The Westin Palo Alto

Jenny at the front desk was amazing and so helpful. The room was huge and beautifully decorated, and the place made us feel welcome and spoiled. We had special toiletries, a lush, comfortable bed, and free ice-cold bottled water or cucumber water in the lobby. A wonderful stay at a beautiful hotel, and the best place I’ve stayed in a long time.

The hotel layout is confusing, almost like a maze. It’s not a dealbreaker by itself, but something to keep in mind. They offer reusable water bottles, though they’re still plastic, while also handing out bottled water at the front, which makes the environmental effort feel inconsistent. That was the one positive I noticed. I booked and paid for a full week and let the hotel know ahead of time I’d arrive late, but when I got there they said they’d given away my room and were fully booked. The service and attitude were subpar. They eventually found a solution, though I’m fairly sure that was because of my Ambassador status. Otherwise, I might have been left without a room. I only stayed because my usual hotel, Nia, was full, and I regret it. This was my second stay, and it was worse than the first. I also failed to check the invoice at checkout. They’d added inaccurate charges, and getting hold of anyone to sort them out has been nearly impossible. Extremely unprofessional. Overall, a deeply disappointing stay, not worth the hassle, and I won’t return.

We loved our five-night stay. The room was clean and beautiful, with lovely details that made it feel special, and the staff everywhere were so friendly. JOSE MANCIA personally cooked me the best fried eggs, while JENNY, DIEGO, ROBERT, and ADRIANA ARIAS kept my room clean. The whole team helped make our vacation a success. Thanks for all your help, we’ll be back very soon!

I booked through Concur and cancelled within the free cancellation period, before 6pm that day, but the hotel still charged me. When I called, they said they couldn’t see the cancellation in their system. After several rounds of contact with Concur / CWT, the hotel finally acknowledged it and said they had “refunded” the charge, which should post within 3-5 business days. More than two weeks later, there’s still no refund. Dealing with anything here has been painful. Avoid it if you don’t want a scamming experience.