Breakfast and suite size

We had a late check in due to late arrival into San Jose. When we reached the hotel we found out our room had to be given away to another guest with covid. The hotel informed us of this only then for then for the first time - a heads up in advance would have been appreciated. They told us they made alternate arrangements at another hotel nearby but when we went there, they did not have any space for us. The only other option was the Crowne Hotel at this point so the lady at the desk contacted them and confirmed they would honour a room for us there for 2 nights. We ended up having a comfortable stay at the Crowne but after checking out a few weeks later when the credit card statement arrived, we found that the Crowne had double charged us. I tried to take it up with Cristina but they were not able to help us even after proving photographs of the statement as proof of the overcharge. We ended up having to dispute with the bank and got issued new cards which was overall a huge hassle. Did not receive any useful assistance from either Crowne or Cristina which was disappointing.

The staff were exceptional, particularly Carla, Sandra and Sergio. Everyone was professional and friendly

Poor view but really not important

great breakfast, comfortable spacious rooms

very central and great breakfast and comfortable beds

the elevator was out of order during the whole stay, it annoying to carry the big suitcases at check-in and out

The entire staff was incredible! Friendly, professional, hardworking and accommodating. The entire hotel was scrubbed top to bottom constantly! There were a few small issues in the room but they were addressed quickly. We were comfortable, my husband's disabilities were accommodated, our service dog was welcomed and we felt (nearly) at home for our stay.

Our only complaint was the restaurant that is attached to the hotel. We understand that it's not owned by the hotel but we don't think it should be promoted by them. The owner is extremely rude and condescending. He wouldn't allow our service dog for my disable husband to dine with us, even though I had checked the day before to make sure she would be allowed. He literally slouched on the couch near the front door to tell me curtly that dogs are not allowed. With a very difficult navigation for my husband to walk there and then be turned away it was extremely disappointing to say the least. We ordered from Uber. After over 25 years managing Food & Beverage in resorts I was appalled. Not one measure of respect, apology, resolution was offered. Pretty sad.

Comfortable space, good breakfast, safe and good location

The pool was freezing