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Business Profile

Hotels

SureStay Plus by Best Western

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:06/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a family emergency going on & needed to check into a room for a couple days for my ******** & decided to stay at SureStay ********** by Best Western **************, *********. The pictures look really nice & reassuring, so I booked it for 2 days. The total was $242.00 after ************* The dates confirmed was check-in 6/19/21 & check-out 6/21/23. I arrived around 3:14pm to check in. The front desk attendant was very nice & check us in. (When they look at the cameras, they will see my ******** at the front desk.) (They have cameras everywhere). She even accommodated me an King size bed for my ******** to sleep together. (She is only 6 months). The room I got was 147 on the back side of the hotel. It was storming really bad so I hurried inside with the baby & started unpacking. As time is going on, I am noticing ****************** wrong with the room (water stains on the ceiling, a tear in the ceiling, cable wires exposed under the desk, black spots on the base board, under the sink LOOK LIKE MOLD). Did I mention I got a baby with me? So I called the front desk to see if there was any way that I could get my room switched, she said that all of the rooms for Kings was taken. So I step outside to get the rest of my things & seen where there was a pile of thrown away MATTRESSES by the Dumpster, along with someone outside arguing about some pills that fell in the parking lot. So as a mother, I checked out at 9:47pm. I got charged $187 for that night & have not received a refund for the night I didnt not stay there (Tuesday 6/20/23)hotels.com stated that the hotel has to "grant *********** to release the funds, that hotels.com collected. It also stated on the website that it would be completely refundable. So they said that they reached out a was waiting on a response from the General Manager & that they would send an email or call & both parties lied. The place looks nothing like the hotel when you go around that ************* know that room is in that condition.

SureStay Plus by Best Western is NOT a BBB Accredited Business.

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