Hotel Pacific — Hotel in Monterey

The Hotel Pacific completely ruined my summer vacation experience. I had booked through a third-party site, and even now I’m still unable to process my refund despite submitting a claim with all the required evidence. I had a wonderful plan to spend my entire trip around Monterey, Carmel, and Big Sur. We booked the hotel a month in advance for 8 nights (August 4–12), reserving a Premier Luxury King with a sofa couch and balcony. Unfortunately, the room we received looked nothing like the description. I had even checked the hotel’s official website, but their gallery only showed a few photos of the bed, bathroom, and exterior—no real indication of the actual conditions.

When we arrived, the staff assigned us a room on the third floor in the back of the hotel. The hallway carpet looked filthy and worn down, more like a 1-star motel that hadn’t been cleaned or replaced in years. Inside the room, the smell was terrible—something between mold and sewer. It was hard to tell whether it was coming from the carpet or the bathroom. The fridge reeked of old food or mold even though it was empty, clearly never having had a deep clean. The room was dark, with no ceiling lights and only a couple of old lamps, one of which didn’t even work. Everything looked extremely dated.

The so-called balcony had no furniture and no view, just a small enclosed space with a high wall—completely pointless. The water and soda in the room were not complimentary, and even the microwave smelled bad. I was afraid to use anything in the room. There was no housekeeping staff onsite unless you scheduled in advance, and there was no air conditioning (which I later learned is common with older Monterey hotels). Still, that didn’t excuse the lack of cleanliness.

When we tried to shower, the water didn’t drain and the tub clogged immediately. Flushing the toilet left a strong sewer odor. The entire room felt filthy. Later that night, we discovered the sofa couch had no sheets or blankets. After requesting them, we tried to sleep, but the sofa mattress was so thin and old that you could feel the springs poking through. To make matters worse, my family spotted small bed bugs crawling on the pillows before disappearing into the wall.

The light outside our room didn’t work, the Wi-Fi went out, and the TV wasn’t functioning. When we tried to call the front desk for help, no one answered. We went down in person around 9:30 p.m., and there was no staff at the desk at all. For a room costing about $320 per night, this was beyond unacceptable.

The next day, the manager, Anna, offered to move us to a better room. She was kind and seemed to be the only person providing genuine customer service. However, by then we had lost all confidence in the property. The problems weren’t limited to just one issue—the entire facility was poorly maintained and unequipped. We decided to check out immediately, feeling that switching rooms wouldn’t make much difference. Anna did process a refund, but since the booking was through a third party, the money was not returned to me directly. To this day, I am still waiting for super.com to refund me.

Given that we had planned on staying for 8 nights, the hotel could have at least offered us a nicer room from the beginning. The whole experience completely derailed our vacation. We had to book another hotel last-minute, which cost us significantly more.

The only positive I can share is the location. The hotel is directly across from the Wharf and Marina, within walking distance of shops and restaurants. The location is great—but everything else about this property was a disaster. It badly needs renovation, thorough cleaning, and basic maintenance.

In the end, the experience was extremely disappointing. The hotel has a 3.9 rating on Google and 4.0 on TripAdvisor, but I can’t imagine those reflect the current reality. Maybe some rooms are better, but ours was unacceptable. I would strongly recommend avoiding this hotel, no matter how good the...

