The Cliffs Hotel and Spa — Hotel in Pismo Beach

Update: just noticed a pair of slippers are missing as well. I called the hotel and they said it’ll be shipped with my blanket. Hopefully that’s the last thing that comes up missing from here. This all could’ve been avoided had housekeeping not come into the room while we were still checked into the hotel to clean it out for the next guest.

My fiancé and I chose to stay here this past weekend for an appointment we had on Sunday to view our wedding venue. We loved the hotel and staff. We were greeted with champagne upon arrival by Jake, and even had a complimentary bottle sent to our room the first day. We really enjoyed our stay and were considering staying here for our wedding, but after our experience we‘ve changed our mind.

Everything was great up until the last day. We had requested a late checkout since our appointment was later in the day, which the hotel kindly gave us. By 10:30 am we packed our bags and loaded our car to have ready, leaving a blanket in the room with plans on returning to rest before the appointment, and headed out for breakfast. The front desk was aware we were returning for our late checkout at 1pm. We returned around 11:40 (20 minutes before standard checkout) only to find housekeeping in the room finishing up cleaning and getting it ready for the next guest to check in. We told her that we haven’t checked out yet and she told us the front desk told her we did, which front desk denied and apologized for. We grabbed our unopened drinks that she cleaned out from the fridge and had sitting on top of the counter, the rest of our food was thrown away already by her, and we left. We didn’t get the late checkout we originally asked for, let alone the standard check out time.

We got home later that night and noticed we were missing the blanket we had left in the room before going to breakfast. We called the hotel and spoke with Rocky, and he said there is nothing in the lost and found and told us they will check with housekeeping in the morning because sometimes they “hold onto lost items”. I called back this morning to follow up and spoke with one of the managers at the front desk, I can’t recall her name, and she told me she would check. I received a call back an hour later saying it was found and asked if we would be in the area soon or if we would like it shipped. I told her we won’t be back until April for our wedding and if they could ship it that would be great. She then asked if the card we have on file is okay to use for the shipping fee. I asked why we had to pay for the shipping fee and her response was “because you are having it shipped instead of picking it up”. I told her if it wasn’t for housekeeping coming in and cleaning our room (and removing the blanket) , we would have never lost it nor left without it. She then said she would talk to someone about waiving the shipping fee.

It was unfair to us that we had to leave before standard checkout time due to housekeeping and the front desks miscommunication. It’s also ridiculous that we were expected to pay the shipping cost for our blanket that housekeeping took from our room while still being checked in to the hotel.

Hotel was great and we thought staff was too, but if this is the way they choose to resolve issues and expect us to pay for mistakes made on their end, we won’t...

I booked a 2 queen Cliffs Signature room. Upon check in the woman who worked the front desk was very brief and unwelcoming. I asked her if valet was included with our stay and she told me it “might” be.l so I was left confused. When my family and I walked into our room, it immediately smelled like sewage. We found that the bathroom had a strong odor of sewage and we can hear stomping, running and screaming from the room above us.

We decided to try to ignore the issue and went to dinner at Marisol. While there our meals were all over overcooked and unbeknownst to us, an 18% gratuity was charged to our tab for our party of 4. Had I not been more careful at checking my receipt, I was going to add an additional 20%. This felt very underhanded. My family and I were extremely bothered by the smell of sewage in our room, I went to the front desk to ask if anything can be done. I was told there were no other comparable rooms available but I can be switched to a 1 king room with a pullout sofa for the night and be switched to a 2 queen room the following night. I was also informed that the rates would be adjusted for the room type and was given two, $25 vouchers for marisol ( which covered the 18% gratuity that the server went ahead and applied to the tab without telling us).

When we got to our new room , the package of q-tips on the bathroom counter was opened and used. When we pulled the sofa bed open, there was a random construction screw lying on the mattress. My family and I were exhausted so we tried to make the best of it and chose to ignore those issues. In the morning we decided to stay in our current room and forego switching to a 2 queen room to avoid extra hassle. We went down to the front desk where the girl working told us they had no plans to switch us anyway. When I asked her about the rate adjustment she proceeded to tell me I was already receiving lower rates. I was confused because her comments were not consistent with what I was previously told. She was condescending & rude.

After a day in the beach, my family and I returned to our room with the door ajar. We weren’t sure how it happened and we still don’t know. Nothing was missing from our room but the incident was suspicious. We concluded that it puke have either been housekeeping or the door may have popped open on its own as we found the nobs were slightly faulty and required additional strength to completely close.

The staff here did not provide the level of customer service I’d expect at a hotel of this “caliber”. They were dismissive and unwelcoming from the start. The only time we had good service was when we decided to check out in the middle of the night.

If you’re looking for a relaxing vacation with clean rooms and friendly service, I’d recommend you save your money and stay...

From the moment I stepped through the doors of Cliffs Hotel & Spa, I was encountered an atmosphere of warmth and hospitality. However, it was my interaction with the front desk staff that truly stood out and left an indelible impression on me. In particular, I would like to highlight the exemplary service provided by one of your staff members, Mia.

Mia's professionalism, attentiveness, and unwavering commitment to customer satisfaction were nothing short of extraordinary. From the outset, she greeted me with a genuine smile and made me feel instantly welcome. Despite the busyness of the front desk, Mia took the time to listen to my inquiries and address them with the utmost care and attention to detail.

What truly set Mia apart was her willingness to go above and beyond to ensure that my stay was as enjoyable and seamless as possible. Whether it was providing recommendations for local attractions, assisting with restaurant reservations, or promptly attending to any requests I had, Mia handled each task with grace and efficiency. Her thorough knowledge of the hotel's amenities and surrounding area was invaluable and greatly enhanced my overall experience.

Moreover, Mia's genuine kindness and warmth were evident in every interaction we had. She took the time to engage in friendly conversation, making me feel like more than just a guest – but rather, a valued member of the Cliffs Hotel & Spa family. Her genuine enthusiasm for her role was infectious and left me feeling uplifted and appreciated.

In today's fast-paced world, where customer service can often feel impersonal or transactional, Mia's approach was a breath of fresh air. Her unwavering dedication to ensuring the satisfaction of every guest is a testament to her professionalism and the high standards upheld by Cliffs Hotel & Spa.

It is clear to me that Mia is not only an asset to your front desk team but also a shining example of the exceptional service that sets Cliffs Hotel & Spa apart from its competitors. Her passion for hospitality and commitment to exceeding expectations embody the spirit of your establishment and leave a lasting impression on guests like myself.

Great job to the staff at Cliffs...