SureStay Hotel by Best Western Santa Cruz

Checking in was easy and staff was welcoming.

Fridge was not working and dirty in our room at the time of our check-in.

The breakfast was very limited no boil eggs on the day we stayed which was Monday morning. In our the hair dryer was broken the toilet didn’t flush I had to put hand the tank to the fix the chain and one the lamb was broken. Will I stay the again NO. Do I recommended it to others No.

The staff is amazing and the location is beautiful

The bedsheets were visibly dirty, with hair and stains on them, and the curtains were stained as well. We also suspect bedbugs. My daughter developed a skin condition/dermatitis that we believe was caused by the filthy bedding. On top of that, we saw roaches in the room, and the bathroom drain had drain flies and a foul odor coming from it. The overall cleanliness of the room was completely unacceptable for a paying guest. Beyond the state of the room, the way management handled our concerns made the experience even worse. When we asked the front desk for extra towels, we were flatly refused. When we asked for an extra pillow, we were refused again, with no explanation and no attempt to accommodate a basic, reasonable request. The staff we dealt with were curt, dismissive, and clearly uninterested in addressing guest concerns of any kind. There was no apology, no acknowledgment of the state of the room, and no effort made to fix anything during our stay. This does not appear to be an isolated incident. Other guests have also posted reviews describing serious problems with how this property is managed, including allegations of being unfairly accused of wrongdoing at checkout, disputes over unexplained ch

staff was a bit stingy about extra towels.... low effort all around from front desk to maintenance. no refill for food in cafeteria 30 minutes before the end.

The remote for the TV (which had a sticker saying the room number) was for a completely different room. A piece was missing from the coffee maker, rendering it useless. Vending machine gave me a completely different drink than I paid for. 2 stars.

Managers Parth and Shailesh were attentive and good hosts, friendly and welcoming. Overall good experience.

The room was like a "No Tell Motel", no extra chair, no place to put the luggage except on the floor. The coffee maker was old and dirty. One of the security door locks was missing. Their breakfast consisted of waffles and toast, no eggs, no potatoes, no bacon or sausage, we had to get our breakfast elsewhere. This was a bad choice!

Location was convenient, safe and quiet neighborhood. The bed was comfortable. Netflix was available. Pool and breakfast was perfect. We’ll stay there again.

Great young man named Pete desk man was Awesome friendly made us feel at home Housekeeping horrible

The room was clean The parking sucked, it was hard to get in and out with cars crammed together, we where rushed out of breakfast, I know it said 9:30 but there was a line for the waffles, could of been more understanding

The front desk man was awesome!! Clean rooms, clean property and friendly staff!! Overall I would say 9 out of 10. I would suggest a better tv package. Only had about 35 channels. Maybe something with a 24hr cartoon channel, very helpful for parents lol. Also need bigger pillows. Will definitely be coming back.

The blankets and pillows smell like cigarette smoke and body odor.

Pleasant

It was nice and clean 2 nd floor Housekeeper was a bit rude

The room was decent. The water wouldn’t drain in the shower which in my opinion is gross. The shower ran out of body soap. The front staff was barely helpful. Breakfast wasn’t open when promoted on Saturday morning.

Good

I like the property the most i don't like it is they don't refunded ng 100 bucks deposit,that's pissed me off,the manager is rude

Very good