Four Seasons Hotel Silicon Valley at East Palo Alto

The pool was a real treat for the kids. Even with clouds around, the heated outdoor water stayed warm enough for them to play for hours, and the deck had fresh towels, a bar, and a waiter bringing drinks. We also used the gym and the spa sauna. Our deluxe two-bed room was spacious, with a nicely sized bathroom, and the whole summer stay at the Four Seasons felt relaxing. We were well looked after.

The construction is what ended our stay. They were rushing to renovate suites before the Super Bowl, so there was hammering through the day and I couldn't nap. We asked to switch rooms and expected to move the next morning, but at 7:30 we were jolted awake by work on a new restaurant out front. It sounded like the room might cave in, so we checked out and went to the Rosewood. The location was very good and the service was pretty good, but nearly everything else felt awful. The place was dark and depressing, and nowhere near what I expect from Four Seasons. The decor and original furnishings looked cheap, with veneer plywood counters and furniture and no closet space. Even if the furnishings had been new, they still would have felt like a Motel 6 or another low rent place. The layout made me think Four Seasons bought a shabby business hotel focused on meeting rooms and never really updated it.

From the concierge and front desk to the bartenders and waiters, everyone was so attentive. I felt treated like royalty throughout, spa included. The concierge was patient and accommodating with all my questions and requests. The whole hotel was spotless, and I'll definitely return next year for the Apres Village experience. :-)

The bill was the worst part of a stay that already had too many problems. At checkout they charged thousands more than the rate they'd confirmed. We caught it and told them, but more than five days passed before they got back to us. They never showed the math, kept dodging responsibility, and didn't seem to take proper care with the issue. Days later the refund calculation was still unclear, undocumented, and unresolved. Hotel manager Wisit Noonkleang in particular came across as unapologetic, and staff generally seemed unconcerned about such a serious overcharge. The error was entirely theirs. I've been a loyal Four Seasons guest around the world for over 12 years, and this was my most disappointing experience. I can't recommend it: it was overpriced, noisy, and the service and accountability were poor. We stayed several nights in three different rooms, with recurring problems and weak, incomplete resolutions. Before arrival I repeatedly asked for a quiet room and got email confirmation, but that never happened. After a lot of street noise they moved me. During the move, several things, including face wash, went missing, while other belongings were left in the refrigerator or bathroom. The missing items were never recovered. My father also got locked out of his spa locker and couldn't retrieve his things until the next day.