Element San Jose Milpitas

I am writing to formally express my deep dissatisfaction with the experience I recently had during my stay at Element San Jose Milpitas,Check-in Date] to June 15th, 2025. First, the room I reserved was supposed to include a fully functional kitchen. However, upon arrival I discovered that the garbage disposal unit was broken and completely unusable. Moreover, the kitchen drain was clogged with food residue, causing water to back up with even moderate use. This was extremely unhygienic and disappointing, especially given Marriott’s usual standards. Second, I had fully prepaid for my reservation via Trip.com, and upon check-in, I confirmed both my booking information and payment. To my surprise, the following day I noticed a double charge on my bank account. When I raised this issue with the front desk, I was told it was not a charge from the hotel and was brushed off with vague and unhelpful responses. After I checked out on June 15th, I confirmed with my bank that two actual charges had indeed been made by the hotel. I contacted the property immediately, only to be met with further evasiveness and delay. Eventually, I was told by the manager that I would receive an update within 24 hours. However, no follow-up email was sent, no call was made, and I was unable to reach anyone afterward. I am a long-time Marriott guest and was a Platinum member from 2009 to 2011. I have stayed at Marriott properties in multiple states across the U.S., as well as in China, India, Thailand, and Malaysia. I have never encountered such an unprofessional and irresponsible response from a Marriott hotel before. This experience was frustrating and unacceptable. I request a full investigation into the billing error and a refund of the duplicate charge without further delay. Additionally, I expect an explanation for the lack of communication and the substandard condition of the room facilities. I hope Marriott will uphold its reputation and handle this matter seriously. I look forward to your prompt reply.

poor internet connection, a bit noisy for the room facing highway

Hotel is very new. Room is spacious, beds are comfortable, the kitchenette and shower is well equipped with microwave, stove and dishwasher. Our room faces the mountain which was beautiful to wake up to..5 mins to The Great Mall. Breakfast was wonderful with a build your own parfait stall and a fair variety daily. Note that housekeeping is only on alternate days. Would stay here again if I'm in the area.

clean enough!!

在這家酒店住了將近一個月，酒店前台從信用卡上多扣了400多美金。退房結賬的時我還特意要了一份賬單，他們並沒有按照賬單金額扣款，直接自己多扣400美金了！！避雷！

飯店的早餐跟位置都不錯，不過有兩點要注意，第一是沒有開車前往或者跟朋友一同前往未開車要跟櫃檯明確告知，不然會被加收停車費，第二是靠游泳池該側常常會有人辦活動稍微較喧鬧。