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“Horrible Customer Service”

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Extended Stay America - San Jose - Edenvale - North
Ranked #65 of 75 Hotels in San Jose
San Jose, California
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
“Horrible Customer Service”
Reviewed February 25, 2012

I was driving from San Diego to San Jose and made a reservation for this hotel. I let the woman know that my Mother and I would be arriving late (11:30pm).

We arrived to find that we did not have a room because my card had been "declined" (though I had used the card the whole way up with no problems) and NO ONE bothered to call us, even though they knew we would be arriving after hours. There was a very nice gentleman who was doing the laundry who let me in, but didn't have the authority to give me a room. He seemed very worried that we might have to sleep in our car, but couldn't do anything about it. I called the night manager and left a message. Luckily we found a hotel close by that was open at that hour.

I called in the morning and was directed to a manager. I left a message on his machine as well and never was called back. I can't speak for the conditions but the service is horrible!

Room Tip: Don't stay here.
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  • Stayed February 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Julia N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ChristopherTM, Manager at Extended Stay America - San Jose - Edenvale - North, responded to this review, March 7, 2012
Thank you for taking the time to review your recent stay at Extended Stay America San Jose - South - Edenvale. Given our company's commitment to superior guest service, it was great to read about your positive experience with our staff. Of course, I was disheartened to read that your stay wasn't 100% satisfactory. You certainly have my sincerest apologies

I am grateful for the opportunity to respond to your concern. I have spoken with my staff and reviewed the importance of being professional and polite with each and every guest, no matter how busy we may be. It is my sincere hope that apart from this unfortunate occurrence, the rest of your stay with us was satisfying.

Although it is unusual for a guest to have the experience you did while staying with us, we would like to use your account to help us make our hotel even better. Again, I am deeply sorry that you did not have a completely enjoyable stay at our hotel, and I promise that we are focused on total guest satisfaction every day. Please don't hesitate to reach out to me at this hotel or to our guest relations team directly by visiting our website and clicking the Contact Us link at the bottom of the page. I do hope that you will let me demonstrate our redoubled efforts in the future here or at any of Extended Stay Hotels(sm)' other locations throughout the U.S. and in Canada.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Extended Stay America - San Jose - Edenvale - North

Property: Extended Stay America - San Jose - Edenvale - North
Address: 6199 San Ignacio Ave, San Jose, CA 95119-1389
Phone Number:
Location: United States > California > San Jose
Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Wheelchair access
Hotel Style:
Ranked #65 of 75 Hotels in San Jose
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Extended Stay America - San Jose - Edenvale - North 2.5*
Number of rooms: 119
Official Description (provided by the hotel):
Cash is accepted as a form of payment for those guests paying by a weekly or monthly rate. A valid credit card must be kept on file for incidentals. Cash is not accepted as a method of payment for guests paying the daily rate. ... more   less 
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Also Known As:
Extended Stay San Jose
San Jose Extended Stay

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