Hayes Mansion San Jose, Curio Collection by Hilton — Hotel in San Jose

The hotel remodel was lovely & the gentleman than checked us in was very cordial, BUT the experience of our stay was AWFUL! We opted to stay at the hotel since my family was hosting a dinner the night before (where we spent $5K!). We wanted to enjoy ourselves, not worry about driving anywhere & to sleep-in. We were awoken by fire alarms that they were being tested. We were NOT warned about the testing that would be taking place from 9am to at least 10:30am (possibly longer). A bit before 9am, my husband went out to meet a friend & pick up coffee for the family & missed the start of the testing. Thinking that the testing was going to be quick, I wasn't immediately upset & decided I would make a few important phone calls to my doctors’ offices. I was stupid to think that because while I was on the phone, testing went off periodically! At 10am, I went to the room next door (where my adult children were staying) & said "I can't take this, let's go." As we were packing up, we left our doors slightly open to allow easy access to one another. A man walked into my room unannounced & one of my sons became infuriated with him since my husband wasn't there. Shortly after my husband arrived another man walked into my kids' room unannounced & my other son was infuriated. Thereafter, he walked back into my room & my husband was infuriated! We grabbed our belongings & left. My husband drove to the front desk to speak to a manager, but there wasn't one available. The person at the front desk said we'd receive a phone call from the general manager. Our stay was on 12/22/24, we departed on 12/23/24.

Regarding our dinner event, I thought Mary & Jose were amazing to work with. Mary was very gracious & patient with all my questions. Jose & the server for our event were very attentive. The set up of the room was beautifully done. The taste of the food was not quite to par, but it was “banquet” food so that is to be expected. I was most disappointed in the dessert. I had ordered & paid extra for an apple dessert to be served with ice cream. I noticed a dessert station with assorted bars & cupcakes were set up. I asked Jose about the dessert I ordered & he said it was changed to the station. He thought I was notified, but unfortunately, I wasn't. I passed on having dessert that evening (because I don't care for cake-like sweets), but my family told me they were dry & stale & not to try it because it would only upset me more.

I was an event planner for many years so my ratings on the quality of the food (fishy smelling salmon & overcooked & salty steak) & the way the salad was plated, might be harsh, but because it wasn't cheap, I stand by my ratings.

I addressed all of this with the GM via email, shortly after the event. She replied & asked how I’d suggest compensation. I offered my suggestion & followed up a week later…I followed up one more time a week after that. It is October 1, 2025, I’ve learned my lesson & will not be staying or ever booking an event at Hayes Mansion ever again. that evening (because I don't care for cake-like sweets), but my family told me they were dry & stale & not to try it because it would only upset me more.

I was an event planner for many years so my ratings on the quality of the food (fishy smelling salmon & overcooked & salty steak) & the way the salad was plated, might be harsh, but because it wasn't cheap, I stand by my ratings.

I addressed all of this with the GM via email, shortly after the event. She replied & asked how I’d suggest compensation. I offered my suggestion & followed up a week later…I followed up one more time a week after that. It is October 1, 2025, I’ve learned my lesson & will not be staying or ever booking an event at Hayes...

Update: I had written to the suggested customer service after the company has responded to my review. They have yet to contact me back. Just know this company just simply reply back in efforts to "APPEAR" they care, they in reality, it's just a diversion and nothing has been done from their end. For that reason, I am downgrading my review from 3 stars to 2 stars.

Original review: A family of 4 including myself stayed for a night as a summer staycation. I booked through my credit card and paid around $250 for a 2 queen bed room. Upon arrival, slightly confusing as to where to park the car. We end up parking in a lot that was across from the reception lobby and dragged our luggage and kids there after realizing the room they assigned us is not attached to the reception so they asked us to drive around the building which we eventually managed. The front reception clerk was nice and courteous even with my crying toddler who was not having it because she missed her nap. Our room was right on the ground floor with the windows open right out to the pool. Slightly noisy as people were out and about enjoying the pool. While looking out, seems like the attendant manning the pool was sitting down fiddling his bare feet. Not the greatest sight out of a hotel window! When my kid and husband returned from their pool adventures, they attempted to shower, except to find the drain was not working. This is when our experience rolled downhill to less desirable.

