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“Ok hotel, restaurant service issues, some front desk issues” 3 of 5 bubbles
Review of San Mateo Marriott San Francisco Airport

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San Mateo Marriott San Francisco Airport
Ranked #3 of 12 Hotels in San Mateo
Chicago, IL
Level Contributor
121 reviews
88 hotel reviews
common_n_hotel_reviews_1bd8 84 helpful votes
“Ok hotel, restaurant service issues, some front desk issues”
3 of 5 bubbles Reviewed August 17, 2011

Stayed for a convention at the hotel. Check in took a long time as the room wasn't ready. Gave the front desk all my info with credit card to have ready for when room was cleaned. Came back 3 hours later and finally got a room but had to go all through the process again. Shuttle only runs hourly to airport. Husband wanted to take the BART from the airport to downtown SFO. Front desk told us the cab would only be 10 - 15$ BUT it was really $35.00 or so. Might be nice to update rates with the desk.

Restaurant service was pretty awful. We had a business lunch one day and let the waitress know we were on a short timeframe. Ordered a salad, cold sandwich and one appetizer. 45 minutes later still no food. Told her to just cancel the order as we had to get going. She finally went and brought the food, hot appetizer was cold so that was NOT the hold up for our food. We let her know we needed the bill right away and she yelled across the room that lunch was on her......not a good service experience.

At the end of the convention, we had some things to pack up and move from the banquet room to the desk for shipping. Items were a big large and heavy. I had no held so moved the via the elevator myself. A valet or service person got on the elevator with me, looked at my struggles with the boxes and got off on the ground floor with offering no assistance. I dragged the boxes to the front. Waited for several minutes with others waiting to check in but no one was at the front desk. You could hear them talking in the back. Finally one person came out and had to take care of 4 check ins before he even looked my way.

Room was ok. Room service was fine. Housekeeping was fine but the service flaws are many for a well maintaned Marriott.....more like a 2 star instead of a 3 or 4 star.

Not sure I would go back if I had other options to pick a hotel.

  • Stayed August 2011, traveled on business
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank TravelNut70
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eCommerceCoordinator, General Manager at San Mateo Marriott San Francisco Airport, responded to this review, August 29, 2011
Dear TravelNut70,

We are so very sorry to hear of the inconveniences and miscommunications you experienced on your recent stay with us. Be confident in knowing that we taken immediate action into looking into these matters. We are extremely disappointed and are taking the necessary steps to ensure that this does not happen again. Thank you for taking the time to bring this to our attention. We do hope that upon your next visit to the area, you will decide to give us the opportunity to serve and accommodate you with the superior level of customer service that you deserve.

Sincerely,
Mark Lewis, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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665 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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Huntington Beach
Level Contributor
17 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
3 of 5 bubbles Reviewed August 9, 2011

This was the second time I stayed here. First time last year was fine. This time requested 2 rooms; one king, the other 2 queens, on same floor. Drove from SoCal, got in at 4:30 a.m. Not on same floor. When entering the double room, had not been cleaned. Bed unmade/soiled, wet towels on floor. (remember 4:30 in morning!) The front desk said to file a complaint due to the fact it had happened 3 times that week. They said check back later that day for another room. They could not give us a double room, so my adult son had to sleep in a king bed with his friend. Nice hotel, terrible cust svc!!

Room Tip: There are no guarantees. You may or may not get what you expect, even when calling ahead.
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  • Stayed August 2011, traveled with family
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
Thank MD1027
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eCommerceCoordinator, General Manager at San Mateo Marriott San Francisco Airport, responded to this review, August 16, 2011
Dear MD1027,

We are extremely sorry that we were not able to fulfill your request when you arrived at such an early hour in the morning. Also, please accept our apologies for our error in checking you into a room that had not been cleaned yet. We completely understand your disappointment, and, again, apologize for the inconvenience. Thank you for bringing the details of your experience to our attention. We have taken immediate action to ensure that this does not happen again. Thank you for choosing to stay with us a second time. We hope you will decide to give us another opportunity to accommodate you in the future.

