AC Hotel by Marriott Santa Rosa Sonoma Wine Country in Santa Rosa

Review №1

2024-06-26 07:19:08

The property is brand new and modern. The location is great - near the shopping mall, the train station and downtown restaurants. The system automatically upgraded me to a terrace room. The staff were friendly. They offered me late checkout before I asked about it.But, it was not the cleanest hotel. I saw stains on my bed sheets so I asked for another set. Then I also saw stains on bathroom towels. Considering how new this hotel is, their cleanliness def needs some improvements.

Review №2

2024-05-12 13:24:38

Management at this hotel is horrible. They treat Marriott members horrible and they try and change the rate on you and overcharge you from your original reservation price. Beware. The room had used cups with wine in them. The hand towel had stain on it. There was dust everywhere. They don’t clean rooms well. I had to open a claim with corporate to get the right price for my reservation. If that didn’t work Id take them to small claims for almost charging me double the standard rate for a standard room. I waited almost 3 hours for them to clean a room. FYI I’ve worked in this industry, it takes 30mins to clean a room after checkout. Management told me when I tried to check in that they would have my room cleaned next. 3 hours later I checked in. Meanwhile they were checking in 3rd party reservations the entire time I sat in the lobby waiting. This place doesn’t resemble a Marriott hotel and what you would expect from customer service. The general manager told me he would take care of it and then never called back and never took care of it. No wonder where his staff gets their horrible customer service from. Apple doesn’t fall far from the tree at this place. I wouldn’t recommend it.

Review №3

2024-03-30 17:11:53

Property feels new and well maintained. The location is great, as it is in easy walking distance of many bars and restaurants in downtown Santa Rosa. The staff there was very friendly from the valets to the check-in desk everyone was helpful and friendly.Unfortunately the rooms are tiny and oddly setup. In my room, the bathroom sink was located in the center of the room. There was little storage space and it felt crowded with just me! The balcony door leads to a divided balcony shared with other rooms and Unfortunately the lock was very non intuitive and didnt leave me feeling like the door was ever really secure. The other and larger issue was that my wife initially made our reservation and called the hotel to add me the room. Whoever she talked to was very curt and said I had been added. When I arrived I found that I was not on the reservation and had to jump through hoops to call her and have her contact the hotel. While the staff on site was helpful this is the sort of thing that sours your view when you arrive after a long day of travel.

Review №4

2024-03-22 16:41:18

The people in this AC hotel were lovely. From the front desk to the valet to the restaurant the staff was welcoming and responsive. But there were a couple of big drawbacks.1. This hotel is nearly touching the 101. As we settled into our room, we could hear engine noise. Not as a faint distance hum, but the acceleration of cars and the rumble of tracks and motorcycles as they went by. The room had frosted windows to block out the view but it did nothing for the sound. The staff was willing and able to move us, but the second room was just as noisy. The third room was much quieter.2. I realize that the AC brand is minimal, but, our double room had only 1 towels. Again we had to go to the desk to get a second set.These are small inconveniences, but it’s the little things that make the difference when you’re away from home.

Review №5

2024-04-29 21:47:18

Overall, a great hotel, great location (to both downtowns, they have two, one on the other side of the highway, fear not, its easy walk past a mall, and the other real old downtown), so lots of eateries and shopping.Our room (we splurged on a King Suite with sofa and balcony, more on all that later) was very spacious. The hotel is brand new and all amenities and fixtures are modern.Overall, the staff is super nice, a shout out to Jeff the manager, Maria on the front desk and Erica at the buffet.Parking: annoyingly enough, AC Hotel has no self-parking available, only 30$(!!!)/night valet (are we NY Boston SF downtown? :)We cracked the parking code in Santa Rosa, the most metered parking city in the whole United States, I never seen so many 2h-3h-4h metered streets!But heres the trick: park under the highway, 30ft away from the hotel from 6pm to 9am for free, then >9am move your car another 400ft to the adjacent mall - overnight parking is not allowed there but free during mall hours!You just saved yourself 30$/night - thats a lot of wine-tasting!Which brings me to: Gaby - she assigned us the wrong room (a much smaller, almost half size room) and when I asked for the correct room, she kept insisting that a) thats the correct room we got and b) the listing is incorrect and c) the hotel will update the listing. And then stared at me, unblinking, hoping the annoying guest just goes away and leaves her alone.Indeed, the next morning, Maria identified the problem, went out of her way to assign us the correct room - Jeff offered a points-refund for the wasted one-night overpayment.What a mess: Gaby might be a fine employee but spectacular unfit for a customer facing position.(attached the picture of the suite with sofa-bed, what it should have been, and the one Gaby assigned to us. See how the chair almost looks like a sofa bed? Not! : )

