The Cupertino Hotel — Hotel in Cupertino

Edit: Had to take off 2 stars. Turns out there was a lot of black mold on all the corners of the bathroom ceiling that I noticed randomly yesterday after 5 days of stay. It would've taken longer to spread as it was creeping down the door frame. Was initially told by my concierge to go and wait in our room for maintenance (told they'd come immediately) which is odd since staff should've come and checked and immediately moved us instead. Waited half an hr and went to check again and then they tell us maintenance was busy so concierge moves us. Room we're moved to also has black mold :

Disappointed over Lost Items and Lack of Urgency

I stayed at The Cupertino Hotel on August 28 and checked out the morning of the 29th. I’ve waited until now to post this review because I wanted to be absolutely sure I hadn’t misplaced my things elsewhere and made a fool of myself. Unfortunately, I hadn’t and I'm still bummed out.

Every night before work, I place my essentials (my watch, earrings, ring, badge, and pen) together in the same spot so that I can grab them all at once while getting ready in the morning. It’s part of my routine. The morning of the 29th, I put on my badge and watch and clipped my pen into the pocket of my scrubs, as I always do. I didn’t put on my earrings or ring yet because I still had to apply a sticky product to my hair.

I finished getting ready and left the hotel at 8:30 AM for my shift at 9. At 8:40 AM I realized I hadn’t put in my earrings. I immediately called the front desk and spoke to Luis. I told him I was staying in room 408 and just left. I was on my way to work but left my diamond earrings in the room. I asked if someone could grab them and hold them for me. He asked if I had checked out. I said no, not in person, but I wasn't returning. I didn't have a reservation there for tonight. His response: "OK". He didn’t even ask my name or where the earrings were. I asked if I should call back or if someone would follow up with me, and he just said to call back.

At this point I was getting a little worried. Our conversation wasn't exactly reassuring. It didn't seem like there was any urgency or plan of action on his part. But I couldn't turn around and get them myself as I would be late for work. So I called right back at 8:50 AM to give him my name, the room number, and exact location of the earrings. I told him I’d call back later to arrange pick-up. Knowing checkout was at 11:00, I called again at noon, thinking that maybe at least a housekeeper had come by and they'd have the earrings in their possession. Luis placed me on a brief hold and said the housekeeper hadn’t gotten to the room yet. He told me to call back in 20 minutes. I get the hotel is busy in the mornings, but over 3 hours had passed since I alerted them that I had left behind my diamond earrings.

At 12:15 I had my lunch break. I decided that since no one had been to the room yet, that maybe I could just rush there and retrieve them myself. It was a 20 min drive to the hotel so I arrived around 12:40-45 PM. Luis was kind enough to leave the front desk to escort me to the room himself. When we got there the door was open and it had appeared to already have been cleaned. The housekeeper was there. I don’t speak Spanish fluently, but I understood enough to know she was saying they weren’t here or there or anywhere else. Her tone was defensive and even a little aggressive. My lunch break was soon over, so I asked if I could take a quick look over the room and found nothing.

To be clear: I’m not accusing anyone of stealing. I understand that if you leave something behind, especially outside the safe, after checkout, the hotel isn’t technically liable. But I called immediately, gave detailed instructions, and asked only that someone retrieve my earrings before the room was cleaned. It wasn't a vague or casual request. These were a gift from my mom when I turned 18. I'm 42 now. Again, I know hotels are busy in the mornings with checkouts and turnovers, so I had patience and grace with them throughout the morning.

Instead, I was met with delay, indifference, and no urgency at all, whatsoever.

Please, to The Cupertino Hotel management: take this seriously. All I wanted was a little care and prompt action. I hope no other guests have to go through something like...

I stayed at The Cupertino Hotel on August 28 and checked out the morning of the 29th. I’ve waited until now to post this review because I wanted to be absolutely sure I hadn’t misplaced my things elsewhere and made a fool of myself. Unfortunately, I hadn’t and I'm still bummed out.||||Every night before work, I place my essentials (my watch, earrings, ring, badge, and pen) together in the same spot so that I can grab them all at once while getting ready in the morning. It’s part of my routine. That morning, I put on my badge and watch and clipped my pen into the pocket of my scrubs, as I always do. I didn’t put on my earrings or ring yet because I still had to apply a sticky product to my hair.||||I finished getting ready and left the hotel at 8:30 AM for my shift at 9. At 8:40 AM I realized I hadn’t put in my earrings. I immediately called the front desk and spoke to Luis. I told him I was staying in room 408 and just left. I was on my way to work but left my diamond earrings in the room. I asked if someone could grab them and hold them for me. He asked if I had checked out. I said no, not in person, but I was staying elsewhere and wasn't planning on returning. I didn't have a reservation there for tonight. His response: "OK". He didn’t even ask my name or where the earrings were. I asked if I should call back or if someone would follow up with me, and he just said to call back.||||At this point I was getting a little worried. I couldn't turn around and get them myself as I would be late for work. I didn't have a great feeling after that interaction. So I called back at 8:50 AM to give him my name, the room number, and exact location of the earrings. I told him I’d call back later to arrange pick-up. Knowing checkout was at 11:00, I called again at noon, thinking that maybe at least housekeeper had come by and they'd have the earrings in their possession. Luis placed me on a brief hold and said the housekeeper hadn’t gotten to the room yet. He told me to call back in 20 minutes.||||At 12:15 I had my lunch break. I decided that since no one had been to the room yet, that maybe I could just rush there and retrieve them myself. It was a 20 min drive to the hotel so I arrived around 12:45 PM. Luis was kind enough to leave the front desk to escort me to the room himself. When we got there the door was open and it had appeared to already have been cleaned. The housekeeper was there. I don’t speak Spanish fluently, but I understood enough to know she was saying they weren’t here or there or anywhere else. Her tone was defensive and even a little aggressive. My lunch break was soon over, so I asked if I could take a quick look over the room and found nothing.||||To be clear: I’m not accusing anyone of stealing. I understand that if you leave something behind, especially outside the safe, after checkout, the hotel isn’t technically liable. But I called immediately, gave detailed instructions, and asked only that someone retrieve my earrings before the room was cleaned. It wasn't a vague or casual request. These were a gift from my mom when I turned 18. I'm 42 now. I know they are busy in the mornings, so I had patience and grace with them throughout the morning.||||Instead, I was met with delay, indifference, and no urgency.||||Please, to The Cupertino Hotel management: take this seriously. All I wanted was a little care and prompt action. I hope no other guests have to go through something like...