First with the good things:
We got the hillside cottage balcony room, and the interior was very modern, clean, and spacious. The bed was very comfortable and we purchased a bubble bath and salt set for a relaxing time in the extra wide and deep tub. We had a balcony with an awesome view of the marina. Since the balconies aren't layered above each other, you can look straight up and get a spectacular view of the night sky.
Now with some disappointments:
One of the first things we come across while exploring our room: an almost empty carton of almond milk in the fridge. Okay, people make mistakes. Maybe the cleaning folks just happened to forget. We tried not to think too much of it in the beginning. (Read the last paragraph)
The toilet and the entire room is separated by this clumsy "door" that you pull together and since it's so flimsy you have to line up the two carefully to get it to close and lock. It's almost as if there was never a separation originally between the rooms and they constructed this ugly door just to make the separation. And still, it's barely a door that provides any privacy and the sound of a person doing their business can be heard echoing throughout the whole room.
The balcony. Feels nice to sit outside with the beautiful view and look at the stars, but the chairs are small, uncomfortable, and a bit outdated, especially when comparing with the interior modern design. A slightly bigger chair that you can cuddle with your partner would have been nice.
I saw someone else mention the same thing in one of the reviews here and we experienced the same thing. When I called the hotel, they told me that I can get my breakfast, which was part of our 'bed and breakfast' package, sent to our room. When we checked in and asked the receptionist, she said that the complimentary breakfast could not be made into room service. Sounds like we weren't the first to be told this.
Another issue we had the morning of checkout. Around 930am, the cleaning folks barge into our room. What the?? We were woken up by the door opening and the person saying 'oh excuse me'. Now, first they forgot to clean up the carton of almond milk from the fridge. Now they go into people's room while they're sleeping. And it did not end there. They came two more times, knocking on our door shouting 'room service!' until the last minute we were about to step out. We kept telling them we haven't checked out and we even heard them knocking on our neighbor, who impatiently said, "Yeah, we are checking out now." When the hotel policy says checkout is noon, we will check out by noon. Why must you bug us from 9am and make us feel like we need to get out? Way to make the guests feel welcome.
Thinking about it just frustrates me. WIth the price you're charging, you need to train your staff a little better.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We truly appreciate your candid comments. Our prime waterfront location and spectacular views are really second to none, and it is so important that we, at Casa Madrona Hotel & Spa, deliver equally impressive service standards. I am sorry to read that our Guest Services team fell short of that promise, good intentions aside.
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To that end, please accept our apologies for the miscues you experienced with our Housekeeping crew. As you point out, guests often depart as late as 12 noon, and while we can assure you that we take painstaking efforts to accurately inspect all accommodations, it is on rare occasions that, in an effort to ensure availability of our guest rooms and cottages to arriving guests prior to 3 pm, an oversight occurs. You are absolutely correct - staff training is essential to our success - and observations such as yours greatly assist us in improving our operations as we prepare for the launch of our new premium accommodations, including the completely restored historic mansion and renovated upper hillside cottages. Thank you again for sharing your insights - they are tremendously helpful!
Thank you, also, for remarking upon the special online promotion of which you took advantage. Our 'bed & breakfast" package is designed, priced, and advertised for our guests to enjoy a freshly prepared breakfast at the highly acclaimed Poggio Trattoria, though room service options are certainly available. We apologize if the information you received on the various alternatives was unclear.
We hope to be welcoming you back to beautiful Sausalito hopefully soon. Rest assured, no amount of effort will be spared to provide you with the first class service and hospitality for which Casa Madrona is known!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.