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SureStay Plus Hotel by Best Western Lexington, Lexington

2241 Elkhorn Road, 40505-4839, Lexington, United States - Ver en un mapa
SureStay Plus Hotel by Best Western Lexington - Vista Exterior El SureStay Plus Hotel by Best Western Lexington se encuentra en el centro de Lexington. Venga y disfrute de las mejores atracciónes turísticas cerca de nuestro hotel. Precios bajos garantizados y ofertas exclusivas.

El SureStay Plus Hotel by Best Western Lexington de Lexington, Kentucky, le ofrece un acogedor segundo hogar con acceso gratuito a Internet Wi-Fi, un desayuno caliente gratuito servido cada mañana y un atento personal que se encargará de llamarle por su nombre. Todas las habitaciones cuentan con nevera, microondas y un televisor con pantalla plana con canales HBO® gratuitos. Nuestro hotel se encuentra situado a solamente unos minutos del Hamburg Pavilion y cuenta con una gran variedad de tiendas y restaurantes en las proximidades.

SureStay Plus

Hotel by Best Western Lexington

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Los puntos fuertes del hotel

  • Aire acondicionado
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  • Aparcamiento gratuito
    Aparcamiento gratuito
  • Recepción 24 horas 24
    Recepción 24 horas 24
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Opinión de nuestros clientes

en asociación con tripadvisor fr
Basado en la opinión de 1001 huéspedes
NOTA EMITIDA
Excelente
202
Muy bueno
307
Normal
225
Malo
130
Pésimo
137
CONSULTAR LA OPINIONES PARA
Con amigos Con amigos
93
De negocios De negocios
132
En familia En familia
471
En pareja En pareja
195
En solitario En solitario
83
NOTAS RESUMEN
Limpieza
Ubicación
Habitaciones
Servicio
Calidad del sueño
Relación calidad-precio

"Worst Stay"

1
User 17/09/2019

This was THE worst hotel stays that I have experienced. My initial room smelled like smoke (that was supposed to be in a non smoking building ) the room was not clean, went back to front desk was given a different room, but it did not have a refrigerator in it and the bathroom was in clean. The doors was inoperational twice while there. And my TV went out for a while on my last evening there. I was given a 10% discount per night which was not nearly enough for all the trouble I encountered. If you can help it, PLEASE do not stay at this hotel.

SurestayLexington, Hotel Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Dear Guest, We absolutely regret the unpleasant experience you had during your stay with us. This is not the kind of experience we want to provide to our guests. We take feedback from our guests very seriously. I have noted the issues highlighted by and will forward this to the concerned team. I assure you that we put a lot of emphasis on our quality standards. I am disappointed that we fell short this time, but I hope you will give us further opportunities to serve you better. Sincerely, Hotel Manager.

"Room Issues"

1
User 16/09/2019

When we got there, people were playing music outside, got in the room cobb webbs on the walls. Trash on the floor in the bathroom. Shower was leaking and couldn't get it to stop. Holy sheets on the beds. Gray white towels

SurestayLexington, Hotel Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Dear Valued Guest, Greetings from the SureStay Plus Hotel by Best Western Lexington. We are very much concerned with your feedback. Our apologies for the bad experience. Thanks for bringing it to our notice. The hotel tries to offer a nice stay to all our guests but failed this time. Actions shall be taken to improve everything on priority and you can have a good stay next time. Hope you will reconsider. Sincerely, Hotel Manager.

"Disgustingly nasty!"

1
Janet D, Fernandina Beach, Florida 15/09/2019

I have never stayed in a hotel this nasty. If it had not been 1:40am when we arrived due to a breakdown with the U-Haul we would not have stayed after driving over 12 hours. I wish I could show a picture of the room how nasty it was. I even took a shower with my flip flops on. Very disappointed and NO refund offered.

SurestayLexington, Hotel Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Hello Janet, Thanks for taking the time to write a review and share your experience at the SureStay Plus Hotel by Best Western Lexington. We understand that we could not match your expectations this time. However negative, your feedback will help us to improve our service. It enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the feedback we receive and welcome any opportunity to improve. Please visit us again and find the difference. Sincerely, Hotel Manager.

"Great buy"

5
EverettDick, Everett, Washington 07/09/2019

This was a great hotel for the amount of money spent. It's an older property obviously receiving upgrades. So if you things that were less than spectacular. But the room was very clean. Everything work. And I very much enjoyed my stay. And by the way, The spa was very up-to-date and very wonderful

SurestayLexington, Hotel Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Dear Guest, Thank you for choosing to stay at the SureStay Plus Hotel by Best Western Lexington and for taking the time to share your experience. Your generous appreciation of all aspects of our hotel is very encouraging. I have personally shared your feedback about the excellent service you received with the entire team and they are excited to receive your compliments. We are grateful for the opportunity to have been of service to you and will look forward to welcoming you back again. Sincerely, Hotel Manager

"Great hospitality"

5
User 03/09/2019

I would suggest staying here to anyone. I was pleased with the experience i had from just walking into the front door..lisa front desk attendant was so kind..The room so clean and the hotel was just so clean as well.They offer a great breakfest and the pool was amazing. Nothing compared to some of the other hotels ive stayed at..

SurestayLexington, Hotel Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Dear Guest, It was our pleasure to welcome you at the SureStay Plus Hotel by Best Western Lexington Hotel. Thanks for mentioning your clean room, good breakfast, amazing pool and especially, our accommodating staff. We take great pride in delivering excellent service and my team will appreciate knowing that you recognized especially Lisa them publicly. We enjoyed hosting your stay and hope to see you both again soon. Sincerely, Hotel Manager

"Great Surprise!"

5
E3964FOmaryl, Sandusky, United States 24/08/2019

Had to make a fast trip to Tennessee and wanted a hotel at the mid-way point. While looking at this online an offer popped up and I couldn't refuse. Was nervous about my stay considering the price I paid. This is probably the best hotel I have stayed at. It was clean & comfortable, the staff were helpful & polite. Had a problem with the door card theat was quickly resolved. Will definitely return if in that area.

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for the feedback, we are pleased that you enjoyed your stay and glad that you took a chance on us. I do hope that you made it to Tennessee safe and sound. We are pleased that you will return when you are in the area. Thank you Lisa

"Stay Away"

1
kglasg237010, Davenport, Iowa 13/08/2019

Picked this hotel based on price and location. I knew it was on cheaper side but it should have been on the way cheaper side. Very dirty inside hotel rooms, mold in showers, base boards chewed up, cigarette or cigar burns on floor (carpet in room) desk chair full of stains. AJ at front desk was nice and responsive when I checked in but that's it. This should be a $29 per night hotel instead of putting lipstick on a pig.

jdjsspbbw, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"Ok for a quick overnight"

3
endora95, Sevierville, Tennessee 06/08/2019

This is definitely an older building. The pool was nice. The breakfast and breakfast room were very good. We were in a non smoking room but everyone smoked outside in the parking lot. The parking lot and entrance ways are filthy with cigarette butts everywhere. Eeww! The front staff was very nice to us. This was fine for a quick overnight and in a pinch. The rooms could use some upgrading. Because it is an older building. The walls are solid. Didn't hear much noise at all. The price was appropriate for the location.

