Residence Inn by Marriott San Jose South

Business reply on Google

Dear Mr. Magana, Thank you for taking the time to share your experience. I am truly sorry for the frustration and inconvenience you encountered. Being notified of a cancellation on the day of arrival is incredibly upsetting, and it is absolutely not the level of service we ever want our guests to experience. Your feedback is very important to us, and I want to personally apologize that we did not meet your expectations—or our own standards—during your recent booking experience. We are reviewing what happened so we can prevent situations like this from occurring in the future. For any future stays, I kindly encourage you to book directly through Marriott.com or the Marriott Bonvoy app. Booking directly ensures your reservation is fully confirmed in our system and significantly reduces the risk of any third‑party communication issues. It also allows us to better support you if changes or assistance are ever needed. I truly hope you will consider giving us another opportunity to serve you. If you would like to discuss your experience further or if I can personally assist with a future reservation, please feel free to reach out to me directly. Warm regards, Angelica Jeffrey General Man

Business reply on Google

Dear Ms. Alvarez, Thank you for taking the time to share your experience with us. I am truly sorry to hear about the many issues you encountered during your recent stay. What you described regarding the check-in process, bedding, shower cleanliness, room condition, and lack of pool towels is unacceptable and far below the standards we set for ourselves at Residence Inn. I sincerely apologize that our team was not more helpful and solution-oriented during your stay. Our goal is always to provide caring, proactive service, and it is clear we did not meet that standard in your case. I am also disappointed to learn you were not provided with the amenities and recognition you should have received upon arrival, which only added to your frustration. While I am grateful that Booking.com was able to assist with a refund, I understand your concerns go beyond compensation. Please know that I am addressing your feedback directly with our staff to ensure these matters are corrected and do not happen again. Cleanliness, attentiveness, and guest comfort must always come first, and your comments will help us improve. I truly regret that this was your experience with us, and I would welcome the opp

Business reply on Google

Dear Yasmin, Thank you for taking the time to share your experience. I’m truly sorry to hear that your visit did not meet your expectations and that you felt our service was not as warm or helpful as it should have been—especially during a moment when you were traveling with your child and needed extra support. To protect the privacy and safety of all our guests, we’re unable to check in a different guest than the one listed on the reservation. In your case, we offered to cancel the original booking at no cost and rebook under the correct name so we could complete check-in without issue. I understand how frustrating travel challenges can be, and I regret that we didn’t make the process feel easier for you. Your feedback will be shared with our team as an important reminder of the compassion and attentiveness we aim to show every guest. We would love the opportunity to welcome you back and provide the warm, thoughtful service you deserve. Sincerely, Angelica Jeffrey General Manager

Business reply on Google

Dear Eacoo Christy, Thank you for taking the time to share your recent experience with us. I’m truly sorry to hear about the way you were greeted upon arrival and that your interaction at the front desk did not reflect the warm, welcoming service we strive to provide. Please know that your comments will be addressed directly with our team to ensure every guest is met with professionalism, attentiveness, and respect—no matter the time of day or the circumstances. I also regret that your room had an unpleasant odor upon entry. We will be reviewing our housekeeping and inspection processes to prevent this from happening in the future. Your feedback is invaluable in helping us improve both our service and our guest experience. I hope you’ll consider giving us another opportunity to provide you with the exceptional hospitality you deserve. Warm regards, Angelica Jeffrey General Manager

Business reply on Google

Dear Sayida, Thank you for sharing your feedback. While we strive to provide a welcoming and accommodating experience for all our guests, there are times when we must make difficult decisions to ensure the safety and comfort of everyone on property. Due to circumstances that included an inability to provide an approved method of payment and behaviors that were disruptive to our team and other guests, we were unable to accommodate your stay. While we understand this may have been frustrating, our staff followed established protocols and acted with professionalism throughout the situation. Thank you. Regards, Angelica Jeffrey General Manager

Business reply on Google

Dear Mr. Nguyen, Thank you for taking the time to share your experience. I want to extend my sincerest apologies for the issues you encountered during your stay. What you described does not reflect the level of cleanliness, professionalism, or service we aim to deliver, and I truly regret the frustration and discomfort this caused. I’m especially sorry for the ongoing toilet issue, the overflow incident, and the initial response that left you feeling disappointed. While our records confirm that the room was fully sanitized by housekeeping and the carpet was shampooed, I understand how the delay in communication and response impacted your overall experience. I also want to clarify that I responded to your concerns through the Marriott system and made multiple attempts to call you directly, but unfortunately did not hear back. If you’re still open to discussing your experience further, I’d very much welcome the opportunity to speak with you. You’re welcome to contact me directly on my personal cell which I provided to you by email. While I’m grateful you enjoyed the convenience of our location, I recognize that your overall experience fell far below expectations. Please know that we

Business reply on Google

Dear Brandon, Thank you for taking the time to share your concerns. I’m very sorry to hear about the incident involving your vehicle during your recent stay. I understand how upsetting and inconvenient that situation must have been, and I regret the frustration it caused. While the hotel parking lot is available for guest use, it is considered public access, and as such, the hotel is not liable for damages or incidents that occur there. That said, I understand how difficult it is to deal with the aftermath of a hit-and-run, and I sincerely regret that this happened during your time with us. We do have a dedicated overnight security presence that patrols the property, and we are committed to doing everything we can to promote a safe and welcoming environment for our guests. Your comments about the property and your overall experience are important to us. I’ve shared your feedback with the appropriate teams so we can continue working on improvements. Thank you again for bringing this to our attention. If there’s anything further you’d like to discuss, please feel free to reach out to me directly. Warm regards, Angelica Jeffrey General Manager