SureStay Plus Hotel by Best Western Orlando International Drive, Orlando

WORST “hotel” I've ever been to. TERRIBLE attention and the “lady” in the front desk was so disrespectful. Our door stop functioning and we couldn't solve it till 11 am when we had planned to go to the parks at 9am. When they finally managed to open the door they told us to change rooms and they weren't even going to bring us the new key. honestly I've been around the world and thirds world countries have a better attention than this place.

Randy Hart, General Manager at SureStay Plus By Best Western Orlando International Drive, responded to this review
Good afternoon, I am terribly sorry for the experience you encountered at SureStay Plus. Please provide me with more information about your stay. What day did you check in and the name on the reservation? Do you happen to remember the name of the lady you are referencing? Please respond directly to me at randy.h@millenniumhospitatlity.com and we can speak more about this situation. Thank you for bringing this to my attention. Take care and have a great day. Randy Hart

Very clean rooms, great stuff that cleans all day long and also helps all the time. Safe felling with security team that patrols every hour. Thanks to Joceline Evvan at the front desk, and to Julio the security guy!

I stay here when i come to Orlando. This hotel never disappoints. Clean rooms, property is immaculate and safe if traveling alone. Sparkling pool is open until 11pm every night. I wish there was a guest laundry facility here. Dont hesitate to book!

This hotel is horrible. It looks clean and had decent reviews but we were deceived. A friend and I stayed in Orlando for the night as we had tickets to Universal's Halloween Horror Nights and didn't want to have to travel after leaving the park at 2am. We had checked in to the hotel earlier that day but just stopped into the room to put our things down and then left. When we returned to the room around 2:30am, we were getting ready to go to bed and saw a bug skittering across the bathroom counter. We smashed it before getting a good look at it and thought it was an isolated thing-it's Florida there's going to be a random bug. But when I sat down on the bed and looked over at the night stand and saw multiple more bugs, we realized they were cockroaches. Immediately I went down to the front desk. The man at the desk apologized and gave us a new room. We thought this was the end but, no such luck. We gather all of our things, after shaking them all out to make sure we didn't have any hitchhikers, and move to the new room. Upon flipping the lights on, we saw a swarm of cockroaches flee for cover under the bed. Obviously, we went back to the front desk and told them that we couldn't stay there anymore and that they needed to refund us for the room. The guy said absolutely but you're going to have to go through Expedia as you booked the room through them, whatever it's late and we don't fight the issue. We found another, bug free, hotel and thought we'd get our money back after filing a complaint with Expedia. Now this hotel is refusing to give us our money back saying “there's no incident report about cockroaches on that night so we can't refund you.” I am beyond livid and would never stay here or any other Surestay Plus ever again.

This is a good location but this facility requires cleaning and maintenance. Not Best Western cleaning standard. Front desk staffs are nice. Found few roach in first room that we changed. But second one had weird smell near refrigerator.

Randy Hart, General Manager at SureStay Plus By Best Western Orlando International Drive, responded to this review
Thank you for taking the time to give us some feedback. We apologize for not meeting your expectations. We will use this as a tool to better prepare our staff in the future. Take care and have a great day. Randy Hart

We've been coming to this hotel since 2017 (when it was the SunSol) because it has a number of pros: 24 hour check in, location on point, easy to walk to Surfside/Dockside and grab a free park shuttle to Universal, easy to coordinate a Disney shuttle (free). Has a decent pool and a playground and splash pad and a simple but free breakfast. We've also never dealt with trapped humidity in our stays. However, this time around we only received a single turndown service the entire week (Sunday to Sunday) even though it's meant to be every 2 days. If we weren't traveling with a toddler, I don't think we would have even cared but toddlers turn everything they touch to crumbs. So, because we had no way to properly remove these crumbs, we had little ants scouting around by the end of the stay which was a bit of a bummer. We've enjoyed our stays here, but at least while our kid is made of crumbs, we'll probably stay elsewhere in the future with a more reliable turn down service to help us keep the room clean and the crumbs at bay.

Nice,friendly staff and great location.Walk to outlet mall.Restaurants close,Walgreens,7-11,and fairly quiet.Very little road traffic.Breakfast could be changed up some but have seen a lot worse.If on a budget this is a good place to stay.Don't expect 5 star.

I typically feel pretty good about Best Western worldwide but this Sure Stay wasn't what I expected. I could deal with the exterior corridors and the location is five minutes from Universal but from humidity (where is seemed my bedsheets were damp but weren't (and AC was working) to oddly placed electrical outlets and more will make me go back to staying at a Universal property and pay a higher price for service.

Positive: - Very good location, close to the parks and bus stops. - There is a small fridge / freezer and microwave in the room so you can have a quick meal if you have your own plates and cutlery Negative: - the room was dirty when we arrived, full of hair. The rooms are supposed to be cleaned every 2nd day, when it didn't happen, we asked reception, no apologies, but at least the day after they cleaned the room. - the aircon is so loud, make sure you have earplugs and water was constantly leaking from it - the staff is rude - breakfast is horrible. The problem wasn't that it's a continental breakfast, it could have still been nice. There wasn't any fresh vegetables, only oranges and bananas. Otherwise everything was just sugar / corn syrup and processed meat. If you are vegan, bring your own veggies, because you will only be able to make a toast and eat the sugary oatmeal (if you bring your own milk).

Where do I start? I also noticed a review dating Sept 11 on Expedia with another person facing similar issues to us. We checked in for 2 weeks starting 27th August, the first issue we had was a blocked toilet on checking in, we went to reception the next morning to report. After like the 4/5 day we noticed our room had only bee cleaned once, we were getting back late each night and we went to reception as we needed new towels and complained but was advised we can change rooms if its that much of a problem or just have it cleaned tomorrow.. we agreed to just have it cleaned tomorrow - this of course didn't happen, came back and there was even a couple bugs in the room in the bed and bathroom from somewhere, due to a late finish again and getting nowhere the previous night, took the sheet off, got rid of bugs outside and went to sleep. The next morning we woke up to the hotel room carpet absolutely soaked, to the point of walking and it was splashing on stepping. The aircon had somehow leaked during the night and ruined all our clothes and items we bought and left on the floor (who expects aircon to leak that bad?) I could not put up with this for a further week and it was really dreading coming back each night. I complained at the reception upon waking up to this who advised no manager was in, I could move rooms or check out if we hate it that much we checked out early and was suppose to receive a email from the manager as the receptionist made all the notes and refund within 3-5 days but after 3 weeks we have had no response. I contacted Expedia who tried to get through to hotel and speak to manager but was ‘unavailable' again. They advised I would receive a update within 72 hours and this never happened. Please AVOID at ALL COSTS! Pay a bit more money elsewhere and get a better service. We lost a day of our trip having to move hotel and paid far more as Hyatt Place was one of the only hotels available at short notice but although we paid for more than we wanted, the stay here was amazing and as they saying goes, you truely get what you pay for. Best Western should be ashamed of attaching their name to this hotel as I've always used them but never again - now contacting BW HQ to see what is going on with refund, compensation for damaged items and no response from the hotel. Awful place.

