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December 2023 by Larry West
Worst hotel in the entire state. Got charged 300 total then wouldn't lett me stay but charged my card so much it was reported as fraud. The manager person argued with me for an hour went home called they argued for another hour over me being charged and not being able to stay. I hope they ban me forever. NEVER GO TO THIS ONE IF YOU DONT WANT TO DEAL WITH FRAUDNoteworthy details: DONT STAY HERE
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December 2023 by Laura Martino
I have stayed at this location multiple times over the years. This is the second time I’ve had issues with check in as it pertains to billing. This time I attempted to use the Hilton app because it boasts digital key access without having to check in up front. That didn’t work so I had to check in up front anyways. They asked for my credit card in order to swipe which I thought odd because my card is already on file from when I booked the room. After multiple attempts to insert and swipe my card it was declined. Tried the other machine, declined again. Frustrated, I pulled out a different card which worked. They said they’d waive the parking fee for the inconvenience but I’ll be checking the bill to see they don’t. Immediately after getting into my room I get the call from my bank saying my card has been flagged for fraud. Big surprise with all the inserts and swipes. It’s a holiday so I can’t explain what happened, I can only say yes that was me and risk getting charged in triplet or say no and risk having my card frozen. As for the room, it says non smoking but it absolutely smells like smoke. It’s poorly lit and not the cleanest. I went down to grab a water (none provided in room) and explain the smoke smell and my frustration over the card issue. No help was really offered except to change rooms. Very displeased with this experience.*Edit: Front office manager reached out after our stay to address the issues and was able to compensate in a satisfactory manner.
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December 2023 by Jasmin Sanders
Great hotel, great service, beautiful accommodations, bed was too soft for my taste and I had difficulty with the temperature control, but it could've just been me or my room. Overall, I would still highly recommend this hotel.
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December 2023 by Donna S
Clean room and responsive front desk. Great service! Need more fresh fruit options (apples etc) for breakfast. Also better snacks at manager’s special.
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December 2023 by Courtney Wright
Stayed her because my band was playing in San Francisco and I have family in this area.WATCH YOUR CARD HERE$150 Extra charges for cleaning a room that DID NOT GET CLEANED. I also got walked in on by room service TWICE after specifically requesting for no room service. I was totally creeped out.I would not leave anything valuable in your room when you leave.Charged me for a meal I payed $70 cash for and STILL TOOK IT OFF OF MY CARD.The meal was 50. So what they did was charged the 50 to my room and kept the 70 as a tip.Charges for parking are erratic and change every day.They also have people that sleep in the parking lot and obviously aren’t paying for parking.There was an eyeliner stick left in the closet when I first got there.Although one of the cheaper hotels I’ve stayed at - they used the heck out of my debit card with shady business. I was so worried about them having my card information that I locked it for weeks after my stay. Even made a bbb report.If you stay here:Watch your cards.Latch your doors.DO NOT GIVE THE STAFF YOUR CASHWasn’t going to write this, but the treatment is still bothering me. One of the worst experiences I’ve ever had at a mid tier hotel.They have free snacks, which is kind of nice.The rooms are OK. Would’ve been nicer if they were 100% clean on arrival, did not have the belongings from old guests.Two stars for the breakfast and snacks.
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November 2023 by Hallie R
The hotel is nice, but so noisy. From my room on the third floor I could hear people talking, doors closing, road traffic, and snoring of the guest in the room next to mine. The first time I attempted to order room service I was told they were short staffed and it was unavailable. When I ordered later the food arrived promptly and was fresh. The sandwich was delicious, but the veggies were a little bland. I had to check out before breakfast. Charging $15 per night for parking is a bit excessive in my opinion. Overall my stay was decent, but not spectacular.
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October 2023 by Lana Williams
We LOVE this hotel and have been booking stays with them for years. The hotel is beautiful, welcoming, FUN, has amazing amenities, including their awesome breakfast, pool and spa, a daily complimentary Happy Hour and the STAFF is always wonderful. Front Desk especially so helpful, nice and patient with our many questions...lol. On this most recent stay, please thank again and hopefully recognize SARAH at your Front Desk for her professionalism, smile, and sweetness taking care of us multiple times making our visit even better! Definitely an asset to your hotel. :) Thank too Ben and Roxanne who helped us with our Checking In and Checking Out. See you again soon!
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September 2023 by Sheryl Wilson
Had four fabulous people on check in and check out helping me!!! Check in Sarah, Vera at the front desk and George in maintenance helped me up to my room at 10:30 p.m.and check out Roxanne who went above and beyond the call of duty to help me out with some special things! All of them were beyond kind and sweet and they all made me feel very welcome!!! The service there is impeccable, the nicest location, very clean and modern hotel. Room is very clean, bed comfortable, bathroom shower great; nice big bathroom to spread things out in! Everyone seems so happy to work there and that definitely comes from great management in hiring the right people for hospitality! I want to highly recommend this location in beautiful San Rafael close to Sausalito, which is where I needed to go!!! You will be happy there!!! My omelette for the complimentary breakfast was also excellent!!!
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September 2023 by Tomer Baz
A couple on a leisure weekend.The good: good size room, comfortable bed, amazing breakfast, fun hot tub.The bad: the A/C in the room did not cool enough. Although the thermostat showed 65F it felt more like 75F. We contacted "Liza" who said that she would send someone to take a look, but "someone" has never arrived. While the hot tub was great, the pool was freezing cold, we couldn't stay in the water for more than 5 minutes. No one was at the restaurant during dinner time to sit us so we left and ate outside. During checkout when we told the lady at the reception about the A/C, all we got was a face of you are boring me and she went back to typing on her computer.In summary, while there were good and fun things during our stay, overall, I expected more from a Hilton hotel for that price.
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August 2023 by Tia Billings
We visited the hotel about six or seven times within a three month span. We had several issues with billing. They were resolved quickly, but make sure you check your bill. The hotel itself was very nice. The breakfast was amazing! My son loved the pancakes every day, and I really enjoyed the custom omelettes. The pool was nice and clean. The hot tub was nice and hot! Not too many chemicals. Probably the only thing I wish is that they had a bench outside for while you are waiting for your transportation. oh, and the restaurant in the hotel was amazing. We had different plates for every meal and enjoyed every single one of them. we will enjoy returning.I gave four stars for the location because you really need a vehicle to visit anywhere. There is nothing walkable. I wish I had taken photos of the meals we ate from the restaurant because they were all fabulous.
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August 2023 by daniel chaney
Bar folks are super helpful and courteous. Shelby is an excellent barkeep and kept things moving. Food came out as expected and quick.Rooms: King size double room is very nice but not for more than a couple.
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July 2023 by Julie HaasScully
Stayed two nights here with my daughter for a San Francisco visit. We flew into Sacramento and had a rental car. Easy access to Stinson Beach, Muir Woods, Fort Baker, Battery Spencer, Sausalito, and San Francisco. All the perks of an Embassy Suites - breakfast and evening reception - and a comfortable place to relax and sight-see from. Lovely staff. Easy to get in and out of from the highway.
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July 2023 by Justin Gross
Great gym and lobby area is very nice. I enjoyed the breakfast area, as well. But the room was a bit ratty with dirty carpet and lots of scratches on the furniture. Maybe from pets? I can't stand pet friendly hotels because they usually end up looking like this. I checked in after 10pm but my digital key wasn't working. The desk man said he'd comp my parking for the inconvenience. Well...they didn't do as they said they would do and they charged me for parking. I also requested a 'late check out' of 1pm. As a Diamond member, I've never had an issue with a one hour later check out. The morning desk man told me they could offer me a 12 noon check out time...the same time as regular check out. He didn't not look up my room number to see if I was a Diamond member or anything. I did not appreciate the service at this hotel as I found it to be lacking and they did not honor their word on the parking fee.
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July 2023 by Michael Thompson
Getting one star not because of this hotel but because of Hilton.My wife and I wanted to take our grandkids here. Very excited but the rates for next weekend are very high. We thought we'd use some of our points which showed as available online in our account. When we tried it said we could not. We called and spoke to a Walker representative who was nice but said many customers had their accounts "hacked" and they froze our points. They did this without telling is anything. We spent over 45 minutes on the phone with him and the first rep we spoke to. We were told they could not help us we had to send an email to the fraud dept. but that it would take no more than 24 hours to resolve. He was niceenough to promise us he'd make the reservation for cash but that we could substitute our points for part of the reservation cost once the points were made available. After 24 hours nothing. We called again, and spent 1/2 hour on the phone and were told it takes 3-5 business days and nothing they could do. My wife posted something in Hilton social media sites and they responded by telling us it was 5-7 business days and removed her post. All this from a company that prides themselves on customer service. Worst I've ever seen from a hotel chain. I bet Motel 6 would treat their customers better than this. What a joke this company is that they freeze your points without telling you and then lie to you over and over again about the process to unfreeze them when it was not our fault at any point in this entire process. I'm disgusted with this company.
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