SureStay Hotel by Best Western Santa Cruz

We couldn’t cancel because we’d booked through a third-party site, and this ended up being the worst stay of our trip. The whole place needs to be gutted and rebuilt. The bed was old, the sheets smelled musty, and I was glad I’d brought my own pillowcase and blanket. Breakfast was late and forgettable. When we came back after walking around the neighborhood, the room smelled strongly of weed. Parking is free, but the spaces barely fit compact cars. We didn’t see bed bugs, but the second floor isn’t wheelchair accessible, with stairs and no escalator.

The check-in person on the 5/9-5/10 night shift was extremely rude. I was allowed to book a room at 12:05 AM and arrived within half an hour, but the office was closed. There was no bell or sign explaining what to do, so my husband and I went to get food while I tried to sort things out. I called the hotel while buying food and the man in charge of check-in treated me badly. He said things like “it’s late,” “I’m sleeping,” and “we close at 11,” then told me I should have called when I saw the door closed and said, “I’ll open the door right now.” I explained that I’d been allowed to book at midnight and could call him in 10-15 minutes when I got back. He said that would be too late and kept insisting I should have called while I was there. I’ve never been treated this badly by hotel staff. Thankfully, Priceline handled my refund with the hotel, and I should get it soon.

The hotel is clean and in a prime location. The front desk employee was easygoing and accommodating, and helped make the stay stress-free.

The owner was pleasant and very kind, and check-in was convenient. The rooms were spacious, the beds comfortable, and there was a microwave and fridge. The pool was nice and clean. The Santa Cruz boardwalk is nearby, about an eight-minute drive or 25-minute walk. I suggest driving since the sidewalks aren’t great for walking. There’s free breakfast from 7 to 9 AM, though I wish they had more choices. For the price, location, and comfort, I’d highly recommend it, especially for families with kids. We’ll definitely return.