This hotel has a security personal walking around every wherever for you security, breakfast is ready 6:00am, pool and food available inside the hotel , ice machine and the most important a very clean room. I stayed with my family and I recommend it to everyone as the best price and best quality hotel. 3 minutes drive from Universal Studio and you have all kind of different stores a walk distance even a 711 right in front. This is for everyone ( family, business, or any other reason that brings to Orlando).

We put the sign on the door to have the room made up daily. This never happened leaving us to go to the office in the next building over to get fresh towels and toiletries. Mattress was terrible as well - could hear the springs and lumpy

I checked in for a 2 night stay and the airconditioning was blowing hot air on one side, cold on the other. I notified the front desk and they said they would send someone up to fix it. 40 minutes later, I called again and they apologized and send they would send someone up. I then left the property and returned around 10pm and the airconditioning was still not fixed. I called the front desk again and the said they would send someone to fix it the following day. I was gone most of the next day returning early evening to the same issue. I walked over the the front desk and told the person at the counter Brianna that I expected an adjustment to be made to my bill due to the inconvenience. She said they would have the manager, Yash Patel call me, I never heard from him. Days later I called the property and spoke to Kason about my poor experience and he said he would have his manager or Yash Patel call me , neither did. I finally did receive a lame email from Yash Patel with an apology and stating "your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future." What does that mean? I care about me and my experience, I wasn't conducting customer experience research!. He didn't even have the decency to offer me one free night to compensate me for the poor experience at the property.. Very disappointing. I doubt I will ever return to any Sure Stay or Best Western in the future Please be aware of their lack of interest ion making your stay comfortable.

No reliable WiFi in rooms. Had days without WiFi un room Breakfast lacks variety Maintenance staff take forever to come and fix issues No tv. Even after maintainable came to check Housekeeping speaks only Spanish Broken drawers in rooms

We stayed in this hotel due to it's proximity to Universal - you can walk to City Walk with ease in 20 minutes! The staff on the check in desk were lovely upon arrival, and very professional. We had a room on the third floor. Obviously it is a motel and so we weren't expecting luxury, but the room was clean, larger than expected, had good air con and comfy beds. Fridge and microwave were of good standard too. Didn't hear any noise at night and felt safe coming home late at night from City Walk and International Drive. Breakfast was pastries, fruit, cereal, toast, scrambled eggs then ham/sausage patties. Great to fill up before heading to the parks. Not much seating inside but pletny outside. We gad no problems at 7am/8am before park opening. Lyft to Universal was $8 or 20 minutes to walk. Disney was $25 in either Uber or Lyft. There was also a bus stop outside Denny's for the itrolley and public buses. Overall a fantastic base for the theme parks. Don't need luxury when in Orlando as you only really sleep in the room. Would stay here again for a cheap base with breakfast for the parks. There was also a shuttle but we found it left too late/back to early so didn't use it.

I have seen some not so great reviews but I can't say I had any of those experiences. I had a quiet room away from the pool. the place was clean. I have stayed in a lot worst places.... a lot worst. this was overall genuinely pleasant and reasonably priced for the holiday weekend. The fact there were a few restaurants in walking distance was a plus. I had no bad experiences. I realize that the place had recently changed names and management so there is a time of transition perhaps the previous reviews were a reflection of that time period. I think that the only negative I can muster is the breakfast that was included. I'm a breakfast eater so it left a bit to be desired. frozen eggs thawed and heated, and deli ham heated. there is room for improvement. For kids it would be fine with the variety of cereals, muffins, and breads but for me I would rather walk the short distance to the Denny's or IHOP. Additionally the housekeeping didn't seem to have a regular schedule One day they would be around in the morning and other days they would be around in late afternoon.

We had a very bad experience in this Motel. Firstly the gave us a Room which has not been cleaned, then after we received the keys to a new Room, other guests just walked into our Room. The Reception staff just handed them the Key to the same Room. But that's ok, mistakes can happen. The next Morning tough we woke up with a ton of bites all over our bodies. We immediately noticed: BEDBUGS. We saw the Blood on the sheets. Even the Sheet of the unused Bed had bloodstainw on it, which means they probably have bedbugs not only in this Room. We talked to the Manager and she immediately was very unsupportive, told us we whould just talk to Booking.com and basically that she didn't care. After a lot of discussions and an hour long Phonecall with Booking.com, she told us that she doesn't believe us and we should follow her to the Room. When we arrived there, the bedsheets were removed and magically there were no bedbugs on the mattress anymore. She must have swapped the matresses, because we have clearly seen the bedbugs with our own Eyes. Then she basically just threw us out of the jotel and booking.com refunded us, and gladely they managed to look for a new but more expensive place to stay. On our way out we overheared the Manager talk to the receptionist that they will quickly clean the room and that he can sell it again to new customers. I would not recommend for anyone to go to this place. The Breakfast and Pool was nice though.

We booked this hotel thinking it was a new and improved place under a new name. However, this was a nightmare experience with lots of noise all night and poorly planned breakfast in the morning. No coffee and too many guests crammed in a small area for breakfast.

It's your average motel. We stayed here to visit the theme park. Pros: It is very close to the parks and walking distance to convenience stores and food. The pool was clean and big. Free breakfast was good. They had eggs, sausage, cereal, bread, muffins and fruit. Shower water was hot and good pressure. No tub only shower, which was fine. Beds were comfortable and clean. Cons: there is only one shuttle to and one shuttle back to the parks. We got there one morning at the time it listed, another family was there before us, but the bus apparently had already left. It comes back around 7 pm which was inconvenient because we like staying until the park closes at 9/10. So we had to ride share everyday back and forth which added up. Other reviews about the towels were right. We got one set of towels and wash clothes. There were no towels at the pool so we took our room towels and requested more. She said she was sending someone who took our used but only gave us 2 towels and no wash clothes for a family of 4. There were a million gnats in our room. The pillows were rock hard. 3 vending machines on the 1st floor, one of which didn't work. We've stayed at an on-site hotel so I chose this one to save money. I'm undecided if I would stay here again or just go back to on-site.

Clean Property, Continental Breakfast was nice, good selection, glad there was a protein option. (Baked eggs.) - Responsive service, close to attractions. Some properties just offer lots of pastries, so this was nice to not get totally sugar-high.

If I were to be advising people I would say do not stay here for health reasons and comfort. The floors were filthy. The sheets were stained with whatever The windows were dirty. You could see where they scrapes something off the window and did not finish, The sheets had some kind of stain on them, remote was not functioning properly and that was not exchanged. No hand towels or washcloths. We went down and got a hand towel and three bath towels which they took away before we came back to take a shower and did not replace. The chair offered to be sitting on with so filthy. Decided not to sit on it because you don't know what was on it. Breakfast was toast your own bread or eggo and some sort of cold round fluffy egg thing. overall it was a terrible stay and the place was just filthy. We will not go there again.

