Embassy Suites by Hilton San Rafael at Marin Center

Having a place to sleep

Facility smelled of Marijuana upon going to our room and its a non smoking facility. Was very upset because we have a special needs six year old. Staff said nothing they could do besides move us. We had already unpacked and our six year old was sleeping in our bed. Went to use the pull out couch to put him to sleep in there. Stains of food and crumbs all over and smelled bad. Wasn't cleaned and neither was the blanket and pillow case for that bed wasn't swapped out with new stuff. Told the staff at 10pm and didn't receive clean linen for 45 minutes to an hour. Some lights didn't work. Ate at the restaurant and the food was served Luke warm and there were us and about 6 other guests dining and the food came out cold, my ribeye was over cooked and the server said he couldn't change the sides. Sides were definitely microwaved and for my 40 dollar plate, was maybe worth 15 or 20 bucks and that's giving it some grace. Breakfast was pretty decent. Not happy one bit with the dinner and status of bedroom.

Rooms and facilities need an update. Been going here annually for many years. It's clean, great staff, but ready for a face-lift

Room appeared lovely at check in. Shortly noticed Keurig machine did not work and Keurig supplies were incomplete. Notified housekeeping. They dropped off some extra Keurig supplies but not an operable machine. We stayed a total of 7 nights. Housekeeping was inadequate at best. Bed made one time with blanket left crumpled on night stand. bathroom never cleaned at all in spite of requests for cleaning. Notified housekeeping of need for fresh towels (2 days into stay). No response. Obtained some fresh towels from front desk on fourth day. Trash not emptied during entire stay. I do not believe suite was vacuumed at all during our time their. Front desk personnel were very nice and attentive. Food and beverage experiences were terrific- food, drinks and personnel.

We need marked seating during happy hours.

The positives: The front desk was welcoming and my room was very nice and spacious. I had a very restful sleep with no noise. The hotel itself is in a more quiet area and there is a nice walk beside the hotel one can take that goes towards a body of water. There is a mall area about 10 minutes away with an assortment of stores and restaurants. The negatives: $15 (plus tax) parking in an open parking lot. My experiences in other parts of the country is that you never have to pay for parking in an open parking lot. (Maybe a California thing?) This charge seemed so petty - I'd rather they just raise the room prices. Food - I had dinner in the restaurant but the menu was very limited. It was noisy with people at a happy hour. The servers were very nice but overwhelmed. The seating was a vinyl bench that was quite worn out. Breakfast was standard Embassy Suites fare and was not particularly appealing.

Good location. Decent breakfast selection.

Extremely unclean rooms. We had feces on the wall of our shower. Yes, really. We evacuated the room immediately. When we were moved to another room, we found hair in that shower and a piece of a hornet’s nest on the bedroom curtains. We also had to wait almost a week for hotel management to contact Booking.com about processing a refund. The first manager, who received us at the front desk after leaving the first room, assured as she would handle the refund. She never followed up. Days later, when I called the hotel, a different manager picked up and did ultimately follow up with contacting Booking.com, but seemed annoyed that I asked for his help.

Location was great. Breakfast was fabulous.

Customer service was professional but minimum. Maid never vacuumed room, didn't replace used glass, or wipe down surfaces near microwave - just did obvious cleaning.

Breakfasts

Rooms not ready for occupancy Rooms smells bad