The Row Hotel, BW Signature Collection

DENIED CHECK IN ! I paid in advance and was denied checking in at 11pm because I didn't have the same credit card I paid with on me (even though I had the card on my phone and I had other cards). Booking.com later confirmed this was not what the hotel needed and I should never have denied by check-in. Hotel receptionist was rude and useless. Manager not contactable. Strongly recommend finding an alternative hotel in San Jose.

I booked this property based on the photos and expected a larger, more traditional hotel. Upon arrival, it was clear the property has been extensively renovated. The finishes in the lobby, guest rooms, fitness center, and common areas are beautifully done and very modern. However, I found it a bit difficult to get past the original "motel or apartment" architecture; while the interiors are fresh, the layout still reflects its older roots. Check-in & Service We experienced a bit of a hiccup at arrival. There was no one at the desk, and another couple was already waiting. It took about five minutes for a staff member to return from a break to assist us. It wasn't a dealbreaker, but it was a bit of a slow start to the stay. Room 227 & Noise Issues If you are a light sleeper, be cautious of the room placement. We stayed in room 227 on the second floor of this two-story building. Surprisingly, despite being on the top floor, we woke and clearly heard people above us (likely in a maintenance or staff area, or a recessed architectural space) talking, walking, and laughing as late as 3:00 AM. The Highlights Excellent Breakfast: The spread was always well-stocked with a great variety, including eggs, sausage, potatoes, yogurt, and various breads. Reliable Tech: The Wi-Fi was impressively strong and stable throughout my stay. Great Shower: I especially loved the hot shower—the water pressure was fantastic and remained consistent. Final Thoughts & Tips If you're looking for a location within walking distance of restaurants, you may be disappointed, as there isn't much in the immediate vicinity. Overall, it was a nice, comfortable stay with nice finishes, just different from the larger hotel atmosphere I had initially pictured!

I was nervous about staying at this hotel after reading some of the reviews, well after I had booked. I was pleasantly surprised at everything. My room was clean and attractive. I think they remodeled, and I think they did a great job. The lobby was attended when I got there. Probably the only thing that made me uncomfortable was the parking underground with nobody around. As a woman traveling alone, that makes me nervous. But other than that everything else was absolutely wonderful.

There's no hot water, so we had to take freezing cold showers. Don't stay here unless you're planning on showering elsewhere. Floors are also gross

Our experience at this hotel was great. Our reason for our visit was we had a concert to go to. Check in was fast and easy. The receptionist was polite and friendly. They offer coffee or lemon water at the breafast/lounge area. We booked a room with double queen & the room was big and spacious and was really clean. Will be back soon 😁

Room is big and modern which was about the only good thing. Virtual kiosk check in is weird but worked. Shower had no hot water. There was a knocking sound coming from somewhere that I could never figure out. On my last night the door keypad didn't work and had to find someone to change the battery. Breakfast was small but okay. Don't think I would book again.

Absolute worst customer service and hotel layout is horrible. Incredibly small rooms. Customer service is outsourced to another country. I tried asking for help on a reservation. They would not budge and just referred back to”company policy”. Do not expect to get any leeway with this company. Do not except anything above 1-star service.

The check in process was easy and quick. The virtual concierge was pleasant and helpful. The common areas were updated and clean. The hallway on the 3rd floor was very warm. There is a fantastic taco truck across the street that I recommend highly, but it played music til after midnight. The room had several issues. The shower barely worked and was either super hot or very cold and took a min to get to either. The shower head lit up sometimes but the exposed wires made me nervous as I attempted to shower. The jetted tub needs to be cleaned more throughly as a nasty film appeared as it filled. Not being able to bathe was very annoying. There was painted over mold on the ceiling and all along the top of one wall from the restroom the texture was weird and seems like there was water damage under. The toilet paper holder was barely installed so it fell off into the garbage can every time. The virtual concierge told me the waters in the room were complimentary but I had a charge on my card after we left and those were the only things we consumed. The street was very,very loud and you hear every car and truck go by all night long. I recommend ear plugs to get any sleep. The breakfast had a lot of choices for food and beverages and the area was clean and spacious.

Fascinating - check in was virtual on a screen with a person in Columbia. But efficient, polite and to the point. Apparently under new ownership, is being refurbished. Good breakfast, coffee and tea available 24/7, very polite service staff. Small fitness room available.