San Jose Marriott
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Historical Traveler Reviews San Jose Marriott
Modern and spacious, great for Convention Center
Of the 2 hotels adjoining the Convention Center, I think the Marriott is newer and nicer, and also closer to the downtown restaurants. I got a very large and bright (large windows on 2 sides) corner room, and everything was new and spotless. The gym (24 hour) and pool were nice, with moden equipment and fresh fruits. The restaurant was pretty good, if a bit expensive and slow. Overall the public areas were spacious, modern and tastefully decorated. Every staff I talked to was nice and helpful.
The only gripe I have was the $10 for high speed Internet. But from my room I can get to the San Jose free Wifi (---), so I didn't end up having to pay for it.
Lovely Hotel, Slow Restaurant
I'm rating this hotel excellent, because that is how I believe the room and the service are at this hotel. This is our second stay at this hotel -- this time was Jan. 23-28, 2005. The bed is among the most comfortable I've had (down comforters, down pillows), the rooms are decorated in nice colors, and the bathroom was large. The staff was incredibly friendly. Everyone who passed us in the hall or in the elevator asked if we were enjoying our stay and if everything was okay. Although this is not a place for restaurant reviews, I feel it is important to mention the service at the hotel's restaurant, Arcadia, because hotel guests use this restaurant. The food is very good, and the presentations are appealing, however, the service is incredibly slow. We ate here three times. The first was a business lunch. I ordered the Express Lunch -- a misnomer, because it took the longest to arrive. We all waited about 30 minutes for our food, but as we had a lot to discuss, it wasn't such a problem. The next morning for breakfast, two of us ordered eggs over-easy with toast, while our guest opted for the breakfast buffet. Our guest had been back to the buffet three times before our eggs & toast arrived. The wrong toast was delivered to me, but the thought of waiting another 40 minutes for the whole wheat toast I ordered prompted me to just eat my English muffin & be quiet. The next day, I came alone for a "quick" lunch, and I arrived before the lunch crowd. I ordered soup & salad, which I thought might be the fastest thing on the menu. This time I timed them. I placed my order at 11:50 pm; begged for a piece of bread at 12:10; asked the waitress where my lunch might be at 12:20. The manager finally delivered my soup & salad to me at 12:27. I overheard the manager even suggesting to one customer to leave because they could not meet his request for something quick so that he could get to the airport. Folks, this is a convention hotel, attached to the convention center. The service should be quicker, a lot quicker for such a hotel. I do several conventions a year in many different cities. Breakfast, especially, is usually very quick. I've never had to wait 40 minutes for two eggs & toast! I've never had to wait almost 40 minutes for soup & salad!
A great stay & a great price
I enjoy my stay everytime! Their beds are amazingly comfortable, almost as great as the Westin's heavely beds. Hotel staff is always pleasant and professional. If you are choosing to stay in downtown san jose, make sure you priceline all 3star hotels in this area. 8 out 10 times you will get this Marriott (most likely because it has the most rooms) for under $50. Excellent stay!
The Marriott's a fine choice in San Jose
My wife, 8 year old and I enjoyed a night at the new but pretty San Jose Marriott. It's centrally located across from Downtown's Cesar Chavez Plaza (as are the Hyatt Saint Claire and the Fairmont). Our $139 rate covered the room, parking (normally $19) and a buffet breakfast for the three of us. The view from the 19th floor was as good as the San Jose haze allowed, and the room was nicely furnished (if a slightly odd L shape). The room had enough light, was dark enough at night and had a decently long bathtub (alas it was too cold to use the outdoor pool and hot tub). Beds were comfy. Four elevators meant short waits to get up to the room, even though the hotel seemed fairly (but not completely) full.
The valet drop off and entry is a bit of a problem, especially since they only have valet parking. They have so little space that they wind up parking cars on the sidewalk. Also because they unfortunately keep one ground floor door (the one closest to the plaza) locked, the only way in is through the parking area.
We asked for hypoallergenic pillows since my wife's allergic to feather pillows. This took two phone calls and wasn't done terribly graciously, though we did ultimately get all the pillows replaced.
Couldn't ask for more!
After reading the review of the Fairmont hotel, we opted to go w/ the Marriott. We were attending a wedding at the Fairmont last weekend and even though we opted not to stay at the Fairmont, we got to experience their horrible service first hand.
Enough of the bad, let's talk about the good. The service at the Marriott was TOP NOTCH. From the moment we arrived to the moment we left, we waited for NOTHING and were waited on hand and foot where needed. We asked for a movie nearby and without a second hesitation, they printed out movie times for us - NO CHARGE! They called us a cab, opened doors, were courteous, and seemed genuine about it. Would stay again in a HEARTBEAT!
May 2004 visit to San Jose Marriott
The San Jose Marriott is such a physically impressive and modern hotel that I believe it deserves to be, at least, the West coast flagship for the Marriott chain.
Due to a reservation mixup with the Marriott 1-800 folks, I communicated with the general manager prior to my stay and was upgraded by him to a lovely junior suite. This gentleman carries a standard of professionalism and courtesy which if his staff would only emulate would then, in turn I believe make the property almost perfect.
The physical facilities are exemplary with the exception that I had some trouble regulating the flow of air conditioning. It did not seem as simple as entering 68 degrees with the temperature subsequently modulating within a few degrees around that point while I was there; also, I was unable to convert the Celsius readout to Fahrenheit which a user should be able to do - that may have been a glitch in my temperature console or possibly my own stupidity!!
