The Row San Jose, BW Signature Collection

Best Hotel Stay in San Jose! I can honestly say The Row Hotel has been the best hotel stay I’ve ever had. From the moment you walk in, the ambience is calming, everything is spotless, and the staff (especially the owner and housekeeping) are so friendly and welcoming. The breakfast is delicious with plenty of variety, and I love that a variety of tea, coffee, and lemon water are available all day. The lounge is one of my favorite spots—it’s so peaceful to sit and relax, and there’s even a big table with outlets that’s perfect for work meetups. What I really appreciate is that everyone respects each other’s space, which makes the whole atmosphere even more comfortable. Some reviews mention noise, but in my two-week stay it has been 99.99% quiet. I only once heard someone briefly passing by my room talking during lunchtime and never from adjoining rooms. For me, it’s been the most restful hotel experience ever. The location is convenient (walking distance to O’Connor Hospital and near the mall), parking is spacious and underground, the beds are super comfy, and the hotel itself feels very new and modern—even with YouTube on the TV! I’ve stayed at many hotels, but I’ve never felt this comfortable anywhere else. This place truly deserves every bit of a five-star rating. I will definitely stay here again.

Room was spacious. Parking was easy. Service was good. Location is great in terms of proximity to restaurants, the mall, etc. Main issues were the noise from loud vehicles and walls are thin and people slamming doors made it a bit annoying.

My room had a window overlooking a yard with a gate open to the street. When I mentioned concern that there was an unsecured gate at eye level 10 feet from my window the front desk attendant first didn’t know what I was talking about and then said “they” usually close the gate she had never heard of around 10 pm. Huh? Decent location but so far my room temp was 52 degrees, the ceiling exhaust fan leaked water on my head, half the outlets don’t work and the staff … well perhaps they start giving a crap at 10pm? Other people who work here seemed nice enough. Other than that I’m sure it’s great?

Our family member was taken to emergency at the nearby O'Connor Hospital and we booked an overnight stay online for the same night with Priceline. We arrived at the hotel 30 minutes later and discovered I had mistakenly booked the incorrect date. Because there is a virtual check-in we were unable to fix the issue. I called Priceline and they said they would refund me but needed to connect with the hotel. However since this is a virtual hotel (and I used the term "hotel" lightly because it is really a superficially fancied up motel) they couldn't get ahold of anyone. Since we were exhausted and needed to sleep I went ahead and booked a separate reservation for that night with the understanding they would fix the mistake and refund me my money. No such luck. One month and 4 phone calls later, nada. As far as the hotel goes it is conveniently located by the hospital and Santana Row. They did a nice job of sprucing up an old motel as you can see in the pictures. However the location has an eerie feel to it as there is no human interaction and the artwork is a bit mysterious. The front desk has a kiosk with a person from Colombia, the bar is unmanned and the store has a scanner checkout. The rooms have no phones for customer service and even if they did, nobody would answer. The morning breakfast is a smorgasbord of bad cafeteria food. As they say, "Pretty on the outside, rotten on the inside."

Love the location and ease of access to towels and the beach! My only critique would be the walls being thin and can hear everything outside of the door which for some people would be too much. Otherwise, great stay, easy check in/out.

There wasn't a person physically at the check-in counter, it's basically a weird Zoom call where they're just sitting there on a TV screen. The connection was not good and took me a while to get the email then they tried to print it out for me and they didn't print it right and then they were freezing when they were telling me about the hotel and how to access my room. I told him they were frozen and I didn't understand what they said they just kept talking and completely ignored me like he just wanted to be done with me and get me out of there. The rooms were okay but one of the fire sprinklers in the room was pretty rusted. The beds aren't very comfortable they didn't feel even. It was a decent location close to everything that we were planning on doing is the only good thing. There was a stain on the room floor and the breakfast really wasn't that great.

Facade of renovation and fake luxury. Smelled of mildew and multiple lights flickered in my bathroom. There wasn’t even a bulb in the lightstand. Best part was that you can open the windows. Saw people checking in through a screen to a virtual assistant at one point; disheartening. Busy street is pretty noisy.

