Rated 1 out of 5 by BusinessTraveller Shocked!
I never thought of Westin being the type of hotel where you'd have to carry your own toilet paper and towels, and yet that's exactly what I'll have to do if I'm forced to stay at this venue again. The paper towels and towels were rough as sandpaper! The bedsheets weren't great either -- seemed like low quality merchandise overall. I was shocked!
The room layout was weird -- I tried my best to not be in my room as much as possible. I've been to other Westins before and never had such a horrible experience. And that was when I didn't even have an SPG status. Maybe now that they have me in, I don't get the good rooms anymore?
April 22, 2013
Rated 5 out of 5 by FrequentPaloAltoVisitor Great Hotel and Location
I have been visiting Palo Alto for decades - primarily to see family and friends, but also on business. However, this was my first stay at the Westin Palo Alto. I chose this hotel because it is within walking distance of the many places I had to be during my short overnight visit to Palo Alto. What a wonderful hotel! The location is great. Everyone I met who works at the hotel was extremely nice, helpful, and professional. The hotel is incredibly clean. This hotel is my new place to stay when staying at a hotel in Palo Alto. I am recommending it to my friends and family and everyone else visiting Palo Alto.
July 31, 2012
Rated 5 out of 5 by Peter1963 Favorite hotel
I've stayed at a lot of hotels over the past 40 years of my professional career, but have come to enjoy the Westin Palo Alto as my favorite.
January 20, 2014
Rated 4 out of 5 by EpicMac It's supposed to be about the details
A typically beautiful W property, I was sorely dissapointed with the finer details. I had to call the front desk several times to get a coffee maker, and several more times for a new TV remote. Finally, for the remote issue, I was forced to go the desk myself because no action was taken for over an hour during which time I made 3 calls. No apology from the front desk, just a 'here you go'... Thanks? Food and drink was top notch, but again, the pool/spa area was unkept and arranged such that it allowed guests sitting on the patio to look directly down into the hot tub. Awkward from both perspectives. I became a member of this hotel group specifically because I felt they typically excel in these areas, leading to my dissapointment this visit.
June 24, 2012
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 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 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 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 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 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 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 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 Tree21 Always a Pleasure
We always enjoy our stays at the Westin Palo Alto! Great location to stay and finish my Christmas shopping. Will be back soon!
December 24, 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 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 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 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 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 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 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 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 4 out of 5 by KateAHolmes Robena - awesome employee
I checked in at the Westin last week and had a panic attack when I couldn't find my wallet. Robena at the front desk was helpful and kind in contacting the taxi company that dropped me off, and we found the wallet in no time. I'm incredibly grateful to her for her professionalism and calm.
November 18, 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 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 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 jess3 fine stay
front desk and greeting staff are all so friendly and efficient. We stay there fairly often, and really appreciate the great service.
November 17, 2013
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 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