Marriott San Ramon

I had a great stay at the San Ramon Marriott in Oakland, California! The property was much larger than I expected, and our room came with a beautiful balcony view that made the experience even better. I was in town for a family wedding, and the hotel made a perfect home base for the weekend. The bed was incredibly comfortable, definitely one of those “sink right in” types. Breakfast at the on-site restaurant was delicious, though I do wish there were more food options available throughout the day. Still, everything worked itself out, and the overall vibe and comfort of the hotel made it a really enjoyable stay.

The staff went above and beyond to make my daughter’s 14th birthday week, on the road with me while I work, extra special! They decorated before we checked in and left a cake in our room when we were out for dinner. Extraordinary hospitality and appreciated more than I could express!

I would like to formally express my deep dissatisfaction with the appalling level of service I received from one of your front desk associates during my recent stay at San Ramon Marriott. From the moment I approached the front desk, the staff member Jordan, Trent( Front Desk Supervisor) and Aaron( Rooms Director) was curt, unwelcoming, and outright rude. Rather than offering assistance or hospitality, their tone was dismissive, their demeanor unprofessional, and their behavior completely lacking in the basic courtesy one would expect — not just from a hotel, but from any customer-facing role. When I inquired about the M Club Lounge access for I am a Platinum Member, I was met with eye-rolling, short answers, and an attitude that made it clear they did not care about helping me. There was no effort to listen, resolve the issue, or even be polite. This is not just disappointing — it’s unacceptable. My experience was tainted by this interaction and has left me questioning whether your hotel values its guests at all. Hospitality should begin at the front desk, and what I encountered was the complete opposite. For a business that operates in the service industry, this kind of treatment is inexcusable. I expect this complaint to be taken seriously, and I would appreciate a direct response outlining what steps will be taken to address this issue. Frankly, an apology is in order — not just for the poor service, but for the lack of basic human decency shown during my stay. In addition, during our last stay there was worms on the table at M Club lounge where you set your plate of food to eat. (see attachment)