The Westin Palo Alto

Was hot and fresh decaf coffee. Dinner was next door and very tasty

It was raining and our room was right next to a very long and loud dripping drain pipe. It dropped into a sloped extension to the patio.

It was clean, nice room and bathroom, conveniently located

NA

Unhelpful staff, elevator out of order, trash left out overnight, housekeeping unreliable. WiFi terrible. Parking garage is difficult to navigate. I regretted staying here and was surprised to see this quality in a Marriott/Westinproperty.

We stayed here for an event at Stanford and shopping. It is convenient to both and I’m sure it’s very profitable. But it is not a proper Westin; it’s over rated and should either be rebranded or upgraded. The lobby is cold and loud, but the worst part is the bar and restaurant. A Westin needs a bar with atmosphere, comfort and class. And the supposed “restaurant “ is nothing of the sort…food is carried across the parking lot from the Sheraton nextdoor and served in a room adjacent to the bar that looks like a junior high cafeteria. Guests in rooms that open onto the courtyard, as ours did, are kept up at light with the music playing at the pool. C’mon Marriott, step it up.

My stay at The Westin Palo Alto was quite comfortable. The staff were exceptionally friendly and helpful, creating a welcoming atmosphere throughout my visit. However, the elevator could use some maintenance, as there was a slight jolt just before it started moving upward (right after the doors were about to close) and again after stopping, just before the doors opened. Overall, it was a pleasant and comfortable stay.

Subject: Extremely Disappointing Experience – Urgent Feedback Dear [Hotel Management / Customer Service Team], I am writing to express my extreme disappointment with the unacceptable experience I had during my recent stay at your property. It was genuinely one of the worst experiences I have ever had at a hotel — and I travel frequently around the world. Upon arrival, I was asked to provide a $200 incidental deposit. I did not have cash on hand, and my card was rejected — not due to my bank or account, but due to your payment system. This is not the first time this has happened; I had the exact same issue last year at the same property. After checking in and going out for an event at Stanford, I returned late around 11 PM, exhausted and jet-lagged, only to find that my room key no longer worked. When I went to the front desk, I was shocked to learn that they had canceled my key simply because I had not yet provided the $200 in cash. I explained clearly that I was staying for three nights and would settle the amount the next morning. Instead of showing basic courtesy or understanding, the staff brought a manager who was unbelievably rude and condescending. His attitude was appalling — his only concern was the money. The way he spoke was completely unprofessional and disrespectful. It is disgraceful that a supposedly reputable hotel would treat guests in such a demeaning manner over $200, especially when I had already paid for my stay. I left the property the next day and chose to stay elsewhere in Washington, D.C., at the Fairmont, where professionalism and respect still mean something. The entire experience left me disgusted. The lack of empathy, flexibility, and basic hospitality from your staff is unacceptable. I will never stay at your hotel again, and I will make sure to share my experience widely so others are aware of the level of service they can expect.