SureStay Hotel by Best Western Phoenix Airport, Phoenix

Do not stay here. Motel located in a really bad neighborhood. Lot's of homeless people. Walls are paper thin. People partying above me all night. People outside making phone calls all night. Shower had holes in the bottom of it. They did remodel on it but didn't do the floors in the bathroom. And did not replace shower and the fixtures.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi puppy2001s, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. Unfortunately, we do not always have control of the area around our facilities. We will forward your comments to management for their attention and action, if possible, and please know that we take our guest's safety very seriously. We do apologize for the shower, walls and your suggestions are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. Please keep us in mind for your next stay in the area.

This hotel stay was so horrible that words can't explain. For what I paid for the overall service sucked and I would never stay there again and/or recommend anyone. I'm shocked their still in business. Don't let the online photos fool you and it's over priced for not geeting any service. I'm not going to even waste my time trying to get a refund. Also, the customer service is horrible and to top things off you don't even get your room cleaned unless you do it yourself. Go figure...

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi kali92114, Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. It is distressing to hear that you encountered a number of issues with our housekeeping and guest services and I want you to know that we take your comments very seriously and are working hard and fast to address these problems in hopes of improving upon the guest. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; I hope that this will be the case during your next stay with us. experience.

Receptionist Liz treated us like a nuisance as well (this is a woman who is definitely NOT in the right job), she was testy, accused my girlfriend of being angry...with ME no less...and then went quiet/would not answer basic questions like which room we would be in. Absurd to be welcomed in this way. Housekeeping did not refill coffee packets, shampoo container, provide clean towels (some had old blood stains!) or change the bed on 2 of the 4 mornings. Just stay clear of this one folks. The coffee maker leaked water all over the desk and my laptop as well

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi mdO345LT, Thank you for sharing your experience, and I'm sorry to learn that you did not fully enjoy the service, accommodations, and hospitality that we hold to such a high degree of importance in our hotel. We are sorry about the towels, and shampoo they are always available at the front desk while our limited Housekeeping plans are in effect you can ask for additional ones there. Reviews like yours are extremely helpful in our ambition to continuously improve upon the guest experience. Your comments and suggestions will help us to recognize our strengths and improve upon our weaknesses. Rest assured that in the coming days, we will be offering a much better stay. Please keep us in mind for your next stay in the area.

The breakfast was extremely basic and will not accommodate GF/DF unless you like cold, green bananas. The room smelled weird, like someone had used the HVAC as a urinal. It was a lovely (albeit smelly) room with comfortable pillows. Neighborhood was iffy but great proximity to concert venue. The pool was nice... even in December. The staff was accommodating with the price of our room.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi iwant2Ceverywhere, Thank you for taking the time to share your experience. We sincerely apologize that your room was less than acceptable at our motel. We can assure you that this is not a typical experience. We continually strive to ensure that our rooms smell fresh and clean without the unpleasant odor at our rooms. If you are unsatisfied with your room, we always try to relocate should the rooms be available. W are sorry that circumstances prevented you from asking for another room or letting us know that you were not happy with your accommodations as we certainly would do everything possible to correct the matter. We wish you had found the breakfast to be more enjoyable. Your comments will help us to recognize our strengths and improve upon our weaknesses. We are all looking forward to seeing you again!

Last minute stay due to cancelled flight. Neighborhood is not great, but the hotel parking lot and outside areas were very clean and lit up like daytime. Room was redone recently and comfortable. Shuttle was exactly on time and a short ride to the airport.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi tlacey2022, Thank you so much for your compliments to our free shuttle service! Hearing about how our efforts to give you a pleasant and accommodating experience have been successful is very rewarding for every member of our staff and management team. We are glad your stay was comfortable and we look forward to your next visit!

Prior to our arrival, we confirm with the hotel if it was possible to send some packages to their address, specifically three. We ordered them in Amazon. Two of them arrived and according to the staff of the hotel the other package with a Garmin watch was not delivered or received by them. After this, Amazon did an investigation confirming that the package was received. We asked several times to the staff of the hotel about this, have contacted the Manager of the hotel and at this point we haven´t receive any answer from them. We don´t recommend to stay in a hotel where you can trust in the staff, and even worst in the manager, moreover on security issues.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi donatorivasgarro, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. If this situation does not resolve correctly, I encourage you to call the hotel to continue this conversation. I assure you that we take such issues very seriously and we are all looking forward to seeing you again!

I was thrown out of my room on Saturday without my knowledge. There was reservation confusion. My personal & business property was taken out, bagged up and placed in storage by a angry thug. Instead of calling me for my Debit Card to extend the room, they violated my rights. THEN when I arrived Saturday Night in the Rain, I was locked out, thrown out and turned into a homeless disabled veteran. The 2 desk children employees refused to help in finding me another room. AS I CALLED Embassy Suites on my cell for another room, the angry THUG employee started screaming at me about disturbing his peace, he had to come in to retrieve my property. His screaming was full on and about to escalate. Your business is HOSTILE and dysfunctional. Guest are treated like a nuisance. Your CORP. needs to clean house before they create a INCIDENT reported on FOX & MSNBC.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi frankfordgroup, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are apologizing for the rudeness that our staff showed during your stay with us. We do not tolerate such behavior from any of our staff and management. Our aim is to be able to provide an efficient, friendly, and helpful service to all our customers at all times, we apologize that this was not the case during your visit with us. We hope that you will allow us to show you the true customer service of our hotel, and to make up for this disappointing experience. Please give us another chance to serve you better as we promise a more pleasant stay.

We were able to change our room to a 1st floor room due to my husband being handicapped. I forgot to request it when I made the reservation but they were able to accommodate us. Service was great. I would recommend this hotel to anyone staying in the area

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi bmedbury, Thank you for your kind comments and review regarding our high standards of cleanliness. We are so happy that you enjoyed your stay and that you found the accommodations and service to be satisfactory. We look forward to serving you again and giving you another five star experience.

Don't stay at this motel if you don't want your driver's license copied and retained indefinitely. Open invitation for identity theft. Also air conditioner and mini refrigerator were extremely noisy. Room needed renovation.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi travelingfam040, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We do apologize for the inconvenience that the fridge and air conditioner noise has given you. It is our primary aim to give you a five-star experience and it is disheartening to hear that this is not the impression we left you with. We hope you'll return and let us show you a far better experience.

Great place to stay if you're flying out. Quiet, clean rooms. I have stayed here many times for early morning flights, plus, they have a free airport shuttle. This is all I want to say, but, they are requiring at least 200 characters.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi famouskate100, Thank you so much for your compliments to our cleanliness,and shuttle service! We can't begin to express how much it means to our management and staff to hear from guests like yourself who have found our accommodations and services to be so welcoming. We are very happy to learn that your stay was so peaceful, and we hope to see you again soon!

Long story,short- my card was charged a total of $800 for a two night stay in a hotel comparable to a Holiday inn. I was told that the “new night worker made a mistake” but here I am back home and still have $600 pending and $200 charged. In other words, I have no access to those funds. When I called, the woman at the front desk was rude. She also didn't seem to care that we had to come down to get towels etc because housekeeping “accidentally “ skipped our room. Ohhhh and if you're hoping to sleep in on a Sunday morning (past 6am), the trash trucks will throw a wrench in that plan! Do t waste your money

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi npatterson2022 , Thank you so much for your kind comments and review regarding your most recent stay with us. I'm so sorry about the recent interaction you had with one of our team members and apologize that you were not treated with the care and respect that you deserve. We truly value our customers and are always eager to make their stay comfortable for them. Hope to have another opportunity to provide you with a superior stay!

I enjoyed my stay at this location very much. I had a few minor problems, but nothing that would stop me from staying here again. The bed was comfortable, the noise was very minimal and I did not experience any kind of disruption from adjacent rooms at all. The property was safe and secure in a neighborhood that is anything but safe. Van Buren has never been a safe place to be, but I did not feel unsafe for a moment on the hotel property! There are lots of cameras and no one that was not staying at the property was on the property. The hotel has a number of policies in place to keep the property secure including only having nightly rates and not allowing locals to stay at this location. It makes a huge difference and they do a great job of keeping the property safe and secure! The cleanliness could have been a bit more thorough, but overall, I feel that I got a great value for my money! The jets in the tub are nice and strong, the water get very hot. I found the staff to be helpful and pleasant. I stayed in a smoking room and had not realized that I had booked a smoking room, but the room did not smell bad at all. I was very pleased with the lack of cigarette smell in the smoking room as a nonsmoker. The smell was ever so faintly noticeable only for a moment when first entering the room. If you need to stay downtown in this area I would highly recommend choosing this location for the value and comfortable accommodations! Maybe bring your own mop and something to sanitize the tub and jets with is my only suggestion. It appears as if they only sweep the floors and do not vacuum or mop them. I've definitely paid a lot more to stay in way worse accommodations at other hotel chains in Phoenix and overall was very pleased with my stay at SureStay Phoenix airport!

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi raychelmae000 , Thank you so much for your kind comments and review regarding your most recent stay with us. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience as a good value for your money. Once again, thank you for your recommendation and we look forward to seeing you again!

This is not a usual airport hotel located with a clump of other reasonably priced hotels near the airport. It's a mile away from other hotels in a sketchy neighborhood. I would also describe it as a motel, not a hotel. We had just moved up a notch in Best Western's rewards program, and asked for the two bottles of water we were supposed to get at check in. The receptionist had no idea what we were talking about. There was a sign behind the counter stating that no one who lived within 5 miles was allowed to check in, which we interpreted to mean that locals had been up to no good in the hotel in the past; not very confidence inspiring. we did not use their airport shuttle, but did see a van once.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi SB1114 , Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience Unfortunately, we do not always have control of the area around our facilities. We will forward your comments to management for their attention and action, if possible, and please know that we take our guest's safety very seriously. Also, we are sorry to hear that you weren't thoroughly impressed with our staff that time. Our team is working hard to make sure our guests are comfortable and are receiving the best service. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay.

Comfortable hotel, with clean large rooms. Good aircon, easy access, plenty free parking, 24 hour reception service, quiet location, free 24 hour transfer shuttle to PHX Sky Harbour Airport. All easy to do.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi colinturnbulldnry , Thank you so much for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! We are glad that you found our location to be convenient and great to hear how you have loved our spacious room. We're glad you had a great time with us and we look forward to serving you again.

Overall this was a great hotel, the location was quiet and normal. The price was very reasonable and most of the amenities were good. The jets in our tub did not work but still nice to have a big tub to soak in.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Justin M , Thank you for your kind words We value our customer's experience. That is why we always make sure that our facilities are in good shape to provide our customers the best we can offer at a reasonable price. We can't begin to tell you how much we appreciate your five-star review, and we can't wait to serve you again!

We should've known it wasn't going to be a great experience by the location. It was a little scary. We checked in and went to our room And the key didn't work. Went back to the office and they reprogrammed the key and gave us a new one. This didn't work. Staff came up a tried and it didn't. After the forth try they gave us the room next door. The room must've been used by Kramer for the Seinfeld episode where he used his apartment for smoking. It was a punch in the face when you walked in. It was so bad bad my CPAP machine smelled like the room the next day.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Gary , Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are so sorry to hear about the difficulties that you experienced with the key and that you smelled smoke. We assure you to forward this concern to the management for their attention and action. Please give us another chance to serve you better as we promise a more pleasant stay.

I had a reservation at 3pm, when I arrived any room was ready, I had to wait 40 minutes which were crucial to rest before my concert. The cleanliness is okay but the room had a very strong smoke odor.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Esmelop87 , Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. We are sorry that you smelled smoke in your room. Unfortunately, despite our efforts to ensure that nobody smokes in non-smoking rooms, it does occasionally happen and I hope you'll accept our sincerest apologies for the smell of smoke that you experienced. Thank you again and I am hoping that you can give us another chance to prove our service to you again.

Poor customer service. Received wrong information on the shuttle bus. Shuttle bus driver not informed that we were waiting at the airport for over an hour. Door key for the room and ice maker were unable to unlock doors. Coffee pot not working.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Sonoecp , Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. On the other hand, it saddens us to learn that you were not pleased with your stay due to the level of service you received from the cruise shuttle at that time. This is certainly not the kind of impression we would want you to remember. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. We are sorry we didn't provide the level of service that you've come to expects and we hope you'll return to enjoy a five-star experience.

If you want a room that was a sows ear and was turned into a "Silk Purse" forget it!! This unit is like a prison. The staff has NO lattitude to help you in almost any situation. The place was refurbished, but much of the infrastructure was left in place, including the AC units. This is a MUST in August in AZ!! Will never stay at one of these units EVER!!!!!!!!!!!!!!!!!!!!!

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Graphicengco , Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. I'm so sorry about the recent interaction you had with one of our team members and apologize that you were not treated with the care and respect that you deserve. We truly value our customers and are always eager to make their stay comfortable for them. Hope to have another opportunity to provide you with a superior stay!

