AC Hotel by Marriott Palo Alto

I haven’t even checked in, and this is already one of the worst customer service experiences I’ve had. There’s no real communication between the hotel’s reservation team and third-party sites like Expedia or Booking.com, and getting help has been nearly impossible. The front desk seems to have little authority or access to sort things out, and I haven’t been able to find a manager to handle the issue or follow up. Nobody takes responsibility for the reservation problems. It all feels disorganized, and I’m seriously thinking about canceling our group booking. I wouldn’t recommend booking here, especially through a third-party site.

The staff made me feel welcome from the valet through the front desk. Everyone I dealt with was kind and efficient. My suite was modern, spacious, and clean, with a huge balcony. The view was just the street below, but having that outdoor space was a real treat, and I relaxed out there every evening. I was in town for a work conference, and getting there by Uber was quick. After meetings, the bar was a great place to unwind. The bartender was especially friendly and generous with the wine pours, and the atmosphere felt relaxed but upscale.

We came for the Super Bowl and stayed a few extra days. The location was handy for getting to the game, the rooms were roomy, and the service was excellent. Valet was spot on. I’d stay here again.

The staff were the best part of a pretty rough stay. The three main people I dealt with were all kind and tried to improve things, and I was pleased after speaking with the manager. She made me believe she’d put things right, so I changed my rating because of them. I first had to move out of room 264 because the perfume smell was so strong it made my eyes water. Room 333 smelled strongly too, and an air purifier took two days to clear it. At checkout I found they’d charged the wrong card. When I asked them to use the right one, they said company credit card authorization was required by policy. As a Bonvoy member, I’m disappointed. Marriott will have to work hard to restore my faith in its brands.