Rated 2 out of 5 by sdman36 I did not expect this poor SPG Recognition
When you walk in the lobby, there is a big sign about the "new better" SPG program. I have stayed here once before the difference between the two stays was Night & Day.
This is the first Starwood hotel, that when I checked in, did not mention or seem to reconize your SPG status. They did not mention if they had any SPG floors, a club lounge, your welcome gift or choice, just handed the keys to me, and only when I asked if i have access to club lounge, I was told yes, and they will send somehting to the room.
Saturday night I was in a Starwood property in Los Angeles, I felt like a king, so I guess it all depends on the mangement of the hotel. I think I may rethink my hotel next time in San Jose
April 23, 2012
Rated 1 out of 5 by Magicalfox Poor Service with limited staff
I am a global business traveler and my comments are based on comparison to many SPG in different countries.
-poor service level especially in the evening-when I check in there is no door man nor concierge and no one to help
- room is old without much facilities
- Restaurant manager is rude, and argue with customer on Platinum member coupon
- It's quoted that this is a franchised sheraton and "therefore does not serve as a usual Sheraton"
September 7, 2013
Rated 1 out of 5 by Tony3429 Not a good experience especially when someone ruined your breakfast!
I'm a platinum member with two other major hotel groups. This year I have just started to stay at SPG properties and made platinum in 2 months because I regularly stay at hotels globally 200+ nights yearly. If anything, I know hotels well. This leisure trip my wife and I booked at our own expense, we decided to stay one week at San Jose Sheraton in Milpitas, California. We now regret this decision. We are disappointed for the following reasons:
1. Lounge is small and breakfast every morning is the same oatmeal, boiled eggs, croissants, etc.
2. Slippers are $8 if you ask for them. This is a first for me anywhere I’ve stayed.
3. Prior to the long Labor Day weekend, they decided to shut down lounge breakfast service and gave us vouchers to the Bistro to have breakfast there. The first morning at the Bistro, we had full breakfast and it was all good. The second morning, restaurant manager Qasim came over to our table at the tail end of our breakfast and told us we'd have to pay 8 dollars each for eggs we had because our vouchers were only good for continental breakfast. We were first of all appalled by Qasim's condescending attitude and rudeness. We then realized it did not make any logical sense. First of all, no one told us about this "rule" when we were given the vouchers; second, in the lounge when we had had breakfast a few mornings earlier, we had continental breakfast which included boiled eggs; third, the previous morning, we handed our voucher to the server at the Bistro and had full breakfast with eggs without any issue.
4. Hotel manager on duty by the name of Luke came over and talked to me and my wife extensively and understood the situation. Luke was nice and apologized repeatedly for what transpired and gave us 1,000 SPG points as a nice gesture, but after conferring with his boss, Luke called to say "rules" are "rules", and we could only have "continental breakfast" the next morning without any eggs. We just felt it is extremely not wise on the hotel's management to allow this to happen. Perhaps here in Silicon Valley everything is more expensive and that every penny counts. Perhaps here in Silicon Valley, it is a bustling environment and hotel management is not worried about repeat business or business in general at all. But that is still no excuse for this type of treatment to any customer, let alone a supposedly “valued” customer like a platinum member.
I will never stay at this hotel ever again. In fact, I likely will go back to the two other hotel groups going forward with both my leisure and business stays. SPG can kiss my 200+ nights a year business good bye. At other hotel groups, nothing remotely close to this ever happened.
A bit of advice to SPG: I believe you should standardize your service across the globe and not let certain hotels and their management ruin your image and reputation. Company cultures begin at the top. I believe rude attitude and condescending manners Qasim displayed might have reflected culture here at San Jose Sheraton. Whoever high up at SPG, you should definitely take notice!
Last but not least, and to be fair, when we first booked, the rate was at $239 a night, after I checked in, I discovered on SPG web site that rates have come down to $159 a night. I called hotel GM and he was nice enough to have latter portion of our stay re-rated. This I appreciate especially when we travel on leisure out of our own pocket.
September 2, 2013
Rated 5 out of 5 by JKuser Excellent Customer service....
I have stayed here maybe 3-4 times last year. I can not say enough of how much I appreciate the customer service here, from Angel to Hannah to Ryan and everyone else! Thanks You, every time I stay here Im extremely happy with the service. I am plat and I do get recognized for it, but I do have some small issues. Why is the breakfast in the lounge so bad? What happened to snacks? Please just issue breakfast passes to the restaurant and trail mix or rice crackers for snacks. My room was fully functional except my tv had issues and all the lamps were unplugged.
November 25, 2013
Rated 3 out of 5 by BusinessTraveler Disappointing Stay
I am a frequent traveler and resident of the Milpitas Sheraton. I know the hotel can book-up, so I will frequently make my reservation early. In mots recent trip, I booked 2-3 weeks ahead.
I am a a recurring Gold status member, and as such expect a certain level of accomodations. I was disappointed when I was given my room, and not on SPG floor, not the room configuration requested, and frankly not a very good room overall. The back piece of porcelain on the toilet msut have broken, and was replaced with a piece of plastic. It looked like something from a one star hotel. disappointing for Sheraton.
I was most disappointed when I checked out, and was asked about my experience. I told them was just an "ok" stay. the front desk staff immediately knew why I made the comment, as he went to 'explain" why they couldn't accommodate me. while he tried to explain, came across as defensive and making excuses.
June 28, 2013
Rated 3 out of 5 by SD5027 Front desk needs to be more thorough when checking in guests
I stayed in this hotel for two nights. While the front desk was friendly, I found the thoroughness of our check-in to be some lacking. We were not greeted at SPG members and provided with info regarding wifi and directions to our room. In addition, the room was not prepared with the bed linens needed as stated in our SPG profile. (Down allergy) The front desk was also very slow to respond when we called down to ask for help with these things. In general, the rooms are very nice and the staff very courteous, but I was disappointed that we had to ask for things that we have always come to expect as the norm for an SPG property.
July 25, 2012
Rated 3 out of 5 by JoeVodkaSauce Nice facility, Poor SPG treatment
It seems that the treatment of SPG members is hit or miss lately at a lot of Starwood Hotels. I travel a lot (15-20 nights per month) and recently "re-joined" the SPG program. I was a Platinum for 2 years before I stopped traveling and now am back at the Gold level. It seems everywhere I go there are so many Platinum members that there is noway a Gold member can get any special benefit and several hotels own staff have already made comments to the same. This one in particular denied me a bottle of water in my room. When I called the front desk one evening asking for my complimentary bottle of water I was told, "thats for the first night only." When I further pursued the "water" by stating I was a Gold member I was told by a gentleman (who's name I won't post here) at the desk that evening that They get over 140 Platinum members every Monday and he couldn't help me. That was the first time & last time I will stay at this location. Oh and did I mention the internet didn't work for three days of the 4 I was staying here? At a Hotel located near the heart of Silicon Valley? When we inquired why it wasn't working we were told to walk across the street to another hotel and use their free internet in their lobby.
June 2, 2013
Rated 2 out of 5 by Steelers123 Needs improvement
No acknowledgement of platinum.
No water of coffee replenished in room one day.
February 2, 2013