TownePlace Suites San Jose Campbell

We recently had an extremely disappointing experience at TownePlace Suites by Marriott in Campbell. As titanium elite members, we booked a long-term stay, expecting the quality and service Marriott is known for. Unfortunately, our experience was far from satisfactory. A few weeks into our stay, we were rudely awakened by aggressive knocking on our door. To our astonishment, it was Hema Vasani, the General Manager, and Vicki, the Director. Without any prior indication, they informed us of a supposed "maximum stay of seven nights per month" policy, a rule we had never encountered in our extensive history with Marriott hotels. Their demeanor was hostile, and they insisted we vacate our room. When asked for proof of this policy, we were presented with what appeared to be a hastily fabricated document, not aligning with any official Marriott policies we are familiar with. The incident occurred abruptly, leaving us scrambling to find last-minute accommodation, which was not only inconvenient but also incurred additional expenses. This experience was not just a significant disruption to our travel plans, but it also showed a concerning lack of professionalism and customer care from the management team at TownePlace Suites Campbell. As loyal customers of Marriott, we are deeply disappointed and shocked by this treatment. We expected better from a brand that prides itself on customer service and hospitality. Unfortunately, this experience has significantly impacted our view of Marriott, and we caution others considering a stay at this particular location.

I am writing to express my profound disappointment and concern regarding the treatment my partner and I received during my stay at Town Suite San Jose Campbell. The series of events that unfolded were not only distressing but also completely unwarranted. Initially, I was accused of not being on a personal vacation, which was a baseless and offensive allegation. Following this, I was further accused of possessing a fraudulent explorer rate form. These accusations were particularly shocking, considering my family’s long-standing relationship with Marriott, as both my grandmother and aunt have been employees for over 20 years. The manner in which the staff Akta (Front Desk associate) , Hema Vasanji (General Manager) , Vicky (Operational Manager ), approached these accusations was highly unprofessional. I was confronted with a rude and aggressive attitude, culminating in them banging on my door and demanding that I check out immediately due to supposedly exceeding the hotel’s stay policy. Such an approach was not only unnecessary but also created a highly distressing situation. Upon requesting to see the hotel’s policy regarding the duration of stay, I was presented with a document hastily prepared in a Word file. This lack of preparedness and the informal nature of the document raised serious doubts about its authenticity and further demonstrated a lack of professionalism on the part of your staff. Had this policy been clearly communicated and established, I would have been more than willing to comply with it. A simple, polite conversation would have sufficed to clarify any misunderstandings. Instead, the staff chose to engage in confrontational and rude behavior, coupled with poor communication and misinformation. This not only escalated the situation but also left a lasting negative impression.

Impossible to sleep because of the motorway just in front of your windows ; have a look on a map (the glass of the windows are so thin that you have the impression to be outside). AC not cooling the room. No refill of soap, shampoo… even when staying four nights. Probably one of the worst experience on my side.

We stayed 2 nights. We had maintenance in 3 times. The living room furniture was horrible. The TV screens were the smallest I have ever seen in a hotel. The bathroom floor was dirty with black in the corners. Check-in was a mess, they couldn’t find a room that didn’t have something wrong. All in all it was a sad experience.