Monarch Resort

I was very disappointed with both my stay and how a booking issue was handled. The property itself was average at best and did not meet my expectations for the price. While the location is convenient, the hotel felt dated and was not nearly as nice as the photos had led me to expect. The biggest issue, however, was a duplicate reservation that resulted from trying to confirm whether my original booking had gone through. I never received confirmation that my first reservation had been successfully completed. Neither my email receipt nor Apple Pay indicated that the booking had gone through, so I contacted Booking.com for assistance. Their customer service representative advised me to make a second reservation. When I arrived at the Monarch Resort, I was surprised to learn that both reservations had actually gone through. I immediately began trying to resolve the issue. I spent more than an hour on the phone with Booking.com, speaking with four different representatives. Booking.com contacted the hotel manager, who declined to approve a refund and said he would contact me the following day. The next morning, I spoke with three more Booking.com representatives, who explained that they could not cancel the duplicate reservation without the hotel’s approval. I then called the hotel manager directly, but my call was never returned. Throughout the experience, I found the manager to be unhelpful, and the front desk staff was often difficult to reach when I needed assistance. To make matters even more frustrating, it appears that one of my reservations was canceled, yet I was still charged for it. I am still trying to resolve that issue. While I was at the hotel, another guest came in looking for a room and was told the hotel was sold out. Given that one of my reservations was clearly a duplicate created by mistake, it seemed there was an opportunity to release that room and work with Booking.com to resolve the situation rather than charging me for it. I understand that hotels have cancellation policies, but this situation resulted from following the instructions I was given by Booking.com’s customer service after I was unable to verify that my original reservation had been completed. I was hoping for a reasonable solution and some understanding, especially since I contacted Booking.com immediately after discovering the duplicate reservation. Instead, I spent hours on the phone, spoke with seven different Booking.com representatives, received no follow-up from the hotel manager, and was left feeling that no one was willing to take ownership of resolving the issue. What should have been a relaxing getaway became a stressful and frustrating experience. Better communication, responsiveness, and a willingness to work with a guest facing an honest booking mistake would have made all the difference. Unfortunately, the customer service overshadowed the stay itself, and I cannot recommend this hotel based on my experience.

First night was 10/10. We were able to check in early, friendly staff provided coffee maker for room, bed comfy, room was clean & breakfast very good. 2nd night, something was scratching on the ceiling. I thought a rodent was going to come through the ceiling anytime. Was not able to get sleep. Next morning, we could see wooden roof shingles hanging off the roof and some on the balcony floor. Maybe it was a large bird?? By the time we got to breakfast after changing rooms they were out of most food and I was told to “come back tomorrow! Maybe tomorrow”. Staff didn’t want to see video of the noise and didn’t seem surprised at all. When we drove back to the resort later that day we could see another guest standing on the balcony. We sure hope things worked out for him! Although the staff was friendly and allowed us to change rooms it was our vacation time wasted.

On the trip from San Francisco to Los Angeles we booked this hotel. It is located a good kilometer from the village center Pacific Grove about 500 meters from the Pacific beach (it is worth walking there - Point Pinos Lighthouse, golf course near the beach, walk-in soldier cemetery with slabs in the grass). Good parking, large room with fireplace (working!), jacuzzi on the terrace (also usable) and 2 queen beds. Nice bath. Good breakfast included.