The card I only used for booking my flight and this hotel was immediately compromised. An attempt was made to enroll my card in cash advances. 45 minutes after I checked out. Which, by the way they will not give you an itemized bill at check out. They say "just drop your keys in the basket and you can leave"

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Roxanne , Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We want you to know that your feedback and description of your experience at our hotel is of utmost importance to us. If you still have questions regarding billing, please call us at the hotel and we can discuss the matter. We hope our services and accommodations will exceed your expectations during your next visit!

Service at the front desk was fine. Breakfast was awful, stale and all carbs. The pool was not usable. The room smelled so I had to go buy spray. When I got back to the room at the end of the night the toilet wouldn't flush and they brought ME the plunger to take care of it.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Melanie , Thank you for sharing your experience, and we are sorry you shared with us such an unpleasant experience. On behalf of our entire team, we would like to apologize for failing to exceed your expectations. We are sorry that your room did not smell fresh, and for the inconvenience with some of the amenities, this caused you. We are sorry that the breakfast was not what you have expected but we are constantly reviewing customer feedback in order to make improvements for the future. We hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

The room was clean and updated. The location is convenient to the airport, but not the best part of town. Rooms have microwave and small refrigerator. Wifi was good. The only disappointment was the pool was very small and didn't look very clean.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Christian , Thank you so much for taking the time to share your experience with us. We are so glad to hear from you and to learn that you were happy with our room's cleanliness, and amenities, and you felt as if we were a good value for the money . We do apologize for the pool and your suggestions are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience.

Our flight got cancelled and we needed a room for the night. Luckily SureStay was available and reasonably priced. Room was immaculate, bed was comfy, and service was top notch. Would highly recommend!

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Jon, Thank you for letting us know how impressed you were with the cleanliness of our hotel. It is rewarding to hear that we have succeeded in making you feel comfortable and that you experienced no difficulties with our services or amenities. Once again, thank you for your recommendation and we look forward to seeing you again!

I stayed at this property several times. Every time I return the staff is more friendly and helpful than the time before. The property is well maintained the rooms are spotless. And especially during an Arizona summer the air conditioning system is amazing!

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Vrnardiello , Thank you for sharing this five-star review of our hospitality and service. At all times we will provide an efficient, friendly and helpful service to all our customers, and we are very pleased to hear of our success in this ambition. We are also very happy that you found our location to be convenient We will happily share your comments with our staff and we look forward to seeing you soon!

Even though the location was not in a very good area, we were pleased with the cleanliness of the room, and the outside area. The friendliness of the staff and their willingness to be of help. We will definitely stay there on our next visit to the Phoenix area.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Amolove , Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We will share your comments with our staff and we look forward to your next visit.

Stayed for the cheap hotel room, which was fine- it was a cheap hotel room. Showed up at 6:57 for the 7am shuttle to the airport only to be told that the 7am shuttle (which i had signed up for) had left 2 mins prior. Had to fork out $15 for a stressful uber to the airport- mitigating the cheap room. Stay elsewhere, especially if you need to get to the airport- shuttle is unreliable

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi BJK , Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. On the other hand, it saddens us to learn that you were not pleased with your stay due to the level of service you received from the cruise shuttle at that time. This is certainly not the kind of impression we would want you to remember. We hope you'll return someday to see how we're improving.

In front of me was a young man of Eastern Asian persuasion; handy, was his whichever dialect to English translation guide. The clerk behind the counter at 2 a.m. glanced up at me and without saying a word, asked if I was OK with a slight delay, to which I smiled and nodded. The clerk was youthful but his ethnicity prevented any accurate guess of his age, maybe late college, 20-23.this fellow was thoroughly attending to this customer's needs as well as anyone could have, with the details and hour, indeed. He could have bent steel with the focus he used to understand and provide this other man an accurate solution to his dilemma. There was no less determination in his desire to get me checked in and to bed quickly. Hats off to some of the new generations. They care.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Edmcwest , Thank you for taking the time to share this five-star experience with our management, staff, and future guests. We are glad that our services, hospitality, and accommodations exceeded your expectations and hope that you experience the same comfortable stay during your next visit! We will share your comments with our staff and we look forward to your next visit.

This hotel is a HIDDEN GEM near the airport. Looks like it was built a week ago! Fresh stucco, floors, paint and a super quiet AC unit in the room. Priced low in my option. I have stayed in $129 per night that were old and run down. For the money, this is the hotel you want to stay at when you are in need of a room near the airport. And their 24 hour shuttle to the airport is not affected by COVD like 99% of the hotels in the US.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Journey , Thank you for your kind words! We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience as a god value for your money. Thank you so much for your compliments to our free shuttle service! We look forward to seeing you again!

Well cared for grounds. Airport parking was exceptional, gated, well-lit, and monitored via cameras. Room room was great, clean and updated. Super comfy bed, large desk space and large wall-mounted tv.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Kyleg , Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. We appreciate your compliments on our room's cleanliness and comfortable bed. It is very rewarding to hear from you on this matter and we appreciate that you have acknowledged our efforts to provide a comfortable experience. We are thrilled to hear from you and to learn that we were able to give you a pleasant experience. We can't wait to give you another five star experience!

Horrible horrible place. The area is full of homeless and junkies etc. Don't expect breakfast, the breakfast room smells and there are not hot items just old miserable bread and cereal. Shower didn't work right. Desk clerk's were rude and dismissive. Being a platinum Best Western member meant nothing to these people.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Bassetmama , We deeply regret to learn that you found this experience to be so terrible due to issues that should have been immediately addressed. We are also sorry for any rudeness that you encountered and we assure you that your comments have been addressed with our entire staff and management team to ensure that no similar incident occurs in the future. It is through feedback like yours that we are able to quickly address housekeeping, maintenance, and staff courtesy issues. On behalf of our entire staff, we thank you for choosing our hotel and hope you give us a chance to serve you again and will experience the improvements we have made with our service.

If you are single stay away. Homeless people all around and businesses had razor wire. Room clean and staff friendly but when returned from dinner two police car had people detained on sidewalk and packed in lobby. Would have checked out but could not enter lobby.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Texas , Thank you for your kind comments and review regarding our high standards of cleanliness and hospitality. Unfortunately, we do not always have control of the area around our facilities. We will forward your comments to management for their attention and action, if possible, and please know that we take our guest's safety very seriously. We hope you're looking forward to your next stay as much as we are!

Old motel in bad area. No restaurants close & not an area to walk at night. Required shuttle transfer to get there from airport. Alos not easy to find where shuttle picked us up plus shuttle not large enough to take everyone.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi schenkel, Thank you for taking the time to rate our hotel and share your experience. It is our goal to provide the best lodging experience to our valued guests and your ratings and comments are being reviewed. We never like to hear that we have missed the mark and brought inconvenience to our valued guests, and I apologize for any frustration you may have experienced like not having restaurants nearby. Please know we are forever working to improve upon guest satisfaction, and I hope you will remember our positive attributes and return to see how we have improved to impress you even more. Your voice is very important to us and we are continuously striving to improve our accommodations and services.

Bad neighborhood with noisy people at 1am - a single mom with 2 kids on an overnight layover - would not feel safe -?was an EconLodge - nice upgrade but the location is terrible - NEVER pick a Sure Stay - For me they could rename this section of their properties as never stays for sure

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Dlfolkins, Thank you for taking the time to write such a thorough and detailed review regarding your most recent stay. We are so sorry to hear about your concern with our other guests and that you did not feel safe. We do request that noisy guests quiet down in the evening hours to allow other guests to enjoy a peaceful night's sleep. We apologize that the noise issue disrupted your peaceful stay, but we assure you that we try to be quick to address such issues. Please keep us in mind for your next stay in the area.

Misleading photos that make it look more upscale than it is. Actual room was dingier-looking, and the floor was sticky. Fairly clean overall, but could have been cleaner. Most annoying thing is the much-advertised "24/7 airport shuttle" which is the main reason I chose this motel (definitely NOT a hotel!) Turns out, it only runs once an hour, on the hour, to take you to the airport. This was inconvenient and misleading. Would've been good to know that from the hotel website or confirmation emails, ahead of time. Not the worst place I've stayed in but that's not saying much LOL

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Abttravel, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. On behalf of our entire team, I would like to apologize for failing to exceed your expectations. It saddens us to learn that you were not pleased with your stay due to the level of service you received from the shuttle at that time. This is certainly not the kind of impression we would want you to remember. Rest assured that it will never happen again as we will provide a better stay to our guests. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

The breakfast was awesome & the hotel staff (shout to Leslie) who got me in a room during a frantic urgent time! I slept real well & the shower was very clean & kept! I loved the iron & hairdryer!!!!!

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Vect, Thank you so much for your compliments and great review of our hotel! We take pride in our staff, cleanliness, and the quality of service that we can provide for our dear guests. We also appreciate your appreciation of our breakfast menu as we try our best to satisfy our guests as they stay with us. We will share your comments with our staff especially Leslie and we look forward to your next visit.

This hotel will photocopy your driver's license without you being notified. There wasn't any notification at the time that I made my reservation. Neither was I informed of this business practice as I was checking in. Just as I was about to leave the front desk I noticed a copy of my driver's license laying on a stack of four or five others on their counter top. I inquired and they said there wasn't anything that they could do about it.....that it's standard practice for this hotel....that they would shred it in a few days when they're done with it. I asked about cancelling, explaining that this is how identity theft happens, but was told that I'd still be charged for the night. I had made a reservation for two rooms, for a friend and I. I would not stay at this hotel again! I've stayed at many Best Western Hotels across the nation and am a Diamond Rewards member and I have never given a 1 star rating on a Best Western Hotel previous to this one. They earned it!

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Jcm, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We want to sincerely apologize for the negative experience that you had which will promote practical policy changes and an improved experience for future guests. This issue is being addressed with our staff and management. We are sorry we didn't provide the level of service that you've come to expect s and we hope you'll return to enjoy a five-star experience.

Hesitantly checked in, went to room, immediately checked out. The area this hotel is located in is not good. We simply didn't feel safe. There were many signs of warning in the lobby, one of which advised if you live within 30 miles of this place you can't reserve a room. The room itself seemed okay, but reeked of pot. Happily paid a little more to stay in a better part of town.

General Manager, Owner at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Liss, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We regret to hear that you weren't thoroughly impressed with the security and location of our hotel. Reviews like yours are extremely helpful in our ambition to continuously improve upon the guest experience and we hope you'll return to see how we grow and evolve. We look forward to serving you again!

Clean room and new Good average breakfast selection good Location not the best No restaurants near walking distance or nearby Poor area to walk dog though dog friendly motel NO Gideon Bible in room to read

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Bbdives, Thank you for letting us know how impressed you were with our breakfast services and cleanliness. We regret to hear that you weren't thoroughly impressed with the location of our hotel though were very glad that this did not detract too much from your overall experience. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

Low end motel in an industrial or commercial area. Clean room but outdated bathroom. No elevator to second floor. It's really like a motel with room on the parking lot. It was quiet. $25 fee for early check in ridiculous. Had to wait 2 hours anyway. No restaurant near motel. There is a vending machine. Ok for a one night stay but a motel situation does not feel safe. Shuttle on time and efficient. Decent for a one night stay but nothing great. People staying there were nice.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Hi Ellen, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We apologize if there was any frustration for you that we do not have an elevator to the second floor. Next time we will try to get you in a ground floor room. We hope you'll return someday to see how we have addressed and improved upon the issues that you have expressed, thanks to your valuable feedback.

Was able to book for under $100/night so it was a really good value. It is more like a motel and probably would not stay here if rate much more than that. However, staff was pleasant and room clean so no issues or concerns there.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Phoenix Airport, responded to this review
Robbiecrockett, Thank you so much for your kind comments and review regarding your most recent stay with us. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience as a good value for your money. We hope you're looking forward to your next stay as much as we are!

Service was extremely poor and staff was rude. Upon arrival, I had to wait in line for 45 minutes to check in to my pre-reserved room while the hotel clerk checked the n 3 seedy looking illegal foreigners without a reservation who were paying with cash. When I inquired about the length of time that the process was taking, I received a very rude response from the front desk clerk. When I finally got my room, I realized it was located on the 2nd floor with no elevators. When I asked for help with my luggage, I was told that no one could help me. My entire experience at this hotel was horrible and I will never stay at a Sure Stay hotel ever again!

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi pamelatudor03, Thank you for taking the time to rate our hotel and to explain your experience. We are sorry for any rudeness or insult that you encountered with this situation and we assure you that your comments have been addressed with our entire staff and management team to ensure that no similar occurs in the future. We hope you'll return someday to see how we have addressed and improved upon the issues that you have expressed, thanks to your valuable feedback.

Stayed there because I don't know the area and had a very early flight. Doubt I will do it again unless I have no choice. This was way to much in price for the location. Weird smell in the room. Luckily I had my diffuser with me and was able to take care of that.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi llewellness, Thank you for sharing your experience, and we're very sorry for the inconvenience that you encountered during your stay. If the room was not acceptable we need to know it right away, so we can transfer you to a room that suits your comfort. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; I hope that this will be the case during your next stay with us.