Regards,
Mark Lewis, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, TX
Level Contributor
71 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 99 helpful votes
4 of 5 bubbles Reviewed August 4, 2011

I stayed here during the first week in August 2011. I had driven by this hotel several times from SFO airport. However, I was a bit reluctant given it's proximity to the 101 Freeway. After staying here, I couldn't be more pleased. Even though this property is conveniently located off the 101 with easy access to San Francisco, San Jose, and the East Bay, you hardly feel that you're staying in a hotel on the highway. The whole property has an Italian look and feel. Rooms are very clean and modern looking, with the exception that the rooms do not have flat screen TVs; you still find the older model TVs in the rooms. Upon checkin in, I was upgraded to a corner room that had windows all throughout. If you can, request the corner room with windows on both sides of the room. The conceirge lounge is one of the better ones I've seen in Marriott locations recently; it has a pretty good breakfast and dinner selection, as well as complimentary soft drinks, water, etc. The exercise room is great..plenty of treadmills and exercising equipment, although I did find that the headphones didn't work on 3 of the TVs.

Overall, a great stay in a convenient location. There's also grocery stores and a K-Mart directly across from the hotel. The hotel is a sprawling property....it's not a large tower, but a large set of 2-3 interconnected buildings with parking all around the property.

I have read other reviewers complain about parking charges. I did pay for parking but noticed a lot of parking spots around the street of the hotel. These days in California, get used to paying for parking...even in Courtyard, Residence Inn, and other Marriott brands.

Room Tip: request a corner room...park on the street instead of paying $20 for hotel parking
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  • Stayed August 2011, traveled on business
    • 5 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank MillionMilr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eCommerceCoordinator, General Manager at San Mateo Marriott San Francisco Airport, responded to this review, August 16, 2011
Dear united1k,

We are thrilled that you enjoyed your recent stay with us. Thank you for all of the wonderful compliments on our accommodations, amenities and convenient location. We also appreciate your feedback on our lounge and exercise room. Thank you for bringing the TV headphones to our attention; they have been checked to ensure that they are working properly. We are glad you had a great stay at our convenient location and hope that you will be back again soon!

Best,
Mark Lewis, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Traverse City, Michigan
Level Contributor
105 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
4 of 5 bubbles Reviewed August 3, 2011

We stayed at this Mariott the last two days of our West Coast vacation so that we were fairly close to SFO for a early Monday flight. It is located about 5 miles from the airport near the 101 and other main highways in what I would call an office park area. Downtown, which has some cute shops and cafe's is about two miles away. Accomodatins were comfortable and appeared fairly new. Rooms were spacious and no room is higher then 3 floors up. They have a nice pool area with a hot tub that is located in a enclosedgarden area surroudned on all sides by the hotel. Front desk was friendly and helpful. We did not use any of their bar or restaurant facilities. Our only "complaint", and it is relatively minor, was that this hotel was not located in a downtown area where land is scarce and pricey yet they gated their surface lot and charged $20 a day for parking. I was surprised...I expect this in a downtown area but not for a surface in a more suburban setting. All and all this is a nice hotel and Mariottdoes their usual good job on operating it.

Room Tip: If you want to park close to your room ask for ground floor on the outside parameters of the buildin...
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  • Stayed July 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank HelpYouTravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eCommerceCoordinator, General Manager at San Mateo Marriott San Francisco Airport, responded to this review, August 16, 2011
Dear Helpyoutravel,

Thank you for your great review and ratings on our hotel. We are happy that you enjoyed your experience and appreciate your time in giving us your feedback. Please know that our parking fee is commensurate with the majority of brand hotels in our area. Again, thank you for sharing the details of your stay with other travelers. We hope to see you again on your next visit to California!

Best Regards,
Mark Lewis, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Portland, Oregon
Level Contributor
77 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
4 of 5 bubbles Reviewed July 22, 2011

We have family all over bay area from SFO, Oakland and down to San Jose. It is very convenient location to commute up and down and west to east. It is a very huge hotel with lot of rooms. We had found our room very clean and tidy. the down side was this hotel is too big and we got lose easily. there isn't enough elevator. and the parking fee seems pricey. too bad we did not have a chance to spend some time in the pool.

