The hotel is without question gorgeous, from the elevator doors to the bathroom wallpaper. It's also surface clean, with towels and linens in good shape. Where it falls down and falls down hard is with the service and amenities.
Hubby and I booked a room for a romantic night away together just a few days ago and we had reasonably high expectations that the price would come with a commensurate level of service. Boy were we disappointed. The woman who checked us in, (Linda I think?) consistently showed so little enthusiasm for her job that I would not be surprised if she were actually being held hostage and forced to work off a debt. She was incredibly forceful about pointing out the hold the hotel places on the debit card, checking at least three times that we understood they were going to hold a $100 deposit. I guess hubby and I looked poor! No smiles, no thank yous, when she told us the rate for the room she couldn't even manage a full sentence.
"Hi, we'd like to check in if you have a room available for tonight?"
We chalked it up as a fluke, even good customer service professionals have off days, but on check out her surliness was completely unchanged. Apparently the front desk here is staffed by grump cat. :-D
The overwhelming majority of the staff shared her lackluster approach to their jobs, but the front desk experience stands out. Oh, we asked about parking and were told it was valet only at $24 a night. We asked if she knew the cost of the garage down the street, of course she didn't. We asked if the valet cost was billed to the room and were told it was. When we dropped the car off at the valet not five minutes later he asked if we prepaid for parking, which we had not. Turns out, if you prepaid at the front desk it's $22 instead of $24. Nice. At no point did we feel like we were welcome or anyone was anything other than indifferent to our presence.
There was a TV in the bathroom for bathtub viewing awesomeness-unfortunately someone had ripped the cable out of the back. Since we were given the stinkeye on check-in we informed the hotel immediately and they were prompt about sending someone up to fix it. The TV hutch/mini bar had sustained some serious damage to the lock, cutting the vibe in the room down to a little more Creep Inn than Classy Joint. *sigh* Since Maintenance was in the room when we discovered the damage to the TV hutch we pointed that out (to avoid having Grumpy Cat bill us for it!). Apparently it had been that damaged for a while.
I was looking forward to grabbing a midnight snack from their 'Raid our Pantry' program rather than brave the unusual San Jose cold for a late night bite. Yikes. I really love the idea, but the implementation was just sad. Unripe bananas, squishy apples, and what really looked like Costco cookies. I went to fix a sandwich and was baffled to find three types of bread and no toaster. The pantry area is small, since it is an adorable older building, but really? No room for a toaster? Someone did come in to swap out the half empty plastic wrapped plate of deli meat and cheese, helpfully labeled with a date from three days ago, but hubby was so sketched out by the inadequate refrigeration and lack of serving utensils that he would not touch it. They took the half empty cookie tray away (to refill?) and did not bring it back. Bottom line, I've seen cleaner and nicer setups at the Days Inn.
There is a DVD library you can borrow movies from, which was lovely. The remote for the DVD player did not work, which was pretty much par for the course.
To top it off, we accidentally left a hat behind in the room. I called as soon as we realized, 8 hours later. The hat was not turned in to Lost and Found, which I didn't really expect. But I did ask for a callback as soon as the Lost and Found was checked, which I was told would be in half an hour or less. To my complete lack of surprise I did not get a call back and had to call myself an hour later.
The De Anza is a truly beautiful property, and a historic one. But for the money I'd rather stay at the Sainte Claire, Montgomery or Fairmont. A four star hotel is just about the experience, and this experience was really not good.
- Official Description (provided by the hotel):
- Hotel De Anza, a downtown San Jose boutique hotel, welcomes you to the ultimate combination of classic Art Deco architecture, modern comfort and exceptional hospitality. Located near the SAP Center, San Jose Convention Center and the best restaurants and attractions, this iconic Northern California hotel is on the National Register of Historic Places and just three miles from the San Jose Airport. Offering signature amenities, comfortable rooms, unique meeting venues and event spaces tailored to fit the needs of the savvy traveler, you'll find it all at Hotel De Anza. ... more less
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- Also Known As:
- De Anza San Jose
- De Anza Hotel San Jose