I'm writing this letter to thank you for the exceptional service I experienced while staying at the Walnut Creek Marriott. I wish I could say that I enjoyed all of the amenities offered by your hotel while on vacation, or that the available business facilities allowed me to stay connected to the office back home. But no, my stay was for a different reason. I unfortunately broke numerous bones in my leg and foot during what should have been a short trip to the Bay Area. Therefore, after my hospital stay, I needed an "Accessible" room to call home while adhering to a strict post-surgery no-fly order.
In total, my time at your hotel spanned ten days, before I was finally able to fly home. During that time, my wife and I were given exemplarary service by everyone at the hotel -- from the staff manning the front-desk, to the restaurant and bar employees, to the housekeeping crew, and even to the maintenance staff.
For example, within the first hour of checking into the hotel, I noticed a high-pitched squeal being emitted by the toilet. 15 minutes after calling the front desk, a service person came to replace the plumbing inside the toilet; we never heard another whine from the toilet again. Soon afterward, we asked for a shower chair for the tub, and sure enough, one was delivered (and even tested in our tub) on short order. The next evening, the lock of our door failed, and again, minutes after making a call, someone was fixing the problem. All of these calls were made after normal business hours, so we were surprised when maintenance personel came so quickly to our rescue.
And speaking of needing assistance outside of normal hours -- because I was prescribed daytime bedrest, the housekeeping staff had to work around my unique schedule. For most of our stay, we had a single housekeeper (unfortunately, I've since forgotten her name) who went out of her way to clean my room in a timely manner, whenever I was able to leave the room on a short break from bedrest. Again, as soon as I called the front desk to let them know we were temporarily vacating the room, the housekeeper arrived to clean the room -- even when it was late in the afternoon.
The same goes for the hotel restaurant. A few times, I arrived for breakfast and lunch after the posted hours, but I was still happily given service by the restaurant staff or the bartender. And you know what? The food was very good. Even my wife was impressed with the quality of our breakfasts and lunches.
At the front desk, Jessica pulled out the hotel's wheelchair for me when she saw me struggling with crutches, and Gustavo was patient enough to walk through my bill in detail and fix several errors. Gustavo even gave us a much-appreciated discount on two extra nights at the hotel after our fly-home date changed.
On the other hand, one aspect of the hotel that I think needs improvement is parking. The Marriott website erroneously states that there is free, on-site parking. In reality, the lot for self-parking is a signficant walk away, and on-site parking is valet-only. Because of the physical layout of the hotel entrance and the road accessways that are blocked off by concrete barriers, when there are more than several parties trying to leave or pick up their cars, valet parking turns into a confusing mess. Fortunately, your staff again came to our rescue. My wife was shuttling back and forth throughout the day between the hotel and our relative's house, where our children were staying, so the valet staff allowed her to leave her rental car in a corner of the valet area such that the car was always at the ready. Also, no parking fees were charged to our bill -- thank you.
Oh, and one other small gripe -- the hotel's internet service (provided by AT&T), was extremely slow, especially in the evening when I'm sure capacity was maxed out. Normally, this wouldn't be a big issue for us, with our mobile-data-capable devices. But cell service in our room (and throughout much of the hotel) was very poor. Our Verizon, AT&T, and T-Mobile devices settled at 0 or 1 bars of signal strength in the hallways and inside of our room. When we mentioned this to the front desk, my wife was even given keycards to another "Accessible" room on a higher floor to check on cell service there, but it was no better.
All-in-all, I enjoyed my stay at the Walnut Creek Marriott, despite the circumstances that brought me there. I know that past TripAdvisor reviews have not rated this hotel highly, but I can see that the vast majority of the recent reviews are very positive. As the new General Manager, you are certainly doing a bang-up job, as evidenced by the turn in reviews, and as we personally experienced, the outstanding service we received from your staff. Thank you and all of your employees at the Walnut Creek Marriott.
- Official Description (provided by the hotel):
- Our newly renovated hotel is just 2 blocks from the Walnut Creek BART station and convenient to San Francisco, Oakland and the rest of the Bay area. A premier green-certified hotel in downtown Walnut Creek, guests are sure to enjoy our outdoor pool, spa tub, on-site fitness center, business center, fresh cuisine at 'Atrio Restaurant and 17,500 square feet of banquet space. Visit our beautiful hotel and experience comfortable living with many convenient amenities. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Travel Republic (UK), Hotels.com, Marriott, Agoda, TripOnline SA, Traveltool, S.L.U., Evoline ltd and HotelQuickly so you can book your Walnut Creek Marriott reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Walnut Creek Marriott Hotel Walnut Creek
- Marriott Walnut Creek