Only left 1 star because you can't leave zero. Staff was not pleasant, welcoming or helpful at check in or check out. TV didn't work and clerk was unable to help. Location was not the best.We would not stay at this location on a return trip. Best part of the stay was the shuttle to and from the airport.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi jnash3, Thank you for sharing your experience, and we are so sorry to learn that we failed to meet your expectations of quality service and accommodations. Your very detailed negative review of our facilities and customer service is rough to hear because our goal and our efforts are directed to bring the opposite results from what you describe. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; we hope that this will be the case during your next stay with us.

I was actually very happy with this hotel. I choose this BW because I needed to park my car at the hotel and take a shuttle to the airport. I was a little worried what it would be like because it seemed to be in not the best part of town, but the room was nice, updated and clean. Breakfast was good, not a hot breakfast but totally adequate for me. I was leaving my car for 20 days and it is in a fenced area. The shuttle was on time and runs every hour. Quick 10-minute trip to the airport. I would stay again

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Getaway583064, Thank you so much for your compliments on our free shuttle service! We are so happy that you enjoyed your stay and that you found the accommodations and service to be satisfactory. We hope to impress you again with our breakfast and cleanliness during your next visit and we thank you for sharing your experience.

We checked in late at night on March 21 and checked out the following day. The staff who checked us in, I believe his name is Zinus, did not even greet us and has a major attitude. I requested 3 extra pillows when I booked the hotel at the Best Western website plus some extra towels. I asked Zinus about the extra pillows and he said they're already in the room. I did get the extra towels on the front desk when I asked for it. Then I asked about the pillows which he replied that it's already in the room. When we arrived in the room, there were NO extra pillows. So he basically just lied! There was a phone call after the couple in front of me finished checking in and the caller was inquiring about room availability and he said there's none available when I overheard him asking the couple checking in first if they want the first floor or second floor. So obviously there are rooms available but he is just lazy and probably does not want to be bothered. He did not even gave information about breakfast or check out times. I had to call from the room to ask about it. At that time, I asked for his name so I can report him. For the attitude of this staff, the quality of this hotel, and the breakfast, this is way overpriced. Book somewhere else!

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi doodz, Thank you for sharing this experience with us. We are sorry to learn that you did not fully enjoy the service, accommodations, and hospitality that we hold to such a high degree of importance in our hotel. Please allow us another chance to serve you better next time as we are investigating the matter with our staff. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay.

Our room was so well laid out and clean. We felt secure which was important to me. Not much that I would walk to from hotel after dark, but definitely during daylight. Shuttle service was easy. breakfast was limited but this is mostly a hotel you stay at for quick overnight, although the pool did look inviting.

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Sandersfamily4, Thank you so much for your compliments on our free shuttle service! Your comfort and convenience are our top priorities, and we are thrilled to hear of our success in this ambition. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

This hotel is clean, no-nonsense. In a terrible location for anything other than flying out of the Phoenix airport. We found this room to be overpriced for what we received. The best feature was that the shower was hot.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Hikeswithkids, Thank you for completing our guest satisfaction survey and sharing your experience. We regret to hear that you weren't thoroughly impressed with our location, though it is good to hear that you found our hotel clean. We hope that this will not deter you from enjoying our accommodations and services in the future.

Room was far from clean...Don't think that the floor had ever been mopped All bedding (including bed cover) was old and worn thin Door didn't close tight, you could see light all the way around the door jam and so much street/parking lot noise (lucky the door locked thank goodness) Employees not friendly when we arrived/checked out Will never stay or recommend a Best Western. The owners of this location really do represent other "Best Western" locations poorly

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Adventurer574621, Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We thank you for taking the time to share your experience and we want to assure you that the housekeeping issues which you have brought to our attention are being addressed with renewed efforts to improve upon our policies to ensure that each guest has a pleasant and comfortable experience in the future. Also, we are sorry to hear that you weren't thoroughly impressed with our staff at that time. Our team is working hard to make sure our guests are comfortable and are receiving the best service. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay.

Not worth the money. The whole place was not in great condition and was in a sketchy part of town. The refrigerator didn't get cold and the jetted tub's jets didn't work. I couldn't be sure of the overall cleanliness of the room.

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi dougwilliams1206, Thank you for sharing your experience, and we are terribly sorry to hear of your disappointment with our hotel. Your very detailed and honest review of our facilities is rough to hear because our goal and our efforts are directed to bring the opposite results from what you describe. Your voice is important to us and we will be using the feedback you provided to try to make improvements to ensure we offer a better experience for our guests in the future. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; we hope that this will be the case during your next stay with us.

Noisy, not the best area of town, very expensive, wished I had done better research. Still requiring masks even if vaccinated and boosted National brands with better rates in close proximity. Cannot recommend this property

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi googiv, Thank you for sharing your experience, and we are very sorry for the inconveniences that you encountered during your stay. Know that your voice is of tremendous importance to us and we are confronting each of the issues that you mentioned to ensure that no guest has this experience in the future. We hope you'll return and that we can surpass your expectations of service and accommodations.

I would highly persuade anyone coming to phoenix to not stay at this hotel. For the price I was paying I was expecting a typical "Best Western" experience, but this was just bad. I'm not from the area and the location is in a bad part of town so that's off to a bad start. This would probably be okay but the parking lot is accessible from the street with no gate, or codes or anything so it was not the best set up. Besides that the room was just not good. Everything was a bit dingy, and the design and layout was bad. We were on the ground floor next to the stairs and could hear very clearly whenever someone was going up and down the stairs. We literally had a gap in our door between the door and the ground so light would come in through the bottom and you could hear everything happening outside. We stuffed towels in the gap so we could at least sleep at night without hearing everyone going up and down the stairs. On top of this neither the TV nor internet didn't work, so there was nothing to do to pass the time. I paid over $200 for this room and it felt like a $30 motel experience. I do not recommend this place at all.

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi humza2022, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. It is very unfortunate that we did not create that positive experience to inspire a return visit. We are working to address all of the issues that you mentioned and we thank you for taking the time to share your feedback. We are working to take care of all of the issues that you addressed and we thank you for taking the time to share your experience.

Booked a King Room for 2 nights 3 days prior to arrival -- When I arrived they pushed me into a SMOKING room which I did not request. Worst of all the clerk lied and said I did. Showed the reservation and asked "Where?" Offered to change room the next day. Checked in around 11:30pm left at 4:30am because of the smell - I left luggage in car because of the smell. Rooms were scarce or I never would have accepted. But if one books this far in advance the hotel should have its act together. -- I am sure the hotel is fine this just reflects my person experience

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi donsjunkmail930, Thank you for taking the time to complete our survey and share your experience! Your very detailed negative review of our facilities and customer service is rough to hear because our goal and our efforts are directed to bring the opposite results from what you describe. 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. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

Close to the airport and in a questionable neighborhood, but the rooms were clean and as shown on booking site. However, the rooms are NOISY - we could hear every person arriving or leaving all night and every move made by our neighbors. Not a restful night.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi CB_Traveler_2022, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. I want to apologize for the noises that disturb your rest, All front desk clerks are instructed and trained on how to handle these types of issues and we are very sorry they failed to correct this problem for you. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; we hope that this will be the case during your next stay with us.

It is a motel, cheap construction with little noise insulation, basic interior wirh cheap and soft beds, blankets have holes etc. Very loud from other guests you can hear through the ceiling and outside, and cleaning staff in the morning. The hotel is located right next to the take off strip where planes leave from 6 am to midnight. If you want a good night sleep take ear plugs or simply not stay there.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi kateinmexico, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. We want to apologize for the noises that disturb your rest, All front desk clerks are instructed and trained on how to handle these types of issues and I'm very sorry they failed to correct this problem for you. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area! Kind regards

Given the rough neighborhood, I almost regretted my selection but the facilities were excellent and the grounds were quiet. I was surprised that I was not disturbed by noise at all at night. Great A/C and heaters.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hello thesellrep, Thank you very much for your great review of our hotel! We appreciate your compliments and we take high pride in the peaceful ambiance that we can provide to our guests. We hope to see you stay with us more in the future as we promise to push our services better to provide you with the most pleasant stay that you can find. We thank you that you highlighted our strengths in your review. May you return again soon and feel at home just like the last time!

Horrible place to stay the room smelled pillows have lock on them holes in the floor dirty towels also ice maker did not work pool was dirty no safty what so ever down the street from the prison not a safe place to stay

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Culture57495592904, Thank you for pointing out the issues with housekeeping so that we can work to improve upon this aspect of the guest experience at our hotel. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures. We also appreciate your time in pointing out the facilities in most need of attention as we work towards updating and improving upon our accommodations. We are working to take care of all of the issues that you addressed and we thank you for taking the time to share your experience

Our room reservation was cancelled on short notice because we lived within 40 miles! Come on! We were taking a flight and had to leave at 4pm. After convincing the staff to stay the only room available cost a lot more money!

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
santiamtwh, Thank you for taking the time to complete our survey and share your experience! On behalf of our entire team, we would like to apologize for failing to exceed your expectations. Unfortunately, booking.com and our hotel experienced overbooking errors with their system. Some guests were fortunate enough to be notified on time before coming to the hotel and some were not. The incident was unintentional and out of our control. Your comments will help us to see where we need to improve and we appreciate that you have taken the time to review our hotel! We hope to see you again when your travels bring you back to the area!

Stepping into the lobby, the staff was not friendly upon arrival. The check-in process seemed very archaic to me with printing out paperwork etc. when I had already been sent an email to do an online check-in. Arriving to our room, it reeked strongly of marijuana and upon calling the front desk there was no solution. It smelled like this the duration of our 3 days/2 nights. Waking up the next morning hoping to get a hearty breakfast in and head out on the trails in the hot desert weather we were sad to find there's no water refill station and the breakfast was not up to par with other Best Westerns. There was bagels, sugary cereal, and oatmeal. The staff was very unfriendly when asked simple questions, it seemed we were bothering them. Lastly, we kept receiving prank phone calls at 1 & 2am which I know is not completely the hotels fault but this has never happened at any other hotel and I stay in hotels about 75-100 days out of the year. For the price, I would stay somewhere else next time!

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Y1972EPjenniferj, Thank you for sharing your experience, and we are sorry to learn that you did not fully enjoy the service, accommodations, and hospitality that we hold to such a high degree of importance in our hotel. We are also sorry that you smelled smoke in your room and especially that we were unable to take care of that for you right away. We do engage in deep cleaning processes right now as guest satisfaction is our top priority. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.

The property was well maintained, staff was awesome. Conveniently located to airport. The only negative was that their was a noticeable homeless population in the area. The continental breakfast was one the best I experienced but personally I prefer standard breakfast.

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi vaughn_re, Thank you for your high rating of our hotel and for taking the time to share your experience! We are so happy to learn that you enjoyed our staff's hospitality, breakfast service, and it is great to hear of how you enjoyed the value and the convenient location of our hotel! We appreciate the great review and look forward to working with you again soon.

Apparently this area of Phoenix has long been plagued by crime, drug and prostitution issues. This property was formerly aTravel Lodge and in the 70's the owner/manager was actually murdered in the lobby during a robbery attempt. While it is convenient for the airport, I found both the area and many of the guests to be on the seedier side. It was noisy and the bed was like a canoe.

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
je1953, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. On behalf of our entire team, we would like to apologize for failing to exceed your expectations. Your description of what you witnessed around our facilities is alarming and distressing. We will forward your review to management for their attention and action. We are so sorry to hear about the difficulties that you experienced with our bed though were glad you found our location to be convenient going to the airport. We hope you will return to be more impressed during your next visit.

My room was well appointed and very clean. It was quiet overnight. Staff was pleasant and helpful. My uber ride was called for as arranged and the Uber they arranged to pick me up arrived quickly. I will be stayinig here again.

General Manager, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
IvoryLaNoue, Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is heartwarming to hear of how our efforts to give you a great experience, filled with hospitality, comfort and convenience have been successful. It is so rewarding to hear that we were able to give you a five star experience and we look forward to your next visit!

Hotel in run down location. Lobby dirty. Staff unfriendly. Had to make a reservation at a different hotel. Wouldn't spend one night here. Pictures on web site are deceiving. Don't know which angle they took the outside photos, but never saw the green grass sown in the pic.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Michael A, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. It is distressing to hear that you encountered a number of issues with our housekeeping and guest services and we want you to know that we take your comments very seriously and are working hard and fast to address these problems in hopes of improving upon the guest experience. Rest assured that we will find better ways to improve the quality of our service. We hope you'll return someday to see how we're improving.

I had thought I made reservations with the motel until I went to check-in. The young lady at the front desk took care of getting me a downstairs room as I do have trouble with steps. The breakfast the next morning was totally unexpected as it had very healthy items....especially the yogurt machine and all the toppings. A bit noisy since it is near the airport. I would definitely stay there again.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Jeleane S, Thank you for your compliments on our staff, hospitality, and breakfast layout. It is great to hear from you and we are so glad that you enjoyed our staff courtesy and have taken the time to recognize the hospitality and care that we aim to provide for each and every guest. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

This is a dump. Dirty room, hair in the bathroom, needs to be torn down. The room had a strong smell of cleaning solution. Had to leave the door open to air out. Hope we didn't damage our lungs. But I guess that's what you get for $79. Only booked here because of airport shuttle, and that was a joke. They have a third party, parking lot shuttle pick you up and take you to the hotel. Stopping along the way to drop off others to their cars. We even had to switch to another shuttle in a parking lot. If you expect a nice place, don't stay here.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Kirby723, Thank you for taking the time to complete our survey and share your experience! We are sorry that you smelled of unpleasant in your room. If you are unsatisfied with your room, we always try to relocate should the rooms be available. We are sorry that circumstances prevented you from asking for another room or letting us know that you were not happy with your accommodations as we certainly would do everything possible to correct the matter. We will make sure to address the bathroom and cleanliness issues you noted, and we hope you will allow us another opportunity to impress you should you return to the area.