For the reviews displayed for this place, I’m surprised that the floor tiles are coming up in the room, and there are wall patches that aren’t sanded and painted. I’m also not even sure what this thing in the floor is. One of the 2 beds in our room is totally broken, the mattress is crushed and the entire thing tilts to one side- it’s unusable. We had to switch rooms, staff were good about it and quick. 2nd room was carpeted and better overall. Still would not revisit.

SIM and JACOB are the best!! Super sweet and welcoming! We had an amazing stay! We chose to stay very last minute and they were very accommodating! Breakfast was amazing as well!

The good: Room was clean, everything seemed to be in working order inside the room. Breakfast wasn't anything remarkable, but it was there. The bad: the touch locks are really confusing, they probably need to explain them a little better. You don't have a key, but a code. You have to put your palm in a specific spot for the thing to light up. Location could leave a little to be desired, while close to a nice area, the hotel felt a little uncomfortable given there is no one on the ground floor.

Our family member was taken to emergency at the nearby O'Connor Hospital and we booked an overnight stay online for the same night with Priceline. We arrived at the hotel 30 minutes later and discovered I had mistakenly booked the incorrect date. Because there is a virtual check-in we were unable to fix the issue. I called Priceline and they said they would refund me but needed to connect with the hotel. However since this is a virtual hotel (and I used the term "hotel" lightly because its really a superficially fancied up motel) they couldn't get ahold of anyone. Since we were exhausted and needed to sleep I went ahead a booked a separate reservation for that night with the understanding they would fix the mistake and refund me my money. No such luck. One month and 4 phone calls later, nada. As far as the hotel goes it is conveniently located by the hospital and Santana Row. They did a nice job of sprucing up an old motel as you can see in the pictures. However the location has an eerie feel to it as there is no human interaction and the artwork is a bit mysterious. The front desk has a kiosk with a person from Colombia, the bar is unmanned and the store has a scanner checkout. The rooms have no phones for customer service and even if they did, nobody would answer. The morning breakfast is a smorgasbord of bad cafeteria food. As they say, "Pretty on the outside, rotten on the inside."

It was: - Affordable - Great communication - Amicable staff - Free parking - Clean rooms - Fluffy pillows - Good selection of coffee and tea. - Breakfast was simpl, Bagels. Cereal, sausage and eggs. - Great location, close to The Winchester Mystery House and The Roacrucian Eygptian Museum.

if i could give this place negative stars i would. i can't believe i even have to say this. we just checked in at 3am, exhausted it's currently christmas day. as soon as we laid down we hear the sound of dripping water. we thought it was the toilet but it was the fking ceiling leaking water. customer service is terrible we were offered no compensation. we had to ask for late check out and our room was changed. but we were downgraded from a suite to a normal room. and top of that it wasn't just us it was multiple people in the lobby complaining about their ceilings leaking too... never coming back here again

I was happy with my recent one night stay at The Row. I booked this to be close to Santana Row and the mall, and it was a good midpoint for us to access the rest of the South Bay. I originally booked my room through a travel portal so I didn't automatically get check-in instructions from the hotel. Be sure to call ahead of your check-in date and ensure your reservation is all set to go. Checking in and out was all done through a kiosk with a remote worker. It was an easy process but with only one kiosk, I could see it getting busy. Our queen room was spacious and clean. Modern interior with some aging, but nothing super distracting. The beds were comfortable, black out curtains were a must to avoid the lights on the major street, and there was a mini fridge provided. The bathroom was nice with the sink being outside so you can access it without needing to be inside. I always appreciate showers with sliding doors so I'm glad The Row retains this type of amenity. They also provide a complimentary continental breakfast with yogurt, cereal, bagels, toast, etc. Free parking is available in their covered private lot. Note that the lot isn't gated so don't leave any valuables behind while staying at the hotel.

