“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.”

“Extremely disappointed with the experience at this venue. I am sure the hotel is lovely, but our visit was awful. We met friends for drinks in the casino in the hotel. We ordered pizza, think all would be good, it’s pizza after all! BIG MISTAKE. We ended up with food poisoning, and for several people including myself, we were sick for a week. It was so bad, drinking water was difficult and enough to make you think it was going to come back up… this was days after the food consumption. The only thing we all had in common that day, was that pizza. I would not recommend eating in the casino, it’s not worth it. I expected higher standards from a Sheraton. Needless to say, we will not be returning. On a positive note, the bar in the lobby, made an excellent gin and tonic and the service staff was wonderful, in addition, the club upstairs offer spectacular views of San Jose.”