I agree with many of the other reviews. This facility is not worth the money. We stayed for two nights and all we had were problems. There was a dead roach on the bathroom floor, the toilet did not flush, microwave was inoperable, and the bedside power outlet malfunctioned. Shuttle is a disappointment---from initial call to our actual check in took one hour, so plan your air travel accordingly. Front desk personnel were friendly and did their best and I hope they can find a better place to work. .

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
richarddZ1955RS, Thank you for sharing your experience, and we are very sorry for the inconveniences that you encountered during your stay. Your very detailed review of our facilities is rough to hear because our goal and our efforts are directed to bring the opposite results from what you describe. Your voice is important to us and we will be using the feedback you provided to try to make improvements to ensure we offer a better experience for our guests in the future. We do appreciate the compliments to our front desk staff and we hope you'll return to enjoy a better experience with our service.

I really loved the modern decor in the rooms! They also come with many amenities such as coffee maker, iron & board, microwave, refrigerator, desk, tv, toiletries! The property also has a swimming pool

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
veronicadlee5, Thank you for letting us know how impressed you were with our services and amenities. Our ultimate ambition is to provide a five-star experience, and we are thrilled to learn that we have succeeded. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!

This motel, while close to the airport, is not worth the risk to stay here. The motel was filthy, stains on the bedding, the floor was disgusting, and when I walked across the floor without any socks on the bottom of my feet were black from the filth. The shuttle from the airport came numerous times throughtout the night and had to back up in the parking lot to turn around, which would have been fine except for the back up beeper on the shuttle. There were people fighting and yelling in the motel parking lot for a couple of hours and nothing was done about it. There were gun shots in the mid-evening and then several more in the very early morning hours. The crime scene tape at a location down the street was obviously the location of one of the shootings. Best Western should be ashamed to even have their name on this motel. It was quite possibly the worst and dirtiest hotel I have ever stayed and would never stay here again. I felt completely unsafe and could not wait to get my family out of there, in fact we left for the airport several hours before we needed to just to get out of there.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Dear Vacations123ForMe, Thank you for taking the time to share your review and experience. I am glad that you found our location to be convenient yet I regret to hear that you don't fully enjoyed your stay. We take the value on your report regarding the condition of the hotel and the cleanliness during your most recent stay with us. We will act on these complaints and will fix all problems as soon as possible. Your business is our priority and assure you that management has taken all the steps to make sure that all the rooms are clean and our ultimate goal is to make sure each guest has a comfortable stay. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.

Booked a non-smoking room for one night. Got a room with bed full of tobacco smell and with sheets that don't look clean and have traces of some insects (some other reviews mention cockroaches, could be that). I asked the staff to switch me to another room, they said nope. I asked them then to send someone to change the sheets, they said nope again. I asked what were other options, they said they don't have any to suggest. Well, I at least have the option of never staying here again and I advice everybody do the same.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi 165alexeia, Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We do want to assure you and all other guests that we clean and sanitize our guest rooms following each guest stay. It is a very important part of our policies in order to ensure that each guest enjoys a comfortable, clean, and safe environment. Our room service team is generally very attentive to guests' needs and we prepare the room thoroughly for upcoming guests. We are sorry that we failed to do this during your most recent stay. Thank you for your comments. We hope to see you again and to impress you with our improvements.

Our room was laid out well and we appreciated that the flooring was wood/laminate and tile instead of carpet. It was clean and the TV and internet both worked well. We would definitely choose this location again in the future.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
barbara_s_brundige, Thank you so much for your feedback and kind words regarding the five-star service and accommodations that you received during your most recent stay with us! It is wonderful to hear of the great impression we made with our amenities and services. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

My grandson killed four cockroaches in his room and I could hear sounds from the room above me (I was on the ground floor.). We went to a fast food restaurant two blocks away where the bathrooms were locked with customer only signs, you got drinks from the counter staff (the drink dispenser was disabled to prevent homeless people from getting free drinks; one asked for a free drink while we were there) and there was a height tape on the door (I assume to help with the description of anyone that caused problems or robbed the place). The hotel did try to compensate for the shaky neighborhood by only having one entrance by the office, walls around the facility and very good lighting in the parking areas.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Steven S, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. We are so sorry for the unfortunate incident that you experienced regarding the visit of unwelcome pests in your room. Further, any issue related to insects is promptly addressed through professional treatments right away. Your description of what you witnessed with the homeless is alarming and distressing. We will forward your review to management for their attention and action. We hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Hotel staff was super friendly but did nothing about the loud guests partying in the parking lot the entire night. Beds were super hard and pillows were flat. Rooms were clean! Several sketchy people standing out on the roads at night

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
brookespann96, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We apologize for any inconvenience from our other guests by playing their music too loudly. We will speak with our night staff to retrain them on the procedure to deal with late-night loud noises. We do appreciate the compliments on our cleanliness and to our staff's hospitality! We are working to take care of all of the issues that you addressed and we thank you for taking the time to share your experience.

We are loyal Best Wester costumer but we will never go back to SureStay Hotel. Terrible costumer service, rude and sarcastic female receptionist. The admin needs to do something about it. It was bad for business.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Ann1379ZB, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We are apologizing for the rudeness that our staff showed during your stay with us. We do not tolerate such behavior from any of our staff and management. At all times we will provide an efficient, friendly and helpful service to all our customers. We hope that you will allow us to show you the true customer service of our hotel, and to make up for this disappointing experience. Please give us another chance to serve you better as we promise a more pleasant stay.

When I got to the hotel on Wednesday, I immediately noticed that the location was not good and thought about checking out and moving to a better location. However, I decided I would only be in the area to sleep and figured everything would be fine. What a mistake that was. On Friday and Saturday of my stay a motorcycle gang moved into the hotel and partied until at least 11:00pm (yelling and screaming, revving their bikes and playing loud music) and the hotel staff did nothing about this. When I asked for some compensation on checkout, they said I needed to contact my booking agent which I did. Now my booking agent is stating they can't get a hold of the hotel which is another thing I'll have to deal with. Do not stay here!

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi bobdX3454ML, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We apologize for any inconvenience from our other guests by playing their music too loudly. We will speak with our night staff to retrain them on the procedure to deal with late-night loud noises. It is our goal to impress you and exceed your expectations with every visit, and it is disheartening to learn that we did not fulfill this ambition during your recent visit. Please keep us in mind for your next stay in the area.

This property is all exterior/outside room entrances and is in a fairly bad looking neighborhood. Having said that, the room was clean, the bed was comfortable, everything in the room worked as it should, and even though the property is in a fairly bad area, it seemed to be pretty secure. Even though the nightly rate I paid for a 3 night stay was low when compared to other hotel properties in a 10 mile radius, had i known the location of this property was in a fairly bad location, I would have paid $20-$25 more per night to be in a more safe appearing neighborhood. .

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
AGfromTexas, Thank you for taking the time to complete our survey and share your experience! We strive to give you a great experience, and we are pleased to learn that we were able to meet your expectations in many ways; though we regret to hear that you weren't thoroughly impressed with the location of our hotel. It is very important to us to make sure that every guest enjoys a comfortable experience. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

Originally booked a stay at the Best Western Airport Inn in Phoenix but stayed here due to our original reservation being cancelled 2 days before our stay due to it no longer being a BW; it is unacceptable that BW did not notify us earlier. I've never had an issue with BW or BW affiliates before this place - staying here at the Surestay "Hotel" by Best Western Phoenix Airport was the WORST decision I've made. When I checked-in, the staff member printed several documents, immediately shredded them and eventually gave me a print-out of my stay that I was to sign. At that time, I asked the staff member to confirm that I wouldn't be charged twice/overcharged (as it appeared I was going to be) and was assured I wouldn't be - guess what - I was charged twice/overcharged. While there, there were bikers also staying there that were revving their engines, speeding in and out of the parking lot and blaring music until the early hours of the morning - not cool when you have to be up at 4am to catch a flight. Staff did nothing and could care less. This place is in a bad part of town and the "hotel" is SHADY AF. The bathroom was less than clean - needless to say we didn't shower or get any sleep. This place is NOT a hotel, but a run-down motel. This place isn't worth staying at (and certainly isn't worth $50+ a night). It would be 100% in BW's best interest to not affiliate itself with this place - unfortunately, it makes me rethink staying at any BW affiliate (or BW).

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
itsmejessicae, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. It is disheartening to hear that you encountered such a difficult situation due to an error, of no fault of your own and especially disappointed to learn that the situation was not then handled promptly and professionally. Please call our front desk about the issue with your charge so we can assist you with this concern. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.

We originally booked the Best Western Airport Hotel in Phoenix for a one night stay. I called a week in advance to confirm, everything was fine. Two days before our stay I checked on line and it said "reservation deactivated". I called the hotel and was told it was no longer a Best Western! Tough I no longer had a reservation. I was never notified by Best Western of this in any way. I booked this hotel, which was more expensive - I had booked the original with points and they said I didn't have enough to book this one. On top of that, this place is an old motel where you park right in front of your room - and it is not in a good neighborhood. Not a very nice way to treat a loyal customer. Once we've used our points, we won't be using Best Western again.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Linjons, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We are so sorry to hear about your experience with your reservation and we sincerely apologize that our team was not able to accommodate you properly. Our entire staff works extremely hard to make sure all of our guests have an excellent stay, but it seems that we've not been able to satisfy you. Your opinion is extremely helpful in our ambition to continuously improve upon the guest experience and we hope you'll return to see how we grow and evolve.

It's Unimaginable that this hotel is part of the Best Western family. I'm a loyal Best Western customer. The hotel was unkept, unclean and in desperate need of a complete renovation., It was more like a Travel Lodge experience.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
homeprorich, Thank you for sharing your experience, and we are very sorry for the inconveniences that you encountered during your stay. Your very detailed negative review of our facilities and cleanliness is rough to hear because our goal and our efforts are directed to bring the opposite results from what you describe. The description of your stay is highly unusual and does not represent the level of high standards we all aim to achieve. We do hope you allow us another opportunity on a future stay to show you, how we used your overall comments to improve.

Clean room in updated, dated hotel. Kinda sketch neighborhood. Wouldn't walk around, that's for sure. Really convenient location to Sky Harbor Airport. Breakfast was a joke. Requested ground floor room when booking for return flight. Didn't get it.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Stay60864807764, Thank you so much for your kind comments and review regarding your most recent stay with us. Our hotel takes pride in being newly updated and furnished with modern amenities, so it's a pleasure that it has been noticed! We will also be working on improving our breakfast service, we promise better next time. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

If you want to feel safe and have a quiet sleep, find someplace else to stay. This is not a hotel, but a motel with doors directly to the parking lot and a staircase to drag up your luggage. You can hear everything that is going on in the parking and walkways, so of course you will want to cover the noise with your A/C but if you do that you might want to sleep dressed because the thin cover on the bed offers no warmth. Oh, did I mention the motel is on a sketchy street?

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi 36lia, On behalf of our entire team, we would like to apologize for failing to exceed your expectations. We do want you to know that we take guest comments very seriously and that all of the issues you've brought to our attention are being promptly addressed, including the noises that disturb your rest. We want you to feel at home, welcomed, and safe. We hope that this will be the case during your next stay with us.

This hotel was very convenient to the airport with free shuttle. Only stayed there a night, but it was clean and quiet. The person at the front desk was very friendly. The parking was ample. They provided a nice breakfast selection.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi ill K, We are so pleased to hear that you enjoyed your stay! Thank you so much for your heartwarming review. We take pride in our staff, cleanliness, and the quality of service that we can provide for our dear guests. We also appreciate your appreciation on our breakfast menu as we try our best to satisfy our guests as they stay with us. We thank you for choosing us and we are hoping that we will see you again should you need a place to stay .

As i arrived Two gentlemen were trying to stay at this hotel and we're turned away for not living within 30 miles of the hotel. While I live over 500 miles away, I was allowed to check in. The men had no cell service and were not given a WiFi password to help get them into another hotel. Very below average human decency. Will not stay again as I usually pass through once a week

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi JDP919, Thank you for sharing your experience, and we are sorry to learn that you did not fully enjoy the service, accommodations, and hospitality that we hold to such a high degree of importance in our hotel. Please allow us another chance to serve you better next time as we are investigating the matter with our staff. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay. We hope you will change your mind about seeking out new accommodations in the area and that you'll give us another chance to change your perception of our hotel.

