“Check-in was difficult as a Titanium and Lifetime member, and as a start to my birthday week, which this hotel ruined. No room upgrade was offered, even though the app showed a dozen rooms open for my dates and having Titanium perks. I informed the front desk that we loved rooms with a balcony, but they did not care. The room phone didn't work and it took four requests at the front desk over two days to get it fixed... 24 hours after the first front desk associate (male, tall, 30ish, 7pm?) promised that it would be replaced ASAP. The room service waiter waited with my room door open. He said he was waiting for me to give him a tip, even though one was already included. Broken English-Spanish. There was no hot water in the shower on arrival for 10 minutes, as well as long waits later on also. Cold showers are no fun! :( I was told in the morning by your Sheraton Club host (female, rude) that we were not allowed to be in the Club lounge. I explained that I was a Lifetime Titanium, and she still said, "No". There was absolutely no trouble in the evening the night before, but earlier in the day, there was much trouble with this "host". We were now slightly scared to even enter the Club Lounge as we now felt unwelcome in this hotel. We did not want to be arrested if we went in there again. I assume that Titanium members can bo longer enjoy your amenities?? I assume that this property is racist against us, or they are not a Marriott property, or they just plain don't like Bonvoy members. Whatever the reason, the fact that I had to write this letter and review just adds to my disappointment. My birthday week was no fun and Sheraton San Jose ruined it because I had to deal with those basic issues. I wish that I had chosen a Hilton instead, as they never tell me "no" as an elite Diamond member there. - pool closed with maintenance in a hallway, not even close to the pool. - dinner was totally screwed up on the last night of attempted room service. MShed taters instead of rosemary papas Nd mixed veggies instead of creamed spinach. Steak was way too chewy. - 9:30am on checkout day, a young tattooed maintenance guy with a ladder pounded on our door, even though we had our PRIVACY PLEASE sign hanging on the door. No respect for guests.”

“I got there everything was fine, they told me a price at the beginning and I thought it was a good deal because I work for Marriott Canada and i’m playing poker as well there, I was happy with it. Then, when times comes to pay, they raise the price and gave me attitude because I’m trying to tell them that was not the deal we agree from the beginning? Melany and David at the reception where really rude specially, David. David make you feel is the owner of the hotel when he talk to you and I don’t wanna push it, but it feels he’s racist from white peoples when he was talking to me. He gave me a weird look for no reason when I arrive the first night when I was trying to get information and I don’t know why, because I was being really friendly. I politely asked to talk with a supervisor and he told me that he was not available and I would have to call him? Usually when there’s an issue like that, it’s not to the customer to run after the manager. And he also try to speak in Spanish in front of me to is college so I won’t understand what they are talking which is also disrespectful even if I speak Spanish It’s something you don’t do when you work for Marriott. Many rules from Marriott was broken here. Hopefully they fix this situation soon. Beds were really comfortable as always at Marriott and the food was also good every other members were really professionals. I had a good time at the casino, but at the end I felt bad because what happened at the reception. It kind of ruined my trip there.”