SureStay by Best Western Vientiane

Hotel in the city center, good location, very poor English spoken at the reception and in the hotel, good terrace, prices quite high, cleanliness ok, breakfast average, basic food choices.The rooms are reasonably large, unfortunately you can hear everything from the hallway.

*At this hotel, guests can be falsely accused of stealing towels or subjected to unexpected charges for trivial reasons, even after completing a proper checkout. **The key points mentioned can be substantiated with evidence (e.g., additional charges after checkout). Having traveled for business and family vacations for over 25 years, my recent experience at the SureStay by Best Western in Vientiane stands out as the most disappointing and substandard hotel I have encountered. Here is what happened: I had read reviews mentioning insects and poor cleanliness, but neither of these issues turned out to be the main problem. Our family of four stayed in two rooms (A and B). During our stay, the front desk staff accused us of "taking" two towels that were supposedly missing. This was extremely offensive in our culture, but I calmly asked them to double-check. Upon review, it was confirmed that the towels from Room A were found in Room B, and the count was accurate. However, no apology was offered. They simply assured us that there was no issue with our checkout. Six hours after checkout, I returned to the hotel to collect our luggage, only to be charged $15 by the front desk for a missing room key. This raised several questions: 1. What did they mean by "no issues with checkout" earlier? 2. Which room key was supposedly missing, and how is a $15 fee for a single plastic key justified? I explained that the key was likely left in the room's power slot, a common practice. However, the staff insisted, "This is the hotel's policy." At no point during check-in or my stay was I informed of any penalty for losing a room key. Furthermore, this charge was not mentioned during the actual checkout process but only brought up hours later, when I came to retrieve my luggage. If this truly is the hotel's policy, it should have been clearly communicated at check-in or checkout. I also find it odd that this penalty was enforced after checkout, not during the process itself. Frankly, I wonder if there's a Laotian word for "scam" because that's exactly how this felt. Although I paid the $15 fee to avoid missing my airport transfer, this experience has left me unable to trust the SureStay brand or the Best Western chain. My disappointment extends not only to this hotel in Vientiane but to the entire brand globally. This incident will not tarnish my view of Laos as a country, but as a seasoned traveler and loyal member of hotel programs such as IHG and Marriott, I can confidently say I will never stay at this hotel or any Best Western property again. For a large international hotel chain to treat guests this way—something even small guesthouses wouldn't do—reflects poorly on their integrity. The accusations over two towels and the $15 fee pale in comparison to the value of my principles and my conscience. I can unequivocally state that this is not a good hotel. --- 이 호텔에서는 고객이 수건이나 훔치는 놈팽이를 만들거나 정상적인 체크 아웃 후에 사소한 이유로 추가 차지를 요구 받을 수 있습니다. 25년 넘게 출장과 가족 여행을 해왔는데, 지난 주에 경험한 surestay by west best hotel in 비엔티안 은 제가 경험한 호텔 중 가장 질 낮은 호텔입니다. 제 경험은 이렇습니다. 벌레가 나오고 청결하지 못하다는 후기를 봤지만 벌레와 청결은 문제가 아니었습니다. 우리 가족은 4인으로 방을 2개(A,B) 이용했는데 데스크의 담당자는 수건 2개가 없다며 수건을'take' 했는지 물었습니다. 우리 나라에서는 이러한 말은 대단히 모욕적이 참고 다시 확인을 요청했습니다. 확인 결과 A에서 빌린 수건은 B에 있었으므로 수량은 문제 없었지만  어떠한 사과도 없었습니다. 그저 체크 아웃하는데 문제가 없음만 말했습니다. 그렇게 6시간 후 호텔에 맡긴 짐을 찾아 가는데 프론트에서 15$을 요구했습니다. 룸키 하나를 찾을 수 없다는 이유였습니다. 그렇다면 체크 아웃 때 문제가 없다는 말은 무엇이며(키는 실제로 방에 꽂혀 있을 가능성이 큽니다) 어느 방키가 없다는 말인지, 플라스틱 방 키 1개에 15$을 청구 하는것이 옳은지 물었지만 프론트의 직원은 이 호텔의 룰이라더군요. 저는 룸키에 대한 어떠한 안내도 받은 바 없으며 다른 호텔 에서 패널티를 물리는것도 보지 못했으며 무엇보다 체크아웃을 하는 도중이 아닌  체크 아웃 후 맡겨둔 짐을 찾는 과정에서 패널티를 언급했다는것입니다. 그게 이 호텔의 룰이면 저는 카드키값을 내지 않고 체크 아웃을 없었겠지만 모든 상황은 반대였습니다. 음..라오스 말로 '사기'라는 말이 있나 모르겠군요. 어쨌거나 공항 픽업 시간으로 일단 지불은 했지만 surestay라는 이름과 best western이라는 이름을 저는 신뢰할 수 없으며 비엔티안의 best western 호텔도 마찬가지입니다. 이 호텔로 인하여 라오스를 싫어할리는 없을겁니다. 하지만 IHG, 메리엇등 여러 호텔 멤버십을 가진 저로서는 앞으로 이 호텔과 이 호텔의 체인인 bestwest를 이용할 일이 절대 없을겁니다. 대형 체인 호텔이 아닌 게스트 하우스에서도 안할 일을 하는  그들이 제게 덮어 씌운 수건 2장과 15$보다는 훨씬 비싼 제 양심에 걸고 맹세합니다. 이 호텔 결코 좋은 호텔이 아니라고 봅니다.

