San Jose Marriott

Business reply on Google

Thank you for sharing this feedback. We are deeply concerned by your comments and sincerely apologize for the distressing experience you described. Reports of missing personal property are taken very seriously, and we understand how upsetting and frustrating this situation must be. We are also sorry that the response you received did not convey the care, empathy, and support you deserved during such a difficult moment. We value all of our guests and appreciate you bringing this matter to our attention. We hope to have the opportunity to assist you further.

Business reply on Google

Thank you for sharing this feedback. We are deeply concerned by your comments and sincerely apologize for the distressing experience you described. Reports of missing personal property are taken very seriously, and we understand how upsetting and frustrating this situation must be. We are also sorry that the response you received did not convey the care, empathy, and support you deserved during such a difficult moment. We value all of our guests and appreciate you bringing this matter to our attention. We hope to have the opportunity to assist you further.

Business reply on Google

Hi S.R. Thank you for sharing your feedback. Unfortunately we cannot find any record from our security, housekeeping, or front desk team of this happening. We also verified that the ice machine on the 17th floor is working. We also do not have any Spanish-speaking associates who work at that time of night. Can you please give us a call so we can get some more details from you and address this with any hotel staff who might have been involved?

Business reply on Google

Hi Anthony, I am so sorry for your frustration with your missing jacket. Unfortunately your jacket was never turned into the hotel. The convention center handles their own lost and found and will not transfer items to us, nor do we accept them. I was informed that our team did reach out to you about this already. If you still have not retrieved your missing jacket, please reach out to the convention center directly.

Business reply on Google

I understand that being asked to sign our hotel policy may have felt unexpected or restrictive, and I’m sorry for any frustration this has caused during your check-in or stay. Our hotel policy is in place to help ensure a peaceful and restful environment for every guest staying with us. Many of our visitors choose our hotel specifically because they want a quiet, comfortable place to relax, recharge, or prepare for the next day—whether that’s business travelers needing a good night’s sleep before an early meeting or families looking for calm after a long day. By asking all guests to acknowledge this policy, we’re able to protect that experience for everyone and minimize disruptions like excessive noise or large gatherings that could affect other rooms. We value you as our guest and value your yearly conference. We want your stay to be as enjoyable as possible. If there’s anything else we can do to make your time here more comfortable—whether it’s extra amenities, a room adjustment (subject to availability), or any other assistance—please don’t hesitate to let me or any member of our team know right away. We’re grateful you chose to stay with us, and look forward to hosting you next

Business reply on Google

I understand that being asked to sign our hotel policy may have felt unexpected or restrictive, and I’m sorry for any frustration this has caused during your check-in or stay. Our hotel policy is in place to help ensure a peaceful and restful environment for every guest staying with us. Many of our visitors choose our hotel specifically because they want a quiet, comfortable place to relax, recharge, or prepare for the next day—whether that’s business travelers needing a good night’s sleep before an early meeting or families looking for calm after a long day. By asking all guests to acknowledge this policy, we’re able to protect that experience for everyone and minimize disruptions like excessive noise or large gatherings that could affect other rooms. We value you as our guest and value your yearly conference. We want your stay to be as enjoyable as possible. If there’s anything else we can do to make your time here more comfortable—whether it’s extra amenities, a room adjustment (subject to availability), or any other assistance—please don’t hesitate to let me or any member of our team know right away. We’re grateful you chose to stay with us, and look forward to hosting you next

Business reply on Google

I understand that being asked to sign our hotel policy may have felt unexpected or restrictive, and I’m sorry for any frustration this has caused during your check-in or stay. Our hotel policy is in place to help ensure a peaceful and restful environment for every guest staying with us. Many of our visitors choose our hotel specifically because they want a quiet, comfortable place to relax, recharge, or prepare for the next day—whether that’s business travelers needing a good night’s sleep before an early meeting or families looking for calm after a long day. By asking all guests to acknowledge this policy, we’re able to protect that experience for everyone and minimize disruptions like excessive noise or large gatherings that could affect other rooms. We value you as our guest and value your yearly conference. We want your stay to be as enjoyable as possible. If there’s anything else we can do to make your time here more comfortable—whether it’s extra amenities, a room adjustment (subject to availability), or any other assistance—please don’t hesitate to let me or any member of our team know right away. We’re grateful you chose to stay with us, and look forward to hosting you next

Business reply on Google

Hi Christopher, I am sorry you feel this way about our hotel's policy for occupancy and noise disturbances. We were unable to find a reservation under your name or would have reached out to by phone or email. The document we ask our guests to sign this weekend only applies should there be more than one noise complaint from a neighboring room or if there is damage to the room. San Jose fire code does in fact limit occupancy of a room to four people, however we understand people may meet with friends in their room throughout the day, this applies primarily to sleeping arrangements. We use this form during all large social conventions and nearby events to ensure all guests can have a restful, enjoyable stay at our hotel. We hope you enjoy your stay with us.