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it. I am happy that you got to enjoy the pool and the breakfast area. yes unfortunately people don't know how to use a ash tray and we do try to keep it picked up. I do apologize that you had to see that. I do think I have a awesome staff thank you for that. the new owner is in the process of doing upgrades so hopefully when you are in the area again you will see some improvements. thank you Lisa

"Vacation night stay."

3
Raymungus, Lubbock, Texas 05/08/2019

My wife, daughter, and I stopped here for the night as we were travelling through on vacation. We arrived after dark but had a smooth check-in after we waited for the young man at the front desk to finish counting the change in the cash drawer. That took several minutes while we waited quietly for him to finish. We could only get one of our just issued card keys to work on the outside door to get inside the building. Upon entering the room we were greeted with a musty smell, otherwise the room was cool and comfortable. This seems to be an older hotel with its minor issues...the door into the room stuck on the uneven floor, the bathroom door seemed to need a trim to get it to close properly, the fixtures were old and corroded, the tub/shower control leaked a stream effectively making it a bidet of sorts, the back area of the toilet seat didn't look like it had been cleaned properly making the rest of the room suspect, and last there was a bug smashed on the bathroom wall that had been left for us. These were all minor issues, I guess. Otherwise, the breakfast was fine...typical hotel fare of eggs, sausage, waffles, cereals, breads, juice and coffee. The biscuits and gravy were a nice addition. This hotel was ok for a one night stay but just a bit overpriced for the quality. I chose it for its location and price and the Best Western Reputation, although this was my first stay at a Sure Stay brand of the Best western family.

"This place is gross"

1
User 13/07/2019

This is one of the dirtiest hotels I've ever stayed at. The staff was rude and did not seem to care about their guests at all. Definitely do not recommend. I'm hoping I don't have bed bugs from this place.

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. I assure you do not have bed bugs. Again I do apologize for any inconvenience that you may have had with your stay. 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely, Lisa Manager SureStay Plus Hotel by Best Western Lexington

"Ripped off: charged when they oversold our room and only had two unclean, unsafe rooms to offer. Not what we paid for."

1
User 12/07/2019

Worst hotel experience ever. We paid for 5 nights in a non-smoking room because we both have asthma/allergies and absolutely cannot breathe in a smoking room. The only two rooms available when we arrived were in the smoking annex building. The attendant stated that the rooms were non-smoking but didn't refute that he was dishonest when he arrived after our call the second we opened the door: the smoke alarm was not only missing from the ceiling and broken on the table but beeping incessantly and alarmed when plugged in, meanwhile cigarette smoke and ashes filled every surface of the room which clearly wasn't vacuumed or clean. We showed him the ashes on the edge of the mirror and everywhere and he said that had another room next door. He opened the other room and witnessed with us the even worse unclean conditions, complete with a second broken smoke detector in a building full of smokers. The hotel only refunded us for four of the five nights which is totally unfair and unacceptable when no safe, clean option was available and we paid well in advance. They clearly oversold their rooms and that's bas business. We should have gotten ALL nights refunded considering that we didn't spend more than five minutes in the room and didn't touch anything. We weren't expecting 5-star amenities in a 2-star hotel, but businesses need to guarantee the safety of their guests and this hotel failed on all levels to keep their guests safe or to provide what we paid for. We want a FULL refund.

jdjsspbbw, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, I do apologize for any inconvenience that you may have had with your stay, your reservation was for a non smoking room, I do apologize for the room conditions and have brought it to the person that takes care of that, unfortunately even though it's a non smoking room we can control what guest do in the rooms. Again I do apologize. Thank you Lisa

"Dirty!"

2
User 08/07/2019

The room was just nasty! Floors had clearly not been vacuumed and had trash on them. The mirrors had not been cleaned. One of the mirrors had a white smear all across it! Don't even wanna know what that was. Just gross! Will not be back!

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely, Lisa SureStay Plus Hotel by Best Western Lexington

"...."

2
User 07/07/2019

Lotta noise. Could hear my neighbors everytime toilet flushed or when they turned on a faucet. Bathroom was half cleaned. Hair in the shower stall small curly hair on the shower curtain. Was not comfortable Eeww

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"Great place to stay"

5
User 05/07/2019

Everything was great here except the breakfast could need improvement they need to have more to eat, more hot, fresh food. Room was clean looked good. Was very happy they got room done early for me that means a lot when people travel out if State to come to your motel.

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback and the five stars we do appreciate it. I do apologize that the breakfast was not up to par, we do offer sausage, biscuits and gravy, eggs, bagels, danish cereal, toast, yogurt fruit and it is fresh. Again I do apologize. Yes when traveling it can be overwhelmed and we try to get our guest in as soon as we can. We do hope that you will return when you are in the area. Thank you Lisa

"Friendly Staff"

5
Getaway32069763831, Lexington, Kentucky 05/07/2019

Was treated great from the moment we walked in. Very cute rooms, many entrances, friendly staff, lots of room service options. No complaints at all. It was a very pleasant stay from beginning to end. The front desk employee was great!!

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, I am pleased that you enjoyed your stay and do hope that you will return when you are in the area. I do hope that you were able to enjoy our out door pool and indoor hot tub as well, very nice to relax after a long drive. Also hope that you got to enjoy the hot breakfast as well. Again thank you and hope to see you again Thank you Lisa

"Disgusting and filthy hotel."

1
User 14/06/2019

This BW hotel was disgusting. Our first room smelled like something died in it. Our second room was filthy,torn furniture and drapes,food in carpeting and mold in bath tub. Screaming and fighting above us all night long until 4 in the morning. This hotel needs to be gutted or torn down and start over.

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Ms. Lange, I do apologize for any inconvenience that you may have had with your stay. I have also brought your complaints up to the GM and it will be taking care of thank you for bringing to my attention as well. I do hope that you will consider staying with us again in the future. If I can be any assistance to you please feel free to contact me. Thank you Lisa

"the most understanding person the manager Mrs Lisa"

5
User 10/06/2019

i have been staying at the sure stay plus by best western and Mrs. LIsa has been amazing to me she has made me feel at home if im short on my hotel money she say just pay it later i am homeless with 3 children and dont have much family support these reviews that i see currently of the bad i have never seen and ive stayed here several times over the years i am so happy i chose to come here with my kids were Mrs Lisa has been very understanding to my situation

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, we do appreciate your kind words, glad you found everything that you needed in our establishment. Thank you

"Don't stay"

1
debocole7, Onia, Arkansas 07/06/2019

Room 103 had mold all around bathtub. Shower bath tub faucet broken. Toilet had gunk on it. Only had one washcloth and w towels. Had to ask for more. Carpet dirty. Curtain falling off the rod. Moved to 104 across the hall because of all the issues especially the mold. Room 104 had pretty much the same issues. Mold in bathroom, light fixture above bathtub missing, just a bulb. Safety hazard. I asked manager to come take a look. She said she couldn't go around mold. We got in around 10pm expecting room to be cleaned especially bathroom, not done. Thanked to Mgr again upon check out and she said she thought it was done. Don't take one of your smoke breaks and check rooms. How about that

surestayplusbybestwe, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"SureStay Plus by Best Western Lexington"

