Best Western Plus Palo Alto Inn & Suites

Recent Reviews: 267

• User:nontexan

  Trip type: Couples

  They Hotel Well!

  27 Nov 2025

  Great visit. Competent, professional staff kept the place clean and everything was in good working order. Breakfast was great; good variety. One of our better hotel stays. I'd stay here again if in the area. I recommend this place. Hotel Manager, Other at Best Western Plus Palo Alto Inn & Suites, responded to this review Dear Guest,We are grateful for your thoughtful review and delighted that you enjoyed the clean environment, professional team, and the variety offered at breakfast. It is wonderful to know your stay was among your better experiences and that you would return.To continue improving, we will keep focusing on enhancing small service details to ensure every future visit feels even more comfortable and smooth.Sincerely, Hotel Manager

  Read more

• User:70PONT350

  Trip type: Family

  Photocopying and Filing Guest’s IDs?

  03 Sept 2025

  First, if you are uncomfortable with a property photocopying and filing a copy of your ID, please choose a different property. I found this property’s practice of photocopying guest’s IDs unheard of and unnecessary. I travel frequently and every reputable hotel brand and property simply asks for your ID to confirm your identity matches your reservation, but this property goes an extra step and photocopies and files your ID. And to be clear, I recently returned from an 8 night road trip out west and every single hotel brand and property (including a Best Western) simply asked for and confirmed my ID and immediately handed my ID back to me without photocopying it.Now to my stay. The room (#417) was comfortable but the bathroom had an obvious mold and mildew problem on the walls and ceiling. The mold and mildew were clearly visible so the problem has obviously been ignored by the cleaning staff. In addition, there was a dirty towel and pair of socks in the bathroom left over from a previous stay.The breakfast was okay. The mini waffles were good, but the breakfast potatoes were bland and mushy. The coffee was decent, but the OJ was labeled 100% juice but was simply sugary orange drink. Lastly, the guest elevator opened into the housekeeping laundry room on the first floor forcing guests to exit through the laundry room. Makes you wonder if that’s a safety hazard.And back to my first point. I reached out to Best Western (BW) Customer Service to report this property’s practice of photocopying and filing guest’s IDs and to request an explanation about this practice. In response, I received the usual corporate mumble-jumble word salad, “we understand your concerns and the importance of protecting our guests privacy. Below is a link of our policies.” Yet, the referenced policy does not address the photocopying, filing, and securing of guest’s IDs. So thanks, but no thanks, BW. I definitely won’t stay at this BW property again and may reconsider future BW stays elsewhere if this is BW’s practice. Hotel Manager, Other at Best Western Plus Palo Alto Inn & Suites, responded to this review Dear Guest,Thank you for taking the time to share such detailed feedback. We are very sorry to hear about your concerns with identification practices, cleanliness, and overall comfort during your stay. Your comments are valuable and will be reviewed with our team to improve both service and standards. We truly regret your disappointment and appreciate your perspective.Sincerely, Hotel Manager

  Read more

• User:Kristine L

  Trip type: Family

  Awful

  17 Jul 2025

  Hotel StayWhen we arrived our room was suppose to be on the 4th floor, however the elevator was out of service. Isaiah who was working the desk said there were no 1st floor rooms so we had to had to go to 2nd floor which would have been fine however I requested specifically a first floor room as my husband has MS and uses a mobility scooter to get around. We had no choice but the leave the scooter in the car and make the hike up to the 2nd floor. I asked if the elevator would be fixed the following day and it was still down 3 days later when we left. When we went down for breakfast the following morning the gentleman behind the counter asked what floor we were on, we told him. He said he was going to "block off" a first floor room for us when we got back later that day the room had been given away. Isaiah felt awful and had asked a guest who had just arrived a few minutes prior to move to the 2nd floor. The guest so graciously complied. Next thing we know we are in a different room on the 1st floor that had been used and not cleaned. The Ice machine on 2nd floor was out of order, soda machines were all out of order, and had to walk up to 3rd floor for iceHad to ask for clean towels, used towels on floor in bathroom, also needed to an ask for new pillowcases as the pillows had been slept on. 2nd floor room was nice and big and handicap accessible, this room was much smaller with no couch. Not one time did our room get cleaned even though we put the clean sign on the handle. We never saw a single room being cleaned. Very disappointed with this stay Hotel Manager, Other at Best Western Plus Palo Alto Inn & Suites, responded to this review Dear Guest,Thank you for your honest feedback. We truly regret the inconveniences you faced during your stay. Your experience does not reflect the standards we aim to uphold. We appreciate your patience and will work hard to ensure improvements are made for all future guests needing accessible and comfortable accommodations.Sincerely,Hotel Manager

  Read more

• User:Deida A

  Trip type: Couples

  Rude front staff

  12 Apr 2025

  We have been staying at this hotel for about 4 years now we travel to San Antonio at least once a month. Everyone is nice hotel is clean but there's a gentleman in the front that has it out for us..I've had some problems with him and talked to a manager about his actions..One weekend we stayed here Friday through Sunday but decided to stay another day and thought this should be easy u know let me call the hotel and just pay for ome night and stay there nope didn't happnd cause this young man Aaron said they didn't have any room and suggested we go down the street to the "sister" hotel I was in disbelief like how could he treat us like this we ALWAYS stay here so we left found another hotel..fast forward to this weekend I made reservations on line and Friday when we arrived I called them and asked if I could get 1st floor or second cause I just had surgery and he told me they only had 4th floor so I just told him ok we are on our way and he told me rooms are not ready till 3 I told him it's 230 we will be there after 3 so I get there and he was no longer there and guess what there's rooms on 2nd floor...He's very rude and hateful.. Hotel Manager, Other at Best Western Plus Palo Alto Inn & Suites, responded to this review Dear Guest,Thank you for your continued loyalty over the past four years. We’re truly sorry to hear about your recent experiences and the interaction you described. This is not the level of service we strive for, especially for our returning guests. Your concerns will be addressed with our team immediately.Sincerely, Hotel Manager

  Read more

• User:Happytrip-1977

  Trip type: Family

  When is Best Western going to listen

  25 Feb 2025

  If you're looking for a good Ada room don't go here bed height is to high for a Ada room and this room had not been cleaned thoroughly spoke to manager and he complained about us complaining he was very argumentative the staff was so so the ones in the breakfast room was more interested in talking with co workers then to clean tables as guest when they leave but that didn't surprise me because of how the manager was Hotel Manager, Other at Best Western Plus Palo Alto Inn & Suites, responded to this review Dear Guest,Thank you for staying with us and also for sharing your valuable feedback. We are truly sorry about your unhappy experience with us, and we have already initiated appropriate actions for improvements to your feedback. Looking forward to welcoming you back and we are confident that you will see a better version of us then. Sincerely, Hotel Manager

  Read more