Inn Marin and Suites, an Ascend Collection Hotel — Hotel in Novato

I am beyond upset about our experience at inn Marin this past week. We’ve previously stayed back in March of 2024 and everything was seamless! We have family in Novato and it’s such a hidden gem of a place to stay. This time however was unfortunately the absolute most dreadful experience… and we got engaged.

To begin, our AC was broken in room 126- garden suite- so we went to the front desk on Saturday night (9/21) and asked if we could have it looked at. The front desk worker explained there was no maintenance and that they could give us another room. They gave us 117 (they said it was the last room left and it had 2 queen beds vs a king). We needed AC that night because of the temps, and we assumed we would be able to get our room back before our stay would end on Tuesday (9/24).

The worst part was that we packed up our entire belongings and headed to room 117, in which when we opened the door with the key cards- IT WAS SOMEONE ELSES room with suitcases and the deadbolt on. So we quickly and frantically returned back to our room with the broken AC (126). Upon returning, we decided to open the doors to get some air flow and suddenly there was a couple at our back door asking if we were in room 126- because SO WERE THEY. They had key cards for OUR room- mind you this all happened within 20 minutes. So we told them it was our room and that the AC was broken and we all ended up going to the front desk. We walked and they drove-

Upon returning to the front desk, we told the worker what happened and they said they needed to step away and breathe and take 5 minutes because they were panicked and unsure what to do. They could not get in touch with their manager, Michael- they had called on speakerphone numerous times however it went to voicemail.

Once the worker took their time to regroup, they came back and ended up refunding the other couple for their room (that was our room) and double booked.

The worst part is, all night long we were worried about safety because of who had our key cards.

The next day we went to the front desk and asked if we could have our air conditioner fixed and the girl at the desk could not find us in her computer….. the worker on Saturday wiped out our reservation. Then they made us pay again (with a discounted price). They couldn’t fix the AC, so they moved us to room 134.

On Monday 9/23, we went to the front desk because our key cards no longer were working for our new room, 134.

At this point we asked to speak to a manager, Michael.

Michael offered us what felt like the most horrific customer service I’ve ever received in my entire life. Mind you, I’ve worked in food and beverage for about 10 years prior to my degree/business. We explained to him everything and when we asked about having our room comped he replied “ABSOLUTELY NOT” and WALKED AWAY FROM US. He never once apologized for our horrible experience, or even acknowledged what had happened.

We were at that point, completely speechless. We did not NEED freebies but we certainly needed to feel heard about what had happened and our experience and that was one of the worst moments for him to completely ignore and walk away from us during that time.

We are unsure if we will return to this hotel which is sad because we loved it the first time we stayed. If this manager was representing my company and my guests, I would have a serious conversation about their communication and empathy for circumstances. This was completely out of our control- it impacted our safety, left us walking into someone else’s privacy and left someone walking into ours. The entire situation was an absolute nightmare.

I would absolutely love to discuss this further, my phone number...

Our experience here was needless to say poor. We checked in late evening after driving for 8 hours to get to SF and explored the city that whole day(we were exhausted!) The man who checked us in I assume was the manager. He was very courteous and friendly. He offered us another room away from the freeway, where it would be much quieter, which was so nice of him. We had booked a room with 2 beds. We got to the room and unpacked any necessary clothes to sleep in. We left to go grab late night takeout and came back around 10pm. We ate and then all got ready for bed.We did notice some baby roaches around the bathroom and nightstand, we disregarded them, since we were so tired and wanted to rest(we did get rid of them). I slept with a big sweater since it was cold, and woke up around 2am to get water. I noticed something small and brown crawling up the side if the bed. I grabbed it with a tissue and squeezed it, only to find it had blood inside! I went back to the bed and noticed 2 more! One was on the bed sheet and the other was crawling out from under the pillow I was just laying on!!! I immediately woke up my fiance and my mom and sister(who were sleeping on the other bed). We called the front desk and the lady, expressed concern and offered us another key to a different room. She told us to go get it from the from desk and that she had texted the manager to inform him of the situation. She informed us that she would not be able to refund us our money if we decided to leave, that is something the manager would had to decide, he would reach out to us at 8am. We thanked her and went back to our room. We were very unsettled and decided that if there were bedbugs in one room the other was more than likely also contaminated as well. We decided to leave and handed her back the room keys. We changed into fresh clothes and bagged everything else and left. We ended up calling them back around 9/10 since we had not heard from them. The new lady said the manager was not in yet and that he would reach out to us at noon. She also asked us what had happened and gave us quite the attitude. We had to then call back again in the afternoon since no one had called us back. The same lady answered and said, "Oh, yeah he's going to refund you your money back!". I asked how long would it take for us to expect it, and she said within the week and hung up...We never got an apology from the manager nor a follow up from the hotel. I had to wash all of our clothes bright and early, twice to make sure no stowaways left with us.

I saw several reviews online on different websites pertaining to the same bedbug issue, this was been an ongoing problem from them. The bathroom, furniture and room are outdated but it looked quaint online(looks are sure deceiving). I read review about a lady who didn't realize about the bedbugs until she got home and had to spend a lot more money to get them out of her home.

The staff also do not have face masks on unless someone walks into the reception area.

This experience surely made us decide to just spend more money on a...

Stayed here for 5 days due to having a medical procedure done. Our company had booked it for us a week in advance. We checked in through the website & even ran my credit card through the website to place a card on file. Saw that the pool & hot tub were out of service on the website, but it seems like it has been for a very long time. The pool however, looked clean when we arrived & when we asked if it was good to swim, the front desk girl got off her phone and replied, "Not sure, but it's closed." I though that was an odd response. We had to check in again at the front desk, despite already checking in. When we got to our room, we noticed ants crawling all over the bathroom. We notified the staff & not one person came to fix it in the 5 days were there. Every single day, we were required to get a new card for the door. Constantly got locked out of our room & they told us they don't know why that is. The restaurant beside the hotel was absolutely fantastic! It was phenomenal! The service was great & the food was perfect. I would return there, but not the Hotel. It is very much a Motel. The issue that really bothered me is the fact that one of the managers/supervisor (Hispanic woman), she came to our room with the room service lady to let us know we have stayed past our check out time. It was 11:30am. I had a medical procedure done the day prior & had the company book us for a late check out. Our check out was supposed to be at 4pm. This woman refused to let me get a word out of my mouth & continuously told me I needed to be checked out at 11. That she'd give me 30 more minutes. I was done arguing with this lady, I was in severe amounts of pain. The gym wasn't open, so I asked the front desk if there was one close by...they said, "not sure." Meanwhile, there was one, not exaggerating, around the corner. The staff members here could not be bothered with a single thing! We witnessed a couple walk out & get talked out of not booking a room there from the front desk associates. Continental breakfast is 4 different kinds of toast, fruits, juice, cereal, coffee and yogurt. We stayed in Oakland in for a night at the Comfort Inn. 3 star hotel & 10x better. This was in the ghetto...Do...