SureStay Hotel by Best Western Santa Cruz

The blankets and pillows smell like cigarette smoke and body odor.

Pleasant

It was nice and clean 2 nd floor Housekeeper was a bit rude

The room was decent. The water wouldn’t drain in the shower which in my opinion is gross. The shower ran out of body soap. The front staff was barely helpful. Breakfast wasn’t open when promoted on Saturday morning.

Good

I like the property the most i don't like it is they don't refunded ng 100 bucks deposit,that's pissed me off,the manager is rude

Very good

I like the property the most i don't like it is they don't refunded ng 100 bucks deposit,that's pissed me off,the manager is rude

Exceptional

Exceptional

Superb

The staff was very friendly.

The staff was very friendly.

Pleasant

Superb

Exceptional

Exceptional

Exceptional

It was OK. Coffee wasn’t bad, plenty of juice and milk. Waffles and English muffins. Refills rapidly attended to. Everything was good!

It was OK. Coffee wasn’t bad, plenty of juice and milk. Waffles and English muffins. Refills rapidly attended to. Everything was good!

Exceptional

Half size pillows, tight parking, needs updating.

No

Waffle iron in addition to continental breakfast. Nice pool. Room was well-decorated, although some paint needs touched up and rust needs removed from the drains.

Stay was ok, just really needed some where to sleep. This place did not seem very hospitable

Great place, clean and accessible to all areas, breakfast is a plus.

This property of was perfect and I would definitely stay there again

I am always made to feel welcomed and at home at this SureStay hotel. The beds are comfortable and the rooms are quiet. The location is an safe, easy walk to the downtown shops and restaurants. I look forward to my next stay.

The bed was rock hard, rundown property. Decent enough if you're just needing somewhere to crash for the night.

clean room, needs updating, more hooks or shelves or towel bars to keep items at hand.

Rooms were fairly clean but I saw a cockroach on the wall in my room. That caused me not to want to eat the complimentary breakfast. The beds were also uncomfortable. Parking can become quite the hassle if the parking lot is really full. More than likely wouldn’t stay again unless it was the only option.

Breakfast was basic. hurry up because at 9;29 am they start cleaning it. even Sundays. staff enter my room without notice and invite me to check out! at exactly 11;00am, rooms have no phones. owner think is okay to invade rooms after 11.00am. He is rude and unprofessional. it ruined my weekend! woman traveling alone do not stay there!!! front desk denied me late checkout with a fee, and harass me to leave. NOT KIDDING. I run from Santa Cruz.

Spotless!

Staff, room & amenities

It was great

Only issue I had was someone went into my room while I was gone and put a closed bottle water on top of the tv stand. And I had the do not disturb sign hanging outside. I informed the manager and he said he would look at the video BUT I have not heard from them at all. After this incident I did not sleep at all. I was scared of someone coming in my room again. Luckily I checked out the next day.

Very helpful, quite, clean, and comfortable couldnt ask for more.

Very clean,

Staff is very nice every time we stay there

Wonderful staff… room had air conditioning and plenty safe parking

Yes.

Not enough parking. I had to walk a couple of blocks in the middle of the night with my daughter to find parking when it should be included in my stay. How are you able to over crowd

It was ok .. parking was bad

Staff was excellent, room was clean and location was great.

Clean room, comfy bed, the same cable system I have at home easy to use.

Parking was great. The Restaurants were very great. Really appreciated that it was so close to the Courthouse where I am attending 2 Trials.

The room looked clean when I entered and smelled like bleach. However, when I walked on the floor with bare feet my feet got so dirty! Also, at 11:00 am the next morning as I'm preparing to leave, the maid staff knocked on my door to tell me it was check out time and they needed to clean the room! Then as we were walking out, he walked right in before we could lock the door! This has never happened to me at an establishment. It was highly unprofessional and completely rude.

Parking was not ideal, other guesses were double parked and it didn’t allow enough space for our truck to fit

I found some hair in the toilet and was not really clean

Friendly staff, very knowledgeable and friendly. Grounds were very well taken care of. You couldn’t get a better place for the price anywhere in Santa Cruz

Extremely well kept and walkable spot that deserves the best recommendation from me

Great experience

We checked out the same day, we didn’t stay ! Toilet was clogged, cigarette burns on the seat. On the furniture floor was dirty. No screen on the window, ask for different room same thing but worse smelled, cigarette burns on the bathroom sink and seat. cigarettes, homeless outside and cleaning people just standing outside talking to the homeless . Nice person at the front desk, we left at less 20 minutes. Didn’t stay one night !

bathroom door would not open completely because it hit the toilet. Had to slide around door to close. Bed was very hard and uncomfortable. No threshold and raised lip between bedroom and bathroom floors with gap, tripping hazard. A/c unit half melted on one side. No hot water at 9am on a saturday.

