Casa Madrona Hotel & Spa

Apr 11th, 2024

Lovely boutique hotel with great suite choices. Perfect location and THE best views in Sausalito.
Apr 7th, 2024

Mar 27th, 2024

Exquisite experience
Mar 27th, 2024

I am sorry to say that this experience could have been 5 star but because of check in & check out processes (especially front desk staff) we have to give 3. Let me explain in more details so you could make an informed decision. Before booking this hotel I read some reviews and I had mixed feelings. Some said great things about staff some horrible. And I wanted to believe the ones with good moments but I now see that we were not the lucky ones. So either it is a discrimination issue (they pick the customers to behave nice versus bad) or some of the staff is good while the rest is the worst. We arrived early (11.11 am sharp) and we totally understood the room being not ready. it should not be big science to be able to make an estimate to say when. But they had a memorized script we will call you when it is ready. We have a toddler so we walked around, had some fun, came back at 2.30. And waited until 3.30 pm at lobby. No one offered something or even sempatized. I want to make smt clear; yes they dont have to but these are things that makes some hotels better than others! Total customer experience. Room was perfect! Clean, perfect view, big. So I almost changed my mind and wanted to forget the morning. Around 10 pm our son was coughing a lot so we wanted to ask for late check out (I had read it they could offer that), so my husband went downstairs and talked. The late night shift staff told him It could most probably possible but he has to check in the morning at 8 am. What? This is the weirdest reply. Late shift staff is much nicer but they dont have any authority I presume. So in the morning he went and they said we are sorry we are fully booked. Without even asking room number. Again memorized script. I checked the app I used for booking them and they had 3 available rooms for the very same day! I called them, and told this. Again same script. I told them what I see in the app and he said 11 am check out time. The most rude staff I have ever seen! You could say no but have a little sempathy, understanding etc And dont lie, you dont have to. My consious is clear since I told him that I am going to write a review. Because I didnt want to get a standart reply here that says Ohh sorry, we wish we knew.. So, if you want to feel like you are staying a low end hotel with a great room while paying high end hotel money, go for it. Or if you only want a nice room, again go for it. But if the people you encounter is important for you, just try other ones. Unless you are the lucky people who gave nice reviews about front desk. I hope this reviews help you to make a decision. *Glen -Valet Parking- was the only one who smiles, works hard to make your life easier.
Mar 24th, 2024