La Cuesta Inn — Hotel in San Luis Obispo

Would have rated this 3 stars if it wasn’t for the horrible customer service. They ran our card before arriving, when we arrived, and the day we left. All three charges went through and we’re now going to have to deal with that with our bank. Our son left his favorite stuffed animal there - it took numerous emails and over a dozen calls to even get someone on the phone who immediately said “it wasn’t there” and she’s “been there since Monday & house keeping hasn’t given it to her” our stay was 2 days before she was even there. She was rude, didn’t even check for us, and didn’t even apologize for the fact it took us almost a week to talk to anyone. Hotel was so-so. At least it was somewhat clean and in a convenient location in relation to the college. However, I would never stay here again and wouldn’t recommend this place to anyone driving through.

edited to add Immediately after posting this review I got a call and they had magically found the stuffed animal I’d been trying to get them to search for for days. The woman kept laughing and said it was a funny story - it wasn’t funny, it was negligent and she was incredibly condescending and rude. When I told her I didn’t find it funny she hung up on me and when I called back she laughed about it. She told me I could stop by the front desk to pick it up. We live hours away and weren’t even close to the area anymore since it took them days to even check for it. I asked if I could be forwarded to a manager when she asked for my CC number so she could write it down, give it to the GM and have the GM give the number to the UPS driver to ship back the fox. I asked if I could send a shipping label and she kept asking for the CC number, I told her after my card was charged multiple times for the room that there was no way I would give her that info over the phone. She kept saying the GM wasn’t in and wouldn’t be in for at least several hours but then the GM hopped on the line less than 30 seconds later. He apologized and said I could email him a shipping label. I sent him a label within 20 minutes and it’s been 2 days and he hasn’t responded to the email and the fox has yet to be received by UPS. I feel like they over complicated something that would have been so simple to fix. Why couldn’t they have just checked when I called last week said “hey, we found it. Feel free to send us a shipping label” and have that be the end of it. Every time I feel like I couldn’t be more disappointed by their customer service, I somehow am.

edited to add…again It’s now been almost a week since I sent them the shipping label and have yet to hear anything from anyone at the hotel. No email back, no phone call. The fox still hasn’t been shipped and I’m getting angrier by the day. I really don’t understand how they’re still in business since they can’t even answer the phone or emails...

Most important thing first: I would discourage you from trying this place if you are chronically ill, disabled, elderly, young (talking to you, friends of college students! Dodge this bullet and sleep on their floor.). People of color be wary, as management is liable to call the police if they don't like your "tone." Also, not COVID-19 safe (front desk didn't even wear masks).

Now for the review: Two awful experiences here, one as a neighbor and one trying to get a room for a friend (in town for cancer treatment). The first experience, I came past with a friend on a walk and sat down for a water break at the edge of the parking lot--dude came out and got really aggressive telling us to leave. Second time the front desk was sort of friendly, albeit condescending, until they found out my friend was disabled--then threatened to call the cops if we didn't leave. (We told him to go ahead, but they never showed). Same guy both times, I believe, though the incidents were a year or more apart. Overall, this establishment is NOT safe for any travelers who are ill/disabled, elderly, young, or people of color. Would also not recommend to women, especially traveling alone. Probably safe if you are in middle age, White, and appear very affluent--just don't try checking in with grandma. I can't imagine the noise from the highway makes for a good night's sleep, either, and that's pretty much the only view available. Also note that the parking lot is partly down a steep hill (and, I was told, if you can't walk up it on your own, you won't be allowed to get a room). Visit went from not-friendly to openly hostile; I even avoid it on my ladies' walks. Nothing in reception but a bowl of mints. Place used to be a whole lot better, but that must have been...

Allow me to begin with saying that I have been to MANY MANY hotels all over the United States and the world. I often have great experiences and every now and then things don't go so well.

BUT this trip was different. My room was clean, my bathroom was spotless, and my family was happy.

We got in on Friday afternoon and were greeted with a smile at the front desk by not one two smiles; Braden and Micaela were total professionals. They welcomed us in and explained the hotel's amazing amenities: fantastic pool, FREE juices 24/7, Free coffee, FREE DVD's, Free WIFI, free business center access with free printing, and of course the FREE BREAKFAST!!!!

I have not had this good of a time in so long. The staff was so amazing. We needed towels at 11pm and Brook was kind enough to get all 12 of them. We needed Milk at 8pm and John was so kind to give us a glass. I AM so satisfied.

My wife asked me to go to the store to get water and I come to find that they have bottle water in the hotel free for guests. I mean is there anything better. YES THERE IS. My 2 year old spilled water all over our bed at 3pm and I came down to ask if they can be changed. Sebastian was kind enough to take care of that right away.

Lauren, the journalism major who is so kind, checked me out and I have to say she is so sweat and so wonderful. We chitchatted hockey talk for a min. So kind.

I have to say, MARIA and IAN have done an amazing job as the managers of this wonderful hotel. I WILL BE BACK AGAIN AND AGAIN.

I highly recommend this wonderful staff and amazing hotel.

--- ALSO shout out to Vicky and once more to BRADEN for keeping the place so clean with her...