This motel has the potential of being a great asset to the local tourism scene, being a profitable enterprise and offering a premier product, but clearly there are management issues that need to be attended to before it can claim to be anything but a basic motel.
On arrival the welcome was very cold. Not even a hello. I settled into my room, which I must say was very clean and had all the facilities that you would need for a comfortable stay. The only thing which was missing was a coffee machine which was stated on the booking agent’s web site. Only a minor thing and not a big issue because I always carry a travel kettle with me for the early morning cuppa.
Later I tried to switch on the TV, following the instructions left in the room. Alas I could not get it to work. I went to speak to the receptionist who agreed to come up to my room and help, only to be told “there is no satellite box, so your TV will not work”. He went away to speak to the manager and returned to tell me that it would be several days before a satellite box would be available. The hotel was full so there were no other rooms to move to. After a little negotiation I was told that they would offer a refund on the room for not having TV.
The next day I went out and on returning to my room to find the electronic key would not work. I went to the reception and asked why. With no emotion was expressed as the key was reprogrammed. At least they could have said sorry.
Later that day I returned to my room to discover that it had not been cleaned. I enquired why my room had not been made up, only to be asked “did you put the card on your door asking for maid service”. What card? There was no card in the room and no instructions anywhere stating this was the procedure. The receptionist said he would try and find the maid to visit the room before she went home. It then became obvious that there was only one maid to clean all of the rooms.
On one of my many visits to the reception I noticed some younger customers were being refused a room because they wanted to pay cash. “We do not accept cash” was the response from the staff member on duty. An odd way to do business!
At the front of the motel there were hand written posters advertising for staff. Clearly they motel had staffing issues.
The exterior corridors and communal areas needed to be cleaned. There were obvious drink stains, overflowing bins and ashtrays full of cigarette butts.
Because of my frequent visits to reception, I got to know the young receptionist quite well. He became very likeable but it was clear however he had little knowledge of the hotel and hospitality sector and was probably just carrying out the orders from management. I have in the past offered advice to business such as this one, and would gladly work with them to help turn the business around, if they were interested.
On the positive side, the rooms were large, clean and comfortable. The bed was just right for me to get a good night’s sleep. Free parking is offered which is an added bonus for staying in the beach area. Breakfast is average American motel style but enough to set you up for a day. The motel is situated right on the beach and within steps of the Broadwalk amusement area. There are many restaurants nearby. It is also within walking distance of downtown. There is a shuttle bus nearby which takes you downtown for just 25 cents.
The choice is obviously yours. The motel is clean and comfortable, but unless the attitude of management changes, you might encounter problems.
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- Also Known As:
- Coastview Hotel Santa Cruz