1
User 05/06/2019

Our room was dirty and had bugs. The microwave was filthy inside and out, the mini fridge was infested with ants, the mirror had tooth paste splatters, there were flies and hair in the shower, a roach behind the dirty toilet, the bed looked like it had been laid in after it was made! The room was a far cry from the old pictures online with chipped and scuffed paint and stains on the shower curtain. The manager gave us a different room but that one was still not clean enough for us to feel comfortable staying the night. We checked out with no refund and were given excuses about it. Completely unacceptable.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"My last experience"

1
chuck1224, Shoemakersville, Pennsylvania 28/05/2019

The parking lot, pavement and entrance ways had trash and cigarrette butts on it. The hall carpets and our room carpet had trash/dirt all over it particularly along the baseboard. There were two holes in the bathroom wall with tissue paper stuck into it. The baseboard had not been cleaned for awhile and the wood was no longer white. I would have expected more from a PLUS hotel especially associated with Best Western. I would not stay there again.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"Room for Improvement"

4
Rebecca W, Grand Rapids, Ohio 27/05/2019

This older hotel has been updated. Our room was satisfactory. The beds were very comfortable. The staff were friendly and accommodating. My attempts to print out business forms on the guest data center were fruitless. The equipment and software seemed outdated. The breakfast bar was stocked and fresh but the variety of choices was lackluster. Many construction workers were staying at this hotel.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Rebecca, Thank you for your feedback, I do apologize for a late reply, I am glad that you enjoyed your stay. Yes our little computer is a little old. Yes we do have a lot of construction guys that we try to keep in one area of the hotel as they are working in the area. We do hope that you will return when you are in the area. Thank you

"Traveling the roads "

3
joesA9154GR, Pekin, Illinois 23/05/2019

Was riding through the area and needed a place to stay. We are on a multi state motorcycle ride. I'm a rewards points member and picked this place to gain some points. The guy at the desk was nice. The room door won't shut all the way unless you push it. It needs a update but I've been to worst.

"Poor"

2
706carolh, Duluth, Minnesota 20/05/2019

We did not have a pleasant experience staying at this hotel. Moved rooms two times because first room had mold on the walls, second room refrigerator didn't work plus electrical problems and third room had issues with tub drain (we find out later). Also, air conditioning isn't used when rooms are occupied so all the rooms smell musty. Definitely not going back to this place.

jdjsspbbw, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
I do apologize for the bad experience that you had and do appreciate your feed back, did bring this to the right persons attention and it will be taking care of.. I do hope that you would reconsider staying with us again. Thank you Lisa

"Had no complaints"

5
Rhonda J, Huntington, Indiana 19/05/2019

Next time I'm in Lexington Kentucky I will stay here again. There was some negative feedback I'd read, but more positive than negative so I thought I'd take a chance, I'm glad I did! Great location, service and clean room. What more could you ask for.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Rhonda, Thank you for your feedback, I am pleased that you enjoyed your stay and happy to read that you will return next time you are in Lexington. I do hope that you arrived safely to your destination. Thank you Lisa Surestayplus by Best Western

"So so"

3
amedlen75, Lawrenceville, Illinois 18/05/2019

This is not what you expect of a property associated with Best Western. Non-smoking room smelled of smoke. Dirty towel with makeup hanging from the shower when we walked it. New carpet and flooring but just not what you expect for a Best Western property.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 859-293-2202. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"Nice for the price"

5
k m, Zolfo Springs, Florida 13/05/2019

Good accommodations for the money...staff was friendly and professional...located walking distance to Cracker Barrel...safe secure location...clean rooms...all the necessary amenities...Will stay there again in the future.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
K M Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"Not bad for price"

3
User 08/05/2019

Room could have been a little cleaner(floors). Decent breakfast. Free wifi. Fridge/microwave/coffeepot. If just sleeping there can't beat price. Staff very responsive. Gas stations/restaurants/main roads nearby.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Barb, Thank you for your feedback, I do apologize that the room wasn't clean, but over all seems like you enjoyed your stay. Hope to see you again in the future. Thank you Lisa

"april 2019"

3
stef916, Chicago, Illinois 07/05/2019

clean hotel but needs major updating. advertised as having a bar....sitting in common area...breakfast area and the desk clerk pours you a drink?? not quite a bar atmosphere. outside patio needs new tables, grill, etc.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it. The hotel is under new owners and are doing updates, as for a bar I looked at the website and not for sure were you seen we had a bar. but I do apologize if you were miss lead. As for the outside patio we don't even have anything set up yet. Our pool is close for another couple of weeks. Thank you Lisa Surestayplus by Best Western

"Regional gymnastics competition"

1
camiloo199, Detroit, Michigan 04/05/2019

Dirty, stain on de covers and sheet, my son found hair on the sheet, we were planning to stay for 2 days, we cancel after the first night. Manager ask me why did you said something last night, I explained we check in and had to go for a meet, got back to the room at 11:00 pm with two kids, they sleep with the close on, also the smoking from the outside comes in, no elevators, a pic for your eyes., o let me tell you is right across from a Porn store.. full of truckers.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
I do apologize for the experience that you had, I came to your room to show the housekeeper what she had missed, your son showed me a stain that was on the over lay but never said anything about stains on sheets, I believe I asked why didn't you contact the front desk and offered you another room. And yes we have no elevators as lots of hotel with just two floors don't, yes we are across from a adult store along with 5 other hotels, as for there truckers, they stay in the hotels around the area, after all they do have to sleep to. But again I do apologize for the experience you had. Thank you

"Pleasant, helpful staff."

4
User 04/05/2019

I was a little concerned having read other reports on trip advisor, but I found the hotel to be a great value. The staff was extremely attentive and helpful. The rooms were clean and spacious. THe beds were comfortable. The breakfast was good. Would definitely stay here again.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it, and I am glad that you judged us on your own, unfortunately we can't control the comments. I am also glad that you will stay here again. Thank you Lisa

"Absolutely disgusting"

1
User 03/05/2019

When I entered my room I used a Uv flashlight to look for bacteria on the beds and to my discovery I found that there were pieces of hair everywhere and stains that were from who knows what when I noticed what I had believed to be a stain on the sheets turned out to be human fecal matter I am absolutely disgusted by the sheer quality of the room. Multiple people staying here are drunk directly outside of the hotels.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
I do apologize for any inconvenience that you may have had with your room, I also apologize that I am not finding you in our system or that there was any complaints at the front desk, don't know if it was under another name. But I do apologize for the experience that you may have had. Thank you

"More of a motel"

