SureStay Plus Hotel by Best Western Watertown, Watertown

We stayed here for a work trip but brought our 2 young children because of the water park. It's a very dated and worn hotel. Desperately needs to be updated. It's very loud, people walking/talking in the hallway. You can hear the people in the room above us just walking around their room. I feel like the walls are paper thin. The water park is very nice for small children. Rules aren't not enforced, people with food/drinks and very small children in hot tub. Doesn't seem to be much order, but my kids did enjoy it. The breakfast is short, only 7:30-9:30 and the staff dish you up bc of covid. Not sure that is necessary. The staff dish up my food but there is no one going around wiping/disinfecting tables after use, so what sense does that make?

I stay in hotels on a regular basis. I checked in at 7pm after driving all day. Garet checked me in and attempted to make me pay for my room. My company always pays for my hotel. My travel agent had confirmed everything earlier in the day, so I knew there wasn't any issues. I informed him they paid and I don't need to pay. So I said are you sure?? If I have to call after hours, my travel agent charges me. So I call said travel agent. As she is CONFIRMING they were paid, suddenly Garet could see my reservation was paid. Then I get to my room to find someone's nail and hairs in the sink. Called down to inform Garet and he let me know housekeeping was gone for the night. Wow!! So I cleaned the sink so I could use the sink.

IHG Service, Owner at Holiday Inn Express & Suites Watertown, responded to this review
Hi Qweenb03, Thank you for your visit to Holiday Inn Express and Suite Watertown. Our hotel is the best place for a simple refreshing stay. I read your remarks and I am sorry for the inconvenience at check-in, the room cleanliness, and the reaction of our staff. I know this is not what you expected from us. I shared your message with our managing team and took the necessary steps to prevent these issues from happening again. I sent you a message so we can discuss your stay further. We invite you to stay on your next trip. Regards, Oscar C. Case Manager IHGService

Cancelled my trip and was told I did not need a cancellation as they were busy at the time, but that they would take care of it. NOT TRUE, my card was charged and when I politely called 4 times, I was told by the Manager that she would get back to me and that I should have had a cancellation number, but that she would look into it and call me back. Instead of handling the situation, my calls have been ignored. Will not book there or recommend to anyone if that is how the customer service is handled. Will delete my review if I actually get a call back and this taken care of.

Back in the area for meetings and checked back into this hotel. The hotel is using several COVID measures to make our stay safe. As usual, the front desk staff were friendly and helpful. Our room was clean and comfortable. On our return to the area, we will stay at this hotel again. Travel safe...

We stayed here while attending meetings in the area. The front desk staff was friendly and the lobby was inviting. The room was large and comfortable. Breakfast was handy. I especially liked the personal note from the GM at check-i .

h20town2, General Manager at Holiday Inn Express & Suites Watertown, responded to this review
Thank you for your review. We greatly appreciate your feedback and are very happy that you enjoyed.