Review №6

2024-06-30 19:14:02

Good location very nice design clean and modern however it is grossly understaffed. The experience in the bar was good, but in the breakfast area, it was confusing at best. The worst thing about the whole place is the shower, it must’ve been designed by AI, not humans.

Review №7

2024-03-21 15:24:03

It’s a really nice property, but I would not return.TLDR: too noisy and rooms were not clean and staff was not friendlyDetails:Gorgeous rooms and gym and lobby area.BUT the check in staff (tall guy with blonde hair) was awkward. Felt like he was shaking me down for valet parking and then a $50 fee for my little 10lb dog.When I went back down to fill out the dog check form, he told me about the fee - and that it was to cover the extra cost of the dog in the room.Then I showed him pictures of the urine soaked toilet seat and asked him if I should get a $50 toilet cleaning rebate.Then he waived the fee…Anyhow…then he wanted $35 to park my car overnight when it’s free on the street.Bottom line - not the way I expect to be treated as a Titanium Elite member.And then my key did not work tonight - and the night clerk was just so unfriendly.Attention Management: I work very hard for my money and customer service means a lot - if you want loyalty - then hire people or train people to earn it.

Review №8

2024-04-21 14:29:34

I had a terrible check in. I hardly can believe after using Marriott chain for last 10y and promoting it to my friends, I will face such attitude from the staff. We had a room with terrace booked but they gave us a different room for lower price and didn’t tell us anything. They we complained, they admitted that the room with terrace isn’t available due to bla bla. Why didn’t you tell us anything?? What is this? They knew that ahead of time and didn’t communicate. Then upon escalation to the manager Madison, they “kindly” agreed to return us the price difference. Also, originally they offered us 10-20$ return. At that time I recalled that price difference was around 50$, later I checked online the difference was 55$. No courtesy was provided. We thought may due to this awful experience Marriott would want look better to our eyes but apparently not. Later, I had to spend time with Expedia to refund the amount. Expedia support was very good. Hotel staff however puts the shadow on the whole chain. I would recommend hotel directors to demote Madison. Being manager myself I understand that you need to have a little bit more responsibility to be in the position.

Review №9

2024-02-27 05:43:38

Great location, cute shops and restaurants in walking distance. Don’t love the sink area in the bedroom, not the best for multiple guests. If one wants to sleep in there is no separation. Cute little balconies, unfortunately my neighbor was smoking on theirs and the smoke seeped into my room.

Review №10

2024-04-22 20:30:11

I ordered through expedia the room with a terrace (which costs additional $50 fee) and didnt get it. Why they suggested a feature and couldnt provide it? I cannot check now if the difference will return, but no appologize from staff.  they didnt work well with such a thing. Travelling started to be uncomfortable... for $340 per nightNo free parking ($30 per day valet parking) - let me note the expedia phrase parking is available..., no terrace-room, no dry floors in the bathroom - paddles from shower cabin in the renovated suite) Oh, that is Marriot  Of course, I Like warm water in the shower and soft towels and calm on the fifth floor(with the comparison on lower floors: loud music from disco bars in the city center) and I like breakfast(I didnt say it had a large variety but it is okay when other hotels have no breakfast at all)