2
marysD7590HM, Shorewood, Illinois 30/04/2019

Do not be fooled by Best Western being affiliated. My room had stained, ill fitting sheets, revealing a ripped dirty mattress. There were stains on the chairs, and a cigarette burn on the bed covering at the end of the bed. It was a non-smoking room, but you could smell smoke coming through the vents. This is a motel setting, with entrances from the outside. Staff was friendly though and very close to the highways and restaurants.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Mary, I do apologize for any inconvenience that you may have had with your stay. Most of the rooms that have a entrance from the outside are smoking rooms we have just a few non smoking rooms out there that we use when full. But again I do apologize and hope that you will give us another try. Thank you Lisa

"Nice hotel with clean rooms"

5
Bradley M, Backus, Minnesota, United States 28/04/2019

The rooms were quite large for the price. Very clean and everything except the fridge worked. Thise things happen. We only stayed one noght so we let them know and I am sure it will be fixed. Great mattresses and beddings. Slept like a baby woith no noise while they were quite busy.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Bradley, Thank you, for your feedback we do appreciate it, also thank you for the five star, I am glad you enjoyed your stay and yes the rooms are large, and thank you for letting me know about the fridge when you checked out it did get fix, glad you enjoyed the mattresses they are new and guest seem to like them. Hope you will return when you are in the area again. Do hope that you were able to enjoy the hot breakfast as well. Again Thank you Lisa

"A Very Pleasant Hotel"

5
Janet F, Windsor, Canada 24/04/2019

We really enjoyed this hotel. There is easy on and off access to I-75. There are lots of restaurants nearby. It is clean and quiet and the staff are friendly. We will definitely stay at this hotel again and recommend it to others.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Janet, Thank you for your feedback we do appreciate it, I am pleased that you enjoyed your stay and happy that you will return. Again thank you and safe travels. Lisa

"Quick trip"

5
User 20/04/2019

My son had cheer camp st university of Kentucky , and we got lost coming in Friday night. Called the hotel after we rerouted they were super nice. Then when I got there the night clerk was very helpful. It was a quick in and out trip but will be back next cheer camp. #gocats

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, I am pleased to see that you enjoyed your stay, I'm glad we were able to get you to the hotel safe and sound. Look forward to seeing you again in the future. Thank you Lisa

"Room by the pool"

3
Quest23678014398, Las Vegas, Nevada 19/04/2019

If you can't get one of the rooms by the pool then don't stay. Those rooms are very nice. The others are filthy. But the staff are very courteous and helpful. I had to go through two different rooms before I got a nice clean room. And I'm a platinum member!!!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, I do apologize that you had to go to so many rooms to find the right one. Unfortunately you had a reservation for a smoking rooms and those rooms are being remolded so we are trying to get those rooms back into order, the hotel is under new owners and that is there first task to get the smoking rooms up to par, I do hope that you will return when you are in the area. Thank you Lisa

"Dirty"

2
User 18/04/2019

The bathroom.was gross . I had to clean it myself. My choice tho. The staff was great tho. Breakfast tasted bad. But staff again was great. Could do better with breakfast and make sure by toilet seat is clean and tub walls

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Donna, Thank you for your feedback, I am sorry to read that you didn't enjoyed your stay, and I did bring your concerns to the GM. I do hope that you will stay with us again when you are in the area. I am sorry for any inconvenience that you may have had. Thank you Lisa

"Satisfied traveller."

5
Vincent F, Brantford, Canada 08/04/2019

This overnight stay was very delightful. The staff was very helpful, especially the breakfast staff.The coffee was excellent. This hotel is very reasonable in cost and great for your budget. I would recommend this hotel to all my friends and relatives.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Vincent, Thank you for your feedback, I am pleased that you enjoyed your stay, and thank you for your kind words. And thank you for the recommendation to your friends and relatives. We hope to see you again when your in the area Thank you Lisa

"Awesome Experience."

5
User 02/04/2019

I had an Awesome Stay. Room was very clean thanks to the House Keeper named Jerry. Food was good but the Gravy could have been better. Wonderful pricing. I will for sure be coming back for another stay here.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback and glad you enjoyed your stay, and hope that you will be stay again when you are in the area. Thank you Lisa

"Great Stay"

5
User 02/04/2019

We recently stayed at this Sure stay Plus Hotel... after I read the good reviews on TripAdvisor. Mike checked us in and he was very service oriented. He aimed to please. He let us see a room and we found it spacious, clean and comfortable. Mike put us on 1 st floor in a quieter area and accepted our discount guide coupon room rate. The hot tub was huge and felt so good after a long drive. My only complaint would be that their was no sausages on breakfast bar.. just an empty tray that said sausages. This was due to a truck not arriving on time, is what we were told. Other than that, I would say it exceeded our expectations and we would stay there again!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it, I am pleased to read that you enjoyed your stay and that you had a quiet area. Yes unfortunately we did run out of sausage due to our truck not being on time and I do apologize for that, and hope that you will return the next time that you are in our area. Again we thank you. Lisa

"Perfect stay"

5
Escape57039527806, Southfield, Michigan 31/03/2019

Great room, service, and free breakfast. Breakfast was way above average as compared to other places I have stayed at in the past. The room was very nice and clean. Stephanie at the front desk was excellent

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, we do appreciate it and glad that you enjoyed your stay, yes Stephanie is a wonderful person. And yes breakfast is great as well no better way to start out your day with Sausage Garvey, biscuits and eggs and make your own waffles. We hope to see you again next time you are in the area. Again thank you Have a wonderful day and safe travels Lisa

"Disappointed"

2
User 27/03/2019

The spa wasn't running the day of our stay which was disappointing because the spa was one of the main reasons we chose the hotel. While we were staying they cleaned the carpet of our room which required non-hotel staff to be in our room and we had to put all of our belongings on the bed and be out of the room for most of the day. This was a major inconvenience for us.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, I do apologize for any inconvenience that you may have had, yes unfortunately our spa has been down due to jets not working, and as for the carpet our GM was with the carpet guy when he went into stay overs room, we only required guest to be out of room for 15 minuets. Again I am sorry for any inconvenience that you may have had. And hope that when you are in the area again that you will give us another try. Thank you Lisa

"Life changing extended stay"

5
User 25/03/2019

Have stayed here more than a week and our very happy with the service we have gotten in this crazy time of our lives. Everyone here is nothing but polite and the rooms are clean. Very good night sleep.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Christina, Thank you for your feedback and glad that you enjoyed your stay. I do hope that you will return when you are back in the area. Thank you Lisa

"Great Stay"

4
jmsellers7147, Terre Haute, Indiana 17/03/2019

This is a nice, basic no frills hotel. The main rim was clean. The bathroom needed to be swept better. The shower was older but still usable. We felt safe and the hotel overall was clean. The lobby did smell a bit smoky but not horrible. Breakfast was very good. Great for a one night stay in a trip.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do deeply appreciate it. I am glad that you enjoyed your stayed, I pass the bathroom problems to the right person. Hope we will see you again when you are in the area. Thank you Lisa

"Good price, decent stay"

