Name: SureStay Hotel by Best Western Santa Cruz
Address: 516 Water Street, Santa Cruz, 95060, US

6/10

Pleasant

01 Aug 2026

Gareth

Reasonable location for I1 and the boardwalk. Check in staff were great. Ample parking. Rooms basic. Breakfast terrible.

2/10

Poor

27 Jul 2026

Carlos

No breakfast,the indian guy i think is the owner very rude

4/10

Poor

25 Jul 2026

Marina

The housekeeping was nice
The place looks ok but looks like needs work, the first room we got the toilet wasnt working and i had to request to be moved to another room and by the looks of I wasnt the only one having issues with stuff there. I wont be coming back here.

10/10

Exceptional

23 Jul 2026

Jessica

Perfect price and room for what we needed!!! :)

8/10

Excellent

22 Jul 2026

Robert

The owner of the property was very rude, especially towards my wife. He made her feel very uncomfortable and basically was unwilling to give us extra towels very rude and very condescending not a pleasant man, but everything else was perfect him not so perfect. Thank you.

10/10

Exceptional

20 Jul 2026

Susan

Very quiet and we were in front of pool! Very nice for family! Staff wonderful!

Family_with_children

10/10

Exceptional

18 Jul 2026

Michael

Checking in was easy and staff was welcoming.

10/10

Exceptional

12 Jul 2026

Fretchie

Fridge was not working and dirty in our room at the time of our check-in.

Family_with_children

2/10

Poor

08 Jul 2026

Lorena

The breakfast was very limited no boil eggs on the day we stayed which was Monday morning. In our the hair dryer was broken the toilet didn’t flush I had to put hand the tank to the fix the chain and one the lamb was broken. Will I stay the again NO. Do I recommended it to others No.

Partner

10/10

Exceptional

06 Jul 2026

Jose

The staff is amazing and the location is beautiful

Business

2/10

Poor

05 Jul 2026

Rocio

My family and I booked a stay at the Surestay Hotel by Best Western in Santa Cruz from July 2nd through 5th, but we checked out after just one night, on July 3rd, because the room was so disgusting we could not stay any longer.

The bedsheets were visibly dirty, with hair and stains on them, and the curtains were stained as well. We also suspect bedbugs. My daughter developed a skin condition/dermatitis that we believe was caused by the filthy bedding. On top of that, we saw roaches in the room, and the bathroom drain had drain flies and a foul odor coming from it. The overall cleanliness of the room was completely unacceptable for a paying guest.

Beyond the state of the room, the way management handled our concerns made the experience even worse. When we asked the front desk for extra towels, we were flatly refused. When we asked for an extra pillow, we were refused again, with no explanation and no attempt to accommodate a basic, reasonable request. The staff we dealt with were curt, dismissive, and clearly uninterested in addressing guest concerns of any kind. There was no apology, no acknowledgment of the state of the room, and no effort made to fix anything during our stay.

This does not appear to be an isolated incident. Other guests have also posted reviews describing serious problems with how this property is managed, including allegations of being unfairly accused of wrongdoing at checkout, disputes over unexplained ch

Family_with_children

6/10

Pleasant

04 Jul 2026

john

staff was a bit stingy about extra towels.... low effort all around from front desk to maintenance. no refill for food in cafeteria 30 minutes before the end.

Family_with_children

4/10

Poor

04 Jul 2026

Nicholas

Really thin walls, got woken up at 2am by very noisy neighbors.
The remote for the TV (which had a sticker saying the room number) was for a completely different room.
A piece was missing from the coffee maker, rendering it useless.
Vending machine gave me a completely different drink than I paid for.
2 stars.

Self

10/10

Exceptional

02 Jul 2026

John

Managers Parth and Shailesh were attentive and good hosts, friendly and welcoming. Overall good experience.

Family

2/10

Poor

29 Jun 2026

Martin

The room was like a \"No Tell Motel\", no extra chair, no place to put the luggage except on the floor. The coffee maker was old and dirty. One of the security door locks was missing. Their breakfast consisted of waffles and toast, no eggs, no potatoes, no bacon or sausage, we had to get our breakfast elsewhere. This was a bad choice!

Friends_and_family Family

10/10

Exceptional

28 Jun 2026

Christine

Location was convenient, safe and quiet neighborhood. The bed was comfortable. Netflix was available. Pool and breakfast was perfect. We’ll stay there again.

Family

10/10

Exceptional

18 Jun 2026

James

The front desk man was awesome!! Clean rooms, clean property and friendly staff!! Overall I would say 9 out of 10. I would suggest a better tv package. Only had about 35 channels. Maybe something with a 24hr cartoon channel, very helpful for parents lol. Also need bigger pillows. Will definitely be coming back.

