Hotel Los Gatos — Hotel in Los Gatos

I’m only writing this because I love the hotel Los Gatos and I want them to get their act together. My (now) wife and I have been coming to the hotel Los Gatos at least once a year for the past few years. We live in the area and it’s a really nice place to have a staycation. I actually proposed to her during one of our stays at the hotel. So imagine my dismay when I went through the trouble of organizing a room at the hotel after our wedding - the same room we were staying in when I proposed- and they completely botch it. Months before the wedding, I toured the various suites with the sales person and we booked one of the two deluxe King suites. But actually, let me come back to that in a bit… the DAY OF my wedding, not wanting to deal with the check in process after the reception, I go to the hotel around 1pm with two of my groomsmen in tow and I drop off my wife’s bag and ask if they can put it in the room when it’s ready. I didn’t want to carry our bags to the room after the wedding. I wanted to carry my wife over the threshold! The front desk said “ok”. Sweet! Then, I asked if I could get a key to the room so we could go straight to the room instead of going to the front desk to check in. They said “no” because check-in time wasn’t until 3pm. I did not have time to try and bargain with them so I decided to cut my losses and get ready for my wedding instead. The wedding was fantastic, thank you for wondering. But after the wedding, when we were dropped off at the hotel around 11:30ish-12, the lobby door was locked and there was NO ONE at the front desk. So now my wife and I are sitting outside of this luxury hotel knocking on the windows, hitting the intercom button and becoming more enraged at the fact that THIS IS EXACTLY WHAT I WAS TRYING TO AVOID EARLIER IN THE DAY. Eventually, the front desk clerk comes back from the bathroom. My wife is livid. I’m trying not to blame the poor lady because it’s not her fault in the least. We get checked in, and fearing the worst, I ask “hey you don’t happen to still have our bag back behind the desk do you?” She goes behind the curtain and guess what she walks back out with….any guess? That’s right! THEY DIDNT EVEN PUT THE BAG IN THE ROOM FOR US. Okay! Whatever! Let’s just take a deep breath and get to our room! We get the key, and the room number, and as I start walking toward the room I specifically requested, my wife points the opposite direction and says “our room number is this way” That’s…not right? I very clearly requested the room on the second floor East side, I walked into the room with the salesperson when I made my reservation and said “this is the room”…so let me get this straight: they wouldn’t give me a key to the room. Fine. They weren’t at the front desk when we arrived at the hotel and we were standing outside in our wedding attire. Not good. They didn’t do the ONE THING they said they actually could do when I went there earlier in the day…AND THEN THEY PUT US IN THE WRONG FLIPPING ROOM. I am actually in awe of how poorly we were treated. We could have stayed ANYWHERE for the price I paid but we chose this hotel for special reasons. You should be ashamed. Oh, And Dio Deka wasn’t even open the two days we stayed there so we had to DoorDash food...

Stayed at this hotel for work and it was good overall with some notable mentions and areas of opportunity for improvement.

Positives: The rooms are very spacious providing you with a feeling of home comfort. You can lounge around in either the bedroom or living room area.

There is a digital clock on the nightstand with USB-A and USB-C charging support.

On the coffee table the hotel provides you with a smartphone charging kit in case you forgot it at home.

The mattress and pillows are somewhat comfortable to sleep on (better than most properties) and I was able to get a good nights rest. 7/10 rating as the pillows could use a little more fill to provide better head and neck support. The bed linen did cause some skin irritation but eventually subsided. This could have also been due to dry skin because of the winter climate.

Opportunities: The bathroom lights and fans are wired to motion sensors which makes it noisy when you need to get up in the middle of the night or early morning to use the bathroom. I much rather prefer being able to control the fan through a manual switch. The motion sensor lights also appear to be programmed with a short duration because they will turn off after being in the shower for 5 minutes and you have to open the shower door to reactivate them.

This is probably my biggest gripe about the property. When you activate the shower handle, there appears to be no sensitivity for temperature control. In order to get hot water, you have to turn the shower handle all the way and this produces scalding hot water. When you try to dial the handle back, you continue to get hot water making it difficult to take a shower until eventually it becomes lukewarm. It feels like the hotel property is using a water heater tank because eventually the hot water runs out and you cannot get it back when turning the shower handle forward. This wasn't a one time incident and something that I had to do everyday to take a shower because it starts out very cold. Turn the dial forward, scalding hot water is produced, wait sometime until it starts to cool down to lukewarm, then you are able to shower. I checked with my other colleagues who were staying at the property and they had the same experience.

As a business traveler and someone who is 6ft, the office chair is quite uncomfortable to use for work. The chair is poorly designed requiring me to hunch forward to reach my laptop keyboard, lacks adequate arm, back, bottom support, and creaks quite a bit. This is one piece of furniture the hotel should upgrade.

The floors are very cold at night even with the thermostat set to 70 degrees and require wearing socks. The bathroom floors are tile (which is understandable) but the rest of the room appears to be laminate. I have stayed at other properties with laminate flooring during the winter with no problems so it is not clear to me what the difference is.

Overall I enjoyed staying at this hotel but for the price you are paying, you can find the same if not better level of comfort at...

Los Gatos is my home town and I really wanted to love this hotel. It is a lovely place. Though the value for price really isn't there. Everything from the confusing bellperson service, to room service, and food.

Its really not anyone's fault that works there though. Very lovely people and they want to do a great job. The problem seems from how the property is managed. Because they really don't have a proper hotel kitchen, and they lack all the needed roles of hotel staff, they have the bellpeople running around doing everything that multiple people should be doing in a hotel that costs north of $350/night to stay in.

When we arrived there was only one bellperson there and he was completely stuck helping this other couple. We stood there for over 10 minutes before we gave up and just carried all our stuff in and started checking in. I don't mind carrying my own stuff at all, though this was one of those days I could have really used the help.

Ordering a snack and some bubbly at the pool felt very dis-functional. We had to walk all the way to the front desk, order on a little ipad, and then wait over an hour to get what we ordered back at the pool. By the way, we ordered pita bread with taziki sauce and a bottle of bubbly. When the person came to deliver it he was very friendly and good smile, though the order came wrong and we just gave up and didn't have him fix it (we couldn't stand waiting another hour).

The only kitchen onsite is the restaurant that is next door (sort of part of the hotel), though its not open until 5:30pm. So you can really feel the struggle from the staff if you try to order room-service to the pool or your room (or anything else).

Breakfast was included in the stay but it was awful. This was probably the most off putting part of the whole stay. The idea of breakfast was literally a few bins of cereal and a couple of danishes. Not even a piece of toast or a bagel was available. All the hotel guests were frustrated and confused about breakfast (I think we were all shocked really, especially the class of hotel this is supposed to be). There was this point that there wasn't even bowls left that were clean and I saw a family, by accident, almost try to use already used bowls before they realized there were dirty.

In the end, we were happy to leave. This is not the usual feeling we have when on holiday for a little couple time and mini vacation. Most often when its time to leave a hotel, we want to stay as long as we can (even late check out). We were out of there by 8:30am.

This could be a really great hotel. Here is what I suggest: More hotel staff. Have a hotel kitchen that is operational during most hours. Get the room service/pool service to be excellent (this is important to many people). Make sure there is a quality breakfast so that you send your...