Su Nido Inn

This is a beautiful property and just a couple minutes walk to shops and restaurants . We were excited when we arrived to see how nice and what a great location, but issues started immediately..no cleaning, a rat, keys not working. There is no office on site, but is a mile down the road at their sister property, Casa Ojai. We rented a suite and two rooms for 8 nights, with one of the rooms that will connect. Our keys were left in the late arrival box, but we couldn’t get into the one connecting room. They dropped of the keys at 10:30 pm, but they didn’t work, so we couldn’t even get into that room the first night. No offer to credit us for that. Then the third night, we had a rat in the hood over the stove and it was trying to get through the hood filter into the room. We called and they came down, but were unable to get it. They draped a plastic bag over the filter opening and said they would send maintenance down in the morning. Well, the rat got through and we had to trap it before we could go to bed. They did come the next morning and cleaned the stove and kitchen area and said they would let the owner know, we never heard from the owner and issues continued for the remainder of the week. Keys stopped working to open rooms 4 different times during stay, Rooms should have been cleaned every 3 days. We had to ask after 4 days, and they didn’t even go into one of the rooms, against day 6, I had to ask for cleaning service again, and they never came for a 2nd cleaning. Finally, the night before we left, we were locked out of our room again, so I went to their sister property to get keys and complain again. They said owner would call within 30 minutes. No call, just an email apologizing and jokingly thanking us for catching the rat, and offering to waive our amenity fee and 25% off next visit, I insisted on a call. He seemed to have excuses for most of it and said he had to discuss all of this with his staff and would get back with me. Well, no call, just an email itemizing all our issues and his interpretation of them, as if he were discussing all of this with his staff. He offered to refund the one night that we had to catch the rat, which was one of the cheaper nights and $200 off for the lack of cleaning and the key issues. This is what he thought was appropriate after our spending $6,200 for our stay, and he hasn’t bothered to respond to my email or call me. I really wanted to like this place and be understanding, but I will never be back mainly because of the owner’s attitude and handling of this.

The location is the best feature; restaurants and shops on Ojai Avenue are a 5-minute walk away but the inn itself is on a very quiet side street. We stayed in the Sparrow Room. The king-size bed was very comfortable and there were plenty of pillows. The bathroom had plenty of counter space, unlike many places we've stayed. There was no noise from traffic or other guests. The website said the room did not have a fridge, but it did (a room that pricey should have a fridge).

Loved a great deal about our 12 day stay at Su Nido in two suites. Comfy beds and bedding, well-situated for restaurants (Lulu or Dutchess for breakfast, Osteria for most dinners). Furniture coukd be upgraded a bit, and the suites cry out for nice couches. Some bedrooms are dark (gloomy green paint not ideal). It was clean though cobwebby, and the zero maid service, while fine for a night or three, was suboptimal for a 12 night stay -- it should have been provided in the middle of those days. Seriously deficient hot water in one suite was repaired same day after a request. Outstanding attention and care from Brandon, who seems to do a variety of tasks at Su Nido. Friendly & helpful (thermostat issue) -- thank you Brandon!

My experience at this hotel was disappointing. While The room and hotel were beautiful the lack service made it the worst experience. We had no hot water for 2 days. When I complained the first day, front desk agent said it was because of the amount of the hotel guests. I thought is was odd but did not push the issue. We will just try to shower at a different time. After múltiples attempts to take a hot shower on the second day. The agent did not find my problem an issue. Just simple said to try at a different time. Nothing they can do. Shocking experience did not even offer an apology. I would not ever stay there again. I understand problems happen but is whet we do to take care of the guests that makes a different. Use your money in hotel that cares, stay away from this one.