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 4 out of 5 by JoshSJ downtown San Jose
We stayed at the Four Points in downtown San Jose for my wife's birthday. We were pleasantly surprised to find a nice card and a little birthday cake waiting for us in our room. That made my wife's day. We thanked the staff and enjoyed the dessert. I would stay here again, close to all of the downtown San Jose activities.
December 1, 2013
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
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 4 out of 5 by havebusinesswilltravel Good for a business trip
I stayed in this hotel for the first time recently. The property is very nice on the inside, staff is friendly, room was clean, and cant beat free internet. The parking is a little wonky but thats more because of downtown san jose streets. The fire alarm went off at around 4am for no apparent reason, that was terrible, but probably not the hotels fault. I will say that the resturant is amazing, a free beer with a nights stay and for being an Asian-Fusion type place the burger was pretty outstanding. Good stay all in all.
February 20, 2012
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 4 out of 5 by P777 Nice property, needs a little TLC
The property is nice.
I appears clean and welcoming from the outside. The lobby is also clean and well kept up in appearance.
The room where I am staying the furnishings are nice. Some of the furnishing appear to be brand new.
Four separate rooms and a patio / balcony
Over looking the parking lot and outwards towards the hills.
Two large flat screen TV's
I did not watch any television.
Small kitchenette, microwave, coffee maker, sink and mini fridge.
Bedroom with large with desk, sitting chair, bed, night stands, storage for clothes, hanging closet in the sink / mirror area.
Open living area with kitchenette, toilet and tub/shower are separate from the sink and mirror area.
However a few of the furnishings appear to be treated with disregard by prior guests.
Scratches, water rings, wood grain finishes flaking off or peeling off.
The bed is large.
However the fabric sheets are a bit rough.
Thread count on the sheets are not very high. However it is still nice.
The paint and wall paper in the room need some attention.
The doors and door frames have chipped paint.
There are holes in the walls that were repaired but not finished off completely.
It appears a TV was hung on the wall, moved and the holes were repaired with a dark yellow spackle.
The hotel is located near the freeway and it is easy to access if you have a rental car.
There is a grocery store and other retail and dining just over the freeway. Makes it easy for getting basic items you may need during your stay.
The noise level is something that one will have to contend with at any hotel. Other guests are sometimes not aware that they are very loud.
However the noise from people walking on the floor above me sounded like a heard of elephants. I have a room on the second floor and the when guests are walking above it sounds like they are stomping on the floor.
It is a nice place, I would not hesitate to return but there are a few elements that I would like to see upgraded to meet with the Starwood branding and quality.
For the price I paid for the room the overall size of the room was a great value. However it was just shy of hitting the mark when it comes to meeting the Starwood brand and quality.
I would encourage others to stay here.
September 25, 2013
Rated 3 out of 5 by Defender12 General Manager Does Not Value SPG loyalty
I stayed at this hotel and was upgraded. I came back because I was treated so well. Instead of treating me as well, they insisted on a $30 upgrade fee. Mind you, at this point, I was one stay away from platinum. Didnt matter WHO I spoke to - they insisted, this time, on the $30 upgrade fee. I was insulted. I felt my loyalty was not valued. I paid it, got the SAME room as last time when I didnt pay, and felt insulted. It is not about the money it is about the failure of the general manager, for no valid reason, to fail to validate my loyalty.
January 2, 2012