The Row San Jose, BW Signature Collection

Business reply on Google

Dear Allison; Thank you for your feedback regarding your recent stay at The Row Hotel San Jose On behalf of our entire team, I apologize for not exceeding your expectations. Your satisfaction is important to us, and we will use your feedback to implement improvements and ensure we offer a better experience for guests in the future. If I can assist, please don't hesitate to contact me directly at [email protected]. Safe travels! Sincerely,

Business reply on Google

Dear James; Thank you for your feedback regarding your recent stay at The Row Hotel San Jose On behalf of our entire team, I apologize for not exceeding your expectations. Your satisfaction is important to us, and we will use your feedback to implement improvements and ensure we offer a better experience for guests in the future. Safe travels!

Business reply on Google

Dear Daisy; Thank you for your feedback regarding your recent stay at The Row Hotel San Jose. On behalf of our entire team, I apologize for not exceeding your expectations. Your satisfaction is important to us, and we will use your feedback to implement improvements and ensure we offer a better experience for guests in the future. Travel safely!

Business reply on Google

Hi Jobe, We deeply apologize for the unsettling experience you had during your stay. Safety is our top priority, and we take this matter very seriously. Our Trust and Safety team is actively reviewing this incident and investigating it thoroughly. We want to assure you that our codes are unique to each room, and our records indicate that the codes were shared within your group. However, we understand the gravity of the situation you've described, and we're committed to resolving this issue. If you have any further questions or would like to discuss this matter further, please don't hesitate to contact us. Sincerely, Team Kasa

Business reply on Google

Hi Дарья, We appreciate your feedback and sincerely apologize for any inconvenience you experienced during your recent stay with us. It's important to note that our property strictly enforces a no-smoking policy in all indoor areas, including rooms without opening windows. The presence of smoke detectors is vital for the safety and comfort of all our guests. When any remnants of smoking are detected, we are obliged to take appropriate actions in line with our policies. We understand that this situation may have taken you by surprise, and we apologize for any confusion or frustration it may have caused. Ensuring a safe and pleasant environment for all our guests remains our top priority. We want to clarify that our property does not provide traditional room service. Instead, we offer housekeeping services upon request, with charges applicable. Alternatively, we have a Concierge Closet where guests can access room replenishments. Once again, we apologize for any inconvenience you may have experienced, and your feedback is highly valuable in our continuous efforts to enhance our services. If you have any further questions or concerns, please do not hesitate to contact us directly. Tha

Business reply on Google

Hi Lee, We sincerely apologize for any inconvenience you encountered during your stay. We understand that the online self-check-in process didn't align with your expectations, and we regret that you didn't receive the anticipated instructional email. Your patience during the assistance provided by our customer service representative is greatly appreciated. Regarding the fire alarm incident, we are very sorry for the disturbance and any resulting inconvenience. Safety is of utmost importance to us, and we treat such situations with the highest priority. Rest assured, we will conduct a thorough investigation into the alarm activation to identify and rectify any underlying issues, ensuring that such occurrences are prevented in the future. We also apologize for the delay in addressing your complaint and empathize with your frustration. Your feedback is invaluable, and we are committed to improving our services to provide a smoother and more enjoyable experience for our guests. Sincerely, Team Kasa

Business reply on Google

Dear K.V.I, We are deeply sorry for your distressing experience during your stay with us. We understand how important a comfortable and pleasant stay is, especially considering your delicate condition. We apologize for the smoke smell in the property, as it should be a non-smoking environment, and we will address this issue promptly. We recognize that our team should have been more attentive and responsive to your complaints, and we apologize for not being able to satisfy your needs. We are committed to making necessary improvements to ensure our guests have a pleasant and stress-free experience with us. Your satisfaction is of utmost importance, and we deeply regret that we fell short of your expectations. If you reconsider staying with us in the future, we would be grateful for the opportunity to make it up to you and provide you with the exceptional experience you deserve. Thank you for bringing these matters to our attention.

Business reply on Google

Dear Robert, We're truly sorry to hear about the difficulties you encountered during check-in due to an unforeseen system error linking your name to a blacklisted individual. It's hugely unfortunate that the mix-up left you unable to access your booking, especially as our team could not rectify the issue immediately. The inconvenience and frustration caused, along with the unplanned expense of having to secure alternative accommodation at the DoubleTree hotel, is regrettable. Your comparison with the support system at Airbnb underlines a key aspect we need to improve upon. Prioritizing guest satisfaction through implementing contingency measures and an efficient support system is indeed crucial. Your feedback drives home the need to strike a balance between embracing new technologies and keeping a human touch for instances like yours. This incident is a valuable learning opportunity, and we assure you we'll make every effort to avoid such instances and improve our guest experience. We sincerely apologize again for the unfortunate incident and hope you'll give us another chance to serve you better in the future. Thank you for your feedback.

Business reply on Google

Dear Grace, We sincerely apologize for the disappointing experience you encountered at our property because of the multiple issues you encountered. Comfort and cleanliness are of utmost importance to us, and we deeply regret that we fell short of delivering these to your satisfaction during your stay. Your feedback is invaluable to us, and we truly regret that you left our property feeling uncared for. We acknowledge the missed opportunity to address your concerns promptly and turn things around for you. Rest assured; we are actively working on improving our services to ensure a significantly enhanced experience for all our valued guests.

Business reply on Google

Dear Jen, We sincerely apologize for the issue with your door lock, and we understand how concerning this must have been for you. Our records show that we have successfully repaired the lock, with your acknowledgment. We're sorry you found our resolution insufficient, and we thank you for your honest feedback.

Business reply on Google

Dear George, Thank you for sharing your experience and allowing us to clarify the issues you encountered during your visit to our property. A pre-authorization amount was automatically processed on your account at the time of booking. This is customary for all reservations and is not deducted from your account until your trip has concluded. Unless there are add-on services you wish to purchase for TV entertainment, we do not charge fees for using the TV in our guest rooms. On the subject of customer service, we acknowledge how, based on your experience and interaction with our team, we've had hits and misses. Your comments allowed us to reflect on what we could have done better. George, we offer our sincerest apologies for failing to deliver a memorable experience during your first visit to The Row. You provided valuable points, and we are grateful for your feedback. We hope you can give us another chance to serve you better on your future travels to San Jose.