Honestly, for the cost and dog friendly and ease of parking, check in and wifi, this was amazing. I didn't even know they had a gym. We stayed over the holiday for a wedding and it was everything we needed - big bed, clean and quiet room, mini fridge, big shower. Sure, yes, there are fancier hotels, and if you want to spend $650 a night, you should do that, but I was happy here and still quite close to everything. Also, nicest gal working the desk. Thank you for a great stay.

On booking websites this hotel shows threes stars, but that is way too generous. This is a two star maximum hotel. Another review called it creepy and it really is. One side of the hall is rooms and the other side has doors, but they're all marked "private". Weird. Also the room was in desperate need of a coat of paint. There were holes in the walls and wires coming out in corners, that weren't secured or covered. We had a huge wet spot on the carpet in front of the fridge, we found it later in the evening and didn't ask for a new room because it would have been a hassle for a one night stay. The virtual check in sucks, it's not welcoming at alI! The good: The location is great, we easily walked to valley fair and Santana row. We walked home late and felt safe the whole way. The lounge areas are clean with lots of seats, and better looking than the rooms. The coffee pods were good, but they don't provide any sugar in the room.

Ok - this is a Best Western so all those reviewers who are acting like this is a Hyatt ot Ritz Carlton need to adjust thier expectations- room was a normal size - bed comfortable, shower worked very well - parking easy, good location. Right off busy street so some noise. Hot breakfast is fine - not the best but far from worst. Biggest issue are the lack of local TV channels - smart TV with web access and freevee - fucking stupid. Pay for basic cable or direct TV or put up an Antenna.

Don't stay here unless you got a good deal on the room (which unfortunately I did not). It is way too shabby to pay a premium. Good: Nice to not have to interact while checking in and all the codes worked seamlessly. Room was clean. I appreciate the hand soap. AC works fine. Ample parking but they do charge $13/night. Convenient location by the highway but not a neighborhood you would walk around in. Bad: Furniture in the rooms we had looked beat up and scratched. The cleaning crew must have done their best but the photos really do depict a false image. Walls are thin. Only found two outlets in the room (excluding the sink) and one wasn't working.

This hotel has gotten a facelift and is extremely clean. I was surprised to be checked in by virtual staff; however, it was no different than being taken care of by in person staff. My only complaints would be the volume of the virtual check in, as the sound quality is low when others are being checked in by a person beside you. Secondly, the doors closing around you can be heard from down the hall. Lastly, the set up is a tad odd because the bathroom sink is located outside the bathroom area (where the shower & toilet are located). The bed is extremely bouncy, yet hard; so it's not too comfortable on the hips. They do offer breakfast from 7a-9a, I was not able to try, but maybe another time. The location is just 2-4 minutes away from shopping at Valley Fair & Santana Row. There is no assigned parking, it's all downstairs (under the hotel) which was fine. I like that they offer Netflix complimentary and the smartTVs allow you to connect to your prime/Disney+ accounts. Should I return to San Jose for another business trip, I'll be staying here again.

Some of these reviewers are forgetting that it's a best western not a five star resort like if you want that quality go over there. Everything was clean for the most part and check in was easy. I love the fact that they give out key codes instead of actual keys because it always losing those little cards and limiting plastic use as well. Docking some point off because: we found random tissues in the draw and we didn't know if that was used or not, some of these outlets weren't working, and our bathroom lock wasn't working either. Overall, I was satisfied with what I payed for.

I didn't expect that I could manage a hotel stay all through text messaging! This was such an easy process to go through and I couldn't be happier. I stayed at this location because I needed some thing, affordable and local to the meetings that I had scheduled. This location is right off the highway, so it is loud in the evening. I just put in some earplugs and I was good. There's a parking garage in case you have a car rental. The hotel is kept up pretty nicely... Although there are signs of wear and tear. When I say where, in tear, I mean, there are scuffs on the walls, on the borders, some paint missing, some furniture with dents and rips, but overall, I felt safe and it was easy to get in touch with someone at the virtual front desk. I got the studio which has a living room and a TV, a separate room with a walk-in closet, a queen size bed, (or it might have been a king) and a bedroom TV. The bathroom is separate to the bedroom, the sink is separate, there's a microwave, fridge, coffee and tea, blow dryer, shampoo, conditioner, body wash, iron, and ironing board. There's also a dining table! I would come back again.

