Mission Inn & Suites

TL;DR: Found blood-stained sheets upon checking-in. Staff did not change sheets, did not take the contaminated sheets away, and did not give us a new complete set of clean sheets when we asked. They did not offer a new room or a refund. When my wife asked to speak with the manager, the front-desk clerk called the police and falsely claimed we were trespassing, despite our fully paid, active reservation. The next morning the manager (Rebecca) called me, insulted me by insinuating that we had caused the blood stains ourselves, and after that issued a refund. Full story: My wife and I checked into our room and discovered blood and stains on the sheets and duvet in our room. The front-desk guy brought a “replacement set” but told us to put the bloody bedding outside because he “could not take it.” So, they would not touch their blood-stained linens but expect the guests to handle them and change the bedsheets, exposing the guests to health risks! My wife then opened the replacement and found that it wasn’t even a complete set — just one top sheet and a duvet. We returned to the front desk, told the guy that we were going to find a different hotel and asked to talk to the manager about a refund. He refused to call the manager, saying he’d “get fired” if he called and claimed he could only text the manager (this was around 6 pm). He also refused to talk to the agent of the hotels.com service when Hotels.com called 3x to speak with him. No refund, no new room, no sanitary standards, no accountability. We calmly insisted that in this type of situation, calling the manager is a reasonable next step and we even waited while he checked in other guests. Instead, he called the police, said we were “trespassers”, and ordered us to leave, which was illegal — we had a paid, active reservation, and they had our money. At this point, the front-desk guy had not checked us out of the hotel, had not cancelled reservation or otherwise made any effort to terminate the contract. We left and booked elsewhere. Next day, I received a call from the manager, Rebecca. After I told her of our experience, she disingenuously insinuated that we had caused the blood stains ourselves (claimed “the staff said … the blood stains were fresh” next morning – this is a LIE and an INSULT – we have photo-documented evidence). I requested that she compensate us for the cost of the (comparable) hotel to which we had to urgently relocate the previous evening – our actual financial damage caused by their actions - instead of refunding the cost of Mission Inn. She refused. She issued a refund for the Mission Inn room, though. Other reviews on here indicate that our experience is not an isolated incident: dirty bedding, staff rudeness, kicking out guests, guests being insulted and accused of lying about sanitary issues, the staff making false reports to police against guests – this all has been happening within the last few months. This behavior is beyond reprehensible. We will be filing complaints with local health authorities and consumer protection agencies.

Check in was very pleasant. The lady checking us in gave us a thorough briefing and assured us someone would be there 24 hours a day—something that is rarer and rarer these days. The room is clean and comfortable. Plenty of counter space in the bathroom. One weird quirk is the rollout desk (I’ll provide a picture) that is in the narrow passageway between the entrance and bathroom area and the main part of the room. The Wifi was mostly out of commission. It worked fine the first evening we were there. The second day, it kept dropping my MacBook’s connection. The front desk said to call an outfit called Macrotech. They got me connected but it dropped again as soon as I hung up. I called again and again they did something remotely that got me connected but that only lasted about 10 minutes. I wouldn’t count on Wifi here. The air conditioner and bathroom fan are both very loud. So turn on the AC early and get the room very cold so you can turn it off and maybe sleep through the night.

This spot is truly a hidden gem in Santa Cruz! The owner, Rebecca, had high standards that were apparent in the facilities, which were absolutely spotless and well-stocked. After a long work day, the sauna and hot tub were truly a treat. The breakfast room was also packed with everything you need, such as waffles, biscuits and gravy, juice, fruit, bagels, and even whipped cream. Staff members like Anna were also very kind and helpful when the owner was away from the front desk. As a woman traveling alone, I appreciate that they have someone at the desk 24 hours a day. I highly recommend staying here if you are from out of town or looking for a relaxing staycation.

Great location, close to everything. Nice spacious room with comfy chairs & little table for dining, great bed too! The shower even has Dove shampoo conditioner and body wash available! We are definitely coming back to this motel.

Nice room, very clean and comfortable. Not sure if there was a lift as we weren’t told about it so it was quite hard carrying our suitcases up. Ideal location

I thought the room was pretty decent. My wife and I stayed here for seven full days. Daily housekeeping did come by and make the bed clean the garbages and replace towels. They even replace towels that we still had hanging and still plan to use, but honestly I'd rather have them replace them when we don't need it then not replace it at all. The rooms were quiet. Couldn't hear the neighbors at all. The bed was comfy enough though. Nothing out of this world or spectacular about it. The hot tub was in a cute covered gazebo and we went out one night and it was just my wife and I out there so that was nice. I didn't find the staff to be very friendly at all, though they weren't rude in the slightest bit. We did have to ask for housekeeping to sweep and vacuum our room as we attract some sand in and had no way to clean it up ourselves, and housekeeping had left it for 2 days before we asked. The couple negatives that we did note were that the shower head is very short. I'm 5'10 and had to duck to get water to wash my hair out. The other negative that we noticed was there weren't anywhere to really hang your towels or washcloths. But all in all with those two negatives I'd say it was a really good stay and I would definitely want to stay there again.

Our room 129 is next to road but you cant hear the noise from outside makes our sleep comfortable. The room is spacious for foot traffic and our luggages. There are plenty of outlets for our gadgets, we dont have to struggle to wait for our turn. There's enough light too. There's tables and chairs for use. It would have been nice to stay longer.

Rooms are hit and miss here. Sometimes they are clean. Sometimes they are filthy and smelly. Recently, the lack of cleanliness will ensure I will never stay here again. As well as the lack of experience of some (not all) of the front desk agents. The only plus is the location, and there aren't a bunch of homeless people in parking lot or area that I've seen like there are in other parts of Santa Cruz and California in general. Easy parking also. But if you want to sleep in someone else's used bedsheets, and dry yourself in stained dirty towels by all means stay here!