Hilton Garden Inn Sunnyvale

Renee really made our Super Bowl visit special. We’re Seahawks fans, and she made us feel welcome as soon as we sat down. She kept checking that we had what we needed, made the game fun, and was so accommodating. Her Bloody Marys were fantastic, some of the best we’ve had. We had a great time at the Hilton in Sunnyvale, California yesterday, and her upbeat manner and service made it even better. Ask for Renee if you’re eating or watching a game there.

The hotel and rooms were comfortable and very nice, but my experience with one front desk employee was terrible. The other agent who helped me was kind, clear, and professional, and I’m grateful to them. The first employee was rude from check-in. He was coughing in front of guests without covering his mouth or apologizing, and I thought he smelled bad. He mumbled so much that I could barely understand him. When I politely asked him to repeat himself, he looked annoyed and gave me attitude. When I returned, I explained I had booked two rooms through Booking.com and showed my confirmation email. He kept saying there was only one reservation in the system until another agent checked and confirmed both rooms. I’d swiped my card twice and entered debit card details on Booking.com, so I asked whether I might be charged twice. The helpful agent explained it clearly, but the first employee kept interrupting and talking over them. I said I couldn’t follow while they were both speaking. The polite agent stopped and apologized; the other one didn’t. After the explanation, the helpful agent left and I continued the transaction with the first employee. In front of my sister, he said, “We are a multimillionaire hotel, so we will not double-charge you.” I told him I understood and was only checking because I didn’t want a duplicate charge. He gave us a disrespectful look, as if he looked down on us. I kept my composure, though I should have said that even a multimillionaire company can make mistakes, including double-charging, as I’ve seen mentioned in other Google reviews. I work in the same industry in a managerial role, and I don’t think what he said or did was appropriate. Front desk staff should treat guests well, not lecture them or make them feel inferior. The service was very, very bad, and he needs more training. Thanks again to the other agent for being so professional.

My work trip reservation was canceled four days before I was due to travel, even though I’d booked weeks earlier. The hotel blamed overbooking. I assume they misjudged demand around the coming Super Bowl events and gave the room to someone they considered a higher priority, but that’s only my impression. The way they handled it was awful: they emailed me instead of canceling in the app, then wouldn’t respond by phone or text. There was no explanation or compensation. I’d choose another hotel chain or property unless you can risk a confirmed booking being canceled at the last minute. Buyer beware.

The rooms were the bright spot: modern, spacious, comfortable beds and pillows, and in good shape. The hotel itself is modern too. But I left disappointed and won’t include it on my business trip hotel list anymore. The breakfast buffet costs $25, and I couldn’t find anything there worth recommending. Staff didn’t seem motivated or helpful, and “I’m sorry” was about the only answer they offered. Hilton Honors Silver got me two bottles of water at the start of the stay, but no more. Online check-in was pointless since I still had to go to reception. At check-in, they asked whether it was okay if the room wasn’t cleaned during my stay. I understand asking, but if the hotel is saving money by employing fewer people, what does the guest get in return? I hope things improve.