Rated 3 out of 5 by TRex65 Could improve
The room seemed cramped compared to other Four Points I have stayed at. The desk had no office chair, so I could not spread out and do any work there; I had to sit in an arm chair with my notebook on my lap to do work.
July 18, 2012
Rated 5 out of 5 by Karen46 Relaxing Place to Stay
I really enjoy everything: how easy it is to check-in, room, pool area, breakfast. and ease of checking out.
September 10, 2013
Rated 2 out of 5 by XYZX Trashy hotel
Carpets were dirty, curtain torn apart. Outside my room, pillows, covers and food leftovers were staying for hours before somebody took them. Very bad first impression.
July 20, 2012
Rated 3 out of 5 by joLily Nice enough
The staff were lovely and welcoming. Checked in late and I didn't need much but a place to sleep so not a lot of staff contact but the few I did encounter were very warm and welcoming.
The room was average at best. A couple lights were burnt out. I had a couple things that I wanted to store in a refrigerator but there was none. The heater was part of a wall air conditioner and not very effective. Without a thermostat I had to either turn the heat on or off which meant getting up a few times in the night to adjust that. The room and the bathroom in particular were quite cold in the morning and never warmed up sufficiently to take a comfortable shower. I didn't use the tv, so not sure how that was.
The decor was not only out of date but a little shabby. Things were clean and I felt sanitary, but the fixtures in the tub/shower were old and deteriorating.
This would not be a hotel I would recommend to anyone wishing to have an extended stay and I would not likely visit it again when I could find comparable accommodations at a lower price. I wanted something more comfortable, more to the standards of other Starwood hotels.
January 29, 2013
Rated 4 out of 5 by Christine Nice but smelly
Room was nice and clean. The free internet was easy to use.
Free water is a nice perk.
Only problem was the hallways smell like a nursing home.
May 17, 2013
Rated 4 out of 5 by Lyn63 One problem
The only thing that bothered me were the towels. They were rough and almost crunchy. Use some Downey! Everything else was great!
February 11, 2013
Rated 5 out of 5 by California Lots of Smiles
I was satisfied and would stay again. Bed comfortable. Quiet and good nite sleep. Everybody with smiles and great attitudes.
April 4, 2013
Rated 3 out of 5 by Room368 Restaurant needs attention
Restaurant has cold eggs in morning and burnt bacon n sausages,sometimes fresh bacon is raw,,,,pretty disgusting,,no cheese blitzes,,man in walker uses his bare hands to pick up sausage from cold bin,,where have his hands been?,,health hazard,,milk n juices are warm,,unhealthy to drink,,,,omelet chef like us have to toss dirty dishes from stack to find clean plate,,,need more bagels in morning n dannon yogurt please,,spoons for cereal often have oatmeal droppings,,,more bananas please too,,
Rumored steak used to be better cut than now
Servers are the best Carmen,,Wendy,,Ana,,Daniel,,Marcelo,,,front desk great,,Gina,,heather,,Michella,,,summer,,
June 10, 2013
Rated 5 out of 5 by Rancher Among the better FourPoints
I usually stay in this hotel every 4-6 weeks. The staff are reliable and attentive. The rooms are quite comfortable, if compact (lighting is great). The poolside rooms are very quiet and the views of the coastal range from them unsurpassed. The internet ALWAYS works, the TV station selection is much better than that found at most Starwoods, the guest laundry room is superb. A high-end regional shopping center with a number of above average restaurants is within walking distance. Platinum recognition is the norm, even though there are no real suites or larger rooms.
There are a few negatives: until recently, the breakfast buffet was among the best of any Starwood property. The chef made some truly wonderful thin crust breakfast pizzas, among other creative entrees. They seem to have disappeared. The buffet is now merely adequate. The restaurant staff are among the lesser competent employees of the property. The rooms facing the freeway should be avoided at all costs. Soundproofing is minimal and you are literally on the roadway. Furniture can be hit and miss: some rooms have ottomans, some do not. Actually finding the hotel is tricky, even with GPS....there is no signage to it.
April 14, 2012
Rated 3 out of 5 by johngaltandassociates The shower sucks
The worst shower ever. No room, shower head did not spray. Room was too small. Won't be back
May 17, 2013
Rated 4 out of 5 by Muffin09 The hotel was very convenient to get to.
Was vey pleased with the room. Did not have great lighting for putting on makeup.
October 1, 2012
Rated 5 out of 5 by SoCal Nice hotel
Intend to return in the future due to facility and friendly staff
April 7, 2013
Rated 2 out of 5 by platine the problem with this hotel
the staff does not know how to clean the rooms.
August 3, 2012
Rated 5 out of 5 by Donevas1 awsome service
all employees really care to make us feel like home!
