Ratings based on 1,077 Verified Reviews

4.2 out of 5
87% of guests recommend
4.5 Room cleanliness
4.3 Service & staff
4.4 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 10, 2017
Rooms cleaning is not good, you need to order towels not enough in the bathroom. Front office staff is so frandly.
Comment from Hotel Management
Jul 14, 2017 by Ashley Vincent, Hotel Management
Thank you for your comments about our wonderful staff. We will definitely look into this comment with our towels
2 out of 5
by A verified traveler from Dublin, California

The hotel staff needs training in customer service

Posted Jul 10, 2017
Picked this hotel for my daughter's wedding party and family. What a disappointment never have this experience at any other Hilton I stayed at. Reserved a block of rooms for my daughter's wedding party 20 + rooms all 20 guests were split up between the whole six floors. Not one guest room was cleaned on our Thursday or Friday night stay. Call down for clean towels had to wait over an hour. Never passed out our welcome boxes. Trying to find your rooms on the 6th floor from the first floor was a nightmare. Room keys kept deactivating every time we would leave the room we would have to go down to the front desk to get a new key to get into our room again very long lines at the hotel check-in when we did try to go get a key replace it took us forever the lobbies were extremely hot. I could go on and on but not enough energy to finish
Comment from Hotel Management
Jul 14, 2017 by Ashley Vincent, Hotel Management
I do truly apologize about this experience Nancy. We are reaching out to you directly to further investigate and make this right for you.
3 out of 5
by A verified traveler from San Francisco

Staff was rude and looks better in pictures

Posted Jul 10, 2017
We were there for a wedding party which we booked far in advance. When we arrived the front desk was rude the rooms weren't ready. We had guests who were not in there room once the ready started. There's two elevators which make it difficult with no bell check either. It was very difficult to navigate through the hotel.
Comment from Hotel Management
Jul 17, 2017 by General Manager, Hotel Management
Thank you for your feedback. During our summer months, it has been increasingly hard to accommodate a lot of early check-ins, as we are sold out almost every single day! That being said, we give plenty of warnings for wedding parties to book a day early if they need to get into their rooms in the morning. The reason why we have two elevators is because we were built on a mountain so it is very unique and not a typical one building tower with one straight elevator ride. Please accept my sincere apologizes and I sincerely hope you will contact us on your next visit to the Santa Cruz area.
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 9, 2017
Air conditioning unit seemed to be on the fritz as the whole room vibrated. So mostly we left it off. For a recent renovation you would think things would be in better shape. Don't know if it was related but the room really smelled. Also didn't help our spirits that with no warning the pool area was closed for some kind of major cleaning in the morning. Might give it another try in the future as the location is great and the price wasn't bad. Just have to hope a different room would do better.
Comment from Hotel Management
Jul 17, 2017 by Hotel Manager, Hotel Management
Thank you so much for taking the time to give us this feedback! I am sorry to hear of the AC issues and that the pool was closed for cleaning in the morning. This is definitely not the norm and was a side effect of just finishing our renovations Please give us another chance to leave you with a better impression. Once you booked your reservation, please contact us and we will ensure we pre-block your room and make it right!
4 out of 5
Recommended
for Everyone
by A verified traveler from NV

Nice hotel in a great neighborhood

Posted Jul 9, 2017
The hotel was in a fantastic neighborhood that felt really safe and was next to a really cute coffee shop within walking distance. Great workout facilities and a really nice pool.
1 out of 5
by A verified traveler from US

Worst hotel ever!

Posted Jul 8, 2017
Booked this hotel one evening for the next day. In the morning, realized I was never going to make it to Santa Cruz by that night. Called and tried to either cancel or rebook for next night. Hotel refused to do either and charged me the full price of the room. Awful, not helpful, not customer service oriented, low class, inflexible staff.
Comment from Hotel Management
Jul 14, 2017 by Ashley Vincent, Hotel Management
I apologize about this mishap. Unfortunately, when you book through a third party, our hands are tied. You would need to contact Expedia directly to modify your reservation.
1 out of 5
by A verified traveler from Seattle, WA

Terrible experience

Posted Jul 6, 2017
Pros: Nothing notable
Cons: Customer service and accountability for errors
Location: This hotel is not in Santa Cruz, but Scotts Valley so a 15-20 minute drive depending on traffic to beaches, UCSC, or other places of interest.
We booked five days at the Hilton in Scotts Valley while transitioning during a move. The desk clerk spoke very unprofessionally at check in and, unbeknownst to us, ran our card on top of the Expedia booking so instead of just incidentals we were charged for the entire stay twice. The same clerk declined to honor the typical Expedia Gold upgrade, instead offering two bottles of water. The room was very small and cramped for four of us plus a pet. During our five day stay, our room was cleaned twice at odd hours that were inconvenient to work around. After surviving the crowds of Father's Day/graduation weekend, we went to the pool only to find it closed. We were offered use of another facility's pool some distance away. When we brought the double charges to the hotel's attention, the Hilton took no responsibility, blaming it all on Expedia. They failed to credit the overcharge or return calls. After two weeks and numerous phone calls we finally got a response when we disputed the charge with our credit card. The hotel has still not offered any apology or additional credit for tying up over $1300 on our credit card for weeks. Extremely displeased to say the least. We book through Expedia to avoid hassle and got it in spades. The best part is the Hilton who handled us as a non-Expedia account kept their higher payment while refunding us the smaller amount. We obviously will not be choosing to stay with this or any Hilton hotel again.
5 out of 5
Recommended
for Everyone
by A verified traveler from Little Rock, AR

Perfect for traveling around this area

Posted Jul 5, 2017
This was such a nice hotel. I can't understand any negative review, esp ones that say it looks nicer on the outside than inside? This place is posh feeling, modern and elegant in my opinion. Was a great place to work this part of the coast from, rather than staying in the crowded downtown areas.
5 out of 5
Recommended
for Everyone
by A verified traveler from Stockton, ca

Posted Jul 2, 2017
I love how fast the check in process is, and the staff. Room services was also very quick. The room is always very clean, and comfortable.
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice very clean hotel.

Posted Jul 2, 2017
Our family was finally able to get together my son came down from Santa Barbara and my daughter who lived in San Jose was able to get time off work we travel to Santa Cruz for the weekend Capitola and Half Moon Bay we had a great night sleep at the Hilton in Scotts Valley.