This place has a lot of potential to be really great but right now it's a full on Monet. 3.5 stars for me. I appreciated the very spacious suite and so much streaming tv channels. Breakfast was adequate. Starbucks coffee pods woohoo and even hot chocolate. Bed was comfy. But it did feel like I was staying at a haunted hotel lol. The hotel is digitized but not in a Hilton or Vegas chain type of way. In more like a - I feel like I'm in a scary movie way. The building needs touch up repairs amidst what seems like a renovation. My showerhead had a spa filter but the water was cold. The doors were sticky and sometimes didn't want to open with the passcode. I'd stay here again. But again. It's not the comfort or luxury or standard of a Hilton.

Genuinely one of the worst hotel experiences I've ever had. Hotel was tiny and looked cheap. Rooms are tiny. Customer service is in another country. Would not budge on any requests. Only stay here if you are trying to Ava money.

It was very convenient because it was close to the hospital when I visit my grandma, its walking distance, I have nothing bad to say about it, perfect when you need to visit someone at the hospital and close to stores

PLEASE DO NOT STAY HERE! I booked a reservation here this past week and the hotel room had BED BUGS!! we called the front desk (which mind you this hotel is all virtual!) and told them to get us a new room & when we got to the new room it had bed bugs too!! The manger then came and had the audacity to say he inspected the room and found nothing until we showed him & he said they weren't bed bugs! But they were. Overall, bad service.. the manager didn't wanna come talk to us, we basically had to bed to get on hold with him.

A one is too nice. I'm not even in the hotel room and I'm already disappointed. This is a no lobby, no staff, no housekeeping type of place. Whatever, but they refused to give me a code for the door, even though I had a confirmation number becauae it has my spouse as the person who booked. As I'm trying to work all that out and having my spouse call, I'm waiting in a "lobby" that is freezing and has one couch that is stained. This place looks like it better be cheap but is probably stupidly overpriced because it's in San Jose. Part 2, inside: I know it can seem like people just look for bad things so I will allow that the shower pressure is good. But...beds are on metal frames that squeek, the desk chair is torn up, the light is taped up, the air unit is coming apart from the wall...this is not a place you want to stay.

We actually never stayed there. We found them after an online search. We were going to stay as they were close to the Winchester House. We never went in the exterior photos, which were not even close to what the internet showed. We called and canceled and were told it was no problem that they had canceled it, only to find out they charged our credit card. Now, we are having to make multiple calls to them to get this resolved after 3 it is still in limbo.

If you think you're paying on their website, you're not. Most hotels charge right away but this one has you wait until you get to the hotel. Also needing *another* deposit when you get there ranging from $50-$100. A little annoying. The guy working there was nice but that's it. They have you check in with a person on a screen. I only gave it a high rating for the guy who helped me.

Customer service!!! It sucks more now than ever. I had to checkin on a kiosk, bring my luggage up, no human interaction on site. Follow the email we sent, WHAT AM I PAYING FOR??? I will never stay at your hotels going forward or recommend to anyone. What did I pay for?

Recently stayed here for the first time. When walking up to the reception and looking around there was no one to help me. All the sudden a screen popped on and I had to talk to someone through a computer at the front desk. She did not know what she was doing and it took a long while to finally book my room through this frustrating process. There's really no reason for it. Just have someone working at the front desk! We don't want to work with robots or computers. Don't we do enough of that already?! While I was in my room I could hear people talking next-door to my room.. So weird! Just imagine if there were a few people in there and they were having a good time I would've never gotten any sleep. It was pretty frustrating. Also, extremely cold shower in the morning which really pissed me off. You guys really need to clean up your act around there. If you just put some money into it and some time it could be a nice place but somebody is being an extra lazy & cheap, obviously.

