05/11/2019 stacybirnie, Eureka, California
Its disappointing to write this review but here it is. It seems part of this hotel has been renovated and part has not. The part that is not should NOT be rented to anyone! ANYONE! Full disclosure I w... more
Its disappointing to write this review but here it is. It seems part of this hotel has been renovated and part has not. The part that is not should NOT be rented to anyone! ANYONE! Full disclosure I was using my points (therefore considered a free night) with that I dont expect to get a premium room. However, I do expect to get a clean room in good repair. At check in I was given room 222. The location was poor, that could be overlooked.... the condition of the room could not be. There literally was paint peeling off the walls..... in multiple location. Cigarette burns marking multiple pieces of furniture (this is a non smoking property). The stains on the carpet were so many I didn't bother to count. I stood there stunned, I honestly could not believe this was a Best Western hotel let alone a plus. I went to the desk, tried being as cordial as possible explaining that I could not stay in that room. Initially the clerk said that's all she had and I almost walked away but I just could not imagine staying the night in that room, it really was that bad. I just had to tell her strait out , I'm not staying in that room, and it shouldn't be rented period it's unacceptable. She reluctantly put me in a different room ..... room 333. This is the thing, 333 was a beautiful room it was like night and day, a completely different hotel .... I couldn't believe it. BUT what really irritated me is clearly they know the state of their rooms. Management is lacking if they think its acceptable to rent a room that has paint chipping a peeling from walls, cigarette burns all over and a carpet so stained it was unbelievable. That initial experience affected my view of the entire stay, that first impression is what I remember not the nicer room (I basically had to stand my ground to get.) It shows lack of overall care and I won't be staying there again. Side note: the lack of cleanliness on the entire ground were evident, there was litter everywhere and this is an indoor property. less
paigek1229, Manager at Best Western Plus All Suites Inn, responded to this review
Hello and thank you for your review of our Santa Cruz hotel, I apologize for the unacceptable experience you encountered during your stay at our hotel. we understand that some of our rooms are in need of an update and are currently preparing to make those updates in early 2020. I hope you will give us a chance in the near future to provide you a better experience of our hotel.