Rated 1 out of 5 by CRichard Wrong Focus
This is probably the worst Starwood property in the West. They are focused on squeezing every penny out of you versus the comfort of the customer. The staff is friendly, but it is obvious the management has them focused on their priorities instead of the guests. Shoddy room service during the day, they billed me incorrectly and gave me a hassle for a late check out and yes I am Platinum. The bathroom smelled like body odor and this is not the first time.
March 30, 2013
Rated 3 out of 5 by Subir007 Kids staff, broken phone and closet room
Poor: Some of the front staff seemed like students who really didn't care, we didn't, order room service because the phone was broken and the room felt like a closet.
Good: Fantastic food and very friendly staff in the restaurant,
nicely decorated and very clean room, and very comfortable bed.
We frequently stay at hotels, it's unfortunate when a few negatives spoil an experience.
December 27, 2012
Rated 5 out of 5 by JPEW44 Great local business hotel
I have stayed at this hotel consistently for many years of business travel. The staff and facilities are superb for travel to and from the Palo Alto Area of the Bay, with great access to Stanford, restaurants, airports, and local Palo Alto businesses. Each staff member offers quality meaningful service for all guests; very customer focused, friendly and well informed.
August 7, 2012
Rated 3 out of 5 by Dan21 Mixed
Have stayed here many times but the staff was just off repeatedly this visit. Maid would not leave shampoo or the slip to order breakfast. This occurred repeatedly. Front desk signed me up for the green program and yet I was told the next day I was not signed up. Later that week, they could not tell me if I was or if I had gotten the extra points. Very frustrating.
December 21, 2013
Rated 1 out of 5 by Fuming Your Website
Your website is terrible. I'm missing a stay from 5/13 thru 5/17. It's hard to get credit for it. Additionally, I cannot pull up a portfolio from my stay in April. It takes me to a marketing site to book a new stay. This website is so 1990's.
And I call for a portfolio at the Palo Alto hotel and get a voice mail. Horrible customer experience.
May 31, 2013
Rated 3 out of 5 by John1757 Hotel Maintenance
Unfortunately the two nights that we stayed at the hotel, the maintenance personnel were making repairs with a lot of noise starting at 8:00 am. They should start their work at least after 10:00 AM
We also ordered room service in the quality and selection of food was not good
December 28, 2013
Rated 3 out of 5 by daylily10 worst night sleep ever
overall the staff and room very good but room next door had 2 screaming babies... all night long. literally every 1-2 hours. Hotel wall very thin. Staff should consider all patrons when booking guests w/ small children,
December 23, 2013
Rated 1 out of 5 by 5472 Awful. Never again
When I checked the front desk assigned me a room with view of A/C. And another roof. Saying that all the other rooms were being cleaned. It was a premium room a suite and they acted like they were doing me a favor.
August 22, 2012
Rated 5 out of 5 by Liv4travel Excellent Boutique Hotel in Palo Alto
Just returned from the Westin Palo Alto. Hotel location is very convenient to downtown restaurants & shops. I've stayed here 4-5 times and have never met a staff member that wasn't very helpful and friendly. Rooms decor is up-to-date and immaculate. Breakfast buffet is expensive but provides excellent choices and very freshly prepared breakfast items. Pool and hot tub are very relaxing. Rooms are large by today's standards. Will definitely return.
October 7, 2014
Rated 3 out of 5 by Oct2014visitor very comfortable and clean
Attractive hotel but some comments:
- wall signs for directions to ground floor rooms, fitness and lobby areas were very hard to read.
- In-room internet access didn't work
- need a light in the clothes closet
- liked the complimentary in-room water, coffee and biscotti.
- should have included reduced (or free)parking fee considering room price.
- too expensive
overall a good (but not great) hotel stay.
