Beautiful hotel, but customer service issue
We stayed at the West Beach Inn this past weekend for a family Bat Mitzvah in Santa Barbara. I had originally booked a garden view w/queen bed room. Then upgraded to the king room with wharf view, but on January 26th decided to change the reservation back to my original choice of the queen bed with garden view. I received an email confirming my modification to the original room.
We checked in close to midnight on Thursday, May 14th, after flying from Washington, DC. After unpacking all of our clothes, etc. We realized that the bed was a king size. It was dark outside, so we couldn’t see our view. In the morning we realized we were facing the wharf. We figured they must have run out of the garden view rooms & gave us the wharf view instead. We inquired at the front desk & they had notes indicating my call back in January to change the room, but their notes were incorrect. It stated I was upgrading. My email showed the modification that I changed to a garden room, with a lower per day rate. I showed it to the manager, but she insisted that her notes were more valid than my email confirmation. She told us she’d move us into the garden room, but we’d still be charged for the one night in the wharf view.
We were completely unpacked & on a strict time line for family events that weekend. Moving to the other room was not an option. So, instead of honoring my email, which proved I booked the garden room, she charged us the wharf room rate. Took off a bit with my AAA discount, but overall, we were not charged the garden room rate. The hotel messed this one up & should have honored the garden view rate. A whole block of rooms were reserved for this family event & although we loved the amenities of this hotel, the customer service was not satisfactory.
Lovely hotel/Fabulous position
Lovely rooms well furnished. Our room had garden view with table and chairs. Excellent breakfast and bonus cheese and wine early evening. It is in an excellent position overlooking beach and marina. A short walk takes you to State Street which is full of quirky shops and varied restaurants. The gardens and pool were very well kept and quite delightful. Fabulous hotel all round.
- Ione G
Great little place!
We stopped here on our way through from San Francisco to Santa Monica. Great little place on the waterfront near the pier and marina. Rooms are good size and bed was comfortable. Complementary wine and cheese each night was a bonus and breakfast also. Pool and Spa here, great to wind down in after a long day driving. Close to town for all the restaurants
- Andrew G
Five Star Location
A fantastic location on the water just a few blocks from State St. When we checked in, we were pretty disappointed with the size of the room, very small, too small for 2 people. We requested a larger room for our next 2 nights, and got a great room overlooking the harbor with a good size
balcony…well worth the upgrade charge of $80. Again just a great location for walking along the water front, State St, or the “Funk Zone”. They have a decent breakfast bar and wine and cheese at 5:00…We would definitely stay there again, but in the larger rooms.
- Tom K
Comfortable, Clean and Spacious
We stayed 4 nights at this lovely hotel. Our room 219 was very spacious and clean. The large closet with sliding doors and full panel mirrors was very handy. Wish there had been a vanity and outlets outside of the bathroom, though. There was certainly enough room for this. The bathroom was kind of small, but very attractive with a lovely shower and no bathtub. This is all fine considering the serious water shortage and drought in California. We enjoyed the balcony with view of the Marina. We felt comfortable and secure.
We enjoyed the free breakfast and found it to be quite adequate with hard boiled eggs sans shells, lovely fruits, assorted breads and pastries, cereals and beverages. Fruit was available all day. The daily wine and cheese were very good and plentiful. I especially liked the cheese spreads and crackers. What a nice offering ! The breakfast area (used later for wine and cheese) was clean and attractive, and a little small, but there were nice tables with umbrellas just outside by the pool and hot tub. The pool and hot tub appeared very clean and clear. Large striped towels were available by the pool, and there were two thick terry cloth robes to use in the closet of our room.
We had originally booked through hotels.com. I called the hotel directly to verify our reservation and it was not the room I had booked online. Teresa at West Beach Inn was so helpful. She booked the room we wanted and gave us a better rate, so I cancelled the reservation with hotels.com.