Larkspur Landing Extended Stay Suites Campbell — Attraction in Campbell

My bf and I returned to the hotel around 10pm Saturday night (7/28). We could not get into our room because the bar latch inside the room somehow caught on the bolt. There was only hotel staff on duty. She tried to unlatch the bar with a metal fork-like tool. After 30 minutes of her trying (and us helping), we still could not get in.

My bf then asked her to call her manager to get help. She first called a female manager, who instructed her to contact Alex, the facilities guy. Alex said it would take him 15 to 30 minutes to get to the hotel. We were tired and annoyed (we had to wake up at 3am next day for the SF Marathon), so my bf asked her to contact someone else for help. The staff then called her General Manager (Sean Gardner).

By that time the hotel staff was in distress. She is young and inexperienced and was starting to sob. She felt bad that she couldn't figure out how to unlock the door and she was afraid to lose her job. In hindsight, she should have contacted her manager sooner since she never used the tool before (she told us she was not trained on how to use it). My bf and I remained calm and courteous towards her during this event. We never raised our voice at her or said anything impolite. When she got her GM (Sean) on the phone, she was crying, so my bf asked to speak to Sean on the phone. This is where it went from a frustrating night to a frightening night.

Sean did not ask my bf about the issue at hand. When my bf tried to explain, Sean told him to "stop talking", and then yelled "SHUT UP". I could hear it through the phone's speaker and was shocked. At that point, I took my phone out and said I was going to start recording the conversation. Sean proceeded to threaten my bf that he was going to have us removed from the property. He said this multiple times. Then my bf gave the phone back to the hotel staff. She disappeared after a few minutes. I never saw her again.

My bf and I contacted the police department and the fire department to see if they can help unlock the door. A police officer came to the hotel at our request to make sure we wouldn't be mistreated. When we went up to the room with the police officer, we learned that the facilities guy had arrived and sawed off the bar latch. No one from the hotel notified us that the door was "fixed". Alex told us the latch issue has occurred before, because they are old and they got worn out. They should have trained all hotel staff on how to use the tool to unlatch the bar, and have clear protocols on who to contact when something like this happens (clearly it's happened before). We ended up spending the night there because it was past 11pm and we had to wake up early the next day.

I spoke with another hotel staff at the front desk the next morning. I asked him if he was aware of the incident and if there was anyone I could speak to about it. He immediately asked me if the General Manager Sean really said "Shut Up" and whether I could produce the recording. I told him he should ask the hotel staff that was there, as I'm sure she heard it too. But she's afraid of losing her job, so I don't know if she will be honest or not. The staff offered me a 10% discount off my bill, which I declined. I think I'm entitled to a full refund, but more importantly, an apology from management for how we were mistreated by the General Manager. The male hotel staff told me his manager will give me a call when she comes in at 10am. I gave him my cell phone number and email number.

I never received a phone call nor an email from the hotel. Today is Monday 7/30. I don't expect I will ever hear from the hotel. I cannot support a business who thinks shouting and threatening guests is acceptable behavior and that they can get away with it because we did not have evidence of Sean yelling Shut Up at us. They are more concerned with covering their liability than to do the right thing. They probably wish we would just go away quietly. Stay here at...

Reserved a block of rooms for a wedding. Rooms were very nice, breakfast was tasty, but many of the lobby staff are extremely, at times almost surreally incompetent.

Just trying to check into our rooms literally took 40 minutes, as we were accidentally checked into several other reservations by staff who seemed to have limited understanding of both the English language and the computer software that they use every day to make reservations. The combined efforts of all three people staffing the lobby were unable to understand and remedy our quite simple situation. (They had accidentally checked us in to my parents' room instead of our own room. Since my parents' reservation was for two days and ours was for only one, we needed them to check us in to our own room and keep the keys they had erroneously given us and give them to my parents, who would arrive later.) We were only rescued from this purgatory when they called in the hotel manager Allana, who --with refreshingly normal levels of competence and comprehension-- was able to resolve the situation in a handful of seconds. As a result of all this, the bride and I were around 15 minutes late for our wedding rehearsal.

Later that night and the next morning, simply while walking in and out of the hotel going about my business, I had to repeatedly stop to help out wedding guests who were experiencing similar difficulties checking in. I consider this ridiculous and outrageous in light of the thousands of dollars that my guests were paying, in total, for the rooms. If this is the best service that Larkspur can provide, allow me to propose that they should consider instead simply firing everyone in the lobby and turning the computers around to face the customers a la airport self-check-in kiosks, with Allana on hand to provide occasional genuine assistance when needed. No matter how complicated and cumbersome the hotel's software might be, this would surely offer a better customer experience than the status quo.

Again, the rest of the hotel experience was quite pleasant, which makes it all the more bizarre that the check-in gauntlet experience is so...

The most outstanding feature is that each room is equipped with a large full kitchen and this is the best place I have ever stayed at with kitchens that are the same size as the room itself. The kitchens are well equipped with a big stove, a big full size refrigerator, a full size oven, pots, pans, plates, cutlery. The breakfast at this facility is a strong plus also: a good size continental breakfast is provided including choices of bread, eggs, fruits, coffees, and teas. However we had problems with the equipment turning on and off in an unreliable manner from the first night onwards, but staff was not available to solve these problems. The website states their commitment to cleaning but in fact no one in the hotel cares about it, we found the service staff to be lazy, dishonest and belligerant. Guests are occasionally provided cleaning materials to clean their room and outside hallway themselves in lieu of cleaning services, which can be difficult if you are the sole traveler or business guest with a busy schedule.We ultimately had to cut short our trip when we had heating and cleaning issues including drug odor in corridors that was not attended and got defensive push back when it was brought up because there were long term residents checking in and the front desk felt badly about issues being brought up. They provided a full refund of two days due to the issues but had to waste a half day of persuading them with back and forth on it, communication was bad with each person not knowing what the other says and no response to emails or calls. We don't plan to return but it might be a good option for a family with children staying for a couple of months that needs daily self cooked food or maintain a...