Four Points by Sheraton Pleasanton — Hotel in Pleasanton

I wasn’t going to leave this type of review, honestly I could hang on the positives over the negatives until we encountered the most hateful hotel employee of all time. Before I get into that let me say or room was infested with ants, you couldn’t leave a snack out overnight or it was covered (everything mentioned includes pictures, pics taken mostly outside to get ants out of the room asap) as I was trying to take care of the ant infestation I found a pair of dirty underwear under the night stand. I called to inform the front desk and they offered to move us but that it’s “the season of ants” so that may not go away but at least she apologized and seemed to care for the most part. I’m in my 3rd trimester and honestly didn’t feel like packing us back up and moving especially if it was going to be the same in the next room so we tried to not bring food in and only had drinks (which also backfired and collected ants). Later we found ants had found our way into our luggage. It was a mess. The second night we decided to get in the hot tub for a short time and the next day it was shut down for a “disease risk”. So you can imagine the panic I felt seeing that. And the restaurant was shut down for renovations which was a huge bummer.

Now onto the worst employee of all time. Her name is Melissa Calvio, she was working around 9:45 pm on August 15th. We came to the front desk to extend our stay a day despite all we had already went through and it turned into the biggest ordeal. My husband and I travel for work and the company pays for our stays. We had no issue checking in, but when we needed to add a night all heck broke loose. All of sudden there was a form to fill out that she yelled at ME for not filling out when her employees failed to give it to me 4 days ago. Of course my boss filled it out no problem and when verifying they had received the paper she said “I have it. I’ll let you know if there’s any other issues” with the biggest attitude ever and it was as if the paper still wasn’t enough! No thank you, no nothing, just more hatefulness. Our keys had deactivated a day early as well so after being yelled at over a piece of paper, I still needed my keys to be activated and she was extremely reluctant to activate them. Then the next day (the extra day we added after all the unnecessary hatefulness) I needed to reactivate our keys and was told we were supposed to check out that day so Melissa didn’t even do her job even tho she said it was done, And I barely got my keys activated for the extra day. It was honestly all around gross behavior, very unprofessional and I’ve worked in customer service for 12 years, I don’t know how someone in this field doesn’t know how to control themselves or handle their job appropriately.

I’ve written to the company because I believe she needs to be reviewed and removed from working with the public. I’m super pregnant with an ant infested room, dirty panties in the corner, a “disease risk” hot tub and a hateful employee to make it so much worse? Such a disappointment because this place has real potential. The layout feels homie, the beautiful grounds in the center were so lovely to walk around in everyday. I felt safe and was greeted daily by kind employees and cleaning staff. I walked to nearby businesses and felt totally safe. I enjoyed yoga by the pool and the rushing waterfall was such a serene touch. The pool was heated perfectly for a day and night swim. Our room had a balcony and I enjoyed sitting out there every day. I mean besides the ants, dirty underwear and Melissa, our stay truly would’ve been a 10/10 experience. I was willing to look past a lot but not after being treated so poorly by an employee. I hope she’s reviewed and doesn’t treat another human the way she treated me...

The website description for this property states "You can have it all during your stay at Four Points by Sheraton Pleasanton. Our hotel has everything you need to travel the way you like." that is a bit far from our experience however.

When we checked in we advised the front desk that I'd be working from the room for the majority of the day so obviously having the room cleaned during the day would not be possible. They advised that the night shift could assist with that since we did plan on being out for dinner and enjoying the evening on the town. By the third day our room had still not be cleaned and when we called the night staff to see if it could be done we were informed "well sir, you had your do not disturb sign on during the day; our night staff are busy taking care of other things but we'll see if we can get someone to you". We went dinner, checked in with the front desk before heading back to our room and were informed "we texted and asked him; that's all we can do for you".

I'm more than capable of cleaning up the room and maintaining it however, when you're traveling and a hotel has a description/status/reputation as this one does you expect to be able to get clean towels (which they did finally provide by leaving on the floor in front of our door) and have the room fresh now and again.

