Rated 1 out of 5 by Jackie27781 Even though I pre-paid, they overbooked and would not honor my reservation,
I called around in the San Jose area looking for a room with two beds. I was travelling with my disabled, senior citizen father, to and from a memorial for the death of his wife. When I called (a week or so before I travelled), I let them know the situation, and was told that I could pre-pay to reserve a room with two beds. I did so. I was to check in the night of the 3rd. On the afternoon of the 3rd (I think around 2pm), I get a call from a blocked number. I was driving, but I pulled over to listen to the message, I see it was from the hotel, and call back right away, and there is a busy signal. I get an email saying that they don't have a room with two beds and are going to put me in a room with a "pull out sofa bed". I tried calling three times, and then called the central booking main Sheraton number, and spoke with an agent. In her words, "I have tried five of the contact numbers we have for them and can't get through"- also she told me that they'd be required to give me the room I had reserved, or the equivalent. Also, she said that she sent them a message to contact me.
I kept calling once or twice as I was driving to the hotel, no response. When there, I was told that I couldn't get my room that I paid for. Either I would have to pay more money for a second single, they'd put me in a room with a pull out sofa bed, or, for more money, they would put me in another room in a different Sheraton in San Jose.
I ended up taking the room that they had for us, with the assurance that they'd be giving me bedding for the extra bed. They assured me that they would. When I got to the room and saw that the extra bed was a convertible couch-bed, that was fine, except there was just a sheet and a thin blanket. I called for a set of bedding and was told that they couldn't do that, but they might look. It was quite ridiculous to hear such a clear lie that they didn't have extra bedding in such a large, relatively nice hotel. Some time later, they ended up bringing bedding by.
That was my experience. It wasn't awful, it's a nice hotel. They overbooked, and if I was the owner, I would have put us in two single rooms for no extra charge since it was clearly the hotel's fault for overbooking.
July 10, 2012
Rated 5 out of 5 by DWGregory A great stay
Front desk staff was very friendly and welcoming.Bartenders were awesome. Bed was perfect for my needs and the room was quiet, clean and inviting. All in all a great experience.
November 15, 2014
Rated 5 out of 5 by KKBB Fantastic Stay
Every time I come to San Jose I stay here. It has a great boutique feel to it and the rooms are spacious. I was upgraded to a suite on my last stay and it was absolutely beautiful.
December 1, 2014
Rated 5 out of 5 by CrazyKTJ Great Customer Service
The staff was extremely helpful, nice and wanted to go the extra step to ensure that all guests had a great experience. Best front desk experience I think I have ever had!
August 15, 2014
Rated 5 out of 5 Favorite Four Points
Of all the Four Points I've stayed at, this is my favorite. It is mostly the staff (Jesus and Huey at the front desk in particular!) who make this place such a wonderful place to stay when I'm on the road.
I hope that the management recognizes and appreciates the stellar staff members who are consistently making this the place I always return to when I'm in town.
July 22, 2014
Rated 5 out of 5 by slimohy Excellent property among many Starwood choices
This hotel does a great job of having clean, nice furnishings in a historic building. Everything feels nicely updated and a boutique feel different from many North American Four Points hotels.
The service on my two stays here was responsive. The GM was very prompt on following up regarding a question I had on my previous stay.
There is on-site self parking, not free, but comparable to other hotels in downtown San Jose.
Overall a very reasonable choice in the area.
September 15, 2013
Rated 2 out of 5 by kmruhl Poor Customer Service
Had two issues during my stay that led me to provide negative feeedback. When I talked with the manager about these issues, the GM was unwilling to adjust my rate and or issue an appropriate level of starwood points to compensate for the experience.
1. Shower was not cleaned well.
2. Resturaunt servers argued with me over a platinum hotel coupon and would not accept. No mgr on duty to solve the problem.
The hotel is a very nice facility with stafing that could be improved.
October 17, 2012
Rated 1 out of 5 by downtowndiner Overcharged me and refused to correct it
On checkout I noticed an overcharge on the folio. Front desk said no problem and said they fixed it. Later I saw the overcharge on my AmEx card. I phoned the hotel a total of four times over the span of two weeks, and left two messages for hotel manager. I was promised a call from hotel manager. Never happened. Overcharge amount was never corrected. I had to file a disputed charge through AmEx to get it done.
Also, the bedroom door on the Exec Suite was broken and wouldn't close all the way. This is the whole point of having a suite, so rooms can be separated.
It's a nice historic building that was decently renovated from the old Montgomery Hotel. But this staff is dull and unresponsive. New management, please!
September 19, 2012