Casa Madrona Hotel & Spa — Hotel in Sausalito

I am sorry to say that this experience could have been 5 star but because of check in & check out processes (especially front desk staff) we have to give 3. Let me explain in more details so you could make an informed decision. Before booking this hotel I read some reviews and I had mixed feelings. Some said great things about staff some horrible. And I wanted to believe the ones with good moments but I now see that we were not the lucky ones. So either it is a discrimination issue (they pick the customers to behave nice versus bad) or some of the staff is good while the rest is the worst. We arrived early (11.11 am sharp) and we totally understood the room being not ready. it should not be big science to be able to make an estimate to say when. But they had a memorized script “we will call you when it is ready”. We have a toddler so we walked around, had some fun, came back at 2.30. And waited until 3.30 pm at lobby. No one offered something or even sempatized. I want to make smt clear; yes they don’t have to but these are things that makes some hotels better than others! Total customer experience. Room was perfect! Clean, perfect view, big. So I almost changed my mind and wanted to forget the morning. Around 10 pm our son was coughing a lot so we wanted to ask for late check out (I had read it they could offer that), so my husband went downstairs and talked. The late night shift staff told him “It could most probably possible but he has to check in the morning at 8 am.” What? This is the weirdest reply. Late shift staff is much nicer but they don’t have any authority I presume. So in the morning he went and they said “we are sorry we are fully booked”. Without even asking room number. Again memorized script. I checked the app I used for booking them and they had 3 available rooms for the very same day! I called them, and told this. Again same script. I told them what I see in the app and he said “11 am check out time”. The most rude staff I have ever seen! You could say no but have a little sempathy, understanding etc… And don’t lie, you don’t have to. My consious is clear since I told him that I am going to write a review. Because I didnt want to get a standart reply here that says “Ohh sorry, we wish we knew….”. So, if you want to feel like you are staying a low end hotel with a great room while paying high end hotel money, go for it. Or if you only want a nice room, again go for it. But if the people you encounter is important for you, just try other ones. Unless you are the lucky people who gave nice reviews about front desk. I hope this reviews help you to make a decision. *Glen -Valet Parking- was the only one who smiles, works hard to make your...

Stayed here this weekend to celebrate my birthday. We were pleasantly surprised upon checking in to be told that our room was upgraded. It was a great start to the weekend. The room was lovely, well equipped with anything and everything we could have needed. We loved having a Nespresso machine in the room. The view was beautiful and one of the main reasons we choose this particular hotel. The hotel staff we interacted with were all pleasant and happy to help. Unfortunately, our stay was a little unpleasant due to the poor sound proofing and extremely loud neighbors. The first night of our stay the guests in the room above us slammed (the doors) and stomped into their room at around 11pm waking both my husband and I up. For the next couple hours they (and a number of other people) carried on with loud music, conversation, etc. It sounded like a party which made it almost impossible to sleep. For whatever reason these guests also couldn't open or shut the door to their room without letting it slam, so as people went in and out we were jolted awake. The noise is further worsened by the wood floors in the building, poor sound proofing combined with wood floors and heels sounds like someone is hammerging on the ceiling. To say we were tired the next day was an understatement. The next night at 1030pm the group returned to their room slamming doors, turning on the radio, stomping around. We were awake so we ignored it for a while but when we wanted to go to sleep at 11pm and the party was still going we called the front desk. Unfortunately the front desk phone went unanswered from 11pm to 1130pm. Once we were finally able to get a hold of someone they said they would send someone to their room. They eventually quieted down around midnight or shortly after. I wish I could say this was the relaxing and rejuvenating experience I was hoping for, but not being able to sleep pretty much negated those hopes. We wouldn't stay here again given the sound issues, it was clear that even if it had been just a quiet guest above us the lack of sound proofing and wood floors would make this hotel noisy. We could hear the neighbors conversations like they were in our room, we could hear the nespresso making coffee in their room in the morning; while yes they were noisy and rude, it's clear that the hotel also lacks the necessary measures to manage the noise. Carpet instead of hardwood would probably help a lot for starters. With other options in the area that are just as nice we'll opt for a different hotel the next time we...

The property is lovely. That raised my stars from 1 star. But the customer service not so much recently. And be aware, if you book through a third party app, you are likely to be cast aside to less good rooms. This is the third time this has happened to us, out of about 11 stays in just the last 2 years. I had to talk with staff 4 different times, because they had moved us from the Harbor View Room that we had booked, to an accessible room. We started talking with the hotel at about 9 PM the night before our arrival. That person kept insisting that we had booked an accessible room. We finally emailed him our reservation, and he let that “defense” go. Then he changed to, “Oh, I see you booked from a 3rd party app.” It went on and on. He was more interested in “defending,” rather than serving. We spoke with more people in the morning before our arrival. Then after promising to comp our parking for 2 days, they strenuously tried to remove that at check-in. My last call before we arrived was with the Reservation Supervisor, who said we would be in the Harbor View accessible room, but she would comp our parking. I added, to please not move us to a side room, which is much smaller. On arrival, they indeed had moved us to a side room, and they argued that because that was a “regular”Harbor View Room, they would not comp our parking. When I explained how often we come, and that we bring other guests with us (2 other rooms booked besides ours this trip), they relented and comped our parking. |We have stayed in about 25 properties all over Paris, Caribbean, Seattle, Oregon Coast, Greece, Tiburon, Mexico, etc. in 2024 and 2025. This situation at Casa Madrona was our only hotel difficulty for that time period, out of far more than 25 bookings. I am sure the staff at Casa Madrona have decided that I am somehow a “difficult customer,” but what about the 25+ great bookings we enjoyed otherwise. My wife and I both operate under the premise that service is a 2 way street. That it is our job to care well for those who help us in the service industry. So it is very rare that we experience this type of lapse of service at a hotel, because we normally try to care extra well for them, too. |By the way, we paid just under $1,200 for our two night stay. At that price, customer service should reign supreme!|They need to hopefully read this review and consider possibly upping their customer service. I will...