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Booked this hotel through Booking.com as it was rated 4.0, Very Good, just for a quick overnight stay before a very early flight out of Phoenix. We had no idea the location of this hotel but with the reviews and the pictures listed, it looked great. DO NOT book this hotel! The pictures are very misleading and there was no way I was going to stay here as it was in a terrible part of town and I did not feel safe at all. I called to see if I could cancel the reservation but was told I could not and would have to pay the full night's fee whether or not I kept the reservation. I cancelled anyway and just ate the cost and went to another hotel where I at least felt safe being outside of my car!! TRAVELER BEWARE, go somewhere else!!
Dear elainelJ2790YK, Thank you for taking the time to share your feedback regarding your recent experience. We understand how important location and safety are when selecting accommodations. While we strive to provide accurate representations of our property, we sincerely regret that your expectations were not fully met during your stay. Your concerns have been noted and will be shared with our management team for further review. We appreciate you bringing this to our attention, as guest feedback is essential in helping us improve. We hope you were able to find a more suitable option for your needs. Warm regards, Guest Relations Specialist
This was one of the worst hotel experiences I've had. The staff were unprofessional and unhelpful, and overall the service felt unreliable. I would not recommend this property, as there seemed to be a lack of genuine care for guests.
Dear VadimR133, Thank you for taking the time to share your feedback with us. We sincerely regret that your experience did not meet your expectations, particularly regarding staff professionalism and service. This is not the standard we strive to provide, and we understand how disappointing this must have been. Please know that your comments have been shared with our management team for review and follow-up. Feedback like yours is invaluable as it helps us identify areas where we can improve and better serve our guests. We appreciate your insights and hope that you might consider giving us another opportunity in the future to provide a more positive and improved experience. Warm regards, Guest Relations Specialist
Very clean, comfy bed. Those are the main things I care about, and safety. While this is in an industrial area, you are smack between the airport and the greyhound station. Not much in the way of eating, a Jack in the box down the road… Friendly staff, and cold continental plus breakfast options. Cereal, yogurt and toppings, assorted breads, muffins, bagels, fruit and boiled eggs. Juice, coffee, milk, also.
Dear oregonbeach, Thank you for sharing your feedback regarding your recent stay. We're glad to hear you enjoyed the cleanliness, comfort of the bed, and found our staff friendly. Your insights about the location and breakfast options are valuable, as we strive to offer a convenient experience for our guests. We appreciate your comments and hope you consider staying with us again in the future. Warm regards, Guest Relations Specialist
Motel style set up with 2 floors that door access right to outside. The STRONG odor of weed in the parking lot was our first tip that this might not be the best place for us. It appeared that a prostitute was in the parking lot talking with a man in a truck. We were looking for an economical place to stay since we had to leave at 3 am to get to the airport. The staff was very friendly, you can tell that want to make it nice. The rooms are decorated nicely, Small pool area with seating was a bonus. . When we left at 3am there are tons of homeless people in the area lurking around the nearby street. Beds need upgraded.
Dear JillF590, Thank you for sharing your experience. We want to apologize for the issues that you experienced, though we are very pleased to hear that our staff was able to make sure that it was promptly addressed and that you were still able to enjoy your stay. We appreciate your feedback regarding the friendly staff and room decor, as we strive to create a welcoming atmosphere. Your comments about the odors and safety in the area will be noted for future considerations. We understand how important comfort is, and hope you found some positives during your stay and had a safe trip to the airport. Your insights are valuable in helping us enhance the guest experience. We hope to see you again soon, to give you another wonderful nights' sleep, and to impress you with the improvements to our amenities. Warm regards, Guest Relations Specialist
Quick one night stay. Super convenient to the airport with a free, on time shuttle. Room was udpated, clean, and quiet (tho I did hear the train in the middle of the night). Left too early to evaluate the free breakfast. The only reason it didn't get a perfect rating from me was due to lack of communication. I had texted the hotel about 2 things: The shuttle, and if they had luggage storage as we would be getting there very early and knew we could not check in early without paying an additional $30 fee (this is clearly stated by the hotel). They answered about the shuttle, but not the luggage storage. I let it go thinking "every hotel will store your luggage." I was wrong. We had to haul our luggage all over town as we Uber'ed here and there. In the evening I called down to the front desk to see if they had coffee 24/7 in the lobby. They stated they did and that we also had a coffee maker in the room. I said great, I'll be down around 4am to get coffee before we caught the 5am shuttle. There was no coffee, and I was told there is never coffee til 6am when breakfast is served. These are 2 very small items that would NOT preclude us from staying here again. I'm sure they were both simple misunderstandings, nevertheless, slightly annoying for me. Friendly staff otherwise!
Dear surftravel51, Thank you for sharing your feedback regarding your recent stay. We appreciate the time you've taken to give us your thoughtful review. We're glad to hear you appreciated the convenience of our shuttle service and the cleanliness of your room. We understand that communication is vital, and we regret any misunderstandings regarding luggage storage and coffee availability. Your insights help us improve our guest experience, and we appreciate your kind words about our staff. We hope to welcome you back in the future for another stay. Warm regards, Guest Relations Specialist
If I could give it 0 stars I would. Staff was very rude. My car broke down and I was stranded and unable to make my reservation. I called and explained and the both people I talked to were rude and unhelpful. I had to eat $176. Horrible customer service. Spend your money elsewhere. I heard they have roaches too.
Dear I7805DIrebeccak, Thank you for your feedback. We take all guest comments seriously and are concerned to hear about your experience with our team. We strive to provide excellent service, and your comments will be shared with management for review. We thank you for bringing your concerns to our attention. We hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Warm regards, Guest Relations Specialist
A very good consistent option in a great location for the traveller. Great value, good service, a nice breakfast and a very good modern room. Ticked a lot of boxes.
Dear Tony W, Thank you for your positive feedback! It means a lot to us that you've taken the time to share this positive experience at our hotel. We're thrilled to hear that you enjoyed our great location, breakfast, and modern accommodations. Your satisfaction is important to us, and we're glad to have met your expectations. 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 welcoming you back on your next visit, where we hope to provide an even more enjoyable experience. Warm regards, Guest Relations Specialist
Worst hotel ever!!!! Doors are broken. No wash clothes or hand towels. The room above I can hear them breathing No sleep here!
Dear 723sherrieb, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. We apologize that your stay did not meet your expectations. We appreciate your feedback and are sorry to hear about your experience during your stay. Our team strives to provide a comfortable environment, and we regret that we fell short in your case. Your comments regarding the room and amenities will be shared with management for further review. Thank you for bringing this to our attention, and we wish you the best in your future travels. We do hope that you'll return to see how we are continuously improving to impress our guests more with each visit. Warm regards, Guest Relations Specialist
This is a clean comfortable hotel not far from the airport but with very little in the way of cafe or restaurant close by but it met our needs for one night, including free parking. The continental breakfast was limited but the bagels were tasty as was the coffee.
Dear christinemQ3899FV, Thank you for sharing your experience. It is so rewarding to hear that we were able to provide a comfortable and convenient experience. We're glad to hear that you found the hotel clean and comfortable and that our location suited your needs. We appreciate your feedback about the breakfast options and will keep it in mind for future improvements. We hope you had a pleasant stay overall and wish you safe travels in your future journeys. 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! Warm regards, Guest Relations Specialist
Worst Best Western I have ever stayed in. No eggs, sausage, bacon, or pancakes. Internet was low quality; had to wait for some things to load. Door would barely close and was squeaking so loud it woke up half the city. It was a motel, with the AC facing the parking lot, so you heard everything going on in the parking lot, including the loud ice machine near our door. The cable TV was not good either. The staff was friendly, but the cost and everything else was just bad. Avoid if you can.