It was so comfortable! The size is perfect! The bed was so comfortable!

Definitely very amiable service. Clean and well maintained facilities. Continental breakfast is tasty if spare, but absolutely delicious for the price. Nothing else in Santa Cruz delivers more bang for the buck without any negatives

Fast check-in, comfortable room, and everything was simple and easy. Great place for a quick stay!

Dirty floors,, homeless slept by our car at night, spider webs, breakfast wasn’t refilled when needed, no washcloths,, rude staff

Great value and strong ac, easy parking and breakfast.

Will not be staying here again. Best Western can do better, this property is in bad conditions. For the price I paid, $400, for one night. I expected BW to hold a high standard for this facility. Rooms are dirty, beds very uncomfortable and outsated to say the least. Bathroom was moldy and shower rod was rusty all around. Breakfast was just cereal, waffles and muffins-terrible. Stay away people.

Light cover in room was cracked and failing off. Bed frame was bent and the bed was barely functional. Limited parking, limited items for continental breakfast. Limited help from staff as not at front desk.

You get the very basics. No real amenities besides the pool. Overpriced for what you get in my opinion.

But the breakfast was a complete disaster. For the price you pay per night, all they offer is bread, yogurt, and cereal — nothing else. To make matters worse, at 9:30 a.m. sharp the cleaning crew stormed in and started taking everything away while people were still sitting and eating. They had zero respect for guests. One of them even dumped a trash bag on the chair where I was sitting, while I had just stood up for more cereal. That’s not only rude — it’s disgusting and unacceptable in a hotel that carries the Best Western name. Because of this, I can’t rate higher than 3 stars

The guy in chargre, remove the breakfast food 20 minutes time was up. Told others guest beside me that they couldn't get anything more food. Had a staff member pickup the food.

the front desk guy was rude

DEFINITELY COMING BACK!

Good location, clean.

Place was just scary. Lock on my door appeared tampred so I asked for another room. Got one next to

Quick check in.

Amazing

Ok

Last minute booking easy check in and very friendly will definitely return on next visit to Santa Cruz.

Garbage left in the closet and drawers when we arrived no soap. Staff was nice and helpful. Parking is rough

Rooms little smaller

Easy parking and Easy check-in and clean room.

The staff member at the front desk was unfriendly and rude, creating an uncomfortable atmosphere. Although breakfast is included, his behavior made it unpleasant. He yelled at customers and was unhelpful, and the hotel floors were dirty. I advise against seeking assistance from the front desk. Additionally, four days after my stay, I was charged for items I did not authorize.

The rooms are small, with in old in wall A/C that worked ok, but overly cold weirdly. Tile/laminate floors though weren't mopped thoroughly, so we washed our feet before getting into bed. Breakfast was ok but included. The pool was good, though not heated (this was in late June and still quite cold to get into). Area is ok, but I did see a street walker outside (not a risk, but paints a picture). I'd consider staying again, though I'd probably opt for somewhere else tbh.

It’s a nice place

Room was very poor quality. I had to switch rooms three times. There was a hole in some of the furniture and cigarette burns also one of the door knobs fell off and the room smelled. I asked to speak with the manager and they said the manager won’t be there till 11 AM the next day. Unacceptable.

Staff helped me get into room when needed , didn’t like how towels was unavailable after hours

Door didn’t close. Fridge wasn’t working. Very noise. We had a party going on upstairs. Room wasn’t cleaned properly found someone clothes and underwear in the closet.

The management was absolutely great! Friendly, curious & very helpful. Top notch. Best part of our experience.

I didn't like this property at all. Let the photos speak for it.

Looked like the door had been kicked in a few times, missing light fixtures. Soda machine not plugged in. Hair left in the shower (not ours) Oh and you can’t tell by the pictures but this is a motel. I purposely picked this because it was attached to the Marriott name but I know better now.

The room floors were filthy especially in corners and bathroom. Hardly any breakfast choices, ran out of fruit, milk, juice. No protein at all. Ice tasted dirty . People above were stomping around all night.

Really disappointed...... The breakfast was very minimal. 2nd day waffles not available... Only old fruit and cereal. I was told the pool was heated. Was definitely not. Me and my 1 year old didn't get to swim. Ever time we tried to get hotel staff help was nearly impossible...

