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“The most bizarre experience”

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Hyatt Place San Jose/Downtown
Ranked #12 of 75 Hotels in San Jose
Portsmouth, United Kingdom
Level Contributor
23 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
“The most bizarre experience”
Reviewed October 21, 2013

So this trip was planned some time ago. We were heading from the UK to Santa Monica, then onto Oakland then back to LA then finishing off in San Jose to go to a concert there. We spent a while looking for a hotel that met our requirements and was in walking distance of the gig venue. We booked directly with Hyatt, no outside agency and we booked AND paid a full, non refundable, non-changeable, paid in advance booking. Confirmation was sent to us and and it was stressed to us in BIG RED LETTERS that we couldn't amend this booking. The money was taken from my credit card.
We are not novices when booking hotels, we've travelled all over the world, seriously. Mostly if a hotel is OK we don't review it. If its great we do and if its really bad we do.
So we arrive at check in - really pleasant receptionist struggles to find our booking. Our concerns grew as she advised they were at full capacity that night. Now we should have arrived the night before but got delayed - this happens in travel - flights get changed / cancelled etc. As we had paid in full in advance for the room, directly with Hyatt and we couldn't change the booking as per booking conditions there seemed no concern. Our room was booked and paid for. Now you know where this is heading.
They had cancelled our room and re-sold it. I wasn't happy and a lad that had taken over from the girl went to discuss it with the hotel manager and came back and basically said ' tough luck'
Now to be clear, I wasn't aggressive, I don't get angry or start ranting and raving when things go wrong, i just need answers and solutions. I asked to speak direct with the manager. After a little resistance a man came over dressed like a janitor ( no disrespect intended to Janitors ). His name was Moustafe and instead of introducing himself as the manager and saying something along the lines of ' hey, i'm really sorry for the mix up, lets get something sorted for you guys, can you give me 5 minutes ' or words to that effect, then quickly phoning round his buddies in other hotels to try and find us a room, he simply says "HOW CAN I HELP?"
Wow, you never went to the customer service school did you Moustafe.
His view was that if you don't turn up for the first night, you forfeit the stay EVEN THOUGH YOU'VE PAID FOR THAT ROOM TO SIT EMPTY.
He said policy was to cancel the stay. I suggested maybe a phone call to the customer, or an email ( bearing in mind a few days earlier i'd received a confirmation email from them confirming my NON CHANGEABLE, NON REFUNDABLE, PAIN IN FULL RESERVATION). He said, he couldn't possibly get in touch with guests, that would create far too much work. WHAT????? Seriously?
So my wife and I are stood there, 2 suitcases, 2 carry ons, having arrived by taxi being told that if someone cancels they will call us. THIS IS NOT HELPFUL. What should we do, go sit out on the street in a place we've never been before and hope and pray someone phones to cancel.
Now bear in mind that at this point, the manager of the hotel, didn't even expect to refund any of our money. I wouldn't have expected the night we didn't show, but he thought it was acceptable to not only re-sell our room for the second night, but also to keep our money. ALL $620.00 of it!!
He finally agreed to call a few hotels in the area and found room at the Fairmont round the corner then started explaining how we should walk to get there. Really?
The most arrogant hotel manager i've ever had the displeasure of meeting. So now, when we get back to the UK I need to chase Hyatt for a refund of the second night.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Service
Helpful?
4 Thank BrainLinda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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769 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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Atlanta, GA
Level Contributor
18 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed October 16, 2013

I was pleasantly surprised at this hotel. I like the overall approach with the Hyatt Place brand and this is an improvement from what I've seen in the past.

Very spacious and open lobby area with dining area and bar.

The staff is very friendly and helpful.

The rooms are nice with a nice couch and desk area. The desk has two power outlets on the top which will save some crawling around to find power.

  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank felixc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hacienda Heights, California
Level Contributor
14 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed October 16, 2013

Stayed here for 2 nights during my business travel. Nice clean room, friendly staffs with high qualify breafast foods. Best is the parking is free rather than $25 per night at other nearby downtown hotel.

  • Stayed August 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Dennis P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Philadelphia, Pennsylvania
Level Contributor
20 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed October 13, 2013 via mobile

I visited this hotel in April for the Cloud Connect convention. The room was clean and was in good order. The restaurant on-premise had good food and pleasant service. The hotel was connected directly to the convention center, which made it very convenient, and it was evident that they had in invested on the technology to support the convention. Overall it was a nice stay, one of the nicest Hyatts that I have visited.

Stayed April 2013, traveled on business
Helpful?
Thank Kris S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Redding, California
Level Contributor
174 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed October 9, 2013

The room was very comfortable, great bed and nice to have a couch to sit on! The staff was very friendly and helpful. Great downtown location, close to lots of fantastic restaurants. If you like to walk, it is in walking distance to the SAP Event Center. Free Wireless, parking is $22. The included breakfast was ok, but it's free! We will stay here again.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank bfh195
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Stephen S, General Manager at Hyatt Place San Jose/Downtown, responded to this review, October 11, 2013
Thank you for taking the time out to write a survey. I am pleased to hear the friendly staff mentioned as we try very hard to satisfy our guests. We hope to see you again soon!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Diego
Level Contributor
110 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed October 9, 2013

Stayed here 2 nights last week and was happily surprised. Super friendly staff, upgraded rooms, location close to everything and an excellent continental breakfast. Juice, coffee, bagels, cereal, fruits, bacon, pancakes, eggs, etc. Parking is a bit steep but that's the norm for anywhere in San Jose.
Highly recommended spot.
PS For some fun nightlife, check out O'Flahertys a few blocks away. Fun atmosphere and lots of craft beer on tap.

Stayed October 2013, traveled with friends
Helpful?
Thank Sam B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Stephen S, General Manager at Hyatt Place San Jose/Downtown, responded to this review, October 11, 2013
Thank you for the kind words and we look forward to having another opportunity to host you as our guest!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Charlotte, North Carolina
1 review
Reviewed October 9, 2013

Bid the hotel from Priceline, and stayed there in one week.
Hotel rate is reasonable since it's been bid from priceline.
King size bed and is really cozy. Facility is pretty good and stuff are friendly.



Stayed November 2012, traveled with family
Helpful?
Thank Joeywu86
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Stephen S, General Manager at Hyatt Place San Jose/Downtown, responded to this review, October 11, 2013
Thank you and please consider us in the future if you are ever back in the area. Have a wonderful day!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hyatt Place San Jose/Downtown

Property: Hyatt Place San Jose/Downtown
Address: 282 Almaden Blvd, San Jose, CA 95113-2003 (Formerly Convention Plaza Hotel)
Phone Number:
Location: United States > California > San Jose
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#15 Business Hotel in San Jose
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Hyatt Place San Jose/Downtown 3.5*
Number of rooms: 234
Official Description (provided by the hotel):
In the heart of Downtown San Jose, Hyatt Place is your choice for uncomplicated travel. A short walk to craft beer and hip dining destinations with our own food options available 24/7. ... more   less 
Reservation Options:
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Also Known As:
Crowne Plaza San Jose
San Jose Crowne Plaza

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