Dear noj329, Thank you for taking the time to complete our online survey regarding your recent stay. It is great to hear from you and I am 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. However, on behalf of our entire team, I would like to apologize for failing to exceed your expectations. We appreciate you giving your feedback about your recent experience in our hotel and we thank you for bringing a number of important matters to our attention. We assure you that we will be doing maintenance checks as soon as possible to work on the things you mentioned especially about the need for repair and improvements. Your satisfaction is important to us, and we will use the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests. We hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Kind regards,
Very convenient for an early flight out of Phoenix airport. Much nicer than I expected. The area is terrible, so plan to enter the hotel parking lot and not leave until it's time to fly out. Room was large and clean and newer than I thought it would be. The only downfall was that it's quite a long walk from the check-in to your room. Also, I was on the ground floor, but I'm not sure that there was an elevator to the second floor. Be sure to ask. Also note that the shuttle only leaves on the hour. They will go 24 hours a day, but only leaving at the top of an hour. Everything went smoothly for me, and I would happily stay there again.
Dear travel-hawthorne, We can't thank you enough for your five star rating of our hotel. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. It was our privilege to do business with you, and it would be our pleasure to continue serving you again . We hope you're looking forward to your next stay as much as we are. Best regards, Guest Relations Manager
The only thing good about this place was the bed and the room was clean, it left little else to offer. The continental breakfast was pitiful. The room was supposed to be handicapped accessible, with no car, it was difficult to walk from the lobby to the room we were assgned for handicapped assibility. The only thing that was for a handicapped person was a couple of bars to assist one going to the bathroom. The floor in the shower an surrounding area had no grit on it, it was like sliding on ice once wet. They has a sign that said slippery but how is that supposed to help? Anyone without a vehicle would have to order food in and nothing is close as it is an industrial area. They share a shuttle service with another group so make sure you reserve it if you choose to stay here. The cost was low but so was everything else.
Dear clairebY3255LA, Thank you for taking the time to fill out our online survey. It means a lot that you've taken the time to rate the positive features of your most recent stay with us. We also appreciate your ratings for the categories we can improve upon for our guests in our hotel, and we want you to know that your scores are being reviewed. Your voice will help us to recognize our strengths and improve upon our weaknesses. On behalf of our entire team, we thank you for your business, and we hope to see you again when your travels bring you back to the area!
My wife and I crashed here after our redeye flight. It is clean, remodeled with nice updates, and quiet. Not far from the airport. Contemporary decor. Helpful staff when I called the front desk. It's also very reasonably priced. For what it is (an updated motel), it's a good place to stay. Breakfast room was a nice touch, although there weren't any protein options besides yogurt. Peanut butter, for example, would be an easy addition for toast or bagels. I would definitely stay here again.
Dear rhinosaurus, Thank you for sharing your positive feedback on our location,staff hospitality, and clean rooms. I am sorry to hear that you did not thoroughly enjoy the breakfast options, and I want to let you know that we take your suggestions to heart and are reconsidering the available choices. We look forward to serving you again!
One of the cleanest hotels I've seen. Looked recently renovated. Would definitely stay again. The bed was a little firm but for the price it's hard to beat. The gentleman who checked me in was very friendly and accommodating. I was stressing about having a place to park my pick up truck with trailer attached and he let me keep it up front so that I wasnt taking up multiple spots or having to unhook. I'd definitely stay here again.
Dear andrewcM5254XQ, Thank you for sharing your 5 star rating! We are pleased to hear that you found our hotel clean and recently renovated. The feedback about the bed firmness is duly noted, and we appreciate your understanding regarding the price point. It's great to hear that our staff member was friendly and accommodating during your stay, especially with parking your pick-up truck and trailer. We look forward to welcoming you back on your next visit. Warm regards, Guest Relations Specialist
We were very pleased with our experience. Everything was as it said and looked online. Room was very clean. Comfortable bed and pillows. Nice shower pressure. The breakfast was good, lots of options, but no eggs. Staff was very pleasant. Pool area looked nice but too cool outside for us to use. We would stay there again.
Dear marilynbJ8847FN, We're thrilled to hear you enjoyed your stay with us! We strive to provide transparent and accurate information about our hotel online. The cleanliness of our rooms, comfortable amenities, and friendly staff are all key aspects we take pride in. Your feedback on breakfast is appreciated, and we are pleased to know you would consider staying with us again. 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! Warm regards, Guest Relations Specialist
NEVER, never stay at this hotel. Noise was horrific, neighborhood was too sketchy to be comfortable leaving the hotel. Parking in a dirt lot with a chain link fence for security and no lighting. Would never recommend this hotel. Expected more of Best Western.
Dear marlenebO2141JM, We regret to hear that your experience did not meet your expectations. Our location's surroundings are lively yet safe, and our parking lot is monitored regularly. 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. Warm regards, Guest Relations Specialist
Stayed here to be near the airport. Room spacious and clean. Those are the pros. Area is creepy and not worth walking to restaurants, some of which are closed anyway Monday nights. Breakfast is NOT for diabetics!! All sweet and carbs. Teabags crappy Lipton and the coffee tastes weird. Stay somewhere else.
Dear JLB010, Thank you for completing our guest satisfaction survey and sharing your experience. We appreciate your feedback on our spacious and clean rooms. We regret to hear about the inconvenience with restaurant availability and breakfast options. Your comments are duly noted for future improvements. Hope you will consider us again on your next trip for a better experience. Warm regards, Guest Relations Specialist
Don't stay here if you want to sleep. It is noisy, and a bunch of "shady characters" roaming the complex. A lot of lights- too bright. Some noisy tenants outside - I heard someone say, goodnight" to other tenants at 5 am! Find another place if possible. Driving in you will notice that you will need to lock up all your valuables.
Dear ATim58, 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. 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.
Overall a good deal, for the price, which includes free airport shuttle and okay breakfast (no yogurt, waffles, home fries, eggs, sausage) You must eat at the airport beforehand, have food delivered, or have a car. This is a sketchy area to be walking in, which our Uber driver confirmed the next morning. The room was spacious, clean and new with a big flat screen, and comfortable bed. Overall quiet until, we're guessing, the dog guarding the car/junk lot behind barked in the morning. Very much a motel and nothing like any Best Western we've stayed at.
Dear bertiejohnston, Thank you for taking the time to share your feedback with us. We are pleased to hear that you found our room to be spacious, clean, and comfortable during your stay. We apologize if the breakfast offerings did not fully meet your expectations. Our hotel is proud to offer a free airport shuttle for the convenience of our guests in this area. Should you have any concerns about the surrounding area, we advise guests to take necessary precautions accordingly. Your comments are valuable to us as we strive to provide a positive experience for all our guests. Warm regards, Guest Relations Specialist
DO NOT STAY HERE!!! This hotel is a motel, located in a dangerous neighborhood that has people walking around all night long. Had to wait an hour to get into my room, and the absolute worst part- Around 12:15am someone walks into my room and wakes me and my wife up. How does that even happen? Dont bother with the petty prewritten replies that you guys post on here. This hotel is absolutely terrible. Do yourself a favor and book elsewhere.
Dear Guide04420867148, I'm sorry to hear about your experience and appreciate you sharing your feedback with us. Guest safety and comfort are a top priority, and we regret if your stay did not meet expectations. We take all guest concerns seriously and will address this issue accordingly to prevent future occurrences. Thank you for bringing this to our attention. Please keep us in mind for your next stay in the area. Warm regards, Guest Relations Specialist
Chose this hotel because of it's location, we found the place to be in the middle of nowhere, and not close to any eateries. The hotel itself appears to be newish, and although goes under the name of Best Western, it doesn't have any of the 'luxuries' of a Best Western, perhaps Best Western express would be a better description. Our room was clean and basic, along with a basic breakfast which was sufficient. The hotel was served with a complimentary hourly airport shuttle
Dear PeterB11369, Thank you for choosing ! We're thrilled you found our hotel clean, shuttle and breakfast layout. I am so happy that you enjoyed your stay and that you found the accommodations and service to be satisfactory. We are overjoyed to hear that you had a good time with us and we are looking forward to your next visit!
