Best Western Plus All Suites Inn — Hotel in Santa Cruz

Visited June 28th - June 30th. Booked online through Expedia, traveling with our kids and specifically asked for rooms next to each other. The location messaged and said no problem. This trip was extra special since I survived a scary event with my heart (I am now wearing a heart monitor) and it was my Son's 10th birthday. When we arrived they did not have rooms for us the staff was scrambling to find rooms. Which tells me the hotel was overbooked. The Operations Manager came to "help" and double charged my bank card tieing up my money for the weekend. Another customer came while we were checking in and complained about a backup in the bathroom of one of the rooms. Then they "found" two rooms for us on the 2nd floor, but the rooms were a door away from each other. We were tired and traveling with 4 kids so we took the rooms. We noticed a faint smell, unloaded and went to eat. Came back and the stench was horrible in the hall and in our rooms. So bad my 10 year old started throwing up. It smelled like sulfur and rotten eggs. It was so bad people from the other side of the floor were advocating for us when we were asking and then demanding to be moved. The other guests felt so bad they bought my Son gingerale to help settle his stomach. We were finally given rooms down the hall and around the corner from each other. By that time it was well after 12am and our kids were tired, cranky, and not feeling well. One of our new rooms was dirty - sand in the bed, hair (not from the head) in the tub, and the floor was so dirty my feet looked like I had already gone to the beach. No energy left, we accepted the room and went on with our weekend. Unfortunate we had such a bad experience because the hotel looked nice, rooms were spacious, and had a decent breakfast selection. What made the trip for us was your employee Samantha. When she heard about our ordeal she felt bad for our 10 year old since this was his birthday weekend, she gave him a gift. Such a kind considerate and caring person. I'd visit the facility again just because of Samantha. She had no clue of the health issues I was dealing with and made a choice to be a kind person just because. Would have been 5 stars but too...

I have been staying at the Best Western All suites hotel in Santa Cruz for the past 8 years during the 4th weekend in July for the Wharf to Wharf race. I normally enjoy my stay, but this year was not good at all. I am a Gold Rewards member and booked the room months in advance. When I requested adjacent rooms, the hotel staff immediately said "we don't have adjacent rooms. What do you mean by adjacent?" It was a bit rude that I got an answer without the staff member understanding what I was requesting (i.e. I knew the hotel did not have adjoining rooms so I requested rooms next to each other). When we finally checked into the hotel, se were placed in non-adjacent rooms (I understand requests cannot be guaranteed, so I was okay with that), but both rooms were right next to the kitchen. We were travelling with an infant, so I had requested if we could be placed away from an elevator so that it wouldn't be too noisy. I guess the hotel staff also did not understand my request.

The breakfast area and lobby are really nice (hence, 2 stars in the rating above), but the hot tub was filthy and the jets were not working. I would have thought that with the amount per night charged at the hotel, we could at least get a decent soak in the hot tub.

Checkout was at 11 am, but at 10:40 AM, housekeeping staff were already knocking on our door. We checked out on a Monday, and I'm previous years, we were never bothered until we actually checked out from the front desk. I wouldn't have minded, but this time I was in the middle of nursing, so privacy would have been appreciated (we also had the do not disturb sign on the door). When I finally checked out, it took almost a half hour. I was asking for a printed receipt and credit for a gift card I used, but that seemed to be impossible. The front desk staff merely said, that they have a new system. I guess training was not done appropriately. It has been a week and I still haven't gotten my online receipt. Like I said, I normally stay at this hotel for the event and I have enjoyed staying the past 8 years, but after this experience, I will be looking for another hotel...

I stayed at Best Western Inns in Santa Cruz Saturday, September 25th. The entire appeal to your hotel was the two bedroom and two bathroom king suite. I was celebrating a 14 year olds birthday and wanted to supervise them, while also giving them appropriate privacy. However, when I arrived Saturday at 10AM I was verifying my reservation, and not even trying to get into my room yet but gain a parking pass.  Vanessa was working the front desk and extremely rude. She said checking our reservation was not allowed and we must return at 3PM. She gave us a temporary parking pass but did not even confirm we were an actual guest or catch the issue of our overbooked room. We left for the day and when we returned just after 4PM we were at this point told the room was not available and overbooked.

Seeing as though I have made this reservation a month in advance, pre registered the day before, tried to check in/verify early this Saturday morning, and was told this room was unavailable I was asked to have two rooms which I was highly against for teenagers. The other Best Western in town has a pool and we would have stayed there for almost half the price with two rooms. This was extremely frustrating seeing as though I was proactive throughout my reservation process. I did not want the two rooms. The appeal was ONE PRIVATE SUITE with two rooms. We didn’t have an option at this hour to find reservations elsewhere.

Therefore, having no other choice we accepted the rooms.  I am highly disappointed in my whole experience with this Best Western. I would like to be reimbursed for a portion of my stay as I could and would have stayed somewhere cheaper.  I am a valued rewards customer and I am highly disappointed in your customer service. Why was I never notified ahead of time, especially with all my check ins along the way? I could have cancelled my reservation and chose another location.

I asked for the manager to contact me, never happened. Even sent an email directly to the manger, no response.

Horrible...