My husband, son, and I checked in on 4/21 for two nights. Pros: We were placed in a first floor room promptly. Cons: The room was damp and dark...nothing like the pictures showed in the site. There were dirty sheets left on the pull-out sofa. There were no clean sheets, blanket, or extra pillow for sofa bed. There were 3 bath towels and one bath mat. There were no hand towels or face cloths in the room. There was 1 coat hanger. There was 1 chair. The floor was filthy - after walking barefoot on it for 30 minutes, my feet were black. There were no electrical outlets near bed. No pool towels. Breakfast was abysmal. Found a worm of sorts in the bed! RE Sheets and Towels: I went to front desk and requested sheets, blanket, pillow, and towels. Clerk said she would have housekeeping bring them. A few hours later, the sheets, blanket, and towels were delivered. No pillow was delivered. RE Electrical Outlets: After returning to the room from requesting the towels/sheets/blanket, it was discovered there was only 1 accessible electrical outlet..across the room, which would not allow my husbands CPAP machine to work next to the bed. We pulled the bed away from the wall and saw an extension cord with the ends spliced to the lamp cord with painters tape! I went back to front desk and requested an extension cord be delivered. We went out to dinner. When we came back there was no extension cord. My husband went to the front desk and was told that there were no extension cords. I went to the front desk and asked the clerk to page maintenance as an extension cord was required to operate the machine my husband needed to breath when he sleeps. Further, we could have been notified sometime over the past 4 hours that an extension cord was not available and purchased one while we were out, but were never contacted. Maintenance was called and though a language barrier made communication difficult, we were able to obtain an extension cord. RE Worm: The morning of check-out, got out of bed, went to grab something from the table, returned to bedside and found a worm with pinchers of sorts crawling in my bed. On my way checking out, I stopped at clerks counter and showed the picture of the worm, but he said he couldn't do anything about it. Utterly disgusted! RE Damp/Darkness: It was so damp in the room that the hotel had two containers of Damp Rid placed on top of the armoire cabinet. RE Breakfast: I understand it is a continental breakfast - but other than the apples and bananas, none of the food was fresh - all from frozen and the taste was bland.

We had a very unpleasant experience. Have been trying to contact the manager since last week and no response at all. Our room was not clean when we checked in and there were lizards all over the corridors of the hotel. I stopped by the front desk the very next morning and I was told the manager will be informed and will contact me but no one got back to our complaint. We checked out the second day when the front desk person committed that we will only be charged for one night stay and remaining 4 days will be refunded. We had to find another hotel to stay for the remaining days of our vacation. I emailed the manager and called the hotel, but still no response. And today I see that they have charged us for all 5 nights even though we weren't in the hotel. If the manager is reading this please respond to my email and call me please. Thanks Rekha Bhardwaj

We checked in late on Friday and the guy who checked us in wasn't the happiest. However everyone else at the front was so cheerful especially Cleo and Parker who checked us out super early! We ordered towels late at night, and they came quickly with even more we asked for. The place was very tidy and looked very clean as well.

Isabella Calzada, Revenue Management at SureStay Plus By Best Western Orlando International Drive, responded to this review
Dear Alexis, Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. Sincerely I. Calzada OM

We picked this place due to its proximity to Universal and its affordability. The check in process was quick and we had two great nights in our room. When we asked for more towels, they arrived in less than 5 minutes. Cleo and Parker were happy to check us out and hoping to see is back soon!

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. Sincerely I. Calzada OM

Booked for a single night due to proximity of Universal Studios (1.6 miles by car to Universal Parking lot). Check in was very fast and efficient. The room was basic, with uncomfortable beds but all in working order. Hot breakfast served, also a perk we looked for with our family of 4. Nothing wrong with this place, it's just on the lower end. I would stay again despite the 2* rating.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Thank you for your feedback. On behalf of our entire team please accept my apologies that your stay with us was not as expected. We strive to provide each guest with a positive experience that exceeds their expectations. We will certainly share your feedback regarding the staff as well as the room concerns to improve our performance. Thank you for allowing us to serve you and we hope to do so again.

Rooms are clean, a decent size with flat screen TV. Air conditioning works very well. The staff are friendly too. Breakfast is OK, it will get fed and filled up but that is all. The pool area is very pleasant! They have free shuttle to Universal studios, sea World, and others... You can do a lot by foot so no need for a car. Quite a few options for restaurants, markets etc 5-20mins walk depending what you need.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Thank you very much for such a good review, we work very hard to offer the best environment and service. That's why I'm happy to see it reflected in your stay. We hope you come back and see us again soon.

We booked this stay because I had stayed at another of these properties in Siesta Key last October and was just amazed at the service for the value I paid. I was expecting a similar experience here, but it fell far from expectations. The beds had a hole in the middle that you would roll into every night. We only had cups to drink from the first night and then had to cup our hands to rinse when brushing teeth. We didn't like doing that because we had roaches crawling on the countertops for which hotel staff ignored and we bought our own roach spray.The parking was horrific if you got in late,there were no spots. Luckily my son is disabled and we were able to park in handicapped spots. The front desk staff was rude, and we went 3 days before getting enough towels for all of us to bathe because they had none. They had a two-page list of rooms needing towels and they never came. This was a daily problem and we never did have a full set the entire 6 night stay. We had to use our beach towels we brought from home. Buyer beware! Thumbs down!

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. At Sure Stay we strive every day to provide a superior customer experience. Sorry we couldn't do that for you. We will use the feedback you provided to implement improvements to ensure we provide a better experience in the future. Because we value your business, we ask that you give us the opportunity to change your impression of our hotel in order to provide you with excellent service.

Check-in was pleasant and the grounds appeared to be taken care of. Room appeared fairly clean and bed was comfortable. Hair dryer in the room did not work and bed lamp on one side could not be used as the cord did not reach an outlet. Rarely any towels at the pool and those that were provided appeared to have stains. Breakfast was fair but a plus was that breakfast opened at 6:30 for us early risers.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
First and the foremost thanks to taking the time to write a review for us although it's difficult to hear the not so good stuff, we appreciate you sharing your experience so that we can improve moving forward . Should you decide to stay with us again please reach -out to me so that i can make wure we take great care of you. We hope your next stay will be a pleasant journey and looking foreard to welcoming you back again. Kind regards

Cheap hot breakfast. Rooms smelled good and mostly clean. Outdoor play for kids. Liked being close to Universal. Staff was helpful except when they canceled my room due to not arriving the day expected as flight was canceled, even though other family said we were coming when they checked in.Price is good for value but will try somewhere else next time.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Thank you very much for such a good review, we work very hard to offer the best environment and service. That's why I'm happy to see it reflected in your stay. We hope you come back and see us again soon. If I can be of assistance in the future, please feel free to contact me at 1 407.203.2664.

Everything was wonderful, the room was great and Isabella made us feel at home..Very professional and well run property..Breakfast was great by the pool and the well appointed room was clean and comfortable.. Highly recommended.. GM Sabbatino

I started coughing from the musty odor almost as soon as I opened the door to enter the room. After a couple days I had to change hotels for my health. The grounds were beautiful and breakfast was adequate. Pool was not heated and very cold. I am a Best Western diamond select level and overall, this was the worst BW hotel I've stayed at out of dozens of stays. It appears this hotel was a former motel 6 that was purchased and they are in the process of trying to make a decent BW out of. Until they do, stay elsewhere

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Please accept my sincere apologies for any inconvenience; we are working hard to renovate our facilities. Thanks for letting us know. We pride ourselves on providing the best possible guest experience, and I'm sorry we didn't make it this time. We will take care of solving it immediately, we hope to receive you in the future to change that impression and offer you an excellent stay.