Business reply on Google

I am sorry you felt this way A A. We ask all guests to sign a document so they understand the importance of being respectful to their neighboring rooms. The fee only applies after the second noise complaint against your room or if anything was damaged in your room. We use this policy for all large social conventions and citywide events so all of our guests can have a restful, enjoyable stay. Please contact us if you do not agree with this policy and we'd be happy to cancel your reservation and refund any deposit you may have paid.

Business reply on Google

Hi William, I cannot find a reservation under your name. Can you please reach out to us? We'd be happy to cancel your reservation and refund any deposit you may have paid if you do not agree with this policy.

Business reply on Google

Hello, Grisell. You presented an expired employee discount form, so we asked you to print a current one. Our security guy was not laughing at you, and I am sorry you feel that was what happened. They do not care if someone presents an expired form. I verified myself that you were only charged and paid for valet once. We do not upgrade reservations made with an employee rate, nor compensate in points for issues that occur during your stay. As a fellow Marriott employee you should understand this. Creating problems for compensation is unprofessional and unethical.

Business reply on Google

Hi Crystal, I am so sorry you had that experience with us. Can you please let me know what day and time you were here so we can identify who you spoke to? You can email me at [email protected]. Thank you!

Business reply on Google

Hello, we understand how much of an inconvenience this is, but unfortunately we did not have a choice in shutting off power to repair a critical component of the hotel's electrical infrastructure. We notified all guests in advance with a letter under the door in each room. Our kitchen is open till midnight seven days per week for late arriving crew. Unfortunately after that, the only option is the vending machine with packaged sandwiches and snacks. I am so sorry your experience with our hotel so far has not been great for you. We hope your next stay goes well and will continue to make things better in our hotel from your and others' feedback.

Business reply on Google

Hello Pepe, thank you for letting us know about this. We have discussed your feedback with the team. We hope you'll give us a chance again next time you are in the area.

Business reply on Google

Hi Paula, I am so sorry you felt that way about your experience with us. I wanted to let you know that all of our rooms have a refrigerator in the cabinet under the TV, and there is a microwave on every floor. We have two restaurants on site, but if the price point or menu offerings aren't to your liking, there are over 30 restaurants of varying cuisine and price points within a 15 minute of the hotel, several of them just across the street or one block over. The only Marriott hotel brands that offer complimentary breakfast are Springhill Suites and Residence Inn.

Business reply on Google

Hi Ms. Southern, I am so sorry for your experience with your reservation. We attempted to send an email to everyone as soon as we learned the power issue would not be resolved the same day, but some reservations booked through travel agencies lacked the necessary contact information. We understand this a major inconvenience and wish it did not happen. The hotel is back up and running now, and we hope that you will book with us again next time you are in San Jose.

Business reply on Google

Hi Josh, I am so sorry about your experience. Unfortunately we had an internal power failure that forced us to completely close for 10 days. We tried to notify everyone via email, but some did not make it through or were filtered in spam folders. We deeply regret the inconvenience this caused you and wish we could have avoided it completely. We hope you'll book with us again next time you are in San Jose.

Business reply on Google

Hi Indraneel, I am sorry for your consistently poor experience. I will share your feedback about the room with our housekeeping team so we can address it with the housekeeper that prepared your room for you on 7/25. I will also speak with the front desk agent that checked you in to ensure he is acknowledging your Bonvoy status as expected. Unfortunately the power outage was due to a short in our electrical infrastucture and was unexpected and unavoidable. We hope you will give us another chance next time you come back to San Jose.

Business reply on Google

Hi Ms. Owen, I am sorry for your experience. We do not have a restaurant on site that is for hotel guests only, nor any such signage. We also have public restrooms in the lobby that are open to anyone. I am not sure if you are reviewing the correct hotel. Please reply with your confirmation number so I can try to track down your reservation and find out what happened.