Extended Stay America – San Jose – Sunnyvale

By far, the worst hotel/​motel I’ve ever checked in. We were moved from the first room because of the excessive smoke smell penetrated in the sheets and walls. Second room smelled like fresh paint, due to renovations (probably from the roaches and mold). The third room we were moved to (117) was OK. During our stay came to find out we don’t get room service if we don’t stay more than 5 days. Now to top it all off, the guest service/​front desk is closed after 10pm! This means there is 0 attendance during the night. After I checked out I forgot to I pluck my phone charger from the outlet and when I returned it was gone. I went to the front desk to ask who cleAned the room and they became nervous to my questions. The front desk manager Val was rude and told me to leave and there was nothing else she could do to find my charger. She said she couldn’t give me «confidential information» on to who cleaned my room that day!

STAY AWAY FROM THIS ESTABLISHMENT. Not even a 1 star!
We had booked a non-​smoking room through Priceline for one night with a total sum of $ 83.01. We arrive at check in and proceed with the usual check-​in requirements. We check in with Mei who advised us of a mandatory deposit of $ 100. We agreed as we were told the full deposit would be refunded within 3 – 5 business days after check out. We receive our room key and continue on to the room. Right when I opened the door, the room reeked of cigarette smoke. Everything in the room smelled like cigarette smoke and it had only been 2 mins in the room and I was starting to feel sick. I call the front desk and speak with Mei (assistant manager) and I let her know the condition of the room. She insisted and advised me it’s because I had booked a smoking room (not sure if this is even in legal in CA?), although it said otherwise on my Priceline receipt. It clearly showed «Non-​smoking», I’m not the type to really argue, but I did let her know this twice, but she kept insisting it was my fault I’m in the cigarette smoked filled room. I then asked if she could switch rooms for me. She tells me that all the rooms are booked and filled up and there was nothing she can do except send some febreze to our room. I asked if there was someone else I could talk to and she tells me no, so I hang up. Mei has no customer service skills fit for the hospitality industry and needs to be trained. What if I was sick or or had a respiratory disorder? My booking shows «Non-​smoking room» don’t tell me your bullshit bitch. *ANYWAYS* I call the front desk again hoping to speak with anyone else, and luckily somebody else picks up. I let her know the details of the room mishap and she said she would transfer me into another room and to come back down to the lobby.
When I got the lobby, the woman greets me and apologizes. Mei is there with her also, and explains to us that COINCIDENTALLY another room just opened up because of a cancellation. RIGHT OK MEI WHAT FUCKING EVER, just a couple minutes after I got of the phone with her when she was refusing to help me. Mei proceeds to tell me AGAIN that it’s because I booked a smoking room (which is not true because I had physical proof which she kept disregarding), I did not want to argue with this dumbass bitch and pretty much only communicated with the other front desk agent. We receive keys to the new room and head over.
Room conditions seemed ok until time went by and we noticed the room was not the advertised room they were offering. Room shows kitchenette with basic utensils and such but nothing was there. No plates, utensils, pots/​pan, cups, coffee maker, toaster, shampoo, soap, tissues, etc., all of the things that were advertised or would typically be offered at any other Extended Stay. There was no shower curtain either, just a thin cloth hanging that did not stop water from coming out while showering. Room condition was horrible, did not have enough pillows for 2 people, and linens were rough and questionable. Bed was very hard and uncomfortable. We stayed our one night and woke up the next morning to check out.
I checked my bank account today to see if I had received my $ 100 deposit back and noticed that only $ 88.95 was refunded. Where is the rest of my money? The full refund wasn’t there.
I contacted Extended Stay today and spoke with Frank (who I believe is the manager) in regards to the refund issue. Frank had said that the room cost was over $ 94. When I told him that was incorrect, he began yelling at me over the phone. I was letting him know that I was looking at my bank statement and he insisted that his charge was the correct cost ($ 94). I wanted to figure out why it was charged more than it should have been and he kept repeating he was not able to help me as he could not release that information to me although it was my account that was charged. He became more frustrated and enraged and instead of helping me, he told me there was nothing he could do about it and to call Priceline and hung up on me. Frank was very unprofessional as he was yelling the entire conversation. He must not realize he is in the hospitality industry where he should be hospitable and accommodating. He does not understand what customer service is and lacks skill in that area. Frank and Mei clearly do not know how to handle issues, or talk to customers. Please do not book a room here, it will be a hell of a hassle with shady people. I’ve stayed at other Extended Stay locations, and this is by far the worst experience I have ever had with a hotel and it’s staff members. Will never book with any Extended Stay again and will never reconsider.
*DROPS MIC*

