Hotel Paradox, Autograph Collection, Santa Cruz CA

Our room had bedbugs and the manager wouldn't give us another room (they were still advertising one for bookings online) and tried to get out of giving us a full refund. 0/5 for the Hotel Parasite.

The staff here are super attentive and went above and beyond to make my stay a great one. Appreciate it

Just finished our visit to Santa Cruz and stayed at the Paradox. The room as a little better than average however, the customer service is far below par.went to the front desk 3 times for missing towels since they never picked the phone up when dialing from the room. We were a group of 4 and needed 4 towels. The situation never was corrected. At checkout yesterday I asked for a supervisor to call so I can express my concerns and didn’t get one.

I booked this via Chase and got a confirmation number. I arrived, they say there’s no room, and give me the name of another hotel to go to! Haha thanks much appreciated

We stayed here last year while we we’re getting married in the area. Service is subpar, if existing at all.
We booked a two night stay, directly through the website (I have a Marriott credit card so this gets me the most points). We arrived day of, and they can’t find our reservation. And the front desks attitude about it was very much “oh well”. I showed them my confirmation email and then they claimed it was an issue with their systems.
The following day, my mom and sister came to get ready with me for my wedding, and they went down to their car with my room key to grab something. The key stopped working and they couldn’t get back in. So, literally en route to my wedding, I stopped by the front desk to get the key fixed so I wouldn’t have to deal with it after my wedding. The front desk informed me that it was because it was past checkout. I corrected them and said I was there for two nights, checking out tomorrow. They told me that wasn’t what the system said, so I showed them my confirmation once more. I got to stand there at the desk, late to my own wedding, while they figured it out:) luckily, they finally did and honored the reservation details I could prove via the Marriott app.
I submitted a complaint soon after our stay, because of the lack of service, but never heard back.
I would avoid this hotel at all costs, it’s overpriced and the rooms aren’t great either.

Rollaway bed was very overused. Someone was given our room by mistake so we were given restaurant credit and a new but smaller room. Location is good. The restaurant, bar, and pool staff/waiters are the best thing about the hotel. Construction going on. Front desk staff needs training.

Autograph collection hotels are supposed to be Marriott’s somewhat niche, nicer boutique hotels. This is an over glorified motel with ridiculously high rates that are in no way representative of the quality you will be getting. Rooms are ok at best. Service is TERRIBLE. Amenities are meh. Location is the only thing somewhat decent about Paradox. If anyone thinks this hotel deserves anything higher than two stars in any category, I’m willing to bet that they haven’t been to many hotels within and outside of the US.
Oh an added bonus: the hotel is going through renovation with a lot of the common/public areas impacted and it’s not mentioned ANYWHERE. Good job Marriott

Trendy hotel. There is some noise in the rooms which woke us up in the morning (from the adjustment room and from the front - the large glass windows are not good at insulating noise). Large part of the hotel was undergoing renovation when we started there.

The main area and rooms (though small) are nice. Pool area is great specially with the hot tub given the temperate water temp. But service is terrible - no one answers the front desk phone. And when we tried to order food by the pool we were told they were busy and we needed to wait 30 minutes. Hire more staff! What’s the point of staying in a hotel with a restaurant if we can’t even get food when we’re hungry.

Only issue here is if you're a guest you can't enjoy any outside food or drink at the pool area. Which is understandable, but it takes a while to get drinks and food you've ordered from inside. However most of the staff are super friendly and welcoming.

Rooms are small- it's a converted motel. But they are nice. The pool is great and the location is excellent for biking/walking around Santa Cruz with proximity to downtown (easy walk to Abbott Square) and the boardwalk/beach. I wish I could afford a second room for my kids!

Hotel, motel, Holiday Inn? The old school doors on the outside of the Inn are still there from the days when this place was a Holiday Inn. Although the decor of the bedroom and bath areas are upgraded and a cut above, the hotel is 3.5 stars for the noise factor from the outside and the lack of parking (at least when I stayed there). The Hotel is going through renovations currently (July 2023).

If I could give this hotel a zero stars I would.it was absolutely disgusting inside mold in the bathrooms the room wasn't even clean my kids still talk about how gross it was when we drive by it. 0/5 stars do not stay here

We stayed for the night. Pool was clean and our rooms were clean. There was a mixup with one of the rooms but other than that the staff was AWESOME. I loved the restaurant it was under construction but we still got to eat dinner there and breakfast. I can't remember the man's name, but he was awesome, took care of my big family of seven. I went on Sunday during memorial weekend. The breakfast was the best and my waitress Shirlyn was AMAZING because she knew exactly how to make a Mexican Coffee and my chilaquiles were so delicious some of the best I ever had. I will definitely stay there again. Rooms are small though so don't expect a palace.

This dog friendly Hotel is awesome. Some of the best food in Santa Cruz. Great Pool area, Gym and overall Location. They are going thru a Bar and Lounge remodel now and when done it will be a destination spot for everyone. Keep up the amazing work

Amazing place to stay! Beds sooo comfy, room spacious, shower Amazing! Room temperature the Best ever! I will stay there definitely again.oh ya pool and bar, restaurant on property seemed like fun.you gotta stay there!

Clean room and friendly staff. Great choice for a dog-friendly stay at the center of Santa Cruz. The only problem I had was that the shower gel had not been refilled before my check-in. So I was stuck with no shower gel in my first shower during the stay.

There's some renovation that's going on near the bar area and walk through of the office center of the hotel. Nice big gym, but it only has dumbbells and some treadmills, so the gym really sucks limited. Right next to some restaurants, gas station, and 711. Around the corner from a dispensary if you are 420 friendly.

Point blank, this stay was that of an EXTREMELY overpriced motel. Marriott’s Autograph Collection hotels are supposed to be “upscale to luxury hotels that are beautifully curated”…this was the furthest thing from that. There was no mention at all on the website of the entire lobby/restaurant/common spaces being under construction and walled off. There was no through access to the rooms, and patrons are required to walk around the entire property and through the parking lot for access.

The “mini fridge” in the room was an old repurposed mini bar that didn’t get cold at all and had exposed cords inside.

There were broken shampoo/soap fixtures in the shower, and the room we were placed in was supposed to be an ADA room…yet the shower was not wheelchair accessible but still had a shower head at chest height. None of it made any sense.

The ultimate cherry on top of our stay was the wood nail sticking out of the wall above our bed. When my husband sat up to watch tv he was stabbed in the back of his head.

We have stayed at this property before and at that time felt it was worth the couple hundred bucks when the common areas were spacious and beautiful, the rooms were well kept, and there were bikes you could use…but this time none of that was the same. I feel completely ripped off and am suspicious that they have upped their price to help cover the construction costs…the quality of the rooms and property over all has gone down significantly.

There needs to be a disclaimer that there is property wide construction and most of it is inaccessible and unusable. It can’t be a coincidence that SO MANY customers of this hotel are feeling the same way and saying similar things. I’m extremely disappointed and decided to file a formal complaint with Marriott…come to find out it needs to be the manager on site who addresses these issues. Well, let me tell you, Jason Williams, the manager here will not return my calls OR emails. No response what so ever. Thanks Jason!:)