Even though this hotel might not be in an optimal neighborhood. The staff here is very friendly and helpful, the rooms are always very very clean as is the pool area. I have stayed here many times and have never had a problem. It is quiet and secure.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Dear ram21212021, We are very happy to discover that you had such a pleasant experience with us! Thank you for leaving your five-star rating of our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We appreciate your loyalty and we are looking forward to seeing you again.

Great clean room and convenient for us as we visited family in Scottsdale. Conveniently located near the airport and close to the restaurants in Scottsdale so perfect for us. Grab and go breakfast, good bed and showers.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Stephen S, Thank you so much for your feedback and kind words regarding the five-star service and accommodations that you received during your most recent stay with us! We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable, and convenient experience. Yes, our hotel is located within short walking distance to the restaurant and stores. Our management is always happy to serve you and we can't wait to see you again!

I loved this hotel , the only thing that sucked was we were in a severe thunderstorm which caused power outage so it got hot in the room for a bit but everything else was AMAZING . The service was decent , and quick, the room was very clean and well put together shower was nice

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi tvkmm1, Thank you so much for your heartwarming review. We are happy that you had an amazing time and service to be satisfactory. We thank you for your kind comments and review regarding our high standards of cleanliness and we hope to see you again when your travels bring you back to the area!

Low cost room near the airport. Room was clean and neat. The area is not the safest. The grab and go morning bags had food that your 6 year old would have picked out at the 7 11 on a $1.50 budget. Bring your own or go out. There is a micro and a fridge in the room. The A/C worked well.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Extraordinary646256, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. We are still operating with restrictions on our food service so we apologize if you did not enjoy the complimentary breakfast. We hope to be back to normal someday soon, and please keep us in mind for your next stay in the area.

Each and every stay here reinforces the reason I choose to return, overall excellent customer service, experience and commitment to being the best at what they do. The daily maintenance and property preparation is second to none.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
RuckerRexA, Thank you for sharing this five-star review of our hospitality and service. Our team is so excited to hear that we have been an important part of your travel convenience. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

Uses parking shuttle van to transport so you get to sit while driver drops parking guests one by one to their cars. In the morning return to airport there is only one pick up on the hour. Rooms were clean and quiet though. Not elevator to second floor rooms.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
travel2train, Thank you for your kind comments and review regarding our high standards of cleanliness. On the other hand, it saddens us to learn that you were not pleased with your stay due to the level of service you received from the cruise shuttle at that time. This is certainly not the kind of impression we would want you to remember. We apologize if there was any frustration for you that we do not have an elevator to the second floor. Next time we will try to get you in a ground floor room. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

Good and helpful front desk and cleaning staff, clean and recently remodeled rooms, nice amenities(pool, WiFi, etc.), airport shuttle. Rough neighborhood; do not walk outside of the property unless you are tough or packing.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hello jimpbuckley, On behalf of my entire team, we would like to thank you for your wonderful review and for noticing our recent updates that we have made to our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. Our management is always happy to serve you and we can't wait to see you again!

When we arrived I was a little concerned but the rooms were clean, the staff was awesome, the shuttle to the airport was a lifesaver. The rooms and main lobby looked to have been renovated which helped with the appearance.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
ashtonr425, On behalf of my entire team, we would like to thank you for your wonderful review and for noticing the recent updates that we have made to our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We are so glad that you were impressed with our Shuttle as well. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

Ants in room, bed super noisy, people smoking pott outsie, crazy shouting, cars in an out parking. The neighborhood looked and felt we were in danger. Expensive for what it really is. Felt in danger..

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
alfonsomG9297TI, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. It is very unfortunate that we did not create that positive experience to make you want to come back. Our endeavor is to offer a nice stay to all our guests but failed this time. Your comments are important to us as we continuously seek ways to improve the guest experience in our motel. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; I hope that this will be the case during your next stay with us.

This was more of a motel style. I wasn't expecting that. We were able to get 2 rooms for a very reasonable price. I like to be very comfortable and feel at home when I'm at a hotel and I didn't really get that feeling here. The hotel staff were nice. I would highly recommend that they mop their floors regularly because my white socks turned black walking on their floors. I had to make sure I kept slides on. Overall it was okay though.

Guest Relations Manager, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
gales1986 Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are all pleased to learn we were able to make you feel at home and that our services and accommodations lived up to your expectations. It is also very helpful for us to hear your comments regarding the floors. I am reviewing your comments with our housekeeping team to make sure all needed improvements are made. On behalf of our entire staff, we thank you for choosing our hotel and hope you will let us serve you again.

Pulling up to the location, I got a little worried. There was construction and the exterior seems a bit dated but the room was clean and functional with good features and an awesome vanity mirror...it was worth staying.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Mellowd19, Greetings from Surestay Hotel by Best Western Phoenix Airport. Thank you so much for your kind comments and review regarding your most recent stay with us. Our ultimate ambition is to provide a five-star experience, and we are thrilled to learn that we have succeeded. Wishing you a safe and beautiful journey as you travel back home. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

Stayed one night in order to catch flight. Felt unsafe due to the amount of people loitering and arguing. Room reeked of marijuana. Staff was apathetic and difficult to communicate with. Will not stay Best Western again.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
mercedes152, We thank you for your review. We would like to apologize for the bad experience that you had during your stay. Know that your voice is of tremendous importance to us and we are confronting each of the issues that you mentioned to ensure that no guest has this experience in the future. The management of the hotel was not expecting such an event as it never happened before. Rest assured that it will never happen again as we will provide a better stay to our guests. Thank you and I am hoping that you can give us another chance to prove our service to you again.

I was very pleased with the staff and hotel! The room was very clean and bright. There was a pool but it was not open during my short stay. Breakfast was offered and an airport shuttle was available for me to get to my flight. I would highly recommend this hotel.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi mhallward, Greetings from Surestay Hotel by Best Western Phoenix Airport.Thank you for your kind comments and review regarding our high standards of cleanliness and hospitality. I am so happy that you enjoyed your stay and that you found the accommodations and service to be satisfactory. Wishing you a safe and beautiful journey as you travel back home. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

Easy location to access, comfortable bed, and better amenities (shampoo, etc.) than at other motels I stayed in. Wonderfully personal check-in staff, very responsive and quickly solved tv problem by staff, It would have been handy to have another ice machine, vending machine closer to back end of motel, but that was a relatively minor inconvenience-Tho, for a disabled, older (79) woman, it wasn't the best. Because of Covid, breakfast was preselected and in a 'grab and go' bag. I would have preferred the ability to make some choices, AND brewed coffee would have been a real plus.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Gale G, Good day! Thank you for sharing your perspective of our Surestay Hotel by Best Western Phoenix Airport hotel's accommodations and services We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. Due to Covid 19 we are temporarily not offering breakfast and we hope you understand us in our standing. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

The hotel was very clean, big bathroom area, comfy beds. Front desk people were friendly, parking wasn't bad and the pool was open. The location was good and the price was good. Good value for the money.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi profprobst, Greetings of the day from Surestay Hotel!!! We hope you are doing great!! I can't begin to tell you how much we enjoyed reading this review and thank you for leaving your five-star rating of our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. Our management is always happy to serve you and we can't wait to see you again! Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

Don't judge this place by it's looks upon arrival. The rooms a bigger than most hotels and nicely furnished. Even the flat screen tv was much larger than most fancier hotels we've stayed at. Location might not be in a resort area, but it's close to the airport. And it had a nice little heated pool. With the money saved, we paid for a rental car. Great place if you want a clean room to spend the night, despite it's location.

SureStay Hotel, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Dear Guest, Greetings of the day from Surestay Hotel!!! We hope you are doing great!! Thank you for writing your lovely thoughts. Your words have filled us with joy. Our cordial staff always try to serve what falls in the best interests of our customers. And in your case, we are glad to know that we did it. All our services are designed to meet and exceed your expectations. It fills us with immense joy to hear about your happy stay, and it is a pleasure to serve you again. Please, visit us again on your next arrival in the city. Till then, take care and stay safe! Thank You, Warm Regards, Surestay Hotel

Booked through Expedia. Shows nice in pictures. Not the best area, we got stuck in a smoking room- thick smoke smell. Not great. Some of the other guests around might be considered questionable. Covid gives you the sack breakfast. Shuttle only once an hour at top of the hour. Would not chose again. Staff was pleasant.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
K2619WYalant, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are deeply saddened to hear that you are seeking out other hotels due to the lapse in service you experienced during your recent stay. We do appreciate the compliments to our front desk staff and I hope you'll change your mind about seeking other accommodations in the area and that you'll give us the opportunity to impress you with our continuous improvements.

This hotel in not located in the best of neighborhoods and is definitely not family friendly. We checked in late at night with a lot of luggage. I have bad knees and asked for a room on the lower level and was denied and told my room was right around the corner and up only one flight of stairs. Well, our room was clear across the parking lot where there were homeless people roaming around and several rooms had parties going on with drinking and drugs and the smell of marijuana was disgusting!

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
NicoleH3918 , We thank you for your review. We would like to apologize for the bad experience that you had during your stay. We assure you that the situation is now controlled as we reported them to the right authority. The management of the hotel was not expecting such an event as it never happened before. Rest assured that it will never happen again as we will provide a better stay to our guests. Thank you and I am hoping that you can give us another chance to prove our service to you again.

It began with problems checking in. Room smelled strongly like sewer. Paper thin walls. Floors so warped you could roll a water bottle into the "valley" and the door had a HUGE gap allowing light into the room. Drunk man 'yelling & talking' to the plants and shrubs. Kids screaming for ice cream in the parking lot at 12:30AM. As a BW member, this place is atrocious. NOT at all like the photos online.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Trail51072334961, Thank you for sharing your experience, and I am so sorry to hear about the difficulties that you experienced with the door and the smell of sewer in your room at that time. We will act on this complaint seriously and will fix all problems as soon as possible. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

The room was designed perfectly. Everything was clean and worked properly. An excellent value. Walking in the neighborhood is not advised, but, with a car, this is not a problem. We would stay here again.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Paul L, Good day! Thank you so much for your feedback and kind words regarding the five-star service and accommodations that you received during your most recent stay with us! I am happy to learn that you enjoyed the value and we were able to provide you a clean and comfortable experience. Our team is so excited to hear that we have been an important part of your travel convenience and we look forward to your next visit here at the Surestay Hotel by Best Western Phoenix Airport ! Kind regards.

The location of this hotel is in a rather uncomfortable area. Close to the airport but not a place outside to take a walk to see the rest of Phoenix. However, the hotel was like an oasis in the desert. Very clean and well maintained. The "grab an go" breakfast was not worth the effort to walk to the lobby. But all things considered in this world of the COVID a nice place to stay

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi j3marine, Greetings from Surestay Hotel by Best Western Phoenix Airport . Thank you for sharing your perspective of our hotel's accommodations and services! I'm happy to hear that we were able to meet your expectations in many ways, though I am sorry that you found our location to be inconvenient. I hope that this will not deter you from enjoying our accommodations and services in the future. We hope you had a safe trip back home and visit us again soon!

The room was overall very nice. Clean and no bugs! The toilet didn't work in the morning. We were woken up in the night by a woman screaming and the cops were called. I guess you can't help the neighborhood.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
aaguilar132021, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We apologize for any inconvenience from our other guests by screaming and the toilet as well. We will speak with our night staff to retrain them on the procedure to deal with late-night loud noises. I'm glad you found our room clean. On behalf of our entire staff, we thank you for choosing our hotel and hope you will let us serve you again.

I had no sense of safety at this hotel. I had loud drink men staggering play my room, and drug users around the stairs. This is absolutely unacceptable. On top of that, I watched as a man struggled to fix his payment processing with the front desk. The lady at the front was very disrespectful to the man and did not address his concerns.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
arielF2345688, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. We would like to inform you that this is a drug-free environment hotel. Any prohibited drug is not allowed on the premises of the hotel in compliance with the mandate of the police. Also, we are sorry to hear that you weren't thoroughly impressed with our staff at that time. Our team is working hard to make sure our guests are comfortable and are receiving the best service. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

This is a excellent hotel. The rooms were clean. Everything worked excellent. This hotel is really trying to live up to Best Western standards. The only drawback is the location, but I have stayed at better locations where my car was broken into

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi msl070165, Greetings from Surestay Hotel by Best Western Phoenix Airport . Thank you for your kind comments and review regarding our high standards of cleanliness. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.Have a great day ahead.

This hotel is a nice hotel but so many problems the beds are uncomfortable pillows suck and none of the outlets worked to charge our phones. The towels looked dirty and were stained. And they charge me $25 dollars cause my son got a blood nose during the night and stained the sheet.never will stay there again.

