Hilton Santa Cruz Scotts Valley

Hotel

Love that pets are allowed and that the hotel is arranged into a side of a hill. The pet friendly wing is the farthest up the hill providing easy in/out access with pets without having to travel through lobby. Great location in a wooded area just in land from Santa Cruz, 15 minute drive away from wharf restaurants and boardwalk. But quiet and secluded. Great Hilton service and amenities.

We were very happy with each and every dept. Every person we came into contact with was very nice and helpful.

Terrible customer service specially their general manager named B. They didn't know how to handle customer service. Our a/c in our room was not working. My expectation in this hotel was high because it was highly reccommended by my friend knowing, I travelled all the way from texas and expecting a great service. Out of all the hotel, I can't believe I chose the wrong one. Me and my cousin forgot to manage our concern and he told me to follow up our concern but nothing happen. You need more training sir!.

Attentive staff and food is great.

Great hotel in a beautiful location.

Great service breakfast was good attendance was very helpful.

Loved our stay was a great room with helpful friendly staff comfy bed short drive from town quiet clean great food.

Great staff who assisted me and are very friendly in restaurant, lounge and front desk!

The customer service was not what you would expect for a $378 a night room, except for Sarah who was great. The bartender was not friendly which prompted us to leave and patron at a different location. Our room key stopped working a total of four times. The location of our room was farthest away from the main entrance of the hotel so walking back and forth for a key was disappointing. And to boot the room was far from perfect for what you would expect. The entrance to the hotel is beautiful and the balcony in the room has a great view. The carpet needed repairs as well as the bathroom. It also took a long time to get hot water. The carpet in the hallways looked very old and dirty.

Great hideaway. For someone who has lived in San Francisco his whole life, this is a welcome retreat. Others may consider the journey to get there an inconvenience, but if you are truly with people you enjoy being with, the road trip up there becomes part of the experience. If you want to get away from the City but still be able to make it back to the City within an hour or so, this is the place.

We had 100 or so guests and our great Dane (yes they're dog friendly) stay here for our wedding night and it was better than perfect. The staff were extremely helpful and accommodating of our 'rambunctious' group. The breakfast was Delicious and there is fresh fruit, jolly ranchers and other freebies in the lobby to grab. Couldn't say enough nice things about them and will certainly stay there again.

Awesome hotel. Got such a great deal too! There amenities are pretty good. Only downfall is the format of their parking lot and lack of microwaves in their rooms… BUT… I actually called the front desk and asked if there was a microwave I could use and they said they had spare ones and brought it right up to my room! My hubby was super happy with their services and accommodations. They don't have complimentary breakfast but they do have a snacks area and bar and grill. Turn down service every day! Nice employees. They enjoyed seeing my kiddos. This hotel is pet friendly with $50 fee per stay and if you have more than maximum occupancy you pay an extra $50/night. They do have an outdoor semi heated pool (i don't think they had it on. Not 100% sure) and hot tub. The foyer area is very nice, wide open, and they have a nice and tall waterfall. The bar/grill was nice. The selection was small but I wasn't expecting a HUGE selection. My hubby said the bartender was really attentive and he made sure we had everything we needed and our cups were never empty which is a rarity for us!

Comfortable bed. Nice room that was clean except for one small stain on the pillowcase. Good products in the bathroom. Good gym and pool. Friendly staff. Decent restaurant.

Nice facility, snazzy rooms, desk clerks are not very cordial. Need training in kindness. The shower head was broken—I couldn’t really take an actual shower. Clerk did not apologize—offered to have a repair person come but it was 9 pm—I just wanted to sleep. Also the shower problem would require a new fixture—I knew this so this was no quick fix. I explained it to desk clerk. No apology and no offer to give me a free breakfast or some perk for my being inconvenienced. It’s so easy to give good service when something is not right. Apologize. Offer a small comp. Done. Instead now there is a negative review generated because of a lack of basic cordiality.

Nice enough, but I could get the same cleanliness and service from a 2 star hotel. Breakfast was a $17 buffet! It looked no different from the continental breakfast I could get from a Super 8. You also had to pay for premium internet if you wanted more than basic speed. So overall a basic hotel at a premium price.

Forrest view. High floor gets you a great view of the adjacent hotel building and a parking lot. But otherwise quiet, clean and friendly staff.

