Hilton Santa Cruz/Scotts Valley

Everytime our family comes to Santa Cruz we stay here. Typically, everything is great. The service, the room, the environment, this time around it had to be the worst experience we've had. Our room had a blanket that had weird stains on it. Then when asked for a replacement it took 2.5-3 hours to receive a thin sheet, late at night.(midnight) We also only had 3 towels to where our stay informed 4 people were staying in room. In requesting for more towels, we had to go get it, at the front desk. This is not typical Hilton service so we were turned off by this experience.

The King Jr Suite was fabulous for a family with 2 teens. Unfortunately, the toilet was not working properly when we arrived and only got worse. Maintenance didn’t respond to snaking it when we let them know (& while we were out), and then when we got back in the evening, maintenance was gone (of course!). They found someone to come out who said there was something still stuck that they would have to deal with the next day, but nobody fixed it or cleaned the toilet. It was probably a fluke, but it was a huge disappointment not to have a 2nd functioning toilet when we paid for the suite. They offered us a free soda or bag of chips on the way out…

I primarily stayed at Hilton properties for work and I go out of my way to stay at Hilton properties when I’m traveling with family. I didn’t really want to believe the reviews online but sadly they are true. First off this is a Hilton property so it’s nicer than most. When we first arrived, we were just a little after four after traveling all day in a room was still not ready. When we got into the room, the thermostat was broke and stuck on 75 we couldn’t get it taken care of until the next day, which isn’t entirely too hot for my two-year-old . And then each day I asked for towel and trash service, and it was not accommodated any of the days so by the time we left, we had to use recycle towels for three days, and our trash bins were overflowing with a toddler again most of these things I usually overlook if I’m staying at a budget motel but if we’re paying two to $300 a night this is not acceptable for a Hilton property .

I love the easy location. It makes fun to spened time with family in my home town. Everything is so close and convenient to get to. We enjoyed our room and it was nice to have a restaurant to be able to have coffee and breakfast together.

My family had a great time, but I was disappointed in the poor attention to detail regarding the room. Things were not stocked properly and we didn't have any washcloths and only two towels, only decaf coffee, and the extra outlets on the desk don't work. Otherwise, the bed and pillows were comfortable. I just expected more from Hilton.

We met for a family gathering. The hotel was a very nice destination for us and we are thinking we can stay there on our future trips. However, I was very disappointed in the cleanliness of our room. Mold in the shower door and inside the shower. Bathroom floor was dirty, I travel with wipes and I used up all my wipes cleaning the bathroom floor. The couch and chairs all have stains, the master bathroom toilet ran, the bedroom remote didn’t work, my husband mistakenly walked in his sock and the socks were disgusting and the much needed hot tub was tapped off so we could use it on Saturday.

Quiet, clean, beautiful views. The room was large and comfortable. My kids and I felt welcomed and safe. The breakfast was convenient but a bit pricey. The pool and hot tub were great.

We usually stay here twice a year for the past 10 years. Our kids like the pool and the quietness. It’s close to SC but not in it. Overall this stay was nice. Just replace those chairs in the room. They look horrible. The room felt slightly less clean than before. Maybe do some regular pressure washing of the walkway by the the pool.

Everything went ok with the room. I didn’t like that during the week we stayed the pool was frequently closed. We booked this hotel to keep our child busy in the pool while others were in a conference work but nop, that was not possible. And there are no other amenities for children.

Unfriendly staff. At check in. The staff didnt look happy more like she didnt want to be there. When we went into our room- I had to shower my son. The bathtub had sand left over in there. So then I decided to just shower him in the stand up shower. It was gross. There were black curly hair all over in the stand up shower and looked like it was never scrubbed or washed. The floor felt slippery. I called front desk several times they wouldn’t answer. So I ended up cleaning the shower with what I could since I had a tired toddler. Our fireplace was broken as well. Since front desk wouldn’t answer I walked over to front desk showed the pictures of the tub and showers she didn’t really show care. Told me maintenance can help but with what ? Cleaning? I also mentioned fire place isn’t working maintenance guy came 3 times to try fixing it and it never worked. He didn’t speak English that well and was not understanding what I was telling him. At this point I just gave up. All I wanted was to have a relaxing night but it was the opposite. Rooms r so expensive for no reason. Breakfast staffs look miserable no smile on their face and doesn’t even greet. Hire friendly staff that makes u feel welcomed. Fix broken things and have house cleaners clean the rooms the right way.