SureStay Plus by Best Western Plano

We requested maid service at least 10 times but only got it 3 days of our six day stay. Elevator was out of order Friday afternoon until Monday morning, I am 72 with bad knees. We have stayed there for five years straight for a week in October. Hotel has gone downhill. Peolpe are nice but unresponsive.

The stay is comfortable. I staff at the front desk are very nice to me, House keeping people did a great job. I really enjoyed coffee that is available 24/7. Breakfast is top grade. I genuinely recommend this motel if you want peaceful stay. Really nice.

Mehak is very nice. She concern about your stay. She is very friendly she told You everythinh about they hotel while check in. Hskp is Nice they came to collect they towle and never bother anybody. Everything is good i love the hotel. Brekfast is also good

3 story hotel, elevator didn't, work 2nd and 3rd floors completely reaked of Marijuana, had to go to 3 floor 2 times during booking process, to find a room for them that was even ready, I have bad knees, so stairs are difficult, i asked for free cancelation and they refused. 1 room they gave me wasn't ready, the a/c was completely out if the wall, they should have known it wasn't ready, especially when elevator is broke.

No wash clothes or hand towel, toenail clippings on the floor of the room, stains on the sheet, hairdryer was nasty and didn't work. Breakfast was lacking many choices. Hallways were nasty….needed cleaning. I was giving BW a chance, since my stay at other ones have been enjoyable! This is one hotel that I will never return to

The parking lot and outside grounds are unkept and trash in the parking lot. Rooms not too bad if you don't mind having shower in the living room part of the suite. Clerks unable to give directions to anywhere in Plano, so bring your phone or computer with gps. Clerks do not know password for computer in the hotel lobby. TV had 3 channels that eventually went out. Was an alarm clock that am/fm radio. Thankfully I always bring a book on trips. Called Best Western, and was very disappointed in their attitude and response to our situation. Said they we "sorry for our experience". Aside from that no other compensation was mentioned. So we are pretty much out of luck with a bitter taste in our mouths, but thankful it was only ONE night! We stayed at the Best West in Tahlequah, OK which was a palace compared to this. I am sure Choice Rewards would have given us points towards another stay or something. Really turns you off to Best Western!

The elevator was broken and I wasn't told that until I had already paid and the clerk gave directions to the upstairs room. My sister has heart hypertension which makes it very difficult to climb stairs and impossible to carry luggage. I am awaiting back surgery and was told not to lift anything. I told the receptionist this and asked to cancel my reservation. She said I would have to call corporate office. I asked if there was help to carry our luggage and she said no, she was alone. My husband had to carry all of our luggage upstairs. When we arrived, there was a piece of trash on the bathroom floor and by the bed, and we had NO towels or cloths. When I called for some, the same desk clerk said I would have to come downstairs to get them. I told her no! The stairs were the problem. She said she could not leave the desk until relief came at 11:00 pm! So, I called the corporate office. While I was talking to them, she arrived with towels and wash cloths, no floor mat, however. Interestingly, when checking out, no one was at the desk. I hunted down the person manning the breakfast bar and he hunted down a clerk. Corporate said the hotel would contact me, probably offer a discount, but I was billed full price. Apparently, the hotel tried to call me while I was in a concert - the reason we were there. I still haven't talked with anyone but the desk clerk. I was so surprised and disappointed because SureStay in Grants, NM was the best stay we had in a long time.

Checked in late at night. The guy working at night was really helpful. He made sure we get good room and have a comfortable stay. The room was nice and clean. Really liked the Bluetooth mirror they have in room. The hot tub in pool was great. All in all had a wonderful stay.

Do not stay here if you or your family need the baseline of a good hotel.. the mildew odor throughout the hotel.. rust in tubs and sinks .. doors do not close properly.. a/c units do not work.. there were no options for breakfast.. definitely not a hot breakfast, more like a continental breakfast

This place is unsanitary. Dirty everywhere. Run away from this place. The pictures on the side look bad but I can assure you that it is 100x worst. I had to clean the room myself, Even after asking and waiting for an hour for them to vacuum the room, there was food on the floor. When it was time to go to bed, when I made the bed, I discovered that the sheets were also very dirty with something stuck to them, and the pillows stank of dirty hair. The whole place is disgusting. Guests leave trash bags in the hallways, which are never picked up. The smell is unbearable. The pool and jacuzzi are a joke and if you want to stay healthy, you won't want to go in.

