2/10 Terrible
Anahi, San Jose
Travelled with family, Business traveller
15 Sept 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We booked a superior room for our stay. Everything seemed fine upon our late-night arrival, but we quickly noticed a strong sewer smell coming from the bathroom. Exhausted from our trip, we decided not to address it at that moment.
The next morning, we approached customer service to report the odor and requested a room on a different floor. Initially, they suggested cleaning the room, but we explained that the smell permeated the entire third floor and that covering the bathroom drain wouldn’t resolve the issue.
When we insisted on a different room, the staff claimed they didn’t have another superior room available. We then proposed switching to two smaller rooms instead, but the manager stated that exchanging one room for two was "not possible."
Frustrated, we decided to leave the hotel and booked accommodations elsewhere. Since I had prepaid through Expedia, I asked the manager to cancel our remaining two nights and issue a refund. Suddenly, upon hearing we were canceling, he was able to offer us the two smaller rooms.
It was clear that we had been misled, and the staff, including the manager, made no genuine effort to resolve our concerns. They essentially told us that the room was what it was, and they couldn’t accommodate us in any way. I would strongly advise against staying here; the sewer smell is unbearable.
Anahi
Stayed 3 nights in Sep 2024