I booked a room here for one of my employees on a business trip and the room was practically falling apart when she arrived. After her one night stay they emailed her saying they were going to be charging us for the damages in the room. This is absolutely ridiculous! I've attached photos of the damage. Also they are saying this damage is worth $500 which is absolutely not accurate at all.

I had my doubts cause of the reviews plus the whole virtual thing but there is always negitive in something good, we love it for the price, and we got a jacuzzi bathtub I'm excited!!!! But our room is awesome I defiantly will rent again .. plus they supply all the coffee n tea u want - I am a happy camper

I enjoyed staying at this hotel. It is a good location to Santana Row and Winchester Mystery House, but you will still need to drive to those places because the hotel is on the other side of the Interstate and the Interstate passover doesn't have a sidewalk. The staff here are very polite and helpful. There is garage parking for your car. The rooms are modern, clean, and spacious. The breakfast is pretty basic (ex: cereal, muffins, granola bars, apple/banana, coffee), but it gets some food in your belly to start the day. It is dog friendly. Would return!

This place is decent, but too expensive for the accommodations provided. I like the idea of self-check in, but the code provided did not work. I was not provided information about the $250 deposit or $13 parking fee prior to booking. No complaints about the room, but nothing spectacular. Mine specifically had an issue with a leaking shower and shower doors that did not slide. I believe they were aware of the leaking issue as there was a bath towel on the floor in front of the shower at the time of arrival. My main issue is that I was charged a $250 deposit on the date of check-in, then another 3 days later (2 days after check out). I was advised that both were released after the second was charged, but that should have never occurred in the first place.

Please do not stay here. The front desk lady is so rude and dishonest. I had reservations as my daughter is in a near by hospital. I called them and said my daughter might not get discharged so when do I have to cancel before I get charged. She told me the next day. Well I called back that same day as my daughter was not coming home. They charged me for the first night. I called them again and spoke with someone else and they said the lady gave me the wrong information. They need to be all on the same page. It's difficult enough to have your loved one in the hospital and dealing with someplace to stay. I will NEVER stay here again.

Do not recommend AT ALL. This location is center for weekend drag racing. Not safe, desk not occupied for many hours.. this video was taken from INSIDE our room... listen.. JUST LISTEN TO THIS NONSENSE. San Jose... this is ridiculous!!! Hours on end this continues... why do you allow this??

Will NEVER stay here again. Room next door blaring music all night sounds like a night club, no one here to ask to have them keep it down. No one at the desk. Not to mention the street traffic is so loud. Light sleepers be ware. This place is a real shit hole. Bed is broken down hair in the sheets. Just go to a Hilton or actual best western. Also WIFI is shitty hit & miss can't make it through one movie or show trying to drown out this noise.

If you're a snob, don't stay here. It was the weirdest experience I have ever had with a "hotel". Check in is HORRIBLE if you didn't understand before you secured the room that it's a virtual check in (no front desk) so you have to literally pay for the room and check in before you ever leave to go to San Jose or they might cancel you. Also found out that it is a 4pm check in time which REALLY sucks if your flight arrives at 8am. So for a far better experience don't arrive into San Jose until like 3pm or knowing there is a 4pm check in. There is NO phone in the room, again no front desk and you have to get your code to walk into the lobby (great security feature...however if the next person comes in and doesn't lock it...no security as anyone could enter)...I saw only two staff people in 2 days staying there. I gave it a 3...the hotel is clean, you can work out do, laundry, and get ice...but I liked the room I'd give it a 4... Microwave, TV, Fridge and AC/Heater...Satellite TV, no HBO type movie channels. I'd stay here again if I did it right...coming in later during the day.

I stayed here for one week, and I am happy I went with The Row during the COVID outbreak. The Staff is very friendly/helpful. The room was really nice. The AC was amazing!! It's quiet, relaxing, and extremely clean. They love dogs :D No pool but has a jacuzzi & gym - closed/Covid *Bring your own soap for laundry Wish the continental breakfast was better. It's the same everyday. I've been eating the same blueberry muffin for days! I called around, and other hotels are doing "grab & go" breakfast, but they are at least mixing it up! .