Excellent location, exterior was maintained, rooms were average with some issues that needed to be addressed by management. We had to change rooms because of that. Service was subpar! Language barrier with the staff, we they finally came around after calling the B.W. Customer Help Desk.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
We will like to express our apologies that you had a negative experience in our hotel. kindy be advised that our team is working on the case and will follow up accordingly. We hope your next stay will be a pleasant journey and looking forward to welcoming you back again.

Excellent customer service by front desks staff member Maria , she went above and beyond to find another best western location when we decided to extend our stay by one more night , she found our Westwood location helped us to reserve it so our move from one location to another was smooth

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
We are delighted that your time with us was so amazing, we strive to go above and beyond to ensure our guests have a memorable stay, thank you for recognizing our effort and that of our employees, as important members of our team. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 1 407. 203.2664.

I enjoyed my stay at this hotel. Room was clean and comfortable . Air con worked well and my only fault really was the WiFi which was very hit and miss. The signal around the rooms needs boosting as it is fine around reception . Breakfast while not offering a wide choice was fine for what it was. The pool area was clean and pool towels were plentiful and replenished regularly. Free shuttle bus is available to the theme parks. One could walk to Universal if one really wanted to. The location is just off International drive and plenty of restaurants and bars nearby.

Very clean rooms. Nice staff. We checked for ‘extra guests' and none were to be found yay! Pool and bar were nice. We needed to ask for towels multiple times but staff was very nice and accommodating.

Rooms are clean, slight odor but I have noticed all hotels in Florida smell similar. The housekeeping staff are very friendly. Front desk is hardly helpful, they will rush you off the phone and send the maintenance guy for any little thing. Their cable is terrible, only 23ish channels and nothing ever on. The pool is freezing, we assumed it would be a heated pool like most other hotels here. The spray park does not work, and the playground is for small kids/toddlers, my 7 and 9 year olds were too big for it. The breakfast is just ok, nothing special at all. Overall the location is nice but we will likely not stay again.

We checked in and unloaded our luggage and we're literally only there 20 minutes and found the bed was FULL of cockroaches!!!!!! They we're climbing all over the sink and in the beds!! I called the front desk and was completely ignored! I had to go to the front desk and literally show them the roaches in the napkin!!! I was livid! The floor was so dirty my 4 years olds feet were filthy!!! I took pictures and sent them to booking.com and was told I was being refunded but it will be 7 to 12 business days! This place is NASTY! Never ever again ever!! You want a good room go to the Laquimta!

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Please accept my sincere apologies for any inconvenience; we are working hard to renovate our facilities. Thanks for letting us know. We pride ourselves on providing the best possible guest experience, and I'm sorry we didn't make it this time. We will take care of solving it immediately, we hope to receive you in the future to change that impression and offer you an excellent stay.

These are the pictures i took as indicated in my review. I am not saying don't stay here, but just bringing to the attention of the hotel management and guest my experienced staying here. I really hope this situation does not occur again as cleanliness, sanitization should be top priority during this pandemic.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Please accept my sincere apologies for any inconvenience; we are working hard to renovate our facilities. Thanks for letting us know. We pride ourselves on providing the best possible guest experience, and I'm sorry we didn't make it this time. We will take care of solving it immediately, we hope to receive you in the future to change that impression and offer you an excellent stay.

Room was as I expected. Clean with an average bed. Tv system was terrible with only about 5 stations. Breakfast was basic with very limited selections. Location was great and the employees were very helpful

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
thank you for taking the time to write a review for us, we appreciate all constructive feedback from our guest. we will endeavor to attend to all your comment, we pride ourselves on our hotel and services and apologizes we didn't meet your expectation. If you decide to stay with us again, please contact me to make sure we will take good care of you. We hope that your next stay will be a pleasant trip and we look forward to welcoming you again.

The room was large and comfortable. Shower was cleaner than most we have stayed at and actuary had hot water. The staff was very friendly. The beds were extremely comfortable and we slept very well. Blanket was super soft. Great place to stay.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
We are delighted that your time with us was so amazing, we strive to go above and beyond to ensure our guests have a memorable stay, thank you for recognizing our effort and that of our employees, as important members of our team. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 1 407. 203.2664. Yours sincerely,

.Great Value, Clean and well kept. Cant beat the price! Staff was friendly and helpful. Grounds well kept. Safe. Sparkling pool. Delicious breakfast. I will stay here next time i am in Orlando. Thanks so much!

The place was just 15-30 minutes from all Orlando family friendly attractions. Though my expectation for a Best Western hotel was not met (the room and breakfast was just average), the bed was very comfortable. There was a security onsite in the evening and night time. Heater and AC worked very well. Cleaning service was everyday.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Mr. Sethu, Thank you for completing the survey regarding your recent stay at our property. Your comment is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. Sincerely

Great hotel and friendly helpful staff. Recommend as a place to stay when visiting Orlando with family or as a couple. Location is great for access to theme parks and international drive, lots of shopping and restaurants

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
We are delighted that your time with us was so amazing, we strive to go above and beyond to ensure our guests have a memorable stay, thank you for recognizing our effort and that of our employees, as important members of our team. We hope you will come back and see us again soon. Isabella ,// Operation Manager

I can't say enough good things about this hotel. We visit Florida with the kids often and we usually stay on theme park property. This time we had to stay off property because the hotel on property was understaffed and not operating at full capacity. This hotel was great! The rooms were exceptionally clean and the staff was so friendly, the general manager Ramiro went above and beyond to make our kids happy and comfortable. We will definitely return again next trip!

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Thank you very much for such a great review, we work very hard to offer the best environment and service. So I am happy to see it reflected in your stay, We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 1 407. 203.2664. Yours sincerely,

We recently visited Orlando for the holidays, stayed a Surestay Plus Orlando we got a nice renovated room, really clean maids change linen every day, the hotel has a great value for the money we paid, breakfast from 7 to 10 had everything for a continental breakfast, eggs, ham, waffles, yogurt, coffee and juices. The best is the staff very nice service at housekeeping and front desk. We will return and recommend the hotel to everyone.

Isabella Calzada, Revenue Management at Surestay Plus by Best Western Orlando International Drive, responded to this review
Hi Thanks for your nice review, we look forward to welcoming your and your family next visit to Orlando Florida,. Best Regards

The hotel staff was fast with any request we had. The food, parking, pool and maid service were all excellent. We had a late check-in and that was not a problem, we also asked for more towels which were promptly delivered. I recommend this location as it close to many attractions and doesn't cost tons of money.

* EXTREMELY SPOTTY wifi that was hardly working during the stay * CROWDED breakfast room with not enough space and had to sit outside by the pool in the cold * Room with "pool view" did NOT even have a balcony when I paid extra for "pool view" * UNCOMFORTABLE squeaky spring bed that made sleeping a torture

The booking process was simple.Very affordable price range. The breakfast inclusive package was varied in its afferings.There was a complementary shuttle to and from the theme parks: Universal/disney Hollywood studios and Seaworld. The shuttle was always on time. The reception staff were very helpful andand even assisted me with printing my travel documents for my departure.I also got a late checkout with no additional fee. The room I stayed in was well maintained with good facilities: microwave, refrigerator and coffe maker…. Everything was excellent.

