Santa Clara Vacations from ￥107,030

Room was spotless, staff very nice

While the property itself is great (clean, quiet, good amenity), communication and management is poor. We were given a code to a wrong room in the Latch app as they re-assigned us to a new room on the day of check-in but didn’t update in their system properly. We stepped in a room that was clearly occupied! What’s worse was we were emailed that all staff would be on Thanksgiving break and we should call some back up phone number, but the back up person clearly belongs to a different firm and was not sure how to handle this and told us there is a chance nobody would be given it’s night before Thanksgiving (so very stressful for us after a long day of driving). And even more funny was we tried to call the original number after all, and they were actually not on break at all! They were indeed able to help. It seems the property is subcontracted through many firms and between each layer there is some communication barrier. Too many miscommunication and mismanagement made an otherwise wonderful stay stressful.

Room was never cleaned despite making a housekeeping request the night before- as required. Staff were pleasant, room key had to be fixed 3x during stay. Amenities- everything was opened. Hot tub locked one night as security forgot to open it the morning of but it was fixed by staff. Will recommend for new comers, but won’t come back as I had stayed here twice. Better off staying on a property with free parking or breakfast. Breakfast was $29 per person per staff.

Good stay, clean and secure place. Parking fee wasn’t known prior to stay was a bit of a surprise. Also no bottle water in room was a surprise since always provided at other hotels

Nice room, easy walk to the mall and BART station