial room was not clean, scratched and itched the whole first night...Second room had no alarm clock, one of the telephones did not work and the iron was broken...Water pressure in both rooms was poor at best.
June 29, 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 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 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 ajfharnett Great place to stay in San Rafael
I've stayed here a number of times. I like the location, the value, the staff and the overall experience
June 25, 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 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 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 Ali44 Exceptional Staff
The best I have ever experienced.
June 22, 2014
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 1 out of 5 by Gvtesse Horrible cleanliness
When we arrived in the room there was an empty cup and bottle wrapper on the floor. On the second day we came back to the room in the early evening our room was made nor were our towels replaced. I called down to house keeping for some new towels twice. 50 minutes later we still had no new towels. When I mentioned these issue to the front desk was no apologies or action taken on their own. I would not stay here again.
September 13, 2012
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 2 out of 5 by GTracer10 it was just OK...
We found the King bed to be the smallest king bed ever... and it was not the comfort bed that was promised... pretty hard and unforgiving. Pillows were flat... we each used 3 to sleep with. The room looked like it got a quick once over, but was not what I would consider "clean" be any means. Also the air conditioner banged all the first night and even after they fixed it, was pretty loud the 2nd night.
August 6, 2012
Rated 5 out of 5 by whatdhek Would stay here again
I stayed here with my wife for one night during a pass thru trip. We used our points which was a bonus and really not that many points.
We were greeted by the staff upon our arrival and they were very pleasant. We even received a complimentary beverage since the bar was closed by the time we arrived.
The room, facilities and everything we nice and as expected for a Four Points.
December 11, 2013
Rated 1 out of 5 by SanjoseRA Disappointed
The lobby was unfinished.
It took us forever to get down the elevator. The housekeeping staff was going up in down in the elevator and we couldn't catch an elevator. The room heater was at 85 but the room was still cold. The bathroom had broken fixtures. The staff at the front desk was great. I'm just surprised. I've stayed at other Sheraton properties and this was shocking to me.
December 31, 2012
Rated 5 out of 5 by Nornor QUIET & CONVENIENT
This property is a wonderful way station for us and has become an even more wonderful one now that our adult kids live 40 minutes down the road from it. STAFF is AWESOME, VERY friendly and WELCOMING! The property is spotless and beautifully situated in relation to BOTH North Bay Area bridges AND a GREAT bagel shop/Macy's mall. STAY! Over and over!!
November 25, 2013
Rated 5 out of 5 by waylook What a Category 2 Hotel Should Be
Everything was right about this hotel. The location in between napa and SF was just perfect. The staff was very friendly and helpful. The pool looked like fun and I saw families enjoying it. We had a nice breakfast at the restaurant. Nothing fancy about the place, but it was solid. For a category 2 Starwood property, that's the standard to strive for.
October 23, 2013
Rated 2 out of 5 by Bunny Disapointed
We have stayed here before and liked the hotel. This time the room was cramped, no place to sit. There was not a refrigerator (we always had one before) The bathroom was small & cramped. We went out in the morning and returned at 4:30 in the afternoon and the room still was not made up. Not a great experience for $179.00 a night. No towels at the pool.
June 4, 2013
Rated 2 out of 5 by fernandez2 Good location, poor management
The first room was in the lower tower where the elevators (both of them) were not working. The second room was overlooking the pool on a 100+ day. The air conditioner couldn't cool the room. Our third room was better, but by 7:00 we had lost our patience. Jumelle (sp?) the hotel clerk was great. If she isn't a guest services trainer, she should be!
July 15, 2012