Ratings based on 641 Verified Reviews

3.5 out of 5
64% of guests recommend
3.9 Room cleanliness
3.7 Service & staff
3.7 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
3 out of 5
Recommended
for Everyone
by A verified traveler from valencia ca

Decent hotel close to everything

Posted Jun 2, 2017
In a more industrial area but good for being in San Rafael. Directly across from the water treatment plant so sometimes the odor is pretty bad.
Comment from Hotel Management
Jun 3, 2017 by General Manager, Hotel Management
Stu, thank you for your visit. We are glad to see you had an overall good stay and that our location was convenient for your needs. However, we regret the inconvenience caused while you were here. We appreciate your feedback and hope the positive aspects of your visit will bring you back to our hotel in the future. Sincerely, General Manager
2 out of 5
by A verified traveler from california

Missing a lot

Posted Apr 27, 2017
Pros: Location and bed
Cons: All of the above
Good location, great bed BUT TV did not work. Hairdryer not working, breakfast quite disappointing. I am diabetic and there were only carbs. No fruit and even the coffee creamer had sugar! Too much money for what you get.
Comment from Hotel Management
Apr 27, 2017 by General Manager, Hotel Management
Thank you for your candid review. We are glad that you liked our convenient location and the bed in your room. However, we are sorry for the maintenance issues you had and for your disappointment with our breakfast offerings. We will surely share your review with the respective teams to see where we can make improvements and ensure no future guest experiences the same. We hope you will consider staying with us again as we would love to provide you with an excellent experience. Sincerely, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from NJ

Clean and convenient

Posted Apr 16, 2017
Pros: Good price
Cons: The description of the breakfast offering should be more clear.
The hotel was easy to find, nothing fancy but was clean. The breakfast was coffee, tea, muffin and granola bar.
Comment from Hotel Management
Apr 17, 2017 by General Manager , Hotel Management
Beth, thank you for including Extended Stay America - San Rafael - Francisco Blvd. East in your travel plans. It’s nice to know you had an enjoyable stay and that you were impressed with our convenient location and the value we offer. We have also taken a note of your comments in regard to our breakfast choices as we plan any changes to our future offerings. It was a pleasure to have you as our guest, and we hope to see you again soon. Sincerely, General Manager
2 out of 5
by A verified traveler

Room clean but lacking other amenities

Posted Apr 11, 2017
Pros: cleanliness of room
Cons: Continental breakfast could use milk with coffee; other varieties
Exercise room - no water, no towels, no mats, no weight equipment, "continental breakfast" - a granola bar + oatmeal package. Computer equipment in "business area" - broken.
Comment from Hotel Management
Apr 11, 2017 by General Manager, Hotel Management
Thank you for sharing your feedback. Although we are glad you liked your clean room, we are extremely sorry for not meeting all of your expectations with our offerings. I have shared your concerns with the respective teams as we plan any future changes. We truly regret the inconvenience caused, and please give us another chance to redeem ourselves in the future. Sincerely, General Manager
3 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel but not quiet

Posted Apr 9, 2017
The hotel was nice, check in was great. But it was very loud, it's next to a highway... the room was huge and awesome for a great price. My one complaint was that I called the desk asking for an extra blanket. The woman said they would be ready in twenty minutes. I wait thirty minutes, nothing. So I walk down to the front desk, the woman is on her cell phone and looks at me like "huh?" I told her I wanted an extra blanket. The blanket is still in the dyer, not folded. She grabs it and drags it across the floor and goes to fold it. Most hotels I've been to will bring the blanket or extra towels to your room???? It just seemed like she didn't care at all. Other than that, the hotel was very nice.
Comment from Hotel Management
Apr 11, 2017 by General Manager, Hotel Management
Thank you for including us in your travel plans. We are glad your overall stay was pleasant and that you liked your comfortable suite and the great value we offer. However, we are sorry that our associate was not attentive to your needs. We are looking at our current training processes and making adjustments as needed so this type of issues are not repeated. Thanks again, we hope the positive aspects of your visit will bring you back to our hotel in the future. Sincerely, General Manager
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Mar 27, 2017
Pros: convenience to my destination
Cons: the lobby carpets were not vacuumed for 2 days
the "breakfast" was not available both mornings. apparently the "shipment" didn't arrive would have been nice to have a little something to nibble on as expected
Comment from Hotel Management
Mar 28, 2017 by General Manager, Hotel Management
Thank you for choosing to stay with us. We are sorry for the inconvenience you experienced. I have shared your concern with my housekeeping department in regard to the cleanliness of your room. We are not certain of the time you visited for breakfast, but we can assure you we will look into what does not sound like a typical experience. We appreciate you bringing this to our attention. Please come stay with us again as we would love to provide you with a better experience. Sincerely, General Manager
2 out of 5
by A verified traveler from California

