WAFER 450 Hotel — Hotel in Santa Clara

I had made a reservation for my family of 4 traveling to Bay Area. And to ensure that we get the correct room, I had made the payment well in advance, but we did not get a room with 2 queen sized beds. We faced multiple issues which I would like to bring to your notice -

1. At the time of checkin the lady at the front desk did not inform about the correct room and simply gave us a room with a single King size bed.
2. when I pointed out that I had in fact booked a room with 2 queen sized beds since we were a group of 4 adults and had mentioned the same in my reservation as well, the lady said she would talk to the manager and check.
3. On pushing more the lady agreed that it was in fact her mistake that she booked the wrong room.
4. The lady called the manager and said the best she could do was give us 2 rollaway beds in the room with king size beds.
5. we even asked that we should be provided an extra room single it would not be comfortable to fit in 2 rollaway beds . On this the lady told us there was only 1 one room available and for that they were expecting someone.
6. Also I asked if there was any price difference that we should be refunded since we were being put into a room with single king bed instead of room with 2 queen size beds, but nothing on that.

We had to take the room with king size bed and 2 rollaway beds since it was getting late in the evening and we had elders traveling with us.

Overall not the best of our stays inspite of making payment in advance and nothing offered to us/compensate us due to the discomfort.

I have a mailed the hotel management as well and waiting for response. I hope management...

Worst manager in the world. This will be a rant so take it as it is, but I booked through Priceline about 15 min before getting to the hotel to stay for 6 nights. I brought my dog with me and had chosen to the hotel because of their pet friendliness and because their price beat out other similar hotels. When I got there they informed me that there was a large pet fee per night which was about 50% increase on the nightly rate. I told them I’d like to cancel and they informed me I’d have to do it though Priceline. Priceline informed me that the hotel would charge me for that night if I cancelled per their policy. I went in to talk to the “Kiosk” again and the manager was there. The same man that had been smoking by my truck when I was on the phone with Priceline and came up to my window to ask if I was staying at the hotel. I asked about why the per fee was per night. I asked if this was because they clean the room everyday and it takes more time to clean and he said no we don’t clean it until the end. I asked why it was per night then instead of a flat fee. He said it was their policy. I tried to explain to him that if Priceline had shown that their rate would increase by 50% for a dog per night then I wouldn’t have booked with them, and I had just made the reservation 15 min earlier. I asked him if he could refund me the night. He was rude and said no. It’s not our policy. I’m sure the rooms are clean but I never made it inside of one. I just dealt with a kiosk and then a rude and money hungry manager that demonstrated not empathy nor any humanistic side to him at all. Just policy. Will...

Room is a decent size.... Initially needed extra cleaning. Hair on the floor and smelly HVAC system. Need to keep on schedule of room service every two days- empty trash, fresh towels, and they offered to change sheets. If consistent... great. Front office staff when in attendance is very nice..... nice young lady who was leaving for vacation for a few weeks. Very personable and very nice. Close proximity to decent restaurants,shopping, and El Camino Real. All major freeways close by and easy access to San Tomas and Lawrence Expressway.

The biggest hiccup is with checking in at the hotel. If staff not available at the front desk, a kiosk is available to check in and dispense your keys. ID is checked,etc. IF you need any ANYTHING, dialing the front desk by phone leads you to calls outsourced to Colombia..... so if keys don't work, wifi doesn't work, need extra towels, security assistance,etc.... NO ONE IS ON SITE TO HELP YOU. Not sure if consistently but certainly during this stay.

Extra linen at front desk but the door seems to be locked after certain hours.... so no access. If you need help with Wifi not working, calling the 0 prompt will get you to Colombia and MAYBE a return call at 2:00 AM, a little bit disruptive when trying to sleep.

The lack of on site staff is not the selling point of this hotel. It is not 100% convenient to use a kiosk to check in and then .... go...