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Reviewed May 31, 2012

I am very angry with Best Western right now / again! They did this to us in Reno, NV and now they're trying to do it in Santa Cruz, CA. We did NOT smoke in their rooms either time and here we are fighting this again! It's a definite scam. Hotels find creative ways to make more bucks in scams like this. Once in Santa Cruz at the Comfort Inn my friend and I both got charged for taking towels. We had adjoining rooms and all the towels were in ONE room in pile together. We purposely put all the dirty towels in one spot in one room. The doors connecting the rooms were still open - clearly showing them that we were together but they tried to charge both rooms for taking towels. What the?! They're hotel scams. I will never stay at a Best Western again! Screw their rewards points. I'll find a BETTER quality location.

Room Tip: Stay some where else. That way they won't try to say you smoked in their room and charge you $300 for something you did NOT do!
  • Stayed: May 2012, traveled with family
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7  Thank dnicelioness
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LGoldstein95060, General Manager at Best Western Plus All Suites Inn, responded to this reviewResponded June 18, 2012

At the Best Western Plus All Suites Inn we pride ourselves on being 100% non-smoking facility. We do implement high smoking fees associated with violating this policy to ensure we NEVER sell a room until it has been deep cleaned after a guest smokes in the room. Please feel free to contact me directly at lgoldstein@bprproperties.com if you would like to discuss this issue further.

Thank you,
Lacey Goldstein
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 23, 2012

First the positives: This is a nice Hotel with courteous and helpful staff. It is clean with a modest suite of amenities including a free self-service well rounded breakfast. I was part of a party who stayed in three different rooms. Although this is billed as "All Suites," it certainly is not. Using the common definition of "Hotel Suite" of multiple rooms sharing a single living quarter often with a kitchenette or kitchen, none of the three rooms qualified. One room was a spacious bedroom area (no door) with fireplace at one end and a roomy living area at the other with a convertible sofa. These were joined by a wide hallway in which was the door to the spacious bathroom. Only a small microwave and fridge were provided. The other two rooms were exactly what you would find in a regular hotel, but a bit more spacious. Just a single room with beds and a bathroom. In no way were these last two suites. But they were all nice and clean.

The negatives: There is one small elevator that services the entire Hotel which is entirely self-service. Not at all adequate. It can fit one luggage trolly and two people at a time is all. The heating/AC is not what one would expect in anything like a suite. The rooms that were suite-like were very long. The Heating/AC unit is the wall-through heat pumps commonly found in inexpensive Motels. They do not have the capacity or ducting to heat or cool the entire room and the temperature in the living area was always 15 - 20 degrees hotter than the sleeping area where the unit is located. Very uncomfortable. You froze at one end of the room and burned at the other,. There is no ducting which is required to maintain temperature in such a large area. Lastly the nice staff gave us a feedback card which sent us to Best Western's feedback survey web site. What I found there is that you cannot leave feedback unless you choose to join their Rewards Club. Thus only people they give rewards to are allowed to provide feedback. How's that for biased?! I called their customer service and they confirmed that this is true, only their rewards club members can provide feedback. This means they ONLY want positive feedback, not real feedback.

  • Stayed: May 2012, traveled with family
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2  Thank CPRendon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LGoldstein95060, General Manager at Best Western Plus All Suites Inn, responded to this reviewResponded June 20, 2012

Thank you so much for taking the time to provide us with such a detailed review. I am so sorry to hear you experienced problems with your air conditioning unit in your room, and I will have maintenance look into the problems you had. If you would like to provide feedback you can do so,you just also have the option to add in your BW rewards number to earn bonus points but it is not necessary, and we appreciate any and all feedback given. Please feel free to contact me directly if I can be of any further assistance.
Thanks,
Lacey Goldstein
General Manager

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Reviewed May 14, 2012

We stayed one night at this hotel over Mother's Day weekend. All of the rooms are suites with a pullout sofa for extra sleeping space. The room is nothing special- we had a room with 2 doubles and a pull out sofa. It felt a bit cramped, but then again there were 5 adults and 2 kids in the room so maybe that is why. The bathroom is nice with a pedestal sink and tub/shower combo. The room looked like it was upgraded within the past couple years, though the TV's were the same ones from the 90's. They offer a free breakfast in the mornings, which is nice, but again nothing special about it. The parking lot is small and gets full quickly, it was hard to find a space when we got back to the hotel around 11pm. The walls are thin and we heard the people in the room above us, it sounded like they were stomping but they were probably just walking around normally.

Overall, if we were in the area again, we would probably stay there.

  • Stayed: May 2012, traveled with family
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Thank Kristie419
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LGoldstein95060, General Manager at Best Western Plus All Suites Inn, responded to this reviewResponded June 18, 2012

Thank you so much for your recent review. We have done a lot to update the rooms in the past few years, you will be pleased to know that we are replacing all of the TV’s with 38” Flat Screens as well. We look forward to seeing you next time you are in town!

Lacey Goldstein
General Manager

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Reviewed April 23, 2012

We had a great stay at Best Western Plus Santa Cruz. The breakfast was everything that we needed and we enjoyed the waffles. Our room had a sitting area which was great with two teens we needed space to unwind and not get in each others way. We were close to the Baordwalk, not walking close, but very convenient. The staff at check-in were really helpful and friendly. All in all a great place to stay in Santa Cruz

  • Stayed: April 2012, traveled with family
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Thank Traveldad43
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LGoldstein95060, General Manager at Best Western Plus All Suites Inn, responded to this reviewResponded June 18, 2012

Thank you so much for taking the time to write this review. I am glad you enjoyed your stay, and hope to see you next time you are in the Santa Cruz area.

Lacey Goldstein
General Manager

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Reviewed April 20, 2012

Can't recommend this hotel enough - we arrived late after a drive up from LA and the manager and staff were absolutely amazing! Travelling with teenagers, the 2 bedroom suite was perfect, great breakfast, very helpful to us Aussie's with what to do and see in area.

  • Stayed: December 2011, traveled with family
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Thank Pennie B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LGoldstein95060, General Manager at Best Western Plus All Suites Inn, responded to this reviewResponded April 23, 2012

Thanks so much for your kind review. We do pride ourselves on having a wonderful team, and truly creating the guest experience. I am so glad to hear you were able to enjoy the room, and our beautiful local area. We hope to see you next time your travels bring you to the Santa Cruz area.

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