SureStay by Best Western San Rafael

TRAVELERS BEWARE! I felt so unsafe after encountering the owner I left without any promise of getting my money back. I was filling my cooler up with ice after a day of fishing in Sausalito when a car abruptly stops in the middle of the drive way and a man (who I have never seen before) approaches me and asks "Are you staying here?" I replied with a "yes" just thinking the person may have some questions about the hotel or area. He then asks "Whats your room number?" I reply "im not telling you." Now visibly more aggravated he asks again "WHATS YOUR ROOM NUMBER?!" I again reply "Im not telling you!" He yells at me "WHATS YOUR ROOM NUMBER?!" I reply again with "Im not telling you. I dont know you." He replies "Im the owner you have to tell me" I reply "I still dont know who you are and no I don't." him "Fine what's your name?!" I gave him my last name thinking if he is trying to verify who I am that is a more appropriate question to answer. He disappears behind a corner and reappears in less than a minute yelling "IM THE OWNER YOU HAVE TO ANSWER MY QUESTIONS!" I now shaken reply back with "Im a guest here I don't appreciate how your handle this situation." Him in a child temper tantrum type manner "I DON'T CARE!!!" Gets in his car and peels out. I ran into the office shaking and with tears from fear and frustration to verify with the clerk that this stranger was part of the business. He confirmed it was the owner. Now im even more scared because the owner has access to all my information plus ability to enter my room. I asked for a refund but the clerk said the owner is the only one able to issue refunds. I have opened a ticket with Best Western Corporate but I stupidly booked through a 3rd party and they were not refundable. I choose to leave without a refund anyways because the encounter was just that off putting. My encounter with the owner in no way was normal for a level minded adult. Who knows what he is capable of but I was not going to risk it. The owner was not wearing anything resembling a uniform to identify himself. He never did anything to build trust like introduce himself. Right off the bat was aggressive and yelling. 10000 different ways he could of handle the situation in a professional manner if he was actually trying to verify my identity. Maybe its just me but isnt asking someone especially a solo female her room number like rule #1 for things not to do in hospitality. I literally felt safer sleeping at rest stops than at this place. Bummer because the room, location, and price point was perfect for my trip. Room is exactly what you would expect for about $85 a night. Not as bad as a motel 6 but not as nice as a best western. Travels common sense please do not EVER give out details like your room number to strangers no matter who they claim to be. You never know.

Good price with decent location located near some excellent restaurants. Recommend staying in upper rooms as to avoid having families with children above you that want to run and jump. Difficult to sleep under those conditions.

TV cables unplugged. Maintenance did not answer. I asked for tools, had to look at available tools and choose what I needed and then unmounted tv, fixed it and re-mounted tv. Was not offered any discount.

Room is neat and clean. Outside is neat and clean. Two levels. To get to the rooms they are outside facing the parking lot. Neat coffee place literally a few steps away. Only weird thing is there was no hand soap. Was told to use the body wash in the bathroom. That was the only draw back. Great price. Great staff. Has a mini fridge, microwave, small coffee maker, mid sized tv and phone in the room.

other than a great coffee store across the street I don't have anything favorable about this location not a pretty area, industrial area which we were not advised of. the front desk loan adaptor for my phone

Great people. Clean environment and rooms. I was able to receive my packages from Amazon through the reception. Trustworthy people. Clean rooms. Easy check in and out. They're always ready to listen to you

We stay at Best Western properties when we travel 8-10 weeks at a time. Points and consistently decent. This one breaks the mold. First hard to find due to signage then difficult to park due to many trucks in a tiny parking lot. Rooms are very small. Queen bed left us little room to walk between dresser and bed. Internet never worked and we were close to the office. Breakfast was non existent Frosted Flakes and coffee. Juice was there but not great. I chose it for price and location not far from Muir Woods easy to get back in 101 to get to sites but it was a mistake. Pay a little more and sleep. Upstairs used the shower woke us up. Thought the water was pouring into our room. Just don't It was like a Motel6 at BW prices

Hotel was okay. Not the best area. Facilities were adequate. If you need a one night stay, it's okay, but I would not stay for along trip. I'm a rewards member, but the Sure Stay hotels are up to par with the other BW hotels.

The room had not been cleaned when we checked in (we found pillows scattered, wastebaskets full, hair on shower wall). Desk clerk sent someone to clean it immediately, but it delayed our plans. Water takes far too long to heat up - in a drought. Trash truck woke us at 4:30 am. Otherwise, the room was fine. Light industrial location.

Great value considering economical rate. Room was clean and had updated furnishings and modern lighting and the bed was very comfortable. Great location for access to many locations in Marin and Sonoma.

