Hotel Embassy Suites by Hilton di San Rafael

I feel bad writing this, but people need to be aware. I would say this was like Fawlty Towers, but many of the staff were plain awful. AND THEN THERE WAS MY CAR BREAK IN AND THEFT IN BROAD DAYLIGHT 50 FEET FROM AND IN VIEW OF FRONT ENTRANCE AND DESK. Earlier comments are true. Many staff unhappy, ignore you, socializing and going through the motions. Extremely poor communications (notes not used, each person you talk to gives you a different story), frustrating. Two exceptions. The night staff member (many years experience, tall, thin African American, sorry forgot his name), was extremely kind and helpful. And the GM, who kindly listened to me, was also. The problems. Wife was overcoming jetlag and a cold. We requested light housekeeping late each day. Woman housekeeping Supervisor took great offense at this and literally hated and punished us. Getting housekeeping was a daily ordeal. Two days I requested sheets and remade bed myself. People walking in on you, midday, with Do Not Disturb sign and requested, stop, stop, don’t come in. This was the Supervisor and we felt like she was our angry landlady, who would do as she liked. Literally verbally abusive. I never saw such behavior in my life. We were promised a larger, upgraded room, but no notes were made and it was given away. No apology. We gave up. But the obvious worst situation was THE CAR BREAK IN, MID-MORNING. Smashed windows. Stolen suitcase. Wife lost her clothes and important medicines. Desk clerk focussed on writing his report - I was focussed on trying to reach the police. Police did nothing. Hotel had no responsibility or cameras. I was out thousands of dollars. Imagine what could have happened if I had walked into the robbery. Manager offered to comp one night. Bill was wrong, had to request it. To add insult to injury, I was charged for parking. After we left, another mysterious $109 charge appeared. No bill. No explanation. I called. Unresolved. I give up. I am beyond frustrated and upset. A Police Detective later told me the Civic Center area is “sketchy”. Worst hotel experience in my life.