Rated 4 out of 5 by ofakiniua Family Stay 7/5-7/6
Graveyard and day reservation reps provided great customer service. Front desk supervisor was accommodating in meeting our needs - an adjoining room on the lower floor for a family of 8 with one disabled adult. Pool was well maintained and clean. The room window shades need to be checked daily because they don't close all the way; thus, no privacy and morning day light coming through to the room while sleeping. Perhaps scheduling more housekeeping staff on the weekend when there is 80% capacity. Unfortunately, we waited for about 30-45 minutes for towels. No garbage bags within the garbage cans??? Great room coffee though. Overall the photos on the website are consistent with reality. We will definitely use FP Sheraton again!
July 7, 2014
Rated 3 out of 5 by JAJ1 Don't overlook the obvious
Please find a place other than the bathroom for the coffee maker, bottled water, ice bucket, et al. Food and drink products in the bathroom is revolting
July 11, 2014
Rated 5 out of 5 by DDandB Fantastic
A great place for a quick stay...welcoming and safe. It met all of our needs.
July 7, 2014
Rated 3 out of 5 by Lynn03 Not suitable for wifi needs...
After 2 calls to the front desk, I was on the phone for 45 minutes with the hotel's network contractor. I was told the issue would be solved in a few hours and I would receive a call back. No internet the 3 days I stayed. I went off the hotel grounds to conduct business.
Secondly, housekeeping knocked on door at 8:01am (waking us up) to hand me the newspaper (instead of leaving in hallway outside the door).
July 4, 2014
Rated 2 out of 5 by BookemDano Reservation Not Fulfilled
I had reserved two queen beds for two nights. Besides myself, my two adult children were going to be in the room beside myself.
When we tried to check in, we were given a room key to a room that was already occupied. Then we were told there were no more rooms with 2 beds. After many minutes of awkward silence, the desk clerk told me he could give me a king bed & a roll-away. To compensate me, I would receive breakfast and bonus points. Two weeks later-no bonus points have been credited to my SPG account even though I have made numerous phone calls to the hotel and SPG. It's the first time I've been very disappointed with my SPG experience.
June 15, 2014
Rated 5 out of 5 by Justmemh Great Hotel
Staff was really friendly. Had an issue with toilet, someone was up right away to fix it. Staff was very helpful and informative. Rooms were nice and clean and head great views.
June 8, 2014
Rated 5 out of 5 by kimmikens jacuzzi closes at 10pm :(
This hotel is slightly reminiscent of a desert resort. Except ... a little less... for starters, there are no ducks in the courtyard and no golf course. It really does have a cool courtyard and the 1st floor rooms open into it with a little patio area. The pool and jacuzzi are awesome but it all closes at 10pm and you can't get into the area until 6am. So that sucks. But as for the price to value ration, it's very good here. It's a Four Points so you can't expect the coolest hotel stay ever, but you can expect a nice night and great customer service. Also, the restaurant staff are great and the continental breakfast is awesome!
January 31, 2012
Rated 4 out of 5 by Kaimi Fitness Center hours inadequate
Fitness center does not open until 6 am; this is very limiting for a business traveler with all-day meetings. Most hotel fitness centers are now open 24x7.
June 27, 2014
Rated 4 out of 5 by Flyer1 Business stay
Good hotel. A little challenging since the buildings are all disconnected but it does have a nice courtyard.
June 27, 2014
Rated 2 out of 5 by MSG101 Substandard SPG Property
This property needs a lot of work in every respect starting with the front desk staff--Very disappointing in every respect
June 26, 2014
Rated 2 out of 5 by Trvlnlots Severely outdated
Hotel is unacceptable outdated. Room furnishings are old and worn. Lighting in rooms is really bad. The hotel layout and lack of elevators makes luggage transport difficult. Business amenities in rooms are non-existent, USB, multiple outlets for charging, etc.
June 20, 2014
Rated 2 out of 5 by TomNow Bad Customer Service
It's unfortunate that SPG only has two hotels in this area seeing as their are a lot of big names headquartered here.
Workout room - It's tiny.. real tiny and only opens at 6am. This makes no sense, there's no one that is there to manage it so why not leave it open 24 hours? If it's a noise thing then how about re-enforcing the walls with sound dampening material?
