Hayes Mansion San Jose, Curio Collection by Hilton
🏨 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
Inaccessible room location and unauthorized housekeeping entry with stained linens.
Business reply on Google
La, we are so sorry your visit turned out to be so difficult and upsetting. The experience you described—both with the location of your room and the way your guest room was handled by our housekeeping team—falls far short of what we want for any guest, especially for someone who needed accessible accommodations. We will make sure our housekeeping leaders are aware of what happened, as well as communicate your feedback with our Guest Relations team to review the handling of your reservation. We truly appreciate you taking the time to share this, and we are sorry your time with us left you feeling this way.
Multiple facility failures and poor management during a funeral stay.
Business reply on Google
Thank you for sharing such a detailed account of your experience with us. We are truly sorry for the many difficulties and frustrations you and your family faced during this sensitive time. Reading about the challenges with your rooms, the broken air conditioning, the timing of housekeeping, and the service interactions at the front desk is deeply concerning. We understand how important it was for everything to run smoothly as you welcomed family and friends to honor your mother, and we are disappointed that we let you down in so many areas. Our Guest Relations, housekeeping, and engineering teams will be reviewing what happened to ensure we address communication, service, and maintenance gaps. Your special mention of our team members’ kindness despite these challenges means a great deal, though we know that does not make up for the overall experience. We appreciate you bringing this to our attention and are grateful for your honest feedback.
Presence of a roach and lack of management follow-up.
Business reply on Google
Jennifer, thank you for sharing what happened during your recent visit. We are truly sorry for the situation you encountered in your room and for the way your concerns were handled by our team members. This experience does not reflect the level of responsiveness and support we want for our guests, and we will be working closely with our housekeeping and Guest Relations teams to address it. We appreciate you bringing this to our attention.
The hotel staff provided unhelpful and dismissive customer service.
Business reply on Google
Hello Destiny - We regret to learn that this experience does not reflect the level of service that we are known for. We'll be sure to share your comments with our team and use them as a training opportunity. Please reach out to us at https://help.hilton.com/s/contactsupport so we can look into this further. We value your loyalty as a frequent Hilton Hotels guest, and we hope you give us another chance to welcome you back in the future.
inefficient lost and found process and unhelpful front desk staff
Business reply on Google
We’re truly sorry for the frustration and inconvenience you experienced, and we understand how upsetting it can be when you’re trying to recover a lost item. Our lost and found process is handled through ILeftMyStuff.com and is actively monitored by our housekeeping supervisors, and while we don’t have a dedicated on site lost and found officer, our front desk and housekeeping teams are able to view and act on all submitted reports. We’re also able to assist with same day checks before rooms are cleaned when items are reported quickly. We sincerely apologize if this process felt impersonal or unhelpful during your experience. We would really appreciate the opportunity to look into this further for you and help where we can. Please feel free to reach out to us directly with your details so we can assist you more promptly and personally.
The room provided did not match the room booked.
The hotel lacked functional Wi-Fi for the duration of the stay.
Business reply on Google
Hello Bobby, we're sorry to hear about the Wi-Fi and your overall impression of the property. We strive to provide convenience and high-quality accommodation for our guests, and it looks like we fell short. Please reach out to us at https://help.hilton.com/s/contactsupport or call (408) 226-3200 so we can address these concerns directly. We appreciate your input and hope to have the opportunity to better serve you in the future. Thank you for sharing your thoughts.
Hotel failed to provide promised refund for noisy plumbing issues.
Vehicle theft, excessive noise, lack of hot water, and unresponsive management.
Business reply on Google
Hello Paul. I sincerely apologize for your past experiences and that I didn't receive your message. We have addressed the noise this DJ caused and will be sure this doesn't happen in the future.
Unsanitary room conditions and lack of security during a physical altercation.
Excessive noise from unannounced fire alarm testing disrupted guest stay.
Business reply on Google
Hello Ben, we're sorry to hear about your experience during your stay at Hayes Mansion. The situation with the fire alarm testing sounds incredibly disruptive, and we understand how frustrating it must have been to deal with such a disturbance. Please know that this issue is being looked into to prevent future occurrences. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (408) 226-3200 to provide more details about your booking and discuss your experience further. We value your feedback and are committed to improving our guest experience. We hope to have the opportunity to restore your trust in the future.
Hotel failed to provide receipt after multiple requests and disconnected calls.
Business reply on Google
Hello Stephen, we're sorry to hear about your experience with our team and the difficulties in obtaining your receipt. This is not the level of service we strive for at Hayes Mansion. Please know that the issue is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport or (408) 226-3200 so we can follow up with you directly. We value your feedback and hope to improve your experience in the future. Thank you for bringing this to our attention.
Outdated property, poor location, and unprofessional, slow bar and hosting staff.
Business reply on Google
Hello Alex, thank you for sharing your feedback. We're sorry to hear about your experience with our staff during your stay at Hayes Mansion. Please know that we are looking into these issues. We encourage you to contact https://help.hilton.com/s/contactsupport and (408) 226-3200 to provide more details about your booking and discuss your experience further. We hope to have the opportunity to improve your experience in the future.
Reception staff and security guard were rude and invasive to guest.
Venue canceled scheduled tour last minute without explanation or follow-up assistance.
Business reply on Google
Hi Thuy, we sincerely apologize for the inconvenience caused by the last-minute cancellation of your tour and the lack of timely communication from our team. This is not the level of service we strive to provide at Hayes Mansion. Please reach out to https://help.hilton.com/s/contactsupport and (408) 226-3200 so we can connect with you. We appreciate your feedback and hope to have the opportunity to make things right in the future.
Staff enforced pool food policy selectively based on race
Business reply on Google
Hello Sheena, Thank you for bringing this to our attention. We sincerely apologize for your experience and assure you that we take such matters very seriously. We will investigate this incident thoroughly and take appropriate action. Your feedback is invaluable in helping us improve our services. Sincerely, Director of Front Office
Hotel lacks valet service and food availability during the afternoon.
Hotel failed to waive promised complimentary dinner charge on final bill
Business reply on Google
Hi Alex, we are truly sorry to hear about the challenges you experienced during your stay. Thank you for highlighting the positive interactions with our team members, and we will address the areas of concern to improve our service. We encourage you to contact https://help.hilton.com/s/contactsupport or call (408) 226-3200 to discuss your experience further. We regret that we fell short of your expectations and hope to have the opportunity to welcome you back for a much-improved stay in the future.
Staff provided poor customer service and incorrect breakfast information.
Business repeatedly demands payment for services already settled by contract.
Business reply on Google
Hi Gurinder, thank you for sharing your feedback. We apologize for any inconvenience caused during the negotiation process and the subsequent requests for additional payment. We understand that this has been unexpected and we appreciate your patience as we look into the matter further. Please reach out to our support team at https://help.hilton.com/s/contactsupport or (408) 226-3200. We hope to have the opportunity to welcome you back for a better experience in the future.