As a Diamond Member and owner of 9 travel agency locations, I am very familiar with the Embassy Suites product. I was well aware of the "aging" property and selected it based only on the amenities since I was traveling with family.
It took a while at check in to be greeted. No warm welcome. The room was tired but I already knew that going in. Moldy window with water damage (room 450). The employees seemed to be tired as well. The bus boy working the cleanup for the reception watched us walk away, go up the glass elevator and still did not mind picking up my wife's cell phone from the table and putting it in his pocket. We watched him from the 4th floor balcony. She approached him, he dug into his pockets and claimed he was going to turn it in. The bar manager (Karin) was very unpleasant. The next morning, the breakfast was okay but the chef (Maria) was only interested in telling guests to use the buffet, even if they asked for "fresh" scrambled eggs. What happened to going above and beyond to please your customers? The hotel was mostly comfortable for a 1 night stay, however do not expect service with a smile.
- Embassy Suites San Rafael
- San Rafael Embassy Suites
