AC Hotel Pleasanton — Hotel in Pleasanton

My partner and I stayed at the AC Hotel Pleasanton for a wedding during Memorial Day weekend 2025. We had a late check-in, and while our initial impressions were good with pleasant staff and quick experience, the next morning, my partner sustained an injury by stepping on a piece of glass in the bathroom - leaving him with two cuts that required using the nearly the whole box of tissues provided in the room to apply pressure and clean the blood. We did not break anything so it must have been from a previous stay. When we called the front desk to explain and politely request for a new box of tissues and basic first-aid items like a disinfectant and bandaids, only the box of tissues and a single bandaid were brought to our room. When we asked for more first aid items, he said he would return but never did. We decided to go down to the front desk ourselves once the bleeding was under control to explain the situation and ask, once again, for first aid items. Surprisingly, they initially said they didn’t have any first aid items. After expressing concern they didn't have those items for guests on their premises, they started calling around and finally found a small first aid kit. I don’t believe this response meets the level of care or concern appropriate for a guest injury that occurred on hotel property. Ultimately, we were left to handle the injury on our own and did not feel supported or taken seriously. (Photo shows only one of the cuts sustained and the glass we found on the bathroom floor.) If this is how they "take care" of guests with injuries sustained by the fault of the hotel, I do not recommend anyone to stay here.

UPDATE After completing the hotel’s “Tell Us About Your Stay” survey, I received a generic email from the General Manager, Dianna Teves, stating she would share my feedback with leadership (though, as the General Manager, isn’t she leadership?). I had hoped for more accountability, such as an explanation of how broken glass ended up in my room, how staff are trained to handle injuries on the property, and how housekeeping will be retrained to properly address hazardous items. I also submitted a complaint through the Marriott support site the same day of the injury, but despite their stated five-business-day response policy, I received no reply even after two weeks. I ultimately had to escalate the issue directly to Marriott’s Executive team. Only then did I receive a prompt response from Marriott Customer Support, along with another message from Dianna. Her follow-up stated: “Upon receiving your concerns, we conducted a thorough internal review. It appears a water carafe was broken in your room and the front desk assisted you in replacing it. We ensure that each guestroom is thoroughly inspected by a supervisor or manager before it is made available, to confirm it is clean and free of any debris.” I was shocked by this explanation, as we never even touched the water carafe in the room. This raises serious concerns about the accuracy and reliability of their review process. When I pointed this out, the response I received was simply: “Thank you for the clarification, and I apologize for any confusion.” Unfortunately, it seems that unless you escalate issues all the way to Marriott’s CEO, you cannot expect meaningful accountability from this location’s...

Stayed here over the weekend for the 2nd time, so I wanted to share a few details...

1. I asked for a late checkout and the person behind the desk said that others requested a late checkout and may not be possible. After she put my room number, she realized I was a Titanium Member and said it was not a problem. Please check the status before denying a guest.

2. The bar was open but was told that they are short staffed so there was no food available. I understand about being short staffed but don't sell a weekend package advertising food availability at the hotel and not providing the service.

3. As previously mentioned, we stayed here before and had an amazing breakfast. Not so much this time. Very basic food with no AL A Carte options because they are short staffed. Additionally, there were ants and bugs on the food (see picture), so although we paid for the additional breakfast, we opted to eat elsewhere.

Overall the rooms are nice and the staff are kind. Don't sell a package and not provide the service that one...

Too Ac management or corporate. Very un happy with my stay at your Pleasanton property on the thur Feb 18th . Now covid isn't an excuse any more . Why is the pool amd gym not open yet . Every other hotel is doing apportionment for pool and gym ! Y u guys choose to pretend that u can't open the pool cuz covid but not true. Here's what CDC GUIDELINES FOR POOLS . There's more indept on steps to make swinging safe but (The U.S. Centers for Disease Control and Prevention (CDC) says that when swimming pools are properly maintained, the chlorine in the water should “inactivate” coronavirus, which would prevent the virus from spreading.Jun 8, 2020)

Now the feeling of being controlled on wat exit we can go threw and every time I want to smoke a cigarette I gott walk by ur awkward front desk employees . Like do wat courtyards do and let us Rome hotel threw ant way we want. It's annoying to pay for a NITE that I feel controlled.

Basically I would like my room refunded or a free NITE at a different location that isn't run...