The grounds are beautiful and exceptionally clean. I had a comfortable room. The front desk staff was unfortunately rude and dismissive. The television in my room displayed snow. I haven't seen snow on a television screen since 1985. I tried to connect the television to the network but failed. I attempted to call the front desk from the phone in the room but the phone had no cord. I then called on my cell phone and was placed on hold and no one came back. I went downstairs explain the situation and the woman at the front desk immediately told me that's normal and I needed to channel up, she raised her voice as if I should be familiar with their rooms and equipment. I also told her about the phone and she said their cordless phones. I explained to her that the cord port was empty, and when I lifted the receiver, there was no dial-tone. I was provided with another room, it would be most helpful if the televisions did not turn on to a snowy screen and they displayed a guide for viewing channels and shows, A clock in the rooms would be most helpful. A few upgrades are needed. The only person at the hotel that was gracious was the Asian woman that works at the front desk. She was always attentive and ready to assist and was very professional and kind. When I checked out, I stood at the desk while two employees went on and on regarding a personal conversation. They completely ignored me. I was headed to the airport and was not going to be late. I just left my room key on the desk and walked out Sheraton. You need to retrain the majority of your employees on customer service and kindness. Everyone should be treated with respect and no one should ever be spoken down to. read more

Found this guy on the bathroom floor this morning!! Found long black hair among towels and on the bathroom floor and shower tub. Room just wasn't very clean. The walkway to my car was smeared with dog poop! If you're going to allow pets then you should be prepared to deal with the mess!! read more

Four Points by Sheraton Pleasanton - Found out I had company last night as I found this guy in the bathroom! - Hotels Near Me - Pleasanton, California

Made a last-minute decision to book this hotel for our 11-day California vacation while visiting relatives. I found a rate of $119 per night and booked all 11 days through the Marriott app. I even applied for a Marriott credit card to receive the $400 statement credit, so we were very excited and thought everything was all set. When we arrived, we learned that there was no complimentary breakfast and parking cost an additional $10 per day. I understand that I should have read the details more carefully before booking, so my wife and I decided to shorten our stay and look for another hotel that better fit our needs. However, when I informed the front desk of our decision, I was told that they could not find my reservation, even though I had already received a confirmation email from Marriott. After traveling all day and arriving around midnight, tired from our flight, this was extremely frustrating. In the end, we decided to formally cancel our stay and find another hotel. Based on this experience, I can only give this hotel 1 star. The poor handling of our reservation and the overall experience left a very negative impression and reflected badly on the Marriott brand. read more

Font desk personal was great very helpful and so nice! Thank you Connie for such great service! Pool is great as well! Rooms were clean and fresh! read more

Came here for a weekend business trip. The location threw me off because I saw the sign for PIVOT first and drove past it. Come to realize that the hotel was attached to PIVOT. Additionally, the hotel is 2 stories and has no elevator. If you require the first floor or have physical limitations please inform the front desk to get a first floor room. The water and inside portion of the hotel is beautiful, however, the rooms were slightly outdated with the tub a little old. read more

Beautiful grounds, pool, ponds, gardens, waterfall, geese. Very nice, hwlpful knowledgeable staff.

Certainly could not recommend anyone to stay here. No elevator so if you have more than one bag, you're dragging everything up the stairs. My reservation was for a room with a king bed, but they "upgraded" me to a room with two queen beds. I'm not sure how that's an upgrade. Parking lot has extremely small space so everyone's car door is going to ding the neighboring car. Had difficulty falling asleep because the room next door had a bathroom fan which wad so loud it It could be clearly heard through the wall. It even over took the noise of the bathroom fan in my room. read more

Always great hospitality. Never had a problem checking in, or a dirty room to come to.

I recently stayed here 2 nights. It seems like its a converted apartment complex since the rooms are situated in seperate small buildings just like apartments with a central courtyard and pool. It does get cumbersome since there are no elevators if you need to go up and down a lot (we were there dor a retreat so it was several times a day). The staff at check on and out were friendly. Theres hot water and black coffee in the lobby. They also have a small market which is insanely expensive imo. I got 1 small bottle of diet pepsi for $5.50! The rooms and bathrooms are well appointed and comfortable. read more

