Residence Inn by Marriott San Jose South/Morgan Hill — Hotel in Morgan Hill

I booked our stay specifically at this hotel because we wanted access to an indoor pool for the 5 active children with us. Upon arrival, I was informed the pool was under long term renovation, and that usually they would allow guests to use the indoor pool at the Courtyard Marriott next door, but their pool was also closed at the time. The desk clerk and manager said that I was mistaken when I booked as the pool is no longer mentioned on the website. However, a quick check showed that pictures of pool are still posted and the pool is mentioned in several places. It was quite insulting for then to try to blame me for Marriott's misrepresentation of this property. While I appreciate that I was offered a discount on the rate, that never went through, so I was still charged the full rate.

The room itself had an incredibly foul odor, like rancid coffee. The manager tried to explain that the smell was the cleaning solution just used, and offered to spray a stronger scent to mask the odor, which resulted in me and two of my guests having a headache. I suggest that Marriott explore other cleaning options, as whatever product currently used results in an overwhelming odor of old, burnt coffee and garbage. Then again, the smell was only in our room, so I think honest accountability would be better than an obvious and quite stupid lie.

After dinner, we discovered that the television in the living room area did not work. A call to the front desk was responded with, "We've already given you a discount, and maintenance has gone home, so we can't do anything to help. You can watch TV in our lobby area." The internet connectivity was so poor we could not et online and even attempt to stream something to watch on our laptops. So, no pool, no tv, and no internet and 5 kids to entertain. I ended up having to go to the nearby target and spent over $100 on games and toys to keep them occupied.

Lastly, both toilets in the room ran continuously the entire time. I pointed that out to the manager when he came to investigate the odor, but nothing came of it. The toilet in the second bedroom was so loud it could be heard in the first bedroom through the night.

So, overall, my experience was awful. The hotel amenities were misleading and overall lacking and the room comfort was non existent. We had little fun and got...

I spend about 100 nights in hotels each year (most of them are at Marriott hotels). This is my first negative review about any property.

This was the worst hotel stay I have ever had.

I checked in on 2/27 and figured that heating in my room wouldn't work. Called front desk multiple times to get the maintenance to come take a look. Maintenance guy came and said, he will be back with the parts to fix the heating in 15 minutes. After that he never showed up. I couldn't sleep for a minute the whole night as it was 30 F outside and my room was freezing.

Next morning (2/28), I asked the lady at front desk if they could move my room and she told me to empty the room before I went out and they will have new room keys ready before I come back in the evening from work. Sure thing, I packed up everything and left some groceries at the front desk to put in the refrigerator in the lobby.

I come back at 11 PM to the front desk to get keys for new room (its still 30 degrees F outside) only to be told that the front desk girl never told anyone any note. The front desk girl tells me the only option I have was to go sleep in the freezing room. After I declined to go to that room (and some argumentation), she calls her manager and finally gives me a different room.

Next morning I spoke to Assistant frontdesk manager. He told me he will compensate 4000 points for sleeping in the bad room and I told him I couldn't sleep and will like to be compensated 20,000 points). He said he will get approval from his manager and get back to me in 2-3 hours (as expected never did).

Now, if this was not enough, when I checked out, I asked the front desk lady and she told me that they got the 20,000 Marriott reward points approved and have posted to my account which should show up in 1-2 days. Ofcourse, they never did.

Hotel, did not even post the 500 points for declining housekeeping.

I am mad at myself at staying...

I was horrified by the inattention given to the problems our family had at this Marriotts by the staff, including the manager during our recent stay! We had bedbugs, which they spayed for, making the floor sticky, they did not move the bed the bug was found in, nor did they change the sheets or make up the beds that day. They were also notified of the toilet which did not flush due to a broken chain. We stayed out of the room til the evening, expecting the problems to be taken care of. Upon our return we were told the room had been sprayed, not serviced by staff, and there was no maintenance that day for the toilet. We asked to talk to the manager and was told he had gone home for the day. We asked for another room, was told they were booked. This is not a Motel 6 or Motel 8, the manager was called, we heard the evening desk clerk tell him of the above mentioned problems and the manager saying he would call us by 9:00am . My step dad fixed the toilet with a paperclip even though he offered to go to home depot and buy and fix the toilet properly. He was told that was not allowed. Fresh towels were asked for and given which we changed out and slept the night in a bug sprayed room. We called and talked to the manager in the morning at 9:30am since he didn't call us at 9:00am. He told us he didn't know about the toilet even though we heard the desk person tell him the night before. We had left that morning but were coming back on Wednesday. We were assigned a different room, but were not approched by the manager. We asked the staff for an additional pillow which took a couple of hours to be delivered. It was delivered by the manager although we were not aware of who he was since he didn't announce who he was at the time. My step dad was just so done! We had asked for a price reduction on the room because of the problems but was told we were given 2000 Marriott's points, again we...