It was my first stay at this hotel and it won't be the last! The hotel is clean, nicely furnished, safe, location, the staff makes you feel like friends! What else do you expect? It's like a home away from home! Definitely you will see me again Thanks guys

Clean and very kind staff. Cloe was so sweet and helpful. Food was good and near many attractions not walking wise but driving wise yes. They also offer covid testing in the hotel if needed. We will stay again

excellent attention and location, you can see that it is remodeled, very good cleaning, the spectacular pool and very close to universal studios and international drive, very comfortable rooms and ideal for business or family

R Perez, General Manager at Surestay Plus by Best Western Orlando International Drive, responded to this review
Dear José, thank for your compliments to our hotel, we are working hard to offer good quality and service at excellent prices, please come back to your home in Orlando Surestay plus by Best western Orlando International Drive. Thank you, R.Perez General Manager at Surestay plus Idrive.

I visited the hotel with my friend. What a wonderful stay for a low budget in Orlando. The hotel rooms were all renovated. Painted in beatiful colors. Staff is very nice, breakfast really good, The best location near Universal Studios, Recommended to friends and Family.

R Perez, General Manager at Surestay Plus by Best Western Orlando International Drive, responded to this review
Dear Guest: Thank you for this review, certainly we have renovated all room floors and painting, improved our breakfast. I will inform my staff about your good comments, let me know whenever you want to return to Surestay Plus Orlando, your home away Home. Thank you, R. Perez General Manager

The booking process was simple. Very affordable price range. The breakfast inclusive package was varied in its offerings. There was a complementary shuttle to and from the theme parks: Universal/Disney Hollywood studios and SeaWorld. The shuttle was always on time. The reception staff were very helpful and even assisted me with printing my travel documents for my departure. I also got a late checkout with no additional fee. The room I stayed in was well maintained with good facilities: microwave, refridgerator and coffee maker. Overall for an Orlando vacation on a budget, I would highly recommend this hotel as a choice of stay. It is safe, affordable and good customer service. Keep up the good work!

R Perez, General Manager at Surestay Plus by Best Western Orlando International Drive, responded to this review
Dear Guest: Thank you for completing this review at Tripadvisor regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 1 407. 203.2664. Thank you again for taking the time to completing this nice review. We appreciate your loyalty to our brand. Sincerely, R. Perez General manager SureStay Plus by Best Western Orlando International Drive

I stayed at this place for 6 days with my daughter. It was our first vacation mom and daughter. First of all we received a great welcome from the front desk staff. The breakfast in the morning is ample. We had a lot of options. The pool is really clean. The have security every night. We save money because we use the hotel shuttles to go to the parks. Beds super comfortables. By the look of the room it's renovated. I really enjoyed my stay.

R Perez, General Manager at Surestay Plus by Best Western Orlando International Drive, responded to this review
Dear Guest: Thank you for completing this review at Tripadvisor regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 1 407. 203.2664. Thank you again for taking the time to completing this nice review. We appreciate your loyalty to our brand. Sincerely, R. Perez General manager SureStay Plus by Best Western Orlando International Drive

Surestay plus Orlando is a hotel for families, great location near Universal studios, clean rooms, staff was very nice, Mauri gave us a very warm welcome, Breakfast had ham and eggs, assorted breads, yogurt, cereal, juices and coffee We will come back soon.

R Perez, General Manager at Surestay Plus by Best Western Orlando International Drive, responded to this review
Dear Guest: Thank you for completing this review at Tripadvisor regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 1 407. 203.2664. Thank you again for taking the time to completing this nice review. We appreciate your loyalty to our brand. Sincerely, R. Perez General manager SureStay Plus by Best Western Orlando International Drive

We stayedat Surestayplus for a weekend, I love the location close to attractionsand shopping, we were given a room in the 4th floor spacious and clean renovated room, maids and receptionist were very nice. We drove from Miami, but we used the hotel shuttle to the parks and saved money in Parking. I will recommend this hotel, I don't see why other people gave so bad reviews, we had a great time, we signed up for Best Western Rewards, so we will be able to visit this and many other best western hotels.

R Perez, General Manager at Surestay Plus by Best Western Orlando International Drive, responded to this review
Dear Guest: Thank you for completing this review at Tripadvisor regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 1 407. 203.2664. Thank you again for taking the time to completing this nice review. We appreciate your loyalty to our brand. Sincerely, R. Perez General manager SureStay Plus by Best Western Orlando International Drive

Room had electrical wires taped with painters tape and no security latch on door. Was told I couldn't switch rooms and they would fix issue. They did not fix issue and told me they would make it up on my next visit! Lol!!

R Perez, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Guest, we apologize for all inconveniences you had during your stay at our hotel, all item will be taken care next guest will enjoy the improvements, thank you.

The room was nice, well appointed. I like that there is no carpet - makes the room feel cleaner. Great location. Staff was very friendly. My daughter and I enjoyed the two days we spent there. Breakfast was ok - the muffins were actually really good,

Isabella Calzada, Revenue Management at SureStay Plus by Best Western Orlando International Drive, responded to this review
Thank you very much for such a great review, we work very hard to offer the best environment and service. So I am happy to see it reflected in your stay, We hope you will come back and see us again soon. Sincerely

First off I drove 12 hours to stay at this hotel so I had no idea what I was in for. When I pulled up I was praying that I was at the wrong place. The pics online look totally different then what the hotel looks like in person. When we checked out we got a few hours up the road heading home and realized we left a body pillow in the room so we called to see about getting it back and even offered to pay shipping, to this day it hasn't been resolved and get the run around and told the manager will call back and never does. When we go back to Orlando this would be the last place I would think about staying again. Also the bathroom door didn't close due to water damage and wood swollen to the point that the door wouldn't close, the phone didn't work so I had to call front desk from my cell phone (no big deal) but overall it was a disappointment to say the least. If your looking to stay in Orlando for Disney or any of the other parks around I'd highly recommend looking for some place else.

Isabella Calzada, Revenue Management at SureStay Plus by Best Western Orlando International Drive, responded to this review
We will address your concerns, provide you with a received review, and truly apologize for any inconvenience that may have occurred during your visit. As a courtesy of the hotel we will make the object (Lost & Found) to the address that you indicate at your convenience. We hope you will see us again soon. If you have any questions, please feel free to contact me directly at 1 407. 203.2664. Best Regards

It is 1.6 miles to Universal Studios 35 minute walk six minute car drive Extremely quiet room's One block off International Drive Plenty of things to walk to within five minutes Plenty of parking Friendly staff

Isabella Calzada, Revenue Management at SureStay Plus by Best Western Orlando International Drive, responded to this review
We are delighted that your time with us was so amazing, we strive to go above and beyond to ensure our guests have a memorable stay, thank you for recognizing our effort and that of our employees, as important members of our team. We hope you will come back and see us again soon. Sincerely

Hotel is awesome in the online ad. When you get there it is a completely different hotel. Tv and head boards were mounted crooked. Towels and sheets were so stained. It was disgusting. Lots of little bugs.

