Residence Inn by Marriott San Mateo Hotel - Page 1

On our 5th night of stay, we came late that night to a flooded room. Water was coming from the room upstairs, portions of the plaster from the ceiling peeled and was on the floor, the foot of the bed was saturated as well as the entire bedskirt. Upon notifying the front desk, an individual was sent to help my mother and I move. I mentioned that I noticed a patch on the ceiling plaster a few nights ago, so is this an ongoing problem? He mentioned that the stool tank on the room above us has problems. By the way that was room 1714. As I was emptying the refrige, I notice that my food had been tampered, water bottles, sodas, gatorade big pot of food, etc...housekeeping took upon themselve to clean and dispose of my food.... my rosary on my nightstand was also missing....all of these were reported to the front desk....I was livid....my privacy was invaded!!! Upon telling the front desk everything he said I was suppose to check out that day ( which was also a mistake on their part) If I was suppose to check out that day, why were all my belongings still in the room? The front desk also went ahead an charged my credit card for MON-SAT stay but in all actuality my confirmation states that my stay was until SUNDAY. Upon moving into a new room, that too had water leak... this was on the kitchen floor from the dishwasher. It was soo late and my mother (who suffers from dementia) was getting confused with all the commotion and moving. She was also hungry and past her bedtime but all of our meal to warm up were disposed by housekeeping. The second room we were transferred to appears okay. It was around 11pm when all the move was done, we were so tired and just want to put the horrible night behind us (so we thought). This happened saturday night May 31,2008. The final room for that night was Rm 1812. After being gone all day Sunday and returning mid afternoon, we heard a dripping noise.. OH NO! This cannot be happening again!!! This time water was coming out from the bathroom light fixture on the ceiling...so much that we rounded up alot of towel to catch it. I called the front desk again. He sent someone to help us move AGAIN! The repair man who help us move was also the same one who helped us the night before. He checked the room above us and showed where the problem originated, it was the airconditioning unit that was malfunctioning this time.... I insisted that it is not safe for us to stay in that room (with water coming out of the ceiling light fixtures) so the asst. Gen Mgr by the name of James suggested that we can leave our belongings in that room, and he'll transfere us to a different room to sleep for the night (which does not make sense to me at all). So again, my mother and I moved to another room..last and final Rm 1814. I ended up extending my stay until monday to resolve these nightmare with the General Mgr. Omar Paredes, who by the way was not apologetic at all. To make a very very long story short, customer service is not their strong asset...Questions like "How can we make this horrible stay right" ,or " how can we gain your trust in our company to regain your business" never came up during our half an hour talk. Honestly, I was quite disappointed with his demeanor. My mother and I did not ask for all these problems to occur during our stay and I would certainly would just sweep this under the rug so to speak but I was dissatisfied with the assistant General Manager and the General Manager's attitude towards me during our converstions...I like the hotel and all it's amenities (that is why this is my second stay here) But after this incident, all of my friends and family now know to stay away.

After selling my home I found myself in the Marriott Residence Inn in San Mateo. I had heard very good things about this extended stay hotel and decided to "treat" myself to a "not very Cheap" hotel experience. They offer zero discounts..except for AAA.....no AARP! The room was a very clean studio, full kitchen...so I thought ok, FOUR THOUSAND a month might be ok, and it was, just don't let the "help" in to clean your room...I know that might be a little inconvenient in a extended stay hotel....you can let them in but LOCK UP YOUR VALUABLES....if you are lucky enough to get a lock box, about ten for a large Inn of about sixty rooms, if you can't, lug them around with you or......you will find them disappearing...as in my case, the worst part, it does no good to complain to the management, told me that they would get back to me.....well, two days...NOTHING....went to dinner, very patronizing, no follow-up......well, you get the picture...buyer beware, not a very good place to find yourself when you are homeless...on to Extended Stay America....keeping a positive outlook....happy travels.....and good luck, if you stay here.

The location was good, close to a lot. It was a good distance to get to San Francisco without the high price.

This hotel made me feel elegant: The staff was very polite and respectful.

The hotel was great, comfortable and clean. They served a good breakfast and they had a nice staff.

This hotel made me feel practical: The location fit where we needed to be and I loved that we had a kitchen. The price was very reasonable.

The hotel was perfectly located near everything I needed to go to. I was visiting friends and attending a wedding. It had all the comforts of home, including a kitchen where I fixed snacks and reheated leftovers from parties, and the suite was large and perfect for entertaining.