Enchanté Boutique Hotel — Hotel in Los Altos

Stay away! They lost our reservation, locked us out, lied to us, and terrible customer service didn't do anything to rectify the situation.

My fiancé, now husband, and I selected Enchanté, for our wedding night. We came in person months in advance to select our room and booked it right then and there. My now husband called twice in the weeks leading up to our wedding to confirm that the reservation was set and that we would be good to go. He was assured by staff that everything was set.

Fast forward to the night of our wedding, we arrived at the hotel and were met by a locked door. The guy at the front desk saw us trying to get in, but ignored us until we called the front desk. My husband talked to him on the phone and explained our situation (that we had a long-standing reservation), but he still did not unlock the door for us. Mind you, it was freezing outside, and I was still in my wedding dress.

Thankfully, a guest was returning to the hotel around 11pm and we were able to enter the lobby with him and talk to the front desk staff directly. He barely acknowledged us (let alone welcome or congratulate us) and just kept saying that there were no rooms available that night and that he didn't see any reservations under our name. When we showed him our reservation email, he finally, unwillingly, conceded and said that there was in fact a room available, but that it was only a full-size bed. We told him we had booked a King bed, and only then did he reveal that there was a King room available (though not the one we had originally picked).

After much back-and-forth, I asked if there would be a discount for the inconvenience and the immense stress caused and time lost on a very special night for us, and he said yes. My husband quickly paid so we could finally get to our room, and when he checked his credit card statement later, discovered that we had been charged $80 more than the front desk staff had told us.

We weren't able to stay for breakfast, so really we paid almost $400 for 6 hours in a room we did not choose, a very stressful check-in, and multiple times of being lied to directly by your staff.

The experience ruined a special night for us, and after telling management about the experience, we never heard back. I would stay away if you are considering...

This is a lovingly decorated and unique place in the heart of Los Altos. Rooms and decoration are well maintained and feel authentically chic, and the service is friendly but definitely not exceptional. For the price, I would have expected a little bit more though: Bathroom decoration is rather functional; booking the standard room, you don’t even get a bathtub. Included breakfast is very bland with just some cereal choices, average coffee, and a meager choice of croissant, toast, or a third, dry item that I forgot. You can buy several varieties of omelet from 19 bucks per person, which we did. The omelet was great but in the end, we ended up paying 55 bucks for two people for a decent breakfast. We could have gotten a better deal outside. There is no dedicated parking; you need to actively ask for a parking permit. Wi-Fi service is bad, oftentimes breaking up. I’ve seen better in 1-star hotels. Since it’s a boutique hotel, don’t expect any amenities like a gym. Hence, I would not recommend this hotel for anything more than a 2-night stay.

We paid about 275 USD per night which is on the high end for Silicon Valley (on weekends). For that price, I would say that I would have expected more given that there is nothing special about the location; there is neither any landmark nor vista nearby and plenty of other options. Come for a short stay if you...

Enchante is my new go-to romantic getaway hotel! I've stayed there twice now, and I have to say that their fantastic staff is matched by a truly charming and comfortable facility. We are welcomed with a smile any time of day or night (along with our pets, whom they have considered as well). Each room at Enchante is themed: Apothique, Marie Antoinette, and Amerique are a few. Guests are treated to a complimentary charcuterie plate in the evening, and a breakfast each morning. When I made a booking error, the staff bent over backwards to accommodate me for an additional night... for which I will be eternally grateful!

Whether you're in town for business or just a vacation in the South Bay/South Peninsula, Enchante is a worthy choice. Downtown Los Altos is just steps away, with so many choices for food and entertainment that you would never need to stray far. Cupertino is home to one of the largest Taiwanese communities outside Taiwan so it's an excellent base camp if you're looking for a weekend of comfort food.

Parking can be tricky on busy weekends, and the occasional Street Festival blocks off the road - so be sure to check with the hotel before parking your car...