"worst customer service we have ever experienced!!!"
terribly rude and unhelpful staff, our rooms were not ready upon check in .then they gave us keys to a room that was already occupied. it took 2 hours to get us into different rooms, we were told they were adjoining but they were not. . they put us in a room with a king sized bed instead of 2 double beds (which is what we reserved for our childrens […] room). they were supposed to bring us a rollaway bed. despite several phone calls and visits to the front desk, it never arrived and our son had to end up sleeping on the floor. the only positive thing is how hotels.com handled our complaint. they were helpful and apologetic. you couldn't pay us to stay at that joke of a hotel again! Read moreGenuine Hotels.com guest review
I felt the hotel was very expensive for the quality of the hotel. Expedia rate does not include complimentary breakfast.Genuine Expedia guest review
Response by Four Points By Sheraton San Rafael I am sorry that you were not satisfied with the value that you received. Our rates do fluctuate based on special events, season & occupancy. Expedia does in fact offer rates that include breakfast. We certainly provide all the options so each guest can choose the most appropriate option. We hope to welcome you back and get a 2nd chance to wow you, like we do best!
"terrible house keeping"
house keeping was terrible bed was very comfortableGenuine Expedia guest review
Response by Four Points By Sheraton San Rafael Thank you for your feedback. We will share this with housekeeping and make sure we provide the best possible housekeeping service.
"Great Location-quick access to SF and East Bay"
Very nice and quiet hotel. Excellent service close by a terrific mall and highway access to both SF and the East Bay.Genuine Hotels.com guest review
Response by Four Points By Sheraton San Rafael We appreciate the kind words. Our location is terrific with Northgate Mall within walking distance. San Francisco & Napa/Sonoma Wine Country are within 15 minutes. Thank you for recognizing the excellent service our team provides. It is our goal to ensure that every guest leaves satisfied.
"Close to area of business"
Location and surrounding area was perfect. Room was great, but front desk did not get the wake-up call correct...45 minutes after time requested. One of days, maids forgot to change out towels, but front desk had some brought up quickly. Overall, good stay.Genuine Hotels.com guest review
Response by Four Points By Sheraton San Rafael Valuable comments which we will review with the Front Desk & Housekeeping. Apologies for the delayed wake up call. This is certainly a critical detail that we want to make sure our guests can absolutely rely on. We look forward to your next visit.
Nice area, the staff was super friendly! Great breakfast buffet, excellent Omelet station. I did feel like my room and bathroom could have been a little cleaner, the carpets were dirty, but other than that it was a decent enough place. The rate compared to other places was a little high, but I felt safe there.Genuine Hotels.com guest review
Response by Four Points By Sheraton San Rafael We will share your cleanliness comments with our housekeeping team and continue to work hard at making sure all rooms are very clean. Thank you for the compliments about our team. Everyone works very hard to make sure that our guests are happy. This is true for our breakfast crew as well. The breakfast buffet is in fact very delicious and plentiful. Come back and see us again the next time you are in the area!
"Late check in"
I checked in at midnight and was permitted to stay the next day until 2 PM before checkout. I really appreciated the late checkout. It gave me more time to rest and get some work done before getting back on the road.Genuine Hotels.com guest review
"Convenient to San Francisco/Sausalito"
Clean, attractively furnished room. But it had no refrigerator and no microwave. I had actually called that morning to ask if the room had a fridge and the lady with what seemed to be a heavy Asian accent said we could have a room with a fridge. ( I did not complain to the management because by that evening, we no longer really needed it.) The desk […] clerk, however pleasant, did not give us any info on facilities, like where the restaurant was and or the pool. In our room there was no info like this, no map of the place; just a room service menu. The hotel was clean and adequate, but I'd probably try another hotel if I were in the same area again. Oooops -- also the AC was noisy; it appeared to be old. Read moreGenuine Expedia guest review
Response by Four Points By Sheraton San Rafael The Welcome is key and the vast majority of the info you describe should have been in your “info package” when you left the Front Desk. Apologies for not providing it or not pointing out better. Our Front Desk team has received a copy of your comments and will learn from them. Should anything occur at our hotel in the future please do inform management as we want to make sure that every stay is positive and memorable.
