Hotel Valencia Santana Row, Valencia Hotel Collection
🏨 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
The hotel service was very poor.
Business reply on Google
Dear Maria Turturean, Thank you for your feedback. We're sorry to hear that your experience did not meet your expectations, especially after traveling from Europe and choosing our hotel. We value your comments and will use them to improve our service. We hope you'll consider giving us another opportunity in the future. Regards, Grace Solis Front Office Manager
Hotel amenities closed for construction with excessive noise and no refund.
The hotel charges an excessive fee for short-term parking.
Business reply on Google
Dear Peter Amin, Thank you for your feedback. We’re sorry to hear you were disappointed with our parking rates. For clarification, our standard overnight valet parking for hotel guests is $55 per night, while our premium upfront parking service, which offers the convenience of parking directly in front of the hotel, is $100 per 5-hour period. We also offer valet day parking for $15 per 3-hour period, providing additional flexibility for shorter visits. We understand that parking options in our area can be costly, and we strive to provide choices that accommodate various needs for convenience and access. We appreciate you sharing your perspective and will take your comments into consideration as we continually review our offerings. Regards, Grace Solis Front Office Manager
Room lacks amenities, has unsafe shower, and experienced a security incident.
Business reply on Google
Dear Alexander Iversen, Thank you for sharing your feedback. I sincerely apologize for the issues you encountered during your recent stay at Hotel Valencia. It is disappointing to hear that your experience did not meet the high standards we strive to maintain. Please know that your comments regarding the lack of basic amenities, the shower temperature, the condition of the TV remote, and the unsettling experience in the bar have been taken very seriously. These are certainly not the experiences we want for our guests, and I will be addressing these concerns with our team immediately to ensure they are corrected. Additionally, I understand how disturbing the incident you described in the morning was. I am truly sorry for the lack of communication from our staff, and I will work closely with our team to improve how we handle situations like these in the future. Your safety and comfort are our top priorities, and I regret that you did not feel this was reflected in your stay. I greatly appreciate you bringing these issues to our attention. We will be investigating all of these matters further, and I would like to offer my sincerest apologies once again. If you would be open to giving
Guest received an early morning wrong number call from staff.
Business reply on Google
Dear Trina Do, Thank you for taking the time to share your feedback. We're glad to hear you enjoyed our location and spacious rooms. However, I sincerely apologize for the early morning disturbance caused by the misdirected phone call. That is certainly not the restful experience we aim to provide, and I will review this with our team to ensure it does not happen again. Your comments are truly appreciated and help us improve. Regards, Grace Solis Front Office Manager
Hotel is dirty and staff denied a late checkout request.
Business reply on Google
Dear Laura Morris, Thank you for sharing your feedback. We’re truly sorry to hear about your recent experience, and we appreciate you taking the time to share your concerns. Our goal is always to provide a welcoming and comfortable stay, and it seems we fell short during your visit. We understand how important it is to have flexibility, especially after a long day of travel, and we sincerely apologize for not being able to accommodate your late checkout request. We also take your comments about the condition of the hotel and service seriously, and we will work to address those areas to ensure we are providing the best experience possible for all guests. We hope you’ll consider staying with us again in the future, and we’d love the chance to offer a better experience next time. Regards, Grace Solis Front Office Manager
Loud music from a private event prevented sleep.
Business reply on Google
Dear Houman Shirvani, Thank you for sharing your feedback, and I truly apologize for the noise disturbance you experienced during your stay. I completely understand how frustrating it must have been, especially with an early flight the next day. We strive to provide a peaceful environment for all our guests, and I regret that this event impacted your rest. Please know that we take guest comfort seriously, and I will certainly address this issue with the team to ensure that we handle such events in a way that minimizes disruption in the future. We hope to have the opportunity to welcome you back for a much more restful experience. Warm regards, Grace Solis Front Office Manager
Excessive noise from bar and rude front desk staff.
Business reply on Google
Dear Eyal Koplovich Thank you for taking the time to share your feedback. We're sorry to hear that your recent stay did not meet your expectations, especially as a returning guest. We sincerely apologize for the noise disturbance during the wedding event and any inconvenience it caused. Your experience with our front desk staff is concerning, and we will address this issue immediately to ensure all guests are treated with respect and professionalism. Regarding breakfast, we understand the buffet option was a favorite, and we appreciate your feedback as we are constantly evaluating our services. We value your loyalty and hope you'll consider giving us another chance in the future to provide a better experience. Regards, Grace Solis Front Office Manager
Security staff were rude and aggressive toward a large guest group.
Business reply on Google
Dear Dusan Jovanovic, I apologize for the manner in which the doorman handled the situation. We will be looking further into it with our staff and better train them on how to handle these situations. I hope that you will give us an opportunity to make things better. At your earliest convenience please call us at (408)551-0010 and ask to speak to me or one of my assistant managers, I would love to hear more about the situation. Regards, Grace Solis Front Office Manager
Staff member made inappropriate accusations and forced guests to leave.
Business reply on Google
Dear Rue Karimzadeh, We appreciate your feedback regarding the situation at the bar. We understand your frustration and we will be looking further into it. Regards, Brent Gaines General Manager
Guest discovered a bed bug in the hotel room
hotel staff failed to recover and return left behind clothing items
Business reply on Google
Dear Ms. Schmidt, Thank you for taking the time to fill out the survey and for choosing to stay at our hotel. I do apologize for the issues with the clothing. We are actively researching where we fell short and we have already begun multiple topics of training with our staff. True to what you're colleagues said, this is not who we are and our service does not reflect this type of behavior. As I collect more information, I will be in contact with you about the recovery of the clothing or to replace them. Please know that we do not take this lightly and we will make this right for you. If possible, would you please direct message me with your information so that I may contact you directly. Regards, Brent Gaines, General Manager
The hotel room bathtub had rust and required cleaning by guest.
Excessive noise from lobby event prevented sleep and conversation
Business reply on Google
Thank you providing feedback regarding your recent stay. We sincerely apologize for the volume level of a nearby event. Please be assured we will he reviewing this with our events team.
used syringe found in hotel ice machine
Business reply on Google
Thank you for providing feedback regarding your recent stay. We sincerely apologize your stay did not go as expected. Please be assured that the front desk did communicate your concern with the ice machine. However no foreign substances were found.
hotel lacks luxury amenities and has poorly designed room features
Business reply on Google
Thank you for providing feedback regarding your recent stay. We sincerely apologize that your experience did not exceed your expectations. Please be assured we will be sharing this feedback with our executive team to further improve our guests' experience.
Hotel failed to address vehicle theft and associated repair costs.
hotel staff failed to provide check-in information and luggage assistance
Poor furniture quality, bad breakfast, and incorrect minibar charges.
Unsanitary room conditions and unsafe bathroom design caused a guest injury.