Rated 2 out of 5 by jcamerino7 Part Two
I forgot to mention about my recent stay from June 24-27.
1. Key cards would not let me out of the parking lot 2 days in a row.
2. My receipt was emailed to another employee of our district; how does that happen???
June 28, 2013
Rated 5 out of 5 by GSB77 Stanford Reunions
Book early. This is the best place to stay. Close to campus and bar that has indoor and outdoor areas.
Parking is a little bit of a hassle but workable if you are staying in the hotel.
However, paying $9.99 per day for internet SUCKS.
October 10, 2012
Rated 4 out of 5 by rc46 This hotel has good features
Overall features good. Wifi should be free not
charged for in this class of hotel. There a few things that need to be updated in the room.
Noise level in my room was more than normal do to mechanical equipment for the elevator.
September 4, 2012
Rated 2 out of 5 by m324 horrible
spider webs in room. really really bad plumbing. toilet, water running etc. Maid knocked on my door at 8:15 am. to clean room on a sat morning the day I was checking out. Woke me up. Would not return!!
May 27, 2012
Rated 4 out of 5 by katherine9 Standford Reunion Weekend
Checked in early Friday morning, around 6:00 am, October 18th, by front desk clerk with the name tag of Ben. I was taken aback by his chewing gum the entire time. In addition below very slow in checking us in.
The employees at the Club Floor lounge were terrific. Very pleasant and accommodating. We were not aware that the Club is closed on weekends. However, because it was the Stanord reunion weekend, the lounge was open for breakfast, which nobody told us about the fist day. Besides breakfast, it would be nice if the lounge had soft drinks and snacks available during the remainder of the day. Is it open for drinks at night?
October 21, 2013
Rated 5 out of 5 by steve Appreciate Evelyn's Help
I have stayed here over 300 nights. Evelyn's work at the front desk is always exceptional. She does a fantastic job and is one of the reasons I keep coming back.
May 17, 2013
Rated 1 out of 5 by mghs Terrible experience
Salmon Steak Salad was what I ordered for room service. The salmon was uncooked
Gave the feedback to reception desk and said for me to talk to the manager
May 15, 2013
Rated 5 out of 5 by aigll pleasantly surprised
The staff at front desk are very helpful. The king bed is comfortable, an internet is fast (wish it were free). Poolside restaurant has really delicious Baked Half Moon Bay Cod.
January 27, 2013
Rated 3 out of 5 by evalunlim Reasons to stay at Sheraton Palo Alto
Location near Stanford University campus and other attractions in the area are the major reasons one stays at the Palo Alto Sheraton. Unlike other times I have been a guest, the hotel seemed to have difficulty handling the needs of the crowd. One example would be the my question re a reservation for breakfast in the Poolside Restaurant the night before and being told "no reservation necessary." Thus, it was not pleasant to have to wait when arriving at 9 o'clock a.m.
It was also unusual (and unpleasant) to have a TV (without any instructions) that took at least 15 minutes to work. Leo, an "engineer" was very courteous and helpful when coming to fix problem on the first day of my 2 night stay.
November 25, 2013
Rated 2 out of 5 by sunset Palto Alto
Hotel in general needs upgrading. Bed was uncomfortable. Noisy, sounded like carboard
June 4, 2013
Rated 5 out of 5 by SDMike This hotel has a great location
This hotel is perfectly situated for walking downtown Palo Alto and visiting Stanford University.
July 28, 2012
Rated 4 out of 5 by KSSNY Great breakfasts
I stayed at the Sheraton Palo Alto from October 10th to 13th. My room was extremely comfortable. The executive level lounge was not open on Saturday or Sunday. When it was open, the service was courteous, the wine was good, and the hor d'oevres weren't bad.
Breakfasts in the dining room were absolutely wonderful. I would return to the hotel simply to enjoy those breakfasts again.
The poolside lounge had absolutely terrible drinks and food. The front desk was incompetent. I guess one must take the good with the bad.
December 15, 2013
Rated 1 out of 5 by MMCS Terrible experience
Dirty, no security, unhelpful and unknowledgable staff.
September 18, 2012
Rated 2 out of 5 by FallLine13 Not up to typical Starwood standards
I am a frequent business traveller and have stayed at Starwood hotels all over the world. This hotel tries to keep up to typical Sheraton standards, but it just doesn't quite get there.