The hotel was very nice and clean. Check in was a bit slow, but it was after midnight, so it's hard to hold that against them. Over all, I would consider staying again.

The Hilton Santa Cruz/Scott's Valley location is roughly 15 minutes from Santa Cruz. Head down there if you are looking for good restaurants. There aren't that many restaurants near this hotel. The hotel staff was nice and greeted me when I came to check in. I got my keys and headed up to the room. However there was a problem with my key and I was not able to enter the room so I had to go back downstairs and talk to someone about my room key issue. I got a new key and proceeded back upstairs to my room. I had reserved a room with a king bed however when I went in I saw that instead of a king bed there were 2 queen beds… I went downstairs because this was clearly not the room I reserved. The lady at the front desk told me that they were out of rooms with king beds. After trekking back and fourth from my room to the lobby and finding out I was not notified of a room change, all she could do was apologize. I was disappointed and frustrated with the way this situation was handled. In addition, the room had a faint smell of wet carpet and musk that I wasn't a fan of… I give my experience here 2/5 stars. They could definitely improve on their service and cleanliness of the rooms.

Location and cleanliness were good, but service was poor. We first received room keys that didn't work, and after exchanging them for the correct keys, we found out that our room wasn't the king bedroom that we booked. They changed our room without notifying us beforehand. We weren't even compensated for this mistake. Shame.

This is a beautiful hotel with very friendly staff. We wanted to use our digital key during our stay, but the front desk informed us that corporate has disabled digital key at this hotel and hasn't offered any explanation as to why they made this decision. This was a minor inconvenience but certainly didn't ruin our stay. Our king bed was extremely comfortable. We greatly enjoyed our stay and would recommend to others.

My husband and I stayed here for 2 nights 4/15/18-4/16/18 1st night it was just him and I. The second night we brought our 4 kids. This hotel is just beautiful! We were very pleased with our room, it had 2 bathrooms a living room an extra small room and a master bedroom. The bed was so comfortable, hands down the best sleep I’ve had in years. Now if being pleased with the sight of this hotel, the checking in staff and our room wasn’t enough we go to breakfast and Michelle our server was the most kind and sweet person we have ever met! She was very attentive to us and our children. We talked a bit and shared stories back and forth. She definitely is the meaning of excellent customer service. She made us feel more like friends than customers. Now if we were already giving 5 stars she definitely brought that to 10 stars! Thank you Michelle, you were the icing on the cake for our stay at the hotel!

Clean rooms. I think they need more housekeeping staff though, it was all but impossible to get towels to the pool, despite multiple people calling. This happened Saturday night, Sunday morning the used towels were still there. It took 1.5 hrs from when we (and other guests) called for more to show up. I ended up tracking down housekeeping and getting a couple instead of waiting. My room key was also deactivated 2 hrs before checkout for some reason. We'll be trying somewhere different on our next trip to Santa Cruz.

Very play, nice hotel. Easy on, easy out. We had a great stay. Amenities in room were very, very nice. Highly recommend.

I totally recommend! I stay here a lot (1-3 days a month) mostly to catch up on sleep, not have to leave my room to get food (yay room service! ) & the location (you miss hwy 1 traffic). There's been a few small things I've had to call about. They either make good, or it's generally something out of their control (noisy neighbors which is rare) but they make an effort to correct. This is my first stay where housekeeping skimped on cleaning my room a bit on day 2, but have always found rooms to be clean. Front staff is super, super friendly. Foods good. They will price match if you call the main reservation number & are a Hilton Honors Member. So far my favorite place in town to stay & only one I know of with room service. Oh & my dually pickup fits in parking lot! Truck friendly is another plus! Thanks Scotts Valley Hilton!

I stayed at this Hilton Santa Cruz/Scotts Valley for a work trip, spending long days at 1440 Multiversity right up the road. On the third day of my stay, I left my engagement ring and another ring with sentimental value in the bathroom on one of the two trays provided. When I returned late that evening, both were missing. I acknowledge my part in this – I should have locked them up… the ring is insured – I will be able to replace it. Those two things being said, I experienced the worst customer service I have ever encountered. The person on night-duty was completely inept at handling the situation, did not apologize and I had to follow-up with him the next morning to get even an ounce of information. Never once was I reassured that this was unacceptable and being taken care of at a management level. To make matters worse, it has now been 3 days since the reported incident and I still haven't heard anything from them, despite repeated attempts to contact them via phone and email. Based on the way this was handled, it gave me the impression it is a common occurrence here. If you HAVE to stay here for work, lock up your valuables and don't expect the staff to handle difficult situations for you.

