Aloft by Marriott Santa Clara
🏨 Hotels & Travel · San Jose
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Room cleanliness, noise issues, and poor quality breakfast options.
Business reply on Google
Mike, thank you for taking the time to share such a detailed account of your visit. We are sorry your experience with your room, the noise, and the breakfast offerings left you disappointed. The musty smell you encountered and the window condition in your room are being shared with our housekeeping and engineering teams, and we will review what corrective steps can be taken. It is clear the location and amenities did not meet your expectations, and we regret that your stay felt unpleasant. We truly value your feedback, which helps us direct attention to areas where improvement is needed. Thank you again for letting us know about your experience.
Excessive noise from the hotel lounge prevents guests from sleeping.
Business reply on Google
Thank you for sharing your experience, bee. We are truly sorry that noise from the lounge disrupted your rest and that your interaction with our team members did not feel supportive. Creating a comfortable and peaceful atmosphere in your guest room is important to us, and it is disappointing to hear that your stay was not restful. Your comments have been shared with our Guest Relations team, as well as our management team, for further attention. We appreciate you letting us know and hope for the opportunity to provide a better experience in the future.
hotel refused to cancel reservation after customer became ill
Business reply on Google
Pauline, we are truly sorry your experience with our team left you feeling this way. It is disappointing to hear that your cancellation request could not be accommodated, especially under those circumstances. Our Guest Relations team will reflect on your feedback as we work to support a more understanding process. Thank you for sharing your experience.
Vehicle broken into in parking lot with no security cameras
Business reply on Google
Matthew, thank you for sharing your experience. We’re sorry your visit did not meet expectations and understand how upsetting this situation must have been. Your feedback has been shared with our team, and we appreciate you bringing this to our attention so we can work to improve for future guests.
Excessive noise from thin walls and live music disrupts guests.
Hotel denied confirmed room reservation upon arrival without offering alternative…
Business reply on Google
Lorenzo, thank you for sharing your experience with us. We're sorry your visit was so disappointing and that you felt let down upon your arrival. Your feedback is important, and we’ll share your comments with our team to help prevent situations like this in the future. We appreciate you bringing this to our attention.
Room environment issues include bright lights, loud AC, and train noise.
Hotel provided occupied room, lacked shower curtain, and had dirty linens.
Business reply on Google
Rik, the concerns brought up regarding the room assignment and accommodations are taken seriously. The team works to provide each guest with a comfortable visit and appreciates feedback highlighting where improvements can be made. Your insights are valued and will be considered for future enhancements.
Hotel lacks free parking, smart TVs, and quality breakfast options.
Business reply on Google
Abhishake, the team appreciates your feedback and takes your comments under serious consideration. It's clear that certain aspects of your stay didn't align with your expectations. Parking fees, room amenities, and breakfast options can vary between locations. The team is always seeking feedback to enhance guest experiences and would be glad to assist with any needs during the remainder of your stay.
Loud music from the bar prevents hotel guests from sleeping.
Business reply on Google
Ben, thank you for sharing your experience. The team values all feedback and is deeply committed to creating a restful environment for everyone. Your comments are important, and they help us evaluate how we can continue to enhance our guests' experience.
Hotel failed to honor a confirmed reservation upon guest arrival.
Business reply on Google
Gunar, it is concerning to hear about your experience with the reservation process. Your feedback is important, and it will be looked into further.
Hotel refused to provide a refund for a cancelled trip.
Business reply on Google
Stephanie, Thank you for reaching out. We regret to inform you that your reservation was made through a third-party provider, Expedia, and it was a nonrefundable, pre-paid booking. Unfortunately, we are unable to offer a refund in this case. We recommend contacting Expedia directly to inquire about their cancellation policy or any possible assistance they can provide. We apologize for any inconvenience this may have caused.
Unauthorized duplicate charges applied to a prepaid hotel reservation.
Business reply on Google
Grace, thank you for recognizing Rosario's efforts in resolving the issue. We are pleased to hear that everything was fixed, and we appreciate your feedback. We hope to welcome you back to Aloft Santa Clara for a seamless experience in the future.
hotel failed to provide housekeeping services and charged for parking
Business reply on Google
C-Los, the hotel team is disheartened to learn about your experience. The location of the hotel aims to offer tranquility, and the parking fee supports amenities for guests' convenience. It appears there was a misunderstanding regarding cleaning services. The team strives to assist all guests and regrets that your requests were not met as expected. Your feedback is valuable and will be shared with the team to improve guest experiences.
Vehicle broken into in parking lot with no security response
Hotel charges an additional fee for onsite parking.
Business reply on Google
Lee Yeh, thanks for sharing your feedback. The ownership and management of parking are separate from the hotel’s operations. We understand your concerns and appreciate your perspective. We hope you’ll reconsider and give us another chance in the future.
The hotel lacked functional Wi-Fi throughout the entire stay.
Business reply on Google
Bill, we regret that your stay did not live up to expectations and apologize for the inconvenience surrounding the lack of Wi-Fi. We appreciate your patience and understanding with our team members, who were working diligently to resolve the issue. We also take note of your comment about the condition of our facilities. Your feedback is vital for us to improve and provide a better experience. We hope you will give us an opportunity to serve you again in the future and change your perception.
Poor soundproofing and lack of privacy in the bathroom.
Business reply on Google
Joshua, we regret that your experience did not meet your expectations. It's disheartening to learn about your difficulties with noise levels in your room and concerns about the TV and bathroom facilities. We are equally pleased to hear about the positive aspects, such as our inviting lobby and helpful colleagues. However, we understand that overall, you were not satisfied. We appreciate your feedback and will use it as an avenue to improve upon these matters.
Excessive train noise and poor shower water pressure.
Business reply on Google
Asaf, we regret hearing about the disturbances you encountered during your stay, particularly involving noise and bathroom amenities. It's crucial for us to guarantee top-notch comfort for our guests, thus, we take such feedback to heart. Measures are regularly taken to ensure noise disturbances are kept to a minimum, and we equally prioritize optimal performance of room facilities. Be assured, we are looking into your comments. It's unfortunate that your visit fell short of expectations, but we hope for another chance to provide a more satisfying experience.
Excessive minimum TV volume and inadequate shower water pressure.
Business reply on Google
Tanaya, your concerns pertaining to your recent experience with us are duly noted, and we regret to hear that our facilities did not meet your expectations. Apologies for the trouble you had with the TV volume settings and for your experience with the shower amenities. We recognize your standing as a loyal Marriott member and appreciate you bringing these details to our attention. Rest assured, our team will evaluate the TV volume protocols and will also review our shower amenities to ensure greater comfort for our guests. Your constructive feedback is invaluable as it aids us in continuously enhancing our services. And we're confident that you'll find your next stay improved. Thank you for your continued trust in the Marriott brand, we are committed to meeting the high standards you've come to expect from it.