My family travels throughout Northern California a lot with my two daughter's competitive softball teams. I find time and time again awesome customer service and people who will go the extra mile to make you feel welcome when you're away from home. Hilton in Santa Clara is NOT the place to find that and I will never stay there again.
All it would have taken for me to enjoy my stay was a friendly and/or helpful front desk person. Instead, I had the displeasure of being helped by Naz. Naz made me feel unwelcome and like a 2nd class guest for booking through Priceline, which she mentioned at least 8 times during the check in and check out process.
When I arrived, there was a long line to check in. There were two people (Naz being one of them) helping one gentleman and his young son. The manager (I assume, he wore no name tag) was on a cell phone, talking loudly enough for the entire lobby to hear that the person trying to check in was using someone else's credit card and how that was not allowed. Finally, after embarrassing the man and his son and making the rest of us wait the ten minutes, they were able to find a resolution by faxing an authorization to the card holder.
When it was my turn, I was informed that my daughter, her friend and me would be given a room with one bed. I called the hotel immediately after booking to request two beds. Naz told me she saw the request, but they need to give rooms with two beds to people that pay for them, not their 'priceline' guests! If I wanted a roll away, it would be $10. She would not allow me to talk without cutting me off with her broken record recording 'when you book through a third party, you are not offered any guarantee'. Finally I just stood quietly while she completed the transaction.
We were given a room next to the elevator and vending machines, I'm sure this was no mistake. The hallway was dirty with someone's spilled food right in front of my room. It took until the next day for it to be cleaned.
The people checking in next to me were also Priceline guests and they were very loudly told their credit card used to book had been declined. The person helping them had to call someone over for assistance because that was "so weird!" It was announced loudly twice that the card had declined.
To make matters worse, later that day, my daughter and her friend got stuck in the elevator. When they finally got out, after a few long minutes in the dark, they asked the front desk if they could take the stairs back up because they were afraid to go back in the elevator. The front desk told them no, the stairs were locked. ???
The vending machine on my floor was broken and we were told to use one on another floor.... great... back on the broken elevator! lol
Upon check out, I was charged for a roll away bed, even though I didn't use one. My daughter, her friend and I all shared a King. I got to see Naz again and she was even less pleasant... telling me she didn't know who told me there wouldn't be a charge for the bed because she clearly explained their policy to me! It took everything I had not to scream... I didn't use a roll away bed!!!!!
When I asked Naz to sign off that I didn't use a bed on my receipt, she scribbled something on the receipt. Something, of course, that you can't read. When she brought up how I booked through Priceline again I said, "you know, you are really making me feel badly for booking through Priceline" She said "That's not what I'm trying to do." What was she trying to do? I don't know. But, it wasn't offer customer service.
With so many hotels to choose from, thankfully, I will be able to test other hotels in the area's customer service. I have a feeling it can't get any wor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.