Best Western Plus Encina Inn & Suites

(Foreword: I sent this letter to the Santa Barbara Hotel Group from two different emails two weeks ago and waited for a response before posting this review. Zip. Zilch. Nada. The Encina itself sent me a canned response of "next time you come we hope your experience is better." This was my experience at the Encina Lodge August 7-9, 2020. We as a family have stayed at this location many many times before over the years as it is always a reliable place to lay our heads. However, I was appalled at the lack of safety measures and also the corner cutting on amenities during this pandemic. First, why is there no contactless check in? I stayed at two separate hotels in the days leading up to this stay and both offered touch free check in AND checkout. Why not a big chain like BW? When I entered the lobby to check in both of the people behind the counter were not wearing masks. One was on the phone and the other filing, and she put her mask on to come help me but I couldn't believe they were sitting next to each other on the phone at the same desk mask free. How many spoken particles were in that room when I entered? I had to pass my credit card for check in (really? I gave it online?) and received my keys. When I remarked "oh, second floor?" The receptionist laughed and said: "You said you wanted quiet, but it's near the pool, so, um, yeah." Whatever that means. Speaking of the pool, there was no cleaning of chairs, no spacing the tables and lounges for social distancing, and no limits on numbers of people entering. At the other hotels we used they had a schedule and slots to sign up for the pool to limit interactions. They wiped down chairs between guests. Best Western doesn't have enough workers to wipe down surfaces during this health emergency?? When we entered our room (259) the cleaning staff were finishing cleaning next door and we asked them where the pull out couch sheets were. I was surprised that we booked the room for three people and the couch was not made up already. I have to make up my own beds in a hotel now? They told me they were in the closet (they were not... I had to call down to get some delivered) and what they delivered was a sheet and the thinnest coverlet I have seen. Like a throw. I dug through all the drawers (all empty). No extra pillows for the beds, nothing. I attempted to nap on the fold out couch the next day with my daughter and was shocked at how saggy and terrible the bed was. I actually apologized to her and told her I'd never put her on that bed if I had known. The "full kitchen" advertised had so little amenities as to be laughable. No nonstick pans (how do you make eggs with no nonstick pans?) No wine glasses, no tea kettle, no water pitcher, the tiniest 8 inch cutting board. It took several minutes to find the light switch buried behind the microwave. No way could I have cooked more than the grilled cheeses I did. The ants started to pour into the room the moment we put a wrapper in the trashcan (through a crack in the ceiling of all places) and we fought them the rest of the days we were there. The bathroom showered was so clogged with calcium that it sprayed everywhere and the automatic motion sensor light that blares on when you enter the bathroom is obnoxious. It is perfectly easy to flip on a switch should you need light. The air conditioner was ancient, and only in the living room. It was impossible to run it while you slept as the creaking noise was deafening. The bedroom was at least 15 degrees hotter and didn't have a fan nor did the television work. The carpet was stained and bathroom counter chipped. Everything seemed in poor repair. Again, we had to face to face check out and AGAIN when I walked in employees were not wearing masks. They slipped one on to help me, but I was so disappointed. We didn't even bother to complain. We left knowing we will never return. After all the years we've stayed with you, this was an utter disappointment on so many levels. From basic room repair to simple health measures. Fail. Sincerely, LD less

Stayed here for a family reunion for a week. The largest group booked a townhome, which was great so that we had a full kitchen- gas stove, full size fridge, garbage disposal in the sink. The kitchen came with tableware, silverware, pots and pans, and many of the tools we needed, as well- spatulas, large spoons, mixing bowls, even a wine bottle opener! With the large living room and the outdoor space, it was a perfect gathering space for all of us. I stayed in a separate room with a view of the pool- the bed was very comfy, shower had good water pressure, and the balcony was spacious. This was my first time staying in a hotel since COVID, and I was really impressed by how diligently the staff worked to keep public areas and rooms clean- I felt comfortable the whole time. Also, the property has lovely flowers outside the rooms that made me happy every time I saw them. I will definitely stay here again! less

My family and I stayed here for a week and we are so happy we did. Everything was very clean and we loved the peaceful feeling of the place. The front desk staff were helpful and my kids loved the swimming pool. I would definitely recommend. Also, the on-site restaurant has great food! less

We stayed here last year for the first time and came back and stayed 4 days, great location and the staff we very friendly. The room was very clean and had just recently been updated. We will definitely stay there again on our next visit to Santa Barbara less

Unlike many hotels, we were able to have a room with two bedrooms, one bathroom, the kitchen, a dining area and a big living room. It was very spacious and pretty clean. The kitchen was quite small and not particularly well stocked with utensils. The staff were very polite and courteous. On the downside, we stayed for three nights and they never cleaned our room. However, they promptly provided fresh towels upon request. Also come out the bed was supposed to be a queen but was quite small and very uncomfortable. And if they tell you that the restaurants in State Street are within walking distance, that is only true if you believe that 2 miles is a short walk. The pool is very nice and the deep end is 8 feet. They will give you pull towels at the front desk. Parking is readily available and is free. All in all, a good experience although it could have been better. less