Staff - Not friendly at all and very blunt. You're a number and they are just pushing you through.
SPG Recognition - This is laughable. No special privileges for SPG Ambassador. There's no lounge, the least you could do is offer better breakfast than just continental... for only 1 night? Really?
The Good - The rooms are fairly decent and large, plus it's a place to stay
Bottom-line - It's like they don't appreciate SPG members because there's only 2 hotels in the area. Terrible customer service and even worse facilities make this a hotel that needs some major changes. But they probably won't do anything because they have this area on lock down. It's stays like this that might force me to go to another hotel chain.
March 22, 2012
Rated 4 out of 5 by RWS55 Wonderful, responsive staff
I stay here nearly every week and the staff service and attentiveness is consistently great -- from front desk, to wait staff, to housekeeping and maintenance too.
June 20, 2014
Rated 3 out of 5 by JJMel Four Points Pleasanton...not so pleasant
My fiancee and I stayed at this hotel on our way from San Diego to Napa. While checking in I asked if we could have a room overlooking the garden. The woman checking us in stated, "Those rooms are extra". I didn't think anything of it, and when we got to our room it overlooked the garden, so I just assumed she gave us the room because we were gold club members.
We were enjoying our stay having just completed dinner at Faz which was quite good! We decided to hit the hot tub, and called the front desk for a robe as there was only one in our room. They stated the housekeeping person was on break (there was only one person in housekeeping?) but they would send one over as soon as they came back. We waited for a bit, then called the front desk to have the robe brought to the hot tub. Upon arrival at the hot tub we learned there were no towels there! We left the hot tub and went to the front desk to report the shortage. The woman at the front desk replied, "The hot tub closes at 10:00. It's only open for 20 more minutes"....to which I replied, "Thank you for having towels sent there as soon as possible." I understand her letting me know what time the hot tub closed, but I did not need to know how much time I had (or didn't have) to enjoy an amenity. Her use of the word "only" made me feel as though she was discouraging me from enjoying the tub. By the way, we left the hot tub at 10:20, and there were still people in the tub when we left.
Also, we found when checking out we were charged an additional $30 for what was designated a "sleeping room". I did not authorize an upgraded room for a charge and disputed it at check out. They took it off the bill.
The person who checked us in was the same person who "schooled" us on the hot tub hours.
This should be a teaching opportunity for your staff. We have stayed at this hotel in the past, and will likely stay again, but her comment about the hot tub and charge for an upgraded room without confirming our acceptance certainly was a surprise, and not a pleasant one.
April 30, 2012
Rated 5 out of 5 by Danel Great place
I've been staying here for years. Quiet, friendly, beautiful surroundings and the greatest beds.
June 18, 2014
Rated 3 out of 5 by PMilley Solid, but some areas need improvement
Nice outside look and feel and beds are nice, but some areas need improvement like front desk customer service, reservations, noise, and customer issue responsiveness.
June 14, 2014
Rated 3 out of 5 by Concern Training Needed
Have stayed at this hotel many times, but I must admit I was disappointed with the Front Desk personnel(Sunday morning). As my shower was not functioning correctly, I went to the Desk to report the problem, but the personnel was too busy playing cards to care about my concern. Being a Gold member, I find this not satisfactory for customer service. The jacuzzi was filled with guests displaying glassware and unattended children.
May 30, 2012
Rated 4 out of 5 by Midwest20 Some improvement ideas
- The latch lock on the door was not working
- The balcony door was unlocked, and was difficult to lock it when I checked-in into the room
- If there is a way to walk to the lobby through the corridors, please provide some direction on the corridors.
June 13, 2014
Rated 4 out of 5 by Deck7 Hotel is comfortable and has a good restaurant.
I have stayed at this hotel many times. It is comfortable, has a good restaurant and bar and has good facilities. Obviously, I like it because I keep returning. My only complaint about my last stay was my bill as supposed to be sent to me by email but I haven't received it.
June 12, 2014
Rated 3 out of 5 by max2014 Problems with hot and cold water in my room
The faucet for the bathroom sink had very poor temperature control. The evening of my arrival, the water ran hot even though the faucet was on the "cold" setting, and even hotter when the faucet was on the "hot" setting.