3
saxsellers, Terre Haute, Indiana 16/03/2019

For the price you pay, this is a good hotel. Most hotels in this price range are scary or filthy. This place has been renovated into the current hotel with interior corridors. It use to be an open corridor hotel that has been converted into a nice place. You can tell it's dated, but it's still decent. Biggest complaint...housekeeping needs to do a better job of sweeping the bathroom tile. It's a light color so everything shows..especially when you close the bathroom door and see they didn't sweep behind it. There were some strands of hair on the floor. Too short for my wife's, too long for mine. Needs to be addressed. Breakfast was great! Hot breakfast with GOOD eggs, sausage links, and biscuits & gravy. Also had the waffle iron and then the normal continental breakfast stuff. It was a decent stay for the price.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, I am pleased that you enjoyed your stay. Thank you for letting me know about the hair and the bathroom and it will be addressed. And we hope to see you again in the future.. Thank you Lisa

"GREAT STAY REASONABLE PRICE"

4
Peggy J, Brandenburg 16/03/2019

When we plan a trip to Lexington this is our first choice for a place to stay. We have stayed here many times and honestly feel we have been treated like royalty. Lisa and the girls at the front desk make checking in easy. We love the outdoor pool and the large indoor hot tub. If we ever have a problem, it seems they go out of their way to accommodate us to make it right. We sometimes play cards in the lobby or play guitar and sing songs. Nice, clean, reasonably priced and a friendly staff. If you are looking for a nice place in Lexington to stay you won't go wrong by staying here.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we deeply appreciate it, We do enjoy the entertainment that your husband does, his voice is amazing and almost had me in tears. I hope you guys had a safe trip home and hope to see you in the future.. Thank you Lisa

"Rusty Bucket"

1
429deborahh, Whitley City 10/03/2019

Rusty bucket bathroom. The curtains were shredded and the bedding had cigarette burns on the sheets. I actually took pictures of the dirt and rust on all the bathroom fixtures. It was a last minute unexpected need to spend the night in the Lexington area. We have been staying at Best Western as a member and this is the first problems I have experienced with one of their facilities. I was truly disappointed

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it. I do apologize for any inconvenience that you may have had. I have brought this to the GM attention and we will get it taking care of. Thank you Lisa

"Never come back again after what i saw"

1
Safari66214756763, Lexington, Kentucky 08/03/2019

Bring Tyeshia Willis back. The food is horrible. The place is old and needs renovating. Doesnt have elevators for seniors with knee and back issues. What more do you want to know? And the front desk manager steals deposits and blames it on front desk workers.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us 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. Sincerely,

"Excellent"

5
User 03/03/2019

The rooms are very spacious/homey and clean. Great location. Wonderful staff, very helpful. Myk was very helpful and friendly.The housekeepers were wonderful too especially Ms.Courtney. I would definitely recommend this hotel to anyone. I enjoyed every night we stayed.

Connector47281515979, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we are pleased that you enjoyed your stay and look forward to see you again when you are in the area. Thank you Lisa

"Its my home away from home"

4
User 01/03/2019

I visit Lexington often. I've come to only stay at Sure Stay Plus to make my visits stress free. I feel very at home there. Lisa the manager is so friendly and helpful. She takes her job seriously and is always there when needed. I am so glad I found this hotel.

Connector47281515979, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, we do appreciate it. I am glad that you are able to get away and that your visit is stress free. Also thank you for the kind words. And look forward in your next stay. Thank you Lisa

"Pleasant stay!!!"

5
Anna0678, Oklahoma City, Oklahoma 25/02/2019

Me and my family stayed at this place few times in the past but this is my first time reviewing and I have to say every time I have stay it's been great! Staff and hotel cleaning is what we make us come back over and over. Breakfast was good, pool and public area is well maintain. Overall stay was nice!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it and value our guest.. Hope to see you again when you are in the area.. Thank you Lisa

"Dissappointed"

1
jacotaka56, Annville, Kentucky 25/02/2019

Dirty,no snack machines,live cockroaches.Room was in dirty bad shape.Dust on every surface.Cigarette butt on floor between refrigerator and dresser,cigarette ashes on floor between beds and nightstands,phone didnt work.Unpainted plaster patches on wall,blood or ketchup on walls.Television went off at 3 a.m. and had to be reset.Just an overall bad experience except for the employees,they were friendly,helpful and professional acting.Certainly not up to Best Western standards and shouldn't be associated with their name.I cant say anything about the breakfast because after finding the live roach we were afraid to try the breakfast.I would pay higher and go to a different property.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Ms. Mathis, I do apologize for the experience that you had with our hotel, I will address this with the housekeepers, thank you for bringing it to my attention, as for the T.V we have no control over that it is something that spectrum had done every since they took the boxes out. As for the roaches, pest control came in to bate but they never found anything but bated anyway. Again I do apologize Thank you Lisa

"home away from home"

5
User 16/02/2019

what a wonderful way to stay. i love coming and staying here. The staff makes u feel right at home.The room I had was very clean and spacious. Jerry n housekeeping made sure my room was cleaned and stocked during my stay. The little woman that takes care of breakfast, is one of the sweetest person I have ever met. She always says hello, good morning, Ask how ur doing from the moment u came in.( think her name is Toni. She seems to be well liked here and everyone that I have talked to during my stay has nothing bad to say about anyone or anything The whole staff did great and I most definetly will stay again... Great Job Lisa,Toni,Jerry and the rest of the staff keep up the good work. I look forward to staying here again in the future.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. Thank you you kind sir..You have a wonderful day If I can be of assistance in the future, please don't hesitate to contact me at 859-293-2202. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand. Sincerely, Lisa McPhearson Manager SureStay Plus Hotel by Best Western Lexington

"Guest"

4
User 14/02/2019

Nice clean place. Friendly staff. I was in need of supplies and the housekeeper was courteous and friendly. Hot breakfast was well presented and clean. Spa and hot tub was great. Lobby was very nice and comfortable.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Jerry, Thank you for your feedback, we appreciate you staying with us and glad that you enjoyed your stay. Hope you will return again when you are in the area. Thank you Lisa

"Convenient & Good Value For The Money"

5
J6417BFrobertb, MOUNT AIRY, United States 13/02/2019

This location is a regular stop for us when we travel between North Carolina and Illinois. It is conveniently located near the intersection of I-75 and I-64, with gas stations, Cracker Barrel, Bob Evans, and McDonald's nearby. We stayed in their only family suite (2 bedrooms) on the second floor. The room was EXTREMELY LARGE and reasonably priced. The staff was professional and courteous. (Unfortunately they do not have an elevator to second floor) The hot breakfast was very good.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback and being a loyal guest. Yes we are located around a lot of restaurants and shops, Our Suite is a popular room and so glad that you enjoyed it. We hope to see you again in the future. Have a wonderful day. If there is anything I can help you with on future reservation please feel free to give me a call Thank you Lisa Surestayplus by Bestwestern

"A Very Good Stay"

5
28Huronshores, Grand Bend, Canada 24/01/2019

We were late getting away from home, so we planned on stopping after 8 hours of driving. This hotel offered very competitive rates, very close to I-75. We did not notice highway noise. The front desk staff were great, Lisa in the breakfast room does a great job. Our room had 2 extra large comfortable double beds, it was clean & well laid out I will not hesitate to stay here on our next trip south.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your review we do appreciate it. I am glad that you enjoyed your stay and very pleased that you will return on your next trip. Safe travel and have a great day. Thank you Lisa

"Excellent customer service!"

