Beautiful hotel, poor service
We were not allowed an upgrade at checkin as an elite member, but told that we already had one. Yes, I had an upgraded room that I originally booked and paid for. When we needed someone to plunge the ... more
We were not allowed an upgrade at checkin as an elite member, but told that we already had one. Yes, I had an upgraded room that I originally booked and paid for. When we needed someone to plunge the toilet, I was told that they were not allowed in the room and we needed to do it ourselves. We were handed a very flimsy plunger. We also asked for towels to replace the towels used to soak up the overflowing toilet water, and were scoffed at by the front desk. We stayed multiple nights and were not told at check-in that our rooms are only cleaned if requested at the front desk, so after returning from the beach and stepping into a sandy, unkept room I called the front desk. When told of this policy, I asked for a broom or vacuum to clean the room myself and was told that the front desk does not have access to these things and maybe he could find a little broom. So I swept my room with a little broom as best I could. The hotel’s decor is beautiful and amenities are great, but if expecting good service, don’t stay there. less
Stephanie Valdez, General Manager at Best Western Plus Capitola By-The-Sea Inn & Suites, responded to this review
Thank you for taking the time to review your stay with us! I am so sorry to hear that you encountered all of these issues, as it is not our policy to not respond to our guest's needs. Please be assured that I will get to the bottom of these complaints and handle them accordingly. If you would like to offer more feedback or speak to me further, I look forward to hearing form you.