I was surprised to be writing this, considering how high the rating are for this hotel. To start off, our hotel room had hair in the pillows and sheets. When we asked for them to be changed, there was a blonde staff lady who gave an attitude about it, and in spanish, said 'I dunno what they expect, all hotels have hair' to her co-worker. I'm guessing she assumed I didn't know how to speak spanish. Anyway, this became a confrontation and she ended up leaving the other staff to re-make our bed without hairs. Anytime the blonde lady would see us after that, she would give us a dirty look.
Our room was a disability room, however, the shower was extremely moldy. There were black stains randomly on the walls, and on the shower head. I took a shower first, and the floor was so slippery, I slipped and fell. Had it been my mother who slipped, it would have been a massive lawsuit, because she is the one with a disability. That aside, there was also a big spider web in the corner of the room that was never cleaned up. I also asked for an extra blanket, but of course, it had a strangers hair on it. At that point, I gave up, and that was only day one.
On one of our last days, I was waiting in the lobby for my uber ride to the base. Sure enough, the blonde staff lady and a lady of the kitchen started arguing with a customer who just wanted to get food. The 'manager' who wasn't really a manager, stepped in but had poor customer service skills, and told the customer to lower her voice and to 'calm down'. This pissed off the customer even more, and it became a brawl. More customers got involved and it turned into a big fight in the cafeteria. It escalated almost all the way outside the lobby doors. I was almost hit, but thankfully my ride arrived in time and I told him to get me the hell out of there.
I wanted to speak to a manager about all this, but the day of the fight, the manager 'wasn't in and wouldn't be until 10am', so I wanted, but he ended up having to handle the issues from the fight, and was only in for an hour or two and never got back to me. I got a free night for the first incident with the hair, but only ten dollars off for the fight. To make matters interesting, we had been putting water and snacks on our hotel room tab (less than 5$), and on the last day, I just wanted a soda, and the receptionist suddenly tells me that it has to be over 5$ in order to put it on the hotel tab. I told her I haven't been this entire time, so why the change? She said it was the policy. So I guess they ended up losing money because their own staff doesn't care. I'm just extremely disappointed. It was unacceptable and inconsistent. Also, random construction happens after 10pm for some reason. Our door number was on a post-it on the door. I DO NOT RECOMMEND THIS HOTEL. less
bwpluspaloaltoinn, Hotel Manager at Best Western Plus Palo Alto Inn & Suites, responded to this review
Dear Valued Guest,
Greetings from the Best Western Plus Palo Alto Inn & Suites.
We are very much concerned with your feedback.
Our apologies for the bad experience.
Our endeavor is to offer a nice stay to all our guests but failed this time.
Actions shall be taken to improve everything on priority and you can have a good stay next time.
Hope you will reconsider.