Fortunately, only here for a week, getting the room cleaned not exactly the end of the world. The shower head had a leak, the first time I went to turn it on I get sprayed in the face with water. Took it apart to see if it was just mis-threaded, no gasket, no plumbers tape; easy fix. Called the front desk and advised, they said they would have someone take care of it. This still has not taken place. I should also point out that I'm 5' 9" which I believe is fairly average height. The shower head sits at almost exactly 5' so in order to actually shower I find myself doing a half squat half yoga pose to get my hair, neck and shoulders clean.

Great news though, the restaurant/bar are phenomenal! Priced well too for a hotel which was surprising. Unfortunately there is no fridge or microwave available in the rooms so, taking home any leftovers was out of the question. The snack bar is conveniently located in the lobby and ends up being on our way back to our room. There's no pricing to be found on any of the items so, you pick out what you want and brace for the sticker shock. We asked what each item was and were shocked to discover the candy bar was $4, yet a can of chips was $3 and a shareable bag of M&M's were also $3. When we asked if they were sure about the price (simply because it seemed odd to us) we were immediately informed "well, you're in a hotel, what'd you expect".

All in all, the bed was great! The grounds are pretty cool with lots of fauna and a mote like man-made river that surrounds the pool area. WiFi was fast enough for me to be able to do my work, restaurant/bar services/staff were above par and the room was nice and quite at night. A hotel that states "you can have it all" though and appears to want to be on par with higher end hotels though was found severely lacking in customer service. All in all we got an overall feeling that well, you checked in, we have your card, life sucks sometimes, nothing we can do to help; have...

I called the morning of my reservation to let the hotel know that I had a last minute guest and we would be 3 people. I also checked with my options and agreed to have $10 roll away bed in addition to our King bed to accommodate us all. I asked for the bed to be in the room when we checked in.

After an 8 hour drive we got to the hotel and checked in. I confirmed with the staff the bed was in the room. We got to the room, NO BED. I called the front desk and requested it again and we left the hotel for dinner. We got back from dinner at 9pm and there was still NO BED. I called the front desk again and made the request again. I ended up having to call the front desk probably 5 times and the bed didn’t get to our room until after 10pm at night. Keep in mind the two teenagers I was with had to be up at 5 a.m . in the morning and it was horrifying my additional guest I was chaperoning didn’t have anywhere to sleep.

We also found that we only had 2 sets of towels for 3 people. I requested the towels that night for the next day. We were up early and came back at lunch time to shower and no extra towels were brought. I called the front desk for more towels and no towels came. I walked down to the lobby to get the towels myself but there were no towels to get. I had to complain to the staff we were in a hurry and needed the towels and they promised to send up housekeeping right away. It was at least 25 minutes later we got the towels and that left my guest 15 minutes to shower and be out the door at a scheduled event. Part of the reason why I updated my reservation ahead of our arrival was to make sure our room accommodated the correct number of guests...

I do have to say the grounds were quiet and beautiful. The room was clean and comfortable. All great. The staff couldn’t take care of simple requests. It was like they had to way of communicating to anyone. They seemed to push buttons on the computer and didn’t really seem to care what happened after that. Very unsatisfying. A bed and clean towels for all seems like a basic standard that should be paid attention to.

On our final day I requested a 1pm checkout the night before our departure. I woke up to find my car had a flat tire and needed repair. I also had to 6 hour road trip planned through the Tioga pass and now had the inconvenience of taking care of a car repair. I asked the front desk if I could get a later check out. They only offered to give me 2pm. Since my car wasn’t going to be ready for pick up until at least 4pm I asked if I could pay for a later check out and they refused. They said they would have to charge me for a full night. I was willing to pay for my over stay. I was dealing with a very inconvenient situation and the staff literally offered NOTHING. I just don’t think it sounds impossible to work with me in offering me a few extra hours in the comfort of the hotel while my car was being repaired. My alternative was to wait in the 90 degree tire shop for what ended up being 4 ½ hours and then proceed with my 6 hour mountainous drive to my next destination.

It is disappointing. I am a Starwood member and always try to stay at Starwood Hotels. I just think my stay and situation deserved a little more attention and thought that...