Friends_and_family Family

4/10

Poor

13 Jun 2026

Carmen

The blankets and pillows smell like cigarette smoke and body odor.

Family

6/10

Pleasant

07 Jun 2026

ALEJANDRA

The room was decent. The water wouldn’t drain in the shower which in my opinion is gross. The shower ran out of body soap. The front staff was barely helpful. Breakfast wasn’t open when promoted on Saturday morning.

6/10

Pleasant

19 Apr 2026

Brittany

Half size pillows, tight parking, needs updating.

Family_with_children

10/10

Exceptional

11 Apr 2026

Bethany

Waffle iron in addition to continental breakfast. Nice pool. Room was well-decorated, although some paint needs touched up and rust needs removed from the drains.

Family_with_children

8/10

Excellent

05 Apr 2026

Alberto

Stay was ok, just really needed some where to sleep. This place did not seem very hospitable

10/10

Exceptional

20 Mar 2026

Melvin

Great place, clean and accessible to all areas, breakfast is a plus.

10/10

Exceptional

08 Mar 2026

Dennis

This property of was perfect and I would definitely stay there again

8/10

Excellent

08 Mar 2026

Dianne

I am always made to feel welcomed and at home at this SureStay hotel. The beds are comfortable and the rooms are quiet. The location is an safe, easy walk to the downtown shops and restaurants. I look forward to my next stay.

Friends

6/10

Pleasant

07 Mar 2026

Michelle

The bed was rock hard, rundown property. Decent enough if you're just needing somewhere to crash for the night.

Partner

8/10

Excellent

05 Mar 2026

Russell

clean room, needs updating, more hooks or shelves or towel bars to keep items at hand.

Partner

4/10

Poor

02 Mar 2026

Jenna

Rooms were fairly clean but I saw a cockroach on the wall in my room. That caused me not to want to eat the complimentary breakfast. The beds were also uncomfortable. Parking can become quite the hassle if the parking lot is really full. More than likely wouldn’t stay again unless it was the only option.

Family_with_children

2/10

Poor

02 Mar 2026

Silvia

Breakfast was basic. hurry up because at 9;29 am they start cleaning it. even Sundays. staff enter my room without notice and invite me to check out! at exactly 11;00am, rooms have no phones. owner think is okay to invade rooms after 11.00am. He is rude and unprofessional. it ruined my weekend! woman traveling alone do not stay there!!! front desk denied me late checkout with a fee, and harass me to leave. NOT KIDDING. I run from Santa Cruz.

Self

10/10

Exceptional

01 Mar 2026

Mark

Spotless!

4/10

Poor

14 Feb 2026

Nichole

Staff, room & amenities

Partner

10/10

Exceptional

07 Jan 2026

Melvin

It was great

8/10

Excellent

06 Dec 2025

Judy

Lots of parking. And the staff was excellent.
Only issue I had was someone went into my room while I was gone and put a closed bottle water on top of the tv stand. And I had the do not disturb sign hanging outside. I informed the manager and he said he would look at the video BUT I have not heard from them at all.
After this incident I did not sleep at all. I was scared of someone coming in my room again.
Luckily I checked out the next day.

Self

10/10

Exceptional

30 Nov 2025

Michelle

Very helpful, quite, clean, and comfortable couldnt ask for more.

8/10

Excellent

15 Nov 2025

Maria

Very clean,

10/10

Exceptional

14 Nov 2025

Ed

Staff is very nice every time we stay there

Leisure Family

10/10

Exceptional

14 Nov 2025

Teresita

Wonderful staff… room had air conditioning and plenty safe parking

Leisure Family

8/10

Excellent

09 Nov 2025

julian

Yes.

Partner

4/10

Poor

09 Nov 2025

Taisha

Not enough parking. I had to walk a couple of blocks in the middle of the night with my daughter to find parking when it should be included in my stay. How are you able to over crowd

6/10

Pleasant

04 Nov 2025

Sean

It was ok .. parking was bad

Leisure Self

10/10

Exceptional

02 Nov 2025

Robert

Staff was excellent, room was clean and location was great.

Leisure Partner

10/10

Exceptional

01 Nov 2025

Steven

Clean room, comfy bed, the same cable system I have at home easy to use.

Leisure Self

10/10

Exceptional

21 Oct 2025

Diane

Parking was great. The Restaurants were very great. Really appreciated that it was so close to the Courthouse where I am attending 2 Trials.

