DoubleTree by Hilton Hotel Campbell - Pruneyard Plaza — Hotel in Campbell

We had our Wedding just this past Saturday, December 18th, 2021 by Emily & Janeen. We signed up early 2021 to have our Wedding planned by Emily; we loved her energy and felt comfortable moving forward with her. Emily was not there for our Wedding Day, nor were we told in advance she was going to leave our entire wedding in the hands of her new hire assistant, Janeen, while she went on vacation during our Wedding Day. I was only told she had hired Janeen to help out with our wedding, not that she would completely take over the planning of our Wedding Day. We had signed a contract for a scheduled payment plan that was not followed, and we ended up being charged the final amount for the Wedding a FULL Week (7 days) early due to Emily mistakenly confusing us with another couple before leaving on her third vacation on 12/06/21. Janeen also had to be corrected multiple times on several errors in our final invoices, which caused us discomfort and irritation towards Janeen, thanking the sole saving fact that we would be taken care of by Emily on our actual Wedding Day. The night of the Dinner Rehearsal, we asked Janeen about the room for the Bride and Mothers I had told her and Emily we would need during a meeting 2-3 weeks before the final Wedding Day; only to be told she did not have any notes of this after I explicitly told them the Bride and Mothers needed a room the night of, so that they could all comfortably get ready for the Wedding on Saturday. We were only comp'd a room, after arguing with Janeen over the phone because she forgot to write down those notes. The Wedding Day proved just as stressful, as the Bride and Mothers were asked at 3pm to switch rooms to finish getting ready, when the Wedding Ceremony started at 4pm. We were told by Emily during our first meeting with her, that she would be a "fly on the wall" and we would not see/hear her unless it was of upmost importance; however, Janeen was everywhere the Bride was, constantly asking her questions she should have already had answers to, or should have asked prior to the DAY OF THE WEDDING. Janeen failed to remember about a white pathway for the Ceremony, causing much frustration to all. At no given time, were any of the Bridal Party given any sort of Price List for the Bar we had set to a $500 limit, and within half an hour, we were already at $414. We had told Emily that we wanted a Sweetheart Table, while Janeen had no notes of any of this and we had to tell her that she was mistaken and we wanted a Sweetheart Table. We had a DJ who was supposed to announce the food items and have the guests raise their hands for whatever they had ordered, but instead, Janeen had servers come and ask our Guests separately what they had ordered....again frustrating all. The Sonoma Chicken I, the Groom/Husband, received was so undercooked the meat inside was still BRIGHT PINK. I have taken several photos, and I am embarrassed to think of How many of our guests received the same "cooked" chicken after being told of how great the Chef was here by Emily herself. Missing at the Sweetheart Table, was a bottle of both Wine and Champagne, we were only given a glass of Champagne and nothing else but water; whilst every other table had all 3: Water, Wine, Champagne. Missing at the reception were (5) charger plates to be set on the 5 tables for our guests, 1 bottle of Chardonnay and 1 bottle of Cabernet for each and every table All the windows on the first floor were supposed to be covered, and they were not. The Hotel was supposed to hand out Wedding Favors, and they did not. Thanks to all of these combined errors, the Bride was upset and overwhelmed for a majority of her own Wedding; which is simply unacceptable. We had signed up to have our Wedding taken care of by Emily, and had we known she would not have the time herself to take care of us....We would have asked for a FULL REFUND and picked another Venue. We will not be recommending this...

The missing money issue got fixed pretty fast once I ran it up the ladder but now I’m locked out of my room and I’m an amputee and my legs hurting so I don’t want to have to run all the way down to the front desk and back. I have soft tissue so I can only walk so much in a day and the guy hesitates uncomfortable for like a minute and finally says I’ll have to wait because he’s the only guy at the front desk . But he could have a bartender or another worker like a cleaner come and run it up to Me. Instead of making we wait like an idiot outside my door and when he brings me the key he complains about the weed smell first of all I have weed in the safe it’s prescribed by a Kaiser doctor for my phantom limb pain. I don’t smoke where I lay my head at . I smoke outside and that’s it, if it’s the smell it’s from my bag which I just put in the safe to appease everyone and he said that they came in my room to cleaned noticed odor well my room and bed wasn’t cleaned in fact the room is still very messy . I probably wouldn’t stay here again. I’ve been nothing but nice to the staff I’ve tipped well given the staff gifts and this is the thanks I get ? 40 dollar cigars aren’t cheap . So it’s clear to me he came in here to snoop. I would never do that to a guest at my hotel without them knowing and consenting to it even if I have the right to search there room. Hope I don’t get charged that 250. Also I asked for my burger for my husband to be reheated I was told yes if I brought it down my self (I’d never make a guest bring something down) when I worked at Marriott i was on it the guest wanted something all they had to do was wait until I could make it happen. Then the bartender tells me I should wait down here because they won’t bring it back up to me. I wish I worked at this hotel id talk to the guests Ike family and not with an agitated energy when...

The service was horrible because of what I experienced on Mother’s day :( On Sunday morning my husband and daughter woke up hit by the water leaking from the ceiling. Since the bed was nearby the toilet, my husband felt really bad. Even the color of the water was yellowish!!!! 🤮 My husband told the front desk, the manager on that day only said sending the maintenance.. so my husband had to go and ask for changing room again. They said sorry but their attitude was like so what?!! wow… i was very disappointed. Our family was supposed to meet our friends and hang out with them but our mother’s day was ruined. My husband usually works on Sunday but because of mother’s day he even asked for a vacation at work. I felt really really terrible and depressed… And the hotel sent a person to move the luggage but at that time I was on the phone to complain of what happened to hilton customer service center because of it.. so asked the front desk to come back 5 minutes later but no one came back until I went and asked again. We waited more than 20 minutes the door opened while my baby tried to get out of room so i had to struggled with him 😵 Even an unknown child ran into our room and jumped on the be with screaming wearing shoes🫨Since I reserved this hotel for two weeks with kids, I had so much stuff!!! I had to move all of them and organize them again. I spent more than an hour to do that.. my mother’s day was all ruined… Im so sad 🥲 During the rest of the stay, no one explains what was the unknown liquid from the ceiling and no one said sorry 😢 I even thought that i experienced such thing due to the race..

Even though the other staffs were very nice and sincere, the person who dealt with the issue on Mother’s day was not :( Thankfully the hilton took care of my case but anyway I was so sad what happened on Mother’s...