So upon arriving and checking in I was advised that there was no pool view available when I specifically booked for that. I checked in maybe a little past 3 and did the mobile check in already prior to arriving so I wasn't sure why they didn't save a room for my reservation. I was offered a garden view which I agreed to at this point since I'm assuming was their second best. After that check in was smooth. We stayed at room 221 which had an open patio that easily led to the garden/pool area. You can tell the room was clean. The smell of bleach was present but not overwhelming. It shows that the room was cleaned. We walked around the whole complex, were able to check out their gym which was also very clean. There were a good amount of people in the swimming pool and hot tub. No security patrolling the area so be aware of that. They have signs in the parking lot saying park at your own risk. Again, I don't understand establishments charging for parking if you can't provide some security. Before we left the following morning we saw syringes on the parking stall next to our vehicle where we parked. We brought this up to the front desk so it can get cleaned, but this made me decide to drop the rating to a 3 star. Customer service was amazing. They addressed all of our concerns but I was bummed that I didn't get the room I booked and finding syringes in parking lots especially when there we're kids running around the lot the night before is very concerning to me. read more

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I like this hotel but I don't like more!!! One night I'm stay in the room spiders, and they change my room that's fine, yesterday I'm stay 2 nights I'm stay with my service dog training I show the documents of my dog and they charge me 85 dollars for day + tax and 10 dollars for parking 2 days soo they don't give me my deposit back!!!! They say pet allowed but is ridiculous and not respect service animals training very upset I don't recommend stay there if you have dogs! read more

I won't stay again. It was on a weekday not many cars there and they gave me a parking lot view. I'm a Marriott member. I asked if I could have a garden view anything better than the parking lot they said oh no we are completely booked! Irritating haven't seen many people limited cars in the parking lot stayed two nights. . Vending machine is down no sign on it wanted water. Restaurant had two men at the bar. Best part is Starbucks is walking distance. read more

This is an addition to a review I left a year prior. We did, in fact, stay at this hotel again. Presumably the renovations are done as this trip there were not stacks of lumber or other construction equipment around. I had points which is why we opted for this location. Also with seven kids in our party, a good pool is a huge draw. That said, the rooms look identical to before and don't employ updated key card activation - meaning you still have to insert a card rather than tap. This is fine, it just makes me question what the renovations were about if the rooms and technology weren't updated. The pros: No ants! Better front desk service (this was a highlight). Large rooms (we stayed in a "deluxe queen"). The pool. The location to the event at the fairgrounds. When we needed extra towels they delivered them within 10 minutes. The patios on the first floor outside the room. The cons: Oddly enough they had towels at the pool but they were hand towels rather than regular ones. Obviously this was wildly inconvenient. Also the hot tub was cold for one of the afternoon and evenings. The hotel itself has openings to the general public which means anyone can park and walk in. Because the first floor patios have sliding glass doors, it's important to keep safety in mind and know anyone can walk up. As such, there is a vibe that doesn't always feel terribly safe. Last year there were discarded needles in the parking lot and this year there was an..."interaction"...taking place in the parking lot between a working woman and a man. The restaurant is still not open which was a surprise since they were working on it last time. But I do think that will be a nice addition. Also this hotel is in walking distance to many restaurants so there are options. We had Round Table delivered and it took over an hour but that's a Round Table problem. Not my favorite stay. Remains to be seen if I would stay here again. read more

I stayed at Four Points by Sheraton Pleasanton for a business trip, and the experience was frustrating from start to finish. First, the bathroom was dirty -- there was hair all over the floor and bathtub. The stairs were covered in leaves, and there's no elevator, which made dragging my suitcase annoying. Then my room key randomly stopped working after I finished using the gym one night. The front desk replaced it quickly, but still -- it shouldn't have happened. The worst part was trying to get my folio. I asked for it at checkout, but never received it. When I called, they redirected me to a phone number that demanded an itinerary number (which I don't have since the hotel stay was booked through Concur). When I called the hotel back to explain, they hung up on me and kept transferring me to the same number that no one answers. The receptionist also changed his name from Edwood to James. I'm still chasing down a simple receipt. This hotel is not clean, not organized, and definitely not business-traveler friendly. Will I stay again? Most likely not. read more

DO NOT BOOK A HOTEL ROOM BLOCK HERE AND IT STINKS IN THERE. GO TO HYATT HOUSE INSTEAD. We initially chose Sheraton to get room blocks because Sheraton is known as a good hotel in any other location. A month before the date of check in, we were told that nobody booked the room blocks even though multiple people has confirmed that they booked it using their provided link. We then told them the names of people and number of rooms through email so they can add it. I thought that would have fixed the problem. The day of check-in, my family told me that they said that there was nobody on the room blocks and everyone's rooms were separated from each other (spread across multiple floors). They didnt offer or do anything to rectify the problem. It took them awhile to check people in and the place didn't smell appealing. It was such a waste of people's money and time to stay at this place. read more

