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 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 1 out of 5 by Julie48A So Disappointing
I had a one-night reservation at the Four Points in order to get a good sleep before an intensive training. I was alone, but put into an adjoining room with a very noisy couple. After midnight, I finally asked the front desk to help, and the staff was very helpful and friendly. The couple didn't quiet down, however, so about 1am I had to pack up all of my belongings and move to another room on another floor.
So instead of a good rest, I had about 5 hours of sleep and a very frustrating experience. Putting a single person in an adjoining room isn't considerate, as the thin door that connects the rooms means everything can be heard between the rooms.
I talked with the front desk on the way out in the morning and the clerk merely said, "Too bad." and made no effort to find out what happened. It would have been so easy to have sent me off feeling just a tad better about a miserable night.
I then submitted an email online describing the situation and my disappointment and never received an answer.
I am sincerely sorry that I wasted money staying in this hotel, and will certainly never do so again even though I am in San Rafael frequently.
December 9, 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 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 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 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 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 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 4 out of 5 by BukitSandy comfortable stay, I recommend!!
Clean, free wifi, breakfast, spacious rooms, free parking!!
I would stay here again next time.
January 3, 2015
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 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 SouthernBorn I return time after time...
The staff and the service they deliver is superior. The facility is clean and well maintained. The remodeling has caused no disruption to guests and, when complete, should bring an excellent rating in the only category I rated otherwise. The ravages of time bears on us all, but the hotel is fortunate to be able to renew itself. I commend them for exercising that option in a remarkably unnoticeable manner.
December 9, 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 5 out of 5 by Mike22925 Very relaxing
I was greeted by Liz in Reception when I checked in. She was very helpful and friendly. Overall very satisfied with my stay here.
December 8, 2014
Rated 3 out of 5 by Dawncc1 Staff support needs addressing
I stayed one night. The room was nice. Unfortunately, there was no sugar/creamer/stirrer packets. I called housekeeping 2 times with no answer.mmi called the front desk but no one ever came to to the room. Mi had to get dressed and walk the halls looking for housekeeping...
I attended a seminar in the Marin I & II Rooms. The bathrooms ran out of toilet paper that I reported to the front desk. The next day the bathrooms ran out of soap...seriously, this is some basic stuff that does not speak well of your organization... :(
July 13, 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 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 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 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 1 out of 5 by Rundown2014 Rooms in need of a serious upgrade
The room I was given (252) was old and outdated and had a strong smell of cigarette smoke when the air conditioning unit was turned off. The carpet was dirty and had not been vacuumed prior to my arrival. Bathroom appeared to have been quickly wiped down and the towels were not stocked. The toilet seat was so old you could see spots where people had sat and worn off the coating.
July 22, 2014
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