Aloft Mountain View — Hotel in Mountain View

We stayed at the Aloft Mountain View for a quick 1 night stay. The location is convenient as it is close to downtown Mountain View, but El Camino can be a busy/loud street. Coming in and out of the hotel can be a pain because of the median divider on El Camino. We requested an early check-in (11 am), but received a notification that our room was ready around 3pm. That was fine for us since we had to run some errands, but we did notice that there seemed to be plenty of rooms available online still. The lobby looks very modern and spacious. It featured a billiards table and offered spa water and to-go sanitizing wipes. The WXYZ bar seemed closed when we checked in, but overall our first impression was positive. We were helped by Cruz at the Front Desk who was able to upgrade us to a suite because of our titanium status. Cruz explained that a suite was available, but that it might be a little loud since it was facing the street. He provided a helpful overview of the hotel and amenities and told us to come back if we found our room to be too noisy. Thankfully, while you can definitely hear the traffic outside, it wasn't too bad and ended up providing some white noise at night. We think closing the blackout curtains helped mute the noise as well. The room felt nice and very modern. The fixtures and furnishings felt new and clean. However, one thing that disappointed was the TV set up in the room. It was the kind where you need to watch the guide channel scroll through all the channels instead of being able to pull up a guide and scroll yourself. We chose breakfast as our titanium amenity. The chef on duty was very friendly and helpful, but the instructions on paper were a little unclear. We were disappointed at first because it seemed like breakfast only included eggs and toast. Thankfully the chef asked if we wanted bacon or sausage, but otherwise the breakfast options were limited. We were able to confirm our late check out (4pm) the night before and had no issues with housekeeping knocking on our door before we were ready. Cruz once again helped us to quickly and efficiently check out. While we really liked the property, we were a little disappointed by the breakfast and TV. We might stay again because of the location and quality of the hotel, but might try one of the other Alofts in...

We were in town for Stanford graduation, and were happy to find that this property, with very good reviews, was available for a reasonable price given the timing.||||The overall experience was fine, but there were a lot of issues. It started with checking in. We had originally reserved two rooms in one reservation from Friday to Monday. Then one of our daughters wanted to add on a day, so we reserved another room of exactly the same type (2 king beds, breezy) for the night before.||||I called and let them know that we'd really like to stay in the same room and have adjoining rooms. They said that they could guarantee that the first room could stay in that room, and that they would try to put us in adjoining rooms. They did hold to the promise of keeping the same room from Thursday to Friday.||||Friday comes and we check in for the second room, and the front desk says that we're really sorry that we couldn't get adjoining rooms, but we have you VERY close to the other room. So we go to our room, and then discover that we are on a completely different floor!||||We show up in our room and it's set at 65 degrees and freezing. We actually had to turn the heat on on June in order to tolerate the room.||||And then we discover that the cold water does not deliver cold water. The bathroom sink doesn't have cold water, only hot water. We sat down on the toilet and it seemed extremely warm. We touched the toilet tank and it was actually hot! It was difficult to shower the next day, because the cold would start out hot, might get cold for a while, and then would get hot enough that you couldn't rinse off.||||We thought this might be a weird thing with our room, but our daughters had the same experience on another floor. We reported it to the night clerk, who said nobody else in the hotel had reported such a thing, and she would inform the manger and get back to us, but we never heard anything. We were distracted by all things graduation so didn't get back to them, and just dealt with it.||||When we checked out we told the person what had happened, and she dutifully said she would report it, but that was it. There was no follow-up and no offers to compensate us for the water mess. And no acknowledgment that this has to be a wider issue than just 2 random rooms on...

Pretty place, but I think the beauty of the structure makes the staff believe that customer service is unnecessary or an afterthought. I think their lazy attitude starts from the top and works its way down through the ranks. I understand that huge mistakes happen but when they happen I appreciate when those mistakes are taken seriously. I also like when a company goes above and beyond to make sure that no new huge mistakes happen. It's a terrible sign of poor management when you have to go out of your way and beg for proper treatment when a company messes up.

I stayed at Aloft, They first could not find my reservation in their system even with the reservation number and email confirmation being shown to them. So they made me book a 2nd reservation and PROMISED that I would not be a double charge. When I later called Marriott customer service, I was told that I was definitely going to be double charged for double booking and canceling the 1st reservation. It took hours on the phone to remove the charges.

Then my room had blood on the sheets because the hotel obviously does not change the sheets between paying customers. They moved me but no one apologized. Noone even acted like it was a big deal at all that they expose strangers to one another's waste and bodily fluids. I spoke to someone at the front desk at checkout and was lazily told that my first night had been comped. But still not a word of apology. No sign at all in his voice that this was wrong or out of the ordinary for them.

Finally, upon checkout, I was promised that my receipt would be sent to my email. I was PROMISED that the receipt was sent. I get home to check, Nothing. They don't care. There is no follow-through. Mistakes and biohazard exposure for paying customers may be typical things for them but they should at least PRETEND to be shocked about it when the customer finds out. Then ensuring that promises are kept would be baseline good business. Now I am going to have to play phone tag to get a simple copy of my receipt. I have other things to do in my life. I will be the only one on the phone not getting paid to interact. I am not angry at any of these people for being human but the prompt asked how likely I was to go...