Hilton Santa Cruz Scotts Valley, Scotts Valley

The bed was like sleeping on raw springs. When maintenance came to change it in the morning it had a urine stain on the other side that spanned the entire width of the bed. The mattress they changed it for was just as bad so I checked out. When I spoke to Rich, the manager, he told me that urine stains don't make mattresses uncomfortable. I'm glad he told me that because I always thought that sleeping in other people's urine would be very uncomfortable.

I stayed at the Hilton Scotts Valley/Santa Cruz on July 15-16. I paid approximately $200/night. The fee included complimentary breakfast and valet parking. My first disappointment was that hotel room purchase through Price line means NO Hilton Honors points, because the room was “sold to Price line, not to you.” OK, no huge deal… I used the valet service for my first nights stay. When I looked out from the hotel lobby, I noted that MY car was the ONLY car parked facing out, as apposed to every other car simply driven straight into their respective parking spots. In the morning, when my car was brought to me, I walked to the passenger side and saw a large dent running down the side of it, with fresh paint transfer. I asked the valet attendant and he simply shrugged his shoulders and said “I didn’t do it.” I was in a hurry, so only had time to have the valet kid fill out a short incident report. When I returned, I asked to speak to the manager in charge to figure out how my vehicle was going to get handled. The general manager walked out to my car with me and after seeing the damage, said “wow, that’s too bad. Unfortunately we are not liable and there is nothing I can do for you.” I was shocked and explained that his staff was the last to drive it. He told me to look at the fine print on my ticket and I would learn that they are not responsible. In the end, he offered his business card and said I could submit a bill from my insurance, but that it would not be paid. He concluded by saying “I didn’t want your car to get hit.” I was pretty angry to say the least. When I returned to my room, after SELF PARKING my car, it was 5:30pm. I found that the room was not cleaned, as room service had not yet got to it. When I asked the front desk why my room wasn’t cleaned yet, they said it was a busy weekend. As much as a hassle as it might be from this point forward, I will NOT, to the best of my ability, stay at a Hilton hotel, much less this specific location. I feel like they made ZERO effort to make things right. It was shocking that in this day and age, a hotel manager would think its OK to let a customer walk away with a screwed up car and a clearly articulated BAD experience without making ANY effort to minimize the damage. Really, they could save some money by eliminating the position altogether if all they can do is say “sorry.” I am almost more surprised with the bad treatment than I am angry that my car was damaged…NEVER AGAIN.

I have be fortunate to have traveled all over the USA and Europe and have stayed at some elegant hotels. Without sounding too corny, the staff at the Scotts Valley Hilton ranks way up there with the best of the best. Highly recommend this for business or pleasure. A little on the expensive side, but "it only cost a little more to go first class!" Sincerely, Henri Lopez henril@msn.com

Very good hotel, the room was big, had a nice view and the bed felt like sleeping on a cloud. The only bad thing was that the rate did not include breakfast.

This place is great! One of the nicest rooms I have ever stayed in. Very large, ultra clean, beautiful room. Great staff anxious to please. Had a great stay.

My husband had to work in Scotts valley for a week and he stayed at Hilton there. I went with him and had a lovely time by myself during the day while my hubby was working and then have nice dinner with him in the evening. The location is great - close to Santa Cruz shopping district, the Capitola Beach and i even got to visit my friends in Salinas which was only an hour away. The room is very nicely decorated and had a nice view. We were conveniently located near the pool & spa and the gym (with free fruits & bottled water available for exercising guests). And the use of internet for me in their business room was very much appreciated. Service is excellent! Very friendly and professional staff. Food is great though a bit more expensive. Overall, i love this place. My husband, too.