My complaint:
The staff response to problems with the room was horrible. The fact that I had these problems in a $1k a night suite was unacceptable in the first place. I went to the front desk twice on my 1st day to ask for the repairs and clean up; once the next day, and made a request at the front desk at 10am on the 3rd day to speak to the manager (I was told he was in a meeting.) I finally talked to the manager at 5:27p on my 3rd and final day. (I must admit I missed his call his call 12:56p, still over 2 hours after my request. I called back at 2:59p and was told he was in a meeting.) We spoke on his call to me 1.5 hours later. He asked me to list my complaints. Remember this started on day one. 1) I requested and gotpaid for an accessible room; the auto-flush system didn’t work, so my wife could not flush the toilet. The manual button was so hard to push it actually bruise my palm. This was never repaired. 2) The highlight of this suite was a furnished patio (with a firepit) at the pool level. There was a dead decomposing bird on one of the cushions. It wasn’t removed until approximate 6pm on the 3rd and final day; so we weren’t able to use an area I paid a premium for during our whole stay. 3) The thermostat in bedroom did not work and had an error messaged on it. So I could turn the fan on and blasted it the whole time or not have air conditioning during the hot San Jose days. It was never repairreplaced. 4) The sheets on the bed were stained. Changed the last day, even though we spoke to the housekeepers directly as well. Wow! At least the suite’s doorbell worked.
Suggested solution:
I would like a reduced rate. I chose this $1000 a night suite as a luxury treat for my wife. I received roadside motel quality and service.
I filed my complaint at Complain.biz.com
