Ratings based on 312 Verified Reviews

2.7 out of 5
43% of guests recommend
3.1 Room cleanliness
3.0 Service & staff
2.9 Room comfort
2.8 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from Visalia

Few available options.

Posted Dec 1, 2017
Pros: Water pressure in the shower. That's about it.
Cons: Customer service. Clean rooms. Clean public areas. The price should be significantly lowered.
Location: N/A
I failed to reserve a night at the regular hotel I stay at in Santa Rosa, so when I got there, every hotel in town was booked. This hotel seemed ok from the pictures and the price told the story of a decent hotel as well. I should have went with my gut and stayed in a neighboring city with more available options. The hotel did look nice as I pulled up later in the evening. The outside looked updated and the grounds were well maintained. I walked in and stood at the counter for a few minutes saying "Hello....Hello, is anyone there?". I was finally helped by a young guy. He seemed cool, but he's not what I expected. He checked me in told me how to get to the room, staircase on the side where my room was located, or elevator on the opposite side. I chose the staircase since I was on the second floor. Opened the door and found dog poop on the ground. Got up to my room and while the room was tended, it seemed they forgot to vacuum. I went out for dinner and told the guy about the dog poop. I used the elevator that night when I returned. That night I tested the toilet by flushing it as I always do before using it, and it was plugged. It was too late to deal with so waited till morning. Went to pick up the phone and wait, no phone in my room. Used my cell and it rang and rang with no answer for 10 minutes. In the morning I used the staircase, surprise, the poop is still there in the exact same spots, yes multiple spots. I told the older guy in charge and he didn't seem to concerned
Comment from Hotel Management
Dec 3, 2017 by Hotel Management, Hotel Management
Thank you for choosing to stay with us on your trip. We're extremely sorry that you had a negative experience here, and we assure you that all of your concerns are being taken seriously. We have no excuses to offer, but we do extend our sincerest apologies and want you to know that we are making adjustments and working to deliver better hospitality going forward. Please consider staying at our hotel again in the future so you can experience the terrific service you should always expect from us, every visit. Sincerely, Hotel Management
1 out of 5
by A verified traveler

Oversold rooms

Posted Oct 13, 2017 on Orbitz
The hotel was oversold by 5 rooms and no room was available when I arrived. What a surprise!
Comment from Hotel Management
Oct 15, 2017 by Hotel Management, Hotel Management
Please accept our sincere apologies for not having your suite available when you arrived at our hotel. We certainly understand your frustration and regret the inconvenience this caused you. We occasionally have guests who stay over without prior notification, and this is what happened on the day of your arrival. While we made every effort to correct the matter prior to your arrival, we were unsuccessful and we apologize. Please give us another opportunity as we would love to make it up to you and provide you an enjoyable stay. Sincerely, Hotel Management
3 out of 5
by Timothy

Posted Oct 10, 2017 on Hotels
Comment from Hotel Management
Oct 12, 2017 by Manager, Hotel Management
Timothy, thank you for your rating. We want every guest to have a pleasant experience, but we are sorry we fell short in making this happen for you. We hope to have another chance so we can deliver you a much better experience. Sincerely, Hotel Management
1 out of 5
by Joe

Worse experience ever!

Posted Oct 10, 2017 on Hotels
Our room reservation we made over a week ago was no longer available when we checked in at 1am. No reason given except "call Expedia sir"! Ended up sleeping in our car because neither the hotel, Expedia, or hotels.com could help us! Great customer service to all of you!
Comment from Hotel Management
Oct 12, 2017 by Manager, Hotel Management
Joe, it is disheartening to read you had difficulties with your reservation with the third party website. This is not the level of service we provide and it certainly doesn’t match our standards. Your comments are appreciated, and it has initiated additional training for our associates as we continuously improve. We deeply regret the inconvenience caused, and please consider giving us another opportunity so we can show you the example of our hospitality. Sincerely, Hotel Management
1 out of 5
by A verified traveler

READ REVIEWS & DO NOT STAY HERE

Posted Oct 9, 2017 on Hotels
I don't even know where to start with this place. My husband and I walked in at 11pm. There was a long line waiting to check in. The guy at the front desk was extremely unprofessional talking in ghetto slang with these two gangster kids. Took FOREVER to check them in because he knew them. After like 20 minutes, we get to the front and he goes "oh yea, y'all are relocated, you need to call hotels.com" and he walks away. The lady was not very pleasant either. We HAD to stay in that area because we were visiting sick family. We purchased a room but then sold our room?! I've seen this in many reviews too about relocating! Immediately we walked out and called for a refund. Very dirty, unsafe, smells very bad, employees are unprofessional and I do not recommend for anyone what do ever. They should really look at the type of people they hire for customer service because employees can ruin you. HORRIBLE hotel
Comment from Hotel Management
Oct 12, 2017 by Manager, Hotel Management
Please accept our sincerest apologies for not matching our typical level of standards. We never compromise on the courteous customer service for which our entire staff is trained for, and we can assure you we will redouble our efforts to ensure this does not happen again. We deeply regret the inconvenience you encountered with your reservation, and please consider being our guest again so we can accommodate you with the much better experience you deserve. Sincerely, Hotel Management
3 out of 5
by A verified traveler from san francisco, ca

