Hampton Inn & Suites Gilroy

The staff were great, the rooms were affordable, and the hotel is about 15-20 minutes from Gilroy Gardens. But the room cleanliness ruined the stay for me. Our room wasn’t ready until almost 30 minutes after check-in, so we were moved to another one. It hadn’t been vacuumed well, and there were bits of trash and hair everywhere, plus a rubber band and cable on the floor. That made me wonder what else was dirty. I usually leave a room nice and clean and tip housekeeping, but this time I didn’t bother. It felt like the staff hadn’t tried either.

We had to book here at the last minute because our previous hotel was horrible. The front desk staff and manager were so friendly and accommodating, and they even gave our daughter some sweet treats. We just checked in, but the service has been wonderful so far. Highly recommend, and thanks for being so kind.

I’m a Diamond member and expect much better from Hilton. Just after midnight on 22 September, I needed a room for 21 September because we were traveling and needed somewhere to sleep. Hilton’s system apparently prevents booking an available room for that night if you walk in or call after midnight. I called this location first, and the man on the phone had no desire to help. He was rude and unwilling, and seemed ready to let paying customers sleep on the street rather than try to book an empty room or find a solution. When I asked for another number to call, baffled by the lack of customer service, he told me to call the Hilton Garden Inn nearby. I’m glad I did. The woman there had the same issue as the man at Hampton Inn, but she was genuinely sorry about the situation and wanted to help. With her help, I got through to the Diamond member assistance line and managed to book a room. I tried calling the property again to let the man know it was possible to book after midnight and check in right away, but the phone just rang out. I still can’t believe a hotel with rooms available would tell a paying customer they couldn’t sleep there that night. The lack of care and customer service was insane.

The hotel itself was clean, nice, and well cared for, with no complaints from me about it. The location is very scratchy, though, right across the street from a truck stop with nothing else around.