I stayed at this property last month for an out-of-town visit to the San Jose Area. I can see where the 3-star overall reviews are definitely warranted. I booked a room for handicapped access, including a shower and a room that can accommodate a wheelchair. Check-in with front desk staff (”Lira” and front office manager, Michael Zamora) was straightforward. Before we progress any further, just remember that at the reception area, as well as on the website and any paperwork associated with the hotel, there are no notices or signs that indicate that room makeup/cleaning is not available unless you ask for it or on an every other day basis. OK, so we get to the room and it's not a handicapped room.... a standard tub/shower setup and not an accessible room. Went downstairs and spoke to Michael. Long story short, he was amenable to getting me a room that I requested but no apologies of any sort. Just the minimum perfunctory service and that's all. No negatives on his personality, as I said, just the minimum service. After an hour, we were able to get into the accessible room, which was comfortable and nice. After the first day, no room service/cleaning. When I asked staff about this, they said, oh, there's a sign adjacent to the front desk on a pillar that notifies guests that there is only every other day service unless you ask for daily service. I asked to see the sign. When the front desk person pointed to the pillar, I said ”What sign?” She looked at the pillar and said, ”Well, it is missing but it was there.” I have no words. SMH. No apologies either, at this point. There was also no lounge chair in the room and when I called downstairs around 7 pm the first night to see if one could be found, The front desk person (male, unknown name) was up to my room in less than 5 minutes with a chair...Kudos to him for being so damn prompt and attentive. Much appreciated, Sir. Finally, on my last day, I was able to speak to the General Manager, Alexandra Tang, and the Operations Manager, Zaldy Cordova, both 5-star employees. I'm sure that if the entire hotel was occupied and serviced by Alexandra and Zaldy, this would be the best hotel in the area. The other staff, I could get better service from a random In-N-Out employee. Lastly, the proffered morning breakfast was very satisfactory, but if you wanted the breakfast buffet offering (eggs, bacon, potatoes), it's $25 a shot. That's kinda pricy, even for a hotel, IMO. All in all, I'm gonna hitch my Hilton Silver Status pony up to the Hilton/Hampton Inn down the road. 4-5 stars for me, every time I stayed there. I just tried HGI for a change of pace...no more, baby.
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