Self

6/10

Pleasant

03 Oct 2025

Tanya

The room looked clean when I entered and smelled like bleach. However, when I walked on the floor with bare feet my feet got so dirty! Also, at 11:00 am the next morning as I'm preparing to leave, the maid staff knocked on my door to tell me it was check out time and they needed to clean the room! Then as we were walking out, he walked right in before we could lock the door! This has never happened to me at an establishment. It was highly unprofessional and completely rude.

6/10

Pleasant

02 Oct 2025

Jennifer

Parking was not ideal, other guesses were double parked and it didn’t allow enough space for our truck to fit

Business

4/10

Poor

28 Sep 2025

Piero

Clean

I found some hair in the toilet and was not really clean

Partner

10/10

Exceptional

28 Sep 2025

David

Friendly staff, very knowledgeable and friendly. Grounds were very well taken care of. You couldn’t get a better place for the price anywhere in Santa Cruz

Self

10/10

Exceptional

28 Sep 2025

David

Extremely well kept and walkable spot that deserves the best recommendation from me

Self

10/10

Exceptional

22 Sep 2025

Robert

Great experience

Leisure Partner

2/10

Poor

22 Sep 2025

RANDY

We checked out the same day, we didn’t stay ! Toilet was clogged, cigarette burns on the seat. On the furniture floor was dirty. No screen on the window, ask for different room same thing but worse smelled, cigarette burns on the bathroom sink and seat. cigarettes, homeless outside and cleaning people just standing outside talking to the homeless . Nice person at the front desk, we left at less 20 minutes. Didn’t stay one night !

Business_and_leisure Family_with_children

4/10

Poor

20 Sep 2025

Dale

unhappy

bathroom door would not open completely because it hit the toilet. Had to slide around door to close. Bed was very hard and uncomfortable. No threshold and raised lip between bedroom and bathroom floors with gap, tripping hazard. A/c unit half melted on one side. No hot water at 9am on a saturday.

Business

10/10

Exceptional

19 Sep 2025

Rebecca

It was so comfortable! The size is perfect! The bed was so comfortable!

Leisure Partner

10/10

Exceptional

14 Sep 2025

David

Lover Sure Stay Santa Cruz

Definitely very amiable service. Clean and well maintained facilities. Continental breakfast is tasty if spare, but absolutely delicious for the price. Nothing else in Santa Cruz delivers more bang for the buck without any negatives

Self

10/10

Exceptional

10 Sep 2025

IRIS

Fast check-in, comfortable room, and everything was simple and easy. Great place for a quick stay!

Business_and_leisure Family

2/10

Poor

04 Sep 2025

Irina

Dirty floors,, homeless slept by our car at night, spider webs, breakfast wasn’t refilled when needed, no washcloths,, rude staff

Leisure Family

10/10

Exceptional

03 Sep 2025

Chris

Great value and strong ac, easy parking and breakfast.

Leisure Family_with_children

2/10

Poor

01 Sep 2025

edwin

Will not be staying here again. Best Western can do better, this property is in bad conditions. For the price I paid, $400, for one night. I expected BW to hold a high standard for this facility. Rooms are dirty, beds very uncomfortable and outsated to say the least. Bathroom was moldy and shower rod was rusty all around. Breakfast was just cereal, waffles and muffins-terrible. Stay away people.

Leisure Family_with_children

6/10

Pleasant

22 Aug 2025

Zachary

Light cover in room was cracked and failing off. Bed frame was bent and the bed was barely functional. Limited parking, limited items for continental breakfast. Limited help from staff as not at front desk.

4/10

Poor

20 Aug 2025

Guadalupe

You get the very basics. No real amenities besides the pool. Overpriced for what you get in my opinion.

Leisure Family_with_children

6/10

Pleasant

18 Aug 2025

Gonzalo

Rooms were a decent size and clean, and the front desk staff was friendly. Parking was also convenient.

But the breakfast was a complete disaster. For the price you pay per night, all they offer is bread, yogurt, and cereal — nothing else. To make matters worse, at 9:30 a.m. sharp the cleaning crew stormed in and started taking everything away while people were still sitting and eating. They had zero respect for guests. One of them even dumped a trash bag on the chair where I was sitting, while I had just stood up for more cereal. That’s not only rude — it’s disgusting and unacceptable in a hotel that carries the Best Western name.

Because of this, I can’t rate higher than 3 stars

Leisure Partner

6/10

Pleasant

11 Aug 2025

Aaron

The guy in chargre, remove the breakfast food 20 minutes time was up. Told others guest beside me that they couldn't get anything more food. Had a staff member pickup the food.

