Four Points by Sheraton Santa Cruz Scotts Valley — Hotel in Scotts Valley

Never stay here if you're coming for a special occassion or if you're coming in a group (specifically a wedding).

My now-husband and I personally called, toured and even stayed at Four Points by Sheraton Santa Cruz/Scotts Valley (FYI it's not Santa Cruz) to scope it out for our wedding guests to stay after our wedding in Los Gatos. We did this more than a year prior to our big event.

The first time we met Frances Hester, she showed us a second floor corner room where the bridal suite would be located with the best lighting for makeup and video/pictures. She showed us the joint rooms nearby and said we would all be on the second floor so we would have a nice view of the courtyard below.

We paid all our deposits and signed contracts.

The hotel then changed GMs. Ultimately Abbey Walker began emailing with us. Communication, particularly billing and waiver signing, was frequent with her months and then days before our wedding.

I had no way of knowing there was a complete lack of communication among hotel staff.

Turns out, none of that planning existed when we showed up.

The front desk was unaware of our wedding party's stay and started putting our party in random rooms on the 1st, 2nd & 3rd floors.

Abbey Walker came out and looked completely confused saying she had "no notes" from Frances or from the multiple GMs the hotel had. The staff on site, other than Abbey, had no idea we were celebrating a wedding. Frances Hester later said on a call they should've been informed. They weren't.

That felt terrible; I don't know how else to describe it, especially at that point of the wedding process and with all the emails I sent to make sure they were prepared.

During our extended bar rental Thursday evening, the staff was rude. To be fair, our group was not quiet and at times were singing as a group celebrating the wedding. Immediately I would tell my group to be quiet and respectful of other guests but when the overnight manager came over, he was rude and did not provide one polite request based on my observation.

My guests also communicated to me the bartender was rude and complained about having to work, which is completelyunprofessional. They said he expressed wanting to go home. We had two guests bring out a white claw from their rooms, which is prohibited. Instead of kindly reminding me, the bride, to reiterate this rule to my guests, the bartender went straight to threatening to shut down the extended bar event. This while situation was handled poorly by staff.

This is not as major, but prior to all of thix, Abbey had emailed me just 24 hours before check-in sayinf due to staffing issues there would be no breakfast for any of our wedding guests. I still don't understand how this hotel could be so underprepared with no staffing backup plan when they had a years notice.

I would have respected a heads up so we had the opportunity to find a better hotel.

The communication was awful. Abbey emailed all this last minute (when I was heading to my wedding rehearsal) when. I believe, a call was more appropriate.

It was only when I called Abbey and asked she attempt to be more solutions-based did she offer a complimentary breakfast (yogurt & bagels) the next morning and comped our one room a night for the inconveniences.

It was clear to my husband and me at that point, Frances and the Four Points Scotts Valley team had given us a sales pitch the year prior and that was it. There was zero effort to accomdate this wedding group's stay even with a years notice.

Money aside, this tainted our wedding weekend. What made things worse, it was all completely preventable.

I understand we are in a pandemic and staff are getting covid, but that doesn't explain the multiple, systemic communication failures.

Wedding couples, I would pick a different hotel for your wedding party/guests, unless this...

I am not typically one to post public reviews as I prefer to reach out to management directly to give them the opportunity to rectify my experience. However, I have been waiting days for a response from their management team and have gotten no response, so here I am. I want to first say the property itself is lovely but the biggest let down was customer service property-wide. The check in process was short and uninformative. It is also very clear the front desk agents just sit in the back office and watch a camera to see when guests approach the desk which is very unprofessional in the guests eyes, especially on a busy Friday evening (we arrived around 6pm for reference). Once I got into my room I was opening some of the drawers and found a bag of trash in the bedside table. This was a huge let down and leads me to believe housekeeping is not thorough in their cleaning process. I brought this to the front desks attention and she apologized but did not offer much further upon that. At the same time I confirmed restaurant and bar hours with the front desk before heading out for dinner and she confirmed that food was served until 9pm and drinks until 10pm. We returned to the hotel at 9pm and decided to go to the bar for a drink. The bar was full with only two stools open when we sat down at 9:10pm. We asked the female bartender for a drink menu and she responded "We did last call at 9:30pm" I responded that the current time was only 9:10pm, she then proceeded with "oh, well its been a slow night so we are closed now (with attitude)". Again, there were only 2 seats left in the bar so not sure how this is considered a "slow night" for the bar. My partner and I then decided to just go out to the firepits on the courtyard to try and enjoy the rest of our evening. Only a few moments after getting situated we noticed the front desk agent was sitting out at a fire pit across from us with a group of her intoxicated friends. She sat with them for over 30 minutes gossiping about personal matters that we could clearly hear, which was inappropriate since she had just checked us in only a few hours prior. Not long after we left the bar we could tell the other guests had been asked to leave the bar as it cleared out pretty fast. Around 9:40pm we proceed to watch the bartenders turn out the lights and watch a movie on the bar TV. This was a huge disappointment and quite frustrating for us to watch since we were turned away. When I checked out the next morning I requested to speak with a manager but was informed they had a few new managers and none were on property at the time, nor did the staff have emails for them. I left my information behind and was assured I would be contacted shortly by a manager and still have not had any out reach after several days. Huge let down, would not consider going back until management makes customer service a priority around...

We are currently staying at this hotel and are completely frustrated with their front desk staff. When we checked in last night there was a LARGE party going on in the lobby watching the fights. The gentleman who checked us in was apologetic, promised the party would be over by 9:30pm, and even offered complimentary drink vouchers (we don’t drink so we didn’t take them but appreciated the gesture). On top of loud party, they explained that the king room we had a reservation for had been given away since they were overbooked and all that was left was a 2 queen room… right by the loud party. Frustrated, but tired, we felt we had no other recourse at the time, and decided to try to get some sleep (with the help of a very loud sound machine to attempt to drown out the party that didn’t end until 1am!) The following morning before we left for the day we asked the front desk if we could swap rooms to another floor to 1) avoid noise and 2) get the king room we reserved. They told us they couldn’t promise anything until other folks checked out so that they knew what was available. They asked us to check back after we got back to the hotel and they could help us then. After a long day, we returned to the hotel and asked the front desk if they were at capacity for the night and if there were any king rooms available. They told us that they have plenty available, so we explained the situation and asked to change rooms. They refused (even though they have rooms available) and got very rude about things blaming US for not asking to change rooms when their cleaning crew was available. They said it was our fault for accepting a room we didn’t really want in the first place and told us we should have refused the rooms if we weren’t happy with them in the first place. What?!?!?? It was all they had left! Fortunately I ended up taking video of how incredibly rude and unprofessional Miguel and Leona were. After going back and forth for a while about why they refused to give us the rooms we reserved (and instead gave them to people behind us checking in since they had “a new reservation”) they accused us of being intoxicated (remember the voucher situation from above? We don’t drink) they kept going in circles as to why they wouldn’t just give us the rooms we reserved. We asked to speak to their manager since they weren’t making sense and they handed us a card of someone we could call tomorrow. We check out tomorrow. Ugh! Super unhelpful! Why even make reservations?? Don’t bother making reservations for this place. Best case scenario they’ll take your money but won’t give you what you reserved, worst case there will be an all night party going on right outside your door. What a disappointing stay! And even more disappointing...