Beautiful grounds and wonderful staff. The rooms are spacious and have a mini fridge. Microwave available upon request. The lobby had a mini area to buy snacks, ice chips and lemon water also available. The breakfast is a highlight. Yummy omelette! Close the boardwalk and other tourist attractions.

The absolute worst Hilton experience. STAY AWAY! Rude and unethical bait-&-switch teaser rate. They checked my wife in with our confirmed reservation and called her later at dinner stating the rate couldn't be honored and tripled the rate! They changed the key code locking my family out with our baggage inside until she paid more! The GM refuses to contact me. Predatory business with zero ethics. And it smelled funky with highway noise. Checked out at 10pm to happily find a FAR superior Inn at Pasatiempo down the road a mile. *Follow-up: local management never replied. But Hilton corporate understood, apologized for that poor customer service and sent us gift cards.

Avoid if you like or have pets! Horrible service. And not pet friendly as advertised. After 12 hours of driving, I arrived for my stay only to be told my cat was not allowed. Their web-site says pets are allowed, there is a $50 pet fee. I had indicated that I had a cat when I made the reservation several weeks earlier. But apparently when they say pet, they mean dog. I was turned away, referred to another local Inn, who it turns out do not accept pets either, but took pity on me when I burst into tears in their lobby and found me a new room. I have stayed at Hilton properties for years, they is the worst example of horrible service I have ever received. Do not stay here!

Great dog friendly hotel. There's a fee, but everyone on the staff will welcome your dog. You can even dine with your pet in the bar area of the lobby! Enjoyed our stay. Lobby has cold refreshments, hot Starbucks coffee, and a gift shop. Pool, Jacuzzi, and exercise room. Parking free.

Newly renovated rooms with courteous staff always trying to please. Hotel is pet friendly with $50 per stay pet fee. Restaurant is above average with great prices for happy hour. Bread pudding is exceptional for hotel lobby dining. Will not hesitate to return on all stays to area.

This hotel did not seem like a typical Hilton. On the surface things seem nice but they have paid very little attention to detail. Seems to be past time for an upgrade and they should not be getting the rates they are charging. The first room we got had some weird old toilet seat with gouges in it that looked like it was bought at a yard sale. One of the front desk people were nice while the other one seemed to have an attitude. The elevators seem super old and dirty. The breakfast was good and the servers there were very nice.

Rooms, amenities were of great quality. The staff were friendly enough and all seems great until they have to deal with a small issue. Their operations are all compartmentalized. That is, each business unit operates independently from the next unit. They always cold transfer you from one department to the next. No one apologizes to the customer. They've never heard of warm transferring customer to another person. And, you'd be hard pressed to get a hold of the "manager. ". It's how a hotel handles a problem that differentiates the great from the mediocre. This was mediocre, maybe even less.

Great location and the best pricing I could find for the weekend. Very quite and the staff was friendly. Look forward to go back to beautiful Santa Cruz soon.

Perfect, for over extraordinary.

More of a resort feel than a typical Hilton. Very friendly service, and a location that feels remote while still being well located. Only trouble we experienced was card keys that failed several times and the digital key on the phone app not always working. Great place to stay for visiting the Santa Cruz area.

This is an odd Hilton property. The outside of the building is quite attractive. The hotel is massive with hallways that wind around seemingly forever. Unfortunately, there is only one elevator from the lobby — odd given the number of rooms and guests. We booked a "forest view" room on the fourth floor on the end of a hall. It was supposed to have a balcony. What we got was a room on the first floor (though it is the fourth floor relative to the lobby). It had a parking lot right outside the patio (not a balcony because that would imply it wasn't on ground level). The bed was remarkably hard, and the toilet was clogged. Should have saved some money and stayed in the Hampton along the higheay; it would have been more pleasant.