Stayed here for two days while in town visiting family. Had my service dog with me. Upon check in, I notified the front desk, as I always do. I was asked to email a copy of my dog’s certificate & ID, which I gladly did. A few days after I checked out, I noticed that my card was charged $ 50. I contacted the hotel and spoke with Frank Taheri, the manager on duty. He informed me that I was being charged $ 25 a day, for my service dog. I notified him that it was illegal to charge a fee for service dogs. He then got very loud and insisted that it was not. We went back and forth about it for awhile, then he says «You say it is and I say it’s not. What do you want me to do about it!?!» I then asked who was his supervisor, and he instructed me to call corporate.
So, now all flustered, I contact my lawyer and explain what is happening. He tells me to call the hotel and get a receipt for the charges. I call back to speak with Frank and he immediately transfers my call. I then speak with CJ at the front desk. Asked CJ if they normally charged for service dogs and he agreed that they do. I told him that my lawyer would like a copy of the receipt and that we will be contacting corporate.
Two hours after that phone call, I get a call from Frank stating that they will refund the money. I said that’s great, but my attorney will be contacting corpprate to ensure that they are not charging others for service dogs. He yells «We Won’t!» Very Rude Man, in major need of training. I asked him does he know that what he was trying to do is illegal, then he says «Do you want your money back or not!?!» Never apologizing for being so rude and unprofessional. With this type of management, I will never stay at another Extended Stay America.
The hotel itself is just like any other Extended Stay. Hard beds, limited amenities, mediocre breakfast, and slow WiFi.

Miserable. Negative stars would be more appropriate. Showed up at 9pm to be told my reservation was cancelled since I didn’t show by 6pm. Confirmation that was sent to me said they were holding up to and AFTER 6pm. Lady at front desk useless. Manager on the phone took no responsibility. I am sure they had a hold on my credit card but told me no card on file, so they cancelled my reservation. The guy ahead of me had the same thing happen, so it appears to be the thing to do when you are full booked and can sell the rooms for a higher rate on the day of vs the lower rate I got by prebooking. Erased all Extended Stays from my future travel. Hope you all do the same.

Really this shouldn’t even get one star! We had a smelly room and we had cockroaches. I was told they will all the exterminator but I was accused of leaving the door open and letting them in! Bed is so hard and uncomfortable. Would not recommend this to anyone.

This dive vs sleeping on a park bench in the rain during the dead of winter, then and I mean only then after much debate should you consider this dive. I can over look booking me in a smoking room after I requested a non-​smoking but to have the desk person say I have no preference and I called his bull by showing him my corporate conformation reflecting non-​smoking was insulting. Then when I got my room the place stunk. There was one bar of soup, no shampoo, or other nice to haves. I was told since I am staying less than 6 nights there is no room service offered. As an extended stay I expected disheware, nothing at all, not even paper cups. No coffee offered either, you can get things from the office but wait you shall do. While I could get a coffee maker I would have to go buy coffee and cream elsewhere. The room was dirty and the cabinets falling apart and the particle board showing. There was trash in the bathroom trash can, lovely.
If you are homeless and this is better than than that, but a KOA campground and tent may just be a step up.

