Comfort Inn Palo Alto — Hotel in Palo Alto

1. Handicapped room condition

A) Gap under door to outside was so big that I removed everything each day and brought it with me, then put it back in at night (with a towel against the opening and my luggage on it). Mice, bugs, etc., should not have access to a room.

B) Hole in wall big enough to insert a hand and touch flexible metallic conduit for electrical cables. And what might be living in the wall with that access?

C) Light / fan fixture in bathroom missing a surround piece...so I could see into the area, see the electrical cables, and steam is getting up there and collectingdust and condensing. Potential safety hazard.

D) Seat for showering not stable (rocking). Dangerous.

E) Curtains do not actually close

2. I was told that there would be cleaning on the fourth day, even if I opted for light cleaning. I arrived on Wed., and asked for a cleaning on Sat., mentioning two notes (leave the bath towel on the floor was one, shampoo out was the other). I was told OK.

I came back and NOTHING had been done. So I got another bath towel, more toilet paper, more soap, and a new shampoo, and told the desk clerk to forget cleaning.

HE said that the notes indicated it had been cleaned on Friday (it hadn't!) and would be cleaned on Sunday (the day AFTER I'd requested it).

I know many persons in hospitality in various regions speak English as a non-primary language, but to tell me, "Yes, we'll clean your room today" and have it NOT occur is completely unacceptable.

3. Unavailability of the general manager when I tried to raise these issues at checkout.

a) I did not raise them before because:

i) when I arrived, I needed to use the restroom, and had already done so before noting most of the physical condition issues;

ii) the motel was fully booked;

iii) I did not know if an alternate room would be in worse condition;

iv) this weekend, there were not going to be alternate rooms available in the nearby vicinity.

b) When I raised them, the GM was not available, the desk person did NOT offer to call her (not giving me her # I can understand, I suppose), only giving me email...

c) The woman at the desk said, "Oh they are doing all sorts of renovations--come see us again in three months". NO,...

Donna is a huge discriminated women & posses a poor customer service skill, she can be manager or owner but her attitude isn't acceptable. I checked out my room at 7:30 AM on Monday June 20th 2022 ( 2 beds for 4) with her by giving back her 2 keys but she didn't pay attention instead sitting there doing nothing. After I checked out, I started getting my breakfast but there was no egg left, I waited for about 5 minutes and thinking probably no eggs would come soon, so I decided to take 3 cakes, 4 small pancakes ( cupcakes size, selfmade) and 2 pears to my car to shares with my family due to covid. When I came back to get 2 yogurts and thinking to get some eggs but there was still no eggs & nobody at the front desk for me to ask. I went to my car and waited and then came back a 3rd time after waiting another 10 minutes. While I was there, Donna took an egg bag out and using her fingers to open the bag after cleaning the tray and counter without washing her hands ( she should use scissors instead), then started questioning me in a discriminated way because I was probably the only Asian guy in the room with 3 Caucasians. Donna noticed me getting some eggs ( 2 scoops + 2 sausages), she wasn't happy because I was probably a strager to her or maybe getting too much foods. Did you check out ? what room ? and how many people in the room. I answered nicely and asked why? But no answer from her. I wasn't happy because why didn't she ask others but me with a huge attitude and when I asked back she ignored. I asked her name seems didn't care by saying Donna with challenging face to me? I told her I wouldn't come back to this hotel and left with 2 scopes of eggs and 2 sausages for 4 persons. The Inn is okay, no elevator, probably a motel converted. Watch for the stairs, nails sticking out on some steps, my baby's leg got scratches from these nails. The day I checked in, hotel offered me for services but I refused because I didn't want to waste resources, so I tried to be cleaned much as possible for the house keepers & the inn itself. I feel Donna needs to change her attitude, pay attention on her work and be...

This is the second time I stayed at this hotel. Basically I chose it because of the affordable price and the proximity to Stanford hospital. If you are wanting a hotel that is quiet, this is not the place. The rooms open to the outside and is situated off a very busy main thoroughfare. I must say, they have done an admirable job of updating the bathroom. You can still tell where the old and the new meet but still very nice. This is supposed to be a hotel with non-smoking rooms but as soon as I stepped into my room, 203, I was smacked in the face by the smell of rancid cigarette smoke that must’ve been absorbed into the carpet. Even though the bathroom had been updated, I can’t that the bedroom area has been with torn curtains, old furniture and a refrigerator that was so loud at times, I had to unplug it. And then there is the carpet. It wasn’t dirty but very smelly. This is where the confused part comes in. When I checked out the next morning, there was a couple behind the counter. I am assuming they may be the owners. I mentioned that the room smelled awful and that it may be from the carpet. It smelled of stale smoke. I wasn’t pissy about it. Just mentioning the facts. They asked which room it was. I told them and the man seemed to be writing it down. Then the woman says to me there is no carpet in that room. Huh? I told her there is. Then the man said no, there is no carpet in the room. I told them I just came from that room and there definitely is carpet in the room. They continued to argue with me. Seriously? Whatever. I just turned around and left. They do have a free breakfast but I didn’t want to stick...