Hilton Santa Cruz Scotts Valley

Where do I start! Arrived to be offered a room early for 40 extra then later different worker said she never heard of that then waiting from 130 to 4 to get a room when many others were getting checked in to balcony rooms ? Then room moldy smelling beds not comfy had to sleep on top with clothes on, then fire alarm off at 445 am all guests in sleepwear parking lot no one from staff or hotel said nothing if it was safe yet . Left with our suitcase and clothes only to return from a tiring day no sleep to a room that was not made no supplies no towels asked the desk Demetey said if u don’t tell us that on ck in we don’t come wow! No one said a word so here the staff here don’t care at all but more into friends ignoring guests but I will say only one girl should be recognized as polite and truly trying to help her name is URIEL she should be manager she stayed calm and got us towels and water tried to help while cemetery was less than helpful , sad to see Hilton hotel this shabby , with bribes dirty rooms rude front desk men and no staff to help in emergency fire alarms very disappointed to hear manager on vacation in Texas maybe he should get a hold of this mouldy place before more people catch on and spend there money elsewhere

Good location in the Santa Cruz mountains, but I called ahead to check in and make sure our room didn’t face other rooms because it’s our wedding anniversary and we paid for a balcony and put in the instructions which direction we wanted to face. A staff member named Alex had me on hold for a while and then said they checked the room and assured me it didn’t face others. When we got to the room it did, and they didn’t seem to care or rectify the lie. Tried using the pool and there were no towels. Called and they said they’re bringing some now and waited 30 minutes, then called again and was told they’re out of towels and that we can’t use our room towels because of the bleach. The pool was also filled with debris and dead bugs.. so really bummed about the room and not being able to enjoy the amenities for the price we paid. We’re celebrating an anniversary so it’s sad to deal with staff who don’t seem to care or be hospitable. I typically stay at Hilton’s and have to say this is the worst one so far. Will definitely try somewhere else closer to downtown Santa Cruz next time.

Only reason I am giving this review 2 stars is for the nice receptionist that upgraded me to a "wellness room" which means there is an air purifier. I stayed for 2 nights for a wedding and paid about $600. When I first got to my original room it smelled like smoke and mold. I asked the front desk if I could change my room in which I did for the wellness room- free of charge. Another couple on a different floor also mentioned their room smelled like mold which was a bit concerning. Room service is terrible and pricey. Front desk staff is very stingy about handing out their free water bottles and only 2 bottles are allowed per person. I felt like I was in a motel, not the Hilton. I am shocked by the price of my stay AND this was discounted for the wedding apparently. I will not be returning and will absolutely tell everyone I know to stay away.