Do not be fooled by the title of “best western”, this is NOT your average best western. While this hotel was not a “bad” experience for me, it certainly was not a comfortable, inviting best western. Granted it is meant for airport travelers (and is an airport property, so people are leaving and arriving 24 hours of the day), this place was loud. Doors slamming, people talking/yelling/stomping all night long. The room didn't feel comfortable and inviting. Compared to the previous room I had rented for the night at La Quinta (see other review) this room was a dream, but compared to my other Best Western experiences, I found myself disappointed. The room had been recently renovated, but the shower didn't drain and the toilet clogged every time it flushed. The bed was clean, but not very comfortable. Pillows ok. Towels ok. Toilet paper like sandpaper. 1 cup of coffee. 1 bar of soap. Hard title floor made it feel less comfortable. Overall, I would not stay here again and seek out a more comfortable hotel room to crash at after a long travel day. This place was the bare minimum and I could see how on a bad day when housekeeping did not do a great job, this hotel would get bad ratings. If you are after a nicer room close to the airport, there is a Hilton just down the street.
Dear sarahtD5751RJ, We appreciate your detailed feedback regarding your recent stay with us. Your insights on the noise level and room comfort are valuable to us. Your comments have been shared with our management team for further review. We strive to provide a comfortable experience for all our guests and regret that we fell short for you during your stay. Should you wish to discuss your experience further, our management team is available for any additional feedback you may have. 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. Warm regards, Guest Relations Specialist
Overhead light did not work upon entering the room. Door deadbolt would not lock. Only security of a locked door was the metal door stopper over night. Not dirty or anything but just wasn't my cup of tea. I would not go back it just reminded me of an old roadside motel.
Dear F5134KLjamieh, Thank you for taking the time to complete our survey and share your experience! I am so sorry to hear about the difficulties that you experienced with the door lock and the light. I hope you will accept our sincerest apologies for these maintenance mishaps that you have encountered that you did not receive immediate action regarding the necessity of correcting such issues as quickly as possible. We look forward to impressing you in the future.
Room was newly renovated, breakfast was basic cereal,toast,bagels, didn't use the pool, area was sketchy but shuttle picked us up and dropped us off and felt secure inside hotel area. For price would stay here again if flying to PHX. Front desk were helpful.
Dear LINDAH171, Thank you for rating our hotel so highly! We are delighted to hear that you enjoyed our newly renovated room and found our front desk team to be helpful. It's great to know that you felt secure during your stay and appreciated the convenience of our shuttle service. We value your feedback on our breakfast offerings and will consider it for future improvements. We look forward to welcoming you back on your next trip to PHX! Warm regards, Guest Relations Specialist
First room they sent us to hadn't been cleaned or serviced. Second room had a really Filthy floor turned our feet black after only a few minutes—like coal dust. Tv remote wouldn't work after half hour—low battery? Told the staff about these things at checkout—said they would look into it.
Dear elmR8003CV, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. We are very sorry to hear that your experience with us was less satisfactory due to the remote control, and cleanliness of the rooms at that time, which made your stay less pleasurable. This is certainly not the kind of experience we would like for our valued guests to have. 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.
Good place. Very clean. Attentive staff. Updated. Modern. Quite. Area might put off some people, a couple of vacant lots, some loitering in surrounding streets but not around the hotel. But hotel did feel safe. I walked to restsurants in the are. The lobster place was highly recommended by a nice eldery couple i talked to during breakfast. Airport shuttle very convenient, runs every hour. They had cigarette butt receptacles in the middle median, which I appreciated since I don't like to toss them on the ground. AC unit is somewhat loud. I'm a light sleeper and had to turn it off to sleep. Luckily the room was still very comfortable. I would recommend this hotel.
Dear B4154DMgilbertob, Thank you for leaving your five star rating of our hotel. 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. It is also important to us to hear from you on the AC issues that you experienced so that they can be quickly addressed. 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 bed was the squeakiest/nosiest bed I have ever experienced. There were also small clumps of hair stuck to the towels. I realize it is a budget motel...but it should at least be clean. I will say that the staff were very friendly. The option for the free airport shuttle was nice.
Dear ericlizp, 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. We appreciate your feedback and are glad to hear you found our staff friendly and enjoyed our airport shuttle service. Your comments will be shared with our team for review. Thank you for choosing to stay with us and we hope to welcome you back in the future. Warm regards, Guest Relations Specialist
Do not stay here!! Very unsafe location next to a prison and “transitional housing”. Room was not clean, loud noise due to fights outside all night, no elevator to second floor. Floodlights in the parking lot and poor curtains in the room made it impossible to keep the room dark. AC unit in the room functioned but was so loud that it was hard to sleep.
Dear Rachelsbaum, Thank you for sharing your experience, and I am very sorry for the inconveniences that you encountered during your stay. We would like to assure you that cleanliness and safety are our top priorities, and we have taken immediate action to address any deficiencies in our cleaning and maintenance procedures. 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 hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
I reserved a jacuzzi room, but when arriving was told they didn't have any jacuzzi rooms available. They didn't make any effort to contact me ahead of time to let me know. They offered me a lesser room, but I'd reserved through a third party and prepaid, and they didn't offer any sort of compensation for the difference. It reminds me of the old Seinfeld episode. I don't think they fully comprehend the full concept of a "reservation". They know how to "take" the reservation, they just don't quite have down how to "hold" the reservation. It's a shame because it's a decent property with nice rooms, but this kind of business practice certainly will make me think twice about staying here in the future.
Dear tomdN4541AN, Thank you for taking the time to share your experience with us. I regret to discover that you weren't thoroughly impressed with us during your most recent stay. I am sorry to hear that you did not get to enjoy the jacuzzi in your suite during your recent stay. We will share your comments with our maintenance team so that no other guest has this experience in the future. It is always our goal to give you a 5-star experience, and I apologize for failing to do so. I do hope you'll return and let us show you a far better experience.
Worse experience ever. Unfriendly staff. Late checkin room not ready. Pool not open. Microwave needed fixing. Trip hazard on sidewalk. Limited breakfast items. Ice machine needed instructions to operate. Had to ask 4 staff members before one told me how
Hi Quest194422, 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 our guests to enjoy the breakfast , pool and to find our amenities to be accommodating and convenient. I am sorry that we failed to do this during your most recent stay. Allow me to forward your concerns to our management team so they can discuss this at one next meeting. 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.
I Was not told in advance they are remodeling and did not have jetted tubs room that I booked online. I Was also woken up to constant beeping and other terrible noises from remodeling. Hotels street covered In homeless. Shower was brand new but still leaked water all over floor from improper sealing.
Hi jeffwV5012BT, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. I regret to hear about any inconveniences you may have encountered as a result of our ongoing construction and renovation efforts. I want to assure you that we will take your comments to heart and that we are working hard to improve upon the quality of our accommodations as it is our ultimate goal to give our guests the best value and most comfortable and convenient experience, so we wish that we had been informed of this issue so that we could have relocated you to a more comfortable room. We appreciate the time you took to share your concerns, and I hope you'll return for a more enjoyable stay in the future.
In my opinion, because this hotel is under renovation, it should not be booked out at all. There is no mention of this when you book. The check-in area was missing ceiling panels with wiring hanging down at eye level. The rooms are u heaped and most of the area in the middle is taken up by construction vehicles, large refuse bins and workman. Work stated at 7am so you get woken up to the sound of drilling hammering and vehicles backing up. All this for the full rate and no disclosure! The mere fact that Best Western conduct business on this basis is enough for me never to stay there again!
