I had a nice stay at this hotel. The room was quiet and very comfortable. Everything was stylish. Perfect location. Restaurant and bar delicious and fun. The majority of people working there are lovely - solicitous and charming. I was planing to give this hotel 4.5 stars, with my only two small issues being that the light was poor in the bathroom, making it difficult to apply makeup; and since there is only one elevator it could be slow. However, the rest of the experience was stellar.
I had a 6:30 am flight out of town so I asked the valet the evening before to have my car ready at 4:45 am. No problem! I was told. We will write that down! I asked, are you sure I should not text just in case? No problem, we are writing it down this minute! Don't worry! Big, convincing smiles from the evening valet guys.
The next morning I get down to the front desk at 4:40 am and look outside. There is a couple making out up against the wall - that was awkward, but no car. I ask the person at the front desk where the valet might be, could they be getting my car? The front desk clerk says nothing but scurries into the restaurant. A man comes out, in no apparent rush, scrolling through the texts on his phone. Looks up at me and asks me to give him a minute. I wait. He keeps scrolling. After a minute of this I point out I need to get to the airport, can someone get my car? Apparently not worried, the valet keeps scrolling through his text messages. The disheveled woman who had been part of the couple in the romantic clutch outside skulks up the stairs to her room. I continue to wait. The valet finally looks up and says, "Its not here." Trying to keep my cool, I pointed out I need my car ASAP. He offers to run and get it as it will only take a few minutes, his car is right out front. I said,"I NEED TO CATCH A FLIGHT." Then I took a deep breath and asked him to drive me to where my car was.
I think that woke him up to the fact I was in a rush. The valet then pulled it together and got me to my car. I tipped him - my car not being ready was not his fault - and went on my way. I made my flight, thankfully, but only just at the last minute and it was an unnecessarily stressful way to start the day.
Based on this experience I took off two stars. I appreciate the great service all of the people there gave me. I share this review so the hotel management realize that charming waiters are delightful, but the details matter. If your valet says they are writing down I need my car at a certain time please follow through. Getting that right means more to me than someone turning up at my door unrequested asking me if I was comfortable.
Would I stay here again? Not sure. It was lovely but very expensive, and my experience this morning was frustrating and unprofessional. If I do stay, I will not be renting a car and using the valet.
- Official Description (provided by the hotel):
- Get wired. In the heart of downtown Palo Alto, surrounded by the hottest VC firms, the fastest-growing companies, plus the creative dynamism of Stanford University - this is where you need to be staying.Modern, yet warm. Organic, yet tech-savvy. Wired, yet easygoing. Innovative, with a hint of whimsy. The 86 rooms at Epiphany- featuring 18 Deluxe Queen/Queens, Premium Suites, and 4 Hospitality Suites - let you recharge while staying connected to it all. ... more less
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