Staff - very accommodating and very courteous. Rooms - comfortable and spacious. But basic. Not luxurious. Just opened in 2023 - so most things are still new Breakfast - decent spread of intercontinental and local. Location- next to river and other cafes and local attractions Must do - tipsy elephant roof top bar

The location is very good for tourist, nearby Maekhong river and to many temple are there. There are near by night market in the riverside, to many traditional products, fashion items and chill out place.

I stayed here for 4N. Was very happy with my time here. The hotel is in great condition, my room was nice. There is a gym which has basic cardio equipment and weights (which is enough for me to get a good workout!). Great location in the center of Vientiane. Breakfast was fair - appropriate level of selection for the hotel size. Reccomended!

Epic business hotel with the best roof top bar. I had a great stay and sleep. Always introduce all my friends and visitors in town to stay here as it has the most convenient location and good services. Try the Indian food opposite too or koki restaurant nearby and massage shop. Unbeatable location and price in vientiane

Like title always clean and new building. Well maintenance with overall. Great location, many restaurants, small mart, coffee shop around. Staff also helpful. Absolutely, come back staying there again.

I've stayed here for the longest time and I've always enjoyed my stay. Price is good, not the cheapest around town but absolutely worth the price. Highly recommended for everyone traveling around Vientiane.

This hotel is reasonably priced, well-located, with good restaurants nearby. The Mekong River and night market are just out the front door. SureStay exceeded my expectations for a “budget” property. I stayed twice - 2 nights before heading to Luang Prabang, and 2 nights when I returned. In both cases the front desk staff were lovely and helpful with any requests I made. I booked a corner room - it had huge windows overlooking the Mekong and the city. Yes, there is a lot of fake-wood detailing, but even so, the room was lovely and bright, and kept immaculately clean. I appreciated the reading lights. TV is not important to me, but there were a good variety of channels. (But most people might find the screen too small.) The bedding: I often stay at another chain which provides pillows of various firmness. Although the bedding at this hotel was very good, they should consider having two soft pillows and two more firm pillows. Couples might find the closet space too small. I'm a light traveler, so it was fine for 3 shirts and 2 pairs of pants. But not much more would fit. The bathroom was large with a great shower. I would have liked to have some lotion (I forgot to bring some) because the very hot, very dry climate really dried out my skin. The breakfast was, as expected, not lavish. The croissants and coffee were very good, as were the Asian selections. I liked the fact that eggs were made to order - in the kitchen, not as you wait in line. Every day there were only two fruit choices - most days dragon fruit or papaya and watermelon! They were always perfectly ripened and beautifully presented. BUT - this is Southeast Asia! The land of abundant fruit! Where are the bananas? Where are the mangoes? The servers and kitchen staff were wonderful and helpful. All in all I loved staying at SureStay Vientiane and will stay there again.

It was a comfortable hotel near the river with lots of local shops and restaurants close by. Our group had access to a separate dining room but sadly meals were a bit cold by the time they reached the table. Enjoyed our personalised cocktail hour and views from the bar area. Didn't like being close to the elevator as I could hear the pinging sounds when the elevator doors were open. Overall it was a good hotel location near the river, shops and other food places. The staff were very obliging. I would stay there again but did miss it having a swimming pool.

Two nights here in a large room with a balcony (not all rooms have them) but it is worth upgrading as not only do you get the balcony but a larger room. Huge comfortable bed. Other reviews mentioned the karaoke from the adjacent bar and it was loud but did not keep us awake after a days sightseeing. Thoroughly recommend this hotel as except value for money.

