Extended Stay America Suites San Ramon Bishop Ranch East

I used to think San Ramon was safe and welcoming. This stay has made me feel that quiet prejudice can show up in any “nice” area. Mary Hawkyard, Extended Stay America, and San Ramon have made it seem clear that families like mine, especially those with children with special needs, aren’t welcome. The first problem was Mary telling us to “keep our shoes in the room.” We only leave them outside briefly when taking them off because we don’t wear shoes inside, and we never leave them out. She also stopped me to say I was the only person registered and that everyone had to be listed. That’s untrue. My husband showed ID and registered on move-in day. Our children are minors and don’t need to be individually listed. I felt singled out and questioned as if we didn’t belong, or were sneaking in extra guests, because we’re Black. Later, staff banged on our door late in the morning and woke the whole family because they assumed an illegally parked car was ours. We were asleep because I work overnight shifts. They said it was a Honda, but we drive a Kia Sorento and a Nissan Altima. Both were legally parked in handicapped spaces with placards displayed. They must have seen a Black person get out of the Honda and lumped us together. The last straw was Mary coming to our room and demanding that we move because she personally didn’t want to hear my toddlers running around above the lobby. Our room isn’t above another guest room, only the lobby. I calmly said moving us above another guest didn’t make sense, but she kept interrupting and talking over me. She briefly apologized when I called it out, then continued. One of my children is autistic, nonverbal and nonviolent, and often stims quietly to self-soothe and express herself. She isn’t loud or disruptive, but this hotel clearly doesn’t seem special-needs friendly. They seem to respect dogs more than a child with autism, which has been incredibly hurtful to see as a mother. A couple of times my kids have fallen off the bed or chair, but those occasions were spaced out. The room Mary wanted us to move to was very far from the elevator, difficult to reach with an autistic child who struggles with long walks and changes in surroundings, especially at night. It showed no empathy or understanding of our family. The guests right above us are extremely loud, yet we’ve never complained. We chose a room above the lobby so we wouldn’t disturb other guests, but we’re labeled noisy and problematic while others get a pass. I wonder why. Mary told me to contact guest relations to escalate things to a district manager. She knew that would take time, and entered false notes in our account about “several complaints” and “several attempts” to accommodate us. It was her way of covering herself before I called. She refused to give me the district manager’s name, Dustin Martin, until I asked whether withholding it was illegal. I eventually spoke with a guest relations supervisor, Scarlett, who was no help. She said the hotel had “tried to accommodate” us, there were “noise complaints,” and I was at fault and had to leave if the manager decided so. Across from us there’s a WHITE family with two small kids, a huge dog, and a large metal cage that rattles constantly. They’ve never been asked to move. They get understanding and leniency while we get warnings, lies, and eviction threats.

Whenever I’m in the area, I choose to stay here, and the whole team always makes me feel at home. The front desk staff, including Allison, Shelly, Mary, Ken, and Kurt, have all been welcoming, friendly, helpful, and kind. There are a few names I don’t know, but the maintenance and housekeeping teams are just as appreciated. I look forward to seeing everyone, and this hotel stands out among the several I’ve stayed in. Please let them all know how valued they are. I’d give it 10 stars if I could!

The in-house laundry has been a welcome extra, and breakfast is reliably ready on schedule. I spent the second half of 2025 living here long term, using the property as both home and a weekday work-from-home space. The accommodations suited me well, the staff were gracious, and I could relax and get work done with just the right level of services.

I’m in a transition in my life and really needed a peaceful place to stay. The team has been tremendous. Mary, the manager, and Michelle have both been helpful, professional, and quick to respond to the very few, minor concerns I’ve had. Nelson from maintenance has been kind and responsive too. I appreciate this team, thank you for hiring them. Please do what you can to keep them!