Worst hotel my life ! Don't stay here is better if you sleep in the car . Dirty, bugs and cockroaches. We booked for two weeks but we left second day . There is nothing to do with RUDE and ARROGANT receptions lady if don't listing and talk up to me while I am try to explain the problems we have in our stay . She answered many time it's no my problem and it's no my job . No towels clean , dirty room , no clean the room daily , no replace towels with clean , bugs in the bed , cockroaches, alarm co2 keep make noise , key doesn't open the door . Dear lady you work for the hotel and you represent the Hotel and it's your job . We asked many time to talk with manager but there is Manager in place and even they don't know when will be in service . They don't clean the room daily and if you have dirty towels you need bring in the reception for get clean one . You deserve report to Properly Standards department because your Hotel it's unsafe .

Kunj helped us out and got us checked in nice and easy, as well as making sure our room was correct! Glad that everything was correct. I appreciate that the rooms are clean and that we were easily able to get a parking spot. Everything was really good!

Great customer service! Especially the lady at the front Twinkle! Rooms were cozy and comfy, location was good close to a bunch of stores, pool was nice and clean hot tub was perfect temperature. The overall cleanliness of the facility was good.

The hotel was a pleasant surprise...very clean, updated rooms, and a great breakfast every morning. I would recommend this place to anyone. From the moment I walked through the sliding doors, I knew I chose the right place. Management really cares about the guests!!!

All the hotel looks very Nice. Specially mehak is very polite she is very friendly. Breakfast service is the Best is hot and delcious. Lobby also looks very Nice and hotel smells very good. Gym is little small but eveything is perfect and very nice

Dated, questionable clientele, prevalent cannabis odors, cleanliness is not a priority and staff need to learn more about customer service. The only positive was ease of a cess to and from the interstate.

It's definitely better than the Baymont by Wyndham that is next door...but that's where the goodness ends. We stayed in room 105 on the ground floor which reeked of pot down the entire hallway the whole time. Grocery deliveries sitting outside of room doors and the room itself while well furnished and laid out was filthy. The caulk around the tub looked like it belonged in a run down abandoned house. There was something sticky on the desk surface. The curtains looked moth eaten. My grandkid did like the mirror with bluetooth but was also unnerved by the idea that because of the bluetooth and wifi someone might be watching her. The walls were chipped and even a stray bottle of shampoo was trapped behind the leg of the desk as well as some blue bug pellets sprinkled behind the door and couch.The doors and trim had been painted so many times they were dripping with thick cured paint. The front desk person was named Prashant and upon initial check in was very friendly but the first mention of an issue and he smirked at me arrogantly and brushed me off suggesting that if I had an issue I should call the 1-800 number. So I did, the customer service person at the 1-800 number asked me to hold while she called Pashant and after a lengthy phone call I was offered a refund for the remaining days and I left the hotel in favor of a different hotel for the duration of my stay...and they still charged me a fee for leaving early! All this to say, this is all my fault. I normally stay at high end hotels but I took a chance here because were staying at very pricey places next week in Colorado and a very very pricey place in California next month for 10 days..so I was trying to stay somewhere less expensive on this one trip..and all it did was remind me that you get what you pay for...and I still feel ripped off for having stayed at this hotel. It was gross. I feel like they owe me money for even having walked in here.

Upon arrival my room was hot so I turned the temp down and then proceeded to take my kids to the pool. An hour and a half later we returned and the room was still warm. So I called the front desk to ask about fixing it or getting a new room and she stated “that's too bad you shouldn't have waited 2hrs to report it, you'll have to wait until the morning I don't have any available rooms, that's your fault”. After walking downstairs to explain I can't have my kids sleeping in a hot room I noticed she has let her friend come inside and use the washing machine for her personal clothes and was talking loudly with the friend about me. As i was asking her to double check room availability, she was letting other people go before me and asking me to wait even though i was there first. Somehow she found an available room after first stating the hotel was “completely booked”. She called me a bitch and got her friend to yell and curse at me with her. I will never stay here again! BEWARE! HORRIBLE CUSTOMER SERVICE!

Me and family woke up with bed bugs manger was aggressive would not return money nor reimburse for lose off clothes

Very nice hotel. Staff was friendly especially Twinkle. The staff is prepared to provide anything you might have forgotten. I would definitely stay here again Definitely would recommend to a friend. The brand is well represented. Well done!

Corporate should go here immediately and consider removing thier name from this property Mold smell everywhere flying nats in the bathroom no hot water screens from the windows off and sitting on the ground unkept landscape, looked like an old hospital beat up furniture drains not attached/rusty electrical mayjem hairdryer smelled like it was going to catch fire to much to mention its Horrid and the front.lobby is set uo lile a.cheap 5 and dime Nit a best western experience at all It should be condemmed MAHEK was nice and recognised me as a diamond select member thats the only positive I can think of I dont.write reviews but this one you need to be aware the photos you see online were taken years ago this hotel looks nothing like this now!