Leisure Family

2/10

Poor

10 Aug 2025

Ashley

the front desk guy was rude

10/10

Exceptional

07 Aug 2025

amaris

DEFINITELY COMING BACK!

8/10

Excellent

02 Aug 2025

Sam

Good location, clean.

4/10

Poor

30 Jul 2025

Noemi

Place was just scary. Lock on my door appeared tampred so I asked for another room. Got one next to

10/10

Exceptional

30 Jul 2025

Juanita

Quick check in.

Leisure Family_with_children

10/10

Exceptional

29 Jul 2025

Gerardo C

Amazing

Friends_and_family Family

8/10

Excellent

27 Jul 2025

Ignacio

Ok

Leisure Partner

10/10

Exceptional

19 Jul 2025

Leanna

Last minute booking easy check in and very friendly will definitely return on next visit to Santa Cruz.

Friends_and_family Family

6/10

Pleasant

16 Jul 2025

Dominique

Garbage left in the closet and drawers when we arrived no soap. Staff was nice and helpful. Parking is rough

8/10

Excellent

14 Jul 2025

Ignacio

Rooms little smaller

8/10

Excellent

13 Jul 2025

Maribel

Easy parking and Easy check-in and clean room.

Leisure Family

2/10

Poor

04 Jul 2025

Denise

Do not stay at this hotel

My experience at this hotel was largely negative.

The staff member at the front desk was unfriendly and rude, creating an uncomfortable atmosphere. Although breakfast is included, his behavior made it unpleasant. He yelled at customers and was unhelpful, and the hotel floors were dirty. I advise against seeking assistance from the front desk.

Additionally, four days after my stay, I was charged for items I did not authorize.

6/10

Pleasant

30 Jun 2025

Scott

This is an updated motel, the kind where there are no indoor hallways to your room. The room windows face the pool and exterior walkways, so there *will* be people walking by your window and you'll get some noise from that and and the pool, vehicles, etc. It's not bad, just be sure to expect that.

The rooms are small, with in old in wall A/C that worked ok, but overly cold weirdly. Tile/laminate floors though weren't mopped thoroughly, so we washed our feet before getting into bed.

Breakfast was ok but included. The pool was good, though not heated (this was in late June and still quite cold to get into). Area is ok, but I did see a street walker outside (not a risk, but paints a picture).

I'd consider staying again, though I'd probably opt for somewhere else tbh.

Leisure Family

10/10

Exceptional

29 Jun 2025

Sandra

It’s a nice place

Leisure Family

2/10

Poor

28 Jun 2025

Dallas

Room was very poor quality. I had to switch rooms three times. There was a hole in some of the furniture and cigarette burns also one of the door knobs fell off and the room smelled. I asked to speak with the manager and they said the manager won’t be there till 11 AM the next day. Unacceptable.

Leisure Family_with_children

8/10

Excellent

22 Jun 2025

Robert

Staff helped me get into room when needed , didn’t like how towels was unavailable after hours

Leisure Partner

6/10

Pleasant

21 Jun 2025

Arturo

Door didn’t close. Fridge wasn’t working. Very noise. We had a party going on upstairs. Room wasn’t cleaned properly found someone clothes and underwear in the closet.

Family_with_children

8/10

Excellent

16 Jun 2025

Jack

The management was absolutely great! Friendly, curious & very helpful. Top notch. Best part of our experience.

Leisure Partner

2/10

Poor

16 Jun 2025

Mary

I didn't like this property at all. Let the photos speak for it.

6/10

Pleasant

16 Jun 2025

Shelley

Looked like the door had been kicked in a few times, missing light fixtures. Soda machine not plugged in. Hair left in the shower (not ours) Oh and you can’t tell by the pictures but this is a motel. I purposely picked this because it was attached to the Marriott name but I know better now.

Leisure Family

4/10

Poor

14 Jun 2025

Cheryl

The room floors were filthy especially in corners and bathroom. Hardly any breakfast choices, ran out of fruit, milk, juice. No protein at all. Ice tasted dirty . People above were stomping around all night.

Leisure Family_with_children

2/10

Poor

11 Jun 2025

Brandi

Really disappointed...... The breakfast was very minimal. 2nd day waffles not available... Only old fruit and cereal. I was told the pool was heated. Was definitely not. Me and my 1 year old didn't get to swim. Ever time we tried to get hotel staff help was nearly impossible...

Leisure Family

4/10

Poor

31 May 2025

Brianna

Rude staff, room not equipped and terrible cleaning

Leisure

4/10

Poor

29 May 2025

JOEL

Room was very barebones with the minimum needed to stay. No extras at all. Furniture and bed were not in great shape.

