SureStay Hotel by Best Western Santa Cruz

Good stay at SureStay Comfortable beds, clean room with everything we needed. Easy access with free parking and a nice pool. Very friendly staff and a simple, but nice breakfast. We left for one night for another occasion and were never in doubt about coming back for the rest of our stay here in Santa Cruz.

STAY FAR AWAY! Checked in after a 12-hour drive and was charged $259 (293 including tax) for this hellhole of a room. Apparently, they are doing some upgrades but instead of not putting guests in there until they're done, they're taking advantage of people wanting to stay in Santa Cruz on a Saturday night. Features of Room 111: grille on a/c bent, drapes not hung properly, filthy platform to bed, no washcloths and one very limp hand towel, floors that were stained and broken, graffiti on front of refrigerator, hair in the shower drain and dirty/moldy shower, and a COCKROACH! We tried to get washcloths from the office but they closed and locked up after we checked in. When we complained the next morning, we were asked if we wanted another room. I told her this was a "one and done" and we'd never stay there again, and to cancel the rest of our stay. Can you imagine putting a guest who is staying a week in a room like this?

Home repair away stay The bed was actually very comfortable. My husband and I only needed it for one night since repairs were being done on our house. The staff was very friendly and helpful. Laura recommended a place to eat within walking distance that was very good.

Not the type of experience we have ever had at any other Best Western The hotel rooms for both my family and the friends that we traveled with were both unacceptable dirty and unmanaged with a number of broken, dirty, and unsanitary items. The refrigerator was filthy it had tissue, hair, and a pool of standing water at the bottom with a broken pen floating in it. When the staff (women in plain clothes) came to fix the TV which wasn’t working she used one of the rooms hand towels to wipe it down as she said they didn’t have cleaning supplies ( I asked for them telling her I would be willing to clean down the room myself if she could send over the supplies) she dipped the towel in the dirty water at the bottom and proceeded to wipe down the refrigerator, microwave, and dresser. Keep in mind there were only 2 hand towels in the room and she never brought more each time I asked I was told they were short on towels and that they were being washed. Room had no smoke detector, door was broken, ironing board was broken into 3 pieces and was unusable, lights were falling out of the ceiling, blankets had cigarette burns and what appeared to be some type of glue stuck all over them. This stay was our first at this location the stress was very draining and not our normal Best Western experience.

Fraud & invasion of privacy I had to contact corporate after the manager denied making additional charges on my card as soon as we left ...the hotel location kept hanging up on us when we were trying to find out why we had multiple charges...corporate relayed to us that we were under surveillance the entire night because me and my son seemed suspicious....they never once communicated their concerns, but accused us at check out for items which were never even in the room ..the managers personal blanket and a lamp??? Who would take home an over used blanket?? They only had sheets!!! No desk lamp ... They also had an issue with us eating their crappy breakfast in our room... They told corporate we must have snuck people in since we didn't not eat in their tiny office , in front of their face....the owner really needs to make some changes here....very upset that we were being watch as well as their lack of communication and dishonesty.