- Very Noisy.
- Right next to CalTrain station and you can hear the trains all night long
- room walls are paper thin. I could hear phone calls, TVs, bathrooms, all night.
- HVAC just could not keep the room warm. Thank goodness for the heavenly bed because I had to stay under the covers the whole time.
- location, if you need to be near Palo Alto
- staff was very attentive and professional
- hotel grounds were nice, lobby was nice
Bottom line, they try to keep the place nice, but if I am kept awake all night long and freezing cold, i won't stay here again no matter how nice the lobby is.
December 17, 2013
Rated 2 out of 5 by Bobjoe Needs improvement
Needs improvement. Would not stay again
March 6, 2013
Rated 1 out of 5 by Fidel Denied access to room
I used to be an SPG member but it's times like these that I stopped being a loyal member.
Upon checking in, your staff told me that there was no reservation for me and that if I wanted to check-in I would have to charge it to my credit card. I told him to run the search again and he finally found it. Needless to say, I believe your staff should exercise dull diligence before telling customers that they don't reservations.
In addition, on my last night at your property, I was locked out of my room. I went back to the front desk thinking that my card was just de-magnetized. The front desk agent informed me that I could not have access to my room until the room rate was paid. I found that odd but my company had apparently stopped funds. However, my personal credit card was still on file. The room rate could have just been charged to my card and the room rate problem could have been dealt with at a later time. To lock me out with my personal items still in the room is just unacceptable!
I know there is nothing that can be done now but I do hope that your staff does a better a job of providing better service in the future. It's an inconvenience for the customer and I'm sure it's an inconvenience for you to receive such negative reviews like this one.
October 30, 2012
Rated 2 out of 5 by PACpatient2013 Over priced for age and quality of facilities
The staff was friendly and efficient. My son had to be at Lucille Packard hospital early in the morning for surgery. When we first contacted the hotel we were told they had no rooms available; however several,sights online showed rooms there being available. Upon speaking to management they found a room for us and provided the hospital discount. Not much of a discount only 15 percent. He explained how rooms can show available on other sites but not when You call but this is not good customer service and the online sites are not customer friendly at all.. Our biggest complaint was the very very loud, noisy air conditioning which had to be on since the room was stuffy. The room needs a new quiet air conditioner and also needs the old cottage cheese stuff removed from the ceiling. The walls also are not insulated well and we could hear people in the halls, toilets flushing and worst of all the train going by. I think we were stuck in the worst section of the hotel. We were wanting a quiet, restful night before surgery and it was not what we needed. We have stayed in hotels half this price that have been much better. Definitley not worth the money. The location is good and the staff great and the room was clean. The food was also very good at the restaurant and staff there was also excellent. One free bottle of water in room but should have been two. Also for price of room and location to,silicone valley you would think wi fi would be free. Lots of empty parking places should parking should be free also.
August 4, 2013
Rated 5 out of 5 by Kodjo Great hotel, Great staff
I've been staying at this hotel regularly for over 6 months, and the place is amazing. It's very close to University Ave, which means easy access to everything. Their rooms are very comfortable and the staff is great. I'm treated very well by everyone there, including Gila, who goes above and beyond to make sure each stay is a memorable one. Great job folks.
December 25, 2013
Rated 3 out of 5 by Chez15 Not a great experience
We traveled with a basketball team. Hotel room was not ready at 4:00pm. They did provide me a room to change because we had practice. I did need a room with 2 beds because I had my brother with me. We returned from practice had a very good team meal catered by The Sheraton, however when we went up to our room it only had 1 bed so we had to change rooms at 10pm. After we played Stanford we had box lunches delivered to arena, we can back and the coaching staff sat at the bar was going to order something to drink and were told no outside food, then we went outside to eat by the pool going to buy our drinks and told the same thing. Nobody else was outside, I didn't understand that when I have coached over 20 years and all other hotels would not only let us eat in their bar area knowing we were going to spend money in the bar.
December 18, 2013
Rated 2 out of 5 by Eliza01 No one mentioned a train!
This was my first visit to the Palo Alto Sheraton and probably my last. I was traveling with a group of 5 of my customers and suggested we stay there as it was relatively close to our HQ location where we had meetings the next day. 4 out of 5 of my customers said they were not thrilled with my choice of hotel. Neither was I.