The bedding was above excellent. I had a very restful and comfortable sleep all three nights. The shower, outside noise abatement, and room aesthetics were excellent. There were teens (wrestlers convention) on every floor and I barely heard them from within my room. The shower had great pressure and sensitive temperature control (however the bathtub does take some time to fill) and there was even a lit vanity mirror. The room aesthetics and the size of the room and bathroom were extremely satisfactory. It was a nice home away from home for my brief stay.
I would rate the service overall as average. There was no regulation of the check-in line; after standing in a somewhat haphazard line for more then five minutes, two airline pilots walked into the lobby and up to an open agent who handled their checkout without the agent acknowledging that several people were standing and waiting.
I had a reservation at the restaurant for dinner on my second night; spoke to the hostess in person at some length on my first night while having a drink in the bar which adjoins the restaurant to confirm my reservation and request a specific table and when I came in the next night (yes, just 24 hours later), she had no idea who I was (sorry, guess I don't make a first great impression) and even asked me if I had dinner there the previous night. (I also came in for a drink in the same lounge earlier, around 4 p.m. and after sitting at a table for just a few minutes reading my book, she walks over and informs me that I have to go to the bar myself to get a drink since there are no servers on duty - - I'm sorry, but if I were in her position, I would have taken my drink order and brought it to the customer.)
I phoned for turn down service the first night at 9:30 p.m. and was told by the guest service agent that I could not be accommodated because it ends at 10:00 p.m. (the humorous note is that I didn't look at the time on my watch until I was on an elevator going to the lobby ten minutes later for a magazine and a bottle of water). This guest service agent informs me on the phone that if I only took the time to read the guest services book to see what hours the turndown service is provided (then I wouldn't be bothering her now - - in parethenses is my conjecture) and when I do look at the book, there are no hours of service listed.
Then, while on the elevator heading down to the lobby, I realize that it's not even 10 p.m. yet. I stop at the front desk to mention this snafu and they were even less enthused towards I guess my silly request then the young lady I spoke with on the phone.
Finally, I took my car out twice and handed the valets five dollars upon receiving the car out of the garage and both times, the young gentleman failed to acknowledge the gratuity.
These are the little things which separate a good property from a great one. Would I return?....only if I were in San Jose for business, then probably yes.
Had a great stay at the Marriot San Jose
The Mariot San Jose is an excellent hotel. I enjoyed the clean and comfortable rooms, they were quite large and very clean. The breakfast was wonderful. I was also very impressed with the service and the valet parking was great. Would definitely stay there again on my next trip to san Jose.
The place to stay in San Jose
We stayed at the SJ Marriott for three days. From the time that we drove up, the staff welcomed us warmly and were extremely courteous and helpful..Both the hotel property and the room were perfect. I had stayed in a few Holiday Inns recently and forgot what a really good hotel is really like. From the way that the hotel staff functioned and the maintenance quality of the hotel, it is obvious that this property is supervised by top notch management.Fred KatzHauppauge, NY
A Wonderful Experience
We stayed at this brand new San Jose Marriott which is connected to the Convention Center. We were there for a conference and the hotel was at full capacity. Regardless of this, our check-in was a breeze, they booked us in a great corner room for the conference rate, the staff was attentive and accommadated every request we had. There were many many familes with small children in our group and the pool which was no higher than 3 1/2 feet was a welcome blessing for us, it was a beautiful property with a pleasant and caring staff. The "At Your Service" button on the phone made it easy for us to get directions to the nearest fast food restaurants, have our juice boxes refrigerated, obtain city information as well as make arrangements for wake-up calls and check-out. I would highly recommend this Marriott to not only business travelers but to all travelers. We were so grateful for the great experience and will be back next year!!!
Beautiful hotel with poor customer service!
This is a very attractive hotel. It is too bad the staff at this hotel don't seem to understand what customer service is all about.
Not only were we overcharged by almost $85, almost every interaction with this hotel's staff was unpleasant. At check in, we had to convince the agent to take our $100 gift certificate as a partial deposit. We asked, on our reservation, for a room on a high floor. Maybe they were out of them, but we found that we weren't even halfway up. The hotel was NOT full. Our thermostat in the room was reporting that it was 60 degrees but in fact it was more like 75 (it was room 901) -- acceptable but just barely. They had beautiful down comforters and down pillows, but it wasn't possible to get the room temperature low enough to use them. This $105 room rate ended out costing us almost $250.
At breakfast (which was supposed to be included in our room rate), we arrived at 10:30. We were told the breakfast buffet was over and we'd have to pay for brunch. After we were seated, we found that there was plenty of food left at the buffet, and that they didn't intend to clear the buffet for at least 30 minutes; plenty of time for us to eat. At check out, the lines were wrapped around the lobby with only one clerk attempting to check in and out at least a dozen guests. We chose to drop off the key.
When we arrived home, we found our credit card was overcharged by almost $100. When we called the hotel they tell us there is no way they can reverse our charges and suggested that I send an email to their accounting guy, Lee.Hoang@sanjosemarriott.com. I sent him a specific accounting and requested his assistance with regard to being overcharged. His response? I wish I could quote it, but that appears to be against the policy here. Basically he said that we were seated after 10:30 so we have to pay for brunch. Maybe if we didn't have to wait 10 minutes when we arrived just before 10:30 we might have avoided this charge. After a volley of emails, they eventually credited us for the buffet breakfast and they explained that the other $50 is just an authorization hold (which they didn't use).
As I'm normally not one to complain, I normally would not have said anything. I even find one or two of these bloopers "acceptable", but the combination of being overcharged along with the number of errors this staff made is not acceptable to me.
I've travelled all around the world and have never seen such poor customer service from what should be a world-class hotel. If I have the opportunity to travel to San Jose again, I'll be sure to avoid this hotel, and hope that by posting this review, others will avoid the mistake I made.
TripAdvisor Reviews San Jose Marriott
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