October 10, 2014
Rated 2 out of 5 by MD84 very disappointed
I have often stayed at the Westin Palo Alto and have been very satisfied in the past. On this occasion however, the manager decided to remodel the hotel without informing me when I made the reservation or even when I checked in. The night before they ripped all the wallpaper off of the walls, I received a notice slipped under the door. The next morning I suffered a major allergy attack as I walked through corridors filled with thick dust and old dried adhesive. This was not cleaned up all day until I complained that afternoon at the front desk. Nobody had bothered to take the elevator up to check on the workmen and the mess they were making. Overnight I had another huge allergy, coughing, eye watering "rest". Then I discovered that they had started ripping up the carpet at 8 am. Totally irresponsible decision-making process. I had to emphasize to the employees that if they had a history of asthma, don't enter the remodeled floors! The hotel will be lucky if no guests with respiratory problems worse than mine, were staying on those floors. My request to be moved was impossible because the hotel was fully booked. A horrible experience- do I really need to ask if the hotel is being remodeled before I book the room? Being an SPG member for over 10 years, I expect better.
May 29, 2012
Rated 4 out of 5 by atnapa Overall not too bad experience
front desk staff was very helpful to get me a king size bed when checking in, which wasn't available when making my reservation. however, there's a big stein on the mattress and the size of that "king" bed is smaller than I expected.
restroom is clean, specious, and well-designed
besides, it's like walking in a maze from elevator to your room. easily get lost and not that easy when you have 50lbs luggage, kid stroller...etc
in the end, overall the hotel is still good for the price. check out the hotel website for special offer as I found it could be the cheapest rate you can find (cheaper than all other travel website offer or call-in reservation)
May 30, 2012
Rated 5 out of 5 by Pinky2287 I want to come home
If I close my eyes and click my pink heels three times and say “I want to go home” with any luck I may find myself at the Westin Palo Alto.
I returned for trip #8 this month. As soon as I walked through the lobby, I felt at home.
My room was ready before noon, which is always a special treat after a five hour flight. Even if not, it is no problem for them to hold my luggage, I carry my bikini in my carry on luggage and am more than willing to park myself by the pool. Can’t think of a better spot to wait on a hot and sunny day.
Was great to visit with people I knew and meet the new additions to the Westin Palo Alto Family.
Everything was lovely, the room perfect. The meals incredible
I always think of Westin Palo Alto as my home away from home. When I joined a health club in May, and was asked for a USA mailing address, instead of saying “I don’t have one” I used the hotel’s address. It just seemed right.
Location, Location, Location as in real estate, Westin Palo Alto has it all. With the Cal-Train in your back yard, Town and Country Village a 5 minute walk, Stanford Shopping Center a 10 minute walk, proximity to Stanford who could ask for more?
I feel very secure here knowing that everyone genuinely cares.
Nightie-nights(never ever say good-bye) are always hard, but knowing I will be back, makes it easier.
Can’t wait to go back. Already booked two trips in 2014.
Thank you to everyone who made my 12 days there feel like I was at a very expensive and exclusive resort. Loved the pampering.
Reality hit when the plane landed.
October 22, 2013
Rated 2 out of 5 by LaurieL Not my best hotel experience
Having been a Director of Business Development to a hotel in Los Angeles, and having stayed at your hotel some years prior, I was disappointed. My stay, this time, was for five nights. On my third night I called the hotel operator to say I had not had my tub cleaned nor rec'd restocking of bath gel and q-tips on any of the prior days. It was interesting to me that on my fifth and final night the chocolates from turndown which I had accumulated magically disappeared leaving me with only two. Odd. Was it really too much of an expensive to the hotel to receive a morning newspaper at my door in the morning? This is a Westin. I would have expected a bit more.
August 14, 2013
Rated 5 out of 5 by m324 Always excellent
The best customer service. My favorite starwood hotel.
October 12, 2014
Rated 3 out of 5 by JJFIV Attention to detail
Evidently, the hotel is now charging for newspapers. The USA Today is still free, but I stopped by the front desk to ask if the Wall Street Journal had come in and they asked for my room number, stating they now charge $2 for the paper. I declined.
When I departed the hotel and tried to get out of the gate, my card key which had supposedly been setup for self parking did not work (locked out message). I tried the back gate first, then had to reverse through other backed up cars to go to the manned front gate, which unfortunately was not manned. So I had to park my car and go back inside to get my key setup again.
