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“Did not meet the Four Seasons experience or service”

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Four Seasons Hotel Silicon Valley at East Palo Alto
Ranked #1 of 1 Hotels in East Palo Alto
Certificate of Excellence
Singapore, Singapore
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Did not meet the Four Seasons experience or service”
Reviewed December 5, 2013

I am not the type of person to write reviews or fill in comment cards but the experience at this hotel compelled me to action. I have stayed in other Four Seasons and other reputable hotels and have come to expect a certain level of service and experience. I had arrived 2 hours earlier that the 3pm check-in time. The hotel was notified beforehand that I was arriving early. I had just come from the airport and a 20 hour flight from Singapore. And to have to wait until past 3pm while patiently waiting in the lobby and have the front desk person just hand me the key and point down the hallway to the elevators is not my expectation from a highly regarded hotel. There's no doubt I was infuriated. Then, I get to the room and it's as if I was transported to a much lesser hotel. Stains and scratches on the furniture, with a view of roof which half blocked the window. When does a 5 star hotel not provide bottled water in the rooms? I eventually decided to cut my time at this hotel short and checked into the Ritz Carlton SF by the weekend.

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Pablo E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Four_Seasons_Hotel, Public Relations Manager at Four Seasons Hotel Silicon Valley at East Palo Alto, responded to this review, December 11, 2013
Please accept our sincere apologies for being unable to accommodate your need for an early check-in, especially after such a long journey. We can assure you that we have shared your candid feedback with our reception team, and emphasized the need to expedite rooms for guests traveling internationally, and at the very least to always offer the opportunity to refresh in The Spa.

We share your vision for room enhancements, and amenities and are in the process of updating our soft goods, and establishing a standard for water delivery during turndown.

We hope that you will have the opportunity to experience these touches, and a gracious welcome, during your next visit to Silicon Valley.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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586 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (93)
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New York
Level 2 Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed November 28, 2013 via mobile

Can't beat the location - off 101, halfway between SF and San Jose. Benefitting from the Internet boom, often sold out. Desk staff is disinterested & don't remember repeat visitors. Where's the "Welcome back"? Instead it's "We're very busy. No, you can't have a late checkout." And room prices seem to go up every week.

Best hotel WiFi ever. Valet parking fast and convenient. Gluten-free menu options.

Rooms getting tired. At these prices, time to renovate.

Stayed November 2013, traveled on business
Helpful?
Thank dcbandor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Four_Seasons_Hotel, Public Relations Manager at Four Seasons Hotel Silicon Valley at East Palo Alto, responded to this review, December 3, 2013
We were disheartened to hear that we did not deliver a memorable stay. Our Front Desk takes pride in providing personal recognition and were disappointed that they were unsuccessful in making a personal connection or providing a customized experience.

We were happy to hear that you enjoyed Quattro's gluten free menu, and that our wifi provided lightening speed access. We are in the process of coordinating a number of upgrades and enhancements to our guest rooms, and hope that you will have opportunity to enjoy these features during a future visit.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level 6 Contributor
608 reviews
70 hotel reviews
common_n_hotel_reviews_1bd8 474 helpful votes
Reviewed November 17, 2013

We have been leaving in Palo Alto for many years and like to come back from time to time. Up to now we were staying at The Sheraton. or the Westin or the garden court hotels but they were all fully booked, so we reserved at the four season in east Palo alto. It is the best by very far. It's convenient, clean, modern, well equipped. The service has been perfect from the reception to the valet parking, always ready to serve. Superb hotel. As of now we will always return to this one.

Room Tip: High floor for the view. Take a room on the other side of the building, far from the highway.
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  • Stayed October 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jmLondon845
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ashland, Oregon
Level 5 Contributor
61 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed November 8, 2013 via mobile

We have enjoyed many stays at various Four Seasons Hotels. This one was a disappointment. If you didn't see the name on the front you'd think you where in a Marriott or a Sherton. Rooms are average and its located in EPA really?
Restaurant and bar were nice and we received good service.

  • Stayed November 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Julie J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Four_Seasons_Hotel, Public Relations Manager at Four Seasons Hotel Silicon Valley at East Palo Alto, responded to this review, November 12, 2013
Thank you for being a loyal Four Seasons guest, and for your thoughtful comments regarding our restaurant, Quattro. We hope to see you again during a future visit to Silicon Valley and will strive to deliver the Four Seasons guest experience that you have come to appreciate.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Alton, Illinois, United States
Level 5 Contributor
79 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed November 5, 2013 via mobile

I've stayed here many times and have never been disappointed. The staff and facilities are first class as is the restaurant. My only issue - and I have this with all Four Seasons - is why they don't just include wifi.

Stayed November 2013, traveled on business
Helpful?
Thank Mark S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kitchener, Canada
Level 5 Contributor
64 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed November 3, 2013 via mobile

We were at the hotel recently during the Bridge School benefit concert. The hotel unfortunately is located in a business park and not within walking distance to any other shops or restaurants.

The hotel still seems very new and modern. Rooms are an adequate size with one of the most comfortable beds ever.

Service was good except for my last experience (more on that later). They treated you with lots of respect and aim to please. Having said that, the major competitor to Four Seasons would be The Ritz and I would rate the service at the Ritz higher.

A couple of pet peeves. They charge for WiFi in the rooms. Really? Why not just increase the price a bit and include WiFi? Parking was extra too.

Regarding my last service experience, we were in a situation where we at risk of missing our flight and the front desk attendant was not helpful in recognizing our urgency. Too bad this will the singular experience we will think about when we think about this hotel.

Stayed October 2013, traveled with friends
Helpful?
Thank CarNut123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richmond, Virginia
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed October 25, 2013

My first visit to a Four Seasons was wonderful. Because I was traveling alone and was not familiar with the area, I arranged for a car from the airport to the hotel. My online experience was easy. Staff were professional and helpful with all my questions and needs.i would recommend this hotel to anyone who wants a first class experience.

  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Margaret P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Four Seasons Hotel Silicon Valley at East Palo Alto

Property: Four Seasons Hotel Silicon Valley at East Palo Alto
Address: 2050 University Avenue, East Palo Alto, CA 94303
Phone Number:
Location: United States > California > East Palo Alto
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in East Palo Alto
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Four Seasons Hotel Silicon Valley at East Palo Alto 5*
Number of rooms: 200
Reservation Options:
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Also Known As:
4 Seasons Hotel Silicon Valley At East Palo Alto
Four Seasons East Palo Alto
East Palo Alto Four Seasons

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