The Ameswell Hotel — Hotel in Mountain View

Being a Bay Area native I heard so much positive feedback from this hotel so for this year 2024 instead of booking my birthday stay in a different state or out of the country, I decided to stay within my own backyard just to be somewhat let down from the service the team in this hotel offers.

Please note this is an authentic review from what i experienced during my birthday stay on 3/8/2024 to 3/10/2024;

1. upon check-in (around 4pm)the hotel was having a website photo shoot which when i called in the morning around 9am to get details of the hotel and see if any events where taking place, the front desk did not mention this event happening at all; so i arrive with a family member at check-in time, the front desk ask us to move to the left and wait for our keys do to the photoshoot. I Politely said i would be happy to remove myself as a whole after i get my keys for the pre-paid room I reserved days prior since I have plans & time is limited; she apologized and promised we wont be feature in those photos which i hope so! 2)the second day of me using the restaurant the hotel offers, located near the lobby, I proceed to go to the host and ask for a table for dinner; she was great and walks me to the back area where the gorgeous fire place is located so i proceed to take my table and wait for my server (named Valerie) just for the server to show up and not even greet me & the first words out of her mouth are don't you have a tab open? I respond and say excuse me? she stays quiet for a bit then says don't worry about it I am confusing you with another person; I was in shock due to expecting more costumer service from this place but my server and other employees looked like they where under 21 and act confuse and underage; I am very understanding and hate confrontation with folks who lack manners, specially on special days such as my birthday, so i just proceeded to have her take my dinner order and drinks she got my drink order wrong which i got up from the back area and headed to the bar area & met a very professional and mature employee who helped fixed my order. Around 9:40 pm I obserbed my server (valerie) passed by me and sat down 2 tables behind me as if she was done with her shift; so i asked the bartender to help me collect my bill so i can pay. He apolgized and didn't realize that was never given to me so i was just waiting there to pay since my food order was wrong too ? i let the manager know my experience and all he did was smilie, but honestly i believe its due to the server being underage age and lack of experience, overall the hotel is very clean but the staff can use more training for the rates...

I checked out yesterday (~11:30am) and still feel really mad right now, the girl working as front desk YESTERDAY MORNING is impolite, not helpful and racist. It was a business trip and thus my company sent the card info to cover room fee before I check in. The first day I arrived was already a disaster since the front desk claimed that they didn't receive any authorization forms and let me resent it multiple times, I spent more than 15 min and magically they just received the email while the good thing is that girl was pretty nice. Then during check-out, after I was told "all-set" and start calling uber, suddenly the girl said "you can't leave" as the card declined. She was starring at me and said this "I don't know why but the card is declined, you should use your personal card to pay". Why I need to pay by myself and get reinbursement and all the complex stuff just because you don't know how to deduct fees? I called the travel service to confirm and they said cards are totally fine while the girl was still acting like before, "declined, it's still declined." and apparently she doesn't want to do anything to help. Finally I found out what happened. I put two orders (1 for the first 3 nights, the second is for the last night), so my company sent two authorization letter with different cards to be used to pay for them, while the front desk was just randomly choosing one to pay for four nights. When the girl finally got it right, she rolled her eyes to me and said "you should specify the orders, they are not clear to me." I replied, "yes we did, there are two emails and two authorization forms, clearly displaying all the details you will need to proceed." She be like, "oh! We don't actually receive these letters but we send ours out, you should fill in our forms that's why." How come a person make mistakes herself and let me standing there for 20min to call people, and at last she blamed the customer? The reason I thought she's racist is that she talked to me without patience but was being nice to another white man. I will post this to our forum as well, hope there will be no one to be treated...

I’ve stayed at this hotel several times for business travel. First of all, in general, I love this hotel! It’s LEED certified. I will give pros and cons. Since there are a few very important cons I’ll list it first and then write the many pros with tips for a great stay. Cons: I’ve noticed during my last 7 night stay, they now use air freshener in the rooms. I’m not sure, but suspect it is piped in thru the HVAC system. Since they advertise LEED Certified and medical grade air filtration throughout the hotel, I find this unacceptable. As a frequent business traveler with asthma and fragrance sensitivity it’s an issue for me. I didn’t notice this issue the last few times I stayed here. The weekend attracts a party crowd. Avoid if you’re traveling with family or children.

PROs: I love the filtered water throughout the hotel. Even the pool is a salt water pool. The rooms are super comfortable and understated luxury. Light dimmer switches, walk in rain shower with wooden stool, organic shampoo and body wash, tea pot that heats water within minutes, super quiet. Black out curtains and sound proof windows. Even if you’re facing the highway, you can’t hear the traffic noise! Superior rooms are the basic rooms and the beds are noticeably harder as well as the sheets. For approximately $30 more you can get a deluxe room which is the same mattress but it has a comfortable mattress cover on it and the sheets are better quality and softer. I think they should put the comfy mattress covers on all beds and include it as a standard feature. Robes are comfy but the arms are way too long. Probably could be resized to fit the average guest. Food is great at Roger restaurant and reasonably priced. Coffee breakfast bar Flyway is excellent and of all of the staff I encountered. They are the friendliest. Downtown Mt. View is a mile away with a quaint blocked off street area with lots of restaurants and shops.

Overall, I love this hotel. Just keep it honest as advertised LEED Certified....