Rated 4 out of 5 by HollyandTodd Staff Slow to Respond
When I travel, I love to stay at Westin properties because the quality of the rooms tend to be above average of other hotel properties especially when it comes to the bed. This property did not disappoint in this area. However, the rooms were not ready at the 3:00 pm check in time. Calling the front desk always required a call back from the staff. All staff were very polite but just slow to respond. When you are paying for a room, it should be ready at the check in time.
May 22, 2014
Rated 3 out of 5 by Sammy2014 Hotel misses opportunities
What if you asked us where in the hotel we would like to have our room? (Definitely not on the 4th floor all in the back, 466 and later 464). What if you took care of more closets to put our stuff? What if we were recognized staying in your hotel for so many nights last months? What if the beds were made up really well (with care)? What if your staff really enjoyed being hospital and kind, not just at the reception? You would get so much joy and so many smiles in return from your guests, looking for a home while being away from it!
May 4, 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 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 4 out of 5 by Babci Very comfortable
This hotel has all the basics well presented. I think for the price it is absurd to charge for parking and wi-fi
May 30, 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 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 5 out of 5 by m324 Enjoyed the pool
Always a fantastic stay. The staff is extremely friendly and very attentive. I had time on this trip to enjoy the pool. Very nice. Breakfast is always a must. Loved everything. Can't wait to go back again.
May 17, 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 3 out of 5 by Leland2014 Room Service Wasn't As Good as Expected
I arrived on Wednesday afternoon. It wasn't until Friday that I received clean towels and linen and that was after I made a request. I had left a card on my bed requesting room service as instructed. Apparently, no one bothers to check the rooms on a daily basis so what is the point in leaving the card on the bed? I also had to inquire about the hours of the hotel restaurant on the second floor.
April 29, 2014
Rated 4 out of 5 by MichaelG44 Great staff, nice hotel
I have stayed at the Palo Alto Westin each week for the last few weeks. The service is really top notch. The valet and front desk staff know me and remember me and make me feel welcome. Truly top notch service. My main complaint would be the gym - which has some cardio equipment, but very little weight lifting equipment.
April 25, 2014
Rated 2 out of 5 by Britta25 Staff isn't delivering up to expectations
The Westin PA has the usual Westin charme and comfort. What was disappointing was the staff. At checking I was told that wirh Platin SPG I'd get 2 continental breakfasts free of charge. Since we were staying with 3 ppl, one had to pay. We explained this at breakfast but still had to sign for 3 continental breakfasts. At checkout we explained again, that only one breakfast should be charged. Lots of nodding and 'I'll make sure of that'. But guess what showed up on the final folio. Not 'just' 3 (!!) continental breakfasts but also another $27 charge that noone understood.
So when I called the Westin later that eve, I was told to call back when Accounting was in. Great, noone can even take a message and/or make sure to follow up. Very disappointing overall.
July 15, 2013
Rated 5 out of 5 by PhilPDX Boutique Hotel Experience
Amidst the increasing hustle and bustle of Palo Alto, especially given the hotel's location right on El Camino Real, stepping into the Westin is like crossing the threshold into someone's villa. Small but inviting lobby, great customer service, and comfortable and spacious guest rooms.
The fitness room is well equipped, though some of the machines weren't functioning properly (unresponsive touch controls). Nice patio with a splash pool that was, unfortunately, too small to do any serious swimming.
Location is great: Five minute walk from the Palo Alto CalTrain station and downtown and, in the other direction, just a few minutes from Town and Country Village. Entrance to Stanford is across El Camino. Great place to stay if you're going to be without a car!
August 10, 2013
Rated 5 out of 5 by Pinky2287 Counting down to next visit
Very much needed a break and was not disappointed. From the very warm 'welcome back' to the 'nightie night'(never say good bye here).. it was what I needed. Rest, relaxation, re-energize. The room was beautiful. The heavenly bed, ever so. Each time I come down, I extend my stay by two nights. Have already booked my fall trip. Despite my best efforts (after losing weight), I gained 2 pounds with all the great food. There is not enough space to express my feelings on my stay, it was everything I needed and more. Thank you Tanya!
May 26, 2012
Rated 5 out of 5 by RomanC2014 Outstanding
Upon our arrival...we were greeted by Samantha and her smile. Greeted us by name and offered us an upgrade. Wow...beautiful room and view of the courtyard. Looking forward to a return visit. Thank you Westin!
April 20, 2014
Rated 4 out of 5 by havebusinesswilltravel Good stay, Great service.
We fly into San Francisco all the time, and drive to our office in San Jose. I generally try to stay in San Jose but booked late and there was nothing, so we picked up this hotel on a whim. I am happy to say that I was pleasantly surprised with this facility. I was a little worried pulling up as this hotel does not have the "curb appeal" of other Westins, but once inside it was fine. The staff was very nice, and very responsive. There was only one person ahead of us but they jumped behind a computer and helped us right away, this was before they even knew our status which was impressive. Once checked in we had a nice upgrade to a suite with an over sized jetted tub which the wife loved. Room service was very fast, but the food was just okay. All in all I would stay here again with no hesitation.
