I stayed here for a business trip for a team offsite. The accommodations were nice, but what really…read morestood out to me was the customer service. I left a purse in the closet after checking out and flying home (thankfully it was not my primary purse). The minute I got home, I received an email from the staff saying I left my purse there and that they'd be happy to ship it back to me. Before I could respond, the owner sent a second email saying he was going to be in my city the following week visiting his daughter who lives there (turns out we lived 5 min apart) and he'd be happy to bring the purse with him so I didn't have to pay for the shipping cost. If that's not great customer service, I don't know what is!

Just had one of the best hotel experiences ever at Hotel Strata in Mountain View! It's family-owned…read moreby Mr. Patel and his wonderful family, and you can feel the love and pride in every detail -- from the warm welcome to the spotless rooms and top-notch amenities. Our room had a Toto bidet, heated floors, blackout shades, plush bedding, and even complimentary snacks and drinks -- features that many 5-star hotels don't even offer! Mr. Patel and his team truly went above and beyond to make sure we were comfortable and taken care of the entire stay. If you ever find yourself in the area, skip the chains and stay here. You'll be treated like family. Highly, highly recommend!

I was pleasantly surprised with relatively low expectations. Every hotel in the area with a few…read moreexceptions was north of $400 per night. Even a simple Hampton Inn was $400. This hotel is surprisingly well maintained. My room was clean and had moderate amenities. The bed was very comfortable. Overall I was genuinely impressed. The breakfast they serve is also very good. A nice variety from sausage, egg and various breads and pastries oatmeal a waffle iron and other stuff. It was pretty good. I'd say for the money, it's as good as any Hampton or Fairfield Inn.

When I requested a refund, I was met with cold references to "policy" delivered with visible…read morecontempt. No willingness to help. No attempt to resolve the issue. Just a rigid refusal. In the end, they charged me for three full nights. The front desk service was unbelievably terrible. If you come here hoping to resolve a problem, be prepared for a masterclass in obstruction and condescension. The staff repeatedly changed their position over and over again. First, I was told I could not switch rooms at the original rate and would have to pay extra. The explanation kept shifting, depending on the moment. The process felt less like customer service and more like being dragged in circles for someone else's entertainment. Clear answers were impossible to get. Consistency did not exist. After being worn down by the constant back-and-forth, I finally gave up and booked another hotel. Only then was I suddenly told that switching rooms at the original rate was possible after all. Amazing how policies become flexible once a guest is exhausted enough to walk away. I will never return to this hotel again. And I strongly advise others to think twice before booking here. Be prepared to experience what it feels like to be treated with arrogance and condescension, as if the staff believe they are doing you a favor simply by acknowledging you. You will pay good money only to have your time wasted and your patience tested. As a guest, you expect respect and professionalism -- not humiliation and needless frustration. There are plenty of hotels that understand what hospitality actually means. This is not one of them.

TLDR: The place is nice, but God forbid anything goes wrong with your room because they will not…read morelisten to you or be very helpful, and if you miss an important event because of their incompetence you will get a lovely $29.79 refund. The hotel is lovely and right off the freeway. The stay was affordable, the parking was free and the deposit was $50. I got locked out of my room for an hour and a half while getting ready for a wedding I was attending. I had stepped out onto the balcony and the door closed behind me and locked me out. There was absolutely zero signage in my room or on the door that said they locked automatically. I stayed in room 203 which supposedly had undergone recent renovations which may be the reason for no signage. The staff tried the key to the balcony door to get me back in, but for whatever reason, the key did not work (and she was trying to unlock the deadbolt when the problem was the handle, which I told her multiple times). They then tried to get me back into the room through the main door, but the latch was covering the door. After using a wire hanger to try to pull the latch shut didn't work, the plan was to loop a cord or string over the latch and use that to pull it shut, which would have worked except that the staff looped it over the part of the latch that's bolted onto the wall and doesn't move. I tried telling them (multiple times) they had to loop it over the other half of the latch but I was either unheard or ignored. After a coworker messaged the staff member helping me, THEN she tried moving it over to the other part of the latch but the phone cord she was using was too thick. She gave up and went back to trying the balcony keys. The cleaning lady who had joined us tried a similar method but with a plastic bag pulled straight. I told her she almost had it and just had to move the bag over the hinged half of the latch. She literally waved me off. After an hour and a half (I was repeatedly asking for time checks) maintenance was finally called in and they said he would be there in 20 minutes. Everyone walked away. I was not waiting around one more second. I ripped the drawstring in my pants from its seams because of course it was sewn in, threw it over the latch, pulled it shut and the problem was solved immediately. I had to fix it myself in the end, because nobody was listening to me. And I missed the ceremony. Then when I got in contact with the manager, Immanuel, about compensation (I asked for one night out of three comped) it very much sounded like he was laughing over the phone and said they couldn't do that. I asked him what he thought the appropriate amount of compensation would be that was equal to what I experienced and he said "I'm struggling to come up with anything." I gave him the timeframe of when it all happened, he said it didn't take that long and I told him I know that it did because I was asking for time checks. I told him it took her an hour and half to call maintenance to come in, and his excuse was that she had called him earlier for advice and THEN waited for another hour at least to bring him in. I still don't know why maintenance wasn't on-site. He called my difference of account a "moot point." He settled on offering me a 15-20% discount (when I got off the phone with hotels.com later I could swear they said 30% but it was hard to tell over the phone, and I'm not dying on that hill). The approved refund was $29.79. After being ignored, dismissed, talked down to, laughed at, and missing the wedding ceremony of one of my dearest friends, my compensation was $29.79. The treatment I received is unacceptable and I will not be staying here again.

