Pleasanton Marriott — Hotel in Pleasanton

I recently stayed here for one night, because I had a medical procedure done in town and was unable to travel. We booked our appointment using the Marriot reservations help desk. When we arrived at check-in, a front desk concierge named Sierra was checking us into our room.

I have never had a problem with a staff member while staying at the Marriot or any hotel in the past, but this woman was so incredibly rude to my husband and I that I needed to write a review. We greeted Sierra very warmly when we first checked in and kindly asked her to explain the charges that were being requested from us. Before She even spoke she greeted us with a smug and annoyed shrug. She immediately began demanding to see our ID and credit card without a beat and as she could see that I was struggling to gather my information, she left out a huge sigh, expressing her lack of patience with my pace. After collecting my things, she grunted that we pay the full balance that moment. My husband reached for his wallet to find that he mistakenly left it back in the car, due to the fact that he was focused on assisting me out of the vehicle safely. When he excused himself to go grab it, she demanded that I step out of the way so any non-existing customers could check in. I could understand her frustration, so I decided to start up a conversation with some friendly small talk to pass the time. This gesture only aggravated Sierra more, because she answered all my questions or observations with abrupt and dismissive responses. My husband returned and without using any further eye contact, she quickly checked us into our room and handed us our room key and shrugged her head to the side, as if she was too superior to politely point us in the right direction. I am not familiar with customer service representative treating me this way, so I was taken aback by the encounter. My husband pointed out that during my trip to restroom Sierra was whispering to her co-worker that she believed I was "just some Trash check-in with daddy's money" I couldn't believe that an individual who was a trained hotel concierge to be so out-of-line and arrogant towards a paying guest! I realized that my appearance due to the surgery must have seemed a little rugged and that I seemed to be in some sort of state. I was unable to stand on my own so I had to use the counter for support due to the amount of pain I was in post-op. Regardless of the state of my appearance during that time, it...

We stayed at this hotel to attend a party in the bay area. We checked in at 2:30 pm and were assigned room 120. This was across the hall from the fitness center and was very loud. Having been platinum with Marriott for many years, I understand that marriott does their best to accommodate the needs of the top-tier guests first, but this room was across from the fitness center and a construction zone. My wife and I along with our two kids checked in, unpacked and as it was the kids nap time, we tried to get them to sleep, which was very difficult. We decided not to be too "picky" and try to make things work. However, within the hour, we realized the AC was broken. When we notified the front desk, we were moved to room 130. Having packed and unpacked a second time, we discovered that the AC was broken in this room as well.

When I went to the front desk, the lady at the front desk had a rather callous attitude. I explained to her that our two young daughters were having a rough time (Marriott Staff had to move 2 baby cribs each time we were moved).

We were moved to room 107 where we got dressed and left for the party. When we got back (around 10 pm) we discovered that the AC in room 107 was also broken.

The maintenance staff informed us that there was a layer of "ice" on the compressor. This is apparently a well known issue with the "older" ACs according to the maintenance staff. We were advised to run the "heater" for 30 minutes to melt the ice. Remember, it was 90+ degrees in pleasanton that day. We ran the heater full blast (which had the rather unpleasant side effect of heating up the room at 11 pm at night.

I went to the front desk and was offered to move to a 4th room. I told them that the children had gone to bed and if they couldn't get the AC fixed right away, I would like to get them to arrange some fans for us in the room. I was initially told by the same lady that "there are no fans". I spoke to the maintenance guy and he found 2 very smal fans for us. We had a very rough time throughout the night.

I would have expected the folks at the front desk to be aware of the issue, and when we were moved to a third room, after two AC breaks, I would have expected that they move us to a room with a "newer" AC. However, the staff at the front desk made no such attempt.

We have been loyal marriott customers for almost 10 years now, and even though this has been our only unpleasant experience, we are very...

The place was clean and nice looking. I appreciated that there was a bar and a pool.. That's about all I can say that's positive. The customer service was HORRENDOUS! I was there with a wedding party. I was one of the bridesmaids and we realized the morning of the wedding that half of the guests (we rented out 1/4 of the entire hotel) had not received their welcome bags as we had been assured they would. When we called the front desk to ask them to deliver them, the response we got was, "Ya, well, your guests were loud last night." When we asked if we could get a steamer for the bridesmaids dresses, they did not know what that was. They also did not seem to know what a corkscrew was. There wasn't anywhere high up enough in the "Bridal Suite" (NOT a bridal suite) to hang the bride's dress without it dragging on the floor. We were informed that a previous bridal party had noticed this same issue and hung the dress from the fire sprinklers--- I will admit- that wasn't too bright- but there truly isn't anywhere else to hang it-- well, now there are signs under the sprinklers that say "DO NOT HANG CLOTHING FROM HERE" because that bride's dress was ruined when they set off the sprinklers.... Did this make them put up a hook elsewhere high enough for a dress to hang and not drag? Of course not. There solution instead was to only post signs saying, "Don't do that." When I checked in I was told three different prices for my two night stay over the course of five minutes. By the end I was told it would be $100 more than expected but that I would be refunded that $100 upon check out if my room had no damages. I let them swipe one card for that price, as they told me upon check out, I could in fact pay on a different card. But when checking out, I asked if I could put it on the other card, only to be told, "No, we already ran it on the other card"... I am so looking forward to getting my credit card statement and seeing what the heck is in fact on there. I am so very sad to know that this is pretty much the only hotel around there- because they seem to know they can get away with horrific customer service- as people simply do not have other options. Someone, please build another hotel...