I wish I didn’t have to leave such a bad review, but management has a blatant refusal to actually contact customers as requested.||I stayed at this hotel in August 2024 and got a room on the 4th floor (had a great experience), wonderful room and passed my cleanliness standards.) we liked it so much we decided to stay again in October for an extra night!||I booked a hotel room different than the last one on accident, and called within 3 minutes of booking to see if we could switch to the room style we had before for space. (I did not ask for anything complimentary, and was more than happy to pay the difference just wanted the comfort), the receptionist said she would upgrade it for me free of charge as a one time courtesy.||When I checked in I double checked with the clerk that the upgraded room was for the luxury 2bd suite and she agreed it was.||I was assigned a room on the third floor, and man oh man it was an entirely different experience. (This floor is not the “luxury” suites) They put us on the back so my patio view was mostly a wall. Upon walking in you can tell immediately at some point this room had been broken into. The paint and part of the frame had been removed and never repaired. This was red flag number 1!||Our room ordered extra towels at check in for the second day of our stay, when we went to open the “fresh” towels there was FECAL MATTER on them, I called down too the front desk and had bring fresh towels up and handed them the one with feces on it so they could see it.||Inside the bathroom, there are these shutter style doors, the lock was broken. You could close the doors but easily pushed in from the outside , causing zero privacy in the bathroom with other guests if bumped.||Inside the shower side of the bathroom, the door was not sealed correctly so every shower the entire bathroom area was flooded, then when you step out of the shower there is a loose tile that wobbles! Super dangerous when wet!!||If you go outside on your balcony there should be an automatic light, ours was broken. We had a horrible view of the wall for the most part and complete darkness at night.||Breakfast is supposed to be served from 7-10, at 8:30 breakfast items are running low, I called to reception to find out if breakfast is replenished until 10am or if that’s it for today and she did not know the answer for me.||At checkout I made the receptionist aware of all of these things, and let her know I was so surprised given my visit a month prior being so vastly different. The receptionist said she would have her manager contact me and that she would be able to refund my stay and probably put something on there for next time. This was all written by her on a hand written note.||I wait two weeks - no call. Speak to a different receptionist who pulls up my profile and there are NO notes on my account and no sign of my conversation at checkout out. She lets me know management will be in at 2:30 and would give me a call.||I wait two days , no contact again so I call and said manager is off on Sunday now. I asked realistically where is a real manager at, because im beginning to feel dodged and this is very unprofessional. She lets me know her regional manager will be in on Monday 10/22.||I am writing this review on 10/23 because clearly this establishment has no interest in connecting with their customers, has no interest in making repairs needed and a blatant refusal to provide minimal customer service.||Good location to the wharf and I really wanted to love it here but given this second experience and how no member of management wants to take any accountability, I guess we won’t stay again.||My email is available as well as my phone number provided numerous times if management wants to reach out...

I wish I didn’t have to leave such a bad review, but management has a blatant refusal to actually contact customers as requested. I stayed at this hotel in August 2024 and got a room on the 4th floor (had a great experience), wonderful room and passed my cleanliness standards.) we liked it so much we decided to stay again in October for an extra night!

I booked a hotel room different than the last one on accident, and called within 3 minutes of booking to see if we could switch to the room style we had before for space. (I did not ask for anything complimentary, and was more than happy to pay the difference just wanted the comfort), the receptionist said she would upgrade it for me free of charge as a one time courtesy.

When I checked in I double checked with the clerk that the upgraded room was for the luxury 2bd suite and she agreed it was.

I was assigned a room on the third floor, and man oh man it was an entirely different experience. (This floor is not the “luxury” suites) They put us on the back so my patio view was mostly a wall. Upon walking in you can tell immediately at some point this room had been broken into. The paint and part of the frame had been removed and never repaired. This was red flag number 1!

Our room ordered extra towels at check in for the second day of our stay, when we went to open the “fresh” towels there was FECAL MATTER on them, I called down too the front desk and had bring fresh towels up and handed them the one with feces on it so they could see it.

Inside the bathroom, there are these shutter style doors, the lock was broken. You could close the doors but easily pushed in from the outside , causing zero privacy in the bathroom with other guests if bumped. Inside the shower side of the bathroom, the door was not sealed correctly so every shower the entire bathroom area was flooded, then when you step out of the shower there is a loose tile that wobbles! Super dangerous when wet!!

If you go outside on your balcony there should be an automatic light, ours was broken. We had a horrible view of the wall for the most part and complete darkness at night.

Breakfast is supposed to be served from 7-10, at 8:30 breakfast items are running low, I called to reception to find out if breakfast is replenished until 10am or if that’s it for today and she did not know the answer for me.

At checkout I made the receptionist aware of all of these things, and let her know I was so surprised given my visit a month prior being so vastly different. The receptionist said she would have her manager contact me and that she would be able to refund my stay and probably put something on there for next time. This was all written by her on a hand written note.

I wait two weeks - no call. Speak to a different receptionist who pulls up my profile and there are NO notes on my account and no sign of my conversation at checkout out. She lets me know management will be in at 2:30 and would give me a call.

I wait two days , no contact again so I call and said manager is off on Sunday now. I asked realistically where is a real manager at, because im beginning to feel dodged and this is very unprofessional. She lets me know her regional manager will be in on Monday 10/22.

I am writing this review on 10/23 because clearly this establishment has no interest in connecting with their customers, has no interest in making repairs needed and a blatant refusal to provide minimal customer service.

Good location to the wharf and I really wanted to love it here but given this second experience and how no member of management wants to take any accountability, I guess we won’t stay again.

My email is available as well as my phone number provided numerous times if management wants to reach out...