"standard hotel, close to highway"
no problems. decent breakfast. pool looked clean though I didn't have a chance to use it.Genuine Expedia guest review
I wanted a room with a jetted tube and they didn't have one. Breakfast was awesome..Genuine Hotels.com guest review
Hotel was convenient. Close to burst castle. Room poorly cleaned and old. Bed and pillows uncomfortable just ok for an overnight stay.Genuine Hotels.com guest review
"should not have chosen this hotel ..period!!"
I chose this hotel because it showed a lower price as compared to the almost sold out Embassy suites. And it was a mistake. We reached a little late and were given a room on the first floor that was musty and old. It was supposed to have a view ..but it had a view of the back of the pool. Chris at the front desk was at least helpful and changed our […] room to one with a view of the freeway- still much much better..At the front desk Chris told that we did not book a room with complimentary breakfast. Thank God I remembered that Expedia had sent me a receipt mentioning the complimentary breakfast and so we got it- bad service. Read moreGenuine Expedia guest review
we arrived very early and the staff were able to get us into the only open room in the hotel. Very accomodating. But the room had no refrigerator and the clock didn't work. Requested replacement clock but never got it.Genuine Hotels.com guest review
"People were nice but it was Hottt!!!!"
They were very nice but the room was very hot. They came and replaced our a/c but it still didn't work. Would not stay there again. Obviously needs updating.Genuine Hotels.com guest review
"Nice place but"
No breakfast offered with deal through Hotels.comGenuine Hotels.com guest review
"Not many options so this had to do"
Hotel oversold room and then gave us an inferior room, ridiculous!Genuine Expedia guest review
Loved it.Genuine Hotels.com guest review
Our stay was satisfacotry overall with the following caveats. First, when we checked in, there were dirty wine and beer glasses outside our door. I immediately called the front desk to have them removed, to which I was told "yes, of course.". This was 9 pm on Saturday. They were not picked up until noon the next day. There were also numerous room service […] trays and old food sitting outside other rooms until late in the day from the night before. Second, our room smelled of wet dirty carpet which was brought to the attention of the front desk. Nothing was done during out stay. I brought it to their attention again when we checked out. Third, the bathroom fan was either not functioning or at best ineffective, which we also brought to their attention. That being said, the staff was courteous, the housekeepers were terrific and the common rooms were clean and pleasant. Read moreGenuine Hotels.com guest review
"Clean and convenient"
Perfect spot to get to highway and nearby shops. Easy drive to wine country or to SF. Friendly staff...good breakfast...very comfortable bed! Perfect and affordable.Genuine Hotels.com guest review
Although the hotel was ok I was a little disappointed in the quality of the furnishings and overall decorations in the room. Seemed a little run down. I have stayed in less expensive hotels that were nicer.Genuine Hotels.com guest review
"Nice Hotel in a Convenient Location"
The hotel is close enough to San Francisco and convenient to the Sonoma County region. We spent a long weekend visiting the wine country, a day in Healdsburg with its wonderful restaurants and shops, and some time in San Francisco. The hotel is very close to restaurants and shopping areas in San Rafael, it offers an excellent breakfast and has a very […] nice pool. Parking is free and very convenient; the staff was very friendly and helpful. We will definitely stay there again when we go to that area. Read moreGenuine Expedia guest review
"Nice hotel, nice location."
