Best Western Plus Riviera

Upon arrival for my checkin I was informed that they did not have a room for me, even though I had a reservation. They called me at roughly 4pm to simply tell me that I was out of luck and go elsewhere. I was already WALKING FROM DOWNTOWN PALO ALTO all the way there. The front desk staff told me to call around. I was offered no help. I wrote to management weeks later and I was told "sorry" we had an isssue with the room and it was not able to be available for you. You need to KNOW if they decide to cancel your reservation you are screwed. They will offer no compensation, no help, and won't give one rats care. They don't need your business. So suggest you go down the street to the beautiful Sheraton. You will be much happier and not have to worry about shady Hotel owners. This was in 2022...so if management replies stating New OWNERS and changes made, this review becomes moot. My guess is same owners and crappy service.

The breakfast is ok ( coherent with other BWPs ).

When you enter the room, you discover ear plugs ready for use on the bedside tables. When the night comes, you understand why: A TRAIN PASSES VERY NEARBY EVERY NIGHT WITH ALARM SIGNAL ON LOUDLELY. SOME MACHINES RUN ALL NIGHT LONG BESIDE THE ROOM. THE ROOMS ARE METERS AWAY FROM A VERY LOUDY AVENUE.

The beds were so uncomfortable, whenever we moved, you could hear and feel the springs in the mattress. You could also hear all the noise from the passing cars.

Liked breakfast, very friendly

The manager Tufuga Singh went above and beyond helping my family during our stay

The staff was friendly and the room was clean. Very cute area

I liked the location, parking facilities, good breakfast and it was quiet and not too busy.