I had an extremely disappointing experience at SpringHill Suites by Marriott San Jose Fremont. Upon check-in, I was given a room located directly next to the public restrooms in the lobby, despite booking well in advance and arriving at 6:00 PM — not late at all. The front desk told me this was the last available room, which is unacceptable considering how early it was. I informed them that as a light sleeper, staying next to a public restroom would severely impact my ability to rest, but they initially refused to offer any alternative.
After some back-and-forth, they finally agreed to move me to a room with one bed instead of the two I originally booked, and promised a refund for the price difference. However, upon arriving at the new room, I discovered the floor was incredibly noisy due to a hotel event. I had to go back to the front desk yet again to request another room, which was finally quiet, but still a single-bed room.
Overall, the poor service, misleading information, and the inconvenience of having to change rooms twice — while not even receiving the room type I booked — made my stay incredibly frustrating. The hotel’s lack of professionalism, failure to provide what was promised, and refusal to refund the price difference have left me with a very negative impression. I would not recommend staying here, as the management seems unconcerned with providing a comfortable or fair experience for their guests.