Exterior

Reviews of Best Western Capistrano Inn

2.5 out of 5
Best Western Capistrano Inn
27174 Ortega Hwy, San Juan Capistrano, CA

Reviews

7.6

Good

Rating 10 - Excellent. 390 out of 1001 reviews" "
Rating 8 - Good. 262 out of 1001 reviews" "
Rating 6 - Okay. 176 out of 1001 reviews" "
Rating 4 - Poor. 94 out of 1001 reviews" "
Rating 2 - Terrible. 79 out of 1001 reviews" "

8.0/10

Cleanliness

8.2/10

Staff & service

7.6/10

Amenities

7.4/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

10/10 Excellent

Norma

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff is very kind and helpful THANK YOU
Stayed 3 nights in Mar 2024
Response from Staff on 28 Mar 2024
Thank you for sharing your feedback, and we're delighted to hear that you had a fantastic experience during your stay with us. Ensuring our guests' satisfaction is our top priority, and we are thrilled that we were able to meet and exceed your expectations.Your positive feedback serves as a great source of motivation for our team, and it reinforces our commitment to providing exceptional service to each and every guest. We take pride in creating memorable experiences, and it's truly rewarding to know that we succeeded in doing so during your visit.As part of our ongoing dedication to excellence, we will continue to uphold the high standards that have earned us your praise. Additionally, we are excited to share that we have plans for renovations in the near future, aimed at further enhancing our facilities and services to ensure that future guests have an even more enjoyable stay.Once again, thank you for choosing to stay with us, and we look forward to welcoming you back for another outstanding experience in the future. If there's anything more we can do to enhance your next visit, please don't hesitate to let us know.

10/10 Excellent

Garrett

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Big spacious rooms, Jacuzzi was nice, very good & well optioned breakfast.
Stayed 2 nights in Mar 2024
Response from Staff on 21 Mar 2024
We sincerely appreciate your positive feedback regarding your recent stay with us. It's wonderful to hear that you enjoyed our spacious rooms and that you found the Jacuzzi to be a relaxing amenity during your visit. Additionally, we're delighted that you were pleased with our breakfast offerings and found them to be varied and satisfying.Providing a comfortable and enjoyable experience for our guests is our top priority, and your comments serve as encouragement to our team. We're thrilled that we could meet your expectations and contribute to a memorable stay.Thank you for choosing Best Western Capistrano Inn, and we look forward to welcoming you back for another exceptional experience in the future. Should you have any further feedback or requests, please don't hesitate to let us know.

4/10 Poor

Ada

Disliked: Cleanliness, staff & service, property conditions & facilities
The rooms have a musty scent. The property is older and in need of a remodel.
Stayed 1 night in Mar 2024
Response from Staff on 21 Mar 2024
Thank you for sharing your feedback with us. We value all guest comments as they provide valuable insights into areas where we can improve. We apologize for any inconvenience caused by the musty scent in the rooms and any other issues related to the age of our property.Please know that guest comfort and satisfaction are our top priorities, and we take your comments seriously. Our management team will review your feedback and explore opportunities to address the concerns you've raised, including potential renovations to enhance the overall guest experience. We do hope you will give us a chance to redeem ourselves.

10/10 Excellent

Evalee

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay! Delicious breakfast buffet as well!
Stayed 1 night in Jan 2024
Response from Staff on 22 Mar 2024
We're thrilled to hear that you had a great stay with us and enjoyed our delicious breakfast buffet! Providing a positive and enjoyable experience for our guests is always our top priority, and we're delighted that we could meet your expectations.Your satisfaction is incredibly important to us, and we appreciate your kind words. Should you ever find yourself in the area again, we would be honored to welcome you back for another exceptional stay. If there's anything further we can do to enhance your experience, please don't hesitate to let us know.Thank you for choosing Best Western Capistrano Inn, and we look forward to serving you again in the future!

8/10 Good

Judith

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent breakfast.
Stayed 2 nights in Mar 2024
Response from Staff on 22 Mar 2024
We're thrilled to hear that you had a great stay with us and enjoyed our delicious breakfast buffet! Providing a positive and enjoyable experience for our guests is always our top priority, and we're delighted that we could meet your expectations.Your satisfaction is incredibly important to us, and we appreciate your kind words. Should you ever find yourself in the area again, we would be honored to welcome you back for another exceptional stay. If there's anything further we can do to enhance your experience, please don't hesitate to let us know.Thank you for choosing Best Western Capistrano Inn, and we look forward to serving you again in the future!