This place Has gone up in my estimation! I have stayed here…read moretime and again throughout the years, but I just stayed here last week and it has improved tremendously! Super friendly desk, clerk, and best of all Nespresso machines in the rooms!! that is such an upgrade from the crappy coffee you get in most hotels! The rooms that are on the El Camino side of the hotel are large and spacious. I was really pleased.

This is my go-to hotel when I am visiting my daughter at school. I even have a favorite room if it…read moreis available. The front desk staff is amazing and friendly. Breakfast is always tasty. Free parking is available even when it's a busy time. This is where my family and I will stay for graduation next year! I would not have it any other way.

This review is for Hilton corporate policy that affects my experience asa #Diamond member…read more 5 Location: close to the VA Hospital and plenty of restaurants 5 Hotel spaces: clean and orderly, decent breakfast 5 People: excellent service and attention to customer needs and feedback both via text and in person. 1 Value: the worst. We have stayed here for more than 10 years and the recent price changes are outrageous. Couple that with the reduced perks for being a Diamond member and it is the primary reason I seldom stay here anymore. With the new Diamond Reserve, the perks for Diamond are nearly worthless two mini bottles of water? Really. I understand profit margins but this is ridiculous. You have undermined you loyalty program in my eyes. I'll shop around when staying in the area.

Stayed here for two nights while moving my college freshman (I'm now officially an empty nester!)…read moreonto Stanford campus, and while the accommodations themselves were quite satisfactory, there was a recurring issue with our room keys failing to work that took away from the overall experience. To be fair, each time we had to go back to the front desk to get one or more of our cards rekeyed, staff was quick to do so. In general, service at the hotel was great, including valet parking charging our Tesla for us. Pro tip: use the app (Hotel Citrine is part of the Marriott Bonvoy program) to make requests and get fast responses - it's very efficient!

Hotel Citrine is a chic, trendy hotel accessible via the Marriott program. It has a tiny pool but…read moresurprising popular with locals looking for an urban getaway, afternoon kids / family fun outing. The pool connects with an indoor/ outdoor dining area - perfect for a drink (a glass of bubbly perhaps) plus a small bite. The bar area also has free Equator (local North Bay beloved coffee) for patrons. The rooms are small but efficiently designed. Modern design with some mid century modern style metal bars, decors, and motifs. Front desk sells glass bottles of Evian water if you want to have something fancy. It is not quite in the Stanford part of Palo Alto but is a quick uber ride or a drive away. Perfect for reunion, campus event or silicon valley tech events. We stopped by for a staycation. Loved it. Beautiful, boutique, well designed, also minimalist, efficient - perfect for a business trip

Everything about the Cowper Inn was charming. We stayed in the Carriage House, which felt like our…read moreown little apartment. My friend is a yoga enthusiast and loved having access to the yoga loft. We visit Palo Alto on a regular basis and will happily be calling The Cowper Inn our home away from home!

Our family of four loved our stay here! It's charming and homey while also including a modern bath…read more Beds were comfortable and we were so pleased with coming back from our daily excursions and finding fresh towels and beds made. It's the little things that make a big difference on a stay. It's walkable to everything downtown (University Ave). It doesn't have the breakfast but no biggie for us, we love going to Hobees anyway! Next time we're in Palo Alto we'll stay here again.

I was in the Mountain View area ..I needed to get some rest so I decided to go to the Budget…read moreMotel..Wow was I in for a horrible nightmare!! So when I pulled up, I asked if I could see a room .. The lady showed me the room and I told her it smelled pretty strong of chemicals, but she told me that's the only room she had.. so stupidly on my part I decided to take it. Also, the price that they gave me in cash$ was different than the actual price that they had listed online... They overcharged me for the room.. then when I got into the room, I sat down in a chair. I wasn't on the chair more than maybe 10 to 15 minutes when I felt my back and my whole body feeling itchy... I called them up and this nasty man answered.. I asked him if I could get my money back. I was having a really bad allergy.. I told him I might even have to call the medics. He said good. Go call 911. We're not going to return your money!! . I had a awful night there. I was itching, the heater doesn't even fully work and there's cold air coming in all night long. It was just a terrible experience. These people have absolutely NO hospitality. They are so rude!! They are from India, but I think they discriminate against Caucasian individuals.. I highly recommend that you do not do any business with this place. Not only do they rip you off but they treat you with total disrespect... HORRIBLE !! DO NOT RECOMMEND!! if I could, I would give them less than one star.

the bed and blanket was so itchy i couldn't sleep all night. The wifi was not strong at all i had…read moreto use my personal hotspot instead.

As a business hotel, it's totally fine -- just fine, but nothing to write home about. I had a…read moreDeluxe King with rainfall showerhead (advertised), and while the room was nicely appointed, the bathroom was clearly a budget retrofit. Low tub with a rainfall showerhead mounted at approx 6' height to the original standard location, a very tight bathroom compared to the rest of the room, original orange tile floor and mold at the edges. Fridge and microwave is provided, which is nice, but the AC/heat is a bulky and LOUD wall unit. I visited during a unseasonably cold spring week and had to keep running the heat on and off because it was too loud (intermittent too, will shut off on its own and cycle back at always the same loud volume) to just set a temp and leave it.

We really enjoyed our 1 night stay. I had been to this property many years ago prior to their…read moreremodel. I really like the remodel. It is shabby chic and cozy. The front desk attendant, Nidia was fabulous. She embodied hospitality with her friendly demeanor, generous upgrade and helpful suggestions. Loved that their breakfast items were from a local restaurant, Crust and the coffee was from another local coffee shop, Nirvana Soul. Love seeing the support to local businesses!!!