5
Amy L, Lexington, Kentucky 24/11/2018

The rooms are spacious and clean. The house keeping staff is amazing they always kept my room stocked Jerry was my housekeeper and he took good care of my room. Breakfast is free and great!! Toni that takes care of the breakfast is so friendly and takes pride in her job. She kept everything stocked and clean. But the best part of my stay was the front desk staff. They are the most professional but friendly staff I have ever encountered at a hotel. Lisa the manager goes above and beyond to ensure all your needs are met during your stay. Mike and Stephanie are also both jewels to this hotel you could not ask for a more friendly staff that makes you feel right at home not just your first time but every time you stay. I recommend if you are ever in Lexington, Ky you come meet these folks!!!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Amy, Thank you for your feedback, we take pride in our hotel, from the front desk all the way to housekeeping. We are glad that you enjoyed your stay and hope that you will come back when you are in the area. Thank you

"STAY"

5
Chris P, Lexington, Kentucky 12/11/2018

I had a very pleseant stay I want to say good reviews about the following people Toni the breakfast attendant was great Jerris the house keeper did good on my room and came to my door and asked did i need any thing Stephianie the front desk clerk was very nice and helpful she signed me up for the best rewards and help me get the weekly rate Lisa the manger was great and i want to thank her for the low price on the weekly rate as im on low income I stayed there Nov 8th through the 12th and i will be here again nov 21 through the 28th the only one i had a problem with was mike the night clerk did even speak when i said hi

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Chris, Thank you for your feedback, we are pleased that your enjoyed your stay and hope to see you again on the 21st. I do apologize that you had a problem with one of the employees and I will address this. Thank you

"Excellent!"

5
LDodson484, Clinton, Kentucky, United States 05/11/2018

Was in town for a concert and other hotels were charging more so this one was at the right price. Was a little unsure when reading reviews but decided to go ahead and give it a try since it was just one night. Arrived and was greeted by a very nice american young man (probably working his way through college). Check in was quick and easy. upon entering our room it was very nicely decorated and up to date. before setteling in i checked out the room, looking behind headboard, pulling up corners of sheets and everything was in satisfactory condition. There were NO stained carpets, paint pealing, moldy showers, as stated in other reviews. Noise was minimial but there was a group of high school age youth staying in surrounding rooms but I never head anything. Enjoyed a good nights rest after a long drive and a fun filled evening. I will be putting this hotel on my "stay at list" when in Lexington. Because of the late morning checkout time we slept late and did not go to the complementary breakfast, I believe this should be extended, especially on weekends.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it. I am happy that you enjoyed your stay. I will bring it to the owners attention about extended breakfast on weekends. Yes we did have a group of school kids they were here for a band competition, once they got to there rooms you never heard a word from them. I hope that you will return when you are in the area again. Thank you Lisa SureStayPlus By Best Western

"Best employees ever!!!"

5
User 30/10/2018

This hotel is an older hotel but under new management that is doing a good job improving the place. But the best part are the great employees that make you feel right at home. Amy on night shift is very friendly and knowledgeable. Toni that does breakfast works hard to keep everything clean and stocked with plenty of good food. I stay here every week for work and enjoy coming in!!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback we do appreciate it very much, yes I think I have some good employees as well. Amy is the bomb..And Toni is as well. We are still doing update on the hotel everyday. We do hope that you will return the next time you are in the area. Thank you Lisa

"UK Vandy Game"

2
User 21/10/2018

Hotel definitely has some issues! Front desk staff friendly, beds comfortable, price decent...but that's about it. Wife found large bug on lamp shade, air ducts were falling from ceiling over bed, shower head definitely needed replacing, and light over mirror in bathroom missing numerous bulbs. Most folks staying had attended late football game and didn't arrive back to hotel until around midnight...breakfast bar only open till 9:30 am and staff member closed it at 9:30 and wouldn't allow folks to enter or get food or allow folks to take what little food there was back to the room. Stated nobody had been there to eat until the last few minutes, but she wasn't cooking anymore food and began turning off waffle makers while folks standing in line. No toilet paper on dispenser and no tissues in either one of tissue boxes. Definitely have housekeeping and maintenance staff issues!

"Great choice for lower price hotel Great Breakfast"

5
MrChamp723, Clayhole, Kentucky 15/10/2018

Nothing exciting in any way. Just a great place to stay if your watching pennies. Clean place. I don't care much for this particular area. The great news is the hot breakfast which included eggs sausage biscuits and gravy.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feedback, I'm please to read that you enjoyed your stay, yes our hot breakfast is a good way to start the day. I do hope that you will return when your in our area. Again thank you for your business. Thank you Lisa Surestayplus Manager..

"DO. NOT. STAY. HERE!!!!"

1
Tanorria A, Blue Ash, United States 29/07/2018

DO. NOT. STAY. HERE!!!! This is the most disgusting hotel I've ever stayed in. If I could give it a zero rating, I would. We (ourselves, not the lazy house keep on staff) has to go get and change our sheets 3 times we we first arrived because of the stains we kept finding. Fortunately there weren't any in the mattress. The pillows are the worse than overused $5 Walmart pillows. I'm pretty sure there was mold on the bath towel because it had little black specs. They obviously don't come close to hotel standards because the sheets are pink which means they NEVER bleach them. The lobby smells funny and so do the rooms. If this is the standard of cleaning for your house keeping staff, I'd hate to ever visit one of their homes. The poor guy beneath us couldn't sleep because these cheap walls are so thin. We were simply walking around getting dressed and he thought we were stomping. DO. NOT. STAY. HERE!!!!!!!!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for your feed back. I do apologize that you had problems with your room. I do apologize that you had to change your own sheet, we did offer to do this for you. No our pillows are not from Walmart, yes the sheets do get bleach they do make bleach for color clothes.. But again I am sorry about your stay. Thank you Lisa

"Vacation"

1
shellebonn, Lexington, Kentucky 15/07/2018

We started in a room and I always search for bed bugs and well I lifted the covers of the bed and it's hard to tell by the pic but it was a bed bug! I have a video of it but it will not let me upload a video. Moved to another room and one of the mattresses was completely sliced open and could see mold in mattress . It was horrible. 3rd room I did a search and appeared to be ok so we stayed room was dirty. Toilet had urine around bottom base big stain on middle of mattress. And I don't think they vacuumed in quite a while. Went and bought my own cleaning supplies an scrubbed down the room and we did let Amy of our suitcases on the ground. I would of found some where else to stay but it was Breyerfest weekend and I could not find anything. Definitely would not stay here again and don't think I should be paying for staying here or at least a discount. It was horrible. I will be personally contacting manager too.

"So Dirty even the Dog was sneezing !!"

