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“HILTON IN SAN MATEO” 1 of 5 stars
Review of Hilton Garden Inn San Mateo

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Hilton Garden Inn San Mateo
3.0 of 5 Hotel   |   2000 Bridgepoint Circle, San Mateo, CA 94404   |  
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Ranked #1 of 13 Hotels in San Mateo
newbury park, United States
1 review
“HILTON IN SAN MATEO”
1 of 5 stars Reviewed June 5, 2014

One of worst hotels I have ever stayed in. Bed was hard. Walls in lobby were peeling. Staff was inadequate. $15 for breakfast!!! When I asked them to discount second night as I decided not to stay they refused. There was no manager to speak to.

  • Stayed June 2014, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service

Review collected in partnership with Hilton Garden Inn

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
dghudson, General Manager at Hilton Garden Inn San Mateo, responded to this review, June 10, 2014
Dear Rick F,

I'm sorry to hear about your experience. I have really attempted to inform all our guests about renovation prior to arrival so they can make an informed buying decision and be honest about the construction. If you book on our website we have a notice posted which appears two times during the booking process. This notice was posted 6 months ago. I have also informed all the major third party websites to post the notice on their sites too. Additionally, we email guests a couple of days prior to arrival to make sure they are aware of our renovation. I do show that an email was sent to you but perhaps it went to your spam folder? We really are not trying to hide that we are undergoing renovation to upgrade the hotel.

Our check out time is 12noon. This allows our housekeeping staff time to clean rooms for incoming guests to minimize wait times for those checking in starting at 3pm. I show that you checked out at 8:45pm Saturday night after having stayed the previous night. My staff is particularly lenient right now with renovation issues and would have gladly given you a later check out time like 1 or 2pm without charge. Your review fails to mention the lateness of your check out time and makes it seem as though we were being unreasonable. The front desk person did explain to you that we charge a half day rate until 6pm and a full night's charge after 6pm because we don't have housekeeping staff on duty that late to clean rooms.

Regardless, we do stand by what we sell which is a great hotel with excellent service. Since you were not completely satisfied we have adjusted off the second night charge. Please reconsider staying with us during future visits to San Mateo and thank you for the feedback.

Sincerely,
Derek Hudson
General Manager
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304 reviews from our community

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    5
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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San Francisco, California
Top Contributor
108 reviews 108 reviews
28 hotel reviews
Reviews in 35 cities Reviews in 35 cities
47 helpful votes 47 helpful votes
2 of 5 stars Reviewed May 31, 2014

The hotel is in the final stages of renovation so make sure you ask if this is under construction before you choose to stay there.
Once it is done it will be a really great value. It is far from the airport but ideal if you are working with the biotech industry.

Room Tip: Wait until the construction is done to stay here.
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  • Stayed May 2014, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 4 of 5 stars Service
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dghudson, General Manager at Hilton Garden Inn San Mateo, responded to this review, June 2, 2014
***Renovation Update***
The lobby is 90% done. Guest rooms will be finished in July. Any noisy work is going on between 8am-5pm. If you would like to get more detailed information then please don't hesitate to contact me directly. Thank you for your patience while we make improvements to the hotel.

Derek Hudson
General Manager
(650) 356-6107
Derek.Hudson@Hilton.com
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Pleasant Hill, United States
1 review
2 of 5 stars Reviewed May 29, 2014

This hotel is relatively close to the San Mateo Event Center but it is oddly located in an industrial park. It was being renovated so it was a mess and and the renovation didn't look like it was going to help much. The pool was non-existent and the TV wouldn't change channels. We hung out with friends at their hotel in Half Moon Bay and were so disappointed we had to return to our underwhelming accommodations.

  • Stayed May 2014, traveled with family
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service

Review collected in partnership with Hilton Garden Inn

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dghudson, General Manager at Hilton Garden Inn San Mateo, responded to this review, June 2, 2014
Thank you for your feedback. I'm sorry you could not find our pool. It has been open the entire time during our renovation. We keep the outdoor pool and Jacuzzi heated year round.

Please reconsider us the next time you come to San Mateo. You missed out on all the shopping that is walking distance from the hotel in our quiet location. We are also getting lots of positive comments about our new look. Contact me directly and I'll make sure your next stay is in one of our newly renovated rooms.

Derek Hudson
General Manager
(650) 356-6107
Derek.Hudson@Hilton.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Mateo, United States
1 review
5 of 5 stars Reviewed May 22, 2014

A hidden gem in Silicon Valley, the staff makes the experience. Particularly Elias, who works the breakfast shift and will welcome you as if he'd been awaiting your arrival. The warmth of the staff, from front desk to restaurant to chamberpeople really differentiates this from just another Hilton Garden Inn.

  • Stayed May 2014, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hilton Garden Inn

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The Hague, The Netherlands
Contributor
18 reviews 18 reviews
13 hotel reviews
Reviews in 15 cities Reviews in 15 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed May 20, 2014

We stayed here because we wanted a comfortable hotel close to the San Mateo Event Center. Arriving the day before the Maker Faire it was a perfect place to overcome our jetlag. Renovation on the lobby were just finished (nice!) and we got a great newly renovated King room on the 7th floor. Very quiet and roomy. Fast elevators. Staff is very pleasant and welcoming. Food at the restaurant is average. Breakfast cooked to order is good. Added bonus was the free shuttle to the Maker Faire. We'd be happy to stay here again.

Stayed May 2014, traveled as a couple
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Atascadero, United States
1 review
4 of 5 stars Reviewed May 18, 2014

We stayed here before and it was a great experience, but they are now remodeling and it was noisy in the morning. It is a good value for the weekend price and I hope that they finish the remodel soon.

  • Stayed May 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hilton Garden Inn

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 of 5 stars Reviewed May 12, 2014

Next time, I would like to choose the Hyatt one at Burlinggame. The breakfast is OK but not as good as Hyatt. In addition, the TV was no signal. Because that I only stayed for 1 night. So I didn't ask the hotel to repair it for me.

  • Stayed May 2014, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Hilton Garden Inn

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn San Mateo

Address: 2000 Bridgepoint Circle, San Mateo, CA 94404
Phone Number:
Location: United States > California > San Mateo
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Business Hotel in San Mateo
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn San Mateo 3*
Number of rooms: 158
Official Description (provided by the hotel):
The Hilton Garden Inn San Mateo is just 6 miles from San Francisco International Airport via complimentary shuttle, and offers complimentary high-speed internet access, fitness center and pool. All rooms feature adjustable mattresses, flat screen TVs, refrigerator, microwave, hair dryer, iron and full size board. The hotel is across the street from an outdoor mall and 30 minutes from downtown San Francisco and the Pacific Ocean. ... more   less 
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Also Known As:
Hilton Garden Inn San Mateo Hotel San Mateo
Hilton San Mateo

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