Hi dougfV3209OJ, Thank you for taking the time to complete our survey and share your experience! I regret to hear about any inconveniences you may have encountered as a result of our ongoing construction and renovation efforts. I want to assure you that we will take your comments to heart and that we are working hard to improve upon the quality of our accommodations as it is our ultimate goal to give our guests the best value and most comfortable and convenient experience, so we wish that we had been informed of this issue so that we could have relocated you to a more comfortable room. We hope to see you again when your travels bring you back to the area!
It was clean and cool for being a motel. But the room smelled like cigarettes, and everything was just okay. I will say there was a mini fridge and microwave, which was nice and unexpected for a motel. For the breakfast you get an assortment of white breads and bagels (kinda stale), old yogurt, and overripe bananas. You get what you pay for. I think I am more disappointed because I didn't realize it was a motel. The pictures duped me into thinking it was a nicer hotel, but I should've known based on the price so that's on me. The shuttle that picks you up from the airport is a little green and white bus that says Sky Harbor something.. it's the same shuttle that goes to a nearby parking lot. So call the front desk to get the details on what to look for, it's not going to say "Surestay" on it. Also going back to the airport it leaves every hour on the hour so plan your checkout time accordingly. we had just missed it and had to pay for an uber.
Hi 359jenniferw, 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 sorry for any misunderstanding you encountered with our shuttle service. We will look into this matter to ensure that all communication is clear and available to our guests in the future. It is always our goal to give you a 5-star experience and I apologize for failing to do so. I do hope you'll return and let us show you a far better experience.
Attention: Rooms being advertised/sold during major motel construction renovations. Dusty conditions inside room and outside covering vehicles and room furniture. No room fridge or microwave amenities available (for Meds). No ice machine working for summer desert conditions.
Hi dand917, Thank you for taking the time to complete our survey and share your experience! We do apologize for the lacking amenities that you have mentioned such as the fridge and microwave and the and for any inconvenience that may be caused to you. Allow me to forward your concerns to our management team so they can discuss this at one next meeting. 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 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 spacious for the price and renovated. Check out took too long a whole 15 minutes. A lot of people were driving and walking who were not guests
Hi Camacho94, Thank you for your kind comments and 5 star rating! It is great to hear how you have loved our comfortable rooms and our location was ideal for you. It was our pleasure to have you as our guest, and we look forward to the opportunity to do so again.
It's an airport hotel, so keep that in mind - we were staying here because it's within walking distance of the Celebrity Theater. We were told the neighborhood was "sketchy," and yes, that's true. The hotel has a LOT of cameras on site and our experience was fine, our belongings were safe and it was a relatively nice property, even though it was under renovation during our stay. Yes, a little noisy, of course, and yes, I would prefer that banging and drilling started later than 6:30am, though our alarm was set for 6:30am, so that was a lucky break. I'm sure the renovation will make for nice fresh new rooms. Ours was okay. Not enough chairs though. ONE desk chair, other than the bed. Breakfast is very basic, and also, food MUST be consumed in the breakfast space, so we ate elsewhere. Inexpensive, nice that they have a pool, not a terrible experience.
Hi Beakertroyd, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. We are sorry for the inconveniences that you experienced due to the ongoing construction and renovation process going on in our hotel. We hope you'll return to see how we've improved upon the guest experience at the conclusion of the renovation and construction process.
I arrived at this hotel at midnight after a flight delay/cancel because it had a shuttle and was cheap. It delivered - the shuttle from the airport is very frequent (15-20 min) and the shuttle to the airport is at the top of the hour, 24/7. In an industrial part of town with very little around it, and what is around it is quite sketchy - I needed some food and there is a circle-k about 5 minutes walk from the hotel. I was fine but I can see how some might be freaked out by empty lots and homeless people along the way. Not the hotel's fault, though. Room was clean, pergo floors and lots of locks with fantastic loud aircon. Room was renovated but still a bit shabby. It has a nice pool that looked refreshing after arriving at midnight and it as still 100-degrees outside, but I didn't use. Hot water was plentiful in the large restroom and crisp sheets on the bed. The mattress was a bit lumpy, but I slept great and had no issues whatsoever with the hotel. It was also quite full and I would not hesitate to stay here again in a pinch.
We are pleased to hear that you found the shuttle service convenient and the room amenities satisfactory. While we understand the surroundings may not be ideal for everyone, we're glad you had a comfortable stay with us. It's wonderful to know you appreciated the clean room, refreshing pool, and ample hot water during your visit. Should your travels bring you back to the area, we would be delighted to welcome you again.
The hotel was undergoing renovations. My room was clean and in excellent condition. The area was quiet and I felt safe in the room.
We appreciate your feedback on the cleanliness and condition of your room. Our top priority is ensuring a comfortable and secure stay for our guests. If you have any further comments or concerns, please don't hesitate to reach out to us directly.
I am a frequent flyer for best Western SureStay. I've been booking this hotel since the pandemic and have not been disappointed. In this trip I was upgraded to the hot tub room, which was refreshing, The accommodations were so nice. I decided to stay another day.
We are thrilled to hear that you had a wonderful experience during your recent stay at Best Western SureStay. It's great to know that you enjoyed the hot tub room upgrade and found the accommodations to your liking. Your continued loyalty and positive feedback are greatly appreciated. We hope to welcome you back soon for another fantastic stay!
Business trip meeting with buyers for used fitness equipment and loading of trailers of admissible which was line nine minutes away from the hotel
We appreciate your feedback regarding the hotel's proximity to your business meeting. We are glad to have been conveniently located for your needs. Should you have any more meetings in the future, please do not hesitate to consider us again for your accommodation.
We stayed in room 211. Both beds were so squeaky that none of us got any sleep. If someone moved even a tiny bit, the loud squeaking woke us all up. Also, there is construction happening at the hotel. We were warned about it, so we were aware of the potential for inconvenience, but we experienced carpenters hammering on the hallway floor right outside our room at 5:55am! When we called the front desk, we were told we knew about the construction so there was nothing to be done about it, and they hung up. Lastly, the pool was murky and green, and at 8pmwe heard 4 gunshots very close by. Not intending to ever stay there again.
Dear 923lynettes, Thank you for sharing your experience, and I am very sorry for the inconveniences that you encountered during your stay. I regret to hear about any inconveniences you may have encountered as a result of our ongoing construction and renovation efforts. I want to assure you that we will take your comments to heart and that we are working hard to improve upon the quality of our accommodations as it is our ultimate goal to give our guests the best value and most comfortable and convenient experience, so we wish that we had been informed of this issue so that we could have relocated you to a more comfortable room. I assure you that the pool is cleaned on a regular basis, including weekly special treatment and I want to apologize for the state in which you found it. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Front desk was great. Clean rooms, clean property, pool. The hotel is showing signs of needing touch up. plenty of video suvilance.
Dear robertdgrantshotels, 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 take pride in our cleanliness, and our friendly staff as well, though your impression of our hotel is in need of a fresh update. We are also forever working to improve upon the guest experience and I hope you will remember our attributes and return to see how we have improved to impress you even more.
I stayed at the Sure Stay by Best Western the last evening of my trip to Arizona because I wanted to be close to Phoenix airport. The staff were friendly, they provided me with menus for 2 places that deliever food, and they gave me a welcome bag with bottled water and snacks. My stay was comfortable and a great value. I would stay there again.
Dear Julie K, Thank you for taking the time to share this five star experience with our management, staff, and future guests. 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! It is great to hear of how you enjoyed the value and the convenient location of our hotel! We hope to impress you again during your next visit and we thank you for sharing your experience.
When I drove through the industrial area to get to the hotel, I was not expecting much in the way of amenities. But the rooms were clean and modern and everything worked including the cold AC. The staff was friendly upon arrival and checkout. I wanted a hotel that was close to the Celebrity Theatre. I thought the location would be in downtown Phoenix but is out by the airport and the area itself has little to offer. But the motel had a great pool and the grounds were well lit at night which made the hotel look much nicer than a standard motel. Overall, a very pleasant surprise!