SureStay Hotel, Owner at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Dear Guest, Greetings of the day from our SureStay Hotel!! Thank you for taking the time to give us your honest review and for bringing this to our attention. We are highly devastated to hear that you had such a bad experience with us. We often try to maintain the highest standards of security and services, but clearly, that's not what happened there and unfortunately, we missed the mark in your case. However, we have noted down your matter of concerns regarding beds, pillows, and others. We will soon take appropriate actions to make the things right and will also talk to our housekeeping department. Please give us another chance to earn back your trust and we make sure that you will not have to face such inconveniences again. We are expecting your next visit soon. Till then, take care and stay safe!! Thank You, Warm Regards, SureStay Hotel

I was very tired and arrived late to the airport and there were no rental cars left. I had to stay the night at a hotel and called this one. The staff was very accommodating and professional and they quickly booked me a comfortable but inexpensive room. They guided me to the hotel shuttle so that I could get there quickly and relax. Thank you to the front desk staff for their quick professionalism.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi elanm2013, A big thank you for sharing this five star review of our hospitality and service. It is heartwarming to hear of how our efforts to impress you with our hospitality, comfort and convenience have been successful. Your feedback will serve as encouragement to all of our staff as we strive to provide an exceptional and memorable experience for every guest. We can't wait to see you again!

was surprised to find my booking (via booking.com) cancelled because “The system cancelled it”. Looks like the lady at the reception didn't know how to deal with the system, so just refused me. (While they had vacancies). Fine, I stayed at another hotel. But that's an interesting customer service. According to their policy you can't stay unless you live more than 40 miles away. For an unknown reason, they thought i am local. I live in Los Angeles (380 miles away) and had my ID to prove the address, but...

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Barabasnatalia, Thank you for your feedback. We are saddened to know that you were not happy with the service you received from our front desk staff during your stay. It is our goal to impress you and exceed your expectations with every visit, and it is disheartening to learn that we did not fulfill this ambition. I hope you will accept our sincerest apologies for these difficulties, and I thank you for bringing the matter to our attention. Please keep us in mind for your next stay in the area.

This used to be our go to hotel. The room and staff were great! Unfortunately, unless you like to be awoken by the smell of marijuana at all hours of the night, this is not the hotel to stay at anymore. It was fun while it lasted. Definitely not a family friendly hotel.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
FreddieA64, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. I am so sorry that you smelled smoke in your room. Unfortunately, despite our efforts to ensure that nobody smokes in non-smoking rooms, it does occasionally happen and I hope you'll accept our sincerest apologies for the smell of smoke that you experienced. We do appreciate the compliments to our staff and we are all looking forward to seeing you again!

Because our first hotel was a disaster Expedia helped us get into this hotel. Closer to the airport the price was higher than the original hotel and even with that because of Covid no one comes in and changes your room which is fine. They give you the towels in advance room is clean it's quiet it's not actually the greatest but it will do.

Tina M, General Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
paws0810, Thank you so much for your kind comments and review regarding your most recent stay with us. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

Horrible customer service! Had to stay for a few days but never got room service or cleaning! The one lady (shorter heavy set dark skin) was extremely rude when asked for basic things (TP and towels). The pool was not open when we got here and the internet was broken! Lots of creepy customers as well! Stay somewhere else for your family's sake!

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Kamihameha, Thank you for bringing to our attention your experience with our staff and comments regarding your stay in our hotel. We apologize if our staff has been rude to you or that they were not treating you as best as they can. Please give us time to investigate the matter of your concern so we can do appropriate actions. We understand that you are hesitant to return based on this experience, though we hope to have another chance to impress you in the future.

Definitely not a Best Western. People of lower moral character frequent this place and stay here. I felt like my truck was going to be stripped for parts. I know COVID 19 closed the pools but to let it turn green especially where it is noticeable by patrons is bad business practice. The website stated breakfast and no cancellation fees that was total BS. The room is nasty and makes you feel like bugs are crawling all over you. Came back with hives and a rash from sleeping here.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Odawg17. We want to thank you for sharing your experience, though we are very sorry the cleanliness of your room wasn't up to our typical standards and I apologize for the negative impression we gave you. We will use your comments as a training opportunity with our housekeeping team. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; I hope that this will be the case during your next stay with us.

Traveling from Brazil to LA, I stopped in Phoenix to pick up my parent's car. I booked a room in this hotel as my parents are in the at risk population. Upon check in, I was asked for my drivers license. The front desk representative informed me I could not stay here as my address is within 30 miles of the hotel. They are only servicing people flying into Sky Harbor. Even though we could provide boarding passes from the airport, we were still refused a room. I asked to speak with the Manager and was told he was sleeping and he would not wake him as he was confident he would adhere to this policy. Where is this policy written, certainly not on the booking site nor the SureStay Best Western website. Is this discrimination??

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi ptwint, Thank you for your honest feedback which will promote practical policy changes and an improved experience for future guests. Your comments help us to understand where we most need to improve for our future visitors and for people like yourself, as we hope you will allow us the opportunity to alter your impressions of our establishment in the future. We hope you'll return someday to see how we're improving.

We just needed a place to sleep before our flight out of Phoenix. This is a motel with doors to the outside. Check in was quick. Room was very nice. I was surprised. New LVP flooring. Spacious bathroom and dressing area. Beds were comfortable. I would have given it 5 stars except I found a toothpick next to the Bible. So I know that even though the room looked clean, it wasn't. Breakfast was good for a continental one. They had a yogurt machine with fruit, granola, and chocolate toppings. That was very good. Area was sketchy though so I would not stay here again.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
BethJ117, Your comfort and convenience are our top priorities, and we thank you letting us know how we have been successful in our efforts to impress you ; though I regret to hear that you weren't thoroughly impressed with the location of our motel. I hope that this will not deter you from enjoying our accommodations and services in the future.

The hotel is situated in a tough neighborhood on Van Buren and 32nd. There isn't any other places to get a bite to eat or safely head to as the entire surroundings are sketchy. There are numerous homeless or doen-on-their-luck characters lurking around the area that make it a bit unsafe. Breakfast constituted on the two mornings that I was there as just continental: coffee, juice, cereal, muffin. We got there really early in the lobby for the amenity, and it was just as average and nothing more than average. Since the hotel is an open air, older motel-style, the parking lot was a bit noisy after 10:00PM as well as 5:00AM when guests would leave the hotel in their work vehicles. The constant beeping when they are backing up was pretty loud. I would not recommend this place. The price was pretty high due to MLB spring training; however, the exhibition was cancelled due to the coronavirus crisis on the day after that we checked in. The bed was average and the wi-fi does work.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Tony L, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. It is our goal to provide the best lodging experience to our valued guests and your comments are enlightening and revealing. We hope you'll return someday to see how we have addressed and improved upon the issues that you have expressed, thanks to your valuable feedback.

The room was very clean and I felt safe there with my kids even though it's downtown by the airport. The shuttle to the airport was easy to use and very convenient. I didn't have a chance to take advantage of breakfast but the dining room looked nice. It was big and clean. I would stay there again.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
daphnesmith2020, Thank you so much for sharing your review and giving us an honest look at the guest experience in our Surestay Hotel by Best Western Phoenix Airport hotel. It is heartwarming to hear of how our efforts to give you a great experience, filled with hospitality, comfort and convenience have been successful. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again!

The noise was unbearable. From the air conditioner to the Street belo . Heard everything. Could not sleep. No in room safe. Did not feel as safe as I should have. The room itself was o . Bed was extremely small for 2 people. Sub par Breakfast (if you can call it that) Left suitcase in car as did not feel it was ok to be left unsecured in the room. I tried sleeping on the floor in the shower to be away from the noise. Did not help. Spend more to get more. Show less

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
alleymalley, Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. We take value on your report regarding the condition of the air conditioning system . We will act on this complaint seriously and will fix all problems as soon as possible. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Don't recommend, spend $50 more and stayaway from this location. Rough neighborhood. Nothing in walking distance and the crowds on the surrounding area are less than desirable. Breakfast was disappointing at best. I asked for a water and nothing was available when I checked in.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
inskeepj, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience . I am very sorry that our breakfast did not meet your standards. We will inform the kitchen staff on this problem immediately so they can improve the quality of food that we serve. I hope that this will not deter you from enjoying our accommodations and services in the future.

If you're on the road or traveling by air, this unassuming hotel is the perfect place to land. The room seemed to be recently remodeled, the bed was super comfortable and the microwave, refrigerator and coffee maker were all you needed to get you going in the morning.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
CRT814, Thank you very much for the compliments you give to our hotel! We value our customer's experience that is why we always make sure that our facilities are in good shape to provide our customers the best we can offer in a reasonable price. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again!

First off, this is an old motel that has been remodeled. It's in a sketchy part of town, though I did not feel that me or my 9 year old was in danger. That being said, we didn't venture out of the property. There was a smell to the room, but it smelled like an old building that the reno's just couldn't cover. I sprayed some purfume on a handtowel, draped it over the heater and the smell was gone. The room was large with no carpet (yay) and the bathroom had a bathfitter makeover. It was nice that the sink was in the main area and not with the tub or toilet, making it easier for two people to get ready at once. The room was very clean, the sheets and towels were white and unstained. The bed itself was comfortable, but it only had a set of sheets and then a thin blanket on top so we had to crank the room temperature up a bit to sleep. We were on the top floor and it was quiet, however I always have the fan running constantly to block out noise. There is a shuttle to the airport that leaves on the hour, but you do need to book it at least 15 minutes in advance if not longer, otherwiase it is a flat rate $15 taxi ride to the airport The breakfast is mostly bread and muffins. There is some items you can purchase and heat up, such as breakfast sandwiches and burritos. There is a coffee maker, microwave and fridge in the room. The staff were not overly friendly but were not rude either. The price was good compared to other hotels/motels in the area. I would stay there again.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi DaniMom, Thank you very much for choosing Surestay Hotel by Best Western Phoenix Airport for your recent visit to the area! It is a pleasure to hear that you appreciate our reasonable rates and we were able to provide you a comfortable experience. We would certainly love to have the opportunity to host you again in the future! Safe travels!

Pros: 1. breakfast coffee 2. yoghurt machine 3. Room cleanliness Cons: 1. nil fitness centre although advertised 2. abrupt and rude front of house staff 3. area dodgy - don't even consider walking out of the motel!! 4. Big motel so can be noisy all hours of day as users depart for their flights

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
RAK1967, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. We apologize if our staff has been rude to you or that they were not treating you as best as they can. Please give us time to investigate the matter of your concern so we can do appropriate actions. We are working to take care of all of the issues that you addressed and we thank you for taking the time to share your experience.

This is an inexpensive basic motel near the airport. Everything needed was in the room (124). The bed was comfortable, and I slept well. There is a small swimming pool. The staff were polite. Breakfast was totally continental but with a good selection of Danish pastry. The nearest restaurant was a seafood place about a half mile walk away; it is the first item on a nearby eatery list supplied by the hotel. It was excellent, very good food very good value for money. Although recently recovered from hip surgery and needing to use a cane, I did not feel threatened while walking to the place and back at night.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
davidwT1865WW, Thank you for giving us the opportunity to recognize our staff for their exemplary work in providing a comfortable experience for our valued guests.It is rewarding to hear that we have succeeded in making you feel comfortable and that you experienced no difficulties with our services or amenities. We hope you're looking forward to your next stay as much as we are!

All the reviews about this being in a sketchy area are correct. My wife and kids almost refused to go into here when they saw the area. However, once you enter the hotel grounds it was nice and seemed safe, open and well lit. I never saw any sketchy people on the grounds. Price was great, rooms were fine, a good place to stay if you are flying out of the airport. Breakfast was sub par,few choices. If you go out to eat, don't eat anywhere near the hotel. However a short 3-5 mile drive gets you in many restaurants in nicer areas. Look, the area is sketchy but the hotel is fine. As long as you don't go out wandering the local neighborhood late at night you will be just fine. The prices are great and I would rather pay less than pay more to be in a nicer area.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Bryanem, Thank you for taking the time to complete our survey and share your experience! We strive to give you a great experience, and I am pleased to learn that we were able to meet your expectations in many ways; though I regret to hear that you weren't thoroughly impressed with the location of our hotel. I hope that this will not deter you from enjoying our accommodations and services in the future.

This hotel is in a terrible area. Two different Uber drivers commented that we were staying in a “bad area”. There are no restaurants in walking distance. I wouldn't recommend walking anywhere. It is VERY loud. Someone was running and stomping for three hours straight on the floor above us and front desk did nothing about it. Shuttle service was great and there are nice places you can Uber to about 5 miles away. An outlet stopped working while we were trying to charge our electronics and the tv also stopped working for no reason. If you plan on getting any sleep, don't stay here. Continental breakfast was worst I've ever seen.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
hollyw123, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. I want to apologize for the noises that disturb your rest, All Front Desk Clerks are instructed and trained on how to handle these types of issues and I'm very sorry they failed to correct this problem for you. We understand that you are hesitant to return based on this experience, though we hope to have another chance to impress you in the future.

I couldn't believe when we met in the lobby at 5 am to get on the shuttle to the airport and it wasn't a shuttle at all!! They had us ride with another customer in his rental car. We had to haul our luggage to the rental car place, walk to the shuttle bus with all of our luggage, ride to the airport on the shuttle bus and unload our luggage again. The reason we stayed at this hotel was to ride the shuttle and be dropped off at the airport!! The guy who gave us a ride to the car rental place was very nice, but it may not have turned out this way. You don't send customers with a random person in his car!!! Not very safe or responsible!! I absolutely couldn't believe it!!! I would NEVER recommend this hotel!! I wonder if the hotel paid the customer with the rental car something to haul us with him? There were 2 of us, but what if I'd been alone? Unbelievable!!

