On March 5, 2012 we checked into the Comfort Suites San Jose Hotel. We had reservations for Monday through Friday [4 night] as we were in town to visit family.
The room was adequate, but we needed to keep a towel over the A/C to stop it from blowing directly on us. The daily complimentary breakfast was so pathetic (the coffee was almost undrinkable) that after the first morning, we walked next door to Denny’s instead. As for parking, as someone else posted, it was terrible with hardly enough parking spaces as well as not being secured.
On our last night, we left a wake-up call for 3:00 AM Friday morning, as we had an early flight out of the San Jose Airport. As we planned on getting up so early, we were in bed and asleep by 9:30 PM Thursay night.
Suddenly, after 3 uninterrupted nights of sleep, our clock-radio alarm suddenly went off at midnight! We were woken up out of a sound (and much needed) sleep.
Being awakened out of a sound sleep and groggy, we tried to fix the alarm, which we DID NOT set, and therefore had no idea how to stop. So we called the front desk to ask what to do to turn the alarm off! The girl at the front desk (who said her name was Anel) thought our situation was very funny. That was NOT the response we needed and we told her so. Her only answer was for us to unplug the clock-radio, to which we told her that we needed a clock in our room so we would know what time it was. She thought that was very funny, too! When my husband got on the line, and demanded some assistance, SHE HUNG UP ON HIM!
Our only solution was to turn down the volume on the clock-radio. Luckily that quieted the radio so we could get back to sleep.
When we were ready to check-out on Friday morning, Anel as still at the front desk. We told her how unprofessional she had been and that we did not appreciate her lack of help and especially the fact that she found our problem to be FUNNY! We told her we would be contacting Choice Hotels as well as the General Manager. Anel shrugged and said she couldn’t care less.
We sent a copy of this report to the General Manager, Sunil Patel as well as to the Director of Sales, Sita Patel.
We are Choice Hotel Members and this is not the kind of service we expect from Comfort Suites.
Update [March 16, 2012]
While we have not heard back from Choice Hotels, we did get a response from Mr Patel. He said that Anel had been with them for a long time and that according to her, the laughter we heard was not directed at us and that she “offered to come up to our room to fix the clock” and that we not only refused, but were rude to her on the phone.
Not only did she NOT offer to fix our clock (other than unplugging it), but if she was laughing at something other that our phone call, it was not apparent and should have ceased when she realised that there actually was a problem.
Despite Mr Patel’s “apology” we will NOT be returning to this hotel again. In the future, we will find lodgings with a different hotel chain instead, rather than Choice Hotels.
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- Also Known As:
- Comfort Suites Airport Hotel San Jose
- Comfort Suites San Jose
- San Jose Comfort Suites