Google Visitor Experience — Attraction in Mountain View

It truly pains me to write this, but I had a rather disappointing experience with the Google Visitor Experience. I had high expectations—as I consider myself quite a fan of the company—but the reality fell far short. I came all the way from Spain, excited to see it, and I ended up feeling genuinely let down. I’m not writing this in search of any compensation or reply—just to point out that something is clearly being done wrong.

To begin with, the organization around parking was poor. Google Maps did take us to the Google headquarters, yes—but directly to 1501 Amphitheatre Parkway, where you can’t actually do anything. We had to follow “analog” signs to the free parking lot at 979 Alta Ave, which is significantly farther from the Visitor Experience itself. This setup makes little sense given the distance involved.

Once we parked, we were met with poorly attached QR codes on random poles. What kind of security is that? Hasn’t any engineer considered that no visitor with common sense would scan a sketchy-looking QR code without context?

The only staff available to help were some guys hanging around the parking lot, offering a shuttle service for a 10-minute walk. To me—and I’m no marketing expert—the Visitor Experience should begin right there, at the parking lot. There was zero brand impact, no sense of welcome; it all felt more like a dull walk than a curated experience for the public. And I’m pretty sure the shuttle didn’t offer anything special either.

On the way there, all we encountered were some Android statues—not marked on Google Maps and with no signage—and some Google bikes (which we later learned are for employees only).

When we arrived, we asked another staff member outside what we could do, and that’s when we found out we might have been able to park in Parking Lot C, which is much closer. So, someone thought it made sense to put the visitor parking 10 minutes away, without any marked or interactive path. Completely baffling.

The Gradient Canopy building is beautiful (as is the one on Alta), but the actual experience offered very little: a Google Store, a café, something called the Huddle, and a small popup shop.

We visited the Google Store first. It offered nothing we hadn’t already seen in the New York location, which I’ve also visited. Once again, no brand engagement, no incentives for visitors or Pixel users. The store felt underwhelming and overpriced. And also—excuse me? I’m someone who loves what you do, traveling all the way to your headquarters, and you can’t even give me a 5% discount? What are you waiting for—sending it to me by mail?

What I bought at the Google Store wasn’t even on display. I was looking for something similar to an "Airtag" but for Android devices, but to my surprise, it wasn’t even on display. The poor employee took it out of a drawer and, forcing myself a little, I bought it because I wanted to try it—but the guy didn’t really know how it worked. My conclusion: this technology is completely abandoned by Google, kept in a drawer.

As for the Huddle, I expected some kind of tech exhibition, product demos, company history, innovation or at least a giant pixel counter showing pixel sales or ... something. Instead, it was just a few talks, which honestly aren’t what a tech enthusiast or Googler would expect from a place like this.

I didn’t even enter the café—I was too frustrated at that point—and while I think the small business popup shop is a nice idea, it can hardly be considered the highlight of a “Visitor Experience.”

The gardens were well-maintained and pretty, though the outdoor art had little or nothing to do with technology I think or Google’s identity.

In summary, the experience was boring, disorganized, and disappointing. It doesn’t live up to what one would expect from one of the most influential companies in the world. There was zero brand attachment, and the entire visit felt like a missed opportunity. It’s a shame, because the potential is enormous.

I wouldn’t recommend it, especially if you’re going out of your way during your trip...

Parking is a bit difficult because it’s in a different building for most guests. You have to walk 10-15 minutes however it’s worth it. This building was built with very stringent regulations to make it a highly rated LEED certified building.

I was fortunate to get a tour with part of the architectural team. If you hear the story, you would understand how agonizingly detailed the project was, for example in making sure even the wires of the building were locally made. Every nut and bolt, every beam, everything had to be locally sourced, which made the cost of this project astronomical - but I believe that was the point?

The Google experience building purpose was to showcase the best of Google. The shape echoes the shoreline amphitheater nearby with external solar panel scales like a dragon. It is a sculpture in and of itself. They have some publicly accessible areas with a cafeteria, shop and public lecture space available for use if you are a nonprofit. There are often foreigners in group tours of this building. There are throngs inside the Google store which has small Google gadgets, merchandise.

How do you elevate large public spaces? If you look at the pictures, you can see. The colors, materials and texture of these spaces make it feel fresh but also repeats the Google multicolored motif in a muted grown-up manner. Watch out, if you work here you may just get used to it and expect all public spaces to be just as pristine.

The most amazing thing is that the cafeteria actually has delicious food, priced affordably, presented beautifully - even on a mass scale. Most intriguingly, the staff and service people seem quite happy and take pride in their work. Check out their events in the public multipurpose room. They have classes like, “How to Breath,” “Flower Arrangement,” “STEM camp for kids” etc. There is a rotating local artist gift shop.

If you are walking outside, look closely. You will see sculptures throughout this campus, a vegetable garden, notice the hexagonal path tiles have a drainage system underneath, see an extensive bike parking system and finally a large battery system for electric power with the building. Further away, they even had a pollinator habitat with (Google employed?) bees making local honey. 🍯 😊It’s enough to make you decide to take the Google job if you were a prospective candidate. Or live at Sunshine Gardens Apartments nearby and just visit...

My only reason for giving the Google visitor experience center three stars is because of the staff at the Google store. I'm not saying that it's because I'm a person of color but the employees in the Cafe treated me better than the Employees in the Google store. I was literally going to buy a souvenir because though I live in the Bay Area, I've never been to the Google store. Having Security in my presence every move I made, was very disconcerting. I wanted to buy a hat and a T-shirt, and maybe a magnet for my refrigerator. I got thrown off buy security watching me. It made me feel uncomfortable. So, I left the Merch area to look at the phones.

I have been a Google Fi customer since Beta. I've had Nexus phones and I have had Pixel phones up until the 4XL. I switched to the S20 because I broke my Pixel 4 XL. Then I went to the S22 Ultra when the Pixel 6 came out. I really like Google products and wanted to have a first hand experience in the Google store and Security and the Staff ruined the entire experience for me. Where I'm from there are very little tech nerds like me. I may not know how to code or anything like that, but I know what I like in my personal technology. I would like to have an experience like everyone else and not be treated like a criminal when I visit. There were 15 minutes left before closing and it just seemed to be a rushed and unfriendly environment for me. I may come back another day when I have time, but this was my first time here and I feel like my experience was ruined.

On a good note I ate at the Cafe and the staff there were wonderful. They treated me with respect, and really acted like there were happy, not only with their jobs but with the customers as well. The food was great, though a little expensive. Overall I still like Google, and I get that there are not many people that look like me that come there. I just hope that they can do better...