The San Mateo Japanese Garden Tours

I loved the proximity to the show that I was seeing… Five minutes walk and I was there. It was also cool having safe parking included that was accessible at any time, so I could leave at 6am and it was easypeasy .

Hotel location was excellent. The room was clean and well appointed. Breakfast was excellent. We enjoyed to outdoor fire pits.

We booked a Premier King room on a high floor with a bay view for eight nights. Upon arrival, Rumika informed us that the hotel had “oversold” the room and placed us in a much lower-category room with two queen beds, no view, poor lighting, and several non-working lights. When we raised our concerns, Ashley was dismissive and unprofessional, even suggesting that we cancel our reservation and go elsewhere. This was completely unacceptable. Thankfully, the situation was eventually resolved, and we were moved into the room we had originally booked. I want to give special recognition to Ashesh, who was exceptionally helpful, professional, and understanding. He went out of his way to make things right. The housekeeping team and breakfast attendants also deserve praise for their hard work. While we appreciate the staff who turned things around, I strongly recommend additional customer service training for Ashley and Rumika. Guests deserve courtesy, empathy, and professionalism, especially when things don’t go as planned. Unfortunately, our initial experience left a very disappointing impression.