This hotel is the best in the Plano area, I always enjoy my stay here. I felt very happy on that moment when mehak told me that she's the manager of the property now, and she deserved this position. her smiling face and the way of talking attracts all the customers

Pass through door between my room and the next room would not stay shut, locking mechanism was not there and hole in door was covered with blue painters tape. I was assured by front desk that the door in the other room couldn't open so all was fine. It didn't feel fine! Closet doors were missing, curtains were not fully hanging on rods, toilet seat was loose and about to fall off. Bath tub drain would back up while taking a shower. I was scheduled to check out on the 10th. I was working nights and got to sleep about 8am on the 9th and was called before noon by front desk that I had to move rooms because of maintenance that needed done. The person calling wouldn't listen to me explain that I just went to sleep he then came knocking on my door to get me out of the room. I decided to check out and not move and while at front desk I heard the Manager lady asking him if room 126 was out of the room yet, while they were dragging mattresses and bed frames through the lobby to the other side of the hotel while guests were watching what they were doing and laughing. Very, Very unprofessional atmosphere at this hotel that I have used for the past 10 years. Quality and service has severely declined and is now being operated on the level of a Motel 6 or worse. It is sad to see that the Best Western brand has declined to this level.

Called ahead of time to make sure pool would be open. We had an issue on one of the days (the main day we were planning to be in the pool. Tv didn't work, the phone didn't work, not many outlets, some of the lights did not work either. Staff offered to move us rooms but not until I had to complain for the third or fourth time and I checking out the next day there was no point and was just a huge inconvenience…

The decor is dated and the carpeting is old. Elevator smelled like motor oil. Room had a few broken things and were reported to the front desk upon checkout. Walls in the room were dirty. Swimming pool had brownish/green water, or the bottom was dirty. Breakfast had the basic stuff, but no whole wheat bread, no oatmeal, no waffles and only 1 type of fruit. However, the bed was comfortable and the staff was friendly.

All the bed sheets had stains on them it was really dusty and dirty and there was dog poop next to the air conditioner And bad staff.

MAHEK IS AN AMAZING EMPLOYEE, every hotel needs managers like her. Our stay has been amazing, we have been at a lot of hotels all over the us, and this hotel has a great breakfast, and everyone is very polite and accommodating to me and my two dogs, we will be back!

Very good and big rooms . I really appericate the good services of the front desk lady mehak she is good understanding and very supportive. Brekffast is good. Coffee is 24hours that is the Best part of the hotel and lobby looks clean and hallways smells good

The rooms are very Nice as what You paid You Will get. Front desk staff and the manager of the property is the Best. She is very Nice her name is mehak she is very hsrdworking and Nice with all the people i Will highly recommend this hotel to all My friends

The hotel is at the best. I'm staying with my family here for almost 3 months. And the hotel's services are the best. Breakfast is the best, everyday different breakfast. Front desk staff is good, Mehak & Rocky provide us very good rate both are very understanding persons. The pool is fabulous. All and all the best hotel in the Plano area.

The manager at the front desk, Mehak, I Believe was the best!! She was every where in the hotel. She was cleaning up a mess from the storms in the lobby very late at night, I seen her doing housekeeping, carrying laundry and supplies. She was so hospital and welcoming

I was very pleased upon my stay at the sure stay by best western hotel. Everything was comfortable and appealing with the size,quality, and cleanliness of the room. And the lobby was very clean as well as the breakfast being appetizing. I really enjoyed my stay!

The hotel is looks nice. The lobby área is ver nice. Mehak manager provides good service. The housekeeping ver nice as well. And hallways smells good and they alsoo have the gym and gym also ver clean. I'll recommend triste hotel to all of my friendo and family

So I stayed at the church they last year and it was very pleasant so We decided to book rooms this year again at the sheriff's late for our seminar we normally stay here for about 5 days and as I walked in it was very pleasant to see that they had obtained their liquor license the lobby was extremely clean and bright and very welcoming and as always Mahek greeted us with a friendly smile she's always so welcoming and always so pleasant no wonder they have Made her the new GM of the Facility it suits her very well as always she looks like she enjoys what she's doing and it shows we will most definitely again next year book the same room and wish this facility nothing but the best keep app the good work guys

The overall stay is perfect, hotel looks really very Nice and staff maintained it very well, lobby looks very Nice and the atmosphere is good rooms are very clean the hallways smell good too. Mehak at the the desk She's the Best manager. I'll surely recommend this hotel to all for who ever comes to plano area

The rooms are very clean, lobby looks very nice, they have coffee 24 hrs. The front desk manager Mehak she's really very nice with all the guest here. I personally recommend this hotel too all because of the good service and good environment. Ask Mehak for best price and good services. She'll help you out with the best deals.