This is a very comfy hotel, and the staff is very friendly. Parking available right in front of the door to check in! Delicious breakfast! nice area, nice location. I stayed here because it was close to the Sacramento airport, and I thought it was close to Stinson beach, it is not so close but not too far either. Check in was a breeze. Good wireless […] connection, overall a very pleasant stay. Read moreGenuine Expedia guest review
"Standard Hotel - Reasonable"
Had a one night stay here recently. Room was clean. Bed was comfortable. No complaints. It's an adequate place. Had breakfast at their cafe - no complaints there either.Genuine Expedia guest review
"Problems at Check-In"
There had been some sort of glitch according to the front desk person and the hotel was oversold when we arrived. After waiting 30 minutes for check-in, they gave us a room key. When we arrived, someone else was already in the room. Back at the front desk, faced with trying to find us a room, the desk staff were clearly having a bad night as they were […] going through rooms, one by one on the computer, trying to find an empty one. I heard them call on the radio to have someone else physically walk into two other rooms to see if they were empty. We finally got in and they gave us some vouchers for breakfast the next morning. I think if we hadn't pre-paid the room through Expedia, they would have sent us away. The next afternoon after we came back from attending the high school graduation we were in town for, the room keys didn't work. I went downstairs and the agent was one of the same ones that was there the previous night. He apologized, checked my ID, and fixed the room card. No other unpleasant things happened. The hotel is OK but needs a remodel. We will consider staying again the next time we are in the area as the location is good and other than the check-in problems, other things seemed to run well. Read moreGenuine Expedia guest review
"Two minute drive to downtown, food, and shopping"
I really liked the place but hot water did not work until we got back from dinner. I really wanted to be clean before dinner but... Also, when we ordered a movie to watch ($17) it did not work either. With that said, the rooms were clean, the grounds were nice, and I would probably give this place a second chance.Genuine Hotels.com guest review
"A Mixed Bag"
Room was nice and clean, great bed. Good location. Great pool for the kids. Bartender seemed drunk, REALLY expensive drinks. Food was just OK. No one brought us napkins. Asked for hot sauce for my eggs. Did't get any. Gave waitress my comp breakfast coupons, she still tried to charge me full price. She was nice and took care of it when I pointed out […] that breakfast should be free, but come on. Read moreGenuine Hotels.com guest review
"close to san francisco"
Very nice hotel, modern clean rooms, great service,Genuine Hotels.com guest review
Beautiful room. Loved our stay!Genuine Hotels.com guest review
"Decent hotel very close to Northgate area"
The hotel seems a bit long in the tooth, but they also seem to be in the process of renovating. Room was OK, but one side of the bed was really worn out (didn't support very well). Fridge and air conditioner were both very loud, and there didn't seem to be much sound-proofing between the rooms. Hotel bar was small, but reasonably-priced. I didn't use […] the pool, but it looked nice and would probably make this a great place for kids. Location is perfect for anyone needing something close to the Northgate shopping area (right across the street). Read moreGenuine Hotels.com guest review
Best customer service I've seen and the room was even better. I will be returning on my next vacation.Genuine Hotels.com guest review
"Close to everything, small changes would be great!"
This hotel is close to everything in San Rafael, has a pretty good restaurant, friendly staff, and a safe neighborhood. Rooms are clean and well appointed. Our room was missing one of the doors on the closet. Also, the reception on the tv was a bit spotty and the carpet was a little worn. The bed was very comfortable and the bathroom was spotless. Rooms […] are big enough but do not have refrigerators- an amenity most travelers appreciate. Overall a great stay. Read moreGenuine Hotels.com guest review
"Nice place to stay"
Had a great visit! We were running a race in the area the morning of our check out day and they were very gracious to give us a later check out time so we could come back and shower. Did have some problems with the tv and wanting to watch a movie, but it wasn't that big of a deal to us. Nice environment and extremely friendly staff!Genuine Expedia guest review
Terrible smell in bathroom when I checked in, upkeep/maintenance of exterior of property EXTREMELY disappointing. Landscaping does not look kept up, parking lot was dirty with trash, dry rot on exterior doors. Very sad for a Sheraton property.Genuine Expedia guest review
"Good value in Marin County"
This is probably the best hotel in Marin County at any kind of reasonable price, and we always try to stay here. The rooms are very nice and there is a good bar. The restaurant is fine for breakfast. We haven't had other meals there. Unfortunately, there are very few nice hotels in Marin and the Sheraton is frequently looked up.Genuine Expedia guest review
"Friendly, handy, comfy bed."
I have stayed here several times recently and have had a consistently positive experience. The large, free, easy parking lot is worth something in the Bay Area. Beds are very comfortable.Genuine Expedia guest review
"No fridge, can you believe it?"
