Best Western Capistrano Inn

Convenient location to downtown San Juan Capistrano. Free parking available. Friendly staff. Rooms were clean when we arrived; did not get room cleaning service on second night, that was a bit of a surprise. Prepaid for rooms at reservation. less

Police came to try to get someone with guns drawn twice in the room right across from us and my family and I had to shelter in place. My wife and daughter were terrified thinking bullets would soon be coming through our room. No one from the hotel or Best Western tea he’s out to us at all regarding the incident. Very traumatizing! less

When deciding to stay here, I chose this place because it was relatively inexpensive, close to town, and a three-star hotel. Make no mistake: this place is not a three-star hotel. If you are looking for a two-star hotel, this is a great hotel for you, but for a three-star hotel, this simply isn't comparable to another Best Western. All the rooms are accessible from outside, like a Motel 6. At night (or even during daytime), it is definitely not very safe. When reading reviews before choosing the hotel, I read a handful of reviews referring to the safety, but because it was so infrequent, I decided it couldn't be that bad. It's really not great. To get to our room, we had to go through a narrow path that was not lit AT ALL, the perfect setting for getting robbed. As for the location, it is NOT friendly for people walking. On the way to the hotel, you need to cross where the I-5 meets the Ortega Highway. The light for pedestrian NEVER turns green. We waited for five minutes, and, after realizing it wasn't working, we went to the other side. That side's "Push to Walk" button was also broken, and the light did not turn green at all. We ran across, but, given that it is very busy, we happened to get lucky. I would not feel safe bringing a family across such a large and busy crosswalk while traffic is not stopping. While it is the cheapest hotel in the vicinity, I recommend arriving early during the daytime, and bringing your car: this place is NOT pedestrian-friendly. less

This is my second week staying here while my house is being remodeled. And compared to the popular hotel I was previously staying at, I prefer BW San Juan Capistrano Inn much more. The rooms are clean, quiet and comfortable. It’s conveniently located near downtown and close to the freeway as well as Tesla charging stations. Tim at the front desk was very accommodating and polite when I booked my stay. Cleaning crews have also been helpful and kind. I highly recommend this motel, great stay for a good price. less

Terrible Experience, beyond surreal that someone would act this way. I started packing yesterday to realize that i had accidentally booked the hotel for the night before. It was an honest mistake I made with one click of the button, just the day before. So I called the hotel and explained it to them, but they told me I had to talk to Expedia. For the next two hours, I was on the phone with Expedia and the GM of this Best Western, Jay. After awhile, Expedia told me that the GM declined to accommodate me in any way. So I called the hotel back and asked to speak to the GM myself. I was transferred to someone who claimed to be the GM, but wasn't. Finally, I was forwarded to the actual GM, Jay, who was already livid before he took the call. Jay informed me that he did not care that I had made the mistake. He lied to me that he could do anything to help me in correcting the mistake. He was dishonest in telling me that only Expedia could help. He lied to me in that Expedia wasn't being honest with me. I said to him, "This was an honest mistake." And he said, "And you're paying for it." I had nowhere to stay now. Basic common decency would want you to assist someone in making someone feel they got something for your money, but not the Best Western of San Juan. I finally said to him after he admitted he was being dishonest, "So you're telling me that you can help me, but you refuse to. Is that correct?" "Yes, that's right." Never in my life have I dealt with someone in the hospitality industry like this. His callous and greedy attitude do not belong in this industry. The GM let me know that they had plenty of open hotel rooms that night and the night before. However, I would not even be offered a discounted room. I asked him how he would feel if he were in my shoes. He let me know that he would never make the mistake I did and therefore would never be in my shoes. Great. We ended up staying at the local Marriot, where they treated us very well. I explained to them our situation and they were empathetic. That was all we needed This was a truly awful experience to be treated this way. What did they want? For me to get down on my hands and knees and beg. That's honestly what it felt like. I made an honest mistake anyone could have made and the GM of this hotel took pride in showing me the cost of mistake. He admitted lying to me. He refused to accommodate a paying guest and treated me like trash. "And now you're paying for it." He said. Yep. And now I'm going to make sure as many people as possible know about my experience here. less