Room Tip: i go to priceline.com to bid the room. very affordable.
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  • Stayed July 2011, traveled with family
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank CP_PDX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eCommerceCoordinator, General Manager at San Mateo Marriott San Francisco Airport, responded to this review, July 31, 2011
Dear CP_PDX,

Thank you for your review on your recent stay at our hotel. We are pleased you found our location so convenient to commute up and down all over the bay area visiting your family. We appreciate your patronage, as well as the great ratings and compliments on our property. We hope you'll be back to see us again on your next visit to California.

Best Regards,
Mark Lewis, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dublin, Ireland
Level Contributor
141 reviews
72 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
3 of 5 bubbles Reviewed July 19, 2011

Stayed here in Jan'11 for a couple of nights on business. The hotel was OK and clean but quite pricey including those god awful parking prices. The room was clean and bed was grand. As with most Marriott's the breakfast is neither free or cheap or the best you can find for the dollars. I do think they need to consider reducing the breakfast since they charge such high room rate. I would also agree that the parking charges are crazy!

  • Stayed January 2011, traveled on business
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank CasaMurguia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eCommerceCoordinator, General Manager at San Mateo Marriott San Francisco Airport, responded to this review, July 31, 2011
Dear CasaMurguia,

Thank you for choosing to stay at our hotel during your recent visit our area. We appreciate your comments and suggestions. Your feedback helps us to make necessary changes and improvements so that each of our guests can enjoy the very best experience possible. We hope you will decide to stay with us again on your next visit to the U.S.

Regards,
Mark Lewis, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
76 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
3 of 5 bubbles Reviewed July 17, 2011

Disappointing experience! Average given only because hotel was clean and amenities on par with other establishments of this level; however, our customer service experience probably warrants a lower rating.
Charged for parking (which is 20 bucks by the way) despite not parking a car with the hotel; parking option declined at check-in. Usually I would overlook the mistake and have it corrected, but when my wife asked to have the fee refunded at check-out she was questioned by the hotel staff. What gives you the right to ask a guest, "Well if you didn't park, how did you get here?" Really!!! I hope the management is ashamed, because I would be! Also, front desk representative wanted to charge us daily rate for the stay, despite having a pre-paid reservation - after the remarks regarding parking, can't say I was really surprised.
Bottom line, stay somewhere else. Management sets the tone for your overall experience. In this industry there is no room for bad days. Also, if you are driving, why pay for parking this far south of San Francisco - I can understand in the city, but here??? I stayed much closer to the city and paid only five last week.

  • Stayed July 2011, traveled with family
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank Advisor58
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eCommerceCoordinator, General Manager at San Mateo Marriott San Francisco Airport, responded to this review, July 31, 2011
Dear Advisor58,

We are very sorry to hear that you had a disappointing experience with us. Please accept our apologies and know that we have taken your comments very seriously. We have addressed your concern and taken appropriate action. Thank you for bringing this incident to our attention. We pride ourselves on delivering a high level of customer service for all of our guests, and, again, apologize that we failed at doing so in this instance. Also, please know that our parking fee is commensurate with the majority of brand hotels in our area. Thank you for completing the review on our property.

Sincerely,
Mark Lewis, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about San Mateo Marriott San Francisco Airport

Property: San Mateo Marriott San Francisco Airport
Address: 1770 S Amphlett Blvd, San Mateo, CA 94402-2708
Phone Number:
Location: United States > California > San Mateo
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Family Hotel in San Mateo
#4 Business Hotel in San Mateo
Price Range (Based on Average Rates): $$
Hotel Class:4 star — San Mateo Marriott San Francisco Airport 4*
Number of rooms: 476
Official Description (provided by the hotel):
Full-service Marriott convenient to San Francisco Airport and Silicon Valley. Deluxe accommodations feature guestrooms and suites. Restaurants, lounge, coffee shop, gift shop, business center, pool and spa, exercise room. Concierge tower rooms with private lounge. 24,000 Square feet of meeting and banquet space. Complimentary Wireless Internet for all Marriott Elite Members. ... more   less 
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Also Known As:
San Mateo Marriott San Francisco Airport Hotel San Mateo
Marriott San Mateo

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