Dear Jim O, Thank you for taking the time to let us know how you enjoyed your stay with us! I am so glad that you found our hotel to be clean and convenient and that you enjoyed the five star accommodations and hospitality that we strive to show to each guest, during every stay. We are delighted to know that we gave you a great guest experience during your stay. We look forward to serving you again!
I just needed a room for one night and this hotel was the most affordable I could find. For it's price the room was clean, air conditioning was cold (it's summer time), and the shower was warm and high-pressured. Other than finding one pill that was left behind by the previous guest (probably was an aspirin), the room was very clean. Other thing to explicit warn others, is that at check-in they require a card for incidental charges, and they do not accept Apple Card. Luckily for me, my brother was present with one of his cards to cover for me.
Dear gptachado, Thank you for sharing your rating of our hotel. We appreciate that you have acknowledged our efforts to provide a clean and comfortable experience and I will share your comments with our team, who I am certain will be encouraged by your remarks. We are pleased to hear that you found our accommodations to be a good value for your money as well. We hope to impress you again during your next visit and we thank you for sharing your experience.
Lobby is kind of dark with the blue paint it has, so at first I thought rooms would be small and smelly; but once we entered the room I got surprised on how spacious it was. No foul smells or overwhelming cleaning products smells, bed was comfortable, super cold AC. Water pressure on shower was superb.
Dear nicetrevi, Good day! Thank you for your high rating of our hotel and for taking the time to share your experience! We appreciate your compliments on our comfortable, clean, and spacious room. Guests like yourself are the reason we strive to deliver a delightful stay. Best of luck on your trip and we look forward to seeing you when you return. Take care and stay safe as you travel back home.
We chose this hotel for its close proximity to the airport and the 24 hour shuttle as we had an early morning flight. Our room was quite spacious, well equipped with a comfy bed, and spotlessly clean. Actually the entire property was very neat and tidy and well-lit with motion lights. There are not restaurants or convenience stores close by, so go out to eat or use a delivery service. We would not hesitate to stay here again.
Dear LAX2PDX, Thank you for your kind comments and 5 star rating! It is great to hear how you have loved our comfortable bed and our location was ideal for you. We work hard to provide the best experience possible and are happy to hear you enjoyed your stay at SureStay Plus Hotel by Best Western Superstition Springs Hotel in Mesa. We are all looking forward to your next visit and hope it will be just as enjoyable. Best regards, Guest Relations Manager
Went here because hotel website said was closest to the airport. Well it is if you walk on the runway. So much for google maps. I would never go there again. Very bad neighborhood. Junkies and homeless. Never left room for fear of life. Room was decorated like 1960's Americana and I don't think it was intentional. Front desk staff were not engaging. In fact I asked morning attendant at 3 questions. He never once looked at me. Could only ask yes or no questions and just grunted his response. One long grunt for no and 2 grunts for yes.
DearVacation21526132731, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. 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. I will forward your concerns to our management team so they can discuss this with the team. It is always our goal to give you a 5-star experience, and I apologize for failing to do so. I do hope you'll return and let us show you a far better experience.
This is an old motel in an industrial part of town. It is not a hotel! Room was musty smelling and we got charged $30 for early check in. Horrible motel. Needs lots of updating and a more friendly staff. The person at check in was not at all helpful.
Dear 942doc2017, Thank you for taking the time to rate our hotel. I regret to hear that you weren't thoroughly impressed with our staff and you smell of unpleasant odor that you experienced in your room. 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 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.
The hotel os in a sketchy area. Beware. We had a homeless person aproach looking for money and guys hanging out under street lamps. Another group nearby sniffing something. The hotel itself is fine, ok for a stay before our early flight. our room was partly updated, bed was squeaky but comfortable. It's a motel. Close to airport, shuttle leaves hourly and you have to book it in advance. Book directly with the hotel as the rate per Hotels.com was $50 USD more than the rate at the desk.
Dear NancyE703, Thank you for taking the time to complete our survey and share your experience! I am especially sorry that you did not feel safe. 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. Regarding the charges and your concerns, we request that you contact us and ask to speak to the General Manager to further discuss your experience. We hope to see you again when your travels bring you back to the area!
Screwed up our reservation, overpaid for parking on a stay, fly, and stay, Forced us to pay for our second night a second time after their screw up, terrible joke of a breakfast. The only positive was a great airport shuttle driver.
Dear TrailBlazer442632, Thank you so much for your compliments to our free shuttle service. Though, 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. We are also forever working to improve upon the guest experience and I hope you will remember our attributes and return to see how we have improved to impress you even more.
Noisy trucks were coming and going all night, very sketchy environment. Not family friendly, questionable activities of guests. Non-smoking room still smokey. Staff were just barely there, unengaged, unhelpful.
Dear haileetraveler, 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 are 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. 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 hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Clean, well-maintained property and rooms/bathroom; Quiet area (you wouldn't believe some of the places that I could swear of no sound insulation...or maybe SureStay just has a better quality of guests. Nice breakfast area; Courteous and friendly staff. Clean pool area; Reception area clean and calming. Perfect for when you are tired of being on the road all day.
Dear maryohk, Thank you for your much appreciated 5-star review! 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. Guests like yourself are the reason we strive to deliver a delightful stay. Best of luck on your trip and we look forward to seeing you when you return. Take care and stay safe as you travel back home.
The rooms are open to the outside in a bad area of town. I did not feel safe in the room as a single female. I moved the chair and my luggage in front of the door in addition to my other safety devices.
Hi dburch0101, Thank you for taking the time to share your feedback about your recent stay. We are so sorry to hear about your concern that you did not feel safe. You can rest assured that your voice is important to us and that our staff and management are truly sincere in our promise to ensure our security measures are tight to ensure the safety of our guests. We hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
We're treated like we beg to stay for free. We asked for a plunger they told us someone will bring it upstairs but never did. We called after 3 hours and they said we need to go pick it up in 30 minutes.
Thank you for your comments regarding your stay in our hotel. We apologize for any rudeness that you encountered during your stay with us. We do not tolerate this kind of behavior to or from any of our staff and management and strive to provide efficient, friendly and helpful service to all of our customers. I will forward your concerns to our management team so they can discuss this with the team. It is always our goal to give you a 5-star experience, and I apologize for failing to do so. I do hope you'll return and let us show you a far better experience.
I recommend you find a different place to stay, especially if you are flying. Upon arrival at PHX, I called for a shuttle and was told it would be there at the transit courtesy pick-up shortly. After forty-five minutes of inhaling exhaust, I called again. As it turns out, the “shuttle” is NOT a shuttle but a bus for off-site airport parking, the like of which came around several times. But steps up and load your own luggage? I had three pieces one of which was max weight. I took a cab. This is NOT a hotel. It is a two-story motor inn from the 1960's. A rather large one made for driving up to the room. When I arrived, they gave me a room in the very back of the parking lot. I had to make two trips to drag my luggage that far across the parking lot. In the morning, I saw someone using a luggage cart – why was I not informed? But then AGAIN, two trips that far to return the cart? The room smelled dank. No fan was left on to circulate the air. The bathroom has a dry sewer smell. The bed has an exceptionally tall mattress topper. I am allergic to that foam. There is absolutely no place near to eat or get a drink. I had to take a cab to where the REAL hotels are on 44th. Also, at this “hotel” that is a motor inn, every room's door opens directly into the parking lot. Safety? Then I find out from the taxi driver that it is not a safe part of town. She said the street out front was rift with hookers. We stopped at a Circle K store so I'd have bottled water to drink. The people hanging around were a bunch of druggies. Come on Best Western. You fooled me, but I really think you need to lose this property. The staff is less, much less, than helpful or smiling. At the price of a classy newer hotel? I will never stay at a Best Western again. And I have stayed at some of your properties that are outstanding in Federal Way and Portland OR. So, buyer beware. It pays to pay the additional 20- 40 dollars to be on 44th Ave. At least the outside is well lit.
