Sonesta Select San Jose Airport — Hotel in San Jose

One of the visitors who visited my hotel room was harassed by the front desk employees upon entry and was rudely interrogated as to the purpose of his visit. This occurred during the daytime. After the visitor left the lobby, he was followed by security and this seriously unnerved the visitor. The visitor promptly exited the hotel and was very upset. On another occasion, pizza was ordered for delivery and the deliverer was stopped and prevented from coming to my room to deliver the pizza. I later discovered that this particular hotel has draconian security measures that are not found in most other hotels. According to California law, a hotel with unique enhanced security measures that may affect a guest's comfort must provide a notice to the guest. This notice must be provided in writing and must be given to the guest prior to the guest making a reservation. The notice must also be posted in a conspicuous location at the hotel. The notice must include the following information: (1) A description of the unique enhanced security measures; (2) How the security measures may affect the guest's comfort; and (3) The guest's right to refuse to stay at the hotel if they are not comfortable with the security measures. This hotel failed to provide notice to me of its enhanced security measures which besides being negligent is a violation of California's Hotel Guest Security Act. This law was enacted in 2013 in response to concerns about the privacy and comfort of...

I’ve been staying here traveling for work purposes only. My card was over charged and I inquired with front desk staff a lady. She stated I just got in so you’re going to have to wait a minute. I was like is there a manager available she retreated then the manager comes. I asked for corporate number the ask for his assistance in the matter. I went to get breakfast and he was able to tell me about the charges and how they’ll be returned to my card in 14 days ok fine. I turn to leave and he stated I heard the way you spoke to the staff and I will ask you not to talk that way. I replied what did I say? He went on to say it was inappropriate. I asked again what did I say because I didn’t want wait while on my way to work! I felt that she was rude but I didn’t care because my concern was addressed the he threatened to kick me out I’m like for what?. Spiro the GM then calls me while at work and states that he overheard the incident at 0630 am. He did not apologize he said I was disrespectful. Then I replied what did I say I didn’t use profanity i didn’t yell. He said he didn’t hear exactly what I said. He stated waiting shouldn’t have been a problem for me no recovery. He hung up on me. I’m a traveling nurse I have great patience yet these staff members ganged up as witnesses for nothing. I wasn’t trying to get a free night nor jeopardize their jobs I just wanted the charges to be reviewed I wasn’t upset with the rude lady but I’m disappointed with both...

JUST SAY NO. MASSIVE communication failure and inconsistent policy between this location and their main reservations. I made a reservation for my son through their main reservation line. The man arranging this reservation said I needed to provide a credit card authorization form to the hotel, in order for me to pay for the stay (I would not be staying, merely trying to reserve a room for my son as a gift for his move to Hawaii). I completed the form and forwarded to the email they provided. When my son tried to check in, the reception desk guy wouldn’t allow him to check in, as he had no CC authorization form. Now, anticipating situations like this, I also sent a copy of the form to my son. The receptionist refused to accept my son’s copy and told him that i needed to email it directly to his email at the hotel. So I did, and then called the hotel directly to follow up on its receipt. At this point, after a lengthy hold, the night manager told me that they do not accept personal CC authorizations at his location and they would not honor or process my payment!! I will be calling their main reservations tomorrow. I hate to be a Karen but there are some real issues going on here… not to mention two individuals now have all of my credit card information, my address, my phone number. Unprofessional and not recommended, consider other options and save yourself...