Review of Courtyard Novato Marin/Sonoma 3*

Horrible place to stay. I had a room block at Marriott Novato for my wedding. One of my friends found a spider in the bed. They switched her to another room. My mom fell in the bathtub during my wedding night because the bathtub was slippery, and she suffered a wrist fracture. The front desk told my parents that they should have asked for a non-slip pad. Shouldn't this be standard in all hotels bathrooms? Shouldn't they try to prevent accidents from happening? I also heard th…at my brother-in-law slipped in the tub as well, but he was able to catch his fall. Everyone hid the accident from me until after my husband and I got back from our mini-moon. When I heard about it three days later, I called Misty, who handles group reservations, to complain about the situation. At that point, neither my parents nor my friend who was helping my parents the night of the accident had heard back from Ibrahim, assistant manager of the hotel, to discuss what could be done about the situation. Misty transferred me to Ibrahim, who put me directly into voicemail. He then proceeded to call my friend to talk about the situation. After he calls my friend, he gives me a call and tells me that he spoke to my friend about this already. WTF! (My friend let me know when she actually got the phone call from him. ) I asked him why it has taken so long. Ibrahim said he was busy with other things in the hotel. Shouldn't complaints about accidents take precedence over other matters?! After I spoke to Ibrahim, I spoke to Marriott claims, who then told me that Ibrahim only filed the accident report that day, which was a Wednesday. The accident happened the Sunday before. As of today, I still haven’t heard back from Ibrahim about rectifying the situation. I also complained to Marriott Customer Care about the customer service at the hotel. That took a month of back and forth. In the end, they gave me points—enough for a two-night stay in a Category 4 hotel. Whatever. I just don't want this to happen to anyone else. Marriott Novato, safety comes first. Please take this note of advice. You need to hire folks who care about your guests. Horrible, horrible experience. My poor mom was in the ER until 2:00 am, and she had a flight out at 8:00 am that same morning. Marriott Novato, you may also want to fix the sidewalk in front of your hotel. My mother-in-law tripped and fell on our wedding morning because the sidewalks were uneven. She walked down the aisle with a swollen lip and cuts on her face. Luckily my make-up artist did a beautiful job covering the cuts.