Checked in room#143 on 7/17/21 around 6-7pm. After walking a long way couple of times moving all the luggage and drinking water into the room and disinfecting all surfaces in the whole room, found out that the window is facing 2 big exterior a/c vents, they are too close to the windows that create a lot of noise and the vents keep blowing inside to the room! (i booked this hotel because their windows can be opened for better ventilation during Covid.) Called front desk immediately to request a room with balcony, manager Brittney had no basic customer service manner, she said room with patio is going to be more expensive in such bad attitude as if saying "you're not going to pay/afford it". We asked how much, she said $50/night. Ok, we pay that. She rudely replied there's no room with balcony available, without even checking, without apologizing. Then, please give another standard room so we don't have to deal with the noise and bad air, she said disrespectfully "it is the hotel's design problem" without allowing room change. It was hotel's problem, but it's not my problem. I paid for 5 nights staying in a room with design problem? We requested another standard room again, she said "No, No room" very rudely while we saw all the housekeepers next doors are cleaning many rooms at that time, can't believe Hilton would hire this kind of front desk manager. We are return customers, stayed Dolce Hayes Mansion many times over past 5years because we have business in northern CA and need to visit the area once every 2 or 3months, hotel is nice after the renovation, but ever since it was acquired by Hilton the front desk service has been bad, always with attitude. This manager Brittney was really unprofessional and disrespectful, not trying to help and solve problem at all, we had no choice but to leave, finding another hotel at the last minute. We requested refund, she said it's already refunded. we asked for paperwork so to make sure we won't get charged, she said no paper. Every reply from her is one or few words only. Even staff at Mcdonalds have much better service than this 4-star hotel.…
Stayed for 4 nights while visiting my elderly Mom over Thanksgiving. Very convenient to a home in southwest San Jose, much more convenient than downtown. Rooms have been recently renovated. Ours was lovely, and it was absolutely spotless and sanitized. We wanted to be able to open windows in our room, and so this was a great choice. Free and abundant parking. Beautiful grounds. Our room wasn't large but was very comfortable with everything we needed (small fridge, comfy bedding). We don't do restaurants, inside or out, so not having that available was no problem for us. Staff was friendly and responsive. We will be back.
Love the history and location of Hayes Mansion! Avendale park was once Frontier Village that I went to as a kid! I’ve since moved out of CA and was back visiting friends. Liked my stay at this now Hilton property. Peaceful, comfortable, clean, quiet, safe! Due to CoVid restaurants were closed and as a Hilton member we’re given a credit to use in the marketplace. The marketplace has limited offering and wasn’t restocked during my stay :( There were a couple other minor inconveniences that were annoying in my room but nothing major! Thus the lower rating in service since I was told a manager would call. Didn’t happen :(
Requested multiple items and was told it would be right there. This occurred 5 times over the course of 2 days. Did not receive fresh towels, and had to dry off with bed sheets. Then we could not get fresh bed sheets. Terrible stay.
…don’t stay in room 141 if you are not traveling with kids and want a quiet evening and a bed time before 10pm. It’s right next to the pool which is open until then. Other than that it’s a beautiful and comfortable place to stay. No housekeeping or food during our stay. The bed and sofa bed were both very comfortable.