Ratings based on 995 Verified Reviews
3.2 Room cleanliness
3.5 Service & staff
3.1 Room comfort
3.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 16 Aug 2024
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.
Comment from Hotel Management
19 Aug 2024 by Customer Care Team, Hotel Management
Dear Salvador, we’re very sorry to hear about your recent experience. It’s disappointing to learn about the noise and cleanliness issues, and we apologize for the inconvenience of not being able to provide your receipt. Your feedback is invaluable, and we’ll address these concerns with our team to ensure improvements are made. We appreciate your patience and hope you’ll consider giving us another chance to provide a better stay.Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 30 Jul 2024
Comment from Hotel Management
19 Aug 2024 by Customer Care Team, Hotel Management
Dear Nathalia, thank you for taking the time to rate your recent stay with us. We are disappointed that you don't seem to have had the wonderful experience that the vast majority of our guests do. We sincerely hope that you will give us another opportunity to restore your faith in our hotel and hospitality. Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 27 Jul 2024
Comment from Hotel Management
30 Jul 2024 by Customer Care Team, Hotel Management
Dear Anabel, we are sorry to hear about your dissatisfaction with our staff, service, and property conditions. Your feedback is important to us, and we are committed to addressing these issues promptly. Please contact us directly to provide more details so we can work on improving your experience and make things right for you. Thank you for bringing this to our attention.Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 26 Jul 2024
Its was under staffed.
Comment from Hotel Management
30 Jul 2024 by Customer Care Team, Hotel Management
Hi Michelle, We apologize for the staffing issues you experienced during your stay. We understand that having adequate staff is crucial to providing excellent service, and we are working to address this concern to ensure a more efficient and pleasant experience for our guests. Your feedback is valuable, and we appreciate you bringing this to our attention. We hope to better meet your expectations on your next visit.Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 15 Jul 2024
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!
Comment from Hotel Management
17 Jul 2024 by Customer Care Team, Hotel Management
Dear Ramon, thank you for your feedback, and we're glad to hear that you had a mostly positive experience with us. We apologize for the inconvenience caused by some outlets not working and the issue with the mini fridge and microwave. Your comments are valuable to us, and we will address these concerns with our maintenance team to ensure all amenities are in proper working order for our guests. We're delighted that you enjoyed our breakfast offerings, and we appreciate your kind words. If there's anything else we can do to improve your experience or if you have any further feedback, please feel free to reach out to us directly. We hope to welcome you back for another enjoyable stay soon!Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 14 Jul 2024
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
Comment from Hotel Management
17 Jul 2024 by Customer Care Team, Hotel Management
Dear Shyann, we sincerely apologize for the series of issues you encountered during your stay. It's unacceptable that you experienced cleanliness issues, problems with amenities like the TV and AC, and even stepped on a screw in one of the rooms. This does not reflect the standards we strive to uphold for our guests. Please know that we take your feedback seriously and will address these concerns with our maintenance and housekeeping teams immediately to ensure improvements are made. If there's anything else we can do to address your experience or if you would like to discuss this further, please reach out to us directly. We appreciate your understanding and hope to have the opportunity to regain your trust in the future.Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 9 Jul 2024
Comment from Hotel Management
11 Jul 2024 by Customer Care Team, Hotel Management
Dear Jerlin, thank you for taking the time to rate your recent stay with us. We are disappointed that you don't seem to have had the wonderful experience that the vast majority of our guests do. We sincerely hope that you will give us another opportunity to restore your faith in our hotel and hospitality. Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 9 Jul 2024
Great staff! Pool was awesome on a hot day.
Comment from Hotel Management
17 Jul 2024 by Customer Care Team, Hotel Management
Dear Chad, thank you for your kind words about our staff and for sharing your experience with our pool. We're thrilled to hear that you enjoyed your time with us, especially on a hot day. Your satisfaction is our goal, and we look forward to welcoming you back for another great stay soon.Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler from antelope
Posted 7 Jul 2024
i don't even know where to start !!!! this was the most terrible experience iv ever had in a hotel stay ! motel 6 is even better then this place !!!!! we got sent to four different rooms because each room had actual people staying in them , then when they finally gave us a room that didn't have anyone actually in it the room had zero towels !!!! the pillow were little hard balls with cotton , the shower had no shampoo , no conditioner or body wash ! the floor was dirty !!! when we told the staff we needed towels they did not care to
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 !!!
Comment from Hotel Management
9 Jul 2024 by Customer Care Team, Hotel Management
Dear Danielle, we are truly sorry to hear about your experience during your recent stay with us. Please accept our sincerest apologies for the multiple room changes and the lack of towels and amenities in your room. Your comments regarding the cleanliness, service, and overall experience are deeply concerning to us, and we understand your frustration. This is certainly not the standard of service we aim to provide our guests, and we are addressing these issues with our team to ensure improvements are made immediately. Your feedback is invaluable to us as we work to enhance our guest experience. We apologize once again for the inconvenience you experienced and regret that we fell short of your expectations. If there is anything further we can do to address your concerns, please do not hesitate to reach out to us directly.Kind regards,Guest Experience TeamSureStay Santa Cruz
by A verified traveler
Posted 28 Jun 2024
Comment from Hotel Management
2 Jul 2024 by Customer Care Team, Hotel Management
Dear guest, we're delighted to receive your positive rating! Thank you for choosing to stay with us and for sharing your feedback. We look forward to hosting you soon! Kind regards,Guest Experience TeamSureStay Santa Cruz