April 7, 2013
Rated 2 out of 5 by suzy2 Not impressed
The stay started out fine. The gentleman at the desk was nice, had a good sense of humor and he was efficient. But he was obviously frazzled. Then I got to my room. From the room across the hall there was buzzing - like an alarm clock. Once in the room I noticed there were feces in the toilet. OK - I flushed that away. there were a few towels missing - like someone had been there and used one or two of a set. There was garbage in the cans. I was hungry so I had asked at the desk about the food. He said it was fine but why was there no one in the restaurant. Everyone was sitting around the pool with takeout trays. I stopped by the desk to mention the buzzing - because it was still going on. He just looked at me as if to say - what do you want me to do about it. At this point I decided not to mention the room conditions which weren't horrible. I was only staying one night. And past experience has shown me that changing rooms is a lot of work - FOR ME! So I went out to get some take out. Came home and sat down to eat and watch tv. The chair was filthy - so I sat on the desk chair. And there was someone elses old take out and coffee cup under the ottoman. ewwwwww. The fitness center was a closet that they crammed three or four pieces of equipment in. Not conducive to working out.
August 3, 2012
Rated 4 out of 5 by Carlafeldy Management needs an upgrade
I appreciate lots of things about Four Points San Rafael where I stay for 9 days at a time 4 to 6 times per year but there are some management issues that are annoying. Every time I stay, I request a microwave & fridge in my room & every time staff say they're not sure there are enough to go around. For a patron who stays there for 50 days or so per year, I would expect management to go & buy a $60 microwavee if necessary to be able to say, "Certainly, your needs will be met." I appreciate the free internet connection but the quality is substandard so that the connection is often lost & is too weak for Skype to be clear. The complimentary breakfast is a nice add-on but the scrambled eggs are nasty. The made-to-order-omelets are fabulous & I'd feel fed if I could have them daily instead of just on the weekends. The tea box is very frequently empty of basic English breakfast black tea & the staff report that it will be a few days until the next delivery. If necessary to keep guests served, it's a very short trip to the neighborhood Safeway. In the room, a small table & one or two chairs to go with it would be much more useful to me than the upholstered chair & could replace the desk chair. The new bedspreads look very fresh & lovely to me. The doors to the rooms slam unless one holds them as you close them. Bumpers or slower closing devices would be very respectful for all guests.
April 4, 2012
Rated 3 out of 5 by Rancher Going down....
I stay at this hotel a few times a month. It is clean, quiet, safe and near a great shopping center with every bank you could think of. The problem seems to be staff and management. Rooms are pretty much the same, but lately getting even a "deluxe" (renovated) room seems to be a chore for a platinum. The final straw was today when I asked for a 4pm check-out and was denied. The hotel is and was quite empty. I stayed til 4 anyway, working away, ready to leave if asked. No one ever came to the room. The restaurant used to be great and innovative. Today it struggles for mediocrity. Please get it together....you could be a great hotel for the North Bay.
February 11, 2013
Rated 3 out of 5 by Crispy5 4th Visit, Disapointed
We stayed 2 nights this time on our 4th visit to this property. 2nd visit as a Gold SPG member and for the 2nd time this was not acknowledged as it has been at other SPG properties. On this visit we had planned on visiting Muir Woods on Sat. morning and then coming back to the hotel to enjoy the pool for the afternoon. When we returned around 1pm, we looked out our window(which faced the pool) and there were 8 lounge chairs, all taken. We were very shocked at the lack of chairs available for a pool area and hotel of this size. It could hold at least 3 to 4 times that amount of seating, so we changed our plans and left the hotel for the Marin Headlands instead. This was the first time being placed in the North section of the building, it's in very poor condition. As stated by other reviews, the a/c units are horrible and very noisey. This was my first 2 night stay at thtis property, we alway's enjoy that 4 points places bottled water in the room as a comp. Could not beleive though that for the 2nd night, water was not replaced(a case of water costs penny's per bottle# glad we brought some with us. The pillow are bad, bad, bad, I don't know why all the hotels now are going to the feather#or artificial feather)type pillows, your head sinks so far into it that it's like your not even using a pillow. Overall, not the best 4 Points we have stayed at. Will we stay again? Probably, it's a great location for visiting the city and my sister near Santa Rosa as well as wine country.
July 18, 2012
Rated 1 out of 5 by JLG2013 Stay here if you don't want to sleep.
