Rosewood Sand Hill

My company has held several events in Madera’s private dining rooms, and it’s always been a great experience. The rooms are beautiful and quiet, which works well for business discussions, and both the food and service are beyond reproach. Dawn is wonderful and responsive. They’re often sold out, which is my only complaint. I’d highly recommend them.

I’ve worked in the area for over 15 years and have attended many professional events at the Rosewood, as well as hosted a couple there. The location is fantastic, the food is great, and the service is impeccable. Thanks to everyone! I can’t comment on the rooms since I’ve never stayed at the Rosewood, which is why I left that part blank.

I’ve stayed at the Rosewood several times and eaten there more than 20 times. Google reviews are consistently higher than Yelp’s, and I’m not sure why. This recent visit was disappointing. Housekeeping and in-room dining deserve five stars, the front desk three, the food three, and the location four. For a costly hotel, I expect outstanding staff and information systems. I paid almost $3000 for one night to get away, but the welcome fell short. The front desk seemed reluctant to check me in. After taking my details, the receptionist made me remind him that I’d paid extra for a late checkout. He seemed to doubt me, checked the computer, then confirmed checkout at 2pm. He did tell me that the room included an $80 food credit that could be used for breakfast, by room service or in the restaurant. No one offered to help with my bags or show me to the room. The receptionist barely took the time to hand over the keys, just pointed me in the right direction. At a resort of this price, I’m used to being asked about my bags and having someone guide me toward the room, especially at a sizable property. The room itself was very clean, with a large bathroom, a half bath, a fireplace, and a patio facing the pool. I wasn’t going to sit out there and relax. There was a bottle of wine, hand-picked oranges, and a handwritten note on the table, which was a nice touch. I couldn’t bring up my bill on the TV, so their IT department needs to fix that. Housekeeping kept everything incredibly clean and pristine. I ordered room service twice, and it was excellent: on time, very polite, and attentive about setting things up and clearing them after the meal. The food was just okay. I’ve eaten at the Rosewood many times and find it hit or miss. The public patio is the best part of the dining atmosphere, but I’d skip the desserts and pastries. I had to ask three times for my bill. Each time, they said it would arrive within an hour, but it never came, and I checked my spam folder. They also forgot to apply the $80 breakfast credit. It may seem silly to ask about it when the room cost almost $3000, but they should have remembered and apologized. I used to joke that I wanted to live at the Ritz Carlton in HMB because every staff member would say, “it would be my pleasure,” and seemed to mean it. The front desk experience spoiled what had been a nice weekend away. I hope this was a one-time problem and that the several front desk staff I encountered were new and still training. I also hope the Rosewood fixes the billing IT issues and makes sure late checkout add-ons are visible at check-in, so guests don’t have to remind staff what they paid for.

At the Rosewood Sand Hill Rd bar on Thursday from 6-7pm, the staff were attentive and polite. There were lots of families with kids and strollers. Two interesting promotional events were going on, one for Bentley cars and another for a ballet company. The tuna tartare and fried chicken were warm and tasty, the chairs were comfortable, and the music was at a perfect level, around 85 dB.