Room was great, very clean, excellent housekeeping staff. But I really can't stand warm water in my room. The hotel gives you 2 free waters, yet no fridge to put them in. It's such a standard amenity now that I don't even check for it anymore. But this hotel says available on request. But it took me 2 days of requesting, and then I finally had to make […] a HUGE drama about it before they finally delivered it. Now the girl who finally got this done for me was great. So I don't want to make a stink. But you have to know that this hotel does not give you a fridge. And requesting doesn't really work either. So know that before you make your reservation. I like to get some minor food items to have in the room, and that's not an option without it. So make sure you demand that it's in your room before you go there. Read moreGenuine Expedia guest review
"May 2013 Guest"
My overall experience was fine. The basic rooms are too framed. The bathrooms are too small. I will be relocating to the Bay Area. I will stay in a hotel for the next 2 weeks. I plan to look at other hotels. I would recommend the hotel for short stay guest.Genuine Hotels.com guest review
Loud, dirty, and poor conditions at the room and hotelGenuine Hotels.com guest review
"Everything was fine..."
Stay was nice. Good restaurant for both dinner and breakfast. Tiny fitness room! Bed was very comfortable. Room was nice. :)Genuine Hotels.com guest review
"comfortable but noisy"
room was comfortable although I wish the window would have opened more than a 1/4 inch. My problem was the room next door wheich nust of had several people as the door slammed several times during the nite.Genuine Hotels.com guest review
it was a short visit - my only complaint is that when room service brought our breakfast, he simply put the tray on the desk! the tray was piled high and we had to spread it out on the desk and the bedside table. Is there some reason we couldn't have the rolling cart it arrived on?Genuine Hotels.com guest review
"Met all our needs"
The service and amenities were complimented by its location.Genuine Hotels.com guest review
"Only if you have to"
Called teice for room service but no answer. Elevators broken. Restaurant non existent. Nothing around the area. Rooms clean but old.Genuine Hotels.com guest review
"Convenient and comfortable"
The hotel is modest, clean and comfortable. We have relatives in San Rafael and staying here works well because of its proximity to the freeway. In addition there is a small mall within walking distance if I need to make a purchase. The breakfast buffet was nicely presented and waitstaff were attentive.Genuine Hotels.com guest review
"Great Value in a Great Location"
What I liked: There were extra outlets on the desk (extra ones at the nightstand would be nice too). The staff was friendly. The location of the hotel was great...Marin has lots of things to do and SF is only 15 mins. away. I appreciate the discount rate for Dominican University families I hope it will still be offered when my daughter graduates from […] there. It's one of the few hotels where I was very comfortable with the bed but that is always based on an individual's taste. Breakfast in the morning hit the spot! What could be better? Upon entering the room had a faint whiff of urine but it did go away by the next morning...room was cleaned and toilet was clean so I don't know where the smell was coming from and housekeeping did leave the windows open. The desk chair did not fit under the desk so it had to moved elsewhere at night so there was a clear path to the bathroom from the farthest bed. Even though we had the Do Not Disturb sign up, we got 2 knocks on our door from housekeeping. The first one was excusable as we had decided to stay one more night and it was not captured on the housekeeping's list. However, the 2nd knock came when my sick daughter was trying to sleep and was not appreciated. Read moreGenuine Expedia guest review
"Okay hotel; friendly and efficient staff"
I think the Sheraton needs to invest in this hotel. Many things were good. The staff is very service oriented and friendly. The hotel needs to be refurbished. Rooms were tired and dark. Surrounding area -- parking lots and green areas were unkempt. Pool area is lovely. Hallways were dark.Genuine Hotels.com guest review
"Nice place fand good price"
I thought everything was good except the room had a musty smell until we aired it out. The window only opened a few inches so we had to use the air that was quiet noisyGenuine Hotels.com guest review
I had really enjoyed the stay at FPSSR!!!Genuine Hotels.com guest review
"Four Points Needs some Work"
When I arrived to my room, I first experienced the unpleasant smell of cigarettes and smoke. I felt as if my room were an ashtray. I went back to the front desk and the staff gave me a new room. However, in doing this the staff did not realize they had double booked the room. So at roughly 1:30 in the morning a new guest tried forcing their way into […] the room through the locks. The staff were nice, and they tried their best to accommodate my needs. I have stayed at other Four Points and I must admit I was disappointed with the overall quality of this specific site. Read moreGenuine Expedia guest review
"Great place to stay while planning wedding"
Stayed here for 3 days while carting around dishes and flowers for a wedding. Close to our event, so it was nice easy to return to for a relaxing night.Genuine Expedia guest review
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