Courtyard by Marriott San Jose South/Morgan Hill

My brother-in-law is moving and needed somewhere to stay between places, so I booked a room for him online. I’d spoken with Nick and Nicolette on 1/6 and again the morning of 1/7 to set it up and confirm everything. They were extremely helpful. But when he arrived, he couldn’t use my card for incidentals. The room had already been paid for online, so this whole dispute was over $55. He had no other payment method, and they don’t accept prepaid cards or Chime bank. When I called to approve the charge, I was told they’d use a credit card authorization form. While I waited for it, someone called back and said they couldn’t use the form after all. I then asked if someone else could go in and put the incidentals on their card. They refused and said the reservation was being canceled. I asked for a supervisor, but the man said no, his supervisor was busy. When I asked his name, he hung up. I called several times; when he finally answered, he said I was rude and disrespectful and claimed the call had just “dropped.” He eventually gave the name “Don,” which I doubt was his real name, and refused to give me a last name. He had a heavy accent. It was 1/7/2026 12:37PM, so whoever was working then was the person I spoke to. I was shocked by the difference between him and Nick and Nicolette. I called again to cancel my second reservation, and he again called me rude, then asked, “Do you want me to charge you?” It felt like a threat. He accused me of being disrespectful when I was matching his tone. I’ve worked in hotels and in HR, and I was disgusted by his entitled behavior. I was left in tears. I hope the calls are recorded for quality assurance, because I think he should be fired for how he handled this. I was at work through all of this and told him so more than once. “Don” showed no communication, customer service, or conflict resolution skills. I asked when he got off so I could call back and get real help, but he wouldn’t say, and it seemed to me he didn’t want me telling his supervisor what he’d said. I’ve stayed here before and had family stay here while visiting. They’ve lost a returning customer. My brother-in-law now has nowhere to stay, and we’re scrambling to find another reservation after this had been settled. I’m 19 weeks pregnant and didn’t need this extra stress while trying to book him a room. I’ve stayed at many hotels and worked in them, and I’ve never had an experience like this. I’ll escalate this however I can. The reservation should never have been canceled, and this whole interaction should never have happened.

The location is handy for getting to 101 and nearby restaurants. Inside, the rooms looked nicely decorated and felt comfortable; everything seemed clean and well maintained from the moment I walked in. The front desk staff were helpful and pleasant. Parking was well lit at night, and the complimentary breakfast had a good variety.

The stay itself met the usual Marriott standard: clean rooms, comfortable accommodations, and a welcoming feel. The hotel is well kept, and the employees were friendly and professional. Check-in in person was quick and easy. I still don’t really understand Marriott’s mobile check-in, though. I selected it in the app but had to go to the desk anyway, so it didn’t seem to make anything simpler. Aside from that small frustration, the Courtyard by Marriott in Morgan Hill was a solid choice, as most Marriott properties are.

We picked this place by chance on a road trip, and I’m glad we did. The room was clean, spacious, and comfortable, and check-in was easy with really friendly staff. A huge plus if jet lag has you awake at 5am: the 24-hour fitness room is clean and incredibly well stocked. We were impressed with the whole place.