DoubleTree by Hilton Hotel San Jose
🏨 Hotels & Travel · San Jose
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Hotel room and common areas are dirty and in disrepair.
The hotel room was dirty and infested with silverfish.
Unsanitary room conditions and poor customer service experience
hotel room lacks basic amenities and functional electronics
Business reply on Google
Hello Emel - We are so sorry to hear about these issues you had to deal with while staying with us. We always strive to offer a comfortable experience, great amenities, and the best value for your dollar. Your feedback helps us improve, and we’ll be reviewing it internally. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (408) 453-4000.
Valuable jewelry went missing from the hotel room during a stay.
Outdated rooms, check-in errors, and poor housekeeping standards.
Business reply on Google
We are so sorry to hear about your disappointing stay with us, Tareq. Your satisfaction is valuable to us, and we take your concerns seriously. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (408) 453-4000 so we can follow up with you directly. We hope to have the pleasure of hosting you again soon so we can show you the quality experience we know that we are capable of sharing with our guests.
The hotel room was unsanitary with stains and pest presence.
Staff served meat to a vegetarian customer and acted unprofessionally.
Hotel rooms are dirty, dated, and overpriced with poor amenities.
Business reply on Google
Hello Eddie, we're sorry to hear about the issues you had with our rooms. We strive to deliver clean and comfortable accommodations for our guests, and we're disappointed to learn that we missed the mark. We understand your concerns regarding the meal and parking pricing, and we will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (408) 453-4000 so we can follow up with you. We look forward to hearing from you.
Hotel gave away pre-paid room despite notification of flight delay.
Business reply on Google
Hello Troy, we're sorry to hear about the inconvenience you experienced with your reservation at DoubleTree. It's concerning that your room was given away despite your advance payment and notification of delay. This issue is being looked into to ensure it doesn't happen again. Please reach out to https://help.hilton.com/s/contactsupport or call (408) 453-4000 so we can follow up with you. We appreciate your feedback and hope to have the opportunity to welcome you back for a better stay in the future.
Poor room condition and unhelpful front desk staff
Business reply on Google
We appreciate your feedback and thank you for taking time to review our brand. We are truly disappointed that your stay was less than stellar. We hope we are able to address your controllable concerns in an appropriate manner. We would welcome the opportunity to make things right during a future visit.
Personal backpack was stolen from the hotel lobby
unexpected incidental fees and outdated room amenities
Business reply on Google
Hello Tobin, we're sorry to hear about your experience at DoubleTree. We value your loyalty as a Hilton rewards member and understand your concerns regarding the unexpected charges and service. Your feedback about the room and booking process is important, and we're looking into these issues. Please contact https://help.hilton.com/s/contactsupport or call (408) 453-4000 for further discussion. Thank you for sharing your thoughts, and we hope to provide a better experience in the future.
Hotel rooms are old, moldy, and not clean.
The hotel room was dirty, outdated, and missing basic amenities.
Business reply on Google
Hello Crystal, we're sorry to hear about the issues you encountered during your stay, and we appreciate your comments about the beds. We are looking into the concerns you raised about the room's condition and cleanliness. Please reach out to https://help.hilton.com/s/contactsupport or call (408) 453-4000 to provide details about your booking and discuss your experience further. We value your input and hope to improve your future experiences with us at DoubleTree.
Room lacked advertised amenities and mirror was not clean.
Poor room conditions, parking security concerns, and unresolved double billing issues.
Business reply on Google
Hi Andre, we're sorry to hear about your experience at our hotel. We aim to provide comfortable accommodation and excellent service. We are currently looking into the issues you mentioned and encourage you to reach out to https://help.hilton.com/s/contactsupport or call (408) 453-4000 so we can discuss this with you further. We appreciate you taking the time to share your feedback. We hope to have the opportunity to welcome you back in the future.
The hotel is rundown with musty rooms and poor quality breakfast.
Business reply on Google
Hello Steven, we're truly sorry to hear about your experience. We deeply value our guests, and it's disappointing to know that your visit did not meet the high standards we strive for. Please know that this issue is being looked into to ensure it does not happen again. We encourage you to reach out to https://help.hilton.com/s/contactsupport or call our team at (408) 453-4000 to discuss your experience further. We appreciate your feedback and hope to have the opportunity to better serve you in the future.
Hotel rooms are dirty with non-functional climate control and poor service.
Business reply on Google
Hello Jane, we're sorry to hear about your recent experience at DoubleTree. We appreciate your loyalty over the years and are disappointed to learn that this visit did not meet your expectations. Your feedback regarding the cleanliness, customer service, and room conditions is being looked into. Please reach out to https://help.hilton.com/s/contactsupport or call (408) 453-4000 to provide details about your stay. We value your input and hope to improve your future experiences with us. Thank you for sharing your thoughts.
Broken door lock, non-functional AC, and dirty, poorly maintained room.
Business reply on Google
Hello Phillip, we're sorry to hear about the numerous issues you encountered during your stay at DoubleTree. It’s concerning to learn about the problems with your room, the parking situation, and the check-in process. Your experience is being looked into, and we encourage you to reach out to https://help.hilton.com/s/contactsupport or call (408) 453-4000 so we can follow up with you directly. Thank you for bringing these matters to our attention. We appreciate your feedback and hope to have the opportunity to improve your experience in the future.