My stay was overall pleasant. Clean room, the staff was friendly and attentive. Didn't have to worry about to much noise, it was relatively quiet. Breakfast can use a broader menu. I don't eat pork so for me my options were limited.

This hotel is so gross! The shower/ tub is either rusted or covered in some sort of red orange stain, we couldn't/wouldn't shower. The entire building stinks of chemicals so strong our noses were burning and we had headaches. We stayed less than 2 hours and checked back out because we discovered the bedding was dirty and covered with strangers hair.

You are greeted at check-in with the requirement for a $50 "security deposit" which they hold for several days. This is not mentioned on the web site. I was insulted and I would not do business with any hotel that required this. Also, the heating/cooling unit in my room was in need of repair. Breakfast was below average.

Breakfast option is below average. We have stayed in other Best Western Hotels in the past, where the quality of food is much better. We had an issue with toilet flush, which wasn't working. Had to change rooms in the morning, which was very inconvenient to me and my wife. Beds were not that comfortable.

This was my first time at a Best Western Sure Stay hotel, and I was quite satisfied. While slightly "worn", the room was nicely appointed and clean, and the bed comfortable. The breakfast selection wasn't broad, but the offerings were good. Although a fairly frugal traveler, I spent a little more than I typically spend to stay here … but I was glad that I did. I would certainly return.

Cutlery for eating food was missing, which gets annoying. Basic slippers are needed to move around, should be taken care off. The restroom specially the bath tub needs to be cleaner. The staff was great but i have not had great experince with breakfast. I avoid even trying trying the breakfast as it is not a great experince.

Never will I ever stay at a Sure Stay. It left me marked for life. First time experiencing a stench of illegal use through hallway. I had kids with me so if I covered my nose that says a lot. I'd feel awful for infants and toddlers experiencing this. Stayed 2 night & switched 3 times for toilet not flushing. I notified front desk of issues. Then, the breakfast is not all that unless you like powder eggs. The only good thing was the coffee. The beds were comfy, pillows need to be switched they look small. Plus, sleeper sofa was in room. Due to the bad experience at this hotel, I'll only stay at the original Best Western hotels.

Pet hair balls everywhere dirt in the tub room smelled on dog urine toilet didnt work $101 for a night of living hell.. this place is equivalent to a ghetto motel. This should have only cost $40-50 a night.

Appreciate the respect from the staff! I am an artist as well and had to borrow a pencil sharpener for my charcoal pencils and Sarah was so nice to allow me use of the office sharpener and made me feel so happy to have an automatic sharpener and made me feel like I wasn't just a stranger when we stayed!

The only good thing that came out of the stay at this particular hotel was that Jacalena (?) checked us in. Her charismatic energy and customer service is top notch. Now, the facility on the other hand was without hot water, and apparently had been for a few days before our arrival. Only we were to be notified until AFTER we had arrived, checked in, and paid. And it was too late to go any where else. I understand, things happen, that's a part of life, but at least offer the customer some type of discount, or heads up. Management really dropped the ball on this one, but I guess that's what happens when ethics fall through the cracks and everything is about the customer's dollar.

Jacquelina was exceptional. She assisted us with some special needs without a skip of a beat. She was friendly yet very professional and speedy without us feeling rushed. That's very hard to find in today's world. We just really enjoyed our stay. With the troubles we had while in the Dallas area during our stay, it was really nice coming back to the hotel and feeling welcomed and relaxed.

Location very easy with restaurants and markets all within walking distance. Rooms large and very clean and house keeping attentive. They also are not intrusive - pool is clean, breakfast is a bit better than the usual that you get other mid range hotels. The front of house staff are fantastic and friendly with lots of advice and help. Only one was well below par who was absolutely a "not my job" person with atrocious customer facing skills - if you get her then dont bother asking anything, wait til the shift changes and all will be well, everyone else is a dream. So - overall, very happy - clean, big rooms, fridges and miscrowaves in all rooms, large rooms, beds are proper King size and everything feels new. DO book here - DONT book across the street at the Baymont as you will absolutely regret it!