1
Jeseck, Chicago, Illinois 29/06/2018

We were so exhausted from a long trip . We needed a hotel that would allow for a small quiet dog . The room was so filthy . The amount of dust on the chairs and walls were made is feel like it had not been cleaned in months . The tub beyond in need of replacement. The plastic on it was starting to disintegrate. Just because it was a "dog" approved room does not make it ok to be so dirty .

"SureStay is a Sure and Safe Place to Stay"

5
ManyConferences, Bowling Green KY 11/06/2018

could not believe the price - so low plus they accepted our reward coupon. Front desk was super nice. Room was clean. I didn't have any problems. Also made it nice that coming in late there was a Cracker Barrel close by. Would stay here again!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you for giving us your feedback, I am so happy that you enjoyed your stay with us. Yes we do take the Bestwestern reward coupons, there are many restaurants around the area but yes Cracker Barrel is right across the street. Hope to see you again next time you are in the area. Thank you

"Nice hotel, horrible desk clerk"

4
User 26/05/2018

The rooms were immaculate, beds so comfortable, clean swimming pool and wonderful hot breakfast..but the front desk clerk was so rude upon check in, just because we asked to split the cost of the 2 nights between me and my daughter. Others had no problem with this. Had a permanent scowl on her face also. Makes me not want to go back to have to deal with the likes of her!

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Thank you very much for taking the time to review our property. I'm really glad that you liked our swimming pool and so happy to hear the beds are so comfortable, and that you enjoyed the hot breakfast. However I am sorry to hear that one of my front desk staff was rude upon check in, our new system is kind of hard to do a split payment specially if its two credit cards. but again I do apologize for any inconvenience that you had upon check in and hope you will give us another try. Thank you Lisa

"Good price but..."

3
Michael G, Spartanburg, SC, United States 09/05/2018

This was our first (and probably last) stay at SureStay, We are BW Rewards members and normally stay at BW, but his was a last minute deal. the room was clean, but painted badly, especially the trim work on the baseboards and ceiling, splattered paint on the floor and end tables, dried nail polish (?) on the desk, water stains on the bathroom ceiling, exposed pipe in the shower faucet, the toilet was not seated properly (it rocked backward and forward) and the beds were comfortable but extremely squeaky, every time you. We were awakened at 6:30 am by loud banging (that continued until about 9:30 am) that turned out to be the exit door saying shut every time a guest left.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Michael, I do appreciate your feed back, we are a new company and new owners, and they are trying there best to update the rooms, we have new furniture that is coming, and painters to get the rooms back up to par. I do hope you will consider staying with us again. Please contact me personally at 859-293-2202 Thank you Lisa Surestay Plus by Bestwestern

"Just need some sleep"

4
Gilbert S, Pineville 30/04/2018

Arrived around midnight and after checking in was a little put off by having to pay a $100.00 deposit because of paying cash. The check in clerk was nice and friendly. They gave us a ground floor room which was handicap room. The room was extremely clean as well as smelled pleasant. The beds were a little worn, but worth the stay. If in the area again I will probably stay again.

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
Gilbert, Thank you for taking the time out of your day to give us your feedback, I truly appreciate it. I am please to hear that you had a good stay and that you will return when you are back in town, I am sorry to hear about the beds but the new owners are working on getting new ones. Thank you for bring that to my attention. As for the deposit when paying cash, yes our policy is that if your paying cash there is a deposit, unfortunately we have to do that, specially if its a non-smoking room, that is to cover the charge if someone does smoke or destroy a room. Again thank you and look forward in seeing you again Lisa SureStay Plus by Bestwestern

"And I haven't even had breakfast yet!"

2
linda b, Algonquin, Illinois 29/04/2018

I've never heard such noisy beds! I'm sitting in the room on the bed and every time I move the bed squeaks... really loud.. I can't imagine turning over at night and not waking up.... and the other bed is just the same... I'm sure the adjoining thinks they know what we're doing in here... and we're not!! We also don't have a printed sheet with the TV channels... we like specific channels and don't want to search for our shows through the TV schedule. OK, that's picky! I'm actually going to wait until tomorrow to post this as I'd love to find a positive comment! I can't get into the"Could You Say a Little More About It" section... seems strange... but I will say that we always stay at Best Westerns. And I can't remember the last time we gave such a poor review. I know there have just been changes made with the hotel ownership, so maybe the bugs will get worked out. I sure hope so. OK, it's morning... the beds were comfortable to sleep in. They just need to lose the squeaks. Breakfast was just OK. No decaf coffee, no skim milk, eggs sausage, biscuits and gravy ( I didn't have), cereals, breads, yogurt, watered down orange juice...

"Good hotel but..."

3
User 29/04/2018

This hotel is a great value hotel. Nice big clean rooms. Room service could have been better- never refreshing the in room coffee supply etc. Probably the worst was knocking on the door at 8am each morning trying to get in to clean. What hotel expects people to be out of the room by then? The front desk staff was great.

"Bad bed, slow drains"

2
Kathleen S, Charleston, WV 23/04/2018

I will not stay at this chain again. The price was the only appealing thing about this hotel. As it is, the hotel which felt a lot cheaper than the price. I expected poor quality linens, pillows, towels, but the bed was terrible. The drains were so slow that even a quick shower left me standing in water that partly covered my feet - yuck. The room wasn't precisely dirty, but it sure wasn't sparkling clean either. Breakfast was predictably 2nd rate. I was glad to leave.

"Absolute Nightmare! Management is Horrendous"

1
User 21/04/2018

After being approached by several police officers while waiting on my husband to bring the key card out to the car I was asked for my identification and my purpose for being at this hotel. The police officers then proceeded to tell me that this hotel has a high traffic area for narcotic deals. After thinking about this and realizing I do not want to stay at a property that is this run down and this full of criminal and narcotic activity I asked for a refund. Management proceeded to Yell at me and refuse to give me their name and contact information of anyone that is above her and told me that she is the general manager of this property and that she does not have to give me any information because she runs the hotel and whatever she says is basically the law for her and her property. She then called the police on me because I was not happy about not getting a refund in which I had to wait almost an hour and police officers explaining to them the situation. They went inside and the only thing this property would offer me was $100 refund on a deposit and would not even comp me another night at another property or refund my room. This is the most horrible business That I have ever dealt with in the hotel industry. Do not ever stay at a best Western and most definitely do not stay at this best Western on Elkorn Drive in Lexington because apparently it is overrun in criminal and narcotic drug activity and the property owners will steal your money

Lisa M, Manager at SureStay Plus Hotel by Best Western Lexington, responded to this review
I am sorry that you had problems at our hotel, you said that you were approached by several police officers while waiting on room keys, so your saying while your husband was checking in you were approached by several police officers. First of all you were approached by police officers while you were sitting in your car at your room not at check in, we have police officers portal the area for safety of our guest, if they see you setting in the car for a period of time yes they will approach someone, that does keep the naroctics down. You were not giving any money back due to you being in the room for an hour an a half, and considered there was no one to clean that room after you decided to leave that would have put us down a room, you said you were yelled at by management, after reviewing the video and audio it was you yelling you were even yelling at your fiancé as he was trying to calm you down, you were demanding the owners number and it is against the law to give any employee numbers out. As for the officers explaining the situation to us, no mama the only thing they explained was why they question you! He said he never ask you for your Id, and as for the $100 your name was not on the room so we could not give you the money back, it had to be your fiancé to get the deposit back, but once he found out the police was called because of your attitude he took off running. The police officers are doing their job, so they must have felt that there was a reason to approach your vehicle. If a guest fells like that having police officers on property is a treat to them then I am sorry, but it helps keep our guest safe, they portal all the hotels in that area. Thank you..

