“Lovely hotel with bad service”
The hillside location above Soquel was spectacular and peaceful, and the pool and spa facilities were nice, with full gym access, two pools, a sauna and a steam room. The hillside view rooms have balconies that overlook the surrounding eucalyptus groves. Food at the hotel restaurant is competitively priced and tasty. However, the management, communication, staff attitude and service left a lot to be desired, especially for a resort at this price. The waitress at the View restaurant was passive‑aggressive and slow; when I asked for more water she said she would bring it “next time she passed by,” which took forever while she ran food to another section with two bussers standing and chatting. After we asked for our bill she never came, and we had to ask the manager. One morning I tried to order a cappuccino to go; the host refused to serve me (“not now”) and directed me to the free coffee, which gave me an acid stomach (this was at 8 am and the restaurant was slow). Another issue: the mechanical curtain in our room was stuck closed, making the room dark and blocking the view we were paying for. It took forever to get a response (the phone goes to a bot and the front desk only texts). It wasn’t fixed until the next day. The terrible communication and service really marred what is otherwise a lovely facility.
Juliet·2 bulan lalu