If you are thinking of staying at this hotel for 2+ days don't ! Day 1 the shower head was not working . Day 2 the internet was out all day . Day 5 they did not want to provide extra toiletries. Makes no sense because if I would have booked my stay in 2 different transactions I would have had a restock of toiletries. Very inconvenient ! Parking was ample but not supervised . The furniture looks very outdated with rips and tears . There are plenty of better hotels in the San Jose area to stay . Very disappointed with their services .

My friend and I stopped here in order to do a night tour of the Winchester Mystery House (about an 8 minute drive from the hotel). I really enjoyed the contactless check-in and check-out. We never once had to talk to anyone. The codes were sent to my phone and we were able to open all of the access doors with no issue. There was always a security car in the parking lot, one during the day and two at night. I never actually saw any security, but just seeing the cars there gave the parking garage a more secure feeling. The room was pretty nice and they provide good quality shampoo, conditioner, and lotion. Clean room, plenty of towels, and even ear plugs provided. I assume the ear plugs are for the street outside of the hotel. My friend did not use them and had no issue sleeping, I usually sleep with ear plugs anyways due to poor sleep in general - so it was pretty cool that they provided them.

I stayed here a few weeks ago with my 2 kids, and would absolutely stay again! I wasn't sure about the whole "virtual" staff concept, but we were in town to visit my parents for a few weeks and needed somewhere affordable to stay. Kasa has great rates, especially for the location--right off 880, near Santana Row, etc. It was such an easy process! Lots of parking in the little garage, easy to check in and into the room with the code. Good instructions from Kasa before we arrived. We saw housekeeping in the hallways in the morning, a security guard at night, and a few guests, so it's not like it's scary deserted. And anytime I needed something I got a very quick response by email or text. It was great! Didn't even miss a front desk. Some reviews complained about the price for parking--its clear when you book the room, and not expensive. Plus there's plenty of spots. It's worth it. Also yes, some of the furniture was a bit dinged up, but the room was very clean and that's what is important to me. Its not a place to stay if you're looking for a resort experience. But if you need a clean, comfortable place to get back to at night, Kasa is it. The kids absolutely loved the blue ambient lighting in the room (me too)! The room facing the street was really noisy unfortunately, but I just ran the AC fan in the room all night and that made good "white noise" to drown it out. They did provide earplugs, I just don't like them. What made this stay top notch happened after we checked out. We went to breakfast with my parents, and an hour later got notice from the airline there were issues and we had to rebook! And the only flights I could get were for 2 days later! Omg. I contacted Kasa and they got back to me immediately, and were so nice and able to get us back into our room! Thank you Kasa for not making me sleep on my parents couch with my 2 teens on the floor, ha. 5 stars from me, I would definitely return. We've been home a few weeks now and the kids still mention they miss the "blue light" in the hotel room. We had a great stay.

I loved staying at the Row! We got in late so it was a little confusing to get in. Once we figured it out it was all good! Check in is on the 2nd floor (FYI). Jamie helped us. He was so helpful and friendly! We got a room on the 3rd floor which is the executive floor I think. You need your hotel car to go to the 3rd floor on the elevator. The room was decorated so clean and fresh and the lounge was Art Deco style. I would be happy to come back and stay for longer. They have free parking by the way which is hard to find in the city.... and so close to Santana Row!

The whole reason we stopped in SJ was to go to Falafel Inn. Little did I know, when the wife made the reservation and until I looked on Apple maps, that the hotel and the Falafel Inn were a 3 minute walk from one another! Hallelujah! i met a couple buddies to eat and then checked into hotel. Kumar at the desk explained the somewhat clumsy, (for old farts) check in process, but all went smoothly and up to the room we went. Beautifully laid out, nicely appointed could have stayed there for a month. Nothing at all wrong with this hotel and worth every penny!!!!

