Claremont Resort & Club

What a complete nightmare. This hotel transitioned from a Fairmont hotel to privately owned 3 days before we arrived and the whole experience was like clown town. This was my 3rd time staying there but it will be my last. I received over 25 emails from them in the weeks leading up to our arrival, most with the same information and also erroneous text. When we arrived, there was no porter/bell hop on duty to help us with our bags. There was a valet but he never got up or out of his "key hut" to offer to help or park the car. Check in went fine but they had no record of the room rate or the package that we booked and I had to provide the desk person with the email. He then took my phone in the back to show someone and confirmed that they would update their records/system/back end. Elevators are very dirty with debris in the corners. Rooms are fine but dated and there were no robes or slippers. Awnings etc had "Fairmont" crossed out and pasted over. Total low-brow hack job. Water fountains for filling personal water bottles are moldy and gross. I tried calling the desk and concierge after check in to book a class a the gym the next AM and no one was reachable- no one answered the phone. It was 11pm. I noticed a $1450 hold on my card the next AM and went to the desk to try to understand what it was since it had no relation to the room rate and I have never been to a 4 start resort that charges the room upon check in. She told me it was a mistake (since it had no relation to the rate) but that they had the rate and package wrong. She assured me they had corrected it again but could not reverse the hold. We were gone for over 5 hours the next day but when we returned the room it was just being made up and the maid told us we would have to wait 15 min to enter the room. The next day, the maid knocked at 8am and tried to clean the room. Bad service- a good hotel has some idea of how to service rooms at appropriate times. We had 15 friends meeting us that night at the lobby bar. Terribly service, grouchy servers who acted so put out to get you a drink. Extremely small and overpriced appetizers- especially the charcuterie which was like 5 pieces of the fattiest salami I have ever experienced. The also could not accommodate gluten free adjustments. Bars and restaurants stopped serving food at 10pm so we had to get room service. 2 salads, chicken fingers and a cookie - $160 with almost $30 in excess charges. It did come quickly though. The next morning, I noticed an additional $3000 hold on my card (now almost $4,500 being held on my card). Went back to the desk and basically had to go through the whole thing again- now my 3rd time at the desk explaining the package/rate and having them correct everything. When I asked where these amounts that they were holding on my card were coming from- they had no reply and could not explain. Took almost 45 minutes for them to correct and print out correct folios. Still could not explain the amounts or reasons for the holds. Desk clerk was snarky and snappy and continually acted as if I didn't understand what a card hold was and that it would fall off. Supervisor was nice but they were both completely incompetent. Luckily this was a platinum card bc if not- a $4500 hold could have seriously impeded someone's ability to finish their vacation. Again, they could not remove them. It is now Tuesday, 3 days after checking out and the correct charges have been charged but the holds are still there and have not fallen off. When I try to call the hotel to speak with someone in billing, of course no one answers. This is a shame bc it is a beautiful hotel but I will absolutely never go back. Nightmare, incompetent, dirty and stealing from me. $4500 hold- insane

Lovely, high-end hotel nestled into the Oakland Hills. The gym and pools are excellent, as is the onsite restaurant. Views are amazing. They even offer guided hikes (I didn't go because it was pouring rain!). When booked through AmEx, perks include free breakfast and hotel credit.

The ceiling literally caved in and they offered us a $100 credit at the bar. After complaining, and going back and forth with management, they took one night off of our 2 night stay, and still expected us to pay for the other nibh. I was not happy about the resolution, and they did not seem very concerned. I am very disappointed and flabbergasted ar what happened.

Was very disappointed during our 3 nite stay. Room had a bad smell; should have asked for a different room but we were rushing out to meet other family members. Coffee station in lobby was open in the AM for very short time and there was no decaf offered, the creamer was empty at 6:45am and there was no coffee left when I went back for another cup 20 minutes later! Stopped in the smaller bar for wine and they did not have red wine of any kind! The best thing about staying there was they have the fastest elevators I have ever used anywhere!!!

What a lovely hidden gem in the Bay Area! Came to town for a concert, and walking into the lobby felt like we were on a luxurious vacation. Our room did not disappoint: an incredible view, plenty of space, and the most comfortable bed ever. Staff were helpful and friendly, and location is absolutely perfect. Can't wait to return!