I'll give this Hilton a 1 star because they gave us a last minute call when we just got to San Francisco on our way to Scott's Valley and Santa Cruz, they told me and my family that they were overbooked and that we had to go somewhere else for 1 night! I was shocked that they were saying this! We booked the hotel over 1 month ago and the day we were staying there they tell us we have to go somewhere else?! They said they'd pay for 1 night at another hotel and they'd give us a suite, but when we asked why we were chosen to go somewhere else, the person at the front desk said she couldn't tell us. So then we spoke with the manager and it was no better. The manager said that the other place was a three star inn. Then when we kept asking why we were chosen, the manager kept giving these answers that wasn't even answering the question. But to make things worse, the manager politely FORCED us to go somewhere else which seemed nice at the front desk, but wasn't really nice in our room. We found a HOLE IN THE BATHTUB, a little moth flying around, and a very old roof that looked like it might collapse soon! To make it worse than that, the bed looked so pretty, but when you turned in your sleep, you could WAKE THE OTHER PERSON UP with loud creaks coming from the bed! The couch-bed was better than the actual bed! So I recommend calling a while before you arrive to make sure your room will not be taken by someone because of an overbooking!

I was very happy with my stay on the 6th floor suite with balcony and woods view absolutely beautiful. Rooms were well appointed spacious and very clean. The hotel staff including dining was especially helpful and kind. This location has great access to local restaurants and chains. If I brought my pet a definite plus is that this hotel is pet-friendly and has a dedicated area for pets to relieve without the wear that many pet-friendly hotels show. I would definitely recommend.

The facilities are nice and the rooms are large. Guest services however are severely lacking. Our bridal party booked a block of rooms and all of us were split on different floors around the hotel. Service was quick to deliver requested items but when we asked to have items delivered to a different room and charged to ours they mixed up the order and they charged the order to the bride instead of to us. Very frustrating.

Best Hotel in Scotts Valley! Even though the hotel itself is very attractive and grand, the staff are what sets this hotel apart from the pack. To me, customer service trumps all! Good job Scotts Valley Hilton and great remodel! Love the wooden accented theme!

Great customer service. But sub par skirt steak.

Comfortable, great rate, easy drive from San Jose where hotels are triple!

The hotel isn't located exactly in Santa's Cruz but a little drive away. The staff was accommodating and the place was nice. Price wise I would expect a little less considering its not Santa Cruz.

This hotel does not live up to the Hilton name. My family and I stayed for 6 nights and had nothing but problems from the start. Housekeeping does not know how clean a room, the font desk does not care about your problems I could just keep going but this place might be alright for a night. Please don't bring your family for a extended stay. This place also has mgmnt. Problems that is sabotaging this particular hotel.

It was a very nice hotel and the waitstaff were very nice. The soaps and shampoos were nice, and had a good amount of space.

It was in gilroy california it was a pretty nice motel.

Stayed there this past weekend. Very satisfied. Comfortable bed, clean room, and very friendly staff. Reminded me of a ski resort. Definitely recommend staying here.

Service was friendly. Rooms were as clean and nice as you would expect from a Hilton.

I was staying at this hotel for a wedding. When I arrived there was lots of construction going on. This made finding parking terrible. Also the front desk is a fold up table with a couple computers on it. I'm sure when it's all finished up it will be more convenient.

Due to a computer system error, the Scotts Valley Hilton couldn't find our reservation. They paid to put is in a different hotel until they could fix the problem and bent over backwards to make up for the inconvenience. Customer service Above and Beyond. I recommended their establishment without hesitation. The room was beautiful, modern, clean and newly renovated. Their restaurant was excellent. There's also convenient shopping nearby. Also worth noting, their location is almost unbeatable, practically next to the freeway onramp.

Great location away from it all and surrounded by beautiful mountains and and forests. Yet, it is only 10-15 minutes from gorgeous Santa Cruz. Without traffic, you'll get to San Jose in 35 min — really cool road through forests. The rooms are great, they're also renovating.

Renovated rooms were nice but there were sounds from construction. Non renovated area was very dated. Several wedding parties were there and the strain on the staff was obvious. Some were very nice and helpful but some were rude and made us feel like an inconvenience. Overall it was fine.

As a lousy place treated very bad alos employees who work there and they are mistreated by the head of the office and Silvia abel's line of hozquipin.