Only stayed here for one day to get some rest and get ready between appointments away from home. Booked the room via DayUse as I had no need to spend the night and needed the space between lunch hours. Normally check-in would have been after I needed the space. Restroom was clean and stocked. I wouldn't say there was anything special about the accommodations, but the pool did look nice from a distance. I had no use for it that day. Would I book here for a staycation? No. Would I book here for use of a private room and comfortable place to rest or get ready for a night out? Yes. read more

Stayed at Four Points by Sheraton Pleasanton for a quick trip and it did the job. Check-in was smooth and the lady at the front desk was super friendly and helpful, which was a nice start. The hotel itself definitely shows its age and could use some updating. The doors leading to the hallways were a little rough and gave off those "been around a while" vibes. The room was clean, though, and I appreciated the balcony--it's a nice touch. Just a heads-up: the partitions between balconies are slotted, so if your neighbors are out there too, it kind of feels like you're hanging out together whether you want to or not. Location-wise, it's got easy access to the freeway and there are some decent food options nearby. Overall, not a bad spot for a short stay, but don't expect anything too fancy. read more

Location was great, as we were headed to Mavericks for some line dancing. We parked grabbed our luggage and walked to the lobby. Greeted right away. Reservation was in their system. The lobby is adjacent to the pool. It was a little noisy, but the gal that was checking us in kindly excused herself and went to close the doors in between the lobby and the pool area. She advised that she upgraded us to a room with a view of the pool. I thought that was awesome. She asked if we wanted first or second floor we said second floor here' where the hiccup comes in, we had our luggage and stuff and to get to the second floor you had to go upstairs with all your stuff. This is not your typical hotel. It's more of a resort style. It's beautiful, but as soon as we open the sliding glass door, all you could hear is children screaming not the hotel's fault. I just feel that the gal should've informed us that we would have to go upstairs with all our stuff with the no elevators. Check out was just as easy. read more

We had an emergency trip to the hospital in the middle of the night this week. Czarina got us into a hotel room with no reservation at 9 am, when check in is usually at 3 pm. The renovations have made this a very peaceful hotel. We enjoyed our stay. read more

Four Points by Sheraton Pleasanton - Ducks in the Sheraton artificial river - Hotels Near Me - Pleasanton, California

What a serene place to stay. Beautifully landscaped and everyone was so nice. The room was spacious and I love a mini fridge and microwave. Coffee and fruit in the morning which was nice too. I felt like I had a little getaway and not just staying at a hotel. Thank you!! read more

Stayed here the other weekend for a wedding. Negatives- I wasn't aware the restaurant had been under renovation otherwise I would've booked somewhere else. No breakfast but they offered coffee. They have a security door at each entrance that requires a key card, but the one by our room didn't lock so anyone could walk in. I also found it a little odd that the building we stayed in was the only one not connected to the other four. I wasn't aware until we arrived that parking was $10 extra PER night. I've never had to pay extra for parking at a hotel I'm already paying for. Positives- We found the bed to be extremely comfy. I'd actually say it was one of the better beds I've had in a hotel. Parking was easy enough. The shower had hot water and you could change the pressure. Overall the room was decently clean. It has a mini fridge and a microwave, which I would expect. Standard TV, not a smart one but I don't mind. I think the hotel was close by a lot and it made it that much easier to get around. There was no noise where our room was so it was very quiet, which I love! Overall, I would stay here again but after the renovations are done. I found the front desk staff to be either friendly or rude. No in between. However, I got a good deal on our stay so I guess I can't complain too much. read more

I can't believe i spent almost $200/night on this shabby embarrassment of a 'hotel'. The air reeks of marijuana, tobacco and pool water. The bedsheets are threadbare and stained. The furnishings are chipped and stained. When I tried to call the front desk to ask to switch rooms because of the stench and cigarettes lying on the floor, i realized that the room's telephone cord had been cut. Despite the abysmal lodging, the grounds of this property are beautiful, with multiple fountains, a lemon tree, and an abundance of purple flowers lining the walkways between rooms. It's a shame that Marriott has let this potentially beautiful piece of real estate rot into the dangerous, decrepit state it's currently in. read more

