Rated 1 out of 5 by TheTraveler1234 Very old, poor quality
First of all, the staff was great! Everyone of them.
Aside from that, there are really no positives. Next time, I would rather drive further than to stay here. Just to name a few:
1. very very old facility, carpet looks like it's taken from another 20 year old motel
2. AC is extremely loud, probably because it's old. I couldn't sleep so i turned it off, then i was hot, and i still couldn't sleep
3. Internet barely works. In a tech city I would really at least expected the internet to work
Nice view from the club lounge!
December 10, 2014
Rated 1 out of 5 by TerribleStay The worse stay in 25 years
I have waited 2 months for a reply back from management regarding my stay. As predicted, no response back after writing a personal email to the hotel management,
The first issue is in regards to my reservation. Being here for a wedding and knowing that it was during the holiday season, we made our reservations back in August. My requests were very specific and acknowledged during the time of the reservation. In November, we decided to call and reconfirm our reservations. To our surprise our reservations were cancelled. There were no emails, no calls, and no reasons given as to why my reservations were cancelled. Please also note that other wedding guests experienced the same unwanted cancellations. I was appalled as to why a number of guest reservations were cancelled without any reasons, especially when this was for a wedding event. We again called to redo the reservations, wasting another hour of our time. Again, the operator assured us with our needs and accommodations.
At our arrival, at 1:00 am (4:00 am in NY) we were greeted by a dumbfounded gentleman at the front desk. Neither greetings nor “do you need help with your luggage”. When discussing our reservations, to our dismay, he could not find any notes of adjoining rooms. Even more pathetic, there were no sympathetic apologies nor a call to central reservations to untangle what occurred. My first vacation night with my family was 2 separate rooms across the entire length of the floor. I am not sure whether you have ever tried gathering your clothes and essentials across multiple rooms at 2:00 am, but it’s a significant inconvenience. Going into my first room with 9 pieces of luggage (no help of course) and with 2 kids , we reach the first room. Half the lights in the first room didn’t work. The front door to the second room, was wide open, with a broom in the middle of the floor. I had to call to reconfirm that these rooms were ready to be inhabitable. After we got the OK, we unpacked. As I walked across the room, we noted that the rug by the AC unit in the second room was wet, soaking both my socks.
The following morning, I decided to get some breakfast. As club members, I have access to the club quarters. To my dismay, all the food was gone. The basic necessity of eggs, milk, utensils were all used. Granted, it was busy with many guests, but this should be well anticipated based on how many people have access to the club quarters. This happened throughout our entire stay.
After breakfast, the day manager of the hotel help rectified our room situation. The curious part was that we had to wait 5 hours (3 pm) to have the room available. The hotel manager “attempted” to make things right. Since we paid for the first night using our SPG points, he mentioned to us that he called Starwood to reverse the points and make our first night a free stay. Of course, to my dismay when I called Starwood 2 months later, they have no record of such a conversation and there were no credit of my points.
To continue with my stay at your hotel, on the third day of our stay, hoping to come back to a clean room, we noted that besides only having new towels and changing the garbage, nothing else was cleaned. We still had disgusting food/coffee stains on the table.
On our fourth day, coming back to the hotel room, we were appalled that our hotel room door was left ajar. This was icing on the entire stay and my family I decided to leave this hotel. There is absolutely no excuse as to why a guest’s hotel room is left open. During this evening, as this was New Year’s Eve, my family along with the wedding party went to the hotel bar hoping to celebrate the New Year. To our astonishment, we were told that the 3 TV by the bar was broken and can only show ESPN! I do not understand if the TV was broken for days/weeks, why this was not fixed. This is New Year’s Eve and we cannot get a station to show the celebration. Are you guys kidding me!!!.
Don't risk your health or state of mind by even staying at this hotel. As I mentioned, I gave management 2 months to respond back, but at no avail,
February 13, 2013
Rated 5 out of 5 by funjameslee Excellent Buffet Breakfast
The quality and service at the restaurant for breakfast is always attached me returning back to this property many times. I enjoyed the ordered omelette in different cook way, hot waffles and pancake, and buffet style other items, such fresh fruits, country style potatos, beacons and sausages, scramble egg, and etc. There are many items I can pick and choice from. Plus the servers are always provide any needs and wants I want to meet my expectation to really enjoy my breakfast at this hotel.
January 18, 2012
Rated 5 out of 5 by Pete741 great hotel
Great hotel, however the package offered on weekends is not available. very disappointed.
June 5, 2013
Rated 3 out of 5 by peej01 Service and amenities need attention.
Stayed here during a business event. Check-in was efficient, with a friendly helpful staff...a request for a fridge was quickly addressed, which was lovely ..however, the room I stayed in had a HUGE stain in the carpet. Also, I can't believe that a chain of this size cannot or will not have FREE coffee available in the morning...and to charge $3.35 for a CUP of coffee??? The 'lower' chains almost always have coffee available. in the lobby.
August 7, 2012
Rated 5 out of 5 by jim2ana Not super fancy, but, excellent value
This hotel, although not the newest in the Starwood brand is one of my favorites. The people working are always friendly and polite. I like the lounge (club floor) is open 24 hours to allow for email/interent, lobby has computers too. The breakfast buffet was great; and the service in the club lounge has always been stellar. Close to BART and Shopping Mall. The hotel is not super fancy, but, an excellent value.
May 29, 2012
Rated 5 out of 5 by Lanie13 Excellent service and staff!!!
Cory, the young lady at the front desk when we checked in, Lisa from the club lounge, and Nate provided excellent service! Our two rooms had views of the mountains and The Stoneridge Mall. The hotel ambience and staff were great. We enjoyed the breakfast and afternoon foods and beverages in the club lounge very much! We will definitely stay at this hotel the next time we visit San Francisco and San Jose!
July 21, 2013
Rated 5 out of 5 by MichaelSE Good place to stay, great place to meet
I have been doing meetings here for 6 years and the staff is always excellent. They fall all over themselves to make sure I have what I need, but are not intrusive or pesky about it. For my last 2 meetings I asked the attendees to leave comments and this is what they had to say
- The food was very flavorful and the facilities were comfortable. Hotel Employees were very helpful.
- Easy to access location. Food and staff were excellent.
- Hotel facilities and staff were outstanding.
The new guy running the meeting services is right on top of everything and the entire staff is superb. I will definitely be back.
June 1, 2012