Residence Inn by Marriott Palo Alto Mountain View — Hotel in Mountain View

My family stayed in Residence Inn by Marriott Palo Alto Mountain View from Dec 30th 2021 to Jan 3rd 2022. During our stay, we found that the bathroom upstairs was not running hot water. The management told us that issue with no hot water cannot be resolved until early January, and the hotel PROMISED us to change the room closer to where we were staying, and also send some people to help us carry the bags to the other room. We told the management that we will move on Jan 1st morning to the room which was right across where we were, which the management clearly agreed and promised.

What my family was extremely disappointed was the attitude from the employee who was at the front desk on Jan 1st, during the morning shift.

My dad went to the front desk to ask for the keys to the new room. The employee who was at the front desk when my dad went to pick up the keys and who was not there when my family was reporting these issues the day before, did not even bother to look at the notes or the computer to check if there was a new room for my family and told my dad that there are no rooms available for us. My dad asked few more times to the employee to double check, and when the employee decided to check the computer, suddenly out of thin air, a room became available (which was not the room that the management promised and very far from where we were) and this was extremely difficult to believe after the employee telling my dad that there are no rooms available for us at all! My dad who was not happy at this point, asked the employee to talk to the general manager about this issue and also check on what the hotel management promised to us the day before, but the employee refused to call the general manager. The employee said that calling the general manager was not allowed, but I cannot understand why the employee cannot call to check on this issue, since this would clearly indicate that the hotel’s protocol to handle + communicate is COMPLETELY NOT WORKING at all and they are doing EXTREMELY TERRIBLE at this. My dad asked several times more to check on the notes + room availability + call the general manager, which the employee refused to do all. My sister called the front desk, and she asked the employee why my dad experienced such INTERESTING conversation with the employee. The employee told us that my dad just got very frustrated and did not fully understand what the employee was telling him. My dad was frustrated, not because of the situation, but because of the employee’s attitude of not even trying to resolve the issue. The way that the employee sounded like was that my dad did not have a good English to talk to the employee. Although my dad does not look like he is from the States, he spent decades here and he is one of the most respected researchers in his field. After telling the employee to PLEASE CHECK AGAIN any notes from the general management from the previous day, the employee called back few minutes later to tell us that the room became suddenly available and the employee finally found the note. The employee’s call proved again that the hotel’s communication and protocol have major problems that needs to be fixed immediately. My family comes from Asian background and we may not look and speak exactly like people from the States. But we lived here for a very long time, and my family used this hotel for years now. This was also a family trip in years due to COVID shutdown and my dad was very excited about it. I cannot feel worse that my dad had to go through this in the Bay Area where he spent years here, on Jan 1st, during the trip that he was very excited about. I wish what he experienced was not because he is Asian. What made worse is, the employee never apologized to us for missing all those information and accusing my dad for his English and would only give excuses. We have been using this hotel for more than ten years now but I don’t think we will...

This hotel has serious security and customer service issues.

Last week, I booked a 2-bed suite for me and my family. However, I came on a later flight so I purposely called the property in advance to let them know one of my relative's names. The person I spoke with on the phone said that when she arrives, all she has to do is present her ID and credit card and she will be able to check into my room.

Well, later that night, my relative did exactly that and they checked her into someone else's room because they had the same last name! Apparently, if you have a common last name, it is very easy for you or someone else to check into a room that is not meant for you, because they just automatically assume you're related. Even the front desk admitted to this when I arrived and questioned what exactly happened.

That other room was not a 2-bed suite so my relatives came back to the front desk and told them that there must be a mistake. They gave them my name as the person who booked and even after the hotel confirmed that they had my name in their system, they kept insisting that they were out of 2-bed suites that evening. As I am an elite member, the Marriott policy should be that if this were ever to happen, they are supposed to book us a room elsewhere and give compensation for the trouble. They made no effort to do this.

My relatives were really confused because they had just arrived from a long haul flight and it seemed like they had no place to stay that evening. I was on a flight myself and took me awhile before I figured out a way to contact the hotel to sort this mess out. I ended up asking my husband (who arrived later than the rest of them, but earlier than me) to sort this out.

When he arrived, instead of apologizing for their mistake, they blamed the whole thing on my relatives, even though we did everything we were supposed to and they were the ones who put them in the wrong room, based on a common last name.

At this point, I had not arrived yet, but they had already done several things wrong, so obviously, I was annoyed. I talked to someone in charge the next morning and he seemed sincere to trying to make things right, but I wonder if it was all just talk. He had offered compensation, but it was never actually given to us. I told him that although the compensation is appreciated for all the trouble we went through, the main reason why I brought these issues up is because what they did during check in should never happen again for anyone.

It's horrifying to us that any random person with our last name (which is super common) can walk into a hotel and check into our room (at the very least, at this particular property). Since I am not sure that this message was ever passed on, I decided to write this review to warn other customers of this possible issue.

Full disclosure: the other room that they mistakenly checked into was also a room that our family booked so in this particular case, the situation was not THAT bad, but I only mention this detail at the end because this doesn't really matter. This room could have just as easily belonged to someone who wasn't in the family with the same last name and the same thing would have still happened. The front desk admitted multiple times that they do allow people of the same last name to check in even without prior...

I am a 4 year, Gold Member with Marriott. I travel for work for a living and stay in hotels regularly.||||For this work trip I have had the gross misfortune of staying at the Residence Inn Palo Alto Mountain View @ 1854 El Camino Real, Mt. View Ca 94040. Unfortunately I write this from a new hotel room in the same hotel, and not another. It is late in the evening and I have one last day of work early tomorrow and it would be too much of a hardship to find a new hotel. I brought my discovery of bed bugs to the attention of the lone attendant at the front desk just prior to writing this and was told all that he could do was change my room and let the day manager tomorrow know. ||||How do I know they are bed bug bites? ||||3 days ago I started itching my neck while at work. 4 bug bites in a horizontal row along my neckline to be exact. At the time I attributed it to possibly getting bit by mosquitos, though I had no recollection of there being mosquitos. No buzzing around my face, or ears. No reflexive swatting of any kind. and definitely no conscious feeling of actively being bit.||||The next day at work, I start to itch bad by my left shoulder blade in the middle of my back, but was unable to get a good look at work in the bathroom mirror. Later that day when I got back to the hotel and was getting ready to take a shower I look in the mirror and see a trio of red bumps that match the 4 along my neckline. At this point, tired from work and ready for a shower I still maybe think to myself ... mosquitos?||||The next morning I wake up and have 4 fresh bites in a trail along my left waist line and another big bug bite on my left buttcheek. all of which were definitely NOT THERE the night before.||||I immediately know at this point it is BED BUGS! disgusting!! I look around the bed like in videos I have seen on the internet. Investigating seems in the mattress. This hotel however has entire mattress zip covers, preventing any access to the mattress inside. I google where to look at it says they will typically hide in headboards in hotels, or in areas of a bed that get the least disturbed. I look further along the headboard and see little black flecks - the droppings! SO GROSS!!!||||I called Marriott Customer service just now and was told they cannot help me in anyway because my reservations was booked my employer via a third party, Expedia. Are you kidding me Marriott? SHAME ON YOU! you have lost a customer for life. I typically stay in Marriott properties approx 40-50 days a year, but no longer.||||I am now tasked with taking my entire suitcase to a laundry mat tomorrow and washing all of my clothing on hot to kill any bugs or eggs that may have gotten into my things. SO GROSS. AVOID THIS PROPERTY...