Better than what I expected
16/01/2017 tgirl132002, Charlotte, North Carolina
I was very hesitant on booking this hotel. I've never stayed at a BW before and the ones I've seen don't look kept up. We needed a place to stay that was near Lackland AFB and it had to have two bed... more
I was very hesitant on booking this hotel. I've never stayed at a BW before and the ones I've seen don't look kept up. We needed a place to stay that was near Lackland AFB and it had to have two beds and a couch. Every other place that was nearby that I checked that met that criteria was already booked. Up until the day before we arrived I thought about switching rooms, even in other nearby cities, just because I was hesitant of the BW brand.
Overall, the value was great. Most of the staff was friendly. Upon check in, the front desk clerk was extremely helpful and gave us some pointers about the AFB and the city itself, which was greatly appreciated. Only complaint I had about staff was that we needed more towels as there weren't enough for the people we reserved for and the gentlemen asked me my room number when I went to the desk to ask for two towels. Once I told him, he walked off for a second, then came back and asked my room number. Then he looked over a list of some sort and then went to get the towels. I thought that was odd.
Breakfast was ok. Less variety than any other place I've stayed at but my the others in my group said the food was ok. I'm a vegetarian so my options were limited. I usually had either an Apple, orange or hashbrowns to hold me over until I could stop somewhere to get a meal.
There is an indoor pool and jacuzzi. I was a little concerned that the storage closet for the pool was left opened each time we were there. There's also a little sitting area outside, adjacent to the indoor pool. There's also a small work out room. Ice and sofa vending machines were located throughout the hotel.
The room itself was spacious. Wall mounted flat screen tv, microwave, mini fridge, desk, and chairs. The beds were very comfortable. I usually sleep on the couch on vacation as it's hard to find a comfortable bed but this bed,by far, was actually one of the most comfortable, or either I was just extremely tired from all the events. However, the couch was worn down and needs to be replaced.
The location is convenient. Right off the highway and about 15 minutes from the AFB. There's a gas station/convenient store as well as a Jack-in-the Box that is 24 hours, pretty much in the same parking lot as the hotel. There are other fast food places right across the highway (Whataburger, Sonic, Subway and either Domino's or Little Ceasara, I can't recall which pizza place) and a Walmart only minutes away.
Overall, it was an ok stay for a no frills hotel. less
Rick B, General Manager at BEST WESTERN PLUS Palo Alto Inn & Suites, responded to this review
Firstly I would like to thank you for taking the time to review your recent stay at the Best Western plus Palo Alto. It is only through feedback such as yours that we are able to maintain and indeed, where necessary, improve upon the service that we provide to our valued guests.
I was very disappointed to read of your experience during your stay with us. Whilst an apology will regrettably not alter the outcome of your experience on this occasion, I do extend it with all sincerity. I certainly empathize regarding the points you mention in your review especially the poor service you received as a result. This level of service is certainly not acceptable and will be addressed with the concerned parties.
Again, please accept my apology, and I hope that this hasn’t put you off a return stay with us again.