San Luis Inn and Suites — Hotel in San Luis Obispo

DO NOT STAY HERE!! Unless you want them to steal your money... Stay at ANY of the other hotels in this cluster... There's BUDGET INN across the street- they have bigger beds. DOWNTOWN SLO INN and OLIVE TREE are very nice. All about the same price... ||My husband and I, frequently came into SLO for work and used to stay here all the time before new management. Prior management was kind and easy to work with. We couldn’t say enough good things about them!! Fast forward about a year and a half later, we came into town and decided to get a room again for old time sake… HUGE mistake. Should have known it was going to be a nightmare when they called us for an ETA. They we rude and curt on the phone but we brushed it off. We check in, go out, everything is fine. In the middle of the night we needed an additional room so we booked it through booking.com, just like we had for our first room. The reservation was under my husband’s name but the new manager wouldn’t let me check in even though we have the same last name and I used MY credit card. And… she had already checked his ID for the first room, but I digress. I asked if I could just cancel the reservation and rebook under my name but she said no. She told me to deal with booking.com before shutting the window on me. Literally slamming it… mid-sentence. Needless to say we didn’t get the additional room even though we paid for it. Causing a MAJOR inconvenience. In the morning we found out we were staying an another night because one of an ill relative... so I thought since we didn’t get the additional room we had paid for, I could change the date on the reservation and not have to pay again. That was easy to do on booking.com. I didn’t get an approval so my husband and I went down to the window to ask about it. WITHOUT EVEN LOOKING at the computer, the manager said she never got the request. Absolutely RIDICULOUS!!! She didn’t even fake it, never broke eye contact. Still, call me dumb, we booked another night at the window. She ran my husbands card and immediately after he paid, she brought up the prior night again and accused me of “waking the whole building up (there’s two cars in the parking lot mind you) and arguing with her for 30 minutes.” She literally HARASSED my husband. Of course he was upset, she waited until AFTER TAKING OUR MONEY once again to get HOSTILE? Ultimately she told us not to come back. AFTER we rebooked. She didn’t need to tell us not to come back because we never would!! We have never had such a horrible experience with hotels and we are frequent travelers. Elite members on booking.com and HotelTonight. I called Booking.com who was so easy to deal with! They confirmed all the manager had to do was cancel the additional room in the middle of the night. They then said we could get a refund, just had to start it by requesting a cancellation. We got confirmation that booking.com did their part, but the manager REFUSED to respond. My husband called Booking.com after 24 hours and while he was on hold the manager actually told the representative that they accommodated us!! THAT IS WHAT YOU CALL THIEVERY. The issue was escalated to bookings finance department and once again they LIED and said they accommodated us for the additional room. Now we are out money for a room. ALLL the manager had to so was cancel. This situation has been so frustrating and appalling considering how much we have stayed here. If the owner is reading this, there’s a reason it’s empty on a Saturday. Fire this manager. -From a...

Tawni kelley. Absolutely horrible stay. The paint on the inside is literally falling off. The showerhead was leaking with the faucet on because they were missing the lever to switch the settings. They screwed one of the dresser drawers closed instead of fixing it. The sink was clogged. We have a family of five with two school aged kids and a baby all of which was approved before the stay. I spent the morning of my second stay there wiping up all food that my baby had accidentally fell on the floor so that the housekeeper would have an easier time servicing the room. I used the rag myself to wipe up the food by hand. I used to be a housekeeper myself so I was going above and beyond to make sure the staff had an easier time. I bundled up all the towels in one place. I bundled up the sheets so that it was easier to grab. All the trash was in one place. We couldnt have made it more pleasent for them. When I was turning in our key they told me to make a reservation somewhere else which was confusing to me at first. I wasn't planning on staying another night. I asked them for clarification. Then they said our room was filthy. The housekeeper said that there were vomit on the towels. No child or myself or my husband had any vomit anywhere. I explained I have a baby. I dont know how they expected the towels to have no food on it. I was so blindsided by these false accusations that I told them that they had nothing to worry about we would not be staying there again. Please anyone think twice before staying here. My mother in law also stayed about a month back and because they paid cash they told them that they wouldnt be getting their deposit back if they allowed any visitors over. I dont know of anyone who visits a place and doesnt at least have one person to come see them. If a hotel doesnt want to clean up after people or have other people come visit then they should just turn it into an apartment building rent out to their family and then it will be the way...

Terrible management/service. We stayed overnight Nov 2nd to Nov 3rd while visiting family nearby. Room was comfortable and clean. However, when we checked in I asked for the latest checkout time, which the woman (I assume is the manager?) said we can check out at 11:30. Morning arrives, and house cleaning knocks at 11 saying it's checkout time. I talk to him, saying we were told we had an extended checkout time at 11:30, and he left. This was fine, I understand house keeping may not know we had an extended checkout time. The problem is the woman who checked us in and said our checkout time would be 11:30 the prior night came knocking at 11:23 saying "it's checkout time", which I responded by reminding her of our 11:30 time. She says "well thats not much time from now" and eventually left.

Again, housekeeping knocking at 11 was fine, but my partner and I were not happy to be badgered like children by the woman/manager 7 minutes before our checkout as we were getting dressed and finishing packing. So as we left promptly by 11:30 like the grown adults we are, we went to the woman/manager to let her know we didn't appreciate her knocking 7 mins before we left. We were hoping for her understanding and to be receptive/apologetic, but the woman/manager didn't even try to take our feedback/complaint calmly and instead immediately yelled/raised her voice at us. We emphasized that we weren't upset at the housekeeping for knocking at 11, but at her for knocking at 11:23, but she just continued with her raised voice about how "it's not a big deal, it's not a big deal".

The customer service here, especially from this woman, is very childish and not professional. And after a comfortable and enjoyable nights stay, this place now gets a 1 star review and lost our returning patronage. Learn to not yell/raise your voice at your customers when they are giving feedback, or get new...