Su Nido Inn | Downtown Ojai Hotel — Hotel in Ojai

This is a beautiful property and just a couple minutes walk to shops and restaurants . We were excited when we arrived to see how nice and what a great location, but issues started immediately..no cleaning, a rat, keys not working. There is no office on site, but is a mile down the road at their sister property, Casa Ojai. We rented a suite and two rooms for 8 nights, with one of the rooms that will connect. Our keys were left in the late arrival box, but we couldn’t get into the one connecting room. They dropped of the keys at 10:30 pm, but they didn’t work, so we couldn’t even get into that room the first night. No offer to credit us for that. Then the third night, we had a rat in the hood over the stove and it was trying to get through the hood filter into the room. We called and they came down, but were unable to get it. They draped a plastic bag over the filter opening and said they would send maintenance down in the morning. Well, the rat got through and we had to trap it before we could go to bed. They did come the next morning and cleaned the stove and kitchen area and said they would let the owner know, we never heard from the owner and issues continued for the remainder of the week. Keys stopped working to open rooms 4 different times during stay, Rooms should have been cleaned every 3 days. We had to ask after 4 days, and they didn’t even go into one of the rooms, against day 6, I had to ask for cleaning service again, and they never came for a 2nd cleaning. Finally, the night before we left, we were locked out of our room again, so I went to their sister property to get keys and complain again. They said owner would call within 30 minutes. No call, just an email apologizing and jokingly thanking us for catching the rat, and offering to waive our amenity fee and 25% off next visit, I insisted on a call. He seemed to have excuses for most of it and said he had to discuss all of this with his staff and would get back with me. Well, no call, just an email itemizing all our issues and his interpretation of them, as if he were discussing all of this with his staff. He offered to refund the one night that we had to catch the rat, which was one of the cheaper nights and $200 off for the lack of cleaning and the key issues. This is what he thought was appropriate after our spending $6,200 for our stay, and he hasn’t bothered to respond to my email or call me. I really wanted to like this place and be understanding, but I will never be back mainly because of the owner’s attitude and...

This is a beautiful property and just a couple minutes walk to shops and restaurants . We were excited when we arrived to see how nice and what a great location, but issues started immediately..no cleaning, a rat, keys not working. There is no office on site, but is a mile down the road at their sister property, Casa Ojai. We rented a suite and two rooms for 8 nights, with one of the rooms that will connect. Our keys were left in the late arrival box, but we couldn’t get into the one connecting room. They dropped of the keys at 10:30 pm, but they didn’t work, so we couldn’t even get into that room the first night. No offer to credit us for that. Then the third night, we had a rat in the hood over the stove and it was trying to get through the hood filter into the room. We called and they came down, but were unable to get it. They draped a plastic bag over the filter opening and said they would send maintenance down in the morning. Well, the rat got through and we had to trap it before we could go to bed. They did come the next morning and cleaned the stove and kitchen area and said they would let the owner know, we never heard from the owner and issues continued for the remainder of the week. Keys stopped working to open rooms 4 different times during stay, Rooms should have been cleaned every 3 days. We had to ask after 4 days, and they didn’t even go into one of the rooms, against day 6, I had to ask for cleaning service again, and they never came for a 2nd cleaning. Finally, the night before we left, we were locked out of our room again, so I went to their sister property to get keys and complain again. They said owner would call within 30 minutes. No call, just an email apologizing and jokingly thanking us for catching the rat, and offering to waive our amenity fee and 25% off next visit, I insisted on a call. He seemed to have excuses for most of it and said he had to discuss all of this with his staff and would get back with me. Well, no call, just an email itemizing all our issues and his interpretation of them, as if he were discussing all of this with his staff. He offered to refund the one night that we had to catch the rat, which was one of the cheaper nights and $200 off for the lack of cleaning and the key issues. This is what he thought was appropriate after our spending $6,200 for our stay, and he hasn’t bothered to respond to my email or call me. I really wanted to like this place and be understanding, but I will never be back mainly because of the owner’s attitude and...

Horrendous experience. Stealing of credit card information, bad service, horrible staff. - The rude Caucasian male staff at the office locked himself from inside during office hour, and scolded me for being late for check out. His attitude is impolite and unacceptable. - The hotel has ridiculous services. No room service no soap no sleepers. By check out time there was no staff on premise to help out. - This hotel has preposterous charge policy for late check out. Being a lifetime platinum for bonvoy and lifetime Hyatt globalist, I stayed in hundreds of hotels in my life. This one is the worst and the only hotel that charges late-checkout by the hour. And hourly rate is $50, whereas the daily room rate is $300. Such a punitive rate is willful (because they have your credit card information), illegal and immoral. - And it’s not like we didn’t pack. We packed all the luggage by 11:00am. We had a meeting appointment and needed to head out. The key card was dysfunctional (as has been always the case with his hotel’s guests) and we could not find any staff around the hotel to help with our luggage. Left no choice, we out our luggage outside the room and went for the meeting (in a coffee shop 5mins away from the hotel). We hoped to deal with luggage when we returned from the meeting. - We were not notified prior by the hotel there is penalty of light checkout, and certainly had no idea what to do if we cannot find staff to help us with luggage. - We returned to the hotel by 1:40pm, 2 hours 40 mins late from the official check-out time of 11am, checked out the hotel, and returned the key cards to the office, which was still locked from inside. - The picture shows our luggage was all packed by the door before we left.- I was charged $150 for 2 hours 40 mins late for checkout, amounting to $1,200 daily room rate, vs the real room rate of $400 for the day. - It is a rip-off to me, and a disgrace to this lovely town. The staff and manager who did it should feel ashamed. - I will certainly post the entire incident on TikTok and spread to the widest group possible to advise friends and strangers if staying away from this shameless and...