Exactly a 3 star hotel, nothing more, but could be less if it weren't for the location off Santana Row. The Good: Best continental breakfast ever that's served every morning. Hot scrambled eggs, potatoes, bacon, sausage, waffles, cereal, fruit, juice and hot coffee. Along with an array of breads like bagels, English muffins, sourdough and wheat bread. Also really kind housekeeping staff, front desk girls and the manager. The Bad: Not really worth the price. My stay here was expensed by my company so I obviously wasn't tripping. But if I was paying out of pocket for the cheapest room at around $250, I'd be pissed. The room had paint on the floor and shoty contractor work. The Ugly: When I left my room, my door wouldn't lock. So anyone from the outside could walk in. I called the front desk and he said maintenance would be there in 5 minutes. 5 minutes later the front desk guy came to my room and said maintenance would be there later in the day and if I had to leave, just put a "Do not disturb" plaque on the door. Really? I told him I had to leave for a work meeting and I wasn't going to leave my stuff unsecured in the room with anyone able to walk in. After talking w/ the manager (who was much more understanding and kind) they moved me to a new room that had a working lock. Later that day, I checked my old room and they still hadn't fixed the lock. Stay away from room 313!

We haven't even stayed the night yet, we only got here an hour ago and this place is ATROCIOUS. Please save your money or spend an extra $50 at a different place.. it's taken them 45 minutes to tell us the only open room they can switch us too only has a full bed when we paid for a king so we asked to just get a refund to go to a different hotel and they stopped responding and don't have another number to contact that takes me to anyone else. The bathroom has water damage on the roof that is molding the ceiling of the bathroom, theres nasty spilt all down the side of the tv stand, bugs in the light, our lamps Dont work luckily theres other lighting, the room is just DIRTY.. at least the bed looks clean but its definitely not making me want to take any clothing off to touch the bed, so glad i always travel with an extra blanket and my own pillow ... seems a little ridiculous that theyre expecting us to stay in a room that has literal MOLD growing in it and has taken them over an hour to give us any kind of response. *update: after asking for a refund they magically had 1 more room open that had 2 queen beds, after over an hour of sitting around waiting for responses we got to move out of the moldy room*

First impression is really not good. They are obviously trying to capitalize on the swankiness associated with Santana Row but as soon as you pull up to the building it gives you the disappointing impression of a small and underwhelming apartment complex. The woman answering the phone and checking in is not professional, friendly, welcoming, nor informative. I had to press for any details - ammenities including wifi, breakfast, parking, the gym, any and everything. She told me repeatedly no other comparable, quieter rooms were available when a quick trip down the hall said otherwise (I'm not blind...and the doors are open, sheesh). Considering that we had to make an emergency 3 day stay for a surgery, the lack of care, compassion, or effort to make sure we are comfortable is obviously irritating. The lobby feels like a mess hall/canteen furnished by IKEA and if I had known this was essentially dorm-like living I would have gone with a major hotel chain. So much for supporting the local folk. I would not recommend this place nor would I give them my business again.

This review is purely for the $13 they added for parking. I've been using these guys in their affordable rooms for almost 2 years now. Now that the economy is at its worst and people are out of work, they decide it would be a good idea to tack on $13 to park in the parking lot when there is really no other place to park. What a low blow. How disgusting. They do this because the only other hotel in town close by is at santana Row and it's $300 more a night. But you know what? At least they include free parking. And they have someone to greet you. Kasa at the Row is automated and do it yourself... There's no one there to greet you. But they want to charge you $13 for parking because they can. What a bunch of assholes. Rethinking ever staying there again.

Cheap remodel. Poor quality mattress and sheets. Tele check in. Sketchy hood. Definitely needs new management. Not a hotel. It's a motel

