(permanently closed) Wyndham Garden San Jose Airport — Hotel in San Jose

If I could give this place zero stars, I would! We had a reservation for 2- queens beds as there are 4 people in our family. We flew into San Jose airport at midnight (and I had called to let them know how late it was going to be) when we arrived the front desk clerk was telling a customer that his card couldn’t go through so he couldn’t stay, it was very sad for the older gentleman who didn’t quite understand what was happening. The clerk was cold and unsympathetic, and offered no solutions. Then another gentleman walks in and cuts us off and says he booked a 2-queen room and he only has one bed, so we waited while they figured out that the hotel would send him a roll-away bed. Then right when I’m about to check-in, a couple comes in and starts yelling about the smell in their room. The clerk told them “there is nothing he can do”. They were irate, yelling that it’s midnight and they’ve been calling the front desk and whoever they were speaking to, just kept telling them too bad and hanging up on them. So I proceed to try and check-in and he tells me they only have a 1-king bed. Which obviously doesn’t work for my family of 4 (2 adults, one teenager, and one adolescent) so I asked how this could happen if I had this reservation for weeks, the clerk tells me “I don’t know, it happens all the time.” So what am I supposed to do now? My family has been traveling all day and it’s after midnight. The clerk just shrugged his shoulders and cancelled my reservation. My family was left with nowhere to stay on a Friday night in an unfamiliar town. We walked out of there while there were still a lot of very mad people. We drove around (and called) for hours trying to find a place for us and our children to sleep! We ended up having to drive to Morgan Hill. It was the most frustrating and exhausting thing to have to go through. I felt bad for the clerk because a lot of this issues were not his fault but he seemed to not care at all and did not try to help in any way which only escalated everyone’s frustration. People were asking for supervisors, he said there wasn’t one. He was not wearing a...

STAY AWAY! Awful. All around awful. This is NOT a three star hotel - this is a roach motel/drug den. Aside from the obvious safety concerns of patrons under the influence roaming the filthy trash littered hotel grounds, in and out of rooms, sitting in vehicles and yelling to imaginary friends, the beds are full size - not queen, which is not what was advertised. The unusually small rooms reek of disinfectants/chemicals. I didn’t stay in the room long enough to see if there was a fridge, microwave, or coffee pot, but it would not surprise me if there was not any of the above. For a small increase in rate you can stay somewhere SO much safer and nicer just minutes away - so many other options. The lady at the front desk was kind and understanding. She allowed us to cancel and get a refund, along with a few other families checking in at the same time. You see, we were traveling with an entire hockey team of teenage girls and not all the families had arrived yet. We were directed to the sales manager, Danielle, to help with the remaining cancellations. Danielle dug her heals in and refused to refund anyone else who had not already been refunded citing the 24hr cancellation policy. This was not a case of merely changing our minds. This place is not safe for a team of teenage girls, or anyone really. Danielle said she completely understood our concerns and would likely cancel if she were in the same situation but continued to refuse to refund anyone else in our reservation block. We told her we intended to elevate this further to which she replied, well it doesn’t go any further than me. Challenge accepted Danielle. Edited to add pictures (unfortunately failed to get pics inside our room before returning our keys). Over 40 pictures added (if you don't see them try another device or browser) Edited to add that two days after receiving a receipt from the desk showing no charges, our card was charged for the first night which we are disputing. WHATEVER YOU DO STAY FAR AWAY...

UPDATE: They charged me $75 for 1 pair of stained sheets because my son had gotten sick in the middle of the night (white sheets that easily could have been bleached). When I called them to ask what I was charged for, Percilla at the front desk admitted to scamming people and taking thier money, saying there is nothing I can do about it.. I got the conversation on video and I filed a complaint with BBB. Avoid this place at all costs!

I stayed here with my family for 2 nights, and it was truly the worst experience I have ever had in a hotel. The customer service is absolutely horrible, specifically Marcella (if she even gave me her real name). She is very unprofessional and rude to customers. Our card got double charged and when we asked for more information on why, she gave us a paper with someone else's credit card information on it and said "this is what I give everyone and they shut up" ! So I wouldn't even trust that she wouldn't do that with our credit card information with another customer. When I told her the paper she gave us had someone else's information, she aggressively snatched the paper from my hand and said " well that's the room number your husband told me" but my husband never told her a room number, because he was baffled she wouldn't even ask. When I told her my husband never gave her a room number, she walked away without saying anything, to take a personal phone call on her cellphone! Incredibly amazed this place isn't out of business already with how horrible the customer service is. I could go on and on, all in a 2 night stay!! The rooms smelled, the pool was never locked which is a safety issue, was no breakfast like advertised online, everywhere was littered with cigarette butts even in...