AC Hotel San Jose Santa Clara — Hotel in Santa Clara

Overall enjoyed my stay at this hotel. Its well situated and rooms are clean. However, the check-in process with the person working the desk at the time was not good. There was an extreme lack of transparency on the extra costs of typical hotel services that are often free which were not properly communicated. I'm not sure if its how management directed the front desk or whether the person was being purposely obscure with the costs and the way they phrased their check-in script.||During check-in, the associate asked me "Will you be parking your car here during your stay?" to which I responded yes. The way the associate worded it, there was no mention of the cost or any expectation from my side that I needed to pay for the parking. There is plentiful street parking right outside of the hotel too which I would have opted for if I had known they would charge me $42 total in parking charges for my 2 night stay. If the associate had been upfront with the cost of parking or even mentioned it during the check-in process, I would not have been so surprised. There is also no gate or keycard access required to park on premise which further misled me to believe this was free parking. ||The associate also did something similar when describing the breakfast offerings in the morning, telling me that breakfast was served in the lobby and describing some of the foods they offered. Again, the associate did not mention that breakfast was an additional charge. When I went down during the morning, I saw the sign that it was $21 per person.||Additionally, as a gold member, I requested 2pm late checkout to which the associate who assisted me at check-in said they could not do. However, later that night I went back to ask again with a different associate who was much more helpful and was able to get me a late checkout.||I like this hotel and I would go back to stay here again when I'm in the area. However, I will make sure I directly ask whether these offered extras are complementary or...

WOW! I've stayed at several AC properties around the country for business and have liked most of them, this was first time with my wife to see the (excellent) Metallica concert at nearby Levi's Stadium. Really exceptional property, great service, fantastic room. We chose this place because we were driving from around 3.5 hours away and wanted to be walkable to the concert, while having a comfortable night's sleep after the show. The staff even had a custom "Metallica" black-and-yellow balloon display at entry to fire the fans up.||AC Santa Clara did not disappoint! The check-in Receptionist (wish I had noted her name, forgot!) was amazing. As a Lifetime Marriott Gold member, she upgraded us to a Corner Suite on the top floor which was AMAZING! We were only there for one night so didn't get a chance to use the whole space, but wow, what an amazing space. Larger corner room with views looking toward the stadium (about a 1.5 mile walk - easy) and the Great America amusement park. Big entry with half kitchen (mini fridge, sink, cabinets, and bar area with seats which would be good for having breakfast or working from laptop), big living room area with comfortable sofa, a couple of chairs and a BIG screen TV. Blackout blinds for good sleep.||The King bed was one of the most comfortable we've ever slept in. Pillows and linens perfect. We slept like babies after the concert!||Bathroom also spacious, broken out into a dual-sink/mirrored island between bedroom and shower/toilet areas. Only minor issue here is the toilet and shower have opaque glass doors, open at both the top and bottom. Maybe a full ceiling-to-floor door would be better for privacy in the toilet area (recommend that for next renovation), but not a huge deal for a couple.||Really, really enjoyed this AC and will be back when...

We were sexually harassed by some other guests at the hotel bar, which is in the main lobby. The bartender unwittingly exacerbated the issue by continuing to serve the guests who were obviously beyond inebriated, even after last call. While the situation was actively progressing, two members of our group went to the front desk to ask them to call security and were told, "Security isn't onsite until 11pm. If you're uncomfortable, go to your room or leave." The bartender had already said they "called security" and it became obvious that was a lie. The other guests had threatened violence by this point and the situation escalated to them pushing someone in our group (who was trying to de-escalate and didn't retaliate) until they finally gave up and left for their rooms themselves. We waited an hour or so to return to our rooms because we were afraid of running into them in a less public space (hallways/elevators). The whole time, security never showed up and the bartender/front desk employees ignored us and treated us with contempt. When we reported it to the hotel manager the next morning, all we were told was, "We'll review the security tapes." I seriously doubt they did or ever will.

This occurred over this past weekend. We are all beyond disappointed and discouraged by how this was handled, and will not be returning to this hotel chain. They are lucky it didn't escalate further as the other guests were moments away from turning more violent.

The staff should be ashamed of themselves and disgusted by their own behavior. Do...