Nice hotel, nasty people and policies
09/02/2017 donyas654, Santa Cruz, California
The customer service is horrible at this location. They seem very put out when asked any questions or basic service over the 2 days I was there. The front desk personnel were extremely rude when it ca... more
The customer service is horrible at this location. They seem very put out when asked any questions or basic service over the 2 days I was there. The front desk personnel were extremely rude when it came time to check out. I had requested a late check out (Noon instead of 11am) The front desk agent called the room at 11:55 demanding we leave the premises by 12:01 or we would be charged $50. At no point had I been forwarned of the exorbanent rate of $50 if I was not 100% out by the time provided. I was in the process of taking my baggage to my vehicle at the time and was done at 12:15. When I questioned the rigid policy she threatened to call the cops on me and my 11 year old daughter who had originally taken the threatening call and was in tears. When I asked for a copy of my rental agreement upon checking out the $50 was included under "misc" and the rates had increased from what I had originally signed for. I could not find ANY notices posted that referred to these charges being policy. There was no point arguing with her and "management" was unavailable so I will be refusing the charges. I will NEVER stay here again and strongly advise you keep looking also. Quality inn Ben Lomone, Inn at Pasatiempo, Hilton Scotts Valley are all superior to this place. less
BWSCOTTSVALLEY6020, Manager at BEST WESTERN PLUS Inn Scotts Valley, responded to this review
I'm very sorry you were treated this way by one of my front desk clerks. If I would have known she was taking it upon herself to charge $50.00 for checking out a little after 12noon, that would have never happened. Unfortunately, I was off that day and didn't know this was going on. I went ahead and credited back the $50.00 she posted to your account this morning. So, you should see that credit back on your Mastercard soon. I will talk to my front desk staff about how to better handle "late checkouts" and remind them of our policies. Again, I do apologize for the way you were treated. Thank you!