Hotéis SureStay Plus Hotel by Best Western em Palo Alto

First off, I'd like to give a shout-out to the night shift front desk person Tony. He was very courteous and thoughtful in helping me on my arrival day (12 midnight) and assisted with all my needs. Thank you Tony for your efforts! For the hotel in general, it seems the place is understaffed but I believe that is how other hotels operate nowadays post COVID. The location is great and is right in the middle of where I want to be north and south of Bay Area. Many rental car locations nearby so I was able to get to one within 10 mins radius. For the room, I stayed in the king bedroom pool side with patio. The bed was very comfortable and clean. However, the downside was that the connecting room doors were paper thin, and the gap between the door and the floor was more than an inch high, so I could pretty much hear every word the person was saying in the other room. They need to fix that or else guests really don't have any privacy at all. I apologize to the couple in the room next to me because I was on a call at 3am in the morning and didn't realize I had woken them up until they started talking and I knew how bad the sound isolation was. After that, whether it was day or night time, I had to resort to whispering all my conversations because I knew people could hear me in the other rooms.

I found this hotel because the free parking is free. The space is quite large and the price/performance ratio is relatively high. It is an hour's drive from the city center. It is the smell of the room as soon as it enters, and the smell needs to be scattered.

A great stay at a great city. When you want to travel with your spouse, you don't want to spend too much time in searching instead you go with such a highly recognized brand like this and most of time you don't regret your pick.

Truly one of the best staycations we’ve ever had! Had a two-night stay for my son’s 6th birthday. Friendly and very attentive staff. Check-in experience was smooth and easy, and the first few employees we spoke to greeted our son a happy birthday. We booked a 2-queen bedroom, which was located on the first floor with a pool view. Walked in to the biggest surprise for my son, who received a sweet treat, birthday card, and decor in our room! His reaction was absolutely priceless. He had shared that the Westin Palo Alto was by far his favorite hotel after that. The beds were like clouds. Room and bathroom was clean. The birthday celebrant requested room service for dinner, so we ordered dinner twice through the online Bonvoy app. The employee who delivered our food on both nights was very friendly. He asked us if we were enjoying our stay, if we needed anything, and if our son enjoyed his birthday surprise! It’s like the whole staff knew about it, which made it quite special. Hotel food was delicious and portions were generous! They also offer a nightly turn down service with bedtime treats located in the lobby. Location is great as it’s walking distance from Town & Country Village, filled with shops and restaurants. I have nothing negative to say about this property. A huge shout out to Leslie and the amazing staff at Westin Palo Alto. Truly a great team. Per their hand-written message on our son’s birthday card, their goal was to make our special trip as memorable as possible. They did just that and more. Fantastic property. We’ll be back!

Pros: (For this part, this hotel deserved a 5-star review) 1. Rohan the front desk manager was nice. He made me feel welcome. He acknowledged the Hilton gold member status right away and offered the perks without me asking. He offered $ 10 breakfast credit or additional reward points.Which I picked the breakfast credit. He also gave us an upgrade to a bigger room and waived the parking fee. 2. The room is really clean and everything in great order. For example, the bathtub held the temperature of water for a long time and the shower drains fast. The bed is firm, which I like a lot. The thermostat, the refrigerator, the TV, etc all in great condition. The edges of the bathroom walls or around the bathtub also looked very clean. 3. The gym, the swimming pool, and the hot tub are all well maintained.4. The location is really good. Close to all the places we need to go. 5. The room does not have any strange smell. Cons: (For this part, one star out of five was removed) 1. Billing system: Used the Hilton app to checkout on my mobile phone. The pdf of the receipt never arrive in my email. So I went to the front desk to ask for a printout of the receipt. That was when I found out that all the perks (waive parking fee, breakfast credit, etc) promised at check-in for gold member status were not honored and my credit card was charged. The front desk manager could not find the credits in the system until I mentioned Rohan's name. Then the credits were finally applied and I got a new receipt. So it is always a great idea to make sure you review the receipt before leaving the hotel to avoid surprises like that. 2. $12.95 continental breakfast per person is steep, considering what you get. There are just some cut fruits, pastries, and bagels, and Quaker instant oatmeal in the cup. I was expecting some eggs, pancakes or hash browns for that price. I don't recommend it unless you need the convenience of eating breakfast in the hotel and you are given the $10 credits. 3. Instructions about the facility are lacking: I could not find the pool hours and breakfast hours on the hotel website or in the app. I did not see any posted signs about the hours, either. Had to ask the front desk for information. 4. The blackout curtain in the bedroom cannot totally be pulled to the center to cover the entire window. It left a big gap (about 4 feet wide). got woken up by the bright light early. 5.$15 parking fee.

This is the second time I stayed at this hotel. Basically I chose it because of the affordable price and the proximity to Stanford hospital. If you are wanting a hotel that is quiet, this is not the place. The rooms open to the outside and is situated off a very busy main thoroughfare. I must say, they have done an admirable job of updating the bathroom. You can still tell where the old and the new meet but still very nice. This is supposed to be a hotel with non-smoking rooms but as soon as I stepped into my room, 203, I was smacked in the face by the smell of rancid cigarette smoke that must’ve been absorbed into the carpet. Even though the bathroom had been updated, I can’t that the bedroom area has been with torn curtains, old furniture and a refrigerator that was so loud at times, I had to unplug it. And then there is the carpet. It wasn’t dirty but very smelly. This is where the confused part comes in. When I checked out the next morning, there was a couple behind the counter. I am assuming they may be the owners. I mentioned that the room smelled awful and that it may be from the carpet. It smelled of stale smoke. I wasn’t pissy about it. Just mentioning the facts. They asked which room it was. I told them and the man seemed to be writing it down. Then the woman says to me there is no carpet in that room. Huh? I told her there is. Then the man said no, there is no carpet in the room. I told them I just came from that room and there definitely is carpet in the room. They continued to argue with me. Seriously? Whatever. I just turned around and left. They do have a free breakfast but I didn’t want to stick around for it.

The location is next to Stanford. Breakfast is included, which is simple and nutritious. The lady at the front desk is very nice! It's just that the pre-authorization is very slow to be canceled and it takes 15 working days. It has not been canceled yet.

The hotel is close to Stanford university, the price is small, the parking lot is free, no breakfast, the service is very good, the surrounding is convenient, there is a big Sichuan dish at 300 meters, next to the gas station

The second time I stayed here, the environment is very beautiful, the room is very clean, I can enjoy the beautiful scenery every day, and the key is that it is very close to the customers. It is very suitable for business trips and a wonderful stay experience. Of course, the service is also very good, warm and helpful. American hotels generally don’t have slippers, toothbrushes, etc. You have to bring your own. The front desk is willing to provide it for free.