I am giving The Row 2 stars because the employees were very friendly, however the rooms themselves were sub par. The pictures make the place look amazing and at first glance it is a very nice hotel, but the closer you look, the more shotty work stuck out. The rooms are a fairly decent size and the decor is modern and clean looking. Interesting artwork decorates the halls and rooms. My favorite spot was the common area on the 3rd floor because they had a nice couch area with a big TV. However, in our room the bathroom door was very lightweight and the door handle was loose like it wasnt installed correctly. The sealing between the floor and the walls were broken and looked like someone was in a hurry and didnt really care. My friend pointed out that one of the corners of our wall was being held up by scotch tape. The tub was huge and could probably fit 3-4 people, but I wouldnt risk taking a bath in there by the state of the rest of the room. It was the kinda place that was probably a really old hotel that they painted the walls and added some decor and called it new. My friend that stayed in another room found a bra in one of the drawers! It made me wonder how well the rooms are cleaned and checked before new guests arrive. The complimentary breakfast was pretty good and they had Pete's Coffee which I appreciated. The dining area is very cute and looked like more time was spent actually renovating it. Overall, it felt like an old motel/hotel that was redone on a limited budget and more work is definitely needed for the price you pay per room! All of the employees were very friendly, but I will likely not be staying here again.

Super cute boutique hotel! The water pressure is amazing and whether or not you decide to use the jetted tub, you can still appreciate how huge it is! :)

I wanted to update my review because what I wrote was not a full review yes I was woken up at 3:30 am by loud noises in the parking garage worse- my car was broken into, things stolen from in while traveling, things broken inside and outside all over the car. Costs me a week of my time and 2k of repairwork. It was an old car! it Was left locked. very sad vandalism in San Jose was here one night ever in my life. lastly beautiful hotel, beautiful room and bathroom was well done, nice view out to trees. girl at check in was very sweet. And the guy manager was there and he was nice to talk to also. the room was very clean, and everything was great- coffee/bed. I don't stay at hotels often, it was a quick trip. I actually thought this was a really well done hotel. My only issue was someone vandalized my car, and that woke me up. They were probably having fun in my car making all that noise, breaking and stealing all my gear. hotel 4/5 stars. I just got vandalized. set your alarms people!! I checked the handles and that's not good enough.

UPDATE TO MY REVIEW POSTED LAST NIGHT: This business has now agreed to full refund to my friend. It is pretty sad that a public outcry of posts and phone calls to this business were required to get them to do what was ethically the right thing to do. My review is still 0-1 stars - because I do not have faith that this may not occur again and I will not support an establishment that runs this way. ORIGINAL POST; Is it possible to leave ZERO stars. I've been sitting here wondering how to write a review and still be a classy intelligent woman. But I am DISGUSTED! I will never support this establishment after the way they have treated a friend. After locating hotel for her family after being evacuated due to the fires - they had an unfortunate experience with an overflowing toilet that could not be resolved. Things happen..... I get that. But there were no other rooms available..... again- I get it - this can happen! But, and this is a BIG BUT..... when they had to leave and find another place to stay, this owner/manager refused to refund the charge!! WTH?? After much debate he offered 50% return and made a snide comment about them whining over $200.00 Seriously? SERIOUSLY??!! This place will NEVER see my business and I hope it will never see yours!

The moment I entered I just felt man, "this place sure does look different from the photos.. it looked sketch as hell but i grew up in sketch areas so it didnt bother me, but it did bother the fact that i brought my lady to this place.. i went into the room and the phones didnt work and the staff told me to use my own phone.. if i need to call.. woke up to hearing my next room guests screaming and cussing and someone a woman screaming.. that had my lady shooken up.. not to mention that all 4 towels that were in my room had each a stain on it their own damn stains.. not a single thing was clean. Pictures everything you can think of with fingerprints everywhere.. the bed sheets were stained and very itchy when laying on them.. do yourself a favor stay at a motel 6, I had better experience there.. never again.. lucky that I even gave them 2 damn stars

Staff was nice, but the room was very dirty. The room looks nice and updated, but the carpet was filled with stains, there were stains in the sheets, hair in the bathtub, and more. There was no security lock on the inside of the door, either. The room was very subpar. I didn't feel comfortable at all. This hotel was more of a 2-star rather than 3.

Very cozy and comfy stay. Clean room, clean restroom. Microwave, TV, fridge and AC that works.

Only giving two stars because the staff are friendly but other than that!!!!!! Looks are deceiving when it comes to this "whole in the wall" it looks nice but it's very disgusting! Waste of my time money and energy! Save your time and money! Don't book here