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was charged double for my stay, and no one will take responsibility. I spoke to three different people. The first two actually admitted the mistake and told me someone would call me to fix it--it's been weeks and no one has followed up. I came back today, and now the "new" manager claims he can't find any record of the issue--even though the others clearly acknowledged it and said it didn't make sense. Now he's telling me to dispute the charge through American Express, even after I showed him clear screenshots of my booking. I tried to be patient and give this place a chance, but this isn't the first issue. During a previous stay, we had to change rooms because there was a razor left in the bathtub. The room was clearly not cleaned properly--we even found a condom wrapper on the edge of the bed. Absolutely disgusting. Poor service, no accountability, and filthy rooms. Do yourself a favor: do NOT stay here. read more

They remodeling - thank god!! I know I've stayed here before (and didn't know it was subpar) but this time I upgraded to a suite....room is still old and in need of upgrades (old carpeting, dented walls, old fixtures, stains on carpet/furnishings), rooms are surrounded by nice greenscape, but rooms on second level has no apparent elevator so typical have to haul your suitcases up the stairs (inconvenient). Front desk is courteous and helpful....they are in process of needed renovations. read more

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Room was extremely dark, bathtub was completely filthy to the point where we did not want to step in to it. The heater/air conditioning completely smelled foul when we turned it on. The bedsheets had a smell to them and looked like they were never changed out. The room was very damp and smelled moldy. To top that off, housekeeping was extremely loud, laughing and talking as loud as they could. Got zero rest and didn't even stay the extra night that I had booked here. I went to a better, newer and friendlier hotel very close by. Save your money as all staff here is completely rude and the rooms are absolutely disgusting. read more

ZERO STARS! This place is filthy! Upon arriving to check in for our reservation, we were notified the bed type we had reserved was not available. We were told that our only option was that our entire family share a king bed instead of the 2 queens we reserved. Knowing that was not going to work, the front desk ultimately offered a roll out bed and said we could change rooms in the morning once a double became available. Not happy, but exhausted, we settled for that. We got the keys to a 2nd floor room. We asked for directions to the elevator to learn THERE ISN'T ONE. We had to walk to the 2nd floor using a staircase with all of our luggage and a stroller. Upon getting to the room, we were absolutely appalled. It was FILTHY!!!! See photos for details .... We canceled our reservation and left immediately. There are much nicer, cleaner options in the area for the same price. read more

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This is the second time I've stayed at this hotel. The first time was about a year ago and it was a very odd stay (see below) but given the price and the location, I figured it was worth another shot. The first time I was at this hotel I was given the keycard to a room that looked like it was occupied (bed looked like it had been slept in, takeout food containers in the room) so I asked for a new room. The new room was ok, but really run down. So on this trip, everything started well. The room was actually nice enough and it was pretty quiet. Last night, however, around midnight or so, I was sleeping when someone tried to get into my room. At first I assumed it was someone mistaking my room for theirs, but then the door started to open. At that point I was fully awake and started to get up to see what was going on when I saw the door open a bit and also saw the hallway light. Luckily, I (1) had latched the security bar and (2) am a big guy, so I slammed my shoulder into the door to shut it as the person kept banging against the door to apparently break the security bar. All I heard after that was a male voice yell "YO" and then I heard running. In the end, it was just an annoying disturbance, but who knows what was going on? Had I not latched the security bar, or had I been a smaller person who couldn't push the door closed when the person was trying to get in, I can't imagine it would have been a pleasant scene. Would I stay here again? Probably not. It may well have just been a drunk/high guest who, like on my first stay here, was given the wrong keycard. But this is the second time something weird has happened at this hotel and given the lawlessness in the Bay Area and the rampant crime, I just don't think this is something to dismiss. read more

Four Points by Sheraton Pleasanton - This is the security latch that prevented the person from getting into my room. The sign should be taken seriously. - Hotels Near Me - Pleasanton, California

"Danica" was very helpful during check-in and made sure my mother was able to stay in a ground-floor accessible room due to her difficulty climbing stairs. She also recommended a restaurant in San Ramon for breakfast, which we visited the next morning and really enjoyed. The rooms are large and clean, and the accessible bathrooms are outfitted appropriately for safety (raised toilets, easy-to-reach grab bars around the tub/shower, etc.) The grounds are beautiful and the pool is very nice. The hotel is located close to the freeway for easy access. Recommend! read more