Rude staff, room not equipped and terrible cleaning

Room was very barebones with the minimum needed to stay. No extras at all. Furniture and bed were not in great shape.

They need to have a water machine where you can get your drinking water

There was a hair ball on the desk! DISGUSTING!! like someone cleaned out their brush and left it there, shows they didn’t clean the room! obviously. we asked for extra towels and the front desk, or owner was complaining that we wanted extra towels. (just one man there all day and night, i assume he is the owner) pictures online looked nicer than in person, i’m not surprised! also parking sucks! but the location is

Negatives: Dingy and dusty, rough sleeping arrangements, trash left in room. The positives: extra pillows, close to downtown, Continental breakfast was good, secure doors, hot water.

Very rude customer service. I arrived late and there was no to attend. I should have called and mentioned about being late but that doesn’t mean a person can talk to me like a trash. The person said you are ridiculous. Really didn’t expect this kind of service. He is in this business and signed up for these kind of situations where a guest can be late. I can not predict my exact time of arrival. I was with family and once no at the reception made my worried. Person picked the call after 4 -5 times of trying. He said I called many times but I did receive the miss call only once and no voicemail was left to know someone expecting a call.

The bedside lights did not work. The room was clean and the shower, though small, was nice and hot. The free breakfast features mini-muffins (size of big dots) and a tiny waffle maker. The coffee was very watery and weak. Please don't cut corners on this small amenity.

The room had an odor. The towels need replacing they were old, dingy and on top of that there were only two towels provided in the room. There was a stain on the bedsheets and the bedding could use some updating with only one sheet and a paper thin duvet.

Great stay! Staff very friendly.

Noise issue that was handled swiftly by management

Blow dryer didn't work, but staff was kind enough to make things work.

It was amazing!!

It isn't perfect, but it's cheap and the staff are friendly. The really nice thing about this place is the location. It's a 5 minute walk to Maitreya Retreat, Enterprise Rent-a-car, and Santa Cruz Diner.

… - basically details that could pull the room together to complement the great service provided by Shailesh

I recently stayed here while dropping my daughter off at UC Santa Cruz, and I couldn't have been more pleased with the experience. The staff were incredibly friendly and accommodating, allowing me to check in a bit early, which made my busy schedule a lot easier. The room itself was just as advertised—clean, comfortable, and quiet, providing a relaxing space to unwind after a long day. The attention to detail and welcoming atmosphere made my stay feel pleasant and stress-free. Overall, it was the perfect base for a memorable trip to Santa Cruz, and I'd happily stay here again.

Very clean and very welcome service.

Neighbor was awake all night making a noise place. It was dirty. I tried to get my received in the morning. It was nobody to give me the receipt.

Door locks were broken. Light hanging off the night stand. Night stand was ripped off the wall. Bathroom vent cover hanging down

Its was under staffed.

Place was nice only thing I had an issue with was some outlets not working. The mini fridge and microwave were disconnected and nowhere to connect them. Other than that it was nice specially the breakfast they offer was really good!

Screws on floor in bathroom. TV didn't work. First room was dirty. Switch to another room the AC didn't work. Switched to another one and stepped on a screw bathroom was dirty and TV didn't work

Rarely anyone to ask for assistance at the front desk. Felt like I was staying at a motel. Not what I expected.

Great staff! Pool was awesome on a hot day.

Great service

accommodate us , it was just awful !!! avoid this place if you can !!! all the staff needs to be replaced i think there is only 1 house keeper . it was just bad !! never again ever !!!

Perfect for the night.

Room was filthy, door wouldn’t lock, hair in the beds. Disgusting. Hotel won’t answer the phone

The room was dirty. TV and lights didn'work. No ventilation in the bathroom and the list just goes on.

Room was fine but maybe st of the time there was no one in check in and surface . We have never had this situation before. That service was a D in our experience. As we had to go several times several times to get service.

Front was friendly. However there was no hot water on one of the days in the morning that we stayed there.

Good

Too noisy during the night but staff was wonderful and very accommodating to anything you needed

Laura was so sweet and nice at check in. We were the first ones there so she gave us options on which room we’d like better which was very sweet! It looks like it was in the middle of remodeling so some areas looked nice but definitely needed a new paint job on the interior. It was quiet and comfortable. Location had a few homeless lurking about but overall stay way nice. Got the job done!

Really nice staff! Renovated rooms.

Air conditioner was so loud. Something was wrong with it. Every time it kicked on it would startle me. Toilet ran constantly. I had to get up several times in the night and pull the tank lid to adjust float switch to get it to stop.

