jenniferaZ2515NB
Google
Positives:|The property is modern, clean, and well-appointed. Amenities such as robes, slippers, reusable bags, water bottles, coffee, tea, and a personalized welcome note with chocolate in each room reflect thoughtful attention to detail.||Negatives:| • Noise Issues: Second-floor rooms are directly adjacent to the breakfast preparation area. Starting at 6:00 a.m., we were consistently woken by clanging pots, dishes, and staff conversation. Evening disturbances were also a problem, with guests using speakerphones outside our room and playing loud videos through an open door into the lobby — with no staff intervention.| • Misleading “Terrace” Advertising: The waterfront terrace prominently featured in the hotel’s online marketing and corporate emails is not part of the hotel. It is located at the owner’s private residence, a few minutes’ walk away. This was not disclosed at check-in, nor were any hours provided when we inquired upon arrival, as we expected to see the terrace on-site.|When we attempted to find and use the terrace, a hotel housekeeper who communicated by walkie-talkie in Spanish to the hotel helped us gain access. We entered through a laundry room and a side alley with linens hanging to dry, creating an uninviting and awkward experience. Later, we were informed the terrace is “closed” on Sundays and that our use was an exception — confirming that we were effectively intruding. We were also told it is typically accessed through a restaurant, but none of this information was shared with us at check-in.| • Housekeeping Miscommunication: Despite a direct request to the front desk, one of our rooms was not serviced. The guest returned midday to find the room untouched and had to settle for fresh towels.| • Dinner Reservation Mishandling: The hotel arranged a dinner reservation for us at a restaurant that was closed and covered in tarps. Staff blamed the restaurant for the error and we found another place to eat dinner.| • Lack of Ownership: Across multiple issues, staff consistently shifted blame rather than taking responsibility or providing meaningful solutions.||Bottom Line:|While the rooms are attractive and amenities well-considered, the guest experience was significantly undermined by excessive noise, misleading advertising, and a lack of accountability from hotel staff. We booked three of the hotel’s seven rooms and collectively encountered repeated service failures during our brief 1.5-day stay. Guests seeking a quiet, restful, well-managed environment may wish to consider alternative accommodations in Santa Cruz.