Isabella Calzada, Revenue Management at SureStay Plus by Best Western Orlando International Drive, responded to this review
We are sorry that you are not satisfied; We will work hard to fix the issue you experienced. Thanks for letting us know. - Please accept my sincere apologies for any inconvenience. We pride ourselves on providing the best possible guest experience, and I'm sorry we didn't make this happen for us. We will take care of solving it immediately, we hope to receive you in the future to change that impression and offer you an excellent stay

Needs some updates but great location to many restaurants and attractions. Staff was friendly and helpful. Pool was clean and breakfast was included. Free parking at this hotel. Computers are available for guests use in lobby

Isabella Calzada, Revenue Management at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Correia, Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. Sincerely

Though the room was nice, my family was not able to fully experience and enjoy our time in Orlando because the hotel placed an unauthorized hold of $300.00 and labeled it a security deposit. My 2 night stay was only $208...WTH! This was not advertised nor was it included in my emailed confirmation of my booking. The location was great, but not worth the stress and being broke! Urg!

R Perez, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Sillymom09, we gave received you review, and we really apologize for your inconveniences, the incidentals deposit is only an authorization on your debit or credit, it help us to keep the quality of our room equipment and inventory. We are in the process of advising guest of this CC authorization; on the other hand, thank you for your good reviews on most of the services. We are working hard to improve our rooms remodeling with new floors, painting and amenities. We hope you visit us in the future and have the chance to enjoy the improvements of the hotel. Respefuly GM

Paid for pool/garden view for 2 rooms, they didn't have 2 available when I checked in, so they gave me 2 rooms without a view. So once I realized, went to desk, they moved both rooms to the bottom floor, only 1 had a pool/garden view. All 4 rooms we went into stank. Was an old old smell. Splash pad barely spit out water, no fun whatsoever for the kids. Breakfast was 7-9 instead of 7-10 and was not notified. Remote wasn't working...they fixed that. The regular pool was nice. Location is good. I guess if you are just sleeping there...it's not bad. But not a good experience for a Best Western for me.

Isabella Calzada, Revenue Management at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Guest Please accept my sincere apologies for any inconvenience; we are working hard to renovate our facilities. Thanks for letting us know. We pride ourselves on providing the best possible guest experience, and I'm sorry we didn't make it this time. We will take care of solving it immediately, we hope to receive you in the future to change that impression and offer you an excellent stay. Sincerely

Well this is certainly an upgrade in style and appearance compared to my stay at the Orlando Airport. SurStay had modern clean and nice rooms. Ikia like rooms. Good breakfast that changed each day. First day had sausage with eggs and the next had biscuits with Garvey and eggs. That besides all the usual stuff. Nice large pool area. Perfect location. Large king size new bed and mattress. Plenty of pillows. Nice higher end bathroom accessories. New shower, hot and adjustable. I will stay here again

Had to change rooms due to foul odor. Was given attitude about it. New room had missing tv remote, door didn't close properly which lead to the cleaning staff leaving the door open all day! The pool water was about a foot deeper than posted by edge. This could have been deadly. Kids splash pad didn't work. Could go on. This place sucked.

The price is great.. the weekend are a bit expensive but it's Orlando so I expected it. Staff is friendly which isn't always common practice in Orlando and the whole place rooms and exterior are clean. The same can't be said about a lot of the hotels in the area. As always best western is reliable for giving u that little extra for the price.

I originally booked my stay here through hotels.com. Upon arrival I learned that hotels.com had canceled my reservations without notice or a refund. I was unable to reach a live person to fix the issue and had no hotel room. The ladies at the front desk were awesome! They reinstated my reservations even though it was against policy. The hotel, while not fancy, is clean, the pool was clean, the breakfast was ample and diverse. The staff was the icing on the cake for me. Thank you for coming to my rescue!

Check in is at 3:00. Room was not ready until after 6. Walked in the room and immediately seen bed bugs crawling all over the cloth headboard. Picture below. This was room 320. They returned my money and we left. We were in the room maybe 3 minutes. Absolutely Disgusting. Sad part is it is in plain sight and they are still renting the room.

ISABEL CALZADA, Revenue Management at SureStay Plus by Best Western Orlando International Drive, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us, we use the comments of our clients to improve every day, we also inform you that we have a weekly Pest Control service, which prevents us from having this type of incident. According to our reports and that of our specialists, nothing inappropriate was reported in the aforementioned room. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 1 407. 203.2664.

Decent food and bed. Clean. Stolen property from right in front of the entrance. I spoke to the front desk and they did nothing about it. They did not even look into it. Very unprofessional. It's a shame what a little effort would've done. Unfortunately they've lost business from my family of 30+ that comes 3 x per year.

When checking in the desk person wanted to charge room charges the should have been included on my best western points. Also the resort fees are not published on there site. When I spoke the the manager the next day said the room was covered, but no one seemed to care. So if I would of paid the charges they would have been just as happy. I left a day early they can have the extra money they made, I am much happier at the real BW in town, they have hot breakfast no extra charges, this hotel could have been a nose place to stay from the exterior it looks good.

Jamie Hansen, Owner at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Bill, Thank you for your review. Please accept my apologies as our hotels policy includes a nightly resort fee. I hope you will continue to give our brand another opportunity in the future. Sincerely GM.

I love this hotel! When I first came here, the rooms are very clean! The pool is nice, I had come here with my friends. The breakfast was good, and the workers are really nice and always ask if I needed something. My friends and I are definitely coming here again! Nothing but good out of this place.

I had been many times in the past in this hotel before the pandemic. It was always the location and simplicity what brought me here again and again, you don't have to persuade your kids to leave for the parks or shopping, the pool is nice, not big, not small, a good swimming space to relax at night after parks (I'm not a fan of staying too late at the parks), the breakfast is ok I had my coffee which is my fuel and girls enjoyed pancakes. The room is perfectly fine, I like the way it is organized: you enter and bed is ready to hug you Welcome back. Yes, my last time gave me the feeling pandemic and time closed made things harder to stay the same, I think after a while closed they're managing to keep up and are updating the place. I am pretty sure it will still be my next Orlando's trip staying place. Garage is free, that's a plus! Staff is friendly, some new faces but the philosophy remains and they smiled and helped me, when needed. Overall it was great to be back!

pool was discussing, you couldn't see the bottom and their was a clump of hair floating where you could see. I took photos, which the staff must have seen because 1/2 hour later they were dumping two large containers of chemicals in the pool and walking around with a skimmer. The pool chairs and tables where old and beat up. I had walked to the pool and turned around and left, never using it. Also the hallways had trash and dirt all around and stains on the tiles. The elevators where also dirty. No working ice machine and I had to go to the front desk to ask for shampoo and conditioner.

After a 2 hour delay on our flight, stuck on the plane for 40 minutes at the terminal, 1 hour waiting in line for our rental car, it was 1 am when we walked out of the airport. A man from SureStay called to tell me they were charging me a no-show fee! Way to welcome us to Orlando. We quickly arrived to the hotel, got our room cards, dragged our luggage up a few floors, and the door wouldn't open. Got new room cards from front desk. Door still wouldn't open! Called the front desk and I kid you not, as the phone was ringing, someone OPENED THE DOOR FROM THE INSIDE! OUR ROOM HAD BEEN GIVEN TO SOMEONE ELSE! Long story short, we dragged our luggage back down to main lobby (goodness forbid the employee come to us) and got a new room (after the employee had warned us the hotel was booked solid!). Our room: -musty. If you have allergies like me, BEWARE -dirty, filthy headboards -loose sheets on the beds -no blankets -old, cheap, uncomfortable spring mattresses -tiny, flat pillows -stained and scratched toilet -toilet did not flush properly -rusted toilet paper holder -showered leaked water all over the floor -broken drawers -condensation covered the whole floor, almost killing my son (think: ice rink slippery) -unsafe location -extremely unprofessional front desk employee -outdated room -hotel is in DIRE need of TLC

Had to switch room numerous times, feces on bathroom shower, broken TV and broken door. They only have shuttle to universal once a day. The restaurant is not open. Great location but there are many hotels near by.

