Rosewood Sand Hill

Terrible customer satisfaction for a luxury service. We booked a couples massage a month ahead of time online and I mis-wrote the appointment in my calendar. I received a confirmation the day of scheduling, but never received a call, email, or text with reminder(s) of the appointment as the date drew closer (like most other businesses). We completely missed the appointment and only received a text 10 minutes after the appointment began and an automated "thank you for coming" email afterwards. After calling the spa to explain the situation, they said they had charged the full amount and could not refund any of it. They would only give me a discount for another treatment but after this, I would not want to give them any more money ever. They implied that I did not understand how to read email and probably had missed it in spam or something... I am a techie and that did not happen... in any case, if you are looking for the lux experience, you will not find it at Asaya.

Outside of the valet staff at the front door my entire experience was forgettable. The food my wife ordered through room service arrived with nats, one of the outlets at the bedside didn’t work so my son’s iPad died, the shower temperature water was cold, there was a strange clicking sound that persisted off and on at night, and they attempted to run charges on a card I did not want them to. My wife and I handed the front desk a card to use for all charges during check-in, somehow they claimed to not have that card on file and attempted to charge the card I used for booking the reservation. When I had 5 pending charges show up on my bank statement I was so confused. I then received a text message at 11:30 PM for a credit card authorization form I was confused about. They obviously wanted to be paid ASAP but nothing about my experience gave me the confidence that the pending charges that appeared on my bank statement would turn out to be actual deductions. I was inconvenienced during my stay and I was inconvenienced after my stay at this so called 5 star hotel. Aside from the removal of the room service for food, I wasn’t given an apology or a discount on my stay for how badly they failed on every aspect of hospitality. Instead I was repeatedly told they would look forward to seeing me again at my next visit. Just stay at the 4 seasons.

This property epitomizes understated luxury in all the right ways. Impeccable service, plush furnishings, a serene, one-of-a-kind setting all amongst the backdrop of a timeless quaint sophistication -- the words fall short -- simply stay here and be happy. A bay area gem, you will rave about it to your friends as you daydream of your next visit. My wife said, in her words, "I will stay here ANY time you want...ANY TIME...."

We spent another wonderful weekend at this gorgeous property. When we told the front desk that our 2 year old grandson would be visiting during the mornings, Alondra R (guest services) went above and beyond- letting us borrow a Rosewood tricycle, bubble gun, and other toys to make his visit special. She was so personable. The pool staff were also amazing- helpful in every way to accommodate our family. We have stayed here many times and have wonderful memories- from being greeted by name during every visit by Joe in the front to great dining at Madera (Kevin has always been our wonderful server). Misa at the coffee bar makes excellent specialty coffee drinks. The staff at the front desk are top notch. The hotel rooms are large and comfortable and the pool and gym are great. I hope we can return soon.

Rooms subpar. Food mediocre. Service doesn't know if the left hand is talking to the right hand. We love dogs and have a few, but we don't bring them and other guests who bring their dogs are left in the rooms barking so good luck getting any sleep. Hotel doesn't address the issue or follow through on their comping another stay. It's like having airline miles that won't let you use them due to their policies and when you are actually traveling to use them, so a bait and switch. Worse experience! So many other wonderful hotels to stay at in the area! Wouldn't stay here, again, if you paid me.