I was checked into a room in the Palo Alto wing. Small, ground floor room, where I could literally stand in the bathroom and touch a foot in the shower and my hand on the opposite wall. Air freshener smell in the room was overpowering and as I was on the ground floor the windows didn't open for any fresh air. This was after I had to walk back to the front desk after check in because my first set of keys didn't work. Two of my travel companions had the same issue with their keys.
I'm an SPG member, but don't have status, so wasn't checked into a "preferred" room. I soon found out that "preferred" room meant you were on the side of the wing that didn't face the train tracks. We returned from dinner that evening around 10:30 and as soon as I entered my room I could hear the train. I could even FEEL the train...floor had a slight vibration.
They continued to run until midnight. I called guest services at one point and they suggested that for my next stay I ask to be put in the Stanford wing.
The walls were thin enough for me to not only hear the entire side of the telephone conversation my neighbor was having, but to also hear the "wha, wha, wha" charlie brown speak of the person he was talking TO on his mobile phone.
On the bright side the pool was lovely.
April 12, 2013
Rated 2 out of 5 by jcamerino7 $389/Night Really?
I called a few days before our recent stay to request 2 double beds because 4 of us would be staying in the room.
Upon check-in, there were no double-bed rooms available. about refrigerators in the room, he says "we are in the process of getting refrigerators in ever room. As a matter of fact, today we are getting them in all the rooms and make them a standard for all guests." So I asked if we had one and he said no. I asked if I could have one and he said it would be a $10/night charge. I can go on about this but we finally got one the next day; we were traveling with a 2-year old.
The bed closest to the patio squeaked so bad that it was obvious that the box spring was broken. Again, with the 2 year old it was hard for me to move in the bed without making too much noise. We would have liked to have requested a different room but I did not have the time to go back and forth with the front desk again.
On our last morning, workers decided to talk, sing, hum, and throw tools down before 8am. They began using a machine that tore up old carpet! UNPROFESSIONAL and INCONSIDERATE!
In summary, 3 of my district bosses had negative and rude experiences upon checking-in and complained about the noise. Your hotel gave money back to the district but that doesn't compensate us as individual guests and families.
We will be returning next year for the same conference and will be making arrangements to stay somewhere else despite the fact that the conference is being held at your hotel. I would rather walk a few blocks from a hotel that can treat us better.
I can't believe you guys charge $389 a night there! I don't pay that much to stay in NYC at a competitor's hotel and it's much more luxurious.
June 28, 2013
Rated 5 out of 5 by ak2uaz The customer service received was really great.
We have received great customer service from every staff in the hotel. We stayed there for a wedding and although we received a wrong gift bag from the newlywed couple, the experience was great. There were two weddings going on in the hotel, and both had gift bags prepared for the wedding guests upon check in. After realizing for the 3rd time that our times from the agenda given in the gift bag were different from every other guest's, we realizied that we got a bag from the wrong wedding. Overall though, we were very happy with our stay. I wanted to recognize Ricardo at the front desk, he was very respectful and helpful.
September 25, 2013
Rated 4 out of 5 by PGary55 Accessible room.
here's couple of suggestions to make it easier for the disabled:
take the spring off the bathroom door. the way it is now makes wheelchair access difficult.
the tiny switches on the bedside lamps are hard to find and difficult to use.
December 26, 2013
Rated 2 out of 5 by Caroline3 This hotel needs many improvements
We had mostly minor issues all during our stay here, but when they start becoming a long list, it is no longer pleasant.
At check in I asked the desk clerk to call when our room was prepared. When I hadn't heard by official check-in time, I went to the desk and he said he had called but my Voicemail was full. I didn't have a single message in my voicemail and I had someone call my phone as I stood there, so I know I was receiving. I would far rather have someone say, "Sorry, I'm running behind," than to make up statements the customer knows are false.
The desk clerk also did not tell me I had packages waiting; I had to wonder and finally ask the next day. The nice fellow who got them out said they'd been there a couple days already so I know they were there when I checked in. It would have been nice to be told at that time.
