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 3 out of 5 by KaiserP Well,,, minor issues but they stand out
I am a platinum member. I hosted a holiday party at the Sheraton this past weekend. Was quit excited. The staff who checked me in did not say any greeting to a platinum member like any other SPG hotels. She just handed me the key. Did not even give me the direction how to get to the room. It is not that I want to hear them greeting me as a platinum member but when every other hotels in SPG doing everything possilbe to make your stay enjoyable. This place give you a feeling that they just do not care since they are so busy with people come in and out.
Then I waiting in the lobby for 15 minutes for a bell cart. They only had two in the entire hotel (can you picture that?) When the bell person return to the lobby, He will not let me use the cart unless he is with me. It was a bit irritating. I maybe different because I really do not llike anyone to touch my stuff. Since I can not use the cart and I have car full or party items. It took me 15 to 20 mintues to move them into my room. I was really not happy at this time. As I said. this hotel does not seem to care. However, I have to say Madison at the front desk. She was really trying to help and offered me her apology. She was probably the only one there who truly want to make your experience enjogable. I can tell. Being around the blocks many times. Who cares and who dont, it becomse a nature to you.
I then requested late check out for both of my rooms. one for me and one for my lady friend. We went out for lunch. We did move our staff back in car (again 3 trips since you can not use the bell cart) When we went back to her room at 12 PM (late check out means 4 PM ), it was already occupied by another guest who was very not happy that i tried to open the room. Can not blame her. At the point, we had enough of this place, we did not even stop by the front desk. We just left.
It is a decent place, Everything is sorts automatic. They have everything set up but do not seem to have the desire be expectional. I seems to keep running into problems with them. If they do not care about platinum members, their most royal members, how thye are going to treat others. I wonder.
Well, I try to be fair but this event just left a sour taste in my mouth. The party went well. It was great. the food and serivce is wonferful. We had a blast at the party. However, the hotel may need to do some soul searching how they want their business thrive. I may go there to stay again just to see how they act in the future. if I get the same experience again, I will bring my business (including all future event plannings) to other places who may appreicate their most royal member a bit more.
December 17, 2013
Rated 1 out of 5 by Norbert43 unbearable noise
It seems that my room was either directly on top of or adjacent to the elevator motor room, the machinery in which could be heard clanking and whining away all night long. The CalTrain and Union Pacific trains, which pass very close by the hotel, were a minor distraction compared to this. This was far and away the noisiest hotel room I've ever stayed in.
The additional charge required for wireless internet access, an amenity provided gratis even by inexpensive youth hostels, was also an annoying surprise.
While the proximity to Stanford and CalTrain is great, I would otherwise not recommend this hotel, particularly at the current rates.
December 16, 2013
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 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 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 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
Rated 2 out of 5 by Cardinal123 Not what I expected from a Sheraton
We recommend hundreds of guests to the Palo Alto Sheraton as it is our preferred hotel for our local business. I live locally but needed a place to stay as the heat went out in my home. I called the hotel to make a reservation with a gift certificate I had. After 2 days of calling and leaving messages I was finally able to make a reservation (I was told ONLY 1 person at the hotel was authorized to make reservations for gift certificates). I then called to see if the room had a microwave and was placed on hold for 17 minutes. Upon my arrival, I checked in and unpacked. I started to fill the Jacuzzi and BROWN water filled the tub. I drained the tub and tried it again. After letting the water run for 10 minutes, the water was still brown. Defeated, I decided to crawl in bed and watch TV. After the cable lost signal 3 times, I gave up on that too. I was truly disappointed that this is the hotel I have been recommending to our customers. I expected more from a Sheraton.
December 9, 2013
Rated 2 out of 5 by Gagalli Need huge improvement
Room and lobby and access from parking all need BIG improvement
Semi broken bath tub
Very noisy heating system waking you up during the night
Dusty floor in room
Broken doors when coming from parking lot
December 8, 2013
Rated 2 out of 5 by lobutto Great staff, awful structure
The staff is great but the structure needs rebuilding. as it is now, it doea not value the money. the location is ok, close to caltrain and SF and the campus
December 3, 2013
Rated 5 out of 5 by trojanfan Great service and awesome location
Hotel is close to all the action in Palo Alto. Friendly staff!
December 2, 2013
Rated 3 out of 5 by Carrie1234 Very Average
Stayed at this hotel for business in the area. The area around the hotel is nice and safe but the room and hotel were just very average. There is a wall unit to heat the room so it tends to get very noisy. No safe or refrigerator in the room so plan accordingly.
There is a business area in the lobby of the hotel that allowed me to print my boarding pass which was very convenient.
December 2, 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 5 out of 5 by Guam This hotel was convenient and comfortable
Staff were extremely professional and personable. Room was comfortable, clean and convenient.
November 30, 2013
Rated 4 out of 5 by Amie1 Geat location!
The hotel is well situated if you are visiting the region, especially Stanford campus. It is at a walking distance from several good restaurants. It is just far enough for a nice walk to build up an appetite and then shed some of the calories after a scrumptious ethnic food…
November 26, 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 4 out of 5 by Gymnastics45 Very enjoyable stay
The Palo Alto Sheraton was a very nice experience. We look forward to future visits as our family trips north continue.
November 18, 2013
Rated 1 out of 5 by sgmaven Terrible Sheraton!
The hotel is a dated relic that maintains its steady stream of clients only by its close proximity to Stanford University. The rooms are dated in design, and only a basic "soft" overhaul has been done.
In the middle of my first night, security actually came into my room, claiming that they had not been informed that the room had a guest in it!
