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HR Training Needed The hotel is aesthetically pleasing, clean and has a great location (close enough to attractions, but far enough for some serenity). Common spaces and room are tasteful. Price point is agreeable. The check in staff was kind, helpful and accommodated our early check in as well offered local suggestions. I travel often on business and pleasure and have always enjoyed my stay at Sheratons around the world. We've had family banquets and have come to appreciate a high level of service at a Sheraton property. The Scotts Valley location fell far short because of one unprofessional, dismissive and rude staff member. All was well until it came to how the night staff handled noisy neighbors. It was 11pm on a Sat night. I heard a lot of chatter and boisterous laughs. It got LOUDER and woke up my kids. I called the front desk thinking it might be upstairs or next door. 10 min later a loud speaker comes on and the music is clearly audible and the bass vibates our shared wall. I hear several groups passing our 2 rooms in the hall and knocking on the door which opens and slams shut several times with ”Where's the party?” Lots of noise, yelling and expletives. Again I call and this time I say it's next door. Hotel staff warns them they are being too loud. At 11:40 the party gets LOUDER still. I decide to go downstairs myself to voice my concern and discuss any resolutions. The man on duty says you just called and I just talked to them 2 min ago. It was well longer than that. He was very curt and dismissive. When I expressed myself, he asked tersely and under his breath,” Do you want me to call them again? You know I can't make them do anything.” I asked for a transfer and asked who I may contact to address the current issue and compensation. He shrugs, ”We're booked.” I said ”Don't' you have an occupancy limit and do you enforce quiet hours?” He looked very bothered and irritable. He gave me his general manager's card and said he would be available Monday. He hardly let me get any words out. He exasperatedly said ” We're not getting anywhere going back and forth. You just want someone to yell at so I'm gonna get em for you.” He walks off towards the stairs. I feel afraid knowing there are a lot of people in the room next to mine and my children, likely intoxicated. I called the police department. By this time it was midnight. When he realized what I was doing he started jeering at me and interjecting. Calling me ridiculous. Saying how would I feel if he called my boss. I represent my place of work well as a professional and would have no issue with them seeing this review- so I said go ahead and he rolled his eyes. Then he yelled ”So you're going to call them for me doing my job? Oh, and YOU'RE GONNA GET THE BOOT!” Wow. I never raised my voice and he was being not only unhelpful but disrespectful to me. While I was waiting for the police, he came down the stairs and nastily and tauntingly said the party's broken up now you can get

We lived in this area for 30 years, and after 15 years away, came back for a visit. In my search for a hotel, I found the Best Western was the most affordable. I was very familiar with the location, but had never stayed there. I was pleasantly surprised! The gal at the front desk was very friendly and accommodating. She put us in a room which was on an upper floor, towards the back but away from the pool and highway traffic noise. The room & bed were very comfortable and had a great A/C system with a continuous fan, which was appreciated!!. The grounds and hallways were kept very clean. The breakfast was good with lots of choices and great coffee!! Only complaints, the bathroom area needs a hook or towel bar by the sink to hang towels on and the bathtub should have a bath mat. I had to put down a hand towel on the floor of the tub to keep from slipping. Otherwise - a great stay in the old home town!

We like this location because we have family nearby. The hotel is clean and comfortable. And the in-house restaurant is excellent. However, this ”housekeeping on request” policy is extremely irritating. Completely uninformed, we returned to our room at the end of our first day and it hadn't been cleaned. Apparently they only clean the room every five days. My wife called for housekeeping service and was told, ”they would try to fit us in”. Which they did. Including, thankfully, replenishing the in-room coffee supplies. This “full service” hotel actually expects you to collect your own coffee supplies at the front desk every day. I have been travelling for business and pleasure for over 50 years and I have never encountered such lame service at a so-called “full-service” hotel. And to add insult to injury, they call this housekeeping service-on-demand “complimentary”, aka “free”. Funny, I thought I was paying for it. Yes, there are fine-print placards everywhere that explain the policy, but I just tune all that crap out. I especially don’t like being scolded to “conserver water” when the faucet provides almost no flow and it has to run for five minutes before you get any hot water. If they want us to conserve water, they should install a hot-water recirculation system, as many other “full-service” hotels have done. Yes, a hot-water recirculation system uses more energy in order to use less water. Pick your poison. There is no free lunch. Next irritant: Pool and spa hours. Inside the pool enclosure, there is a permanent professional metal sign that clearly says the pool hours are from 5:00 am to 10:00 pm. Very reasonable. However, on the locked gate, there is a hand-made paper sign that says 8:00 am to 10:00 pm. A pre-breakfast swim is thus not possible. Not reasonable. Again, this might be expected at a two-star hotel, but not here. Next irritant: Lousy maintenance. In the fifth-floor corridor, 50% of the overhead lights are either broken, missing their bulbs, or hanging down from their wires. Not very classy. Next (minor) irritant: No task lighting over the coffee prep area. As you prepare coffee, you are literally casting a shadow over the work area. And all the lights in the room are very dim. Finally, a note about security at the front desk. We did not initially go to the front desk to check in. We checked in online while enroute and used a “digital” key to go directly from the back parking lot to our room. Which is very convenient because it’s miles (and two elevator trips) from the fifth floor (back building) to the front desk. Later, when I waltzed up to the front desk and asked for my plastic keys, the nice lady handed them over, with a very nice smile. Without asking for ID. Not good; I could have been any random criminal. I certainly don’t blame the nice front desk lady for this obvious gap in management policy. In summary, I might stay here again in the future, but if I do, my expectations will be way lower next time.

Let’s face it, finding a decent hotel room in a tourist town for under $150 is hard to find. I paid $130 and felt that since the hotel was clean and the man at reception was friendly it was money well spent for the night. Parking was free but a little tight. I had two beds in my room and a bath/shower. Sheets were clean, air conditioner worked, microwave and fridge worked, bed was a little hard but it’s a Motel 9....I would definitely come here again when I’m trying to save money. Should this place be under $100? For sure, but everything is getting more expensive...

The place was neat and clean. Pool was warm and clean. Rooms are neat and freshly clean. We arrived Friday night and the front desk guy named Jordan was helpful and professional. I asked for a couple of favors and he was helpful enough to make it happen. We will be back next time when we are in the area!