Location was easy to find and close to freeway access. Hotel entrance was acceptable. We stayed on a Sunday night. Upon checking in we noticed that a large group would be checking in (the "dancers" group - more on this later). The back entrance door to the rooms was incredibly difficult to open (very heavy!) and was not at all user friendly when managing suitcases. I can say the door has the possibility of squishing a small child. The elevators were almost scary and took a long time to go up two floors. The room smelled almost like smoke when entering, so we turned on the A/C to get some air circulating. The room was decent and clean. The bathrooms were a bit dated but functioned. The refrigerator made a delightful buzzing sound throughout the night. Upon returning to our room in the evening to go to bed, there were several people standing outside of the window talking loudly with their dogs. Luckily they went inside before we went to bed. Then.. next came "the dancers". I guess 2 bus loads of dancers arrived and were spread throughout the hotel. You would think that perhaps management could isolate the area for "the dancers" being their young age. All throughout the night, we heard nothing but slamming doors while the dancers pranced from room to room down the hallways. I heard other guests asking them to be quiet but the dancers pranced until 3am! I received no quality sleep at this establishment as we had plans to watch the sunrise in the city the next morning. I do not recommend this facility for any comfort or a quiet nights stay. I received a $25 discount for the noise.
February 21, 2013
Rated 5 out of 5 by olliepangan Great Hotel and Fantastic view
This is an awesome hotel and very cozy. The staff are really friendly. Check out the bar and look for Kim - she is amazing and friendly. The restaurant was closed at the night we came in and she single handed the entire floor.
The breakfast food is amazing too!
February 2, 2014
Rated 4 out of 5 by cece Room Location
Everything was great except for the location which was the 1st flr on the right side near an exit. Too noise for me. People above me very noise. People in rm 121 were up very late slaming door. People coming in and out of exit door. I did request and next time Im there is not a 1st flr room near exit and elevator...Previous room was on 2nd flr in back. very peaceful, quiet. Even though 2nd stay was not as good as 1st stay 2 yrs ago I will definately stay again...Very comfortable rooms. Staff is very accomidating. The have marked my request for an upper floor room next time...
Sincerely, cece (My friend originoally booked my room...
April 24, 2013
Rated 4 out of 5 by DeniseLC6 Rooms aren't consistent
I've stayed there several times. Each time, I've had a refridgerator and a small blue chair (that I put my things on) in my room. This visit was disappointing in that the room I got, did not have either. I called the front desk, and they put me in another room two doors away, exact same thing, no fridge or chair (empty space). Called front desk again, finally moved me to another room on the 4th floor, had to walk a ways carting my luggage to another set of elevators to get there, which is farther from where we parked. Disappointed this happened, it delayed us from doing other things that we came to town to do.
November 25, 2013
Rated 1 out of 5 by BetterLuckNextTime Lacking SPG Quality
Unfortunately, I cannot say that I was satisfied with my stay at the Four Points by Sheraton in San Rafael. When I arrived on Saturday, August 3rd, there were no other customers in the lobby; however, there were three employees behind the check-in counter. I stood in front of the counter for several minutes before anyone even acknowledged me. I was then told that there was a balcony attached to my room (room 58), which sounded delightful. Unfortunately, my room was on the ground floor. Rather than finding a balcony, there was a walkway where anyone in the hotel had access to. There was also toothpaste on the bathroom sink's faucet and tissues shoved into the tissue box. The most alarming disappointment was that the metal swing bar door guard did not latch. I called the front desk with my concern about being two women, one of whom was pregnant, being on the ground floor and not having a working swing bar door guard. I asked if we could switch rooms and she said the hotel was completely booked and this was not possible. If we couldn't be moved, I told her that I would like a new swing bar door guard replaced. We went to the pool and when we returned the swing bar door guard was completely removed. I called the front desk a second time and the women said that it won't be replaced, but not to worry because all perimeter doors are locked at 10:00pm. At this point, I was so unsatisfied with the lack of professionalism, cleanliness and security that I was ready to leave. The woman at the font desk said that she'd check with maintenance again and call me back. Finally, a maintenance person was sent out a second time and replaced the swing bar door guard. We were given the option to check out late, which we accepted. Sunday morning we went to the pool and returned before we were supposed to check-out. Much to our dismay, our key no longer worked. I went to the front desk, explained the situation and didn't even receive an apology or acknowledgement that we were offered to stay until 2:00pm.
This stay was supposed to be a lovely little get away before our first child was born, but instead it was the worst stay that I have ever experienced as an SPG member. I hope you take this opportunity to provide your employees with trainings on professionalism, customer care, cleanliness and security.