Hi I3206JJhollyp, 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 sorry for any misunderstanding you encountered with our shuttle service. We will look into this matter to ensure that all communication is clear and available to our guests in the future. I sincerely apologize that you encountered an odor. I can assure you that this is not a typical experience. It is our ultimate aim to impress each guest and your comments and review are very important to us in relation to this goal. 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.
Everything was fine not great but I didn't expect great for the price however I stayed because of the Best Western name but was very disappointed in the bed and pillows , I'm no princess, but I do like to get a good nights sleep! Would never stay again
Hi Brandy B, I want to apologize for the bed and pillows issues and to assure you that this inconvenience has been addressed thanks to your feedback. 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. Your feedback is important to us as we continuously seek ways to improve upon the guest experience in our hotel. Here at Surestay Hotel by Best Western Phoenix Airport, we continuously strive to meet your needs and expectations. We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.
The price was right for us. We only needed a bed for a few hours as we had to get to our destination early in the morning from the airport. Older motel type they tried to improve. Some parts they did will but for the most part it looked dated and a bit cheap. One thing I did notice was the cleanliness of the room...I've stayed in nicer hotels that weren't as clean as our room.
Hi Runningmama90, Thank you for taking the time to share your experience! We appreciate that you have acknowledged our efforts to provide a clean and comfortable experience and I will share your comments with our team, who I am certain will be encouraged by your remarks. We are pleased to hear that you found our accommodations to be a good value for your money as well. Your comments regarding the ways we can still improve are just as important, and we can't wait to show you how we have taken them to heart.
Run of the mill Motel 6-type establishment. Overbooked property then canceled reservation when airplane delayed. No offer of help, just too bad so sad. Totally unprofessional and rude front desk clerk. Would not suggest this place to anyone, especially if coming from out of town.
Hi TravelerK323, Thank you for your comments regarding your stay in our hotel. We apologize for any rudeness that you encountered during your stay with us. We do not tolerate this kind of behavior to or from any of our staff and management and strive to provide efficient, friendly and helpful service to all of our customers. I will forward your concerns to our management team so they can discuss this with the team. It is always our goal to give you a 5-star experience, and I apologize for failing to do so. I do hope you'll return and let us show you a far better experience.
When I checked in the room smelled very strongly as if someone had used a cheap cinnamon air freshner to cover up the smell of cigarette smoke. Not a good combo. There was hair on the floor in the bathroom that was not mine. Once I saw a cockroach I turned around and left and stayed at a different hotel. I was in the room for a total of maybe 10-15 minutes and couldn't stomach it.
Dear 919admin, Thank you for the review and for choosing to stay with us while you were in Surestay Hotel by Best Western Phoenix Airport. I do apologize for the smell of unpleasant odor that you experienced in your room. 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. Feedback like this allows us to improve and move towards providing the best possible experiences for our guests. We assure you to forward this concern to the management for their attention and action.I assure you the best of our services and look forward to the pleasure of welcoming you back for a flawless stay! Sincerely, Guest Relations Manager
After spending two weeks in Tucson, we drove to Phoenix to spend the night before our flight. We looked for an inexpensive hotel as all we were doing was sleeping. This hotel was perfect. Room was clean. It was very quiet. Check in and out was easy. They even had a free shuttle that we didn't use. Would definitely stay here again short term.
Hi sherryl934, 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 great to hear how you have loved our clean and comfortable rooms and our location was ideal for you. Our pleasure to have you as our guest, and we look forward to the opportunity to do so again.
We were pleased with the cleanliness of our room, the eating area when we had breakfast and the facility in general. It was quiet and comfortable. The free shuttle to the airport was convenient and timely. Thank you!
Hi RealtorCindi, Thank you so much for your compliments to our free shuttle service! 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 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 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!
The young man who spoke to me in a quite disrespectful tone tried to convince me that I had booked a smoking room.....my email from Southwest confirming the reservation clearly stated non-smoking...but the young man would not concede and spoke to me as if he was doing me a favor to switch my room to a non-smoking facility. Not a welcoming nor friendly check-in. In addition, the location did not feel safe to explore via walking....on top of not feeling my well-being and comfort was the primary focus for the young man at the desk. Not by a long shot.
Hi Jeanette B, Thank you for your comments regarding your stay in our hotel. We apologize for any rudeness that you encountered during your stay with us. We do not tolerate this kind of behavior to or from any of our staff and management and strive to provide efficient, friendly and helpful service to all of our customers. I will forward your concerns to our management team so they can discuss this with the team. 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. It is always our goal to give you a 5-star experience, and I apologize for failing to do so. I do hope you'll return and let us show you a far better experience.
Location was close to the airport, shuttle service available, slightly far from the downtown but public transport available, staff was welcoming, breakfast would called acceptable, amnesties and cleaning service was outstanding,
Hi Ans00007, 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! We are happy you enjoyed our meal offerings and mentioned we have a friendly staff and our location was ideal for you. It was our pleasure to have you as our guest, and we look forward to the opportunity to do so again.
The bed was comfortable, the room was nice and clean, AC, plumbing, microwave, fridge and TV all worked. Breakfast was busy and decent. Location was good and check in was easy. I stayed here 9/29-10-1-23 would stay again.
The service at the front desk was the worst. One guy was face timing his girlfriend/wife even though there were people waiting in line. Our reservation was incorrect ans they had no interest in trying to make it right. Breakfast was supposed to be included with the reservation, however we were only given one coupon. When we saw the room it was so bad, we did NOT stay there. We ask for a different/clwan room and we were told nothing else was available. We asked to be reimbursed and our reservation canceled. Because we did not cancel with in 24 hours, we we charged for the room even though we DID NOT STAY THERE. We were able to get a room at the Radisson Hotel and stayed there.
Hi romonao2023, Thank you for raising your concerns with us. We are very sorry to hear about the unprofessional act of the clerk. We already informed the management about this for necessary actions. We value our customers well and we apologize for mistake of the clerk. We assure you that this is not to happen again. On behalf of our entire staff, we thank you for your business and we hope to see you again.
Would recommend if you just need a few hours cheap because of a flight delay... wouldn't recommend long term. The staff isn't very friendly and the main office smells not so pleasant. Your room will be clean though.
Hi brittanynpatton, 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 do apologize for the smell of unpleasant that you experienced in the office . It is of the highest importance that things like this are not missed by our staff and mistakes like this should never be overlooked. We are also forever working to improve upon the guest experience and I hope you will remember our attributes and return to see how we have improved to impress you even more.
This isn't a 4 star hotel but when one considers the new pricing of hotels since covid this BW is a good option for the budget minded. The rooms are clean and OK. No frills. Close to the airport and has a shuttle. We have always found the rooms to be quiet and fairly clean. There is also a small swimming pool.
Hi 360JamesH360, 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. We appreciate your compliments on our clean room and we take great pride in the peaceful ambiance that we can provide to our guests. I am so glad that you enjoyed the value and the service. Thank you for choosing our hotel. We hope to see you again soon.
Very convenient for airport. Hotel complex much bigger than the park and fly Best Western we stayed five years ago, very confusing. I had to delete one night because of trip planning miscalculation, cancelled on time but was charged more when we arrived. No complaint cuz room very big and clean compared to others at similar price. Popular place, secured parking lot all full when we arrived. Hopefully our car is ok while we're away, we'll find out and report in next review. Staff very friendly. Front desk manned 24/7. We felt secure though area is a tad run down. Shuttle is an area hotel shuttle, came 5am right on the hour as promised. Location is fantastic, super easy scenic drive to old town Scottsdale, through Zoo and Hole in Wall parkway.