Clean and recently renovated. Wonderful WIFI. Friendly helpful staff. Continental breakfast OK with packaged pastries/bagels/etc. Dicey location if you intend to walk anyplace. Not far to restaurants and dollar store, but not safe to be a single person on the street alone

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Sheri R, On behalf of my entire team of Surestay Hotel by Best Western Phoenix Airport , we would like to thank you for your wonderful review and for noticing our recent updates that we have made to our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We look forward to serving you again! Kind reards, General manager of Surestay Hotel by Best Western Phoenix Airport

I would advise no one to stay at this hotel. The room smelled of urine, there was no control over the loud, raucous patrons, there were no decent restaurants close by (I wouldn't walk that neighbourhood after dark anyway) and there were a lot of people just hanging around washing cars and smoking. Moreover, the manager was not on site and hasn't returned our calls.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
davidhall2020, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. We would like to express our apologies for the urine smelled and wish we had known during your stay so that we could have taken action to remedy this issue. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. Hope you'll return and let us show you a far better experience.

Pleasantly clean and newly renovated, no carpet which is refreshing. Staff was courteous, was confusing for the shuttle to get there it was the airport parking shuttle bus which they don't tell you. Other than that very good for your money.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
colettem563, On behalf of my entire team, we would like to thank you for your wonderful review and for noticing our recent updates that we have made to our hotel. We seek to give each guest a very comfortable and accommodating experience and we are thrilled to hear of our success in this ambition. We look forward to serving you again! Kind reards, General manager of Surestay Hotel by Best Western Phoenix Airport

Hotel staff was helpful, funny, and friendly. Continental breakfast was simple but good. Room was very clean and quiet. Not much in the immediate walking area to see or go to for restaurants. Rooms sat back in off the road and were cozy.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Getaway734359, It is wonderful to hear that you enjoyed your stay and that you have rated our hospitality and accommodations so highly! Thank you so much for your compliments to our breakfast and we were able to meet your expectations of cleanliness and service in our hotel. We can't begin to tell you how much we appreciate your review, and we can't wait to serve you again! Kind reards, General manager of Surestay Hotel by Best Western Phoenix Airport

Great value for the money. The bed was comfy, and the room was spacious. I certainly didn't expect what I saw. It was by far, the most unexpected result I've gotten from a hotel. Best Western has really outdone the competition!

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
zenusyazzie, Your five star review is greatly appreciated. Thank you very much for choosing Surestay Hotel by Best Western Phoenix Airport for your recent visit to the area! It is a pleasure to hear that you appreciate our reasonable rates and we were able to provide you a comfortable experience. We would certainly love to have the opportunity to host you again in the future! Safe travels!

We needed one night after a late airport arrival and this worked. The airport shuttle was a little difficult to figure out as it is not the hotel's shuttle but a parking lot shuttle. The room was just ok without carpet and poor bed linens. The breakfast was very minimal. It is a 2 story strip motel and there was a fair amount of noise from parking lot car traffic. Only stay here if you can't afford better.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
fehlow, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. It is our goal to provide the best lodging experience to our valued guests and your comments are enlightening and revealing. On behalf of our entire staff, we thank you for choosing our hotel and hope you give us a chance to serve you again and experience the improvements we have made with our service.

The grounds are well kept, and well lit. The rooms were clean, and minimally furnished with modern furniture. The guy at the counter was very polite, but he was on his own. I came in, and there were 4 people waiting. While waiting, an employee came out of a door, and it appeared that he was going to help the guy checking everyone in. Nope, he took a look at us all, and walked on. That was the only "down" point. The hotel is not in the best of areas, but they really are "on it" with security, good lighting, and well-maintained grounds. So, honestly? You're not going to do better for $60-$70. If you're on a tight budget, then this is the hotel for you. They really make sure that their guests comfortable and taken care of once they're on the grounds.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Anthony R, Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We hope you're looking forward to your next stay as much as we are!

Excellent service and amenities for the price. Staff was excellent and friendly. The room was clean and provided the excellent opportunity for relaxing after a long day. The facility is ideally located close to the airport, public transportation and restaurant.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
ashalkowski, Thank you very much for the compliments you give to our hotel! We value our customer's experience that is why we always make sure that our facilities are in good shape to provide our customers the best we can offer in a reasonable price. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again! Kind reards, General manager of Surestay Hotel by Best Western Phoenix Airport

Check in was fast, value great. Room was clean and attractive. There was a refrigerator and microwave in the room. Breakfast consisted of pastries, cereal, oatmeal, fruit, juice, and coffee. Location was close to restaurants and stores. We enjoyed our stay.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi E8039KFjenniferw, Happy new year! Thank you for taking the time to let us know how you enjoyed your stay with us! We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area! Kind reards, General manager of Surestay Hotel by Best Western Phoenix Airport

not a hotel for travelers or out of towners...who don't know about the area. budget friendly? yes. guest friendly? oh god no. do your self a favor and make sure you keep the door locked if you decide to stay here.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
kw7511, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We want you to know that your feedback and description of your experience at our hotel is of utmost importance to us. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!

We are Best Western Diamond Select members (way cool rewards program) and this was our first Surestay experience. We chose to stay here because of an early flight out of Sky Harbor. The room was clean, comfortable, and reasonably priced. The airport shuttle was exactly on time and our stay and trip to the airport went off without a hitch.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Karla S, Thank you very much for choosing Surestay Hotel by Best Western Phoenix Airport for your recent visit to the area! It is a pleasure to hear that you appreciate our reasonable rates and we were able to provide you a comfortable experience. We would certainly love to have the opportunity to host you again in the future! Safe travels!

We stayed at this hotel on a recent road trip. I booked it because of the decent ratings it got and the price was right. What I didnt expect is driving up to the hotel looked like a war zone. It is located in one of the worst areas of Phoenix. There were three men in front of the property that looked like they were conductiing a drug deal. Then I entered the lobby and found a number of respectable looking older people checking in. And the parking lot was filled with nice new cars. There were also people swimming in the hotel pool as if it was a five star resort in the Bahamas. So I settled down a little until we entered our room. We booked a smoking room and when we walked in it smelled like someone had smoked marijuana every hour for the past several weeks. I complained and asked for a new room but the hotel was completely booked. We will not stay here again in spite of the odd enjoyment of other guests.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Gene2459, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We would like to inform you and to our future guest that this is a drug-free environment hotels. Any prohibited drug is not allowed in the premises of the hotel as a compliance to the mandate of the police. I hope you will change your mind about seeking out new accommodations in the area and that you'll give us another chance to change your perception of our hotel.

Stayed here previously, and rooms remodelled very well. Clean rooms, good wifi, good television, easy parking, friendly staff. Nearby 24 hour jack in the box if late arrival. Breakfast low quality but ok.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
On behalf of my entire team, we would like to thank you for your wonderful review and for noticing our recent updates that we have made to our hotel. I am so happy that you enjoyed your stay and that you found the accommodations and service to be satisfactory. We look forward to serving you again!

Love the jetted hot tub rooms. Nothing too fancy, but very clean and a good nights sleep! Great value for the price. My husband and I have stayed here many times and it has been consistently clean, with no issues.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Thank you very much for staying Surestay Hotel by Best Western Phoenix Airport for your recent visit to the area! It is a pleasure to hear that you appreciate our reasonable rates and we were able to provide you a clean and comfortable experience. We would certainly love to have the opportunity to host you again in the future! Safe travels!

Room cleanliness, My family and I enjoyed very much the wooden floors instead of carpeting. The lights in the mirror were nicely bright and My aunt had easy time fixing her hair and makeup. First time staying here and I will not hesitate coming back!

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Devyns_Nana, Thank you for taking the time to let us know how you enjoyed your stay with us! We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. We look forward to serving you again and giving you another five star experience.

The 6am shuttle was pulling out as reached the front door. I doing the stay and park. We had stayed there before and assumed the shuttle schedule was the same . I have used a few different ones in the same area. Shuttle times ran from every 15 to 30 minutes. I asked the clerk behind the counter would the shuttle be back in 15 or 30 minutes. She said they ran only on the hour. I told I had never heard of an airport hotel that ran only on the hour and she said "I guess you have checked before you checked in."

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
SonoitaSlim, Thank you so much for taking the time to leave such a thorough and insightful review regarding the shuttle and suggestions to improve the experience for our valued guests in the future. It's our primary goal to ensure that you receive the best lodging experience and we wish to let you know that your voice is extremely important to us. We will address this concern to our management team and we hope to see you again soon.

Remodel and upgrades very nice. Definitely worth the money. Only real problem was that the bed was way too unsupportive to our hips and back. Woke up with back pain during the night and it was bad when we got up. Not because it was an old or worn out mattress. Just too soft. Breakfast is non existent. Mini muffins and juice was about it.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Jerry N, On behalf of my entire team of Surestay Hotel by Best Western Phoenix Airport , we would like to thank you for your wonderful review and for noticing our recent updates that we have made to our hotel. However, I do apologize for the discomfort you experienced with our bed and your feedback are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. I hope you'll return to enjoy a better experience with our breakfast service as well.

The weather kept me from connecting my flight from Phoenix to Reno. This was a late notice call. Linda was very nice and helpful. I will be sure to stay here the next time I get stranded because of the weather.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
GM1Ret, Thank you for taking the time to share your feedback and to acknowledge the efforts of our hardworking staff to be as accommodating, helpful and welcoming as possible. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We will share your comments with Linda and we look forward to your next visit.

Rooms: Large clean, and the non-smoking rooms do not smell like smoke. It is also quiet. You could really not expect the rooms to be this nice from looking outside. Location: Well, you can take the shuttle to and from the airport. I highly recommend women do not go outside at night in this neighborhood. As a single woman I felt fine in my room, but the area is really, really, shady. There is a gas station and a couple of fast food places within walking distance, but I would recommend ordering in. The areas is not only dangerous but really ugly. Noise: I stayed 3 or 4 times and it was always quiet. Staff: Most of the time I've been here the staff has been really rude. There are a couple of nice workers but mostly they act super snotty and will obnoxiously deny requests for the type of room you want. Amenities: They have free breakfast and an airport shuttle. You must eat the free breakfast in the cafeteria you can't take it out. Parking is free and easy if you bring your car. Other Note: This place shows up as pet friendly on third party hotel booking sites. However, there is a big "no pets" sign in the lobby. Overall: I gave this place 4 starts because it is cheap and in return you get a large, clean, quiet room. It is perfect for an airport layover but would be a horrible choice for a phoenix vacation.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
amyspooky, Thank you for your kind comments and review regarding our high standards of cleanliness. However, We apologize if our staff has been rude to you or that they were not treating you as best as they can. Please give us time to investigate the matter of your concern so we can do appropriate actions. We appreciate your loyalty and look forward to your future visits!

We were not sure about the neighborhood the hotel is in but were surprised at how nice the property is. The woman who checked us in was great and suggested a fantastic Mexican restaurant to catch lunch at. So good. Room was clean, in good repair and more than took care of our needs.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Jim C, we are excited to learn of your five star experience at our hotel. We thank you for recognizing the service of our staff and the overall cleanliness of the hotel . We take pride on reviews like this as it is a testament of our guest's satisfaction! We sure will strive for the best. Wishing you a very good trip back home and we look forward to serving you again here at the Surestay Hotel by Best Western Phoenix Airport.

I did the stay and fly deal, and got a very good value for the price. The room was clean, on the first floor (as I had requested), and allowed smoking. That combination is very difficult to find these days. The parking area is secured, and upon my return I found my vehicle in very good condition.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Ellen A, Thank you so much for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean and comfortable experience as a good value for your money. We hope you'll return and enjoy another safe five star experience.

Check in and check out service was great. Just needed a room to bathe and sleep for a few hours since we had an early flight, but the room floor was unacceptable, extremely dirty. After bathing you'd expect to get into bed clean. The bath floor was so dirty that our feet got filth on it as we exited the bathroom. So dirty that I took the towels to wipe the floors so we could sleep clean. I walked barefoot and every part of your floors had a dirt film. It couldn't have been cleaned for days, weeks! I took photos of our feet and the filthy towels, then turned them into the front desk upon checking out. The towels were used to clean just the bath area. If I took the time to clean the rest of your hotel room I would have used all the clean towels. I didn't expect much for the price of the room, but the room should at least be clean. I pay for a clean room, that should be automatic, CLEAN ROOM.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Lock808, We want to thank you for sharing your experience, though we are very sorry the cleanliness of your room wasn't up to our typical standards and I apologize for the negative impression we gave you. We will use your comments as a training opportunity with our housekeeping team. Please keep us in mind for your next stay in the area.

ThecStaff was very helpful. The room was very clean and comfortable. Shuttle service was quick and the driver was very helpful. I would stay here again. There was nice safe and secure parking for my car.