Our room was spacious but had no refrigerator, no safe, there were only 8 hangers for a double queen room and only one bathrobe, there was hair in the bathtub, and several bed linens had small holes in them. The hook that latched the balcony door was so tight that when it finally opened, it pinched my finger. The balcony table and chairs were layered with grime; I had to clean them just to set a drink down.
Maybe worst of all - although we never touched it, the alarm clock went off at 8:30 am when we were trying to sleep late the next morning. A nasty awakening.
The next night, the poolside bartender was out and the replacement admitted that he didn't know how to make drinks and was relieved when we left without any.
The following night at poolside, we ordered 2 simple, non-mixed drinks and waited over 15 minutes for them although there were only a few customers.
In the business center patrons cannot use wireless printing, which is bad enough, but there's no sign telling you this, so you go through the useless exercise of trying before someone informs you, "You can't do that." Also, if you access your email on iCloud, forget about using the business center PCs. Their version of Explorer is too old to access Apple's iCloud page. Imagine that in Palo Alto!
None of these issues is earth-shattering, but taken together and with the pricey cost of this hotel, it added up to a lot of irritation. And they aren't the sort of things that could have been "corrected" at the time. I've always sort of scoffed at reviews like mine that I thought were too "whiney", but now I know how those people feel. We won't stay here again.
October 14, 2012
Rated 2 out of 5 by BobR Awful Internet Service
It seems like every time I have come here over the past three years there is something new and something old to complain about, but I am really tired of a hotel in the middle of Silicon Valley that has done nothing to improve its internet service. It is slow and it is intermittent. It took me nearly 15 minutes just to get to the SPG site and write this review. My 4GL device is faster than the service in this hotel. This hotel just does not represent what I typically find associated with the Starwood brand. I depend heavily on being able to access network services for my job and this hotel is always a disappointment.
September 5, 2013
Rated 3 out of 5 by zman56 athletic facilities
The exercise room has limited equipment, including only one stationary bike-recumbent. the TV and radio were not connected (electronically said, no signal), there were no foot straps, and the electronic controls did not work properly (I am a a bike rider and know about what my cadence, speed, and calories are, I also know what this type of equipment would normally display in a "std" 45 minute workout....this one showed about 60 for my cadence, which normally more like 90, my speed showed as an average of 5 mph, normally more like 19, and calories were displayed as ~100 more than normal) In short, it didn 't work properly.
June 23, 2013
Rated 1 out of 5 by JamesYQ Terrible experience (belonging got lost)
I checked in this Sheraton on Dec 09 and checked out on Dec 10. I left the hotel at 10:30 am and forgot my new Iphone 5s charger in the room. I called the hotel in the evening at 6:00 pm. They said it is gone. The person who did housekeeping did not see it. It is impossible I just left it on the desk. In such few hours, customer's belonging got lost. I think it does not match this hotel's name. The first person I talked to was not helpful at all. She said she will call me in 15 min. I never received her call. The second person, Hector, is even worse. So rude and sounds like I am lying. Things got slightly better when I started to talk the manager on duty. However, I still couldn't get my charger back. so disappointed!!!
I have been with SPG for years. I will stay away from this name from now on. and will never recommend it to my friends. Things get lost at Sheraton, period.
December 11, 2013
Rated 4 out of 5 by MSB2000 great in theory...
The location was great for us, the front desk was kind and accommodating despite the fact that I mis-booked our reservation, and my concern about hearing the trains all night was unfounded - we both slept like babies.
However, I could have done without someone else's underwear that I tripped over when I was closing the curtains. I don't kid myself that 300 other people don't sleep in that room per year, but I don't need to be reminded of that fact when I have just arrived.
November 30, 2013
Rated 2 out of 5 by Roberto28 Hotel is old, smelly and has noisy heaters
Furniture is old and outdated, room was smelly - may have been a smoking room in the past now converted to non-smoking - and heating system is antiquated and very noisy interrupting my sleep every 30-40 minutes... Overall a terrible experience for the $1000 spend for two nights!
December 13, 2013
Rated 2 out of 5 by jackie2001 poorly maintained and operated
while the staff is very courteous and tries to be very helpful, the accommodations are often not clean and the hotel routinely makes mistakes such as 1) sent to room with keys not working, 2) sent to a room that already had an occupant, 3) not crediting SPG points and awards, and 4) not emailing hotel bill summary upon checkout.
December 10, 2013