General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2226 reviews
Redemption is possible
Jacob and Rikki provided excellent customer service. I stayed here once in the past a couple of years ago and it was not the best experience. Talk about redemption! Jacob’s willingness to listen to me and meet my needs changed my impression of this hotel. I had a great room with a wonderful view. This is one of the nicest 4-star hotels in the area.
I will have a very hard time going back to this hotel until changes are made
Quite disappointed overall. Big plus was staff: they were available, courteous, and responsive. Hotel facilities, room quality, and amenities poor (mostly) or average. Room was supposed to be a higher quality room, but no robes, no slipper, no hot water pot, no extra bedding (it almost seemed as if the hotel hadn't paid its bills and the mortgagor came in an repossessed things!) and just 2 measly tea bags, paper cups, and mouse-sized water bottles provided. High-speed internet wasn't. "Free" Netflix and Showtime did not work. Room not well designed: dark, HVAC extremely noisy, and no place to hang clothing in bathroom. Prior to making my reservation I called the hotel to confirm the M Lounge would be operating normally. It wasn't: front desk staff made some gestures, but not really adequate. Others have commented on the ridiculous overnight parking fee. I will add that you may have to stand outside your car dealing with the sluggish parking system ticket machine while you wait for the gate to open. No big in good weather, but could be awful if raining, very cold, or very dark. I would strongly recommend considering the Embassy Suites down the street in lieu of this hotel, though the downside of that hotel is that common areas can be very noisy and crowded with families.
The Suite Life
The pillows weren’t the fluffiest ever (in room 2004) but the bed was very comfy and the customer service was definitely 4.5 stars! The room was clean and the location is safe and beautiful. I wish I could live here like Zack and Cody did in that Disney show The Suite Life.
We have stayed here several times before a morning SFO flight. Nice, busy hotel with a great walking trail with great views of SFO and incoming flights. Unfortunately, had a bad night's sleep. They were working on the HVAC system all throughout the night on the floor above. Drilling, pounding, etc. all night long. When I brought this to the attention of the front desk the next morning, they asked me if I requested a room change. What a dumb question....like I am going to change rooms at 2am in the morning. He said that the General Manager would contact me, but never happened. Thought they would have done something for a lifetime Platinum Elite Bonvoy guest who had a bad experience.
5 star for Hotel staff are nice ,1 star for restaurant staffs are disrespectful
Pros: Here you will get amazing bay view with the aircrafts take-off and landing. Front desk staffs are amazing Jamilla, Sen, Mark, Brandon are amazing 👏 and so nice towards guests and they always make their best effort to help guests. In restaurant Olga and Dado are the most and probably only respectful and humble staffs. Cons: most of the restaurant staffs are ill mannered and disrespectful towards guests. Mostly the person named Leon he is racist and with foul mouth. On a request made by my family of not giving large portion of meal ; instead charge full but serve little less portion than usual as the food will get waste... The person named Leon said " if you can't eat a pig will eat". Also Leon don't accept food voucher for 2 persons if they are not coming at same time for breakfast. My family went for breakfast at 7am and I went at 8.30am. So Leon disrespectfully asked my family that he will not accept any coupon for breakfast (which given by Marriott front desk for breakfast included room) unless all member sit for breakfast at same time. Also the racial misbehave by Leon is very prominent. Not sure how Marriott explain such things in their premise. Not to be mentioned this happen with a Bonvoy elite members.