The 5 star rating is for what used to be. The restaurant, which has been closed for more than a year, was the best place in the area for business lunches and mixers. Reasonable parking even though a good part of the parking for customers has been leased to a nearby car dealer for their inventory. Usually clean restrooms, rather than a single restroom with a line waiting. Beautiful ambience with the view of the courtyard. Convenient to the freeway. It seems like an odd decision to leave it empty when it had a very large list of loyal customers and an excellent staff. Seeing the reviews for the hotel makes the decision to leave the restaurant revenue on the table more understandable. read more

Place was under construction at the time, but not a big deal. However, the first room we were checked into wasn't made up. Again, not a big deal so we just went back to the front desk to get another room. The room we did get smelled like cleaning agents but we opened the back sliding door and dealt with it. The worst part of the night was people partying in the hallway at 1am (200 bldg). We called to the front desk, and it took them 15+ mins to send someone to squash the noise. Most definitely, absolutely stay elsewhere if you're in the Dublin/Pleasanton area. read more

Rooms and hotel have been updated but still uses an older style card reader that get de-magnetized easily. Upon entering my room and immediately smelled an odor of marijuana. No other rooms were available at the time and asked for a refund. My card was charged for two days still and thankfully the supervisor on duty completed a refund. He was a pleasure to work with and considerate. My question is why did housekeeping not inform the staff that this would be a problem. I could have received a phone call to be informed sooner rather then me having to get another hotel at 9:45 pm. read more

i know they have been remodeling like forever. And i stayed here a few times because my office is across the street. but come on checked in - front desk asked if i had a car. Yes. ok that's an extra 10 per night. did not charge for parking the first two times. the parking lot has a ton of open space. guess management decided to milk their customers for a few extra $$ asked the front desk do they clean the rooms daily or do i need to request. oh No we clean every day. get back to my room after a long 12 hour day. no house keeping. just the front desk saying sorry oh well tomorrow. bet they won't got to my room. no bottled water. they had a nice sign and shelf for water but no water. went to the front desk. first they asked if i looked. then they gave me two bottles. out of water now Because NO HOUSEKEEPING go into the bathroom the body wash is lying in the tub and the drain is exposed. oh well probably just an oversight. nope. the body wash does not stay on the wall and the drain is plugged so 6 inches of water to my ankles. thought maybe housekeeping would alert someone. no they never came. DO NOT STAY HERE. Pay the extra 40 to stay at the court yard. read more

Four Points by Sheraton Pleasanton - body soap and drain plug upon entry - Hotels Near Me - Pleasanton, California

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Not what I expect when I stay at a Marriott property. The one star is for the nice people at the front desk, otherwise it would be a negative rating. Let me preface by saying I stay at a lot of Marriott properties from the Bay Area to Monterey to the Los Angeles area and even in Portugal (those are a MUST btw). Marriotts are a nice little getaway from your normal hotel chains with sprawling properties, nice restaurants and lively bars. This property has no restaurant (under construction for over a year???), no bar (I'm guessing the same reason) and the room I was in was terrible. It took 10 swipes of the card to get in the room and the handle looks like it was pried opened or jimmy'd. It was loose and clunky. Hopefully I can get back in tomorrow. Next thing I noticed was how dated the room was. Closet doors scarred up and the bottom of the bathroom door is chewed up and then sloppily painted over. No pictures on the walls, toilet and tiles are crooked and warped (seriously, the toilet is twisted to the right). I am going to leave this property and go to the Walnut Creek Marriott. They have all the amenities, yet further from where I am working this week unfortunately. I just stayed at another Four Points in Sacramento and it was nice! All the amenities you come to expect, nice property and rooms. I know this may sound petty or jaded, but staying here costs a lot! Cmon Pleasanton Four Points, spend a little of that money and fix this place up. It has potential, but it's far from par as far as what Marriott properties are known to be. To top it off - checked out after first night. They charged me for the entire week. Nice job Four Points. Way to also take all the money... read more

Four Points by Sheraton Pleasanton - Fork under my bed... man. - Hotels Near Me - Pleasanton, California

They charge $150 nonrefundable fee for pets. It was not obvious when booking, you have to specifically look through their policies. We got to the hotel and they wanted to charge us the pet fee which was more money than the actual room price. We had to cancel our stay and scramble to look for another place to stay that same night. Overall very stressful experience. I would understand if it were a refundable deposit, but a pet fee that is more expensive that the room itself is ridiculous. We ended up staying at Best Western who only charges a $35 pet fee. read more

