Best Western Inn — Hotel in Santa Cruz

The Best Western on Plymouth Street in Santa Cruz, CA. I called to complain about the bedding not have been changed. I noticed it at about 9:00 pm when I was going to go to bed. There were stains and hairs on the sheets as well as the pillows. Two of the pillow cases smelled like a man's hair products instead of laundry detergent and women's hair was stuck to one of them. It was gross. I called and was told housekeeping was not present at the time and when the front desk lady came to the room she said she did not know where all of the extra supplies were located. She brought one sheet and new pillow cases. She changed the sheet over the mattress and the cases but then placed the remaining old bed covers back on top of the new sheet which transferred some of the hairs back onto the bed. Completely defeating the purpose of changing the mattress sheet. Disgusting and unsanitary. They discounted the room $17 down from the original cost and called it the manager's special. She said the hair on blankets is common in hotel rooms because it gets trapped in the wash and they change the sheets every day. Apparently not because her explanation did not account for the smell, stains, or amount of hair. Never has this been an issue at my other hotel stays. Also, my coworker who was in a room down the hall who I called checked her bed and said that hers did not have these issues. Not once was I offered a different room that was the same as the one I reserved. I will not recommend this hotel to any of my coworkers who will be making this business trip for next year. I removed the old blankets and the hairs that had been transferred back onto the bed myself rather than call her back to complain again. I slept without covers on top of the new sheet. I kept waking up because I was so uncomfortable. It was awful and the less than stellar attempt to rectify the problem made it worse. The lady was polite but did not appear to believe me even after I showed her the evidence. The smell from the pillow cases was hard to miss since you could smell it as soon as you picked up the pillows. The customer service was lacking. I took pictures and plan on notifying their customer...

At one point I loved this Best Western, and stayed there about 10 nights in the past 3 months. I found all of the staff there to be very friendly and respectful except the one overnights/morning girl who had yelled at me that my name wasn't on my reservation (but it was), and i would have even been able to overlook this had the following issue never happened:

My last stay there was on 2/16/22 and I awoke to the Front Desk telling me I had overslept and needed to check out (it is 11:20 am).

I thank her, hang up the phone and proceed to gather my belongings. I have everything except my brand new iPhone , and scour the room for another 10 minutes. Gone. I remember how I had placed it on the dresser, conciously deciding to charge my secondary phone instead before falling asleep, because this one had lots of battery. I check my icloud account to verify and it matches. I call my phone, and it's off.

I run to the front desk, it is the lady with the attitude there, I proceed to tell her that my phone was stolen from inside my room , while I had been sleeping. She didn't deny this but offered to 'check the room with me ' and I oblige despite have just been doing that for 15 minutes.

As we walk towards the room she stops suddenly, and starts conversing with a male maintainence worker who I had never seen previous to this. I hear her from behind me say 'we are going to check his room because he's saying his phone is stolen..' while in the room I remind her that the phone had already been turned off, I said that you can look on camera as I had smoked a cigarette immediately before bed and the phone was in my hands.

She threw her arms in the air, saying she didn't know what to tell me. I report this to the BW rewards headquarters later that day. She was unable to get ahold of the hotel after a few tries, and I haven't heard a word from anyone since.

Imagine not being able to go to a hotel because the staff themselves are going to go into your room and steal your belongings. I had my phone for less than a month, these theives should be fired and I should...

We stayed one night here in January since we were evacuated from our house in the Santa Cruz mountains due to the high wind and power outages. We got to town late, around 10 at night, and stayed at the Best Western since they had rooms available and most other hotels were already fully booked. The lady at the counter at night was very nice, but said she didn't know whether we could have a late checkout and to ask the front desk in the morning. Seeing as we got there so late and were evacuated, a late checkout is the least they could do. In the morning we ask again, but the lady that time was absolutely rude and disrespectful and WOULD NOT give us a late checkout whatsoever. Terrible customer service. The room itself looked dirty, the carpet had multiple big stains of what looked like dried old blood. It was also SO loud. Around 6 in the morning we were woken up by a huge group of people talking and laughing so loud right outside. Maybe they were waiting for breakfast but it is not ok that they are right there talking in front of the rooms. We went outside TWICE to tell them to keep quiet since people were trying to sleep but twice they ignored us. We had to call the front desk to ask to send someone. RIDICULOUS. At that point we had barely gotten any sleep which was the only thing we wanted after being evacuated and were already feeling stressed. Safe to say we did NOT want to stay another night.

EDIT: we did NOT receive any single discount as the company claims below. In fact, we did not speak to any managers or request anything, we simply got up and left in the morning after the rude encounter with the front desk agent. I do not know where they get their facts from but it is FALSE. Instead of apologising, they claim I am still "full of resentment since it's been 3 months of my stay" when the fact is, I am merely trying to warn other guests of what they might expect and I simply forgot to write a review beforehand. Again, terrible customer...