SureStay by Best Western Santa Cruz

Reviews

• JS

  Jan-Reine Sudara

  3 days ago
  5.0
  We stayed at SureStay by Best Western in Santa Cruz and had a very good experience overall. The room was clean and comfortable, the location was convenient, and the host was very accommodating and easy to work with. The stay felt like a good value, and I’d consider coming back. Highly recommend!
• JJ

  Jose

  5 days ago
  5.0
  this place is great very clean and quality for the price its in a very good location of the city close enough to everything very close to a large selection of food and bars pool looks very clean aswell as the rooms would highly recommend.
• TM

  Trixie Minx

  Jul 4, 2026
  1.0
  My family and I booked a stay at the Surestay Hotel by Best Western in Santa Cruz from July 2nd through 5th, but we checked out after just one night, on July 3rd, because the room was so disgusting we could not stay any longer. The bedsheets were visibly dirty, with hair and stains on them, and the curtains were stained as well. We also suspect bedbugs. My daughter developed a skin condition/dermatitis that we believe was caused by the filthy bedding. On top of that, we saw roaches in the room, and the bathroom drain had drain flies and a foul odor coming from it. The overall cleanliness of the room was completely unacceptable for a paying guest. Management Was Rude, Dismissive, and Unhelpful Beyond the state of the room, the way management handled our concerns made the experience even worse. When we asked the front desk for extra towels, we were flatly refused. When we asked for an extra pillow, we were refused again, with no explanation and no attempt to accommodate a basic, reasonable request. The staff we dealt with were curt, dismissive, and clearly uninterested in addressing guest concerns of any kind. There was no apology, no acknowledgment of the state of the room, and no effort made to fix anything during our stay. This does not appear to be an isolated incident. Other guests have also posted reviews describing serious problems with how this property is managed, including allegations of being unfairly accused of wrongdoing at checkout, disputes over unexplained charges to guest cards, and complaints that were brushed aside or met only with generic, copy-and-paste responses rather than real accountability. Taken together, this points to a pattern of unprofessional and dismissive management, not a one-off bad night. A Disturbing Incident Reported by Another Guest I also want to flag that another guest recently posted a public review, with photos, describing police and EMTs responding to a death in one of the hotel's rooms during their stay. I cannot personally confirm the details, but the review was detailed, specific, and included images of law enforcement on site. Between that account and our own experience with filth and unresponsive management, I have serious concerns about the conditions and oversight at this property. Bottom Line This is not a case of minor wear and tear — it is a serious sanitation issue combined with a management team that does not seem to care about guest wellbeing or basic requests. We are filing a formal complaint with Santa Cruz County health and code enforcement, because in our opinion these conditions warrant a full inspection. Do yourself a favor and stay somewhere else.
• CA

  Carlos Areguin

  Jun 15, 2026
  1.0
  Bad service I do not come back again anymore they are cheap and poor service the front desk going to sleep during the night and close the office and when u call they get mad and when we got the room the first use of the toilet it was clogged and make the customer do the job so is no worth it the stay on this hotel
• SJ

  Shooterspool Jen

  May 20, 2026
  5.0
  My review is based on relative cost per night. My AC worked well, bedding was clean, bathroom clean, nice pool and excellent shower. For the price of that 6 chain its a LOT nicer. Rooms are huge too. Gentleman at front desk was very polite. I'd definitely do it again.