I had to go to the ice machine and get ice just to have water that was cold enough to brush my teeth.
June 11, 2014
Rated 4 out of 5 by micap The bar was like a nightclub
Room was comfortable and clean. Checkin and checkout were quick and painless. It was difficult to relax in the loung area of Faz restaurant - the music was very loud. In addition, the bar staff were more interested in talking to each other than in serving customers - service was very slow.
April 30, 2012
Rated 5 out of 5 by Dogsaregreat Great reception
.Alonda at front desk was very professional and courteous
June 11, 2014
Rated 5 out of 5 by Silatu50 Hotel is in a very nice location
We went to an A's baseball game and the hotel is near the Bart station which made it very convenient and safe . looking to go to a Giants game next time
May 20, 2013
Rated 2 out of 5 by TFont No elevator / Rooms need updating
Disappointed that a Sheraton would not have an elevator. Also, the room had a musty smell and needed some updating in general. That being said, had dinner outside at Faz restaurant and the food and service were very good.
June 8, 2014
Rated 1 out of 5 by Jon1234 Front Desk Nightmare
I had more hassle dealing with the front desk than I did with the Airline and rental car company. Extremely rude frot desk staff and completely powerless to help me. I had unexpected business that meant I had to extend my stay one night. I called the front desk and was assured that they would take care of that for me. After a long day driving all over San Fran I get back to the hotel only to find that my room key had been deactivated. I then had to walk to the front office and ask what had happened. The front desk attendant said it shows that I checked out already and that the hotel was completely booked and they cannot extend my stay. I said I called the front desk that morning and was told it was no problem and they would take care of it for me. The rude front desk attendant said I sorry I won't extend your stay. I had to then ask for the Manager to come out and explain what happened. After she interrogated me about who I talked to and what time I called, she finally said. "well ok if you really did call down I will extend your stay for tonight." She made me feel like I was not honest but since she couldn't prove I was lying she had to relent and extend my stay. I am new to the area and have obligations that take me to the company HQ in Pleasanton twice a month. I will never stay at the fourpoint Sheraton again!
May 17, 2013
Rated 5 out of 5 by Emokaul Very clean and friendly staff.
Room air conditioners turing off and on was annoying. But other than that, it was a great place to stay.
June 8, 2014
Rated 1 out of 5 by Nowifi1234 A hotel with no wifi
This is probably one of the worst hotels to stay in for the average business traveler.
Wifi is critical to work and play - the wifi at this hotel simply did not work - would not connect across multiple devices. I had two colleagues traveling with me and between us we had 8-9 devices - none of which would connect to the wifi satisfactorily.
My colleagues attempted to contact support - one of them never received a call back and the other was put on long holds and an hour later still did not get his device connected.
My experience with the breakfast service was even worse - a $18 breakfast with a $4 additional charge for a poorly brewed cup of cappuccino. Breakfast quality and spread was mediocre - no wheat bread. Very poor service.
I will ask for a different hotel next time I travel to Pleasanton.
May 30, 2014
Rated 3 out of 5 by cargal Hotel is very nice
Our check in was not the best experience we've had. However, when we checked out Phyllis was the one to help us and she was and always has been GREAT
June 5, 2014
Rated 3 out of 5 by GreatGatsby Tons of potential
Great facility for a suburban hotel but the staff was not up to the normal starwood par. On site female manager was not hospitable and staff seemend bored and slow and everything.Onsite restaurant left my 93 grandma with poisining... Needelss to say the stay needed help. Iwont go to yelp because Io have always enjoyed stays with Starwood, but glad I filled this out!!!
May 30, 2014
Rated 4 out of 5 by Susan Beautiful, comfortable with a couple of disappoints.
Great facilities and park like setting. Disappointed in breakfast at restaurant. First morning, thin wait staff. After seating, no attention. Had to track someone down to get bill.
Next morning, 9:00 breakfast buffet no food in hot serving trays - any of them. Had to wait 10-15 min for replenishment to be brought out. Table set with silverware, but no water or napkins Again very few servers.
Comfortable room, but only provided 1 bottle of water for occupancy of 2. Shouldn't list free water as amenity.
May 29, 2013