Sheraton San Jose Silicon Valley — Hotel in Milpitas

I am a loyal SPG Gold member (1 stay away from Platinum) and travel to different hotels in the bay area every weekend so I've visited many hotels but have never been so dissatisfied with one - enough to finally write a review about it. I wish I could say it was going to be a good review; unfortunately, this is not the case. Upon my arrival, I was greeted by the staff and was asked for the routine credit card for room and tax plus incidentals hold that hotel's normally do. They inform me that they hold $250 on a debit card vs $75 on credit cards, which was fine with me. However, they over aurhorized my debit card for over $700, funny because I had just mentioned to them that another property had accidentaly ran my card for an incidental hold of $600 for a 1 night stay in error, two weeks prior to this visit. Well I guess they had to top them, running it for an even higher amount. The girl at the desk finally told me that my debit card declined and had tried to authorize it more than a few times, which of course led to my bank putting a hold on my account due to "suspicious transactions" Why couldn't the front desk agent inform me it declined the first time it declined? Instead she tries to authorize it again & again, resulting in this $700+ hold. What if that was all the money I had on my card? How would I have even bought myself food for the weekend??? While the room is great, it looked more like an XL basic room instead of a "suite" that they "upgraded" me to for the mishap at check in. The tub, however, does not drain properly. Every time we showered, we had water collecting at our feet and would fill up over our ankles, (pretty gross) but hey I didn't want to be "one of those guests" calling the desk and complaining for every single thing. Let's move on to today, my check-out day, I called the desk at 8:00am to confirm my 4 o'clock check out, which is part of the SPG Gold perks, the girl tells me, "at this hotel that's only available for our platinum members" (but this is a SPG given perk NOT a hotel specific perk) so how can they say it's not available to me, when it clearly states it in my Gold membership that it's part of its perks - that makes no sense! I then inform her that the agent yesterday told me it would be fine but to just call the desk in the morning to reconfirm it, she puts me on hold once again, but no, she's still not honoring the late check-out. I then tell her, it was supposed to be as a service recovery to me, for authorizing my card for over $700+, she puts me on hold once again, then she tells me, we only have $300 on hold now, I explained to her that the front desk even gave me a written paper showing me the break down of all the holds they had made, totalling to more than $700. The transactions were already made and processing on my account (this was a debit card) and it wont get released until about 5 business days later, she then tells me, "well you'll get it back" Excuse me? That's besides the point here! When one of your other team members agrees to a late check out, especially after an error on the front desk's part as service recovery and then someone else declines it, that's poor guest service!! Any hotels main focus should be their guests satisfaction at all times and should have the ability to deliver what another team member had already agreed on. I am not "just another transient guest" like I mentioned before, I am a loyal SPG member staying at hotels every weekend, as a matter of fact, one stay away from becoming a Platinum member! So I expect the service to be top notch, just like at other SPG properties ive stayed at. But that's NOT the case HERE! I guess next time I will have to take names down when making a request, instead of relying on the word of the agent who picks up the phone at the front desk. Luckily, the majority of other SPG hotels have been fabulous enough to return to! This hotel will permanently have left a bad taste in my mouth and will be crossed off my list! I will NOT be returning - not worth the hassle especially when they lack focus on their guests satisfaction and don't even honor a SPG members perks! Makes me wonder how careless they treat their non SPG member guests that stay...

I had a mini-getaway weekend in a tower suite. Arrival was fine, as the hotel's located right off the freeway exit and had plenty of parking. The romance package caused a bit of a stir at check-in, since it’s apparently rarely booked. The sparkling wine was delivered, but the chocolate/fruit amenity never came.

Had the bar’s enormous sample platter during happy hour while waiting for +1's late night arrival, so I didn't bother mentioning the forgotten amenity. The bar's atmosphere, prices, drinks, wings, potatoes, and strips (too crispy) were fine. Calamari was a huge letdown. A decent place to hang out, except for spotty wifi coverage. The convenient lobby computers made up for it, although the user interface and printer settings could’ve been better. When we originally booked the hotel, we had planned to pay for the in-room wifi, but we found that the free options were more than adequate.

The suite itself was spacious and comfortable. While the furnishings were 3-star quality, the wear & tear was showing. The separate living room also had a small wet bar with the coffee maker, complimentary & paid water, sink, and a mini-refrigerator. Having the wet bar was very convenient, but the absence of an ice bucket was strange. The furnished balcony was a great feature, even though it faced the freeway and could’ve used some TLC. The Master bedroom had a spacious closet, although it curiously only had 1 bathrobe and lacked a safe. While the nightstands were equipped with power outlets and USB connectors, the suite lacked a work area/desk. Perhaps the dining table in the living room was to serve this purpose, but it lacked any “office” elements. The Master en suite had a long counter with plenty of storage space, making it seem more spacious than a typical hotel bathroom. While it was great for a couple, I’d imagine that families/groups would find the bathroom inconvenient to access from the living room.

The only real “problem” we had was breakfast. Since the package offered room service, we opted for it instead of the restaurant’s buffet. We couldn’t figure out how to apply the vouchers, so after a quick visit to the front desk, the charges were removed. The breakfast fruits, breads, and eggs were spot on, and we made Buck’s Fizz to improve the taste of the sparkling wine. The mountains made a nice backdrop for al fresco dining.

Maybe things would have been better if the staff weren’t painfully unfamiliar of the rate, but it was still a pleasant stay with friendly staff (especially housekeeping). While not a perfect stay by any means, the hotel's staff and solid facilities made the...

I am SPG Gold Preferred and I didnt get this status just because. That means I am loyal and have paid the price. I am generally a happy camper with SPG hotels until this time. My hubby and I checked in late after flight getting delayed. Front desk was friendly but somewhat rude when I asked for complimentary upgrade to "enhanced room" (READ MEMBER BENEFITS on SPG.com) Because there was no Manager on duty ( at least that's what I was told), we consented to staying on original booking because we are exhausted from a long journey. It was past midnight, btw. I called SPG Customer service and related my experience right away. Was told they spoke to somebody and the Manager is supposed to contact me. 24 hrs later, nobody called or acknowledge anything. So my husband and I went to the front desk and unfortunately, we "missed" him (again). We finally got upgraded to a suite 24 hrs later to which Im thankful. And mind you, room availability wasnt the issue. It was never brought up. My issue is not because I want enhanced rooms. But when you're loyal and you pay the price and you are told these benefits are available to you, of course you expect that to be true. I could care less about getting upgraded. That's just perks of being loyal. But dont deny me of that expectation when it didnt come from me in the first place. When I was just a Preffered Plus Member, I get upgrades and professional treatment like nobody's business, including from this particular hotel. I was happy during my previous stay. You would think it'll get better now that Im GOLD! But it didnt haapen that way. Then I was told that not all Sheratons participate in SPG member benefits and that participation differs from each participating Sheratons, IT, being franchise owned. Well, I can understand that. But FIRST, make that crystal clear in your "member benefits" page and list ALL SPG hotels that participates in what and who doesn't. I'd pay 1 million dollars (if I have it) to whoever actually have time in their hands to look at benefits from each participating SPG hotels!!!! And get this, even 2star hotels have refrigerators and microwaves in any standard room. This one doesnt! And they tell you for "environmental reasons" that they don't- whatever the heck that means!!!

Again, Im generally happy with SPG hotels. Sheraton Anchorage is my favorite. But this one surpised me! I hope not to stay on this one again unless some...