I normally have a great experience at the various Best Westerns. But this establishment honestly wasn't a good experience. Sadly enough we were celebrating our 12 year anniversary and the conditions of the rooms did not make it an enjoyable one. But I will not judge all Best Westerns off of this experience. Because as I said before they normally have great rooms, breakfast, ect..

Easy check-in. Shower curtain was terrible so water went all over bathroom. My partner and dog were happy at how quiet it was. Overall OK stay. I wish it was a little cheaper for what we got. There was a green area to walk the dog so that was good, too.

The rooms smelled HORRIBLE. The toilets in the bathroom did not flush correctly. The rooms are definitely not updated. The headboard to the bed had brown stains on it. Carpet was dirty. Beds were older and felt dirty. Housekeeping didn't speak English so couldn't understand us when we were asking for new towels and wash cloths. The morning before check out a roach crawled out from under the tv stand. The only positive thing about this place is the pool. We tried cancelling upon arrival but the staff didn't want to assist us and said we wouldn't get any of our money back. Definitely do not recommend.

Absolutely nasty I should have read the reviews first but I'm thinking it's one night it will be ok. My room was filthy the carpet was nasty the odor was outrageous and sheets were dirty. Spend your money somewhere else.

Absolutely would not stay here. Staff sexually harassed me and my daughter multiple times. Security asking my husband if he had drugs. unnecessary hostility and racial discrimination towards my husband (they didn't know I was Spanish and spoke Spanish as well) also no housekeeping even after multiple requests for toilet paper on our week long trip. Severely disappointed

Have staff actually do their work. We were their 4nights and our room never got restocked with towels, supplies, nor did it get cleaned, and trash wasn't taken out any of those days. There were bugs in the room when we arrived and I had to find staff members just to get more towels and trash bags. Also no coffee pot. Wasn't a place I would recommend or stay again. Shame on you Best Western I thought you were better than that.

I had to go out and purchase cleaning products as well as pillows to make my stay bearable. The customer service even from management was terrible. When we first arrived I just tried staying positive and let the little things slide. After ripping the room apart and cleaning it myself we went to try and get different pillows because they were stained, yellow and flat, the gentleman after greeting us answered his phone and literally put his finger up to our face, again we went back to the store and bought new pillows. On the second day we went down to the lobby to speak to a manager and both the general manager as well as the assistant manager we're both there trying to deal with several other families with complaints ( go figure ). The assistant manager attended us and practically yelled at us stating that “ they are human and have the right to get frustrated “. I ve been in customer service for over 25 years and I know how challenging it can be but the treatment we received during our stay is 100% not acceptable. We did try calling every hotel around, everything was sold out.

Worn out and uncomfortable beds, broken splash pad by pool the WHOLE time, even though several people reported the problem. Never had clean pool or room towels available. Decided to check out early to change hotels and met with rude, argumentative staff. Also woken in the middle of the night by loud music which took staff over an hour to resolve after we reported the noise. Overall POOR experience. Cheap price, but you get what you pay for!!!

Rick McDowell, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Tamanda, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Our hotel values your feedback and aims to provide our guests with a safe and comfortable stay. While COVID-19 has caused us to make amendments to our hotel's services and offerings for your safety and wellbeing, our hotel continues to look for ways to improve our guests' stay. We appreciate you providing insight on what we can do to better meet your needs going forward. Please know that the health and safety of our guests remain paramount, and as such, we were among the first in the industry to roll out standards and best practices to enhance our cleaning protocols at the start of COVID-19. Our hotel prides itself on embracing BWH Hotel Group's We Care Clean™ initiative, and our trained staff are committed to ensuring the highest cleanliness standards recommended by the Centers for Disease Control. Thank you again for your feedback. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Birthday weekend for my boyfriend of two years. We brought our teenage kids. Location is excellent. 3 minute drive to SeaWorld and Universal. Be aware this is a motel. No fancy amenities. Bare basic. Perfect for us as we only need it for sleeping. Front desk very nice and helpful. It is clean; beautiful family pool area with music, another sitting area on a dock overlooking a small lake with fish. Quiet. Rooms a little outdated, mattress in our room needs updating, but slept good. No coffee pot in room, but a quick walk to lobby for coffee. We will definitely come again for the location and price.

Rick McDowell, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear julietr784, We are very glad to hear that you, your boyfriend and the whole group had a great stay. We are definitely located close to everything attractions wise. And our guests can take our complimentary shuttle to the major them parks. We took our coffee makers out of the rooms due to Covid but the request is growing to put them back. That will happen soon. Thanks again for staying with us. We look forward to seeing you on your next trip to Orlando.

The best thing about this hotel was the location, the second best thing was the rate, but you definitely get what you pay for. The beds were uncomfortable and furnishings old and worn. The parking lot was full of potholes and room doors open right out to the parking lot so it could be noisy. They don't charge for parking though. This hotel is right between a Hilton Garden and a Wyndham Garden and right behind a 4 Points tower. As soon as we parked, I wish I had booked one of them. It's very convenient to the highway and a mile from Universal Parks, so that was convenient

Rick McDowell, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear 635amitys, We apologize for the issues you experienced during your stay. We are almost complete with our parking lot renovation but it looks like we missed you with that by a week for you. We do hope you will give us another try on your next trip to Orlando.

The cleanest hotel I have stayed in for ages. Great location and friendly staff who will try their hardest to make your stay enjoyable. The location is very convenient for International Drive and Universal.

Rick McDowell, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Barry L, Thank you for your kind comments. Our team works hard to make sure each guest enjoys their stay. We look forward to seeing you next time you are in Orlando.

I stayed just the one night. Our room had a strong smell of mold. Our sheets had little black spots that turn to dust when touch. I saw 2 big cockroaches in our room. Our mattres was all banged up, it needs to be change. The shower courtain wasn't long enough and the water would pour out. When I was using the toilet the door would not close because there's not enough space. And the A/C unit didn't worked properly.

Rick McDowell, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear mithrandir380, First of all, let me apologize for what you experienced during your stay with us. We take pride in offering a great, clean room for all of our guests every time. It sounds like we fell short with your trip. We are taking necessary steps to review the room you were in and making all necessary changes for our next guest. We do appreciate your feedback and hope you will give us another try next time you are in Orlando.

I totally enjoyed my stay n would recomend it to any of my friends or family .. Thank you surestay for ur hospitality... The surrounding spots to viait were within walking distance . very clean .. Very inviting .. And i loved the layout in room

Rick McDowell, General Manager at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear IsacGrayson, We are very glad you enjoyed your stay with us. Hopefully we will see you again in the future!