Cheaper than the hotel picked for a wedding

Posted Oct 2, 2017
We had called prior to our arrival asking for early check in (wedding and check in we're both at 3) we arrived on Saturday the 30th around 1pm and told the man at the desk we wanted to check in, he promptly said no. Nothing available. We kinda stood there, and then my friend mentioned we called to see if there was early check in and there should have been a note attached. Again the man said no, very rudely. My friend and I just looked at eachother and started to discuss a plan of action and he then just grabs a clip board and says he'll go check if a room is ready. If that were an option from the begining, why was he so rude and not helpful at first? He completely changed his tone and became pleasant. The hotel was wildly conveniently located to the venue, but that's basically the only good about it. Room was shabby and old looking, mattress was hard, stains all over the walls, carpets, floors. I appreciated having a roof over our head but we will never choose that roof again.
Comment from Hotel Management
Oct 4, 2017 by Hotel Management, Hotel Management
Thank you for choosing to stay at our hotel. Please accept our apologies regarding your unpleasant experience at our hotel. Our number one goal is to ensure each of our guests has a wonderful experience, and we are sorry we fell short this time. Please know your feedback has been shared with the entire team to ensure a review of our processes. We hope to see you again and have the opportunity to make your next stay perfect in every respect. Sincerely, Hotel Management
3 out of 5
by Marilyn

Would not stay here again

Posted Aug 28, 2017 on Hotels
Only one person working to help customers. Although there was a kitchenette there was not a cup or glass in the entire room. Bed felt you were sleeping on a sheet of plywood. Woulld not ever stay here again. The area the hotel was located was the only saving grace.
Comment from Hotel Management
Aug 30, 2017 by Manager, Hotel Management
Marilyn, thank you for being our guest. We are pleased you had an overall nice stay and liked our location. We value your observation in regard to the bed and will make necessary changes at the time of future renovations. We would also like to inform you that to ensure cleanliness of kitchenware upon check-in and as per our brand standards, these items are available at the front desk rather than leaving them in the room, and our team gladly delivers them upon request. We hope to have the opportunity of welcoming you back soon. Sincerely, General Manager
1 out of 5
by A verified traveler

Posted Aug 28, 2017 on Orbitz
Started out taking long time to check in and then went down hill Shower curtain and rod were missing and hair dryer was ripped from wall. Curtain was never replaced
Comment from Hotel Management
Aug 30, 2017 by General Manager, Hotel Management
Please accept my apology for not living up to your expectations during your visit. We are extremely sorry for the inconvenience caused in your room and with the amenities we offer. We take comments like yours very seriously, so we are looking into where we went wrong and making changes to our processes to better serve our guests. I truly hope this unfortunate situation will not prevent you from staying with us again. Sincerely, General Manager
1 out of 5
by A verified traveler from miami beach fl

Would not let me check in

Posted Aug 23, 2017 on Orbitz
I missed my flight and was a few hours late and they gave away my room and they were sold out !! Orbitz fixed the problem and got me into another hotel But the staff were not sympathetic at all and seemed to make no efffort to help
Comment from Hotel Management
Aug 25, 2017 by General Manager, Hotel Management
Thank you for your feedback. We were disheartened to read about the service problems you experienced when checking in and hope you will accept our sincere apology. This is not the typical feedback we receive about our staff and the service. We love welcoming our guests into their home away from home and ensuring they have everything they need for a great stay. Please know we are taking every possible measure to make sure this does not happen again. We hope you will consider a future stay so we can better demonstrate our commitment to service excellence. Sincerely, General Manager
2 out of 5
by A verified traveler

Expensive and unkempt

Posted Aug 21, 2017
Terrible breakfast, no fruit, cheap muffins, cheap granola bars, no hot water for the oatmeal. The counter didn't look clean. Front desk looks abandoned, staff hides behind a wall, nobody is there to greet guests. The room had big stains on the carpet, the bedding and furniture looked old, not enough coat hangers in the closet, no hair dryer, kitchen didn't have dishes, cups or utensils. Overall the hotel looked unkept. Not a good impression.
Comment from Hotel Management
Aug 23, 2017 by General Manager, Hotel Management
Thank you for being our guest. We regret and apologize for all the inconveniences you encountered while here. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. We assure you that what you experienced is not acceptable, and we will take immediate action to identify why we failed so we can prevent these issues from occurring again. We hope you will consider giving us the opportunity to make it up to you on a future visit. Sincerely, General Manager