Country Inn & Suites by Radisson, San Carlos, CA

"I checked out 20 minutes past their check out time & experienced a series of events within those 20 minutes that should’ve never happened. Please see timeline below: At about 12:05pm: I hear Loud Pounding on the room door while finishing up my shower, which was the first red flag (no reason why any employee should be pounding on a door just a few minutes after check out time) I get out the shower glance at the room clock to check the time & I see it says 10:55am, then check my phone which is when I realize the clock in the room was more than an hour behind being that the real time was 12:10p. So I continue getting ready and just as I’m wrapping things up I get a phone call at 12:15pm from the front desk. 12:15p: Jasmine, front desk employee, calls me and I advised her that I was just grabbing my bags and heading out. Keep in mind it’s only 15 minutes past check out time at the time of the call. She proceeds to tell me “we don’t have late check out, Sir!” At which point I again advised her that I was just grabbing my things and heading out. First piece of advice, instead of harassing, give a friendly reminder 30 minutes before check out. 12:20pm: During check out I was met by Jasmine and Perry, the hotel GM. At this point I was already upset with the service and how they chose to handle this situation. I advised Perry that the clock was off by more than an hour which he then rudely asked if I had a cell phone, which is honestly irrelevant. Don’t run a business based on assumptions, whether I have a phone or even a clock in the room or not should not be part of the conversation. He needs to assume that the front desk is the only clock in the entire hotel. If clocks are going to be in the room then clocks should be added to the checklist for when rooms are turned over, housekeeping should be verifying room clocks, as well as the housekeeping supervisor while conducting audits. Being that these employees are willing to pound on doors, give harassing phone calls, and provide horrible service at the front desk just 20 minutes past check out, maybe this small step would help prevent that, being that the clock was the reason I was thrown off with the time, again me being off on time is irrelevant, I’m not running the business here. I’m a guest staying at a hotel. It doesn’t matter how this sounds but it’s not my job to manage my time down to the minute while staying at a hotel. People stay in hotels for many reasons, business, vacation, etc. and as guests we can easily manage to lose track of time, again not our problem. I’m not the first nor the last person to check out late. This is part of the business and which is why hotels usually give a courtesy call 30 minutes before check out time, or have a late check out policy in place if a late check out is not an option. Which was another thing this hotel did not have. I checked out 20 minutes late and things escalated way too fast and was absolutely unnecessary. A simple root cause analysis would’ve fixed this situation on the spot and would’ve prevented this from even happening in the first place but Perry, the General Manager, doesn’t even qualify to be an hourly employee at any hotel, not even a motel 6. This was a series of very poor judgment calls by the front desk employee Jasmine and the hotel General Manager Perry. Here’s some free advice, the next time someone checks out late, instead of pounding on the door, harassing guests over the phone, making irrelevant assumptions, and losing business, simply complete a Root Cause Analysis. Learn how to manage late check outs and coach employees on how to find the root cause instead of making a small situation bad. If a guest having a cell phone or not is your root cause, then you should not be in this industry! Ps: Perry threatened to call the police on me because I told him he had horrible customer service skills! Lol Please read the other negative reviews, they’re alarming! Calling the police seems to be common practice here, hmm! I think I know who the root cause is here, Perry!"

"Front desk staff was really friendly and nice!! Rooms were good, nothing too fancy (but nothing gross or unclean). Free breakfast has basic stuff like waffles eggs and cereal. Quiet night stay (even though it was right by train tracks didn't hear it once during night)"

"We went to stay here and they tried everything they could to deny us staying with our service animal. The general manager was very unprofessional and rude. He wanted to enter our room each day to ensure there was no damage or disturbance which is not legally allowed. He also said that he would be doing this inspection of our room randomly and we wouldn’t know the time and that we were not allowed to have a do not disturb sign up. This is a complete violation of our privacy and there was no attempt made to even ask if there would be a good time to do this. He just said that they will show up, open our room and inspect and I can’t put up a do not disturb sign or stop them from entering at any time they want to. This is after we showed proof of our certified service animal. Before they were going to just cancel our reservation. We had to argue and convince him of the legitimacy of our service animal. Our service animal was very well behaved, not reactive and completely focused on the owner the whole time. Our service dog is also hypo allergenic and does not shed. After explaining the task, that our service animal will lick to alert for the medical disability, the manager Perry continued to tell us that is not a service animal task but an emotional support animal. All he did was talk over us angrily without really listening. All you have to do is take a couple minutes to look up Service Animal Tasks online and he will clearly see that many dogs will alert their owners by licking. Even after he acknowledged it was a service dog he still was insisting he will come into our room anytime he wants to go inspect for damage. I believe this was to try and harass us enough so we would wove hotels. Because of this we unfortunately had to escalate to corporate. I hope they take action because he should not exclude or harass people with service animals and others should not be subjected to his rudeness for having a service animal. We will never stay at the Country Inn and Suites because of this experience again. I see why so many people left bad reviews for the manager Perry. We stay at hotels at least 10 times a year and have never had an issue. He has not apologized for his harassment and has only continued to be rude and dismissive of us. He needs to listen to customers and not just immediately be rude and talk over. I am normally an extremely polite person so it was shocking to have someone in customer service treat me so rudely and condescendingly while being so smug."

"Seriously, you do not want to go here. I literally had to call the local police to be safely escorted out of the building. The manager is threatening. I was perfectly fine there, extended my stay by a day and that's when things got nuts. The manager gave me like 15 minutes to come down to reset keys and when I told him how crazy that is- that I just paid for another night because I was running late-I was still in my pajamas-that I would be down later when I was ready to go out , he "freaked out" yelled at me, told me to leave. I travel all the time. I am not exaggerating when I say I've probably spent about $50,000 in the last couple years at hotels. And get this; the deputy that responded to my call told me he had been to the hotel before! That he has had multiple calls to respond for help there! He told me I should write to corporate. I let him know I have every intention to. And I called Priceline to tell them they need to remove the hotel from their platform. Why they get a rating over 8, I have no clue. This was absolutely crazy. Thank you San Mateo sheriffs department and the deputy, and his partner, that came to ensure my safety!"