Extended Stay America Suites - San Rafael - Francisco Blvd East

Luciano at the Front Desk was most helpful. Professional and expert at solving any problem.

No coffee maker in room, no cups or glasses. had to go to front desk and get myself. No outlets at nightstand to charge devices. Phone in room didn't work so couldn't call front desk. No vent in bathroom, dim lighting. Was a gap at door latch big enough for someone to see into my room.

They have a problematic door unlock card reader that your afternoon desk agent said was not recommended to use them and to only enter and exit through the front door. I saw other people using the alternative side and back doors. This should be fixed. FYI: The customer service desk clerk in the afternoon named Anne is not nice.

My room had large amounts of sealant shaving on the shower floor along with the maintenance supplies used to unseal the shower seal. When I called the front desk, the associated was bewildered as to what to do and offered to refer the matter to his superior. I never heard from the superior… After coming to the front desk at own volition, I was moved into another room with a shower with broken temp control — only scalding or freezing. An unpleasant experience, but I’ve had worse.

The worst hospitality I’ve ever seen. When I walked to the front desk, the front desk woman saw me , looked me, and then still went out from reception and locked the door and then walked to elevators. I paid full price, but they didn’t allow people to use the swimming pool.

I arrived late (1AM) and was locked out for 30 min after calling the front desk and knocking on the front door of the hotel. Front desk associate was then irritated from being disturbed from stockingand gave me the impression I was too late and there probably wasn’t a room left. But there were plenty of space. ☹️ After that unfortunate interaction, my stay was fine.

Cockroaches …. Cockroaches…. Cockroaches!!! I ended up having to get a room late Friday night at Extended Stay- San Rafael. The room rates were pretty good for the area, and the reviews read about average. It was a late check in and did not get a warm welcome from the front desk person. In addition to the front desk person being mildly rude, the lobby had an odor. Once I got checked into my room, it was late - around midnight and time for bed . Used the rest room and returned to my bed , only to find a cockroach on the pillow! I immediately called the front desk and told them the situation. . It was a new front desk person who was kind and responsive . The front desk person gave me an updrade to the room and apologized, When I walked in to the new room, I walked in about 5 feet and noticed a cockroach on the wall, and another one after that 2 feet away. I deemed the hotel unsanitary and told the front desk person I could not stay there ! I didn’t want to bring roaches back home to my wife and kids ! I then checked out and had to drive around town at 1:00 am in the morning - looking for an upscale - clean hotel . To add insult to injury , the Extended Stay through the ******* customer support would not refund me the cost of the room due to the 24 hour no refund policy . I guess the policy doesn’t apply to bug infestation.