December 21, 2012
Rated 5 out of 5 by Cali04 Great Hotel, Great Staff, Great Location
Samantha was so attentive to our every need. Samantha went above and beyond to ensure that we enjoyed our stay. Excellent Customer Service. Omar was also very helpful. Samantha and Omar made our trip a very enjoyable experience. I look forward to staying there again in the near future!
September 30, 2014
Rated 5 out of 5 by Tim1961 Another fabulous stay
We have stayed at the Westin on a number of occasions. This time we were attending my college reunion - as were hundreds of others. It was a very busy weekend at the hotel. As usual, the staff rose to the occasion. Joshua, the front desk manager, took particular attention in checking us in and making sure everything met our expectations from the outset. Our room was perfect, as was the treatment by the staff. Every day staff members inquired about what they could do to make our stay more comfortable. No request was too difficult, even though as I said it was a very busy weekend at the hotel. I highly recommend staying at this hotel if you need to be in the Palo Alto area.
October 21, 2013
Rated 5 out of 5 Love this place - a second home
Over the past 4 years we have stayed at this hotel for every home Stanford football game. The customer service is ALWAYS outstanding. I have yet to have a bad experience or encounter a person working there who wasn't helpful and attentive. The rooms are comfortably appointed & the pool area is outstanding.
I give a special shout out to Samuel the valet and Jose the bartender. Two guys that I always enjoy seeing on my visits.
For us - when we are in Palo Alto, this is the perfect place to be.
September 1, 2014
Rated 5 out of 5 by Easton64 Great location and restful stay
I recently stayed here at the Westin Palo Alto while attending a Stanford Football game. TheStanford stadium is a short walk from the hotel and the hotel is also within walking distance of Downtown Palo Alto, Stanford shopping center and Town and Country shopping center. All three areas have wonderful shops and restaurants.
The Westin was very nice! The beds were soft and we all had a restful sleep. The staff was very friendly and helpful. Room service was prompt and the meal very tasty. My family and I thoroughly enjoyed our stay and will stay here again for our next Stanford football game.
October 31, 2012
Rated 3 out of 5 by Madge Ok hotel in Palo Alto
This is a reasonable choice in Palo Alto - known for lack of good hotel choice. This is an old hotel. Pros - staff helpful & you can walk to PA for dinner. Cons - feels very dated, my room was an incredible distance from the lifts, the water pressure in the shower was very poor & I got woken by the bin lorry collecting bins just beneath my window at 5AM. Hard to believe the hotel would allow this as the result is clearly a bunch of guests with disturb sleep. Overall I would rate the hotel as a 3 & given the poor choice in PA I would stay here again.
August 3, 2014
Rated 3 out of 5 by DL26 Some misses, but overall good
There seem to be room upgrading happening at the upper floors of the hotel, occasional drilling and loud machine noises could be heard as early as 9am and persist for an hour or two. Not a good experience for me when I am sick and slept in for the day. Checked with the front desk the next day and apparently they were not aware of it and did not get back to me on that either. I opted into the green program and housekeeping forgot to provide housekeeping services one day when I requested for it in the morning. Overall still a pleasant experience but needs improvement in meeting guests' needs.
January 19, 2014
Rated 5 out of 5 by KKeen Wonderful Westin in great location
This is a small scale Westin tucked into a great location across from the main entrance to renowned Stanford University. Although boutique style, it has everything you could ever want or need. We were upgraded to a suite which gave us plenty of room to spread out. The Heavenly Westin bed was so comfy and I got a great sleep. The hotel is within a short walk to great shops and restaurants as well as the train station for a ride up the bay to San Francisco or down to San Jose. I will always stay at the Westin Palo Alto when in the area.
August 11, 2014
Rated 3 out of 5 by LAExec A bit disappointed, actually
This Westin sits side by side with the Sheraton Palo Alto, essentially across the street from Stanford University. For many years I've always stayed at the Sheraton because its rates are significantly lower than the Westin. This time the Sheraton was full, so with some help from Stanford on rates, I tried the Westin.
