Hilton Garden Inn San Jose/Milpitas — Hotel in Milpitas

THIS HOTEL IS UNDER RENOVATION! BOOK THIS HOTEL IF YOU CAN DEAL WITH CONSTRUCTION NOISESI stayed in this hotel from April 3rd through April 6th, 2025 for 3 nights. Checked in late on 3rd so I tried to get a rest during next day afternoon but someone is drilling on a wall from other side of my room 207, so I called front desk and asked what was going on! I Talked with Sylvia from front desk and she casually said to me, cable guys are working in a room next to you, they can move me to lower lever where a big renovation was working in a lobby area. So, I asked her if I could speak with manager on duty. She said a manager is on the phone and he will call me back. Someone knocked on my door after 5 minutes, a happened to be a cable guy who was drilling a wall next to my room, he said they will finish a job in 45 minutes. (but they did finish a job 3 hours later at 5:30 pm) I waited for about 20 minutes but I did not get a call back, I called back to front desk again and they said manager is still busy with another call. I waited for another 10 minutes but no ones call me back. I can't bear a noises so I went downstairs to front desk and asked for manager to resolve the issue. Benjie Fernandez came out shortly after I was at the front desk, I can see he was not on the phone with anyone. I polity asked him why did you place a guess in a room that doing a construction work next door? He stated that he doesn't know exactly which room cable guys are drilling even he is in charge of this hotel and he offered me to move downstairs guest room next to lobby where a big renovation is going on! I asked him to refund for another two days and wanted to leave the hotel. He never say "sorry" but raised his voice and treated my like do what ever you want. I have never seen anyone like hotel employees from this hotel. They shouldn't represent HILTON hotel. I ended up staying in that construction zone for 3 nights because I won't get no refunds and don't want to wondering around with my sick wife with a lot of medications. Trip.com offered me $40 worth of points so that I can use it for future bookings. I smell a CO2 (gas) smell in the lobby on the second floor a morning that I left. I have to report it to health department so that other guests will not get sick with that smell.IF YOU CAN DEAL WITH ALL CONSTRUCTION NOISES AND VERY RUDE staffs, you are welcome to book and stay this hotel. This is my worse experience of staying in a hotel during my last 30 years. WORST OF...

We travel very often both for business and as a family. If our flight gets in early and there are rooms available, we typically check in early. We had to book through a room block (through Pauline Burrows) and she told me (over the phone, prior to our trip), the only way we could guarantee a room, is if we booked the night before even though we wouldn’t be getting to the hotel until 10:30 the next morning. Well… we got there at 10:30 and other families from my son’s team were checking in. No one else had to pay for the night before (which was 60% more than our block rate). I asked Pauline to credit our Amex. She refused. I then told her that the parking lot was empty and it looked like they had plenty of rooms as all of our friends were checking in. I walked away with our children and my husband handled the rest. I was firm in my ask however I NEVER raised my voice. All the other families as well as my husband were right there and can vouch. She was condescending in her delivery and not accommodating. That was just at check-in. Transitioning now to our hotel experience: our hotel was not very clean (our tub had visible dirt all over) our floor had big bleach stains on the carpet, several families had an ant infestation in their rooms, one family had a cockroach in their room, one elevator was broken, there were fans and equipment in the hallways and a vacuum left out in our hallway with a huge long cord, for probably four hours. We typically stay at a higher class (star wise) hotel but we had to stay in a hotel that was contracted with the tournament. I/we would NEVER be treated like this at another hotel. Ms. Burrows called our team Manager and said she had to fill out an incident report. This was absolutely ludicrous. I was NOT in the wrong and never raised my voice. She charged our Amex card almost $250 for the night before when we didn’t check in until 10:30 AM the next day. I filled out the cc form because she said she needed on file. We felt forced to book a room so my son could have a place to relax and read before his game that day. NO ONE else had to do this. That was our frustration. She ended up reversing our charge but I/we have never been treated so poorly at a hotel or any other place of hospitality. Unfortunately we are supposed to stay again at the same place in 2 weeks but several families aren’t going back because of the cleanliness as well as for how Ms....

We recently stayed at the Hilton Garden Inn SJ/Milpitas. I love the newly renovated room, clean and the staff were friendly. However, I unfortunately experienced a concerning incident during my stay that I want to share.

On the first morning of my stay, someone knocked on our door at around 8 am and opened it. We assumed it was housekeeping but the person didn't announce themselves as "housekeeping" like they usually do. Fortunately, we had the safety door lock in place, so the person wasn't able to open the door wide. We didn't think much about it and we curled up back to bed. We couldn't see who it was anyway as the person closed the door when we got up to check.

Later in the morning, around 9:30 am, I went downstairs to get breakfast. When I returned to the room, my son informed me that someone had knocked on the door again and this time the person was able to open the door and walk inside (This time the safety door lock was not in place cause I went outside to get bfast and my son still in bed). It was a man, and when he saw my son, he quickly left the room. I was understandably upset and immediately called the front desk to report the incident.

The staff conducted an investigation to find out who the man was and called me back an hour later to inform me that he was a new housekeeper. However, I find it hard to believe that a housekeeper wouldn't know to announce themselves before entering a guest's room, and I never received an apology from the hotel management or any further explanation of what happened. It was terrifying and I was suspicious that they were not telling me the truth. Anything could have happened in that 30 min that my son was alone in the room while I went to get bfast.

While I appreciated the cleanliness of the room and the friendliness of the staff, this incident left me feeling uncomfortable and concerned about the security of my stay. I hope that the hotel takes steps to ensure the safety and privacy of their guests...