I booked a block of rooms for my wedding in May of this year. The rooms are outdated and they don't have any suites, just larger rooms with kitchenettes (only 3 of them in the whole hotel, which they only let you book 2). I chose this hotel since they had a restaurant at the time of my contract, and I wanted to have an after wedding brunch at the hotel with all of the guests staying there. Later, 2 months before my wedding, I found out the restaurant closed due to COVID and no one told me. Especially since I had booked out the restaurant already for this brunch... terrible customer service. This was only the beginning of many issues including delays in earning my points, nightly rate was cheaper online than my "discounted group rate", and the pool being out of service. When I originally booked the sales department told me that I can have guests pay for themselves and I would earn the points from all of their rooms. About a month after the event I never got my points. I called and learned that the sales department gave me the wrong information, and I can only earn points from the rooms I personally paid for and not for my whole room block. It is now September, 5 months later, and my bonvoy account still does not have any points. I have called the department 4 times at this point over the past few months and each time they say they are sorry and are doing it now. I will try to update this review when I finally close this out, but in summary I will not stay here again and overall has turned me off from the Marriott brand. I should have stayed at the DoubleTree or another proper 4-star hotel for my wedding block. read more

This property feels like an apartment complex in an industrial park. No elevators so stayed on first floor, which also had stairs getting into the main door. No ramp. The property is next to some kind of van storage lot. Pretty trashy. No restaurant or real food. What is happening to the Marriott brand? Only stayed here because my regular Marriott was sold out. read more

What a disappointment. I was in town for work and don't require a lot. I went to the front desk at 6am and no one was at the desk. I waited for over 10 minutes and no one came to the desk... I was just trying to find out where I could get coffee somewhere within the hotel or if I could get coffee for the coffee maker in my room. I ended up coming back to my room and calling the front desk (someone did answer the phone) and was told that there would be coffee at 8am!!? I've noticed that other reviews talk about the amazing breakfast. If it's available, I wasn't told about it and couldn't find it. Maybe it didn't start until 8am either. There were spiders in my room (I saw 3) when working at the desk. The layout of the hotel is not my preference (2 floors, no elevator, multiple buildings that are spaced out) - but thankfully I was able to get a room on the first floor so that I didn't have to drag my bags up the stairs. Unfortunately the ceiling/floor must be very thin as I could hear someone walking above me at night and I could hear their toilet and shower, even when I was in the room and not in my own bathroom. The best thing I can say is that the towels in the bathroom were fluffy. read more

I looked past the construction going on, tried to ignore it because it's still a really nice looking place. Went late Friday night so I was tired and went to bed. Saturday morning I checked the bed to see if I'd let anything in it. The sheet rose and to my surprise the mattress was nasty af. I pulled up the sheet more to take photos. I feel so disgusted. Called to complain to front desk where I was told to wait for the manager to get on the line. No manager available so I was told I'll get a call back. Smh read more

Four Points by Sheraton Pleasanton - Hotels Near Me - Pleasanton, California

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Home for the Sunday, 8/27/23 night. Had a wedding at Ruby Hills and decided to book this hotel (15 minutes away). Close to a lot of shops especially the outlet outdoor shopping center. Decent size room #668 and was a pleasant stay. The only one complaint is that my daughter bed was a section that made her sinked into the bed... bc she has back issues, she was uncomfortable. As far as that, it was quiet. read more

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My family and I recently stayed in this hotel. After checking out, we headed to SoCal. It was only when we reached SoCal that I realized that I forgot my apple watch inside the drawer in the room. I tried calling the hotel several times, specifically the "lost and found" but nobody was answering even though it was ringing all the time I was calling. So I messaged the Front Desk Manager, Ms. Rubeeka Shrestha, and let her know about my concern. She never replied to my email. I was supposed to do the guest satisfaction survey but I was waiting for her reply before I do it so it expired already. Also, I always book hotels on my bonvoy app as I trust the Marriott brand standard. But I got very disappointed with this one as they have no elevator. We came straight from the airport from a travel from another country so we had 5 big luggages that night. My wife and I had to carry big heavy luggages up to the second floor. It was only me and my wife who did the lifting as my son is only 5 years old. It was very inconvenient. Another thing is that the restaurant was closed so we always had to eat outside. There was only coffee station and few fruits in the lobby. Lastly, the staff wouldn't even bother to greet you. They would just look at you when you pass by the lobby. Im so disappointed with this hotel. I tried to do the "Contact Us" on Marriott website but mu comment for my concern wouldn't submit so I'll just post it here in hopes that the right person would be able to read this. read more