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116 reviews
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Apr 17, 2025Flooded room, no compensation, no responsibility, no response
I was here with family. Overall the room and breakfast offers great value for the area. Unfortunately the room upstairs flooded and water was pouring into the room. Our toddler woke us up since she was sopping wet. Pack n play was soaked … backpacks and iPad ruined… disaster I understand crazy stuff happens… but the response from the hotel was so poor. They gave us a tiny discount and a form to fill out for the damaged items. Then they ghosted us. 5 + emails No response. Absolutely horrendous service.
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Feb 01, 2025Meh
We booked here for an area medical appointment we had to travel to the Bay Area for and didn't want to stay on the other side of the Richmond/San Rafael bridge due to traffic, so chose this place. I am a Hilton member, so wanted to use my points. The room wasn't very clean, it didn't look like it had been vacuumed, crumbs all over the floor. The bathroom sink had hair around the top part. We were a family of three and there were hardly any towels, we had to ask for more. No complimentary water given for members, even though we asked if they had some. This has been custom at other Hilton properties. The front desk staff who checked me out, wasn't very friendly and didn't even say "Thank you for staying here " or anything for that matter. Also, the parking fee is a rip off, as it's a very large lot with plenty of parking. There is no attendant or security, so not sure why they charge $15 a night to park. We wouldn't stay here again.
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Dec 16, 2024
Treated like dirt
I checked into this hotel due to a natural disaster in my neighborhood. An elevator was broken, they had no ibuprofen or Tylenol in their onsite convenience shop, and pool was being cleaned between 5 and 6 pm which seems like an odd time to clean the pool. But the reason I'm giving them a one star review is that the male bartender/waiter totally ignored me. He literally stood right in front of me arranging stuff while I was trying to get his attention to order dinner and a drink. He arranged a mat and some dish towels while I was trying to order like he was pretending he didn't see me. He then walked over to where some PG and E workers had just arrived to serve them beers, then walked away. I got the attention of the female bartender finally but she told me they were out of bread, and at this point I'd had enough and got some ramen noodles from the convenience shop for dinner. I've never heard of a restaurant being out of bread. By the way I am a Hilton Honors member. I don't appreciate being treated like dirt when I am a member and also a neighbor who checked into the hotel due to a natural disaster.
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Dec 03, 2024Great time.
We had a Great time. The Pool, the Happy Hour and the breakfast are all wonderful and add a great incentive to continue to stay at Embassy Suites when traveling to San Rafael. We did miss the hot tub since the pool water a little cooler than I love. The hotel has been nicely remodeled and is very clean.
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Nov 26, 2024Front desk was not very personable. Check in was late and fast. I enjoyed my welcome message on television screen.
Hotel is nice and secluded. My stay was okay however, it has been several days on end with the max days approaching and yet to receive the remaining deposit. This is disappointing due to the fact my stay went okay. I will not recommend this property for this one factor. With past stays, my financial institution has never gone this long, let alone the facility I stayed without the proper refunds.