Hampton Inn San Jose Cherry Ave
🏨 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
Hotel overbooked the room and provided unprofessional service regarding the reservation.
Business reply on Google
Hello Drake, We understand your frustration, but unfortunately the reservation was cancelled on the day the reservation was made. The hotel didn't receive any notification as it was made by the third-party booking. We cannot accommodate because our hotel was sold out that day.
hotel charged for one night despite cancellation policy dispute
hotel forced a room change after confirming the original request
Business reply on Google
Hi Shamayel, we're sorry that your stay was disrupted by a room change request to accommodate another group. We should have honored your confirmed room type, and we apologize for making you feel unwelcome. Please reach out at https://help.hilton.com/s/contactsupport so we can discuss this further. We hope to welcome you back for a much better experience.
Multiple room changes due to broken furniture, noise, and poor cleanliness.
Unsanitary bedding and broken bathroom door in hotel room.
Business reply on Google
Dear Ms. RIcci, I am truly sorry for the unacceptable experience you had during your stay. What you described falls well below the standards we expect to provide, and I sincerely apologize for the frustration and discomfort this caused you. There is no excuse for bedding being left in that condition. The presence of makeup on the sheets and the improper use of a flat sheet in place of a duvet cover is completely unacceptable and understandably raised serious sanitation concerns. This has been addressed immediately with our cleaning team, and we have corrected our bedding procedures to ensure all linens and duvet covers are properly cleaned and replaced after every stay. I am also very sorry about the bathroom door coming off its hinges. That is a clear maintenance failure on our part, and it should never have happened. Repairs have been completed to prevent this from occurring again. Kindest regards, Bryan Adame AGM
hotel overbooked and refused to refund unauthorized charges
Business reply on Google
Hi Angel, we’re very sorry to hear about the issue with your reservation. We strive to deliver exceptional service, and we're disappointed to learn that we missed the mark. We would like the opportunity to look into this further. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (408) 266-3535. Thanks for taking the time to leave us a review, and we look forward to hearing from you.
Hotel canceled confirmed reservation without notice due to overcapacity
Business reply on Google
Hi, we're sorry to hear about the issue you had with your booking. We’re normally known for our exceptional attention to detail, and it's disappointing to learn about your experience. We'll be sure to address this matter internally. Please reach out to us at https://help.hilton.com/s/contactsupport or (408) 266-3535 so we can follow up with you. We hope to have another opportunity to welcome you back the next time you visit San Jose.
Front desk staff displayed unprofessional behavior and hostility toward guests.
Business reply on Google
Hello Neveen, we're sorry to hear about your experience with Marie at the front desk. This is not the level of service we strive to provide, and we assure you that the issue is being looked into. Please reach out to https://help.hilton.com/s/contactsupport or call (408) 266-3535 to discuss further. We appreciate your feedback and hope to have the opportunity to welcome you back in the future.
unhelpful staff and lack of room maintenance and amenities
The hotel room carpet was found to be filthy and unsanitary.
Business reply on Google
Hello Karen, thank you for being a loyal Diamond member and for your continued support of the Hilton brand. We're sorry about the issues you encountered during your stay at Hampton Inn San Jose. It's concerning to learn about the condition of your room and the lack of follow-through after your interaction with our General Manager, Patricia Morreale. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (408) 266-3535 so we can follow up with you? We value your feedback and hope to provide a better experience for all our guests in the future.
Poor facility maintenance including dirty carpets, pest issues, and sanitation problems.
Business reply on Google
Thank you for staying with us. We understand how important it is to provide our guests with a positive stay experience, and we apologize for not meeting this expectation. We are so sorry to hear about the cleanliness and pet-friendly issues you encountered during your stay. This certainly is not typical of our service. Your feedback is valuable to us, and we will use it to make the necessary improvements. I have shared your feedback with our team and pest vendor to ensure this was an isolated issue that is corrected. We are a pet-friendly hotel and the charge our team shared with you is for a deep cleaning upon departure. There are areas for smokers to dispose of their cigarettes in our courtyard. We appreciate your business and hope to have the opportunity to serve you again in the future. Kind Regards, Patricia Morreale General Manager
Presence of a bug in the room and poor staff response
Business reply on Google
Good afternoon, I am very sorry to hear about your recent experience with us. I however, did not receive an email about your stay and I would love to hear from you further so I am able to assist you personally. Please feel free to reach out to me via phone or email so I am able to assist you and address these issues. Thank you for staying and I apologize again for your experience and hope that we will be able to touch base so I can make this right for you. Natalie Mucklow Director of Operations [email protected]
hotel rooms and common areas are poorly maintained and dirty
Business reply on Google
Hi Dave, thank you for being a valued Hilton Honors member. We sincerely regret that your stay fell far below expectations. The issues you encountered are unacceptable, and this is not the level of quality or service we aim to provide. We encourage you to reach out to us at https://help.hilton.com/s/contactsupport and (408) 266-3535 to provide more details about your booking and discuss your experience further. We appreciate your input and hope you'll give us another opportunity to regain your trust.
The front desk staff was rude and the room was dirty.
Business reply on Google
Hello John, I'm sorry to hear about your experience with the customer service and room cleanliness at our hotel. We are looking into the issues you mentioned, especially regarding the interaction with our team. Please contact https://help.hilton.com/s/contactsupport or call (408) 266-3535 so we can follow up with you. Your feedback is important to us, and we are committed to improving our services. We hope to have the opportunity to welcome you back for a better experience in the future.
Multiple facility malfunctions, poor service, and lack of room amenities.
Rude front desk staff and poor handling of elevator entrapment incident.
Business reply on Google
Hi Parker, we're sorry to hear about your experience at our hotel. It's concerning to learn about the issues you faced with the front desk staff and the elevator incident. We value all of our guests, so you should always expect to be treated with respect. We are currently looking into these matters to ensure they are addressed. Thank you for acknowledging our cleaning staff's efforts. As a frequent traveler, your feedback is invaluable to us. Please reach out to https://help.hilton.com/s/contactsupport and (408) 266-3535 to discuss your experience further. We hope to have the opportunity to welcome you back in the future.
Hotel rooms were poorly maintained and not properly cleaned.
hotel failed to process refund for unused night and bathroom issues
Business reply on Google
Hi Maverick, we're sorry to hear about the challenges you faced during your recent stay. We take your feedback seriously and are looking into the issues you've mentioned. We encourage you to reach out to our support team at https://help.hilton.com/s/contactsupport or (408) 266-3535 to discuss your booking details further. Your loyalty as our regular guest is truly appreciated. We hope to have the opportunity to welcome you back for a much-improved experience. Thank you for sharing your concerns with us.
Vehicle break-ins and safety concerns in the hotel parking lot.
hotel staff failed to address excessive noise from neighboring room
Business reply on Google
Hi Antoine, thank you for taking the time to share your thoughts about your recent experience with us. We truly are sorry that you were not able to get a good night's sleep during your stay. We also wish to apologize if the situation wasn't handled properly. Please know that we will look into this and coach staff on how to better take care of situations such as this. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (408) 266-3535 if you would like to discuss your experience further. We hope to have the opportunity to deliver a more pleasant experience on a return visit.