Holiday Inn & Suites Silicon Valley - Milpitas by IHG — Hotel in Milpitas

For a new hotel it was a little disappointing. The physical hotel itself is nice. I was greeted when I came in, but I didn’t exactly feel safe and the service was spotty at times. The morning after I arrived another guest was able to enter my room with her key thinking it was her room. I called the front desk right after it happened and the front desk person immediately asked to call me back as soon as they picked up the phone without even a greeting because they had a guest.

They called back maybe 10 minutes later I explained what happened and was told that no other keys are activated to my

room so they don’t know how that happened. I told them that it wasn’t housekeeping and gave them a description of the women.

They said they would look at security cameras. Never called back, didn’t offer to move me or give me new keys until I went down

and asked them. They said they didn’t see anyone on the security cameras with that description, gave new keys and had

maintenance check the door lock. When I came back the keys didn’t work and had to be given new ones again. I explained to

the evening staff what happened and why I needed new keys they apologized and offered to move me if it happened again.

The breakfast wasn’t bad but they were small portions and it took way too long to get the food. I was willing to give a higher

rating because they did at the end of the day fix the problem with the person coming into my room. However, on the morning I

was checking out I called housekeeping at 6:40am requesting towels because housekeeping did not clean my room the day

before. At 7:15 AM I still did not have towels. I called the front desk and told them how long I was waiting and was given the

excuse I told housekeeping but they’re busy doing something else. I told the front desk I need towels and I have a flight to catch.

The front desk said okay they’ll see what they can do. In about 5 minutes someone brought me towels. I also called room

service to have breakfast delivered. I left a message with my room number to call me back. I never got a call back. I told the front

desk as I was checking out that and was told oh they must have gotten busy. To be honest the hotel itself was nice but the

service and the stranger entering my room made it a not so...

I am writing to express my dissatisfaction with my recent stay at your hotel as an IHG diamond elite member since 2014. Unfortunately, several aspects of my experience did not meet my expectations.

Firstly, my room was not cleaned until 3:40 PM when I was back. When I raised this issue with the front desk, I was told that there were too many rooms to clean. This explanation is not acceptable, especially considering 3:40 PM is after the new check-in time. The room should have been cleaned much earlier, particularly as I had been staying for several days. While the room was eventually cleaned after I immediately requested it, but for a quick housekeeping the quality was poor, not enough towels have been placed, no coffee capsules were refilled, so I should request for 2nd improvement. There was also no clear apology or acknowledgment of the oversight, the stuff or maybe the supervisor of the housekeeping team only tried to argue the mistake instead of reflecting on it herself.

Secondly, in the hotel's fitness center there no towels since one week. The paper/plastic cups for the water dispenser were also no longer refilled, so man can no longer take any water on site, which was another significant disappointment.

Also the furnitures on the roof top deck were not cleaned/wiped, but with traces of beer/wine glass and alcohol, when man wanted to sit there, we first have to look for a relatively clean lounge table. Overall, these issues detracted from what I had hoped would be a pleasant stay.

Update at 10:25 a.m. / July 19th: Unfortunately I have to deduct another star, the price for the laundry service was incorrect, on the sheet such prices were listed, see photo, but when you get the bill, other prices have been calculated, which are significantly higher. That is...

I have been a continuous resident at this property for over a year. The convenient location with respect to my business is the reason I chose this facility.

Despite a few initial concerns along the way, I chose not to overly dwell on them. However, the situation escalated when one of the staff members displayed a lack of professionalism, speaking to me in a rude and impolite manner. I reported this incident to the management, and their response was solely via email, with no follow-up whatsoever.

It is common to experience power outages during the day, and the service quality is inconsistent in several areas, including cleaning. While these issues were not a significant concern for me because I primarily use my room for a good night's sleep after a day of work, a recent incident has greatly alarmed me. I received a call at 2:00 am from the police department informing me that my car had been vandalized, with a smashed window and all my belongings stolen. To my shock, two other vehicles suffered the same fate, one of them parked right next to the main lobby entrance.

The individual responsible for "security" mentioned that the administration had recently changed security policies, and now there is only a security presence for 3 hours at night. He further noted that six vehicles had been vandalized in the past month. When I requested CCTV footage and additional details, I was informed that there are no security cameras on the property, and there is no full-time security in place.

In light of these events, it's challenging to feel safe or even consider continuing to stay at this property. The response I received from the management was simply,...