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This profile includes reviews for Point Ruston Silver Cloud Hotel LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Point Ruston Silver Cloud Hotel LLC

  5125 Grand Loop Ruston, WA 98407

• 

  Point Ruston Silver Cloud Hotel LLC

  103 118th Ave SE Ste 300 Bellevue, WA 98005

Review Details

• Review fromRobert N

  Date: 05/15/2025

  1 star
  On April 11th I went to *************, an establishment located at the Silver Cloud Hotel. I used the valet at the Silver Cloud Hotel and had an extremely disappointing and frustrating experience. I brought my McLaren GT (a $260,000 vehicle) and entrusted it to their valet service. That night, their ****** **** dropped and visibly damaged my key fob right in front of me and admitted to doing so on the spot.I reported the issue immediately and was told to contact *** Straight, the general manager. Despite the clear evidence, admission, verbal and written acknowledgment, *** made me jump through unnecessary hoops, placing the burden on me and demanding proof of purchase for my fob that they damaged! What really frustrated me was the fact it was a key fob where most individuals would not have a receipt for, but nonetheless, I provided everything they asked for and for over a month I was strung along.I provided bank statements showing the purchase and even eventually got an invoice which I emailed to ***. Each time she acknowledge, apologize and assured that everything would be taken care of. However, this morning I received an email this morning saying they conducted a "thorough investigation" and found no validity to my claim completely reversing what was already admitted.This is completely unacceptable, especially for a hotel that presents itself as upscale. If you're bringing a high-end vehicle or simply expecting accountability and integrity from hotel staff, look elsewhere. Silver Cloud Hotel failed in customer service, responsibility, and basic ****************** top it off, I was told to file a claim through my insurance after a month of back-and-forth and *** assuring me everything would be handled. I plan to pursue this further as I wonder how they treat individuals who are less fortunate that dine and stay at their establishment. Stringing them along, lying and hoping they will just disappear is so disappointing.

• Review fromEddie V

  Date: 07/25/2023

  1 star

  Eddie V

  Date: 07/25/2023

  Our room was infested with fruit flies on both the queen **** and the windows. After notifying the assistant manager, *****, we were moved to Room ********************************************************************** the new room. The presence of insects made our stay extremely uncomfortable, affecting our overall enjoyment of the hotel's beautiful location and fantastic restaurant.However, the distressing room conditions were not the only issue we faced. On the day of our scheduled departure, the director of the front desk, ******************, accused us of vandalizing the room, claiming a broken sofa and marker stains. We refuted these allegations, as the sofa was intact when we arrived, and the marker stains were caused by my autistic nephew and could be easily removed. Despite our explanations, we were given only ten minutes to pack and leave the property.The abrupt eviction left us in a state of panic, as we had nowhere else to go, and we were deeply hurt by the treatment received from **** and the head of security, *****. Moreover, we observed discrimination based on the color of our skin when my sister was denied entry with her hypoallergenic 7-pound puppy, while lighter-skinned guests were allowed to bring their pets.This entire experience has been emotionally taxing, and our two young children were left traumatized. Our son, who already struggles with communication due to autism, became even more introverted and anxious after this ordeal. Our two-year-old daughter is now afraid of hotels, making it difficult for us to explain our current situation to her.We are sharing this review in hopes of seeking an apology from the hotel management for the way we were treated. We believe that proper compensation is warranted for the emotional distress and trauma we have endured. We request accountability and action from Silver Cloud Hotel Tacoma, so no other family will have to go through the distress and discrimination we experienced during our stay.

  Point Ruston Silver Cloud Hotel LLC

  Date: 08/08/2023

  Dear ******************,
  
  On behalf of all of us at Silver Cloud Hotel Tacoma at Point Ruston, thank you for taking the time to bring some concerns to our attention regarding your experience with us most recently. We value the opportunity to receive feedback from our guests; however, we must address that some of the details mentioned in this review are inaccurate or misleading, and they do not adequately represent the events that occurred. Nevertheless, we apologize for any inconvenience you may have experienced.
  We regret that this left a sentiment contrary to how our staff genuinely strive to act on a daily basis, and are further sorry that we could not remain the hotel of choice for your stay.
  
  Thank you again for your feedback, I hope you trust that we always aim to provide the best service to all guests at the hotel.
  
  With kind regards,
  
  The Silver Cloud Hotel Point Ruston management

• Review fromSarah C

  Date: 07/21/2023

  2 stars

  Sarah C

  Date: 07/21/2023

  The hotel is fantastic. And, ***** at the front desk could not be more accommodating, professional and kind. However, ******* at the front desk is very rude. I am staying at the hotel. We have been there for 3 days. I accidentally left my purse (with my wallet in it) hanging under the bar this morning and realized it only when our family got an hour away in *******. I called the front desk and got *******. She accidentally transferred me to the Valet. He was very nice and asked the bar about it, came back on the line and told me I had to call the front desk back to get transferred to the restaurant. I did. I got ******* again and while I was in mid sentence telling her she accidentally transferred me to Valet, she put me on hold. The restaurant did not pick up. So I tried calling back several times and ******* must have seen my phone number and never picked up again. My husband called and he got through to *******. He had her on speaker in our car. I got on and bluntly told her that I found her to be very rude to me. Instead of apologizing, she said, excuse me in a very rude tone and then proceeded to ask MY HUSBAND to describe the purse. ******* made this stressful experience of trying to get help with locating my purse extremely stressful not only for me, but also for our family. I tried calling back to speak to a manager, but again, the front desk (likely still *******) did not pick up my call. I can not believe that such an amazing hotel would find this behavior and treatment of a guest by one of their front desk staff to be at all acceptable. I feel the hotel owes me and my family an apology.

  Point Ruston Silver Cloud Hotel LLC

  Date: 07/28/2023

  Good morning ******************, 

  
  

  We are sorry to read about your dissatisfactory experience when retrieving your purse after you had departed the hotel, and hope you will trust that we would always follow specific steps in identifying and releasing any loss and found, especially a personal item with bespoke belongings such as a purse ; this is done in the best interest of our guests. Unfortunately this resulted in a bit of back and forth once you had left the hotel, and indeed required a verbal description of your purse so that we could validate the need to turn around to come back to the hotel to collect your purse. 

  
  

   

  
  

  Please accept our apologies as it was not our intentions to create more frustrations, and we hope that this would not detract you from giving us another opportunity in the future.

  
  

   

  
  

  Warm regards, The Silver Cloud Point Ruston management team.