Hotel Petaluma, Tapestry Collection by Hilton — Hotel in Petaluma

Edited to add - In response to the generic reply that the hotel left. If they truly meant what they were saying then they would still reach out to me instead of just replying generically to this review. We came here, excited to spend 2 nights to celebrate our 32nd anniversary, but were disappointed that the reviews that we had read were NOT what we found to be true. We ended up having to cancel our whole weekend and go home.

We arrived and were initially impressed by the lobby. The bar and lounge area were much smaller than we had pictured, but still nice. However, that's where the nice left us.

As soon as we got in the elevator, it smelled but sometimes elevators stink so we dismissed it. We got up to our floor and though it looked decent enough, it smelled awful. There was just an odor of age I guess, but it wasn't a pleasant odor that you would attribute to something well cared for, instead it was more a 'rotten antique' kind of smell.

We thought, ok we're in an older hotel so I guess we'll deal with it. We got to our room and the other reviews about it being tiny are correct, but we didn't find it too too tiny. However, it was dank and humid. The air conditioner didn't work and only would use fan air. Not sure if it's set at a locked temperature, or to only be a fan, but whatever it was, all it did was to increase the stuffiness. We tried to open a window to get some fresh air, but the windows are all sealed shut. They have a little table top air conditioning box that you put cold water in and it's supposed to be cooling, but it was too tiny to do anything. We trudged on thinking we'd just deal with it. That evening when we went to bed and turned on the tv (which, by the way you'll have to watch at an angle because it doesn't face the bed) we noticed that the mattress wasn't what we're used to with Hiltons. One of the main reasons we stay at Hilton Hotels is because of the mattresses. I have back and hip issues and need a comfortable mattress. This mattress felt like an entirely different mattress, and was hard as a rock. We had no choice but to stay put because the hotel was full. That night was one of the worst in my life. I was in so much pain from that mattress and I barely slept a wink. When we got up in the morning we decided we'd just have to scrap our anniversary weekend and go home because my back was so bad that not only would I be unable to walk around town like we'd planned, but there was NO way I'd be able to sleep on that mattress again! I can't express how miserable that mattress was and how bad my back hurt because of it.

We checked out at 7am ish. We canceled that 2nd night and asked for a refund for the miserable night we'd endured but were told to email the general manager. I did, right then, from the car. However, I have had NO acknowledgement from her AT ALL. Not a reply email, not a phone call, not even a text (which I know they can do because they texted us when we got there.)

We headed home, but my back was so bad that we had to stop and get a room at a Hilton location that we NEVER would have stayed in, simply because I couldn't endure sitting in the car any longer. From there, we just headed straight home.

Between the smell, the dank room air and the awful mattress (that was NOT at ALL the Hilton mattress we are used to) it ruined our anniversary weekend and is something we'll be unable to do again since the money is spent.

The fact that the general manager didn't care is just sad. I guess they don't care about repeat customers because they get enough customers without us.

My advice would be to stay somewhere else. We had considered staying at the Sheraton and wished we had. After having several issues with Hilton lately, we will be looking at...

We came here, excited to spend 2 nights to celebrate our 32nd anniversary, but were disappointed that the reviews that we had read were NOT what we found to be true. We ended up having to cancel our whole weekend and go home. ||We arrived and were initially impressed by the lobby. The bar and lounge area were much smaller than we had pictured, but still nice. However, that's where the nice left us. ||As soon as we got in the elevator, it smelled but sometimes elevators stink so we dismissed it. We got up to our floor and though it looked decent enough, it smelled awful. There was just an odor of age I guess, but it wasn't a pleasant odor that you would attribute to something well cared for, instead it was more a 'rotten antique' kind of smell. ||We thought, ok we're in an older hotel so I guess we'll deal with it. We got to our room and the other reviews about it being tiny are correct, but we didn't find it too too tiny. However, it was dank and humid. The air conditioner didn't work and only would use fan air. Not sure if it's set at a locked temperature, or to only be a fan, but whatever it was, all it did was to increase the stuffiness. We tried to open a window to get some fresh air, but the windows are all sealed shut. They have a little table top air conditioning box that you put cold water in and it's supposed to be cooling, but it was too tiny to do anything. We trudged on thinking we'd just deal with it. That evening when we went to bed and turned on the tv (which, by the way you'll have to watch at an angle because it doesn't face the bed) we noticed that the mattress wasn't what we're used to with Hiltons. One of the main reasons we stay at Hilton Hotels is because of the mattresses. I have back and hip issues and need a comfortable mattress. This mattress felt like an entirely different mattress, and was hard as a rock. We had no choice but to stay put because the hotel was full. That night was one of the worst in my life. I was in so much pain from that mattress and I barely slept a wink. When we got up in the morning we decided we'd just have to scrap our anniversary weekend and go home because my back was so bad that not only would I be unable to walk around town like we'd planned, but there was NO way I'd be able to sleep on that mattress again! I can't express how miserable that mattress was and how bad my back hurt because of it.||We checked out at 7am ish. We canceled that 2nd night and asked for a refund for the miserable night we'd endured but were told to email the general manager. I did, right then, from the car. However, I have had NO acknowledgement from her AT ALL. Not a reply email, not a phone call, not even a text (which I know they can do because they texted us when we got there.)||We headed home, but my back was so bad that we had to stop and get a room at a Hilton location that we NEVER would have stayed in, simply because I couldn't endure sitting in the car any longer. From there, we just headed straight home.||Between the smell, the dank room air and the awful mattress (that was NOT at ALL the Hilton mattress we are used to) it ruined our anniversary weekend and is something we'll be unable to do again since the money is spent. ||The fact that the general manager didn't care is just sad. I guess they don't care about repeat customers because they get enough customers without us.||My advice would be to stay somewhere else. We had considered staying at the Sheraton and wished we had. After having several issues with Hilton lately, we will be looking at...

If I could give negative stars I would. These so called "customer service" agent are above and beyond UNPROFESSIONAL!! where do I start, I actually think the hotel has a cute style. I've worked in the industry over 10 years and I've never incountered more disrespectful, self importance. Because this is NOT a BRAN HOTEL apparently there are NO STANDARDS of service. The hotel is going through a renovation and unless these owners RENAVATE THE STAFF it stands NO CHANCE OF EVERY BECOMING WORTH $1.00!! There is NO parking, NO venue and front desk staff with no customer service training what so ever! The 2nd night there I made the mistake of catching the front desk clerk in a lie. Next thing I know I'm being told that I have to leave because they aren't a long-term stay hotel..I never said anything about staying long-term!! Then that I reeked of alcohol...REALLY TRY AGAIN I DONT DRINK!!! After that the real INSANITY BEGAN. The manager who dresses like a character off Harry Potter..told me that I got ink on a comforter and they would need $40. I did not see this comforter however and when I got back that night after already PAYING for the room...I was locked out and they were demanding $60. For the comforter..I guess they dont know what dry cleaners are. When I spoke to Expedia they charge went from $60 to $190 and when Expedia Supervisor called they wanted $210.00!! They literally have thousands of dollars of my belongings and I am going to have to file a civil law suit against this hotel, which really is a shame because these would be guest service agents really have went out of their way to cause issues in my life. They have ALL my clothes because I wanted to go through them wash, fold and pack them before moving in my place. I've missed 2 job interviews and having to literally buy underwear because these people claim I got ink on a comforter they wont even be using when renovations are done!!! I'm so very disappointed in this hotel, what a wonderful welcome to...