8/10 Good

Debbie

Liked: Cleanliness, staff & service, property conditions & facilities
Being next to the freeway it was surprisingly quiet. It can be a challenge exiting on to the road
Stayed 1 night in Mar 2024
Response from Staff on 22 Mar 2024
Thank you for sharing your feedback with us. We're pleased to hear that despite our proximity to the freeway, you found your stay to be surprisingly quiet. We understand that exiting onto the road can sometimes pose challenges, and we apologize for any inconvenience this may have caused.If you have any further suggestions or if there's anything else we can assist you with, please don't hesitate to let us know. We value your business and hope to have the opportunity to welcome you back for another enjoyable stay in the future. Thank you for choosing Best Western Capistrano Inn.

6/10 Okay

Kimberly

Liked: Cleanliness, staff & service
Stayed 1 night in Feb 2024
Response from Staff on 28 Mar 2024
Thank you for sharing the feedback. We value all guest input, as it guides our ongoing efforts to enhance our services. Understanding that achieving complete satisfaction is our goal, we are committed to addressing any areas of concern raised by our guests. Your feedback serves as a valuable tool for us to identify opportunities for improvement.Please rest assured that your feedback is taken seriously, and we remain dedicated to delivering exceptional service to every guest. We look forward to welcoming you back and exceeding your expectations in the future. Should you have any further comments or suggestions, please do not hesitate to reach out.

10/10 Excellent

Alan

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 1 night in Feb 2024
Response from Staff on 22 Mar 2024
Thank you very much for your perfect rating! We are thrilled to learn that you had such an outstanding experience during your stay at Best Western Capistrano Inn.Your satisfaction is our top priority, and we are grateful for your recognition of our efforts. Should you have any further feedback or if there's anything else we can do to make your next stay even better, please do not hesitate to let us know.We look forward to welcoming you back for another exceptional stay in the future. Thank you for choosing Best Western Capistrano Inn!

6/10 Okay

bonnie, Huntington Beach

Travelled with group
Very convenient to the train station, restaurants, etc. The room was clean but had a terrible smell.
Stayed 1 night in Feb 2024
Response from Staff on 22 Mar 2024
Thank you for sharing your feedback with us. We're pleased to hear that you found our location convenient for accessing the train station and nearby restaurants.However, we sincerely apologize for the unpleasant smell in your room. Providing a clean and comfortable environment for our guests is of the utmost importance to us, and we regret that we fell short of your expectations in this regard.Please know that we take your comments seriously, and we will address the issue promptly to ensure that it is resolved for future guests. Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to rectify this matter.If there's anything else we can do to improve your experience or if you have any further feedback, please don't hesitate to let us know. We value your business and hope to have the opportunity to welcome you back for a much-improved stay in the future. Thank you for choosing Best Western Capistrano Inn.

8/10 Good

Ryan

Liked: Cleanliness
Service was adequate and clean. I was a little irritated after checkout bc I had 2 different charges on my credit card but after I called their office, they remedied the situation. Also, parking was available but they do charge $10 a night to park your car
Stayed 3 nights in Feb 2024
Response from Staff on 22 Mar 2024
Thank you for taking the time to share your feedback with us. We are pleased to hear that you found our service to be adequate and our facilities clean during your stay.Regarding the issue with the charges on your credit card, we apologize for any inconvenience or frustration this may have caused. We are glad to hear that our team was able to promptly address and resolve the situation for you.Regarding the parking fee, we understand that additional charges can be unexpected, and we apologize for any inconvenience this may have caused. We strive to be transparent about our fees and amenities. Please know that we do have the parking fee listed on our website and all 3rd party sites under the thing you need to know portion.We truly value your business and hope to have the opportunity to welcome you back in the future. If you have any further feedback or if there is anything we can assist you with, please do not hesitate to contact us. Thank you for choosing to stay with us at Best Western Capistrano Inn.

