We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Poor Service”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 8 more sites!
The Westin Palo Alto
Ranked #8 of 27 Hotels in Palo Alto
Certificate of Excellence
Davis, California
Level 5 Contributor
47 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 80 helpful votes
“Poor Service”
Reviewed September 16, 2012 via mobile

We stayed here one night after attending a Stanford football game. The room was nice and the price was good. The service was lacking. The staff were pleasant enough. But considering the hotel was packed, they were understaffed and everything was slow:

--Front desk reception was slow.
--Service in the bar after the game was slow.

And two pet peeves about the service:
(1) Our room was not ready at the check-in time of 3:00 p.m. Hotels want to ding us if we don't check out on the dot, and they should be equally accountable if we are cheated of any of the time we paid for. There should be a discount on the room or a voucher for the restaurant or something. It really borders on fraud when a business doesn't deliver what the customer paid for.
(2) The housekeeper busted in on us at 9:30 when we were checking out at 11:00. Yes, we could have put the privacy hanger on the door, but it doesn't seem that hard to keep track of who's checking out and then leave the room alone until checkout time (or until the front desk notifies them that the customer has checked out). ALSO: The alarm clock went off and woke us up at an ungodly hour on a Sunday. The housekeepers should be trained to check this when preparing rooms for a new guest and disable the alarm. Also, idiot hotel guests who do this to the next customer (and this is NOT the first time this has happened to me) should be banned for life.

Stayed September 2012, traveled as a couple
Helpful?
1 Thank leftydana
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
westinpaloaltoGM, General Manager at The Westin Palo Alto, responded to this review, October 18, 2012
Dear leftydana,
Thank you for reaching out via Trip Advisor, I am very sorry to hear of your experience. What you experienced is inexcusable and very unusual for our property. So that I may make amends, please reach out to me directly at tfleming@pahotel.com. I look forward to hearing from you.

Warmest Regards,
Tanya Fleming
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

652 reviews from our community

Traveler rating
    321
    204
    85
    27
    15
See reviews for
130
105
62
272
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (113)
Date | Rating
  • Danish first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Portuguese first
  • Spanish first
  • Any
English first
Redding, California
Level 2 Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed September 15, 2012

Everyone was very friendly and helpful. Great location to downtown and Stanford Campus and Stanford Hospital. Heard train noise early am. I think the price is a little high for what you get. They were very accommodating they had exercise clothes and sneakers to use for a small fee of $5.

  • Stayed September 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank srklouis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
westinpaloaltoGM, General Manager at The Westin Palo Alto, responded to this review, October 18, 2012
Dear srklouis,
Thank you for staying with us and for your review on Trip Advisor. I am pleased that you enjoyed our staff, wonderful location and New Balance Gear Lending Program. It was rolled out this year and many of our guests do love not having to lug their workout gear when traveling. I understand that rates in the Palo Alto area are higher than most people are accustomed to paying, please note that our rates are typically much lower during many weekends of the year and generally November through February. We look forward to hopefully welcoming you again soon.
Warmest Regards,
Tanya Fleming
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bloomington IL
Level 6 Contributor
152 reviews
120 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
Reviewed September 13, 2012

When it comes to location in Palo Alto it doesn't get any better than the Westin and the Sheraton next door. They are adjacent to downtown and across the street from the Stanford campus. The entrance to the Westin is a bit difficult from the north. You have to drive past and make a U-turn and the entrance is fairly hidden. It is oddly situated on a deep lot with very little frontage on El Camino Real. The hotel is essentially four connected buildings. If you are in the back building like we were, it can be a very long walk to your room.
The rooms are pretty standard for Westin. They are nice, roomy, comfortable and quiet. They are well-designed for business travelers yet good for leisure travelers. Because of the building design the common spaces are a little odd. The pool is in a very tight courtyard and can get crowded quickly. Staff is friendly and well-trained. It is pricy, but everything in this area is pricy.

