My wife and I stayed at Cavallo Point in an original Queen unit (not the newer ones on the hill). This was a trip to celebrate my 31st birthday as well as our 5 year anniversary. It was our first long distance trip away from the kids (4 and 1 1/2) ever and we were really going all out for it. Actually, this was a surprise trip for my wife who stays home with the kids.
Before I get into the review, I just want to say this was the best service any resort or hotel has ever provided me in my many years of personal and business travel. Please read this review because beyond accomodations, a view, the restaurant, you're going to see what a real resort does for people in distress. The people working here actually CARED about our problems...
We flew into SFO (from Chicago) and drove out across the Golden Gate and took the windy path down to Cavallo Point. The grounds are beautiful and truly "in touch" with nature. Check in went fine and the staff said happy birthday and anniversary to us. The Valet parked our rental car (we'll come back to that) and drove us up to our unit on a golf cart. He took the "long route" so he coudl show us where the spa and hiking grounds were. He was very friendly and brought all our bags into the unit and even set them up on the luggage stands. He also checked to make sure we weren't missing any of our ammenities.
We stayed in a building from 1903 with a Queen bed. The accomdations were one of the original houses built for the military when this was Fort Baker way back when. The bed was comfy, the TV worked, there was a safe, all that normal hotel type stuff. The windows were original and provided wonderful views of the woods and the bay. The bathroom was divine and the entire room was windows!!
Each of the original "homes" which are now units are divided up into four different units. There is a North and a South Door. Upon entry you can enter your unit on the first floor or head to the 2nd for those units. We stayed on the first floor but never heard our neighbors.
Shortly after checkin we went to the Farley Bar for dinner (4:30). On our way in we asked the valet if they could call a cab for us to take us to our Alcatraz night tour (read my review!). Dinner and drinks were superb. The bartender had some friends of hers at the bar so no one paid us much attention, but we didn't really care since it was our anniversary trip.
The next morning we woke up early and had breakfast in the dining area. It was absolutely superb and the service was great. I also failed to mention we booked the "ulitmate date night package" which included a $100 voucher for dinner and $60 voucher for breakfast.
NOTE - HERE IS WHERE THE TRIP TURNS BAD
We give our slip to the valet guy (Steve) who goes to get our rental car (Mercedes SUV). It was taking a while and we were wondering what was going on. THen we see him walking up from a long ways away. He tells us on his drive from the lot down to the front the car simply died. It didn't sputter or chug, just turned off and all gauges went to zero. The battery worked fine, but it wouldn't turn over (no sound when turning key whatsoever). He took us back on a golf car to where it was parked on a side road. Steve's account was 100% accurate... no go.
I won't go into insane detail here about how poorly Hertz serviced us here, but long story short they refused to send a replacement vehicle to us. THey asked we cab it back to SFO (45 mins away) and get a new vehicle, then drive back. They also were not originally going to pay for our cab fare. This was killing our day, we were checked out of the hotel and about to go to Muir Woods, then a quick lunch in Sausalito (Scomas) then we had a reservation in Napa at Domaine Carneros for an afternoon tasting & tour.
While on the phone with Hertz (on my birthday mind you), a total of 5 resort employees have come by to inspect the vehicle and offer suggestions. None of them work (we later find out the car needed to be towed... 3+ hours the service guy worked on it and it wouldn't start). Steve says we can ditch the car, tell Hertz to pick it up and cancel our agreement, and he would drive us to the local Enterprise dealer.
Nancy (concierge) takes over from here. My wife has broken down crying as our trip didn't have wiggle room for these kinds of problems and we felt stuck. She got Enterprise to get a car ready immediately and said Steve would drive us there in the hotel mini-van right now. One problem: Enterprise doesn't let you return vehicles to the airport. It would have to be returned to the Sausalito station. We are not returning to Sausalito and our flight is in 2 days at 7:45 am.
Nancy and Steve say we can leave the unit at Cavallo Point (at 5:00 am) the day of departure and they will personally return it to the Enterprise people for us so we don't have to pay the $150 fee.
When we arrive at Enterprise they sing happy birthday to me as we walk in. Nancy called and told them it was my birthday after we had left. THey also said they were giving us a free upgrade to a convertible to try and make up for Hertz's shortcomings. Again, Nancy called and told them to do this (something Tiff muttered under her breath.. "hey maybe they'll give us a convertible!")
Steve stayed with us for the entire event, and also moved our luggage from the mini van into our new rental. I cannot say enough about Steve & Nancy. By the way they had a cab waiting for us when we arrived at 5:00 am for our return flight, plus the check in staff was aware of our issue.
THIS my friends is the service you pay for when you go to a resort like Cavallo Point. You already know the view is great, the buildings are historic, the food is good. THE SERVICE TOPS THEM ALL. Without a doubt, 100% we will return to this location when we vacation in San Fran again. I will personally recommend this hotel to everyone who goes to San Fran / Sausalito for a vacation.
PLEASE take my advice. And if you meet Steve or Nancy on your trip there, please tell them we are eternally grateful for saving our 5 year anniversay trip (and my birthday). Thanks Steve & Nancy!!!