Make sure that you check where you are staying. I promise you, saving a few bucks here may not be your cup of tea. And make sure you don't want eggs for breakfast unless you are into the hockey puck style eggs on the frozen sandwiches in your local grocer.

This is not a safe place do to surroundings.turnover is high all the good staff is gone. Owner has no clue how to run a hotel. Outdated,rundow,dirty. Bring your own pillow theirs are terrible will never go back and will never recommend.

We asked for trash and towels only. The first day we had the room cleaned. We were excited they would go above and beyond for it. The next day only towels and they were just thrown on the countand knocked over a lot of our belongings including a bottle of perfume I just bought and it literally had almost nothing left in it by the time we got back from work. The last day no trash or towels at all. The elevator and our floor smelled highly of weed. The smell even came into our room. We did have an extremely loud walker above us when we asked if something could be done nothing happened. Apparently the front desk clerk went to listen and heard nothing. We could hear stomping the entire time. From 2 am until we left for work on we hardly got any sleep. The man standing at the desk said unless he can hear it there is nothing to be done. Like really? My husband is a manager for a hotel and he wouldn't let it fly. He would of called them to ask not to walk hard on the floor. Speaking of floors there is so many buckles in the floor some spots I was scared to walk on the floor. They only had one rolling trolley for the entire hotel we ended up having to carry all our stuff to the car. As a family of 3 we and staying almost a week we had quite of bit of stuff. The men staying at the hotel were both drunk and obviously high they didn't care of there were other guest. You conversations through the walls. A few of those conversations were extremely inappropriate especially for a 9 year old. This used to be our favorite place to stay. In September when we stayed there they were going through management changes apparently which was understandable but it has gone way down hill.

Quick in and out on the way to a Jason Isbell concert. Room was nice, but we were in and out. The staff, especially the lady who checked us in was delightful. Have used this property before and highly recommend it

We moved to another room due to noise and odors. Both rooms had broken refrige & they exchanged it same evening. Staff failed to call if the TVs couldn't be fixed. So family had to stay another night.

When I woke up I had bug bites on my left arm. I woke up to look for whatever was biting n didn't see anything. I reported to front desk. And lady just said okay I write down I showed her my arm felt like she didn't care

Old Best Western with new name. Hopefully, new name will be followed by new things inside: door handles and latching mechanisms very old--barely work, no usb ports for charging phones, etc. Bathroom actually had old fashioned rubber bathmat to put down in tub (!). Bed was fine, room size nice and big, frig, microwave, TV all okay. Breakfast was average.

The hotel was a good deal for a decent price. The room was clean although the blow dryer was broken and they were unable to replace it as it is secured to the wall and they did not have a replacement. They were unable to move me to a different room either, but I managed. The breakfast was the usual fare: scrabbled eggs, bacon, assorted pastries, cereal and juice. The A/C worked well. I would stay there again if I needed a place to stay in Plano.

I now understand this hotels ratings. When I looked at TripAdvisor before I booked, it seemed to be a lot of very mixed reviews. One even calls it a Kings Palace. It's not bad per say. It's an older building that they've worked hard to update. We saw a lot of the updated paint, TV's and carpets. But our bathroom door was literally 1/4 eaten by water damage and age. Our tub was stained. The sofa sleeper was stained. The pool had bits of pool siding that we constantly fought off of our feet. But the pool was warm. The hot tub was great. There's a solid work out room on the premises. I think our greatest concerns were when we asked for pool towels (for five of us) and the front desk attendant gave us two—he told us that was all he was allowed to give and that they can't keep towels at the desk. We made it work. But this morning, my husband took our three kids to breakfast and was standing IN LINE at 8:50. It was exactly 9:00 when he made it to the front of the line, through no fault of his own…. The breakfast host refused to serve him since breakfast ended at 9:00. She was “kind enough” to give him 6 pieces of bacon for our kids. While this property has no control over properties near them, the Quality Inn next door was FULL of partying from last night until this morning. Walls were thin and we heard a lot of it. We were on the first floor and I worried about shootings, but that's just me. So this wasn't a bad property. It wasn't a bad stay. But we definitely won't be back again.

Excellent place to stay in Plano. Everything was a plus plus. Very friendly staff! Every member we met spoke with us. Room was large, equipped with everything we needed, and super clean. We will definitely stay there again anytime we are even close to Plano. Just to suggestions to management: place a bench outside by the smokers ashtray, and some thing on the bottom of the tub to reduce slippery surface.

The room is nice enough but I spent the entire evening trying to get on their Wi-Fi. When I called the front desk they said that some of the rooms furthest away from the router don't get access. They should put that with a disclaimer when they say they have free Wi-Fi.