Homewood Suites By Hilton Palo Alto

“Comfortable stay with a few hiccups”

This was our first visit to Homewood Suites by Hilton in Palo Alto, CA. My husband & I stayed for 5 nights in a 1 King Studio Suite room using 240,000 points. There were no added fees. CHECK-IN: Check-in was easy, & something I love about Hilton is the ability to choose our room via the app (#401… more

This was our first visit to Homewood Suites by Hilton in Palo Alto, CA. My husband & I stayed for 5 nights in a 1 King Studio Suite room using 240,000 points. There were no added fees. CHECK-IN: Check-in was easy, & something I love about Hilton is the ability to choose our room via the app (#401). • Amenities (we used): Hair dryer, a few hangers & plenty of hooks, a full kitchenette, one luggage rack & a spare blanket • Bath: Plenty of hot water & good pressure. I enjoyed soaking in the tub. • Bed: Average; medium firmness. • Cleanliness: Very clean • Cooling/heating: We had a problem with the thermostat but got it worked out. After that, the room stayed comfortable. • Decor: Fresh & modern. Perfect size for a longer stay. • Sound: Very quiet • TV: Two large TVs with streaming options • View: Residential area • WiFi: WiFi, T-Mobile & Mint Mobile all worked well CUSTOMER SERVICE: Average at best. We did run into one issue - the front desk rep advised deliveries could NOT be taken to our room & must be picked up in the lobby. We weren't feeling well, so we placed a Panera order. Our DoorDash driver did not follow our instructions & delivered our food to some random woman with a dog (who took it) instead of my husband. The front desk rep said she "did not see anything" & wasn't aware of a guest with a dog. This could be avoided by requiring deliveries be dropped off at the front desk, but obviously the hotel would not want to take on that responsibility. FOOD: Complimentary breakfast was very basic. Nothing to write home about. HOUSEKEEPING: Offered every other day. I did request someone stop by to drop off towels & empty trash on our second day, to which I received push back until I explained my medical reason for asking. LOCATION: Safe & a good home base for all of our planned activities. PARKING: Free (one of the reasons we chose this hotel!); however, they will soon begin charging $14(?)/day. In all fairness, the underground parking was well-maintained. Would I recommend/stay again? Yes, but I am disappointed they'll now begin charging parking fees.

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“Customer Service is Lacking”

The room itself was in very good condition, the breakfast was very good especially considering it was complimentary, and we enjoyed the complimentary happy hour (food) Monday-Thursday. When we checked in, we were impressed with the cleanliness of the room and hotel itself. Our issue is with the f… more

The room itself was in very good condition, the breakfast was very good especially considering it was complimentary, and we enjoyed the complimentary happy hour (food) Monday-Thursday. When we checked in, we were impressed with the cleanliness of the room and hotel itself. Our issue is with the front desk staff, the breakfast staff, and the happy hour staff. When we checked in, we were not greeted as a Diamond member. We requested housekeeping the following day, which we received. We had also requested housekeeping on Tuesday, and did NOT receive it. We stayed 6 days, and received housekeeping twice, and that is only because we requested it. There is a sign in the bathroom that says “housekeeping will be provided every other day.” During our 6 night stay, housekeeping was only provided twice, despite our request for other times, and the sign that says it will be provided every other day. The front desk staff never looked interested in doing their job. Every time I approached them, they were on their cell phones, and it appeared as if we were disturbing them. The breakfast staff seemed to be more interested in staying in the back area (kitchen) chatting than refilling the breakfast foods when low or empty. I had to ask for the granola to be refilled, another guests had to ask for the eggs to be refilled, and another had to ask if there were bagels available. This was reoccurring over the week stay. When I approached the woman cleaning the breakfast area, who did a great job, and asked if there was more of an item, she said “he’s supposed to be checking.” It wasn’t her job, and she made that clear. I asked for late checkout, and the front desk staff (a gentleman), said I needed to request it on checkout day. Checkout time is noon. When I texted the front desk on Sunday, late checkout was only extended 30 minutes, despite my being a diamond member. Guess this hotel doesn’t extend late checkout loyalty members. We were loading up the car to checkout, and our car was in the basement garage. It was after 12. When I went to the garage elevator, my room key no longer worked. The front desk clerk did not inform me I would need to have the key redone. I walked up the stairs and had it rekeyed, and there was no apology. The desk clerk (a young guy) acted as if I was inconveniencing him. The rekey still did not work (a second time), and his comment to me was, "you should have used the phone to call the front desk." I did not see a phone in the garage for guests to use! Monday night, my son (29) and I were at happy hour. He went to get a beer, and the employee said "I need to see your ID." My son showed her his ID, but she continued to be rude to him and did not say thank you or apologize. We encountered the rudeness throughout the week from the majority of the staff. This was shocking to us as I had read through the online reviews praising the customer service.

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“A warm welcome, but some negatives.”

The rooms are extremely clean, and the kitchenettes are great: full sized fridge, microwave, dishwasher, 2 burners. Free laundry, great breakfast, excellent location. It's very quiet here. Very lovely hotel. One problem: toilet handle stuck on open at 1:00 am, toilet overflowed, absolutely floo… more

The rooms are extremely clean, and the kitchenettes are great: full sized fridge, microwave, dishwasher, 2 burners. Free laundry, great breakfast, excellent location. It's very quiet here. Very lovely hotel. One problem: toilet handle stuck on open at 1:00 am, toilet overflowed, absolutely flooded bathroom. We mopped up the leakage with all available towels, soaking wet. Consulted front desk, was given plunger. Husband worked on the toilet for about 8 minutes, finally got it to stop overflowing. Front desk said they could not give us more clean towels because Housekeeping was locked! At about 8:00 am, my husband went down to Housekeeping and got some towels. Why should we be responsible for straightening out the toilet and getting clean towels?? By the way, we had not flushed anything other than a tissue down the towel when all this occurred, Also, our mattress was thin and lumpy, we could feel all the springs, and we slept very badly--if at all--after this episode. We expect better from this hotel. We will probably not stay here again. And I should add that we rarely--if ever-- make comments like this.

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