Embassy Suites by Hilton San Rafael Marin County

"I've had an excellent experience with this hotel! Two employees, Jessica and Nathan, were highly professional as well as down-to-earth people, willing/able to fulfill all my needs without delay. Highly recommend."

"I experienced dissatisfaction with the level of customer service during my current stay. Upon booking a room with a bed and bed couch, my family and I were surprised to find that we were denied a comforter for the second bed. Despite multiple complaints to the front desk, we were told this denial was due to a house cleaning policy allowing only a single thin blanket. After talking to the sales customer service, we were informed that the couch bed was supposed to come with the same bedding as the main bed. Frustrated by this inconsistency, we returned to the front desk for the fourth time and finally received a comforter without resistance. It's disappointing that we had to spend time proving the illogical nature of their policies rather than promptly addressing our concerns, especially considering our children were uncomfortably cold at night…."

"This hotel is central located for vacation or business in Marin County. The common areas are bright and very open. The breakfast is solid but the even social consists of mostly chips and crackers. The rooms are showing their wear and tear. The first room that we were given had the AC vent falling off the wall and an overpowering bleach smell. They gave us another room that was adequate - but the rooms in general need some touching up. The staff was helpful but seemed really overwhelmed and overworked. They did not appear to have much left to tend to the guests in front of them."

"I have stayed at this location multiple times over the years. This is the second time I’ve had issues with check in as it pertains to billing. This time I attempted to use the Hilton app because it boasts digital key access without having to check in up front. That didn’t work so I had to check in up front anyways. They asked for my credit card in order to swipe which I thought odd because my card is already on file from when I booked the room. After multiple attempts to insert and swipe my card it was declined. Tried the other machine, declined again. Frustrated, I pulled out a different card which worked. They said they’d waive the parking fee for the inconvenience but I’ll be checking the bill to see they don’t. Immediately after getting into my room I get the call from my bank saying my card has been flagged for fraud. Big surprise with all the inserts and swipes. It’s a holiday so I can’t explain what happened, I can only say yes that was me and risk getting charged in triplet or say no and risk having my card frozen. As for the room, it says non smoking but it absolutely smells like smoke. It’s poorly lit and not the cleanest. I went down to grab a water (none provided in room) and explain the smoke smell and my frustration over the card issue. No help was really offered except to change rooms. Very displeased with this experience. *Edit: Front office manager reached out after our stay to address the issues and was able to compensate in a satisfactory manner."

"The hotel is nice, but so noisy. From my room on the third floor I could hear people talking, doors closing, road traffic, and snoring of the guest in the room next to mine. The first time I attempted to order room service I was told they were short staffed and it was unavailable. When I ordered later the food arrived promptly and was fresh. The sandwich was delicious, but the veggies were a little bland. I had to check out before breakfast. Charging $15 per night for parking is a bit excessive in my opinion. Overall my stay was decent, but not spectacular."