Best Western Lanai Garden Inn & Suites — Hotel in San Jose

Should have left from the moment we checked in. Made a reservation for 3 nights with AAA and paid in full when I reserved.

Upon arriving the area felt sketchy, near the freeway and an unhoused gentleman standing at the entrance staring . The entrance was also shared with 2 businesses a bit different than what we are used to.

When checking in , lobby was empty and a little girl behind the front desk kept calling for her mom. She ran to the back room and we could hear her telling her mom guests were there over and over . We didn’t see anyone till a couple minutes after. We weren’t even acknowledged by front desk. Front desk agent walked out texting on her phone and after having us wait for another minute she asked for id and credit card. No small talk but at least she gave us keys.

Elevator was a bit rough. Upon arriving to the room it showed it’s age. Room was dark and carpet rough. There was stained furniture but at least it came with the whirlpool they advertised(didn’t get to use it just wasn’t feeling it). When showering the water pressure was low. Looking out the window was a great view of an empty land dump. There was also noise at night from the cars passing by.

Upon staying longer even with security posted at the door it still felt sketch and uneasy. We decided to contact AAA to let them know we wanted to check out early it just didn’t feel comfortable. They got back to us and let us know the hotel wouldn’t refund.

Upon checking out the next morning the manager mentioned the reservation was prepaid and un-refundable and asked if I still wanted to leave and why. I only told him about feeling unsafe the outdatedness and the water pressure. I thought maybe he would see the bad experience we had and at least try to refund the last night but he just mentioned how he had a security guard posted at night and listened to the rest of my gripe. He then said ok and checked us out. At least he was kinder and wished us a happy cinco the Mayo.

We had given this hotel a chance since it was one of the top hotels in San Jose featured on TripAdvisor but it just wasn’t for us. We ended up taking a loss and staying our other 2 nights at the Juniper Hotel. What a difference and only 50 dollars extra a night compared to the price we paid for this one.

I never got a refund and am rating 2 stars only because the little girl was a great host and the manager at least...

Subject: Feedback on Recent Stay||Dear Customer Service Team,||I wanted to share some feedback regarding my recent experience at your facility. I believe that a strong emphasis on customer service can significantly enhance the overall guest experience, similar to the approach taken by well-known companies like Raising Cane's and In-N-Out Burger, where customers feel valued and respected.||During my visit, I had negotiated a price over the phone, but upon arrival, I noticed some confusion about my reservation. After a three-and-a-half-hour drive, I was a bit frustrated to find that I had to pay the full rate. While I understand that circumstances can arise, more transparent communication could help prevent future misunderstandings.||On a positive note, I found the rooms to be satisfactory, and the breakfast offerings were nice. However, I believe there is an opportunity to enhance the level of personal interaction with guests. A simple greeting or check-in could go a long way in making customers feel welcomed and appreciated.||Additionally, I encountered some challenges with the parking situation and found the directions to the parking lot unclear. Improving signage or providing more explicit instructions could greatly help guests navigate more easily.||Thank you for considering this feedback. I hope it can contribute to enhancing the experience for future guests. I stayed there 8 nights for work; this is what I based my opinion on. Thank you.||Best regards, ...

I travel a fair amount for business. Picking hotels is not something I enjoy. The constant pricing fluctuations are such a pain. Recently in a trip to San Jose I choose this one. It was close to where is needed to be and the rate was fairly reasonable. The room was ok and was fairly pleased. The remote was in a bag saying it was fully charged. When I checked it was at 15% according to the TV but it worked. I found two menus in the room and ordered. Two quesadillas came out to $50 delivered. That was a surprise. They were not edible. Absolutely terrible. Smelled even worse. I put them in the back room and called it a night. A lot of road noise from the freeway and from the road. When I went to the bathroom there were ants all over the food. I’m on the second floor. How does that happen. I received a survey and filled out my experience. The General Manager of the hotel replied the following day. He disputed my claims and then brushed off the food that it was not per of the hotel. My response was your the GM and what happens in your property is your responsibility. He seems to disagree. For the price they are offering and the service provided I would say this hotel is lacking value and attention to detail. I won’t use them again. Having a GM get defensive on feedback is just a no for me. I wasn’t asking for anything just giving feedback. I made a poor choice and will not make the...