SureStay by Best Western Santa Cruz

Reviews

• AS

  Andrea Subuyuj

  May 13, 2026
  1.0
  Extremely rude check-in person on 5/9-5/10 night shift. I was allowed to book a room at 12:05am arrived within 30 minutes only to find the office was closed. There was no bell or sign instructing what to do, so my husband and I decided to go get food as I tried to resolve this issue. While buying my food I called the hotel only to be mistreated by the man in-charge of check-in who told me things like “it’s late” “I’m sleeping” “we close at 11” “you should have called when you saw the door closed” “I’ll open the door right now.” I shared that I was allowed to book at midnight and that I could call him in about 10-15mins when I’m back, he said it would be too late and kept on saying I should have called while I was there before. I have never been treated this poorly by hotel staff. Thankfully Priceline handled my refund with the hotel and I should be getting my refund soon.
• JC

  Joel De La Cruz

  May 3, 2026
  1.0
  Me he hospedado por años en esta compañía de hoteles de bes western y aki fue pésimo y sucio no lo recomiendo la verdad la regadera esta muy fuerte el agua la puerta de el 120 estaba dañada las paredes muy mal el desayuno pésimo nada que ver la verdad no vuelvo pero bueno esto me sirve de experiencia
• CO

  Clay Olson

  Mar 26, 2026
  2.0
  Room 116: No chair in the room. Window curtain needs repair. Toilet seat needs to be replaced with one that "sits" higher off the water for when an adult male uses the toilet seat. The digital display in the mirror needs to have the time corrected and was too bright during the night. The towels, sheets, and pillow cases smelt of artificial "fragrance", and could use a second rinsing perhaps so that they don't stink.
• EW

  Eric Wang

  Mar 20, 2026
  1.0
  Absolutely unacceptable experience. This hotel clearly has a pattern of poor service based on other low-star reviews, and it’s obvious they’ve learned nothing and made zero effort to improve. From the moment I checked in, basic amenities were missing—both the body wash and shampoo dispensers in the shower were completely empty. On top of that, the sink water had a strange odor, and when I checked the faucet, I found small black specks inside. That’s not just inconvenient—that’s a serious cleanliness and maintenance concern. To make matters worse, the desk chair in my room was in terrible condition—it made loud snapping and cracking noises every time I sat in it, like it was about to break at any moment. It didn’t feel safe to use. I reported these issues and gave the hotel a fair opportunity to fix them. Housekeeping came the next day and did the bare minimum by replacing towels, but completely ignored everything I actually reported. No refills, no follow-up, no attempt to address the water issue, and nothing done about the broken chair. I then reached out to management directly and was completely ignored. No response at all. That level of disregard for guests is unacceptable. At that point, I no longer felt comfortable staying there and had to leave early. Hotels.com had to step in to contact the property so I could request a refund for the remaining nights. This place does not care about its guests, only respond to bad reviews to save their face, and does not follow through on even the most basic responsibilities. Save yourself the trouble and stay somewhere else.
• DR

  Dr Romando

  Mar 17, 2026
  5.0
  There is a wide variety of hotels in this area ranging from luxury to a little scary. Of all the hotels within this price range, this place is now my favorite. First the front desk person was very sweet and professional. I was given a choice of either up or downstairs and that was appreciated. The rooms are spacious and clean with expected amenities that are not always provided at other hotels in this price range. The sink and mirror are separate from commode and shower and there is plenty of room for your own toiletries next to the sink. The mirror was fancy with variable warm/cool lighting. The bedside lamps are modern with USB plugs built in to charge your phone which is so convenient. For me, most important is the ac/heating unit because good temperature regulation means a good night's sleep. These are updated units that keep the room cool or warm without a lot of noise and without blowing too hot or too cold like the older units do in other hotels at this price point. There is enough parking but backing in is recommended because it can be a tight getting out when every space is occupied. They have breakfast and the front desk area is spacious.