July 17, 2012
Rated 5 out of 5 by Cruiser Love this hotel and the staff
My husband is currently being treated at Stanford Medical Center. As such we need to travel to the area five days a week. We have stayed at the Westin Palo Alto a few times and it is a delight. It is a stressful time for us and the staff has been compassionate and wonderful, particularly Roxan. Our Gold Status has been recognized and we've been upgraded to a beautiful room that allowed my husband to rest wonderfully. We are so appreciative of our occasional "home away from home".
November 2, 2013
Rated 5 out of 5 by cherNallan First and always will be my hotel of choice
Out of all the hotels I have stayed at, this has been THE BEST!!! I was very impressed! The room that I stayed in was what they call the "traditional room." But, if that was just a traditional room, I'm curious to see what the upgrade to that is. My room was absolutely wonderful. I loved it. I will definitely stay here again when I visit the Palo Alto area, and even the general Bay Area.
Thank you, Westin Palo Alto for an absolutely lovely stay.
December 9, 2013
Rated 5 out of 5 by Jason44 Top Notch Service, Great Location
Excellent hotel, but most impressed with the staff. Special shout outs to Junius at the front desk for squeezing me into a room last minute and Marilyn at the lobby bar for being the most fun, out there bartender I've ever met ("You guys are the best...the BEST!") Also, easy walking distance to University Ave/downtown Palo Alto is a huge plus. Tons of restaurants, cafes and shopping within a 10 minute stroll. Will definitely stay again!
June 1, 2013
Rated 4 out of 5 by JaneVH Not quite up to the mark this time
We've stayed here every Thanksgiving weekend for the past 4 or 5 years. Always received great service and happy with the room. This year, for the first time, check-in was not so satisfactory. Told the associate we wanted self park, she programmed our room key for valet. Told her we wanted free internet, she gave us points. We'll be back, but next time will be quizzing front desk person to make sure they've doing what we ask.
December 1, 2013
Rated 5 out of 5 by Gwenn2012 Superlative
The attention to detail, friendliness and service at this hotel was fantastic. We stayed for 4 nights and my son had just had surgery. They could not have been more helpful. Robena at the front desk was incredible - from the valet staff to room service to the front desk it was without doubt one of the best hotel stays I have had. The rooms are extremely comfortable and the beds are better than my bed at home.
November 26, 2012
Rated 5 out of 5 by AndrewTO19 Had some room type issues - Junius resolved them immediately...
Had booked a specific type of room which was not correctly arranged when I arrived.
Junius cleared up the matter, got the right room and immediately addressed the situation.
Great service all around. Friendly staff. Will be back for sure.
March 9, 2014
Rated 2 out of 5 by Hollylaw Staff was awful
I came to westin as a seasoned SPG member. The front desk girl named Gloria had the personality of a dial tone. She had no smile and looked tired. I asked about any upgrades and she said there were none (as though I was annoying her). Life is too short . So I thought I was fine but she put us in a handicapped accessible room with no bathtub at #153, low floor farthest down the hall, Again, I can handle that, even though I like bath tubs. She made it clear I was using points out loud and did not offer the choice if free wifi or anything else for that matter . I had to fish it out if her. I travel frequently and I must say she should Is in the wrong business. my 17 year old son was Amazed at the lack if manners. The room was clean and property nice. The staff was unremarkable, rude and in desperate need of an attitude adjustment. I hated that I burned 12,000 points on that stay. Regret it !
September 2, 2013
Rated 5 out of 5 by mkelly This hotel is pet-friendly
This hotel was such a wonderful find for us and our 4-legged dog, Lucy. The hotel assigned us a first floor room which was connected to a private courtyard that was shared with a 3 other rooms. This worked so well for us and Lucy. Best part about this hotel is that they provided doggie bowls and bed and they do not charge a pet-fee!! First rate service for all of us! We can't wait to go back.
September 2, 2013
Rated 4 out of 5 by dankyone Great balcony suites, if you can get one
Booked a balcony suite at a high but fair price for a special occasion. Would do it again.
March 25, 2014
Rated 5 out of 5 by Pinky2287 perfect trip
It was visit #7 and after a long haul (October 10, 2012) it felt like I coming home. I could not have asked for a warmer welcome.
Some things change, but what did not change was the warmth and caring from everyone I reunited with.
Great to have enjoyed 11 out 12 days of perfect weather.
Coming back after day excursions to San Francisco was a pleasure.Counting days till I return.Thanks Tanya
June 2, 2013
Rated 4 out of 5 by AustinGirl Overall good, but lacking in some key areas
The bed is comfortable, the showers are great. Overall the hotel meets standards, but needs improvement in the following:
- Wifi - too expensive, and way too slow
- Television - too slow, not on time with the rest of the city
- Hotel layout is confusing because of the maze of hallways
Please adjust the amenities to meet the standards of the other areas in which the hotel excels.
September 24, 2012
Rated 5 out of 5 by LocalGuest Real nice facility
Nice rooms and food. Check in counter quite small - more of a pocket Westin with few meeting rooms and tiny pool yet actual rooms high quality and very nice. Real problem with local taxi service - first two clearly tried to take me for a ride - Keep your smart phone gps on and track the direction and route. Made the first guy take me back to hotel and had him eat the fare.
July 22, 2013