Within a single 10 minute shower, the water wasn’t going anywhere. Because they assigned us to a roll in accessible shower room, the water starts to build up to the rest of the bathroom and eventually half of it was flooded. We called front desk and a technician (who was also friendly) came and tried to snake the drain. He did manage to pull out quite some hair and other debris but he said either he needs a smaller snake or need to spend another hour working on it because it’s still not draining as it should. We asked if they can find us a room replacement; while initially they said they’re completely booked up. They end up switching us into a junior suite with one bed and one pull out sofa. Remind you, I have two kids and 2 adults. I purposely booked two beds for us to have a comfortable stay (for $250/night!). I wasn’t happy about having to accommodate half of us on a thin mattress pull out bed but it was already near 10pm and I have to get the kids to sleep.

Finally made it through the night even though my husband and youngest had a rough sleep on the sleeper sofa. Decided to talk to front desk while checking out. I asked if there’s any compensation for the issues we had encountered and end up with a room with one less bed. And she said no, the “suite” is a complimentary upgrade that normally cost $400 a night. I left without arguing knowing I will never return anyways. I later went on their website to check on their room prices and discovered the room they “upgraded” to was only $50-$60 more than our original room, certainly nowhere close to the cost she has made it out to be.

I applaud the staff they have on site but the amenities and maintenance can use a huge upgrade. I’m sure the staff had their hands tie with the situation but perhaps management could had stepped in to put in more effort to ensure a better stay. Not sure where the problem occurred but overall, my child told me her night was ruined and my heart is broken because of all...

This is a tough rating. Realistically,I think this hotel should probably wait to re-open until it has fully completed it's renovations and/or step up its policies & offerings if open.

I chose this property for two reasons - 1) the location was close to an event I was attending 2) the pool was open for guests(or so I was told when I called three days before I arrived)

So, I checked in about 4pm & was given a lovely room about as far from an elevator as humanly possible. I was thrilled to even find the room - no guidance was given as to what building it was in, nada. The clerk simply said it was on the third floor & gestured to the far side of the hotel. No explanation for any of the other amenities of the hotel, just gave me the keys & waved his arm as the general direction I should head. When I asked where to park, he said to park across the street since he didn't know what else closer to my room was available. Not the best first impression.

No worries - once I wandered around, I found the room & it was freshly re-done, spacious & looked like a great room. Better second impression!

So, I grabbed the kids to look around & hopefully find the pool. When we found it, there was a very nice young man at the gate who asked if we were the 5'o clock reservation. Um, no.... nobody mentioned having to make a reservation for the pool when I called & asked specifically about the pool & it's policies - just three days prior. I was told that we did indeed need a reservation for the pool & of course, all spots for the day were full. So, I asked the front desk if there were any spots open for the next day - but you may guess how that went. Not only was the pool not open for guests until 4pm, I was told that I would not be able to reserve one since we would have checked out by then & would have no place to change. Why the pool wasn't open in the morning is a mystery! I was plenty peeved about the whole situation. So, if you plan to use one of the only amenities at the hotel, make sure to ask about a pool reservation.

Back at the room, our family headed out to our event, and I went to get ice - nope. No ice bucket, no ice, etc. Not only that, no coffeemaker, no water glasses to even drink tap water from & when we called the front desk - no coffee at all on site, except bottles of Starbucks Frappucino for sale at the front desk. I feel for anyone who stays here who doesn't have a car, since there is nothing within walking distance, and there are absolutely no amenities that one can find at even a basic Motel 6.

It is a shame that there was no hospitality, no amenities (spa, fitness center & restaurant are all closed)& nothing here beyond the basic ability to sleep & shower here. The remodeled rooms are beautiful & comfortable & the setting here is very resort-like. This could be an outstanding choice in South San Jose, but sadly, it falls short in too many areas to consider a return visit in its...