Originally Posted by
dparkinson
I have mixed feelings about this hotel. On the one hand, the rooms are nicely appointed, the free Bally's access is great and the breakfast is cheap.
On the other, with the exception of 1 or 2 FD staff, I'm underwhelmed by the service. Stayed here 7 times, been told each time that they either "don't have any suites avail" even though the website shows they do, "only upgrade one room category for platinums" or "only upgrade to junior suites." I don't mind j suites, but the only difference between a J suite and a regular room here is maybe 50 sq ft and a loveseat.
Aside from that, I got a rather rude call from the front desk at around 11am on a Sunday that I was being too loud when I yelled at the maid to stay out when she walked in. She knocked, I said hello several times with increasing volume, finally shouting when she opened the door anyway because, you know, I was half dressed.
Also, as of last weekend...perhaps the worst internet speeds I've ever experienced in a hotel, but looks like that's changing.
Side note...the FP Silicon Valley, despite being in the middle of NOWHERE, was actually renovated really nicely and is my choice unless I need to be in SJ downtown. It's a lot cheaper and not too bad if you have a car.
Hi:
Thanks for your feedback! While I'm glad that you've enjoyed our facilities, I'm disappointed that we've not met your expectations fully.
I'd like to respond to a few issues you've raised:
- Our "specialty suites", (i.e. the 1BR units) are by definition not part of the SPG Platinum upgrade program, unless the hotel is fully booked and the upgrades are required as a result of an overbooking of a (lower) room type. I share your thoughts re the Jr Suites. In addition to being basically the same size, I personally find them to be quieter (not street/traffic facing) and they enjoy stronger wifi (for now).
- One or two junior and/or specialty suites will be kept available for sale during the day, at the market price, until we're convinced they won't be sold. Usually, this won't occur until very late in the day, similar to an airline's practice of releasing any available FC seats just prior to boarding....(this is why you'll see them online available even though we're not able to offer them as an elite upgrade).
- The upgrades are generally based on rate, however, there is a Starwood protocol which we follow; it takes into account room rate, property and brand loyalty factors, etc. Of note, aprox. 85% of our business is SPG, and approx. half of that are Platinum Elites....so there is quite a lengthy upgrade list with a fairly limited inventory of (unsold/available) suite with which to work.
- As to the housekeeping issue, I'm not sure as to the exact circumstances of the phone call, although I would gather that a neighboring room possibly overheard the exchange and notified the FD....that said, I'm sorry if the staff was less than hospitable in their outreach to you (not to mention our insistence at entering your room in the first place...), and do regret any inconvenience or embarrassment as a result.
Should your travel plans return you to the downtown San Jose area, don't hesitate to reach out to me either here or via a private message or email, and I'll see to it that your visit is comfortable.
Thanks again,
Randy Zimmerman
General Manager, Four Points by Sheraton San Jose Downtown