Hilton Garden Inn Santa Ana San Jose — Hotel in Santa Ana

Stayed in Jan/Feb 2024.

There’s no kettle, no facial cotton/cotton bud, no room slippers, no alarm clock, shows on TV all in Spanish, don’t even have music channels. Reception being on 2nd floor is annoying because on the way out, you have to stop on 2nd to speak to reception, then get back in the lift and go 1st floor. If there was a stair case not so bad. There was a power cut last night that went on for a few hours. I came back to the hotel at 7pm and lifts were not working, no sign what so ever and place was dark. After a bit of searching, I found the staircase and walked to the 2nd floor. Upon asking the reception, they explained to me the issue and said can't give a time when it will be resolved. I told them to put a sign up on the ground floor lifts because guests like me would be very lost and confused and she said ok but I don't think they did anything about it.

Air con in my room keeps getting turned off centrally. When I turned it on, the error msg states that centrally controlled air con cannot be changed. Each time it happens, I inform reception and they say someone would come up to check but the only thing their technician does is to turn off mmy air con. When I first checked in, I was able to control the temperature but now I can't, again the msg says it's being centrally controlled. Apparently the technician changed the setting to control it centrally, why? Really don't know.

Cleaner doesn't clean room even when DND sign is has been removed for 2 days. Finally called reception to have them clean it next day which they did but only changed the towels and made my bed. Soap, facial cotton and coffee were not topped up.

Only at the end of my 2nd week, somehow they remembered to place minibar items in my room. I don't use it so didn't matter that it was msising for 2 weeks but really, don't they know the services they're meant to provide?

At breakfast, despite me staying there for 4 weeks the staff asked me everyday for my room number. I am not a fan of saying my room number out loud so I will say it softly but sometimes they make me repeat it. I'm a solo woman traveller, I don't want to broadcast my room number to everyone. Seriously, if you want to impress your guest, make an effort to remember their room number!

Even after seating me, the breakfast staff somehow never notices that utensils or cups are missing on the table so we always have to flag them down. They are so unattentive. There can be 3 of them standing around but they just don't pay attention to those seated. But if a new face comes in, they will quickly rush to them asking for room number. Seems all their concern is to charge customers but not to serve them.

Location of hotel was good, a lot of restaurants and cafes within walking distance. The nearest supermarket is just across the road but a few more about a 20 min walk. Nearest mall was a 20 min drive without work traffic. Downtown San Jose was about a 20 min drive too. Uber drivers are quick to arrive.

Overall, I wasn't impressed by this hotel and moved out on my last week to DoubleTree. While the hotel is new therefore still clean and convenience of eateries around, the service was just too frustrating. If the staff made an effort to bond with me, I would have certainty overlooked the many flaws...

There’s no kettle, no facial cotton/cotton bud, no room slippers, no alarm clock, shows on TV all in Spanish, don’t even have music channels.|Reception being on 2nd floor is annoying because on the way out, you have to stop on 2nd to speak to reception, then get back in the lift and go 1st floor. If there was a stair case not so bad.|There was a power cut last night that went on for a few hours. I came back to the hotel at 7pm and lifts were not working, no sign what so ever and place was dark. After a bit of searching, I found the staircase and walked to the 2nd floor. Upon asking the reception, they explained to me the issue and said can't give a time when it will be resolved. I told them to put a sign up on the ground floor lifts because guests like me would be very lost and confused and she said ok but I don't think they did anything about it.||Air con in my room keeps getting turned off centrally. When I turn it on, the error msg states that centrally controlled air con cannot be changed. Each time it happens, I inform reception and they say someone would come up to check but the only thing their technician does is to turn off mmy air con. When I first checked in, I was able to control the temperature but now I can't, again the msg says it's being centrally controlled. Apparently the technician changed the setting to control it centrally, why? Really don't know.||Cleaner doesn't clean room even when DND sign is has been removed for 2 days. Finally called reception to have them clean it next day which they did but only changed the towels and made my bed. Soap, facial cotton and coffee was not topped up.||Only at the end of my 2nd week, somehow they remembered to place minibar items in my room. I don't use it so didn't matter that it was msising for 2 weeks but really, don't they know the services they're meant to provide?||At breakfast, despite me staying there for 4 weeks the staff asked me everyday for my room number. I am not a fan of saying my room number out loud so I will say it softly but sometimes they make me repeat it. I'm a solo woman traveller, I don't want to broadcast my room number to everyone. Seriously, if you want to impress your guest, make an effort to remember their room number! ||Even after seating me, the breakfast staff somehow never notices that utensils or cups are missing on the table so I always have to flag them down. They are so unattentive. There can be 3 of them standing around but they just don't pay attention to those seated. But if a new face comes in, they will quickly rush to them asking for room number. Seems all their concern is, to charge customers but not to serve them.||Location of hotel was good, a lot of restaurants and cafes within walking distance. The nearest supermarket is just across the road but a few more about a 20 min walk. Nearest mall was a 20 min drive without work traffic. Downtown San Jose was about a 20 min drive too. Uber drivers are quick to arrive.||Overall, I wasn't impressed by this hotel and moved out on my last week to DoubleTree. While the hotel is new therefore still clean and convenience of eateries around, the service was just too frustrating. If the staff made an effort to bond with me, I would have certainty overlooked the many flaws...

First, this hotel is beautiful. Hilton did a great job of blending the naturalness of Costa Rica into the design. The front desk staff also speak English if you need help. I speak Spanish but my partner doesn’t, so this was helpful. He can still get service even without me. |This was our first stop after being in Panama and it was such a relief to be in a place where I didn’t hear horns honking from my bedroom all day long. The view from the side of the hotel with the pool did not disappoint(I actually read the reviews here to pick 6th floor over the pool). They are clearing land behind the hotel so I’m not sure how long the view or silence will last. |This hotel also has all of the best Hilton advances, I’m a Hilton loyalist, so that matters to me. Digital key works great here. They had our honors waters in our room instead of forgetting & having us carry them with all of our bags. THEY EVEN LET US CHECK IN EARLY. We arrived around 8:30/9am & were given the option to checkin since our room was ready. FABULOUS SERVICE. I never allow us to remove shoes in hotels, our floors were so clean we could take off our shoes here. House keeping did a wonderful job. The bathrooms are large. |It’s in a plaza & there is also a grocery store across the street. We found this helpful for stocking snacks & drinks for our 4 day vacation. There is also a bank in the plaza so you can get Colones(costa rican dollar) here. Not at the airport with high exchange rates. |The only downside is side is there is not a Soda(costa rican diner) in walking distance, but Soda Angie’s is a 2 min ride away & about $3 on indrive in a car |or $2 on a motorbike. It’s so far from San Jose & the airport so there is no shuttle. However if you are like us & want to do things in the city & countryside then you are in a good middle ground location. If you are a budget travel us indrive or didi instead of uber. There are plenty of drivers in the area so the waits are less than 5 minutes. |Overall I like this Hilton & the room size & cleanliness are an additional bonus...