I must say I was quite disappointed. While the Westin's rates are typically $150-200 more than the Sheraton next door, I actually thought the overall quality of the hotel was, at best, equal to the Sheraton, if not a bit lower.
I awoke with a back ache, had to walk across the parking lot to the Sheraton for a cappuccino (they have a Starbucks stand, the Westin doesn't), found the breakfast prices outrageous for what you got, and discovered that to get a taxi you also had to walk next door.
Fascinating. Don't waste your money here, many other hotels in the area are equally good for less.
September 13, 2014
Rated 3 out of 5 by Brad45 Not sure worth 200+ per night
Stayed here for Stanford football game in early October 2013. Hotel nice enough but had a few issues with staff. Shower broken on first day and took over 1 hour to fix...had to call back 3 times to get it looked at. One of main reasons we splurged was to check out heavenly bed (as we wanted to check out as in the market) and staff had no idea what that was or if our bed was the actual model (believe it was not). Called twice to have them check out but no one ever came by. Nice hotel and great location for game but would consider other options based on price and service received.
October 8, 2013
Rated 3 out of 5 by Darby disappointed
I was disappointed in a few areas:
1. Fitness Ceter - the water was empty and nobody came to fill it and I was in the fitness center for over an hour. also the sound on the tv built into the eliptical did not work.
2, I was asked if I would forgo my room being services for extra points. I was told that I would get the towels refreshed and the amenities refreshed. That did not happen.
3. A shuttle was booked to take me to SFO and I was told it was $49. However I was charged $55 plus $4 for using my credit card. Not the hotels fault but price should be properly communicated.
February 2, 2013
Rated 4 out of 5 by MaryT14 Nickel and Dimed
First, I want to highly praise Samuel, who works at the front door for being an EXCEPTIONALLY wonderful employee of your hotel in Palo Alto.
Next, we were asked if we wanted a morning newspaper delivered to our room... two days it did not. The third day, after numerous requests on my part it did arrive, but it was a day old paper.
The hotel has many cable channels.... so can you explain why your fitness center only has about five channels, none of which I care to view?????
Small toiletries on the counter in the bathroom were in short supply and limited items.
We have stayed at the Palo Alto facility many times over the past few years and feel you are downgrading the experience of a $300 plus per night experience.
October 9, 2013
Rated 5 out of 5 by Hank52 Superb dinner special
Had the pork chop special prepared with a mushroom cream sauce - far better than I expected but the highlight was actually the summer squash with tomatoes and red bell peppers with a Mexican spiciness. I expected somewhat mundane dining and was wonderfully surprised!
September 8, 2014
Rated 2 out of 5 by Chris40PaloAlto Trouble with the staff
I stay at the Westin Palo Alto almost every week and have had uncharacteristically bad experiences the last 2 weeks. For starters after telling the attendant when checking in that I wanted to participate in green choice, that I did not need a wake up call, and that I was self parking I had issues with each. The maid came anyways for the first night (despite me saying I wanted to do green choice), my room card did not work for a single entry/exit into the garage my entire stay (despite me going up and asking them to reactivate my card 4 separate times!), and finally I got a wake up call my first day at 6am (not fun) and they appologized, but amazingly gave me a wake up call on the next morning again. Ridiculous. If I'm paying well over $1000/week to stay in the hotel I'm hoping for better services. It was not a good experience.
August 14, 2014
Rated 5 out of 5 by Pinky2287 too short but perfect in every way
After some unexpected changes at work my planned trip was shortened by more than half. Arrived and was greeted by Allision, Caroline and Roxan with beautiful smiles. Always wonderful to return to my second home, 9th visit and counting.
Everyone was warm and welcoming, everywhere I turned.
As usual, breakfasts were fantastic, had a chance to use the gym, I promised myself the equipment would not challenge me and I won this time. Over came the issue of "how to start it" and enjoyed a super work out in the new exercise gear and shoes I bought while there.
Very hard to say good night, but I will be back, in October and have booked next year as well. Sorry to those I missed catching up with.
Thank you for everything.
xo till I return
May 28, 2014