10/10 Excellent

Martha, San diego

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Staff on 22 Mar 2024
Thank you very much for your perfect rating! We are thrilled to learn that you had such an outstanding experience during your stay at Best Western Capistrano Inn.Your satisfaction is our top priority, and we are grateful for your recognition of our efforts. Should you have any further feedback or if there's anything else we can do to make your next stay even better, please do not hesitate to let us know.We look forward to welcoming you back for another exceptional stay in the future. Thank you for choosing Best Western Capistrano Inn!

2/10 Terrible

Gloria

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Cockroaches crawling everywhere in the room! Charge you for a deluxe room & gave me the cheapest room. I asked for a refund on the difference. I was told I would have to speak with the manager Gilbert. He would be the one to do it. When we’re checking out I was told he wasn’t there. He would call me. Never called me. I called he lied and said he wasn’t the manager! Now i want a full refund!
Stayed 1 night in Feb 2024
Response from Staff on 28 Mar 2024
We sincerely apologize for the unacceptable experience you encountered during your recent stay. Your feedback is deeply concerning, and we are committed to addressing these issues promptly and effectively.As for your request to speak with Manager Gilbert, he did not lie When he state he was not a manager. Gilbert is the Front Desk Supervisor.Once again, we sincerely apologize for the inconvenience and disappointment you experienced.

8/10 Good

Nicole, Rio linda

Stayed 1 night in Feb 2024
Response from Staff on 22 Mar 2024
Thank you very much for your perfect rating! We are thrilled to learn that you had such an outstanding experience during your stay at Best Western Capistrano Inn.Your satisfaction is our top priority, and we are grateful for your recognition of our efforts. Should you have any further feedback or if there's anything else we can do to make your next stay even better, please do not hesitate to let us know.We look forward to welcoming you back for another exceptional stay in the future. Thank you for choosing Best Western Capistrano Inn!

10/10 Excellent

Cindy

Liked: Cleanliness
Stayed 1 night in Feb 2024
Response from Staff on 22 Mar 2024
Thank you very much for your perfect rating! We are thrilled to learn that you had such an outstanding experience during your stay at Best Western Capistrano Inn.Your satisfaction is our top priority, and we are grateful for your recognition of our efforts. Should you have any further feedback or if there's anything else we can do to make your next stay even better, please do not hesitate to let us know.We look forward to welcoming you back for another exceptional stay in the future. Thank you for choosing Best Western Capistrano Inn!

10/10 Excellent

Ramon

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Staff on 22 Mar 2024
Thank you very much for your perfect rating! We are thrilled to learn that you had such an outstanding experience during your stay at Best Western Capistrano Inn.Your satisfaction is our top priority, and we are grateful for your recognition of our efforts. Should you have any further feedback or if there's anything else we can do to make your next stay even better, please do not hesitate to let us know.We look forward to welcoming you back for another exceptional stay in the future. Thank you for choosing Best Western Capistrano Inn!

10/10 Excellent

Ana

Excellent breakfast
Stayed 2 nights in Feb 2024
Response from Staff on 22 Mar 2024
Thank you very much for your perfect rating! We are thrilled to learn that you had such an outstanding experience during your stay at Best Western Capistrano Inn.Your satisfaction is our top priority, and we are grateful for your recognition of our efforts. Should you have any further feedback or if there's anything else we can do to make your next stay even better, please do not hesitate to let us know.We look forward to welcoming you back for another exceptional stay in the future. Thank you for choosing Best Western Capistrano Inn!

2/10 Terrible

Chakradhar

Stayed 1 night in Feb 2024
Response from Staff on 28 Mar 2024
Thank you for bringing this to our attention. We sincerely apologize for falling short of meeting your expectations during your recent stay. Guest satisfaction is of utmost importance to us, and we deeply regret that we did not meet your needs on this occasion.