This is a very conveniently located, no frills, high value comfortable and clean motel. The neighborhood is in an industrial neighborhood but it is safe with sometimes working class folks walking around. The staff went out of their way to help and seem genuinely friendly. It is not a luxury hotel but with clean run, working amenities, comfortable bed and very helpful staff, it beats any overpriced place.

This was an inferior Best Western. One lonely woman who seemed to be running hotel was rude, unhelpful, and afraid patrons would take 2 danish rolls when there was nothing else to choose from at a limited, pitiful breakfast. Floor in room was uneven. People smoking outside rooms.

This is a small place and is family run. The family is very helpful. We come back here everytime in the area and the family is very accomodating. The place is great value for the money and is situated within easy eaccess of places where we need to go. Would highly recommend.

Dirty room, stains on the walls, chairs and carpets, big, black flies inside the room, torn curtains, bathroom door wouldn't shut, I could go on and on. Upon arrival and after seeing the room, I immediately booked another, actual nice hotel in the area and left!!!!

The place is a little oasis. There is a small well kept garden with humming bird feeder and birds that play. Very relaxing. The staff is nice and friendly. And the place is conveniently located. Good value for the money.

The rooms are newly done and everything seems updated. The bed is very comfortable. We slept very well. This is not the first time that we have stopped here and it has become our go to place when we come to the area. The staff is very friendly and family like.

We were skeptical at first because the place is in an industrial location but were pleasantly surprised. This place is a great value. It is conveniently located and close to town. The rooms are clean and the bed is very comfortable and the staff is very friendly. This is a no nonsense place that is good on the pocketbook and convenient for everything we had to do. Location is in industrial part of town but safe.

I think her name is Demecia - was excellent in her cleaning - we arrived early and needed two rooms, the staff at the front desk worked with Demecia to get both rooms ready before check in time. That helped us soo much in what we had to do. They said they can do it when they are early check outs. Very helpful staff.

Was looking for a place late night after New Year party. Found this place. Slept very well. Clean, convenient and no fuss. Highly recommend to anyone looking for a good bed, easy to get to location, nice no fuss staff.

This hotel is conveniently located with easy access to freeways and places of interest. The rooms are clean and newly remodeled. The bed was very comfortable. Breakfast is no frills but served my needs. All in all excellent value.

The hotel was conveniently located for what we had to do. The room was clean and had all amenities that we needed. The internet worked well. It is good value and met all our requirements. Will definitely return.

This hotel is not in the best section of town. The room wasn't amazing. I walk into the bathroom only to find a wad of hair on the towels. When we went to turn the heater on an odor came out of it. Then at about 2:30 am a rude ass guest was walking around outside being hella loud and making so much noise that went on for about 30 mins So that was annoying. Why Best Western is associated with this hotel I have no idea. Overall don't recommend so somewhere else.

Bed was very comfortable. Towels were course and exterior hallway was in poor condition. The hotel is an older property that needs some updating . For the price I expected a better breakfast offering .

I stayed at this specific property a few times before COVID. I expected the room to be clean, sanitized due to State/County health guidelines. I DID NOT EXPECT TO COME HOME WITH BED BUG BITES!!! I DID NOT NOTICE THE DOZEN OF BITES UNTIL I RETURNED HOME LATE SUNDAY EVENING. I had my Husband take photos of the BITES as proof

We stayed in a 2 queen room suite for $140.00. The pros and cons: Pros: Close to the freeway, Value, clean inside, coffee maker, and fridge. Cons: Small parking lot and had to ask to park near the dumpster; otherwise, I would have had to park on the street. The front office provided packaged pastries, coffee, and juice. THE SCRATCHING OF RATS INSIDE THE WALLS WAS DISTURBING.

The parking lot is small, front desk staff barely acknowledged my presence while checking in and no one was around at check out. The room was clean but the bed squeaked every time I turned. The small hotel is next to an auto shop/dealership and the bright lights from the shop are on all night shining through the bathroom window of every room. Definitely worth checking out other hotels on the block that do not have all the rooms with windows facing auto repair shops

The staff here are very kind and the rooms are kept very well. Management will check you in quickly and we have no complaints. Great price for a great stay. I highly recommend it. Maybe not the best neighborhood, only because there tends to be some homeless people strolling around aimlessly from time to time, but no problems or anything to worry about,..they keep to themselves. 5-Star rating for the staff here, excellent service to all of their guests.

By far the dirtiest lodging in which we have stayed in at least a year. The surly desk clerk was obviously inconvenienced by us checking in on our prepaid reservation. No mask Black hair in the sink and shower. The floor beneath the carpet was lumpy. Kind of unsettling. It was quiet and the bed was comfortable. A security guard patrols the property all night, so a vehicle in the lot is fairly safe. Man, keep driving even if you are exhausted. Must be a BW transition property.