Room Tip: Try to get a room near the front of the hotel. It is a loooooong walk to the back rooms.
See more room tips
  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank nrstycz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dubai, Dubai, United Arab Emirates
Level 5 Contributor
39 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed September 13, 2012

Stayed at the Westin during a business trip to Stanford University. Rooms are clean and well maintained. Water pressure in the shower seemed a little lower than most countries I've been in. Clean, crisp bedlinen. Reliable and fast internet connection. Definitely on the pricey side

The breakfast buffet is decent, though Wifi connectivity in the dining area is not the same as the one in the room - you need a separate wifi login/password to access Westin_Conference and Westin_Lobby. Decent spread at breakfast - USD19 gets you pastries, salmon, cream cheese, scrambled eggs, french toast, omelette, pancakes, waffles, coffee/tea, OJ, etc

One upside to the Westin is that it is a quick 5 minute walk from the Caltran train station, which is also where the free Stanford shuttle bus starts/stops

  • Stayed September 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank KennethW143
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
melbourne
Level 5 Contributor
91 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 88 helpful votes
Reviewed September 9, 2012 via mobile

Great location, easy walk to all that Palo Alto has to offer - University Ave, Stanford University, Stanford shopping centre and the restaurants, cafes and stores at Town & Country shopping centre. The hotel itself is a sprawling, maze like faux Tuscan mess, tired and dated, the public areas small, the pool tiny (helped a little by access rights to the much nicer Sheraton pool next door). The rooms are a reasonable size but drab and old. Bears just about no resemblance to any of the many other Westins I have stayed in elsewhere around the world. If this is the best there is in the area, there's a great opportunity for someone to offer something better....

  • Stayed August 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank langkawi-lisa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palo Alto, California
Level 2 Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed September 4, 2012

This hotel is great. Granted, it is a little pricey, but it is clearly the best choice in the Starwood network anywhere in the penninsula area, and probably the best hotel in the palo alto area (rosewood excluded...)

Rooms are nice, renovated. Building is well kept. Service is spotless.

Parking is relatively expensive. Pool is small and pretty much useless.

If you're coming in for work and can find a decent deal on this, it's a no brainer.

  • Stayed June 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Michael P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Red Deer, Canada
Level 4 Contributor
30 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed August 30, 2012

Stayed one night at the Westin in Palo Alto. Hotel was very nice, clean and had an incredibly comfortable bed. Disliked the layout of the hotel though..we had to walk at least ten minutes through the hotel to get to our suite and were offered no help with the trolly.
The only reason I didn't rate the hotel as excellent was because someone pulled the fire alarm at 2am causing complete chaos for at least half an hour. The hotel staff didn't seem to be in control of the confused crowd and while I know it wasn't the hotel's fault, it was still very annoying.

  • Stayed August 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Brittany G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
Also consider these accommodations in or near Palo Alto
0.2 mi away
The Epiphany, a Joie de Vivre Hotel
0.1 mi away
Sheraton Palo Alto Hotel
Sheraton Palo Alto Hotel
#15 of 27 in Palo Alto
737 reviews
0.5 mi away
Garden Court Hotel
Garden Court Hotel
#4 of 27 in Palo Alto
393 reviews
Show Prices
Show Prices
Show Prices
3.3 mi away
Dinah's Garden Hotel
Dinah's Garden Hotel
#2 of 27 in Palo Alto
946 reviews
0.7 mi away
Stanford Park Hotel
Stanford Park Hotel
#1 of 10 in Menlo Park
874 reviews
2.2 mi away
Creekside Inn
Creekside Inn
#6 of 27 in Palo Alto
637 reviews
Show Prices
Show Prices
Show Prices

Been to The Westin Palo Alto? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about The Westin Palo Alto

Property: The Westin Palo Alto
Address: 675 El Camino Real, Palo Alto, CA 94301-2301
Location: United States > California > Palo Alto
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#3 Luxury Hotel in Palo Alto
#4 Business Hotel in Palo Alto
#4 Romantic Hotel in Palo Alto
#7 Family Hotel in Palo Alto
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — The Westin Palo Alto 4*
Number of rooms: 184
Official Description (provided by the hotel):
Experience California at The Westin Palo Alto hotel, adjacent to Stanford University, and within walking distance of some of the best restaurants, shops, and nightlife. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, Travelocity, Hotels.com, Priceline, Orbitz, Hotwire, TripOnline SA, Cancelon and getaroom.com so you can book your The Westin Palo Alto reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
The Westin Palo Alto Hotel Palo Alto
Westin Palo Alto
Palo Alto Westin

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing