Courtyard San Jose Airport

After a very long flight from the UK, I reached the hotel around 8 PM on Monday, January 19th. I handed over my passport and the itinerary from my travel agent, but the man at the front desk couldn’t find my reservation. He insisted I must have the wrong hotel and was completely unwelcoming. Since my travel agent is in Europe, I couldn’t contact them until morning because of the time difference. He was adamant that there was no booking for me and insisted I pay again upfront, even though I’d prepaid in December. I told him how exhausted I was after the long journey, but he showed no compassion or empathy. If he’d asked to hold my card as a guarantee while we sorted it out in the morning, that would have been fine, but he demanded full payment again. I asked for the manager and he said he was the manager, though I have no idea if that was true. I’ve since sent Marriott a copy of the travel agent’s receipt showing the room was paid for back in December. I’m waiting for a response and an apology. I travel a lot for work and have never had anything like this happen. I strongly advise people not to visit until they fix the reservation system and train the staff properly.

The coffee ladies were great, I loved them. But we booked a larger room and got the smallest one, and I didn’t realize rooms and beds only get cleaned every other day. The Bonvoy club member perks were nonexistent. I wouldn’t stay there again.

The first night, January 14, 2026, a front desk employee was rude and unprofessional. I raised it with management and was told they’d address it, but the same behavior happened again the next night, January 15. The employee gave false information about room availability and brushed off my request for a quieter room. Another staff member immediately found an available room on the floor I’d asked for, which contradicted what I’d just been told. When I questioned them, both employees laughed and treated it like a joke. They were unprofessional, and when I asked for a manager, I was told no one was available. The second employee became dismissive, said he “didn’t care,” and laughed openly. While I was clearly writing a complaint email, which he knew, the front desk employee hovered nearby, made sarcastic comments, and acted in a way that felt deliberately intimidating. Management didn’t step in or follow through after the first incident, so I escalated the matter to corporate leadership and HR. This behavior at a hotel front desk is unacceptable. I won’t return.

The rooms were comfortable, thoughtfully set up, and fitted with modern amenities. The staff were friendly and professional, and they made sure my questions and requests were handled. I also slept well in the quiet, and liked the dinner options. Just be aware that parking is $15.00 per night. The Courtyard in San Jose feels newly renovated throughout. I noticed the fresh smell and new hallway carpet as soon as I arrived. It was a clean, well-run place, and I’d recommend it for either work or a leisure trip.