This hotel is really bad. The beds were comfortable but the air conditioner took forever to cool the room. You cannot check in early or use any public restrooms since they do not have one. You cannot check in until 3 pm.
For the bathrooms, they seem clean but I found hair on the floor in the corner. They don’t give enough towels for us to use. There is only one hand towel, for bath towels and one face washing towel.
Even though we stayed one night to go to Beyond Wonderland, the price for a one nights stay was still very high in price.

BIG NO!
You will get irritate/​frustrated/​wastage of money.
1) every day rather every other time keys wont work.
2) very bad management people on front desk, they just laugh off and dont care.
3) weekly room service will happen once in 10 days that too if you beg for it.
3) very arrogant house keeping manager.
4) they says breakfast included. Breakfast will have apples/​oranges/​muffins/​energy bars and coffee. You will have to be there early morning otherwise you will have to manage with left overs.
not recommended for anyone especially if you are with kids.

The worst experience of my life.
I was working in San Francisco at the outside lands event and I live in Watsonville which is almost 2 hrs away from San Francisco… I decided to book a hotel because I was too tired to drive back home (my work schedule for those 3 days was from 9am to 11pm) so I found this hotel on a booking website that I have used before…
I got to the hotel for check in around 2 am Saturday and that’s where my nightmare begins .
They didn’t have the room I had booked on line available for me (I was gonna pay $ 104) and turns out that they had to upgrade me and I ended up paying $ 160 and I was too tired to deal with it so I said whatever I just want to rest.
I left to San Francisco at 7 am and I actually had some «breakfast «(just granola bars, coffee, and miniature muffins) and I left my room with the «do not disturb «sign outside my door.
When i got back from work I come to the surprise that they did clean my room and also the cleaning person TOOK ALL MY PERSONAL BELONGINGS… they took my cellphone charger and a jacket that had $ 100 cash in one of pockets (I’m a bartender and it was all my tips)…I’m don’t know why they went inside the room in the first place or why they took my stuff maybe they thought I had checked out but my check out date was until Sunday so I’m super upset that they took my stuff and my money so no I wouldn’t recommend this hotel to anyone…
WORST EXPERIENCE OF MY LIFE… and I’m still trying to get then to pay for my stuff…

This hotel for our needs. The review is specifically for CJ. He was so nice and helpful. Because of him we will come back.

One of the worst hotels I’ve stayed in for some time. The bed has earned itself the not so coveted spot on the Top 5 Worst Beds I’ve spelt in! The «hotel» is more like a motel. There wasn’t an elevator that I could locate & I was on the second floor. Never will I return and I recommend others to steer clear of this hotel.

It was a nice room, but I would not recommend staying there. The bed was as hard as a rock, so we didn’t sleep well at all. The towels were stale, not soft. The bathtub was clogged, so when we took a shower, it felt like we were also taking a bath. We thought breakfast was provided, but all it really was some muffins, granola bars, and coffee. Usually, you get a lot more than that with breakfasts at hotels. We were very disappointed with the stay. We definitely will not be staying there again.

Stay 17days from 23 mar to 9 April, my key doesn’t work 3 times, door block in the midnight when I back late. Quite bad breakfast and black café. Internet speed is slow. Won’t stay again if have other choice.

Another out of population property no near stores or gas there is a togos sandwich shop 2 blocks away the property is maintained and housekeeping average Vanessa is a great manager and will go extra measures to accominate too make your stay pleasant. Had a noisy overhead and was moved without a problem No ice or pool just a BBQ that’s supplied its fuel that was nice as for the price that’s a bit more and having a basic kitchen with prepay deposit pots pans etc cheap and aluminum fry pans BYO If possible the room numbering is confusing but not making it a topic this property is looking better and better service than last yr visit