Hi Kay L, Greetings from SureStay By Best Western Phoenix Airport! Our management and staff would like to thank you for giving us a fantastic opportunity to serve you well in every way possible. We are thrilled to hear that you enjoyed our convenient location, our high standards of housekeeping and our friendly and welcoming staff. 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 proximity to the airport and the cost of the room were excellent. The continental breakfast was less than other BW hotels that I have stayed this month but the cost of the room was low. The room was very clean and big. If it wasn't for some rude people checking in loudly after midnight my rating would be higher.
Hi TheSilverFox1969, Thank you for your review, feedback, and comments regarding your stay. 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. I do apologize for the inconvenience that you encountered, though I'm very glad that this did not detract too much from your overall experience. We look forward to serving you again!
They really need to replace the self countered rude young lady at the front counter , other than her it's a perfect place to stay on business trip the rest of the staff is fantastic and the hotel was just remodeled
Hi jasjr57, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! 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 our front desk staff at that time. We value our customers well and we apologize for the mistake of the clerk. We assure you that this is not to happen again. On behalf of our entire staff, we thank you for your business and we hope to see you again.
There was a mistake at their side and an additional cancellation fee was deducted from my account. Many attempts with all evidence from my side present with little care from their side to help. Tried reaching them through Booking messaging, Booking customer support, Phone Call to their reception, email to their supervisor, contacting Best Western Hotels and Resorts. None of them was able to resolve my clear case unfortunately
Hi X637WQahmedi, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. I am very sorry to hear that you experienced such unusual circumstances and inconveniences during your most recent stay with us, especially that we were not able to address the issues right away. I am so sorry to learn that there was any kind of billing issue. If this situation does not resolve correctly, I encourage you to call the hotel to continue this conversation. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If you are allergic to smoke Oder, do not stay at this dated motel. It was clean in the room, lobby floor not clean. The location is near airport but there is no place to walk to. Do not count on the hairdryer to work. Feel apart in my hands.
Hi Livetorate, We are 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 we hope you'll accept our sincerest apologies for the smell of smoke that you experienced. We truly appreciate you telling us about the hairdryer so that we can fix this right away. Thank you so much for taking the time to share this review and for informing us to give us the opportunity to address this situation. Please keep us in mind for your next stay in the area.
Charged 250 hold and kept it saying we smoked in the room. It reeked of smoke but not from us. We do not smoke. They kept the 250 anyway. Scumbags. Called to dispute and they ignored me repeatedly. Absolutely refused to hear us out. Spend the extra fifty bucks and go to a legitimate hotel. Not this dump surrounded by prostitution and bums.
Hi jaxonfour, Thank you for rating your experience regarding your stay in our hotel. We deeply regret to learn that you found this experience to be so terrible due to issues that should have been immediately addressed like the lost items. We assure you that each issue mentioned is being investigated and will be addressed and we thank you for taking the time to point out the areas where we can improve upon the guest experience. Also, we would like to emphasize that our staff are honest people and will never steal anything from our guests. Just to sure, we will be checking our CCTV footages and investigate on this. Please know we are forever working to improve 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.
It was one of the worst experiences I have had in any hotel ever. 1. When I arrived the reception staff didn't want to accept my payment neither with Visa nor my Mastercard cards despite the fact both of such cards are indicated as those hotel accepts in Booking.com when I booked my stay. Only because I insisted I managed to pay with one of them finally. Or rather I thought I paid with one of them (Mastercard), because the next day I discovered that they charged Visa card as well! So they charged me twice for the same service. And they didn't informed me about it when I was at the hotel - I had to discover it myself. They returned the money to Visa card only after serval calls and emails which took around 1 week and spoiled majority of my holidays in the US. 2. They gave me a room with a broken fridge - not cooling when outside temperature was 45°C (113°F). When I asked for a replacement they told me they are fully booked, which was not true. When I told them I knew they were lying, they started explaining they meant there were no non-smoking rooms available etc, when I showed them in Booking.com that non-smoking room was also still available in their hotel they finally said they were lying before also here, but they still cannot give me the properly working appliance. 3. Receptionists said also that every issue needs to be dealt with by a hotel manager and you as a guest have to contact him by email. I send several emails to this manager - both on the payment issue and earlier the fridge issue - to which he never replied...
Hi 280beatam, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. 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. I am so sorry to learn that there was any kind of billing issue. If this situation does not resolve correctly, I encourage you to call the hotel to continue this conversation. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Pretty good hotel nice room and team did amazing job the Breakfast was good and the housekeeper did amazing job and everything else was so pretty good I will go there again anytime well done keep up the good work
Hi danfan2212, 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 happy you enjoyed our meal offerings and we are so glad that you were impressed with our service and hospitality. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!
We needed a place close to the airport. The price was reasonable and the room was satisfactory. The AC was on already which was very good because the temperature outside was close to 110 degrees. We could park right at our door. We had to get our rental car back around 4am and it was an easy trip to the airport. It wasn't a fancy outside but it was fine.
Hi EVGR, Your kind compliments mean so much to us, and we thank you for taking the time to share this review. It is great to hear of how you enjoyed the value and our location was ideal for you. It is our pleasure to have you as our guest, and we hope to see you again when your travels bring you back to the area!
It's close to the airport, so OK if you have an early morning flight, but not very appealing. Noisy air-conditioning, poor bathroom (no hot water to the sink, no plug for the sink, noisy fan), uninspiring breakfast, run-down part of town
Hi Allan W, Thank you for taking the time to complete our survey and share your experience! We want also to apologize if there are any difficulties you have encountered with the AC, and the bathroom please do let our front desk know so they can assist you 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. I'm glad you found our location to be convenient and we hope to see you again when your travels bring you back to the area!
room was clean. I traveled alone but felt safe. I am a senior and had a dumb phone. There was NO PLACE close by to eat and I was unable to use my phone. That and the fact that the shower control knob would only turn so far, I was not able to get a hot shower (or even warm in the AM.
Hi JoyceCNick, Thank you for taking the time to share your experience. We want you to feel at home, welcomed, and safe within a clean environment and we are very pleased to hear of our success in this ambition. I am sorry to hear about the hot water situation. We will address the maintenance task right away for the benefit of our future guests, which hopefully will include yourself.
Poor communication on airport pickup details. We were not given clear instructions on the signage of the shuttle that was to rescue us from 111 degree heat at the PHX airport nor was there any written information on this aspect. We stayed at the hotel on a Park-Sleep-Fly package. (but never again)
Hi duste2014, Thank you for sharing your experience, and I am very sorry for the inconvenience that you encountered during your stay. 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. Rest assured that everything you said will be forward to the management team so they can tackle this issue as soon as possible. Please keep us in mind for your next stay in the area.
Rooms were clean, front desk staff not the most friendly. Seemed like good security on the property. On the first level, window didn't lock properly. No problems other than front desk personnel, but due to location I probably would not stay here again.
Hi 975nolat, Thank you for sharing your experience with us. We strive to give you a wonderful experience, and I am very happy to discover that you find our hotel a decent stay, though I regret to hear that you weren't thoroughly impressed with the location of our hotel. Reviews like yours are extremely helpful in our ambition to continuously improve upon the guest experience and I hope you'll return to see how we grow and evolve.
Clean, friendly staff, and reasonable rates. The only downside I could find was that the breakfast didn't have much for selection...simply fruits or cereal. Also, an extra charge for pets, but no place to take them for a potty break.
Hi grandbanksmisty, 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 appreciate your compliments on our comfortable bed and spacious room. It is our earnest desire to keep you satisfied with our services, cleanliness, staff hospitality and we are thrilled to hear of our success in this ambition. We also appreciate your ideas for improving on our breakfast, and we look forward to serving you again!
