Hilton Garden Inn San Jose Airport — Hotel in San Jose

Absolutely terrible experience due to the incompetency of front desk person. Flew into San Jose airport arriving around 6:30 p.m. Collected our checked bag and called the hotel for a shuttle pick up. No one answered. Automated system placed the call on hold. Waited over 10 minutes, no answer. Called back - same thing. It is now after 7:00 p.m. and have been standing in the hotel shuttle pick up area for 30 minutes. Called again, a person answered and immediately put me on hold. Waited another 10 minutes - same thing. Called again, same thing. Called again, same thing. It is now 7:50 p.m. and still waiting. My wife found another number for the hotel. She called, the woman said "hold on" and put the telephone down. My wife could hear a conversation on the other end of the telephone but the person never picked up. My wife called again, and same thing happened. It is now over an hour and still waiting. I called again, same thing again. My wife called again and yelled into the telephone "please send a shuttle to pick us up." Between the two (2) of us, we called approximately 10 times. Around 8:30 p.m. a shuttle finally came. After picking us up the driver went to Terminal B to pick up a family of seven (7). They told us they had the same experience of calls either not being answered or the call was answered and the hotel person repeatedly hung up on them. The driver told us he was not normally a driver but the evening maintenance guy. Upon arrival at the hotel, the desk clerk did not have a clue what she was doing. The hotel was not busy. We were able to check in, but she told the family of seven (7) she could not find their reservation. They gave her the confirmation information, but she said she could not find their reservation. They absolutely had the right reservation for this hotel and the right night of arrival. They were obviously exhausted and hungry after travelling all day. We went back to the lobby 30 minutes later and they were still sitting in the lobby while the incompetent desk agent was at a complete loss. Horrific. This hotel is an embarrassment for customer service. Add to that there is only one (1) place nearby to get something to eat, the bowling alley next door. Forget breakfast at the hotel. Do they think they are a New York City or Los Angeles downtown hotel? $24.99 for a basic buffet breakfast? Even with the Diamond/Gold $10.00 credit, the very basic breakfast is not worth $14.99. Will neither stay at this hotel again nor suggest anyone else choose this hotel until the hotel’s management recognizes you cannot strand guests at the airport in their lobby. At checkout the next morning I mentioned the terrible experience from the previous evening. The front desk person, who was not the same desk person from the previous evening, looked at me like a deer in the headlights. She did not offer an explanation nor an apology. So much for the “Hilton Garden Inn Promise” guarantee that is posted in the hotel elevators, that states “. . . simply let any hotel team member know, and we will make it right.” Three (3) team members were made aware of the issues and not one team member...

Absolutely terrible experience due to the incompetency of front desk person. Flew into San Jose airport arriving around 6:30 p.m. Collected our checked bag and called the hotel for a shuttle pick up. No one answered. Automated system placed the call on hold. Waited over 10 minutes, no answer. Called back - same thing. It is now after 7:00 p.m. and have been standing in the hotel shuttle pick up area for 30 minutes. Called again, a person answered and immediately put me on hold. Waited another 10 minutes - same thing. Called again, same thing. Called again, same thing. It is now 7:50 p.m. and still waiting. My wife found another number for the hotel. She called, the woman said "hold on" and put the telephone down. My wife could hear a conversation on the other end of the telephone but the person never picked up. My wife called again, and same thing happened. It is now over an hour and still waiting. I called again, same thing again. My wife called again and yelled into the telephone "please send a shuttle to pick us up." Between the two (2) of us, we called approximately 10 times. Around 8:30 p.m. a shuttle finally came. After picking us up the driver went to Terminal B to pick up a family of seven (7). They told us they had the same experience of calls either not being answered or the call was answered and the hotel person repeatedly hung up on them. The driver told us he was not normally a driver but the evening maintenance guy. Upon arrival at the hotel, the desk clerk did not have a clue what she was doing. The hotel was not busy. We were able to check in, but she told the family of seven (7) she could not find their reservation. They gave her the confirmation information, but she said she could not find their reservation. They absolutely had the right reservation for this hotel and the right night of arrival. They were obviously exhausted and hungry after travelling all day. We went back to the lobby 30 minutes later and they were still sitting in the lobby while the incompetent desk agent was at a complete loss. Horrific. This hotel is an embarrassment for customer service. Add to that there is only one (1) place nearby to get something to eat, the bowling alley next door. Forget breakfast at the hotel. Do they think they are a New York City or Los Angeles downtown hotel? $24.99 for a basic buffet breakfast? Even with the Diamond/Gold $10.00 credit, the very basic breakfast is not worth $14.99. Will neither stay at this hotel again nor suggest anyone else choose this hotel until the hotel’s management recognizes you cannot strand guests at the airport in their lobby. At checkout the next morning I mentioned the terrible experience from the previous evening. The front desk person, who was not the same desk person from the previous evening, looked at me like a deer in the headlights. She did not offer an explanation nor an apology. So much for the “Hilton Garden Inn Promise” guarantee that is posted in the hotel elevators, that states “. . . simply let any hotel team member know, and we will make it right.” Three (3) team members were made aware of the issues and not one team member...

Absolutely horrible experience. I was told I did indeed have a reservation at the Hilton Garden Inn hotel in San Jose BUT they were sold out of rooms and my room reservation wasn't assigned to a room due to a internal staff problem. Therefore my wife, my 12 year old son and myself were stuck in the middle of the night with no place to stay with absolutely no help at all by your staff. I have to say this by far was the WORST hotel/customer service experience I have ever dealt with in my entire life. I have worked in the hospitality industry for the last 25 years in Las Vegas and the failure at every level of customer service by the staff was just epic.

I called yesterday afternoon at 6:11 pm to let the front desk know that we were going to be checking in late and the young lady on the phone said promptly that it was no problem and that she would make a note on my reservation. When we showed up to the hotel I watched a gentleman standing in front of me tell your front desk staff he just booked a room a Hotels Tonight a few minutes beforehand and your staff gave him his room key and he proceeded to his room. I booked my room on Hotels Tonight for the property on 8/23/22! I was told they didn't not have any rooms available and watched as the young lady and older gentleman staff members argue with each other about how they were upset room assignments weren't being done correctly. There was absolutely nothing done to try and accommodate my family's situation during that time. I was given the managers business cards and sent on my way with no refund, no direction, no help whatsoever to figure out an accommodation for the night.

The Two front desk staff members were utterly and completely unprofessional. The young lady was microwaving or cooking food in the snack/kitchen area next to registration and eating it at the front counter. The whole lobby/registration area smelled of a reheated meal. The gentleman at the front desk was more concerned on how this impacted his day as he said he had just gotten to work at 11pm and didn't want to deal with this kind of issues and stated he was mad. Then the two bickered in front of me for 10 minutes on how other staff members didn't assign the rooms correctly for offsite bookings and that this is an ongoing issue. Then I was just told "I'm sorry we are sold out....."My family and I had to walk down the street at midnight with all our luggage to the Holiday Inn and pay $244 for a room for the night.

Emailed both Alexandra Tang and Tia Moody the front desk manager and the GM telling them my ordeal and they didn't have decency to contact me directly to give any type of apology or remedy the situation. They Just had hotels tonight call me and refund me the money. Tacky and weak move as a operator to just duck out of responsibility and get someone else to handle the situation when the blame clearly falls on their staff and not Hotels Tonight..... Stay...