I had a horrible experience here. I booked this hotel for two nights, but my family and I were asked to leave after only one because there was an issue with the booking — even though I had already paid for both nights. The hotel had overbooked and decided to give our room to someone else.
We were on our way to dinner with our toddler, who was tired and hungry, and because of this situation, we missed our reservation that took days to arrange. My son was crying, and it completely ruined our evening.
The front desk staff member was polite and simply following instructions, but the manager, David, was the one who made the decision to have us leave. There was no empathy, accountability, or effort to make the situation right.
We ended up booking a room at the Monterey Bay Inn across the street, and the difference was immediate. The room was spacious and spotless, the staff were professional and kind, they brought breakfast to our door, and they even gave us a same-day booking discount.
This hotel needs to be far more mindful about how they treat paying guests. Overbooking happens, but displacing a family — especially one with a young child — without any solution or apology is unacceptable.