Hilton Santa Clara, Santa Clara

I just read the reviews and wish I had read them before booking. Like the other experiences listed with individuals that booked through a third party, I booked through hotwire and was treated very poorly. I booked two rooms, both with double occupancy. I received two rooms that were both singles. I told them I don't want to share a bed with my adult brother and reserved two beds for each room. Basically their stance was "to bad, you already paid for the room and we will NOT make a change". They stated they were sold out and also stated they had no roll away beds available. My grandkids came to visit and the only children TV programs available had to be paid for. Hotwire also stated the there was free Internet, but in fact the hotel charged me $10. The customer service was horrible and in no way did they have any interest is assisting me with any of my concerns. Even when I checked out then never asked me how my stay was, and I believe that is a standard policy for customers who book their stay through a 3rd party because they know what the response will be. HORRIBLE!!

This way my secound time staying here and I had a great experince again and will go back, booked the hotel on hotwire,com got a great price, comfy beds and pillows, great customer service too. Teo things- rug could be clean and we needed more towels, other than that I will contine to go here and use Hotwire.

The Hilton was nice and clean, however there was knowone at the coffee counter and knowone at the bar working. We had to constantly look for service. And the pool is smaler then my bedroom. Workout room is adequate.

Poor customer service. Not a welcoming environment. Long check in line, rude desk clerks, worthless management. Good location and trusted name is how they have any business at all is my guess. The customer service at this location will certainly earn them a bad rap for Hiltons everywhere.

My family travels throughout Northern California a lot with my two daughter's competitive softball teams. I find time and time again awesome customer service and people who will go the extra mile to make you feel welcome when you're away from home. Hilton in Santa Clara is NOT the place to find that and I will never stay there again. All it would have taken for me to enjoy my stay was a friendly and/or helpful front desk person. Instead, I had the displeasure of being helped by Naz. Naz made me feel unwelcome and like a 2nd class guest for booking through Priceline, which she mentioned at least 8 times during the check in and check out process. When I arrived, there was a long line to check in. There were two people (Naz being one of them) helping one gentleman and his young son. The manager (I assume, he wore no name tag) was on a cell phone, talking loudly enough for the entire lobby to hear that the person trying to check in was using someone else's credit card and how that was not allowed. Finally, after embarrassing the man and his son and making the rest of us wait the ten minutes, they were able to find a resolution by faxing an authorization to the card holder. When it was my turn, I was informed that my daughter, her friend and me would be given a room with one bed. I called the hotel immediately after booking to request two beds. Naz told me she saw the request, but they need to give rooms with two beds to people that pay for them, not their 'priceline' guests! If I wanted a roll away, it would be $10. She would not allow me to talk without cutting me off with her broken record recording 'when you book through a third party, you are not offered any guarantee'. Finally I just stood quietly while she completed the transaction. We were given a room next to the elevator and vending machines, I'm sure this was no mistake. The hallway was dirty with someone's spilled food right in front of my room. It took until the next day for it to be cleaned. The people checking in next to me were also Priceline guests and they were very loudly told their credit card used to book had been declined. The person helping them had to call someone over for assistance because that was "so weird!" It was announced loudly twice that the card had declined. To make matters worse, later that day, my daughter and her friend got stuck in the elevator. When they finally got out, after a few long minutes in the dark, they asked the front desk if they could take the stairs back up because they were afraid to go back in the elevator. The front desk told them no, the stairs were locked. ??? The vending machine on my floor was broken and we were told to use one on another floor.... great... back on the broken elevator! lol Upon check out, I was charged for a roll away bed, even though I didn't use one. My daughter, her friend and I all shared a King. I got to see Naz again and she was even less pleasant... telling me she didn't know who told me there wouldn't be a charge for the bed because she clearly explained their policy to me! It took everything I had not to scream... I didn't use a roll away bed!!!!! When I asked Naz to sign off that I didn't use a bed on my receipt, she scribbled something on the receipt. Something, of course, that you can't read. When she brought up how I booked through Priceline again I said, "you know, you are really making me feel badly for booking through Priceline" She said "That's not what I'm trying to do." What was she trying to do? I don't know. But, it wasn't offer customer service. With so many hotels to choose from, thankfully, I will be able to test other hotels in the area's customer service. I have a feeling it can't get any worse!

I chose this hotel initially because I thought that the Director of Catering would be reliable and available on the day of my wedding. I found out the day before the wedding that she was on vacation. She promised to assist us that day. The Manager who took over did not have any clue so we had to tell her everything again. There was no proper turn over. On the day of the wedding, there was no available Banquet Manager nor Catering Manager to talk to and take my favors and menus to be set up on the table. My parents had to do this stuff and rushed to the church for the wedding. Another thing was eventhough we paid $10,000+ on the Banquet for the reception and for 3 additional rooms booked, we did not get any points on our Hilton Honors. We asked the Catering Manager, Director of Catering and the Front Desk to make sure that we get credit for Hilton Honors for the $$$ we paid, but it didn't happen. My maid of honor who had a reservation for 2 nights was asked to leave after one night. According to the Front Desk, the room was only available for one night. Lastly, our contract says that our Wedding Reception ends at 12 midnight, but at 11pm, the Banquet Manager asked our DJ to stop the music and he turned on the lights eventhough my guests were still dancing on the dance floor. Terrible Customer Service. I would never recommend this hotel especially for a Wedding Reception.

I check in on Friday night about 3:30pm and the big girl at the front desk was very unpleasent. I asked to speek to the front desk manager and I believe his name was Chris he just kept on shaking and speaking without listening.I was part of a wedding group and had to wait a long time for my room. I would not ever stay here, I went to the Hyatt and was happy I did.

My daughter and I stayed at the hotel last month. Room service was amazing,the folks at the front desk were very helpful and friendly.The rooms were clean and the bedding was new. Excellent and would gladly stay again.

wow loved the service front desk saff (Naz&Theresa) very frienly in the morning. houskeeping very nice and clean very well. resurant very nice food was grea. over all i would stay whever i get a chance.

after reading these reviews i was expecting a fine establishment. instead i got a smelly smokey room even though i asked for non smoking that had stained rugs and a sticky room service menu. when asked to switch they offered me a room for the handicapped near the air conditioning equipment. pool is tiny and packed with guests. staff is indifferent. never again!