No Computers, no work station and no breakfast

Posted Mar 27, 2017 on Orbitz
Pros: The rooms were clean and the bed was comfortable.
Cons: Inform your customers BEFORE check in if services advertised are not available at the time.
Yes, the hotel is clean and comfortable but that being said I was in San Rafael on business and needed the business center to print document. I was told after I had checked in that it was not available. The desk clerk made no offer to print my documents or even inform me that there was a FedEx center just down the street. My room had a nice size kitchen. I wanted to make some soup but there were no plates, spoons or pots. When I asked the next morning if the rooms were supposed to be outfitted with kitchen supplies I was THEN told that they were at the front desk and I had to request them. This would have been important information I should have been given at check in. Which brings me 8:30 am and I am hungry (because if you remember, I didn't get my soup the night before) so I wanted to get breakfast which was supposed to end at 9:30 am. Upon arrival in the lobby I found a small table full of 4 or 5 coffee pots, sugar and cream. I was told that guest must have eaten everything because it was all gone. Well if that was the case then they must have eaten the serving plates as well as the table they were sitting on because there certainly was not room on the table that was holding the coffee.This hotel may look nice but it fails in customer service and truth in advertising. I WILL NOT STAY at an EXTENDED STAY again.
Comment from Hotel Management
Mar 29, 2017 by General Manager, Hotel Management
Thank you for being a guest at our hotel. Although you enjoyed the comfort of your bed, we are sorry for the service issues you encountered at the front desk and with our breakfast offerings. I have shared your concerns with the concerned teams in an effort to improve our services and facilities moving forward. We invite you to come back and validate the changes we will be implementing and to experience the stay you expect and deserve. Sincerely, General Manager
5 out of 5
by Anastacia

Posted Mar 24, 2017 on Hotels
Very comfortable and in a great location!
Comment from Hotel Management
Mar 26, 2017 by Manager, Hotel Management
Thank you for choosing to stay at Extended Stay America - San Rafael - Francisco Blvd. East. It's good to know our location was perfect for your needs and that you enjoyed the comfort of your room. It was a pleasure hosting you, and we look forward to welcoming you back soon! Sincerely, General Manager
5 out of 5
by Princess

Posted Mar 20, 2017 on Hotels
Comment from Hotel Management
Mar 24, 2017 by Manager, Hotel Management
Princess, thank you so much for the terrific feedback. We work hard to make sure our guests enjoy every aspect of their stay, so reviews such as yours tell us that we are succeeding. Thanks again for allowing us to be of service, and we hope to see you again soon at Extended Stay America - San Rafael - Francisco Boulevard East. Sincerely, General Manager
3 out of 5
by Billy

Understaffed--- service suffers.

Posted Mar 20, 2017 on Hotels
Way under-staffed. The poor girl at the front desk had to run the entire property by herself! As a result, service suffered. Clearly the owner cares more about his profit margins than his patrons! The young lady, I believe her name was Shamiqua, had the patience of a saint. Give that lady a medal and a RAISE!!! Nobody can run a hotel of this size by themselves without service suffering. But she tried her best!!!
Comment from Hotel Management
Mar 24, 2017 by Manager, Hotel Management
Billy, thank you for your candid feedback. We are pleased to read you were impressed with the service delivered by Shamiqua. I will definitely share your praises with her. Making all our guests feel appreciated and valued is our number one priority and your candid comments have pinpointed an area in which we can make changes. I hope you will consider a return visit and allow us to prove to you we have earned our reputation for delivering service excellence. Sincerely, General Manager