Rated 4 out of 5 by Clif1 Satisfactory stay!
One year ago I stayed at this hotel and had a bad experience with the service in general. The hotel needs some definite renovation. Rooms are dated. But in my recent stay I felt the customer service was much, much improved. The food service at the restaurant was better and the waiters very interested in caring for the customers.
January 14, 2015
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 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 1 out of 5 by kay0008 52 Minutes in the cold.
Normally, I would have walk from the BART station to this hotel. However, each of my previous 3 stays ended up requiring that I buy new lugguage. ( Not sure if it is the lugguage, or the side walks in Plesanton). So this time I decided to call for a shuttle pick up.
I called when I got to the station. "The bus will be there in 10 mins". So I waited. At the 30min mark I called back. "It's on it's way, -click". Ok it should be here soon I though. I started to sneeze. Now I have a cold - 54F and I did not have a hat or jacket. (Did not expect I would need one) Called back at 50min mark. "It's on its way".
Finally at 52 it arrived. The I had to spend another 15mins to get the room keys.
One of the worst experieces I have had.
August 14, 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 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 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 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