Great place. Close to airport and car rental return (about 6 min). We would stay again. I have neck and back issues but the bed and pillows we're good. The accommodation seemed to have been recently renovated. Very nice.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Ksac2, I can't begin to tell you how much we enjoyed reading this review and we thank you for leaving your five star rating of our hotel. It is so rewarding to hear that we were able to provide a comfortable bed, pillows and you found the location to be so convenient for your needs. We look forward to serving you again here at the Surestay Hotel by Best Western Phoenix Airport !

Situated near the airport, with free shuttle bus that runs to and from the airport. Is an old dodgy area that has been cleaned up, but not much available nearby. Friendly check in, and the lady explained the hotels 30 mile hotel radius policy (no one who lives within 30 miles can check in) , in that they don't have issues with affairing couples, rooms being rented by the hour, drug issues or guests who won't leave. The room was clean, with a large comfortable bed, good linens and towels, fridge, microwave, wifi and aircon. Overall good value, clean but take some food with you. The free bus to the airport was pretty good.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
AdamBilgy, Thank you for your kind comments regarding our high standards of cleanliness and were able to provide you a comfortable experience. We are excited to learn that we made such a great impression during your recent stay. We are looking forward to hosting you again and have a great day ahead!

Property is well lighted, room is spacious, location near 2 gas station, convenient, asked why people within 30miles are not allowed to stay (never saw that in other hotels), was answered those people came in to have a party they didn't want to have in their own house.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Akuyek, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. We would like to express our apologies for the odor and wish we had known during your stay so that we could have taken action to remedy this issue. We look forward to welcoming you back for a return visit.

The rooms are cleaned daily. The part I like best is that the property is fenced in to keep guest and the vehicles safe. I give them 2 thumbs up. Great job. I would definitely recommend this hotel to my fellow travellers

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Juan R, It's good to hear from you and we greatly appreciate that you've taken the time to share your five star experience at our hotel! We only wish to give nothing but the best service to our guests, and to know that we have accomplished such goal gives us great joy. Thank you for your recommendation, and we certainly hope that we can be of service to you and your family again on your next trip. Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

My husband is fussy about hotels so we always wind up spending at least $300 per night. But I needed a place to stay when he was in the hospital and I didn't want to fiend a ton of money. I was really happy with the stay. The room was clean and comfortable. And the staff was super friendly. The soda machine took my two dollars without giving me a soda. They gave me two dollars back and a soda. I tried to pay for it but they wouldn't take it. I like the location too. I ran three miles through beautiful old neighborhoods next to the hotel. Overall a real nice stay.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hi Angelica H, Thank you so much for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! It is very rewarding to hear from you on this matter and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We look forward to serving you again. Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

This is a little better than budget inn or Motel 6. I booked this hotel as it's close to the airport. And I didn't even hesitate because it's Best Western brand. The facility and the rooms are okay but not the service. Breakfast service was disappointing.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
amdgr82019, I am very sorry that our breakfast menu did not meet your standards. We will inform the kitchen staff on this problem immediately so they can improve the quality of food that we serve. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area! Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

Easy pick up from the airport. Plenty of room, good bed, room was clean. Left too early for breakfast. Pick up back to airport on time. Had to ask for Best Western reward water and crisps that did come in handy!! Would stay here again.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
CocoaBerkshire, Your comfort and convenience are our top priorities, and we thank you letting us know how we have been successful in our efforts to impress you. Hearing about how our efforts to give you a pleasant and accommodating experience have been successful is very rewarding for every member of our staff and management team. We look forward to seeing you again! Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

I reserved a room at both ends of my trip and left my car there. The rooms were perfectly adequate for what I needed-a quick overnight and a place to keep my car. The rooms have nice engineered vinyl flooring which makes everything feel very clean. They have a separate car lot right behind the building with high wire fencing and bright lights, which felt safe. Only thing they could improve on is the breakfast which was very uninspired, but since the price was right, I didn't expect much. Our flight coming back was five hours delayed so we were worried about being able to get a shuttle at 4am in the morning but they use some kind of service so we didn't even have to wait for the shuttle.Needless to say, after our airline travails(United!!!), it was a relief to get picked up so easily. Clerks were courteous and efficient, and all in all, a good experience.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
aztrav_9, Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is heartwarming to hear of how our efforts to give you a great experience, filled with hospitality, comfort and convenience have been successful. We look forward to serving you again! Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

This place used to be real rough. They have definitely cleaned it up. Some of the bad reviews are from those that might not know how to see the positive in things. What you get is definitely worth the rate you pay.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
realism714, I can't begin to tell you how much we enjoyed reading this review and we thank you for leaving your five star rating of our hotel. We want you to experience the best value for your money, to feel comfortable, and we are thrilled to hear of our success in this ambition. Once again, a big thank you from all of us and we look forward to having you back . Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

9/24/19: I arrived at the hotel at 3:30 to check in for my two night stay, and was informed they could not allow me to stay because I lived within 30 miles of the hotel! I reserved my room directly through Best Western on 9/18/19 and received an email confirmation # 219972792 the same day. There was no mention of any such restriction, nor did anyone call me from the hotel. The clerk asked for my ID and then pointed to the sign on the wall that said no guests will be allowed who live within 30 miles. I asked her why I was not informed of this when I booked my reservation, she shrugged her shoulders, I asked what I was supposed to do, she said "I don't know", I asked where supposed to stay she said "I don't care". It was all I could do not to burst into tears in front of all the people standing in line at the front desk. I am disabled, and it's very difficult for me to go anywhere or do anything on my own. This was supposed to be a little get away for me before major surgery. The room I reserved had everything I needed, a great big bed, fridge, microwave and coffeemaker, but the biggest draw for me was the jetted tub. I was thrilled when I found a room so nice in the small budget that I can afford. I managed to arrange a ride from my home to the hotel, and a pickup when I checked out. All of this was not easy for me. And it was all ruined. Worse yet, the attitude of the clerk was beyond awful. To be treated so shabbily in front of all those people. When I got home, and calmed down I called the Best Western reservation line. Customer service opened a case and said they would get back to me in 2-3 days. They told me that their hotels are independently owned & operated, so local policies are not known by the main reservation line. However, local management should have contacted me when they received my reservation with my home address. Finding out while standing at the front desk to check in, is poor management at best. I wonder what is really going on with this local policy? Is it a way that they can turn away disabled customers, legally? I mean who cares where someone lives in relation to the hotel? What if I lived in an apartment complex, and had to stay in a hotel due to repairs to my unit or something? There are all kinds of reasons why someone chooses to stay at a local hotel. Mine was a vacation before surgery, and now its been ruined. Because of this I doubt I will ever choose to stay at another Best Western property, no matter where it is.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Lionesse, Thank you for taking the time to write this review and share your experience. I am very sorry to hear that you encountered such unusual circumstances and inconveniences during your most recent experience with us, especially that we were not able to address the issues and misunderstandings right away. We hope you'll return someday to see how we have addressed and improved upon the issues that you have expressed, thanks to your valuable feedback.

Re: Booking #2588465774 Booked through Southwest.com in partnership with Booking.com We showed up about 7:30p to check in and were told at the front desk that we could not stay there because our home was within 30 miles of the hotel. I booked this hotel on 8/25/2019, received a confirmation, and communicated directly with the hotel via email. Not once, until we showed up at the front desk, was I told that we could not stay there. Amazingly the hotel was mostly empty and we were still denied a room. I received an email from SureStay Hotel at 7:59p on 9/10/2019 that the hotel could not accommodate us because we lived within 30 miles. As it happens we live during the Summer at Munds Park, AZ, well over 100 miles from the hotel and had driven down to Phoenix and SureStay to overnight before our early early Southwest flight, departing at 5:45a on 9/11/2019. Needless to say we are extremely unhappy with Best Western and SureStay Hotel! It is highly unlikely we will EVER use Best Western again for lodging and certainly not SureStay Hotels! To give us a confirmation and then not rescind it until AFTER we're standing at the front desk to check in is inexcusable! Margaret Fitzgerald

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Margaret F, I am very sorry to hear that you encountered such unusual circumstances and inconveniences during your most recent experience with us, especially that we were not able to address the issues and misunderstandings right away. We are working to address all of the issues that you mentioned and we thank you for taking the time to share your experience. We understand that you are hesitant to return based on this experience, though we hope to have another chance to impress you in the future

Ac not working, housekeeping just talking and forgot to do my room, had to go up to housekeeping and tell them to clean my room , ac was hot and it was like 100degrees. Not going to stay definitely no more always stay in best Western but these one ac was not working

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
gemende86, I am so sorry to hear about the difficulties that you experienced with the Ac. We wish you would have informed the front desk staff regarding this matter, so we can transfer you in a room that suits your comfort. Thank you for bringing this matter to our attention so that we can make sure no future guest experiences the same inconvenience. Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

i highly recommend this property-clean rooms, great staff, stayed by myself and felt very safe and comfortable. will stay there again whenever in phoenix. Lived in phoenix for many years so know the neighborhood which has completely turned around. As i myself work in a hotel i can say this is one of the best for the price.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Good day patsy312! It is always exciting for us to read such positive reviews from our valued guests and we thank you for leaving your five star rating of our hotel. I'm glad that our services, hospitality, and accommodations exceeded your expectations and hope that you experience the same comfortable stay during your next visit! We hope you're looking forward to your next stay as much as we are! Kind regards, General manager of Surestay Hotel by Best Western Phoenix Airport

I had to be in Phoenix, mid August, and as a Front desk Manager in another city, I was very impressed with this property. The first impression from the desk clerk was important and came across as very efficient and friendly. As I experience the hotel from a different prospective then a regular guest I was very impressed by the whole experience. It was a pleasure to walk into a room with new furniture and absolute cleanliness. I also took some ideas from this property back to my own hotel. Great experience all around.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
BWRANCHOGRANDE, Greetings from Econo Lodge Airport Hotel. I can't begin to tell you how much we enjoyed reading this review and we thank you for leaving your five star rating of our hotel. It is heartwarming to hear of how our efforts to give you a great experience, filled with hospitality, comfort and convenience have been successful. We're glad you had a great time with us and we look forward to serving you again.

We spent the night here and used the airport parking. The room was really nice, had a huge raised jacuzzi in it as well as a separate bathroom, tub and shower combo. Clean, convenient and reasonable pricing. Neighborhood is not very high class, but the place is extremely well lit and fenced.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hello suptheusa, Greetings from Econo Lodge Airport Hotel. Thank you for letting us know how impressed you were with our services and amenities. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience as a good value for your money. We look forward to serving you again!

The room was nicer inside than I expected from the outside. Budget motel, but decent and comfortable. Room in good condition, clean and quiet. Note about the airport shuttle. The motel uses a shuttle run by a parking lot. On arrival, I waited not more than 10 minutes. For the return, the shuttle is only available once per hour, but Lyft was $7.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
formershrink, It is always a pleasure to receive positive feedback! Thank you for taking the time to share your experience, I am pleased to hear that our hotel was clean and we were able to provide you a comfortable experience the best we can offer in a reasonable price. We hope you're looking forward to your next stay as much as we are!

We were looking for a place near the airport with shuttle service. We really got lucky when we found this hotel because it also offered parking while we were on vacation. The staff at the front desk were friendly and the shuttle service was excellent. It was comforting to know that our vehicle was safe in a locked area while we were gone.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Hello Joanne A, Greetings from Econo Lodge Airport Hotel. Thank you so much for your compliments to our free shuttle service! It is heartwarming to hear of how our efforts to impress you with our hospitality, comfort and convenience have been successful. We hope that your next visit will be another five star experience.

Just a one night stay after a long flight. Pretty average for an airport hotel but they do obviously get a lot of people "passing through". In a good spot, excellent size rooms with parking directly outside your room. Cheap and cheerful.

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
ATM_12, Thank you so much for choosing Econo Lodge Airport Hotel. It is so rewarding to hear that we were able to provide a comfortable, convenient experience and our great value. . Once again, thank you for staying with us. We look forward to hosting you again!

Great price clean rooms with an iron and clean restroom it even had a mini fridge and microwave and very friendly during check in and check out will stay here again when flying out of PHX. Close to airport

Dipesh P, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Greetings from Econo Lodge Airport Hotel. It's rewarding to learn that we exceeded your expectations with the accommodations, hospitality and cleanliness of our guest rooms. On behalf of our entire staff, we thank you for staying with us and we hope to see you again when your travels bring you back to the area!

For the price you pay this airport hotel is adequate . We arrived late off a flight but chose to take a taxi rather than hang around for the shuttle , I have no idea how long we would have had to wait but I can say that from the hotel to the airport the shuttle runs once an hour , on the hour. Anyway the check-in was swift and friendly , the room clean though it smelt a little of stale smoke, in a non smoking room , clean bathroom and adequate breakfast ... for the price. Would probably choose this hotel again if we were in a similar situation.

Tina M, Guest Relations Manager at Surestay Hotel by Best Western Phoenix Airport, responded to this review
Thank you for your kind words GunnHa! It is heartwarming to hear of how our efforts to give you a great experience, filled with hospitality, comfort and convenience have been successful. Great to hear that you enjoyed the value as well; and we are looking forward to your next visit to the area! Have a great day ahead from the general manager of Econo Lodge Airport Hotel