I complained to the lobby the next morning, and was offered a Club Room access. I pointed out that it does not really benefit me, since I was on a business trip and on company expense, but the staff did not seem to understand.
Then, when it came to check-out, I realized that I was being charged for the upgrade. I had to tell them once again what had transpired before they took the amount off my bill.
I do not think I will ever stay at this hotel ever again! I think a motel might even be a better alternative at Palo Alto!
November 17, 2013
Rated 2 out of 5 by Salem11 Hotel needs updating
We did not receive the room that we reserved at check-in but the hotel did correct the matter after speaking with the front dest over 3 times. Bathroom wall paper was peeling off the walls and some fixtures in the bathroom are rusting. Maid service barely addressed anything in the room the three says we were there. Bar workers would comment about us by speaking in a different language thinking we could not understand them-they were wrong. Sad to see the service go down so much since my last visit. Hope to see changes in the service and to the property. I would like to continue staying here on visits because of the proximity to Stanford.
November 11, 2013
Rated 2 out of 5 by Trucie33 Front desk staff competence
The hotel is beautiful. Very attractive and comfortable. But the front desk staff were singularly unhelpful (with an occasional exception) in two regards:
(1) They did not know how to help me obtain my email on the 3 computers in your lobby. All I wanted to do was check email. Your system there is so arcane that although I am vary familiar with and skilled in computers, I could not log into gmail nor would your computer let me actually REACH my other email (on a university account). But your front desk folks had no idea what was going on or what your system does. You should train them.
The other issue: Transportation to SFO. Now, when I emailed your hotel about this, a man named Frank gave me great information about Bart and Caltrain that I was able to use coming in. But my departure was on Saturday and I needed help with arranging transport that was not as expensive as a taxi is. Your front desk folks acted, with one exception, like they had never heard of questions about this. One older gentleman gave me numbers to call for Supershuttle and another company. And I used those with success. However, I was made to feel like I was imposing to ask such questions. And some of your younger male staff acted very impatient, going to far as to sigh deeply, grab a book, rip out a page for me (that did not address weekend Caltrain times, which was my concern). and handed it to me.
I was not happy with his rudeness or impatience. But, in general, the women behind the desk had blank looks when I asked about this.
Now perhaps most of your guests drive cars or do not mind paying $120.00 for a taxi. But I am an academic and cannot afford those kind of costs.
So, in my view, while you had people wandering around smiling, your alleged "experts" did not know aspects of their jobs.
I was also put off by your charges for wifi. Most hotels today, if you are a member of their 'preferred team,' provide free wifi. You should too!
November 10, 2013
Rated 5 out of 5 by marc9916 make me feel like family
ive probably stayed at this hotel 200+ nights in the last 10 years and i continue to stay here because the staff makes me feel like i am more than a simple guest. the staff always stops what they are doing to greet me and many of them know my name as well as my family. all of the employees have been great and ricardo leon is the best hotel supervisor that i have had the pleasure of interacting with. this guy goes SO FAR out of his way to acomodate me. he, in addition to so many others who work there is why i continue to come back
November 6, 2013
Rated 4 out of 5 by Spike123 My compliments
The staff at this hotel are all extremely friendly and cordial regardless where on the property you encounter them. The pool area and surrounding tables/chairs are very well maintained and a wonderful place to conduct business or relax.
Bathrooms/room is nice and clean with the shower plumbing showing a bit of wear and tear.
I stay here whenever in town
November 3, 2013
Rated 4 out of 5 by Archie123 A good hotel in Palo Alto
I have stayed a number of times and find it a well run comfortable and practical hotel in Palo Alto with friendly professional staff.
October 30, 2013
Rated 1 out of 5 by An15 Dark and dingy
THis hotel is not what I expect from a Sheraton, very dary, marginally clean and tired. I was booked for 1 day and needed to work from my room and there was construction in the morning which caused me an issue as it was very loud and the hotel staff would not refrain for the 40 minutes I requested. There was no prewarning for me to make other arrangements. If I book a hotel I expect to have use of my room until checkout and I did not.
October 25, 2013
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 3 out of 5 by nickname102 poor example
The hotel desk staff was wonderful. They even corrected a reservation error by the reservation dept. Room seemed dingy when we entered, but was clean. The TV didn't work properly. Channels came on then lost signal. We were upgraded into another room.
thank you, but the tv still had channel problems. Hotel staff was always friendly.
October 15, 2013
Rated 1 out of 5 by MiaMaria This hotel does not live up to the standards
This hotel did not give you value for money. The facilities and rooms were average but the 9.98 USD for 24h wifi (per device!) is just ridiculous and so is the 14 UDS a night for parking. The location is great for downtown Paolo Alto and the train but that’s it.
October 12, 2013
Rated 5 out of 5 by Peterx A Problem
Smoking is allowed on the outside decks and patios. This led to our deck being unusable.
October 9, 2013
Rated 3 out of 5 by pinkie55 Cozy but not quiet
The room was clean and the beds comfortable, but the hotel is not quiet. The doors slam when closed and the toilets are so loud you can hear them flush in other rooms! The people above us had a party and it was very loud. I told the woman at check out and she completely ignored me.
October 7, 2013
Rated 4 out of 5 by bostonguest2013 Good and bad
I was surprised that when I arrived after 3PM my requested/blocked room was not ready as the guest had been given a 3PM checkout time. However, the person at desk was very helpful getting the room cleaned and ready as quickly as possible - though I had to wait 40 minutes after a cross country flight. Also the TV reception and sounds was erratic - kept going on and off. what's with that?
October 3, 2013