Am unsatisfied guest with this Hotel.I checked in on Friday October 30th 2020 during the evening and the first thing I noticed at check-in was that the front desk attendant Robert didn't have the room I reserved.I was a little disappointed but I accepted what other accommodations given. the front desk offered me a room with two queen size beds non smoker no problem.once me and wife got to the room. the room was horrible there was rust around the picture frames.around the table the bottle table near the entry door the room was to cold there were no iron, no hand rags the towels were damp I called the front desk to have towels sent up the maintenance guy brought fresh hand rags.the second day me and wife left for the park and once we returned from our trip.we returned to our room and noticed that they didn't clean our rooms the place was a mess dirty towels were everywhere I was livid with the way things were going already.on top of that I left my watch in the safe when we left for the park earlier and that didn't work when I returned I typed in my pass code for which failed the maintenance guy had to come and assist me with that and he also brought more towels and sheets he said the safe needed batteries boy oh boy I was pissed I recommend that if you like a place at the hotel from hell then this is the place to be I'll never go back there to stay.

Rick McDowell, Owner at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear RoberthH9236KY, We apologize for the issues you experienced during your stay. It is our goal to give every guest a great room, great service and a good experience while at the hotel. It looks like we have some follow up issues from your comments. Thank you for taking the time to give us your feedback. It will help us improve for the next guest.

We stayed at this Surestay the first weekend of September and had a great time!! Fun pool area and comfortable beds. Check in was easy and the staff was pleasant. Would recommend, loved the pizza place down the road!

Rick McDowell, Owner at SureStay Plus by Best Western Orlando International Drive, responded to this review
Dear Jason, Thank you for staying with us. We are glad that you and your Family enjoyed your stay! We look forward to seeing you on you next trip to Orlando.

Starting off there is a new sign out front that is Surestayplus so I'm not sure if the owners changed or what. Absolute awful hotel. Awful service. Awful rooms. We had to switch rooms because our initial one did not have hot water, no tv remote (when we went down and got a remote from the desk the tv still didn't work), very dirty (we found an empty pill bottle next to the bed, no extra towels, no room cleaners, bar and restaurant not open. Not to mention their "gourmet" breakfast is a water bottle, apple, and granola bar in a plastic bag. Our room had 1 chair for the table so one of us had to eat on the bed. Awful managers. DO NOT STAY HERE. There is such thing as a budget stay, this is far below that. Be warned!

This hotel was TERRIBLE. While my bed was fairly comfortable. I never like getting my hotel cleaned when I'm just staying for two nights but they didn't supply us with towels. When I complained i was told, very rudely i might add, that I should have requested one. Seriously? have you ever had to do that?! The room had a strong mildew odor, the smell was disgusting as it was a combination of humidity and old and really old, outdated furniture (i.e., shag rug). There no vending machines in the hotel so if you woke up in the middle of the night and were thirsty, you were just screwed. Breakfast was ridiculous and nasty I can't stress enough how loud this hotel is. YOU HEAR EVERYTHING from the halls. The worst part the staff was incredibly RUDE and most of them didn't SPEAK ENGLISH very well. and NO MANAGER if you ask for one Finally, late checkout… I have never stayed at a hotel that wouldn't at least give you an extra hour. This hotel said no. Seriously ridiculous. I want as many people as possible to know how much this hotel sucks. Don't stay here if you can help it. The only pro is that it's very close to Universal. Read less

All booking websites and the hotels website itself is open for bookings. But we just got here after booking days ago and hotel is closed. Now can not get a hold of anyone for refund. They should at least give the travel companies a heads up about this AND a notice on their website.

Rick McDowell, Owner at SUNSOL International Drive, responded to this review
To our Guests: The hotel was in fact been closed during the Covid - 19 crisis and just re-opened on July 2nd. Orlando was hit very hard by the crisis as were most communities. However the area has begun to come back to life and so has our hotel. We have converted the hotel to a SureStay Plus Hotel By Best Western. We have many wonderful changes planned under new leadership that will be seen as very positive for our guests. Walt Disney World , Universal Studios and Sea World are all open completely and operating. We have undergone extensive training at the hotel under the guidance of the American Hotel Association as well as the Best Western - We Care Clean Program to insure your safety when you visit. We thank your for your interest and look forward to welcoming you to Orlando! We are also glad to be a part of the Best Western Family of Hotels!!!!!

Please Please Please stay away from this BUG INFESTED hotel, don`t say you were not told, other guest who read about this hotel and still booked later regretted it 100%. DON`T BELIEVE ME?...please see other write ups....is every other complaint by a customer WRONG?...of course not. The rooms were bug infested, smelly, dirty and damp, my wife was bitten so badly on the first night she had to go to Walgreens for treatment, I myself had a bite so bad it got infected and PUSS was oozing out of it, but of course the stupid staff, who always said "sorry no speak da English" did absolutely NOTHING about it, all you got was Manyana Manyana. They also forget to tell you that EVERYTHING IS CHARGABLE, they advertise it is all FREE it is not, you are charged $9.00 a day for everything including heating the pool in winter, and your there in the summer. My wife was chased by two massive raccoons and all the staff said was "they are not ours"...well blow me down numb nuts, I didnt expect you to keep raccoons as pets especially when they are 100% RABIES carriers and they have the run of the place, we saw them on two of the balcony`s ripping the bins opens on several occasions. So please please please stay away from this dive of a hotel...oh, and one other thing, if you do make a complaint they will say they have a "certificate" from the health and safety but its ALWAYS dated AFTER you have been, you know, when they have had time to "BLITZ" the place...AGAIN. I would have given it a minus 100 if I could have, it was that bad.

The hotel has horrible services as shuttles buses always delayed (sometimes more than 1 hour...) and bad combinations, "Continental breakfast" (I don´t know from which continent, probably third word) with almost nothing, common areas not so clean... and if you want to laugh, ask for the climated pool... They force you to pay an extra fee for these horrible services of 9$ per night; otherwise they block your access to your room (which you already paid). The standard reply in reception when you ask for some explanation about any of these issues is "sorry we don´t know, there´s nothing we can do..." There are many other hotels in the area... try to find a better option.

Let me list the issues, in no particular order. 1. The front desk person (Jack) was somewhat disengaged and slightly combative. For example, when I told Jack that I was not told about the 9 dollar resort fee, he responded with complete disinterest. 2. I get that this is Florida, but still, there were bugs, including cockroaches, in the room. 3. There was a 9 dollar resort fee that I could not find on snap travel when I made my reservation. 4. Eggs but no sausage, bacon, or ham at the breakfast bar. 5. One day the orange juice was out of order on the juice machine, and no effort was made to correct the problem (e.g. Maintenance there to fix it, put orange juice in pitchers). 6. Road construction that makes it hard to get in and out of the location. 7. No outside trash receptacles in the hotel room area. 8. Overall, staff is not particularly friendly. D on customer service. 9. Breakfast area is not nearly large enough to accommodate the number of people having breakfast. Long lines, crowded, and no tables to sit at. For a supposed 3 star hotel this place was a true disappointment.

We were assigned room 103. We noticed loud construction noises coming from the next room when we checked in at 3pm, but we thought they would stop at a reasonable hour. They did not. We phoned the front desk at 9pm - they said they would address, but did not. The noise continued - I called at 11pm - they sent someone who stopped the workers, but they started up at 11:47, and continued thru the night. We got no apologies when we complained the next morning, but did give us a different room for our second night's stay. Stay tuned....