This is our second time staying there. Laura is awesome and goes above and beyond to make you happy!

A lot of noise and random people walking around. Was woken up a few times by knocks on the door. Door didnt close properly with big gap under. Was loud downstairs but the person up front was nice and helpful.

Very nice, clean and the staff are very nice.

Staff was very nice and helpful

Check in was easy. The lady at the front desk (Laura) told us politely to call her for anything we would need. She asked us to be patient with our request as she was the only one working at night. I saw her working in the front desk, doing deliveries to the rooms and setting up the breakfast. I got two rooms. I slept upstairs at the back and it was very quiet. My company stayed downstairs, she said it was noisy at times. The breakfast was better than I expected. Coffee was fresh and hot. I would return to this place.

door and window screen were broken; had to ask for shampoo, soap, and coffee; fridge was of balance and microwave was making weird noises; couldn't adjust the temperature in the room at all. the woman at the desk was awesome though-- the only good thing about the place.

Room wasn’t ready, breakfast was served late. Sheets weren’t clean. Staff was friendly and helpful. Thanks

The bed was comfortable. The bathroom was dirty, hair in the shower and the floor was dirty. The office was not opened for the free breakfast, not sure when it finally opened.

Dirt in the corners, no soap in the bathroom dispenser, broken mirror, lack of directory sings where to find your room number, not appropriate number (missing) of towels to the number of people in my reservation.

Checked in to this hotel was average. The first room they gave me was dirty, the beds were undone, towels were used on the ground and leftover food on the nightstand. While I went to request a different room, my family saw a pack of rats running on the fence. The second room we got was dated. The furniture was old and had seen better days. A bit later we heard another family go into the first room and left to try to get another room. (I can't believe they tried to give that room without cleaning it again) We didn't have their breakfast. I didn't see anyone doing any cleaning the next morning. We will not be staying there again.

On-site Manager was really great and attentive to all needs she made my birthday weekend very special will definitely be returning she’s Gem😍

Overall, the property was nice and clean. There were several issues however that should not be issues. The shampoo, and conditioner was mounted to the wall and I did not find out that they were empty until I was in the shower. Those should be checked each time the room is cleaned. The biggest issue is that the breakfast was advertised from 7 am to 9:30 but nobody was there and no food was out and we had to go out for breakfast. The included breakfast is one reason why we chose the property. If I wanted to spend $40 more I would have picked a different hotel. The manager was nice and needed additional help because she was the only staff member taking care of the office and the breakfast. That’s probably the reason for being late for breakfast.

Areas of room that were visibly not cleaned . Lights next to bed did not work . Tv did not work . Breakfast was good staff was friendly

Limited parking! Rooms were being worked on and materials were left outside! People living there full time! Bath tub had no non skid mat could slip and fall and break your neck! Had to ask for towels! Very old and beat up. Coffee maker did not have all the parts to it. So could not make coffee! Breakfast was a big disappointment! I would not recommend to anyone.

Had no one above us.

Great location close to downtown and major roadways while still being quiet and safe.

The room was by the stairs and walls are paper thin so there was too much noise I couldn’t sleep all night. Additionally the pool was in front of the rooms and a lot of noise from the pool very late, after 10 PM.

clean

Walls were so thin, no soundproofing and neighbor had TV going past 1 am Then other neighbor's TV was on at 6am EXHAUSTED today!!! ALSO: we were two people but there was only one wash cloth, tiny thin hand towel, NO bathmat and VERY slippery tile floor and shower/tub without texture was also dangerously slippery. NO SHAMPOO which is hard on travelers who may not carry fluids in quantity... No regular coffee packets for the coffee machine. So I could go on about little things but A sleepless night in clothes huddled for warmth is not why we came to Santa Cruz this weekend!

I didn't appreciate the 4 different strangers at 4 different times knocking at my door looking for Tino (?) 2 of them were in the middle of the night. Maybe they should get security.

No one was available for checkin. There are no specific checkin limits for checkin time listed on property

I would stay here again.

It was pretty nice for the price but the area was alright. I like it.

This place was horrible . I had my wife and 3 kids with us and wasnt expecting this place to be amazing we were just passing thru on our way back from L.A. to seattle. But we had to check out a day early and left immediately after the first night ! We were woken up twice in the middle of night and once at 6am by tweekers knocking on our door . Our friends who stayed next door experienced the same thing . It was crazy !! The manager was completely understanding and knew checked us out and gave me a receipt for not charging me the second night but i already paid thru the app. Im hoping the charges get resolved .