Hilton Garden Inn Cupertino

The room looked nice at first, but it was a really uncomfortable stay. We were quoted $135 for the “deluxe king size room” and ended up being charged over $200 at check-in. The bed was the worst part, like sleeping on bricks, and the flat pillows were completely useless. I’m about six months pregnant, and I’ve never had a more uncomfortable night. My hips and back are so sore today. The shower was lukewarm with weak pressure, and the room was freezing. We couldn’t control the temperature, and the blankets didn’t help. Completely disappointing.

Breakfast was the worst part of my one-night stay. It was presented as a buffet, but there was no service at all: nobody checked on the table, so I fetched my own coffee, searched for water, and took silverware from another table. The staff member stayed in the corner wrapping silverware, then came over only to leave the check and ask for the room number. No greeting or attention. The room was unbearably hot all night, even though it was winter. The thermostat had heat or off, with no air conditioning, so sleeping was difficult. Other reviews describe the same problem, so it doesn’t seem like a one-off. Calling the HVAC system a “joke” feels right. Check-in was poor too. After a long flight I asked for water, and the desk said there was some in the room, even though bottled water was visible behind them. This place feels poorly managed, with basic hospitality missing. I wouldn’t stay again.

I booked one night on the hotel’s website and left early without checking out at the front desk. Then I found two more nights had been charged without my knowledge or consent, adding over $600, even though I hadn’t booked or checked in for those nights. I’m extremely disappointed. I’m more concerned about the security of my information than the extra charge, and want to know whether this was an employee mistake or if someone else used my information to check in. If it was a billing error, I understand mistakes happen, but please refund the extra amount. If not, investigate. I tried email and voicemail from 8:30 am to 5 pm and got no response. I also called the number they gave me, but the front desk was rude, hung up several times, and offered excuses that the manager was unavailable or busy. I just want an explanation for the extra charges. If the manager cares about customer service, they should read my messages and contact me to resolve this. Please investigate instead of letting bad staff ruin a place that could be worth staying at.

The staff were what I remember most. Every person greeted us warmly and tried to help with our requests, even going out of their way to search for a wallet we mistakenly thought we’d left behind. The location suited our needs, and the rooms were very clean. I found the climate controls confusing, and I didn’t like the smell of the carpet cleaner in the shared areas, but those were small issues.