Partner

8/10

Excellent

12 May 2025

Jana

They need to have a water machine where you can get your drinking water

Leisure Partner

2/10

Poor

22 Apr 2025

Ciera

Would not recommend

Spent Easter weekend with my kids in Santa Cruz to check out the boardwalk. Checked in on Friday night, checking in was simple. Got to the room, the sheets and pillow covers were stained or wasn't changed.

There was a hair ball on the desk! DISGUSTING!! like someone cleaned out their brush and left it there, shows they didn’t clean the room! obviously.

we asked for extra towels and the front desk, or owner was complaining that we wanted extra towels. (just one man there all day and night, i assume he is the owner)

pictures online looked nicer than in person, i’m not surprised!
also parking sucks!

but the location is

Friends_and_family Family

4/10

Poor

20 Apr 2025

David Jackson

So so

Negatives: Dingy and dusty, rough sleeping arrangements, trash left in room. The positives: extra pillows, close to downtown, Continental breakfast was good, secure doors, hot water.

6/10

Pleasant

12 Apr 2025

Vivek

Very rude customer service. I arrived late and there was no to attend. I should have called and mentioned about being late but that doesn’t mean a person can talk to me like a trash. The person said you are ridiculous. Really didn’t expect this kind of service. He is in this business and signed up for these kind of situations where a guest can be late. I can not predict my exact time of arrival. I was with family and once no at the reception made my worried. Person picked the call after 4 -5 times of trying. He said I called many times but I did receive the miss call only once and no voicemail was left to know someone expecting a call.

Business_and_leisure Family

4/10

Poor

22 Mar 2025

Edward

Not a Sure Stay

This hotel is very basic. I was upset that the front desk would not provide an extra blanket on a cold night. He said, \"turn up the heater.\" That's not hospitality.

The bedside lights did not work. The room was clean and the shower, though small, was nice and hot.

The free breakfast features mini-muffins (size of big dots) and a tiny waffle maker. The coffee was very watery and weak. Please don't cut corners on this small amenity.

Friends_and_family Family

4/10

Poor

09 Mar 2025

Melissa

The room had an odor. The towels need replacing they were old, dingy and on top of that there were only two towels provided in the room. There was a stain on the bedsheets and the bedding could use some updating with only one sheet and a paper thin duvet.

Leisure Partner

10/10

Exceptional

23 Feb 2025

Ed

Great stay! Staff very friendly.

10/10

Exceptional

18 Jan 2025

Catherine

Noise issue that was handled swiftly by management

10/10

Exceptional

06 Jan 2025

Monique

Blow dryer didn't work, but staff was kind enough to make things work.

Leisure Family

10/10

Exceptional

29 Dec 2024

Verified traveler

It was amazing!!

Friends_and_family Family

8/10

Excellent

16 Dec 2024

Patrick

Inexpensive. Nice Location.

If I were to guess, I would say that this was a dilapidated property that was recently purchased and quickly renovated.

It isn't perfect, but it's cheap and the staff are friendly.

The really nice thing about this place is the location. It's a 5 minute walk to Maitreya Retreat, Enterprise Rent-a-car, and Santa Cruz Diner.

8/10

Excellent

28 Oct 2024

Verified traveler

Hotel with potential

Shailesh (sorry not sure about spelling) , gentleman at front desk and at breakfast too was great- friendly, helpful and welcoming . The room was fine except for some irregularities eg. The curtains were not all hanging properly , parts were off the rods which made the room look sloppy and unattended to, the white (soap scum) residue on handrail in shower, gaping hole in sink where stopper would be
… - basically details that could pull the room together to complement the great service provided by Shailesh

Partner

10/10

Exceptional

28 Oct 2024

James

Warm, Comfortable Stay for UC Santa Cruz Drop-off

I recently stayed here while dropping my daughter off at UC Santa Cruz, and I couldn't have been more pleased with the experience. The staff were incredibly friendly and accommodating, allowing me to check in a bit early, which made my busy schedule a lot easier. The room itself was just as advertised—clean, comfortable, and quiet, providing a relaxing space to unwind after a long day. The attention to detail and welcoming atmosphere made my stay feel pleasant and stress-free. Overall, it was the perfect base for a memorable trip to Santa Cruz, and I'd happily stay here again.

Friends_and_family Family

10/10

Exceptional

13 Oct 2024

Rosa

Very clean and very welcome service.

Business_and_leisure Family

4/10

Poor

16 Aug 2024

Salvador

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.