My husband and I stayed here for a week for a business trip and brought along our puppy. The experience was unforgettable, and not in a good way.
I was going to give this place 2 stars because it met our basic needs: had a kitchen, pet friendly, and within our budget. However, after our consistent run-​in with bugs, that wasn’t gonna fly. But I’ll get to that in a sec.
The interior looked nice and updated on the surface, but upon taking a closer look, the room wasn’t up kept and properly maintained.
Upon opening the door, the room smelled something awful and was very stuffy. I’d told the receptionist the next day about that, when she asked me how our room was and she’d told me they didn’t ventilate the rooms to save money. I’ve stayed in many hotels and inns before and had never experienced something so strong or enduring. On the second day of our stay, I bought 3 Bath and Body Works products to help with the smell, while keeping our windows opened during the day to air out the room. I thought it was improving though my husband noticed hardly any difference.
The room wasn’t cleaned properly and the large bottom drawer in our kitchen was broken. I stripped the comforter and blanket from off the hotel bed for sanitary reasons (I do this for any hotel) and while I did so, I found hairs in the blanket as well as on my pillow. That night (our first night), my husband told me that our puppy had picked up what looked to be apple seeds from off the floor. I then borrowed a vacuum from the front office the following day and vacuumed the entire carpeted area.
The bug situation was the worst. The first time I opened our bathroom door, I found a baby cockroach. I was rather unnerved by it but since it was a single incident, I let it slide. Day 2, I found a second bug in our bathroom and a third bug on our kitchen table. Day 4, I found a spider in the bathroom. As we were cleaning out our room on Day 6, the morning of checking out, my husband killed a full grown beetle. We’d found it after pulling out the bed comforter that we’d stuffed in one of the dresser drawers. While my husband set the comforter on the bed, I saw what looked like a rolling round Whopper or something and freaked out when I realized it was a beetle. It was more disturbing when I thought about the few clothes I had in that same dresser, just a few drawers higher up. I’ll admit, I should have told the staff sooner about our bug problem but I didn’t realize the extent of our problems until the full length of our stay. Our desk agent asked about our stay when we checked out and I told him the truth. Even if we had told him, the fact that they’d need to have an exterminator come in in the first place was not appealing, especially with a puppy, and having nowhere else to go.
The one good thing about this place was the very friendly and accommodating staff. In fact, after complaining about our bug situation, the staff gave us a discount for our stay. Unfortunately, all the niceness in the world couldn’t bring us back there.

This place is an extended stay by name and that’s where it ends.
Pros: The room was new and clean. The hotel staff was also very friendly.
Cons:
Checking in: I arrived in town earlier than check out time and the staff has no where I could store my bags. I expect hotels to have a place to store bags during the interim time between check out and check in.
Breakfast: It was not sufficient. The coffee was horrible. I am unsure how you can make horrible coffee, but they pulled it off. It’s one thing for the coffee to be too strong or too weak, but this wasn’t that. It tasted terrible an all 5 days I was there. Also, only thing they had to eat was apples, granola bars, and oatmeal. Insufficient variety.
Internet: the internet was horrible. I really believe the government needs to do something about these companies saying they have Wi-​Fi. The wifi (that is free) was less that 1 Mbs download/​upload. It was do bad, I was unable to watch a simple YouTube video. Never mind trying to get work done or watch a Netflix movie. The only way to do so was to pay an extra $ 20.
Amenities: I was also upset to find they have no fitness center or pool. With there being no reasonable internet, no gym, and no pool, there was nothing for me to do when I got off work.
It was a nice place to stay, but should have cost 40% less. I would not stay here again.