10/10 Excellent

Marcos

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024

2/10 Terrible

Jonathin

Business traveller, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I had the worst experience at this hotel . I was on tour and got two rooms from the point that we got there they had to musty moldy rooms . Then the last room they put us in had a tissue papar in the peep hole that's been there for along time . In my other room wasn't vaccinated because I have a picture of a woman's eye lash and mold on the wall . Then the first time the front desk lady calls my room stating she is going to charge my card 250 dollars because my partners as she stated were smoking outside of the room . When in fact they were smoking in the parking lot not even close to being in the room and she then yelled at them when they asked her ? Where could they smoke . Then after I complained about all of this drama stress happening to Expedia the hotel locked us out of our rooms slamming Expidia saying they sent a lettter canceling us . Coming to find out in a call to Expedia that the hotel lied about the letter in want it stated to the hotel . Expedia stated to comp our night do to the concerns and or give us a credit . Instead the hotel locked us out of our rooms as a paying customer and to add made us late to our show because we were locked out of our rooms . Do not stay at this hotel it's the worst hotel ever ..
Stayed 2 nights in Jan 2024

10/10 Excellent

Linda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2024

8/10 Good

Mimi

Travelled with family
Liked: Cleanliness, staff & service
Room was clean, but smell a little musty.
Stayed 1 night in Jan 2024

4/10 Poor

Mark

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

8/10 Good

John

Been here before and keep coming back :)
Stayed 1 night in Jan 2024

10/10 Excellent

LYNDA

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024

8/10 Good

Marc

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a nice place and great location. I would recommend to anyone who needs to a place to stay while in town.
Stayed 1 night in Dec 2023
Response from Staff on 22 Mar 2024
Thank you for your kind recommendation! We're delighted to hear that you enjoyed your stay with us and found our location to be convenient. Providing a comfortable and welcoming experience for our guests is our top priority, and we're thrilled that we could meet your expectations.Your recommendation means a lot to us, and we truly appreciate your positive feedback. Should you or anyone you know need accommodations while in town, we would be honored to welcome them to Best Western Capistrano Inn.Thank you for choosing to stay with us, and we look forward to the opportunity to serve you or your friends and family again in the future! If there's anything further we can assist you with, please don't hesitate to reach out.

10/10 Excellent

Norma

Travelled with family and small children, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Thank you
Stayed 1 night in Dec 2023

4/10 Poor

Maria

Stayed 1 night in Dec 2023

10/10 Excellent

vanessa

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice clean close to jobsite, was very affordble.
Stayed 1 night in Dec 2023

10/10 Excellent

Ivan

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Ivan

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

8/10 Good

Monica

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I have stayed here before in October, so I decided to stay again because I had a great stay But this time the 2 negative review I have to give are for the parking (which you can only have 1 vehicle per room, but if you are meeting up with your partner or spouse and you have two vehicles you can not meet there...not a great option(s) The other is the bed we had. It was so hard that we couldn't sleep comfortably. So lesson learned make sure you book a king size bed or don't book here at all Other than that it's a good place other than that
Stayed 2 nights in Dec 2023

10/10 Excellent

Bradford

Stayed 2 nights in Dec 2023

10/10 Excellent

Jesse

Stayed 3 nights in Oct 2023

8/10 Good

Jason

Stayed 1 night in Dec 2023

10/10 Excellent

Ivan

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Glenna

Stayed 2 nights in Nov 2023

10/10 Excellent

vanessa

Stayed 2 nights in Nov 2023

2/10 Terrible

Slawomir

Stayed 5 nights in Nov 2023

8/10 Good

Rowena

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very helpful. Allowed us to check in early.
Stayed 1 night in Dec 2023

6/10 Okay

Kyle

Liked: Staff & service
Stayed 1 night in Nov 2023

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2023

10/10 Excellent

brigitte

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quick check in and very convenient to downtown San Juan, only 1/2 a mile. Clean and comfortable bed.
Stayed 1 night in Nov 2023

10/10 Excellent

Linda

Stayed 1 night in Nov 2023

10/10 Excellent

Harry

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very relaxing stay.
Stayed 1 night in Nov 2023

2/10 Terrible

Michael

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

8/10 Good

Stephen

Staff could be more personable. Cleaning staff were helpful.
Stayed 2 nights in Nov 2023

10/10 Excellent

Aliza

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Nov 2023

4/10 Poor

Amy

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Old dated rooms, dirty carpets, smells. Mouse running around on desk and on bed… informed staff they didn’t seem to care.
Stayed 1 night in Nov 2023

6/10 Okay

Marika

Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Sep 2023

4/10 Poor

Nicholas

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Not worth the price
Stayed 1 night in Nov 2023