Hilton San Jose
🏨 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
Inconvenient parking, unhelpful staff, and limited hotel amenities.
Business reply on Google
Hello Michael, we're sorry to hear about the issues you had with our staff and the parking. We strive to deliver exceptional service and a comfortable experience for our guests, and we're disappointed to learn that we missed the mark. We understand your concerns regarding the pool and lack of valet service, 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) 287-2100 so we can follow up with you.
Hotel room contained unexplained dark red liquid stains.
Business reply on Google
Hi, thank you for sharing your experience with us. We hold our hotel cleanliness and customer service to very high standards and take feedback regarding our room conditions and team responsiveness very seriously. Please reach out to us at https://help.hilton.com/s/contactsupport so we can assist you directly. We hope to welcome you back for a much better experience.
Poor room lighting, elevator restrictions, cashless policies, and missing ice machines.
Business reply on Google
Chris, We apologize for the inconvenience you experienced. We will take note of your feedback.
Hotel overbooked and relocated guests to a different property.
Business reply on Google
Hi Mike - Thank you for your feedback, and we sincerely apologize for the disruption to your stay and your reservation. We understand how disappointing it is to be moved to another property after a long journey, and we regret that the service recovery did not meet expectations. Please reach out at https://help.hilton.com/s/contactsupport or call (408) 287-2100 so we can look into this further.
Hotel failed to provide access instructions during a city event.
Business reply on Google
Alicia, Thank you for your review. We apologize for the inconvenience you experienced. Due to the road closures in downtown we experienced higher than normal call volume and therefore your call may not have been answered, for which we apologize. The hotel was not able to put exact directions on the website, as the access point to the hotel unexpectedly changed several times over the period of the road closure. For future large events like this we will be better prepared and gather more information from local law enforcement. We hope this occurrance will not deter you from visiting our hotel in the future, as events to this extend only happen once a year.
Lack of valet parking and unhelpful bell desk staff
Business reply on Google
Thank you for sharing your feedback. We apologize for your experience upon your arrival at the hotel. We value your comments and will use these to improve our service. Thank you.
Staff vacuuming in the hallway early in the morning
Business reply on Google
George, Thank you for your feedback. We apologize for the inconvenience of the hallway noise. This issue will be addressed with our housekeeping team to avoid this in the future.
The hotel charged for unused items and ignored follow-up inquiries.
Business reply on Google
Thank you for staying with us here at Hilton San Jose. We understand how important it is to provide our guests with an exceptional stay experience and we apologize for not meeting this expectation. Your feedback is valuable to us and we will use it to make the necessary improvements. We hope to have the opportunity to serve you again in the future.
High prices and uncomfortably cold temperatures in lobby and restaurant.
Business reply on Google
Thank you for your feedback. Pricing for parking and restaurant menu items are in line with surrounding hotels in downtown San Jose. We apologize for the low temperature and will definately look into this and alert our engineering department. We apologize for the inconvenience you experienced and hope you will try us again in the future.
Staff were rude and denied access to the adjacent hotel.
Business reply on Google
Thank you for your review. Unfortunately, we do not have access to open or close the access between the Hilton and Marriott hotels, as this is the convention center that manages their own building. Hilton does not have the ability to open doors inside the convention center.
Parking garage was full and heater in room was broken
Business reply on Google
Thank you for staying with us here at Hilton San Jose. We understand how important it is to provide our guests with an exceptional stay experience and we apologize for not meeting this expectation. Your feedback is valuable to us and we will use it to make the necessary improvements. We hope to have the opportunity to serve you again in the future.
hotel room had bed bugs and management failed to provide support
Business reply on Google
Thank you for staying with us here at Hilton San Jose. We understand how important it is to provide our guests with a reliable, friendly stay experience and we are truly sorry that we did not meet these expectations. As a valued member of the Hilton Honors program, we appreciate your feedback, and we will use it to make the necessary improvements. We hope to have the pleasure of welcoming you back in the future.
Room was not ready and maintenance failed to fix broken plumbing
Business reply on Google
Thank you for staying with us here at Hilton San Jose. We understand how important it is to provide our guests with an exceptional stay experience and we apologize for not meeting this expectation. Your feedback is valuable to us and we will use it to make the necessary improvements. We hope to have the opportunity to serve you again in the future.
Hotel failed to provide room by check-in time and restaurant access.
Business reply on Google
Thank you for staying with us here at Hilton San Jose. We understand how important it is to provide our guests with an exceptional stay experience and we apologize for not meeting this expectation. Your feedback is valuable to us and we will use it to make the necessary improvements. We hope to have the opportunity to serve you again in the future.
multiple room changes due to insects and cigarette smoke odor
Business reply on Google
Hi Brian, We have no record of you staying at the Hilton San Jose. Did you have a reservation under a different name or did you stay at Signia by Hilton San Jose? You may always contact us by calling 408-287 2100 and ask for the manager or duty.
Inoperable amenities, access issues, and premature housekeeping staff interruptions.
Business reply on Google
Hello Eric, we're sorry to hear about your experience during your stay. We are looking into the issues you faced . We strive to provide a comfortable and hassle-free experience for our guests, and it's clear we fell short during your visit. Please reach out to https://help.hilton.com/s/contactsupport and (408) 287-2100 to provide more details about your booking and discuss your experience further. We appreciate your feedback and hope to have the opportunity to serve you better in the future.
unauthorized charges for items not used and poor customer service response
Business reply on Google
Hi Jessica, 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) 287-2100 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.
unauthorized charges for items not consumed and poor staff service
Staff refused refund request and were rude to disabled guest
Hotel lacks accessible facilities and restricts restroom access for restaurant patrons.