The only good thing about this place was we didn’t have to stay there. We made a reservation in January for a room for one night at the end of March. After reading some of the glowing reviews about this facility we quickly cancelled our reservation four weeks in advance.
My wife didn’t like the idea of bloody drapes and dirty socks. When I called to cancel the woman that took the call said no problem and gave me my confirmation number. We made reservation at the Normandy Inn in Carmel which was a very nice facility. After returning from our trip I noticed we had been billed $110 for one night lodging at the Best Western Monarch Resort. This is where the nightmare begins.
I called and talked to the desk clerk and he said that the cancellation number that I had been given was not a number that they used and that I must have made my reservation with Best Western’s national number. I told him that the only contact about this reservation was with them directly. I gave him my original confirmation number and the cancellation number. He said that they had no record of either. I told him after much haranguing that I was surprised that he was telling me that all these numbers meant nothing and the only numbers that they seemed to be able to comprehend were my VISA card numbers. I asked to speak to the Manager (Roxanne) he told me she was out and wouldn’t be back till the next week. I asked to speak to the owner and was told he was unavailable also.
I contacted Best Western Customer relations and they told me the cancellation number that I had was not one of theirs and it must the Monarch Resorts. They basically weren’t much help. I contacted AAA about this facility and filed a complaint with them. I then located my cell phone records and found the dates I had made the reservation and the cancellation. AAA contacted them telling about the phone records, Roxanne told them that just because I had called doesn’t mean that I had called to cancel.
I contacted our financial institution about the matter and they put a fraud alert on the transaction. They said it would take up to a month to rectify the matter. I provided them with the statement and the phone records to verify my side of the story.
My wife works at a major company and her travel department went to bat for us. They contacted the Monarch Resort directly and were rebuffed. They contacted Best Western Customer Relations and got nowhere.
All this for $110. It had gotten to the point where it wasn’t about the money, it was about the principal. I had spent a lot of time and energy fighting this charge.
Finally the squeaky wheel got some grease. My wife’s travel department contacted the office of the Vice President of Best Western and they reimbursed our account. This after over a month of phone calls and faxes. It was the most frustration thing I’ve ever dealt with.
I caution anyone making a reservation at this facility that you had better plan on staying there because you’ll have better luck getting water out of a rock than to get your money back from this place. Almost everyone who contacted this place about this matter said that the response from anyone they talked to was condescending and rude. I’m not saying that they are a bunch of liars, thieves and crooks, but they are darn close. BEWARE DON’T STAY THERE.!

Unfortunately we did not see the trip advisor reviews when we booked. In April 2006, we found the property to be filthy, with dated stained furnishings and a belligerent owner/manager. Do not be lured by the Best Western signage, this property does not meet their usual standards.

The conditions experienced were, dull, dingy room on entry, due to closed curtains covering the filthy state of the windows. 2 inch gaps at the bottom of each door, including the one to the corridor. Bed was old, worn, torn and stained. Bedding, faded, bobbled with age, and in a creased unironed condition. Bedroom was generally grubby, woodwork sooted from the fire, and cleary not cleaned for a considerable time.

These experiences are representative of both rooms offered. We declined a third room and stayed elsewhere. The owner/manager declined to view the rooms, or accept our complaints. Her only mantra was, you will not get any refund.

Subsequent to our complaint and photographic evidence to B. W customer service, we did receive a partial refund. We frequently stay with Best Western, and will continue to do so, but NOT at Monarch Resort Pacific Grove.

We had two rooms for two couples and stay was unsatisfactory. One room had a tub with a stopper that would not work (i.e. you could not take a bath) and a shower that would not work as well. The other room had a broken coffee pot, where the top fell off and if one was not careful you could be burned. The whole facility is showing heavy signs of wear and much delayed maintenance. One room had a refrigerator right next to the fireplace (very bad positioning) and the other room had no refrigerator.

The continental breakfast was the poorest excuse for same that any of the four of us have ever seen. Muffins cut in half (so you won't take too much), orange juice container empty, no choice of cereals (one only) and totally inadequate area in which to eat and enjoy your breakfast. Furthermore, there was no place to set anything down while you were picking up your breakfast..

When this was all brought to the attention of the desk clerk, on checkout, we were told we should have said someting earlier so that they could "fix" it. But who wants to spend their time at a resort waiting for "fix it" people. She said she could not make an "adjustment" (we had not asked for one) but said her manager would call us the next day. Five days later, nobody had called so we called. We then got the usual excuses about we should have told them earlier, breakfast was adequate for Best Western standard, etc. She said she would check out our complaints, however, and call us back. It is now weeks later, still no call back.

This property is not well maintained and is not well managed.

Overall it is a good place to stay. The room had a fireplace and a new firelog was added everyday. The room ad its own balcony. Location is convenient to area sights and interest.