Sonesta Select San Jose Airport
🏨 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 room was unclean and staff service was slow.
Business reply on Google
Dear John, We are sincerely sorry to hear about your recent experience. We strive to provide a clean and welcoming environment, and it seems we fell short during your stay. Your feedback regarding the room cleanliness and the check-in process is taken very seriously, and we will address these issues with our team to improve our services. We appreciate your candid comments and assure you that we are working diligently to enhance our guest experience. Sincerely, Sonesta Management Team
hotel rooms were dirty and lacked in-room microwave facilities
Business reply on Google
Dear Samuel, We are truly sorry to hear about your recent experience with us. We take cleanliness very seriously, and we are disappointed to learn about your observations regarding the room. Providing a convenient and comfortable stay is important to us, and we understand the inconvenience of not having a microwave in your room. Your feedback is valuable as we continuously seek ways to improve our services. Sincerely, Sonesta Management Team
broken room coffee machine and unhelpful staff response
Business reply on Google
Hi Tamara, Thank you for sharing your experience. We apologize for the inconvenience you faced with the in-room coffee and the response from our team. Ensuring our guests have a pleasant stay is important to us, and we are addressing this issue to improve our service. Your feedback is valuable. Sincerely, Sonesta Management Team
Unfriendly staff, mold in shower, and unexpected parking fees.
Business reply on Google
Hi Daniel, We appreciate your feedback and are sorry to hear about your experience during your stay. Our team strives to provide friendly service, and we regret that we did not meet your expectations. The cleanliness of our facilities is very important to us, and we will address the issue with the shower promptly. Additionally, we understand the concern regarding breakfast and parking fees, and we offer valet parking at $18 per day. Your comments are valuable as they help us improve our services. Sincerely, Sonesta Management Team
Hotel rooms were dirty and staff failed to address noise complaints.
Hotel failed to honor the confirmed check-in time.
Business reply on Google
Thank you for sharing your experience with us. We apologize for the inconvenience regarding the check-in time and any miscommunication that may have occurred. Ensuring accuracy in our information and delivering exceptional guest experiences is important to us. Your feedback is valuable and will be addressed with our team to help improve our operations. We appreciate your patience and understanding. Sincerely, Sonesta Management Team
Room location caused excessive noise and fan settings were unavailable.
Business reply on Google
Hello Daniel, Thank you for sharing your experience with us. We apologize for the inconvenience you faced with the room location and the fan settings. Your comfort is important, and we regret any disturbance caused. Please know we will address these concerns with our team to improve for future stays. Sincerely, Sonesta Management Team
Bed bug infestation in hotel room with poor management response
Business reply on Google
Hi Victoria, I’m very sorry to hear about your recent experience and want to make this right. Unfortunately, I’m unable to locate a reservation under your name in our system. If you could please contact me directly at (408) 441-6111 or by email at [email protected] , I’d be glad to personally assist in resolving this matter as quickly as possible. We take all guest concerns seriously and want to ensure they are addressed properly. I look forward to speaking with you soon. Sincerely, Elyas Ahmad General Manager Sonesta Select San Jose Airport 1727 Technology Drive, San Jose, CA 95110 (408) 441-6111 | [email protected] Sonesta Management Team
Unsanitary room conditions and safety concerns regarding hotel location.
Business reply on Google
Dear Lisa, Thank you for taking the time to share your feedback. I’m truly sorry to hear about your experience — this is not the level of service or cleanliness we strive to provide. Your concerns are very serious, and I want to make this right. I was unable to locate a reservation under your name, so I kindly ask that you contact me directly at the hotel at your earliest convenience. You can reach me by phone or email, and I’ll personally address these issues to ensure they’re resolved appropriately. Your comfort and safety are extremely important to us, and I truly appreciate you bringing this to my attention. Sincerely, Elyas Ahmad General Manager
room infested with cockroaches and poor sanitary conditions
Business reply on Google
Hi Kathleen, We deeply apologize for the issues you encountered during your stay, particularly with cleanliness and the lack of available amenities upon your late arrival. Your feedback is invaluable, and we will address these concerns with our team to ensure improvements are made. Thank you for bringing this to our attention. Sincerely, Sonesta Management Team
Hotel failed to provide room upon arrival despite confirmed reservation.
Business reply on Google
Dear Aaron, We apologize for any inconvenience you encountered when checking in. We aim to ensure that rooms are ready for your arrival, and although there are various reasons that cause delay, any information should be relayed to the guest with great care and attention to ensure that specific concerns are addressed. Rest assured, we take all feedback into consideration to ensure that we are providing our best. Your insight is valued, and we hope for the opportunity to welcome you back for an improved experience.
Theft of tools from vehicle due to inadequate hotel security measures
Business reply on Google
Dear Freck, Thank you for taking the time to share your feedback regarding your recent stay with us at Sonesta Select San Jose Airport. I sincerely apologize for the issues you experienced both with your guestroom and during your time on property. As mentioned during your conversation with our team, the hotel is not responsible for damages or theft of vehicles, and we do have multiple signs posted throughout the parking lot as well as clear disclaimers on the parking passes provided at check-in stating this policy. That said, I completely understand how upsetting and disruptive this situation was for you. In addition to the unfortunate incident in the parking lot, I also want to apologize for the maintenance issues in your room and for our failure to address them promptly after you reported them. This is not the level of service we strive to provide, and I regret that we did not meet your expectations. As a gesture of goodwill, I would like to extend 25% off your bill for this stay and that will be refunded back to your account in the next 7-10 business days. Additionally, if you choose to stay with us again in the future, please reach out directly to the management team on propert
hotel room was dirty and lacked basic furniture and amenities
hotel has moldy smell and poor hygiene standards
Business reply on Google
Hello Rio, We deeply regret hearing about your experience during your stay. Concerns about parking and cleanliness are a top priority for us, and feedback like yours is invaluable in helping us improve. We appreciate your insights and will be reassessing our services to better meet expectations. Sincerely, Sonesta Management Team
hotel failed to refund cash deposit and made unauthorized card charges
Business reply on Google
Hello Alfonso, We apologize for the challenges you faced during your stay. It is concerning that you did not receive a refund and faced issues with the payment process. Resolving such situations is important to us and our guest services team is available to further discuss this matter. We are committed to addressing your concerns and ensuring you have a satisfactory resolution. Sincerely, Sonesta Management Team
Vehicle broken into and luggage stolen due to lack of security
The hotel has failed to return the security deposit after fifteen days.
Business reply on Google
Hi Goth Man 1999, Thank you for sharing your feedback. While we are glad to hear you enjoyed the room and location, we apologize for the inconvenience regarding your deposit return. We assure you that this matter will be reviewed thoroughly. We appreciate your patience and thank you for bringing this to our attention. Sincerely, Sonesta Management Team
Staff failed to provide shuttle service and ignored requests for assistance.
Housekeeping failed to arrive and airport shuttle service was unreliable.
Business reply on Google
Alvaro, it's regrettable to learn about the numerous challenges you encountered, notably regarding the housekeeping and shuttle services. Changes have been made for guests to request specific services, but it disappoints us that this might have added to the frustrations of your stay. To learn you found our team members rude is truly concerning. This is not reflective of our standard, and we will look into it immediately. It's unfortunate that your experience was less than satisfactory, and we can only hope to have an opportunity to better serve you in the future.
excessive wait times and unprofessional shuttle driver behavior
Business reply on Google
We apologize for the inconvenience. Thank you for bringing this to our attention.