I arrived late because of weather delays. I arrived at 2am. The lobby was closed and locked. I’ve travelled around the world and around the US, and have always been able to check-​in anytime.
The check-​in went OK. The trouble stated when getting to my room.
Now bare in mind that it was 20 degrees outside …
The heater in my room didn’t work. It just blew out freezing cold air. Since by that stage it was 3am, I tried to sleep but was only able to sleep for about 3 hours due to it being frigid in my room.
At 6am I went to the lobby to both tell them about the heater and have breakfast.
To my horror the «breakfast» is not a breakfast at all, but rather tiny muffins (from a store), and coffee. Sure there is some oatmeal there to that is in a packet, but when a hotel charges $ 184 per night, and says they have breakfast, you expect there to be actual breakfast. Eggs, bagels, toast, coffee, orange juice, etc. This is shameful.
Then on to the heater. The maintenance guy came around and looked at the heater and told me that the compressor had failed. He planned to fix it while I was out of the room.
When I returned later that Friday day, it was indeed working.
Early on Sunday morning, at around 3am, I awoke to freezing cold air blowing into my room. The heater had broken again.
I told the people in the lobby but was told that no maintenance is done on a Sunday so they’d move me to a new room.
They found an open room right next door to mine, turned on the heater to pre-​warm the room, and gave me the room key.
By the time I walked the short distance from the lobby to the new room, the heater had stopped working.
I was then told that I had to wait until some rooms were cleaned before they could move me at around 11am.
Now bear in mind that the room has been freezing cold since 3am, and now I must wait until 11am (7 hours).
Next, internet access. Yes the hotel advertises free internet access and gives you a code to use, but when you use that code, you are told that this only gets you «internet lite» and to get a better faster connection, you must pay extra.
The site tells you that you won’t be able to use Skype for example, because the connection is so slow.
Disgusting! Offer free internet, but then find out its not really free after all, unless you want to put up with agonizingly slow speeds.
Next, food.
The hotel offers some service where you call up and based on the hotel you are staying in, redirect you to a local restaurant that takes and fulfills your order. I used it and the first time went great. The food was excellent.
The second time, on Saturday at around mid-​day, I called and was told that the local restaurant that serves this hotel only opened at 1pm and to call back at 1. I called back at 1 and was told that they still were not open and to call back at 1:15pm, which I did. Still the restaurant was closed.
I was told that they only have ONE restaurant they work with so there is no backup plan.
I ended up just finding my own local restaurant to order from.
Finally, the room. The room is super basic. For a hotel that claims to be all about «extended stay» it doesn’t have rooms equipped for this. For example, there is only one tiny little bottle of shampoo, and very few packets for sugar for your coffee, and only 1 packet of coffee.
You have to pay extra for someone to come and replenish this stuff. The stuff in the room is looking weathered too.
Not acceptable.
The staff at this hotel are excellent. I want to make sure that all of my complaints do not bring a negative opinion of the staff because they were all outstanding and went out of their way to help. They are however, working with a creaky system, creaky hotel that is falling apart, and rules imposed upon them about the services they can offer.
This hotel should not be allowed to charge $ 184 per night as in my opinion it should be around $ 40 per night, or less. Stay in any budget hotel like Holiday Inn Express, and other hotels similar and you get a full breakfast in the lobby, equipment that is new, and in working order. Heaters that do not break, rooms that are stocked for extended stays with enough supplies, and maid service daily. This hotel is disgustingly outdated, and should not be allowed to charge people so much money for so little.

This used to be Homestead Suites. I had to spend a week here to tend to some business nearby. The location of this Extended Stay is fabulous. It is literally right off of Hwy 237. In just a couple of minutes, you are on the road and off you go. The downside is that there are no convenient stores or restaurants in the immediate vicinity. You would need to go south and cross over Hwy 237 to locate civilization.
Most of the guests here are professionals traveling for business. The room I had was pretty basic. There was a mini fridge. The king-​sized bed was pretty comfortable. The wifi connection was not stable and virtually non-​existent. The hotel requires guests to pay extra for actual usable speed. Normal web surfing was difficult let alone multitasking. This was a severe disappointment. If I had known about this, I would have booked somewhere else. Breakfast was very simple consisting of oatmeal, muffins and coffee.