I have just about given up on Embassy altogether, and I think Hilton would be wise to ditch the brand as a whole. Or at least put some money into them. This one is no exception.
This hotel is hard to find off of the 101...it's not right off the freeway. We did find it of course. I walked into the lobby and was immediately greeted with the horrible smell of chlorine...because they have a huge interior atrium (as to many Embassy Suites) with a lot of water features. I can't tell you how much of a turn off that is. Anyway we were directed to park near the rear entrance, where our room was closer to. An entrance which has an accessible ramp to the door about 100 feet away from where it needs to be, and so far way they need a sign to direct you to it. Um, people have luggage every day and perhaps a ramp to the door would be a good idea for EVERYONE? It's only one (big) curb and the concrete work wouldn't cost much. Anyway...we get inside and see AWFUL 80's decor---rose and green paint, fake plants hanging from planters, and the sound of people in the atrium bar echoing all the way through the hotel so you can hear them in EVERY room, since all rooms face the atrium.
Inside the room..there were chips on the desk, rip in the desk chair, marks on the wall, and (later we found) a sink that barely drained. Now someone who cleaned the sink properly would have noticed it took forever (i.e. 15 mins) to drain a small amount. In the bed, we found a wood chip (?). This was bad enough that I undid linens to look for bed bugs but fortunately did not find any, or else this review would have taken a very different turn.
We went to turn on the TV and it was not plugged in nor connected to the cable, so we called maintenance because even after we plugged it in, it didn't get any stations. After maintenance showed, we found the cable box was also unplugged though we didn't know it even had a plug. Whatever, this should be ready to go when the room is assigned.
Breakfast: it's included in the rate, which is good because it's not worth paying for separately. Staff were short and rude too. They make out as if "cooked to order" is a good thing, but they are really just metering what you have. Bacon is not cooked to order, it's sitting behind the counter cooked and they plop 2 pieces on a plate if you ask for it. I wanted an english muffin and couldn't find any..so I asked at cooking station and he said they were out by the toaster, but they weren't, and he said I had to wait to find the guy who's supposed to be filling up that stuff, not him. I did...asked for a muffin and he disappeared for 10 minutes...to fill up a huge tray of EVERYTHING they needed to fill at the toaster station. Not a bad concept, but when a customer asks for something, you bring it right away to them and then go back to filling up stuff.
Anyway I couldn't wait to get out of there. When I checked out they asked "how was your stay?" and I said, "Not good, and I will not be returning." I did at least get a look of concern from the staff and it turns out they only charged me half price, as I found out later. It was a nice gesture and they should have left it at that...but no. I got emailed a survey to fill out for Hilton...so I did, not much different from this review. After I submitted it, about a day later I got an email from the manager, who more or less said "sorry you didn't like it but didn't you notice that we discounted your room?" CLEARLY implying that he was annoyed that I didn't say nice things because of the discount. Well the place still sucks and I was NOT happy with the service.
Like I said, I will NOT stay here again, and Hilton needs to think twice about keeping this property in its portfolio.
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- Also Known As:
- Embassy Suites Hotel San Rafael - Marin County / San Rafael
- Embassy Suites San Rafael
- San Rafael Embassy Suites