Staff Lady Liz somehow didn't get the memo I had indeed paid for a additional night. So she came to my room, nonstop knocking, refusing to identify herself demanding I open up, called a Liar. Terrible experience
Hi 719frenchy, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. I'm so sorry about the recent interaction you had with Liz and apologize that you were not treated with the respect that you deserve. 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 to see you again!
best hotel room i ever had better than top rated hotels, located near airport and all the places i needed to visit Phoenix is my home city thanks SureStay for the great nights stay i will see you on my next visit keep up the excellent work
Hi jjonthego2023, Thank you for taking the time to write this review and share your experience. It is great to hear how you enjoyed the value and the convenient location of our hotel! 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 seek to give each guest a very comfortable and accommodating experience and we are thrilled to hear of our success in this ambition. We hope to see you again soon!
This place is great for whose who don't have a lot to spend with. Bathrooms won't blow you away. Rooms have a big Screen TV and A/C in room. It's great that the room had a nice fridge and microwave as well. Hotel offers shuttle to and from airport.
Hi MarcDevon, Thank you so much for your kind comments and review regarding your most recent stay with us. 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 review, and we can't wait to serve you again!
A clean room is and should always be the standard prior to booking. However, the staff weren't the friendliest and they just looked annoyed when I would ask questions. During my initial call I asked if there was early check in, I was told I could check in at 11am if there were clean rooms made available. What they forgot to mention over the phone was that they charged an additional $25 to check in early. Most hotels I have stayed at did NOT charge an early check in fee, Sure Stay does charge so keep that in mind. The bathroom tub, floors and walls were dirty. Would I go back or recommend this place? Absolutely not.
Hi jasmineparreno, Thank you for sharing your experience, and I am terribly sorry to hear of your disappointment with our hotel. 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 experience. 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.
Flew in on a red eye from philly for super bowl. Easy to find shuttle from airport to hotel. Front desk worker was very nice. Room was clean and comfortable for one night stay. Breakfest was good.
Hi brentmN8357MP, 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. I am very pleased to learn that you enjoyed the breakfast offered at our hotel. We're glad you had a great time with us and we look forward to serving you again.
The location was great, near the Phoenix airport, and walking distance. I arrived late(11pm) and quickly checked in.The room was adequate size for my needs, everything worked well including internet.The breakfast was totally great, but no hot dishes were offered.
Hi Clay E, Thank you for your kind comments and 5 star rating! It is so rewarding to hear that we were able to provide a comfortable and convenient experience. I am very pleased to learn that you enjoyed the breakfast offered at our hotel. We can't wait to give you another five-star experience!
The room was just average and, as in many places, the bathroom is showing its age. The area did not seem very safe and I would not have walked anywhere by myself. But they did offer a 24hr shuttle by request. I got the shuttle at 3AM and it was right on time. However, I sure would have liked a cup of coffee in the lobby.
Hi ginnyo389, Thank you so much for your compliments to our free shuttle service! Unfortunately, we do not always have control of the area around our facilities. I am especially sorry that you did not feel safe. 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. Your comments on how we can further improve upon the guest experience are also very helpful to us. We are all looking forward to seeing you again!
Nice rooms. Very clean. NIce staff. The area around the hotel is not good. Lots of homeless people asking for money, at the Family Dollar and Circle K near the hotel. Would be nice to have a hot option at the breakfast area.
Hi paulsedgwick1, Thank you for your kind comments and review regarding our high standards of cleanliness and hospitality. 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. 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 are all looking forward to seeing you again!
Motel's appearance is not as pictured. The room smelled, even though it was a non-smoking room. The area did not feel safe. I saw someone else's review that it looked like Best Western had bought a flea-bag motel and painted it, and I agree. Cannot believe the price - I would've expected it to be a $59-$69 motel once I actually saw it. Would not stay again, even just for a place to sleep before an early flight.
Hi AVRobinson, On behalf of our entire team, we would like to apologize for failing to exceed your expectations. 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 we hope you'll accept our sincerest apologies for the smell of smoke that you experienced. Thank you so much for taking the time to share this review and for informing us to give us the opportunity to address this situation. 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 hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
This hotel has always made me feel safe. I use it whenever I go to the airport and the rooms seem to get nicer each time I stay here. I think the staff genuinely wants their business to succeed and you can see that
Hi breanabailey, Thank you so much for your kind comments and great to hear that you have loved our comfortable rooms. We want you to feel at home, welcomed and safe and we are very pleased to hear of our success in this ambition. We look forward to serving you again and giving you another five-star experience.
This hotel is surprisingly great for its value and the facility ground and rooms were well kept. Recently refurbished rooms. The rooms are smelling fresh. No mildew smell like some other brands than I usually stay at. The ground is tidy and the outdoor pool is kept clean. this is a a great place if you need something closer to the airport. I learned they have a a shuttle to the airport also. Also the Sky Train is not too far away from the hotel. You can catch the train right to the terminal.
Hi Zakaria Y, Thank you so much for your kind words regarding to our free shuttle service, cleanliness and the fresh smell of your lodgings. We are all pleased to learn we were able to make you feel comfortable and that our services and accommodations lived up to your expectations. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again!
I was very comfortable staying here1 Everything was very clean, staff was kind and breakfast was great! I really liked that they had an airport shuttle so that I was able to make it to the airport with plenty of time to catch my flight.
Hi 2plus1haskins, Thank you for leaving your five-star rating of our hotel. We are very pleased to learn that you enjoyed the breakfast and we are pleased to learn that we were able to meet your expectations in many ways, especially since you found the hotel to be clean and comfortable. I have shared your compliments with our staff and thank you for giving me the opportunity to recognize them for a job well done! 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 staff were friendly and knowledgeable when I asked question. The room was clean, and close to the airport. It was easy to return my rental car in the morning before my flight. The bed and pillows were uncomfortable in my opinion.
Hi gruss2023, Thank you for taking the time to share your experience, we are pleased to hear that our hotel was clean and our customer service was great. We are sorry about the bed and pillows. Reviews like yours are extremely helpful in our ambition to continuously improve the guest experience. Your voice is very valuable to us and we hope you will return to experience the improvements that we are continuously making to improve upon the guest experience with every stay.
Great price and location and free shuttle. I had a 12 hour layover so like no way I was sleeping on the floor of the airport. The Night Shift guy was laid back and friendly. Which I love bc I'm a solo female traveler. Overall didn't feel the absolute safest, bc who does when theyre traveling alone? But like yah much safer than if I was in the airport sleeping overnight.
Hi robinmaeking, Thank you so much for your compliments on our free shuttle service and you enjoyed the value of our hotel! It is lovely to hear that you enjoyed your stay and that you have rated our hospitality and accommodations so highly! We will forward your review of our hospitable and friendly staff to the management. We look forward to your next visit!
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.
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...
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
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.
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.
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.
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.
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
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.
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.
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
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!
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.
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.
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.
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.
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.
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.
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!!!!!!!!!!!!!!!!!!!!!
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"
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.
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.
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!
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!
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.
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
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.
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.
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.
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.
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.
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.
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
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
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!!!!!
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!
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.
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
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.
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.
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!
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.
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.
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
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!
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.
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.
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
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.
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
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.
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
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.
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.
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.
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
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!
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!
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.
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.
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.
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.
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.
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.
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. .
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
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.
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.
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.
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.
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
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.
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!
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. .
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).
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.
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.
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.
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?
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.
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
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.
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.
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
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.
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.
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.
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.
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.
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..
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.
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.
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.
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.
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.
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.
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.
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.
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!
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.
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.
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
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.
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.
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
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.
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.
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...
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.
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.
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!
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.
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??
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.
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.
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.
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
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.
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.
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.
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
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.
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.
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.
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
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.
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.
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.
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!
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.
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.
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.
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.
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.
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.
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.
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.
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.
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!
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."
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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
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
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.
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.
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.
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.
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.
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.
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
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.
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
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