Enjoyed our two night stay at this hotel. All staff were so polite and very helpful. Could not fault their professionalism. The decor in the central lobby, the roof top bar and our room was modern and eye catching. The hotel was also very central for sightseeing. Our large room was comfortable and adequately furnished. The quality of the evening meals was varied! The first night was excellent but the second nights meal was a disappointment. Small portions and very average quality. We did not eat breakfast there so can not comment on that. Overall a very good stay.

The lobby of the hotel was very nice as was the front end service. The room upon entry was acceptable. It reminded me of a US Holiday Inn or basic Marriott room. A look out the window and i saw a huge cell phone tower a few meters from the window. If i could open the window i could touch the tower. I thought about sleeping in the room and the effect on my brain - this tower was practically in the room. A call to reception we asked for a room perhaps on the other side of the building. After 30 minutes the front desk said they had a room. We walked to the new room and it was a few rooms away from the cell phone tower. The shower stall had mold and should have been removed. The TV was 14 inch - more like a computer monitor. There are better choices for a hotel in town.

I came to Laos alone. At Surestay, I've found my family; every teammate/staff member who worked there makes me feel like I was home and helped was well-received. I wasn't no longer alone in a new country.

A pleasant hotel. Very bright, well lit. Good service and polite staff. Easy access to food and night market. Friendly and helpful Manager who is attends to her guests. A decent buffet breakfast with variety of hot drinks, fruits, etc. I was happy to have stayed there.

Staffs are friendly. Hotel is clean and in good location (surround with walking street) you can walk around to see people life style. Make you feel not alone. Roof top bar (Tipsy) is very lovely. If have chance next time I will stay again.

Staff remember me and take care me very good, location very good but in the evening too terribly for car that have a market but it's okay for me because I don't have a car. Breakfast I recommend to have local food such as kaogeepatak

They are considerate and friendly. I feel impressed about your service. I feel secured when I came here. All staffs were good service and they were support me everything. And I would like to know about sure stay television which is smart tv but I can't connect that in screen mirroring mode. Thank you for caring me

Very good service, excellent internet connection also very good hamdling while me has in room breakfast order they were served me very good and suit as my requirement, recommended hotel to stay at vientiane or near Mekong river

Good cleanliness and kindly staffs. New room, room is modern style. American and Asian breakfast. Front desk staff always support us during stay here. Good location, nearly Me Kong river. Easily to find out foods and convenience for traveling to another place.

Hotel facility is good, guest room really comfy with full of window glasses make a good point of view of the town. Breakfast menu only have short of choice during the covid but taste of the food is good. Hotel staff really kind and helpfull. Love to stay in this hotel

Excellent locations with fantastic staff service, Bed very soft and comfortable to get deep sleep. Internet also excellent, The breakfast service - Croissant is the best with salad bar and other menu that can be order.

First the luxurious vehicle when they picked me up was so impressive. great hospitality from staff, simple breakfast experience, very close to night market in Mekong, spacious room & well furnished with complete amenities, bed was so comfortable! Overall it's a great hotel in town!

The hotel has modern style rooms, clean, bright with great interior design. The hotel staffs are also friendly and helpful. The location is just great, busy area, easy to look for the cafe and restaurants, as well as very close to the night market.

Good servicing and all the hotel staffs are polite and good time management and what I like most is the hotel location is close the Mekong river bank so and other café' shops so that we don't need to walk a long way to buy something or food in overall

Room very clean and new. All hotel staffs so good service. Bed so comfortable. Elevator so fast. There have gym, many machine and good landscape. Very impression of this hotel. I stay here every time when i in Vientiane.

Great place, modern, excellent helpful staff, good gym, great location close to night markets, many cafes and restaurants at your doors step and within a short walk, great views over the Mekong River.

Room accommodation and breakfast is excellent. However limited drinking water and laundry services for long staying guests. Need to buy water because complimentary drinking water not enough (only 2 bottles). But overall stay is very good.

the service from the hotel staff is very satisfying and I really enjoy being able to stay at this hotel .. and also thanks to one of the staff who always gave us a sense of comfort when staying #vinly

They impressed me since the first they picked me with luxury vehicle, and then the magnificent front gate, friendly and welcomed staff in the front. The room also big and luxury, very nice view with full wall window facing the river. Especially the breakfast experience, I really love it so many choices, the servers also very kind and helpful. I am really love staying here, and next stay i should go here again.

The hotel offers a high level of comfort. Staff is very hostile and were so kind to leave a fruit bowl for my birthday. The breakfast is superb with some choices freshly made. Would definitely return and recommend.

Great hotel highly recommended staying here Location was good with restaurants and night market all walking distance. Facilities are good all nice and new Staff were great and really helpful Rooftop bar has a good view Would definitely stay here next time