"What a stay.. really a SureStay!"

5
User 04/04/2018

Loved my stay at SureStay Plus by Best Western overall. Friendly desk clark greeted us with a smile, and helped us at the front desk. She helped us upon directions to our room, and made sure she could help us in every way possible. As we entered the room, they were very spacious, clean, and comfortable. It had many amenities that were very useful during the stay. It felt like home away from home. Next morning, we went to get breakfast, and the breakfast lady helped us get our breakfast. They had delicious hot breakfast, and many other options, including healthy breakfast. The hotel was located in a nice location, just down I-75, with many restaurants, and other places nearby. The environment was very peaceful and calm. We were ready to check out, and were dropping the key at the front desk when the desk clark lady asked us about our stay, and made sure we didn't have any problem. Next time when I come to Lexington, I will surely stay in SureStay because of the amazing experience this time!

"Good Deal - A Bit Rough"

2
Adam S, Omaha, Nebraska 01/04/2018

For slightly more money ($20 more or so per night) you can have a much more enjoyable experience. The room smelled of cigarattes and the booking receipt specified a smoking room - even though multiple signs asserted that this was a 100% non-smoking hotel. My guess is it used to have smoking rooms before it changed hands, which is normal. Bedspread, couches, carpet, etc had cigarette burns. Bathroom was clean, hot water didn't last very long. The biggest problem I had was with the breakfast - at the exact minute of breakfast closure the door to the breakfast area was closed with my wife still inside! I had to ask to be let in to get back to my food and her as well. I don't know the logic behind this, because most hotels just start to remove the food at closing time.

"A weekend get away."

4
dawnnolan36, Gainesville, Florida 11/03/2018

See the sign SureStayPlus from interstate, got closer and realize it was by Bestwestern, was very happy to know there was still a Bestwestern in Lexington, upon check in the lady working the front desk was very nice and greeted us with a smile, she ask how she could help us, we ask a couple of question about the hotel, one question was about the internet and cable since we seen the trucks outside, she explain they were doing an upgrade, please to hear that, she gave us a very good rate, told us about the hot breakfast, the spa, even though it seemed she was the only one at the front desk, she had other employees asking her questions while checking us in, she answered there questions and still was able to continue checking us in still having her attention on us as well as whatever was going on around her, you could tell she was the manager, but her name tag did say so maybe she wasn't but should have been. Gave us directions to our room and said she would be here til 7pm if she could be any help. We got to the room, very nice and clean and spacious room, loved the pillows. The next morning came down for breakfast and it was everything this young lady said it would be, however it would have been better if the lady doing breakfast was slamming doors or cabinets or complaining about what seemed to be about a guest that done something in breakfast that morning she was telling other guest about it, then someone got some milk and it splashed all over the counter she then said you could have put the milk in a cup instead of right on the cereal, don't know if guest got embarrass or what but left there cereal and left, she then said why do people have to make a mess, We came down the next morning for breakfast again and as my wife is getting coffee we hear the lady telling another person about nothing being ready when she came in this morning and she was tired of doing other employees work, my wife looked at me and said can't listen to this again Cracker Barrel just across the street. We proceed to check out and the same lady that checked us in was there it seemed like she was there all weekend, she ask how are stay was I told her it was great but could have done without the entertainment in the breakfast room the last two mornings, she said if we didn't like what was on tv we could have ask to change the channel, I laughed and said it wasn't the tv. She smiled and apologize, great place to stay, but you might want to take your breakfast to your room.

"You Get What You Pay For.."

3
644taylort, Fort Wayne, United States 07/03/2018

I have mixed feelings about this hotel, but most of them are negative. Upon check-in, I was greeted by a friendly desk clerk. She was very kind and helpful, despite the fact that she had 3 guests checking in and a call on hold. She briefly explained how to get to my room, which was nice. They have multiple entrances and they are clearly labeled, which is helpful. I was a bit skeptical of the hotel at first. Its appearance is a bit rough, especially the lobby, caught somewhere between modern and kitschy. There's a strange bright blue all over in the lobby and hallways, which makes the place look a bit cheap, in my opinion. Once I got to my room, I was pleasantly surprised. The rooms are very spacious and the beds are comfortable, especially the pillows. My room had a fridge and a microwave, as well as a mounted TV, which I loved. It made it very comfortable to lay back and watch TV. The bathroom is quite roomy as well, more than a lot of hotels. The bathroom space (not quality) felt more like a Hilton or something of that tier. Quality of everything in the room left a bit to be desired, but it's reasonable considering the room price, which I tried to keep in mind through the negative experiences. Lots of utility rooms were left open, which made the hotel seem very disorganized and dirty. The bed, though comfortable, was very creaky and felt a bit unstable when you moved around on it. The walls are very thin - I could hear people talking at normal conversation level as they walked through the hallway past my door. Speaking of my door: every time I tried to open it, it took at least 4 attempts. The door handle broke off if I didn't rotate it downward and then up, and even then, most of the time, it would come off before I opened the door enough to get through. At first it wasn't a big deal, but especially when I was checking out and had my luggage, it was horrible. My hands were full and the door issue just made it a nightmare to even leave. The breakfast lady was nice, and breakfast was about standard for Best Western properties, but the attendant kept complaining about her boss, how long she had been there, and how much money she makes to do her job. As far as location, the hotel is located very conveniently off of the highway and it's in a small off-road right near other hotels, a McDonald's, a Waffle House, a gas station, and a few other places. I'm going to assume mine is one of the few rooms with an issue as inconvenient as the door, but the overall quality of the hotel still leaves a lot to be desired. But hey, the average room rate is only $60.

"Worst Best Western Ever!!"

1
User 06/03/2018

My husband stopped through for a night on the way to VA. I thought it would be a nice peaceful night at the Best Western. We checked in and the staff was friendly. We requested a first floor room because my husband is still in a lot of pain from surgery on his back. We brought our bags in and that is when the nightmare began. I settled him in with ice on his back bit couldn't help but notice all the holes in the comforter. I went to the bathroom and noticed something that looked like tomato paste splattered all of the bathroom door. I called the front desk who offered to move us. Not happening now. My husband is in pain. She sent someone up to wipe down the bathroom door. And left. I pointed out what looked like spit all down the dresser and he said it was because this used to be a Howard Johnson two weeks ago. Does that mean you can't clean the room??? I booked thru the Best Western site. I should have booked through Trip Advisor.. Wouldn't have ended up here!! My husband and I couldn't sleep all night. Walls were so thin and the noise was horrible!! Stay away.

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