August 5, 2013
Rated 5 out of 5 by lexus310 Great Hotel, with a GREAT STAFF and GENERAL MANAGER
I recently stayed at this property for the first time on 3/24-3/26, 2013. I was immediately greeted by Morgan (Front Desk Director of First Impressions), in which Morgan in my opinion was one of the nicest, friendliest, and most accomodating people I have met. My check in was a breeze. In addition, Melody, the Front Desk Manager, and Umar are equally as great, with the front desk staff constantly providing the utmost level of customer service by even remembering each guest's last name and saying "Have a good evening/morning Mr." or "Is there anything we can do to make your stay any better Mr." Very much greatly appreciated by myself. Mr. Hartmut Ott, the General Manager of the property also deserves recognition. His leadership skills and the way he runs his staff and hotel are incredible. During my two-day stay at the property, I only encountered one issue, the bar/food closing early. I spoke with Mr. Ott the next morning and he assured me that the bar issue would be resolved immediately, and took full responsibility as a great manager should do and swiftly addressed the problem. Mr. Hartmut Ott, deserves to be recognized in my opinion as well as his entire staff for providing excellent customer service. Each staff member was helpful, and friendly. The beds were also extremely comfortable, and the rooms honestly deserve a 5 star cleanliness rating as they were immaculate. I had a very good time at night after work in the bar/restaurant area. Where Kim, the bartender is amazing, very people friendly, and even took the time to go over the full menu with me prior to ordering since I have food allergies. Her mixology skills as a bartender are amazing and her people skills are excellent. The lobby bar is a great place to meet great people, I met a few friends there myself while I was staying on the property. The pool is gorgeous and the hotel is located in a prime San Rafael/Marin County location and is very quiet! I will definitely be back and will gladly recommend this property to others! Thank you for such a great stay Mr. Ott, you and your staff are wonderful!
April 11, 2013
Rated 3 out of 5 by vancouvertraveller Great Location, don't have high service expectations
Great location and parking facilities. Easy access to several tourist attractions in the area. Buffet breakfast was nice but terribly monotonous - had the same menu everyday!
Housekeeping decided to skip servicing our room for 33% of the time during our stay. Attitude of staff serving at breakfast tables ranged from fantastic and politely sarcastic to rushed and chaotic.
The hotel has a no pets policy (excluding guide dogs) but there were dogs barking away in our neighbors room and that ruined our last night, service express was quite helpless in the situation and at first did not quite believe us.
Overall stay - satisfactory if considered as a budget hotel. But if considered as a SPG property - service was rather disappointing.
January 2, 2014
Rated 2 out of 5 by mammie disapointed
We stayed at the Four Points Sheraton for 3 days in 2nd week in Dec 2013 and 3 days in the last week in Dec 2013. We had a broken window the first night. They moved us the next day. No hot water the next morning. Then the toilet could not flush. The staff was helpful and took care of us. We were there for two eye surgery's. They said I would receive 3000 points to my SPG. It never happened. I got no points for staying there 3 different occasions? Can't work with SPG?
January 17, 2014
Rated 4 out of 5 by SactownGuy74 Nice, but could use improvements
Overall, this is a nice hotel with nice amenities. Staff was pleasant and attentive. The rooms are decent size though the bathrooms are a bit small. My only complaints about the room was (1) the mattress sagged a bit in the middle indicating the one of two queen size beds I slept it is primarily occupied by one person and (2) the shower head was not great. The water was hot, but the pressure was lacking. Also, in the area of the hotel where I saw carpeting, it appeared not to be pinned down along the walls and buckled slightly in the middle of the hallways. Not major issues, but noticeable. The pool was great, and the breakfast buffett was good. I'd stay here again though.
May 13, 2013
Rated 4 out of 5 by Brehmer Fine except for ambient music
Twice in the past I mentioned that the loud rock music played in the dining area was intrusive and annoying. It could be heard walking through the halls, when what i would have liked, especially on Christmas morning, was something mellow, soothing and relaxing. I can't understand how somebody could choose something so out of sync with the lovely setting. Fortunately, the sweet hostess on Xmas morning turned the music down so low I couldn't hear it while we ate breakfast. Frankly, I will look for a different hotel next year.
December 27, 2013
Rated 3 out of 5 by bradpittshoe Inconvenience
I know requests are just that: requests, but I called the day of my arrival to reiterate the importance of either 2 beds or a rollaway. Upon check in, no dbl rooms were available nor was there a rollaway on hand. The front desk agent wasn't even aware of my request despite the notes in the comments of the reservations. The workaround was to give us a parlor (pull out sofa bed) and a king room (not adjoining) for the first nt and move us to a double room the next nt. Very inconvenient, especially since we drove all night, arrived at 5am and needed to sleep in! But housekeeping was very friendly and helpful with transferring my stuff. Loved that the mall was within walking distance.
July 16, 2013
Rated 5 out of 5 by moseph very accommodating staff
staff was very accommodating, room met all of our expectations, parking was great
January 24, 2014