Homewood Suites by Hilton San Jose Santa Clara — Hotel in San Jose

This place is run horribly with the worst management team. Ben Robledo should be fired. The most unprofessional manager I've ever dealt with when booking an hotel room. He made a false police report on myself just because I made it aware to incoming guests he was being a nuisance & keeping a 1 year old baby crying in 100 degree weather after an hour & half drive from San Francisco because he just wanted to be right about a policy he was wrong about. He hung up the phone so many times instead of correct the matter that he made traumatic not only for myself, my mother, but also my 1 year old baby. The staff wasted my time by saying they would accommodate me & honor the contactless check in option by allowing me to check in before my mom who reserved the room since we had paid & asked for contactless booking. We already had issues because they couldn't honor our original reservation & were trying to upgrade to a bigger suite & upcharging the original booking. WE DENIED THE UPGRADE & ASKED THAT THEY HONOR THE ORIGINAL RESERVATION. This lead to us calling BEFORE making the drive to the hotel that check in would still be honored with contectless option. Upon arrival I was already greeted by a rude staff member. He was an Asian fat man who would not give me his name. I then asked for the manager. This is when i met Ben. I explained the situation again & that we had the approval from Hilton corporate to check in. Ben decided he was NOT going to honor corporate, which if course upset me so i called him an idiot demanding to speak to someone higher up. Ben them says he is canceling my reservation & called the police making false accusations claiming I was belligerent & threatening him when I was asking him for my receipt showing the refund. Ben gave me just the receipt for the initial booking thru booking.com. So i had to drive back to get the hotel receipt with proof for a refund because he was telling boooking.com to keep the reservation. As i was waiting in the lobby Ben refuse to give us our accurate proof refund or receipt. I literally had to make a scene voicing my disappointment in the companies mishandling in front of incoming customers just so that he would provide accurate documentation that he did indeed refund the money. My family & I have used booking & Hilton for many years & never had such horrible service. Will NOT be using this...

We came for a concert nearby, and were initially mostly satisfied with our room and our stay- until we were awoken by a fire alarm early the morning after our concert. Seemed like very few people shuffled outside, and the staff didn't seem to care or be concerned one bit. SEVENTEEN MINUTES LATER the fire truck arrived?! We would have been in serious trouble if there was an actual fire! There was absolutely no communication from staff or anyone, guests just started going back inside after the alarm was turned off. We checked to make sure our belongings were secure once back in our room, and had just gone back to sleep-- when it went off AGAIN. We went outside again, waited another 20 or so minutes again before it went off. Again, zero communication from staff or any concern. This led is to wonder if there were frequent issues with the alarms, or false activations?? We called the front desk for a later checkout, and they would only do an hour. We were not discounted in any way for our sleepless night. Would not recommend this place if you are someone in need of sleep.

The only pleasant experience we did have was the cleaning staff was very sweet, went above and beyond to help us as we sluggishly tried to vacate our room. The front desk had deactivated our keys at the normal checkout time, so we kept getting locked out of the building while we tried to load our car. Raul and Namida (sp?) were so kind to us while we tried to manage this situation, perhaps because we were obviously ragged from our sleepless night at this point. (We said hi to Salinas for you,...

Absolute trash. Checking in and the front desk clerk sent us to the end of the building to enter, which was as far away from our room as you can get . The main lobby, where we were, is right next to the elevator, naturally she didn't tell us that. We walked almost a half mile to the elevator after entering , then to our room. Staff is minimal here, you cannot get help with anything. Fast forward 30 minutes from that nuisance to our 3 children going swimming. The hitels designated smoking area is 4 1/ 2 feet from the pool, you know, the place where kids always play. Needless to say, dirt bags have thrown several cigarette buttes in the pool, which my children had to remove when they got in. Of course, there were two people smoking there , and my kids were breathing that shi# in. Being that close to a pool and building violate san jose city law , and it's intentional by this hotels managemnet. There was also a lady smoking a huge joint in the nonsmoking area right next to the pool. Now my kids are breathing both cigarette smoke and Marijuana smoke while they play. I went to the front desk to complain, and the employee just said sorry, and refused to do anything about it. I asked her to call a manager , and she again refused, just handing me their business cards. No manageravailable, no matter what. Stay elsewhere, there is no reason to bring tour...