Residence Inn Novato Sonoma - Novato, California

Cheslava B.

Our family really enjoyed our stay in this hotel last week.
- The rooms are spacious and clean, and include everything necessary for a comfortable stay.
- The breakfast was good, the child enjoyed waffles the most
- the hotel has a small gym and a laundry room on the ground floor, quite convenient
- there is a grocery store opposite the hotel
- the staff were really friendly and helpful. The front desk ladies were incredibly polite and attentive, and made us feel welcomed.

We would come back again for sure

Ryan

Very beautiful hotels and great deal given the hospitality, service, and overall quality of the hotel and experience. The 3 ladies at the front desk (Irene, Jasmine , & Julia) went over and beyond my expectations of service. They were the kindest people I've ever met to this day and their very professional, wish I could give 100 stars. If your ever in town and looking for a very relaxing, non overwhelming, stress free trip I would recommend staying here over anywhere else, 100000% 😉

Amy H.

Update 2/19/25. Was contacted by the GM Mr. Harper on 1/16/25. Very pleasant conversation although didn't provide answers for the issues.. At the end he indicated he was providing a 25% discount on our stay and 10,000 Marriott Points. As of today we haven't received either of these. Now I see why there are issues with the staff not fulfilling things when the GM doesn't either, not setting a good example. Plus I notice that, based on another review from 3 days ago there iare still breakfast problems. Dropped scored to 1 star as was initially giving them some credit for the nice hotel, but when the GM drops the ball big time it just added to the dissatisfaction.

Original Review
While the hotel was nice and brand new. Several areas of our stay were lacking and unacceptable after paying $340 per night.
1. On the first night we were not able to locate bedding for the sofa bed. I went to the front desk and the gal indicted she would bring some up. As it was late we waited over 30 minutes and she never showed. I called the front desk, no answer. We went to bed.
2. The next morning we talked with the front desk attendant about several issue. (A)There was only 1 remote for 3 tv's, (B)we could not get the thermostat to cool below 71 (even though it was set as low as 67). (C) We asked for a pillow for the sofa bed.
She took notes, but none of the items received attention.

A couple of other we did not mention to the staff, due to the other items falling on deaf ears. The cooking area was not stocked with some basic items, pizza pan and more & only enough dishes for 4 people for 1 use (we had 5 in our party) and only 1 packet for the dishwasher. They knew we were there for 3 nights. There were ants on the counter we had to deal with. Odd for a new hotel. The ice maker in the refrigerator apparently wasn't hooked up as we turned it on but no water ever filled the unit

The breakfast in the morning was a disaster. Not sure why waffles would only be available on Saturdays and Sundays. One morning was so busy the worker couldn't keep up. I felt sorry for him as nobody from the staff came to assist him.. There were no plates or forks for over 10 minutes, the items were not getting refilled. They would put out 2 or 3 yogurts and milks at a time as apparently they were afraid some would hoard the items. But when it is backed up you really shouldn't worry about that. The orange juice machine for all 3 days had a sign saying they were out. Orange juice is a breakfast staple you shouldn't be out and it could be purchased locally at a grocery store to supplement until your "bulk" containers came. Other customers were surprised by the lack of silverware, dishes and other items.

Plus the usual no towels in the pool area.

Again very disapponting for the $340 per night charge. I mentioned it to the front desk person on our check out - she was the one we talked to on the first morning. She was surprised things weren't taken care of. I asked for a manager she said she woudld be there in 20 or 30 minutes. We had to catch a plane, you would think the manager would have reached out, but 10 days later nothing.

Only got the 2nd star because the hotel was new.

Sherrell W.

We booked a stay at the new Residence Inn Novato Sonoma & we were very disappointed in the way our stay was handled. |We reserved a 2bed, 2bath room days in advance. Arrived to our room & it wasn’t what we reserved & paid extra for. Called down to receptionist & was told they gave our room away to someone else, but would find us a similar room. We came back down to switch keys. The new room was nothing similar & would not fit the number of ppl we came with which is why we initially reserved the larger room. |We told Kevin we were checking out for a full refund since our room we booked in advance was given away to someone else. No offer of credit, points or anything. We were left to find a last minute hotel elsewhere on a holiday. Very disappointed & upset with the way this was handled, completely ruined our plans & this hotel should be ashamed for over booking & giving away prebooked rooms

Zachary A.

Ms Davis, Assistant Manager was rude and condescending. We had called ahead to check if a room is ready - it was confirmed. We arrived and Ms Davis has been nothing but rude and continued to try to explain despite being asked several times to stop as it was particularly aggravating. We had to choose accommodations out of emergent necessity and the attitude was not appreciated. There are times when you need to read your guest and act accordingly. She did not.

Chris N.

$15 Parking fee lost the star. This location is brand new and there are no doubt growing pains as indicated by the other reviews. We didn't experience that.

However a $15 parking fee for an interstate side hotel out of a big city is unheard of. Even our hotels in Menlo Park and at the SJC airport had free parking. This is just a tax ad on. I'd rather then put it into the cost of the room. The lot was near empty. The rest of Novato had free parking in the city.

Shi O.

There was no internet although there was supposed to be. I had to use the Hotspot on my phone. It is a new facility though so the rooms were very nice.

Kevin V. L.

Staff needs help with breakfast, they need training to keep items stocked and food cooked proper. Only been open 2 months, so time will tell.