My wife and I tried out the new 4Points in San Rafael on thursday and friday. We had made the reservation through the platinum desk, and my wonderful new concierge said that she called the hotel and asked them to give us 1 of the 3 suites they have. But we checked in to find we had been put in what must have been the worst room in the house! A handicapped room on the ground floor with windows facing a brick wall. Room was tiny, AC was extremely loud and dysfunctional, no amenity, etc. I lived in a wheelchair myself for more than a year and wish that hotels would not give their worst rooms to the handicapped! Really pisses me off...

Anyway, In the morning I checked the local Hiltons to see if I could avoid another night there, but no such luck. So I asked for a suite. Desk agent was evasive at best. First she said they didn't have any in the hotel. Then she said they sort of did (they do!) looked around, made noises, finally said there were none available. I settled for a room upstairs that was small but fine and had a decent view. Still no amenity, no apology, etc. I let my concierge know I was going to post this here, and that I knew that this hotel was new to Starwood, etc. She said she wasn't buying that excuse--she'd talked to them, and they screwed up. Time to face the music. This could be an OK property, although the upgrade possibilities are limited by the fact of having only 3 suites. It was a bit cheaper than the nearby Embassy Suites but not as nice. next time, the Embassy, or the Villa a nice inexpensive non-chain property.