SureStay Plus Hotel by Best Western Alvin, Alvin

Wish I could give this place a negative 5 stars. First, the front desk lady was very, very rude and unhelpful. We arrived 30 minutes before check-in and was told we would be charged $20 more for early check-in. Then, when trying to change check-in per request of the front desk lady in order to check-in quicker, was immediately charged a cancellation fee of $81.00?!? After leaving - because I was done at that point and had three small and tired children that had driven with all the way from Dallas - tried calling the front desk in order to speak with a manager while we continued to try and find another hotel to stay at. When I asked the front desk woman for the manager, I was informed that he (his name is "Kirty" according to her) was not in, would not be in anytime soon, and that he only responds through her because he is "on call"??? Okay. So, then I asked for a corporate number, since the manager was not currently " on call", to which she immediately informed me that they do not have corporate or a corporate number?!? So, finally defeated and completely exhausted from running in circles with this woman, I ask her to leave him a message for me. She says okay but that there is no guarantee that I will get a call back.....no problem, I am done. I leave my name and number (only because she almost hung up on me without taking either) and finally end the call without any satisfaction or resolution in sight. Again, if I could rate this place a negative 5 stars, I would! Horrible, horrible, HORRIBLE service. I have NEVER had such bad service as this before.

BestWesternHotels, Corporate at SureStay Plus Hotel by Best Western Alvin, responded to this review
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. - Best Western Hotels & Resorts

This hotel was excellent for us. The location was great. The beds and pillows were great as well. The breakfast was typical continental breakfast. The pool felt wonderful since the weather was hot!! The only drawback-not to us though-the hotel did not have an elevator.

AlvinTexas, Manager at SureStay Plus Hotel by Best Western Alvin, responded to this review
We want to thank you for taking your time to fill out the survey and for letting us know how we are doing. Yes, the hotel was built without an elevator but we do try to accommodate anyone who needs downstairs as best we can. Do hope you were able to take advantage of our hot breakfast items, such as eggs, sausage, biscuits and gravy. Our staff is very pleased to know you enjoyed your stay and the beds. Thank you for your review and hope to see you again.

Not pleased with the service here this time. I have stayed in this property before and this time it was for the convenience to proximity to a wedding we were attending, so, I asked for a late check-out to get ready for this event and she said late check out is twelve and is $20.00 after that. Well, I feel that a customer whom has repeatedly chosen their property over the many others in the area, could possibly be treated with such loyalty in return. But I was firmly told no, so, obviously my repeated business there is not valued, so I will not be returning to this property. So, instead of granting a complimentary hour at $20.00, they've lost a three-two four times a year customer at 250.00 - 350.00.

The staff was very professional and welcoming and the rooms and lobby have nice decor. There was a good breakfast with lots of options and good tasting coffee. I will definitely stay here again if I'm in the area again.

AlvinTexas, General Manager at SureStay Plus Hotel by Best Western Alvin, responded to this review
Hello Roam29527995698, Thank you for taking the time to leave a review concerning your stay here at Sure Stay By Best Western Alvin. We are glad to see you enjoyed your stay and everything was met to your satisfaction. We do hope to see you again and consider a future stay if you are in the area. Again we appreciate your positive feedback. If you have any questions you may contact us personally at 281-756-8800. Thank you, Sure Stay By Best Western.

We booked a room for 2 at the SureStay Plus Hotel through the Best Western website. I do not remember it saying anything about there NOT being an elevator in the hotel, and I forgot to ask for a downstairs room. When we got there, I asked and of course they were booked solid, I explained my sister had recently had back surgery, but the male employee at the front desk was unconcerned, did not even try to move anyone around. He was not helpful in anyway that night or the next night when I tried to use the hotel computer, he could NOT get it to come on. The room was great, bed and pillows were so comfortable, hotel was in a good spot for where we needed to go and was also close to main roads to take a side trip down to Galveston one afternoon. Did not use the swimming pool, but it looked nice. I would stay here again, but I would make sure to request a lower room.

AlvinTexas, Manager at SureStay Plus Hotel by Best Western Alvin, 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 . Sincerely, 54059 Property SureStay Plus Hotel by Best Western Alvin

booked this hotel the night before our cruise. I would not recommend this hotel. We were looking forward to a nice walk a the local park and soaking in the hot tub. But the hot tub wasn't working (control center covered in ants). So, then I thought I would like to work out. Well, that equipment wasn't working either. The elliptical was broken. The treadmill was broken, and the tv in the workout room didn't work either. Unreal. Add to that the crazy road noise. We will never stay here again. The young man at the front desk did try to get the tv working.

AlvinTexas, Manager at SureStay Plus Hotel by Best Western Alvin, responded to this review
We appreciate you taking the time out of you day to complete our survey. We do apologize for not exceeding your satisfaction during your stay. We promise to look into those problems and fix them. We hope you consider on giving up another chance to meet your satisfaction in the near future, again we do apologize. If you have any questions you may contact us directly Thank you Sure Stay In Alvin

The hotel in itself is really clean. The majority of the staff are amazing, and super sweet. Our soul purpose for staying here is because my husband is currently working 14hr days in Alvin. He wanted to stay somewhere with a hot tub. Well the pictures of the pool and hot tub look great, but the hot tub never worked and the pool was pretty gross the majority of the days we stayed there. They had to track down a net an WE cleaned the pool.

AlvinTexas, General Manager at SureStay Plus Hotel by Best Western Alvin, responded to this review
We appreciate you taking the time out of your day to complete our survey. We do apologize for not exceeding your satisfaction during your stay. We promise to look into those problems and fix them. We hope you consider on giving up another chance to meet your satisfaction in the near future. Again we do apologize. If you have any questions you may contact us directly Thank you Sure Stay In Alvin

If you do no want to haul your bags up stairs ask for a ground floor room as this property doesn't have an elevator. Other than that this is a clean basic hotel room. Breakfast is provided, the waffles were good.

AlvinTexas, General Manager at SureStay Plus Hotel by Best Western Alvin, responded to this review
Thank you for taking the time to complete our survey. Yes we do apologize for not having an elevator at the moment. We are glad everything else was met to your satisfaction. We do hope you come back for another stay. Thank you again. Have a great day. Sincerely, Sure Stay By Best Western Alvin.

Sure Stay Location in Alvin TX is next door to former Best Western, Now a M-6, but this former 8 has upgraded to a 9 and improvements are still being done as some workers were busy with those things when I arrived. The rooms are comfortably large with the expected amenities such as a large TV, coffee maker, micro, fridge (with Freezer!), desk, adequate bath linens although the weave pattern on towels was like a farm field with furrow like pattern, alittle rough on the skin but highly absorbent - Passes, two locations for hanging clothes, so if you are traveling and want to remove all clothing from your vehicle - rooms can probably accomodate you. comfy bed, darn good A/C unit. Carpet could use a replacement but it looks like that will be coming soon from the work I witnessed. Otherwise,m for the price of the stay, no complaints! Work in progress but tolerable as there was no disturbing noises and of course they can't work on every room at one time! Stop in, it is reasonable and large selection of TV channels.

AlvinTexas, Manager at SureStay Plus Hotel by Best Western Alvin, responded to this review
Thank you for taking your time to leave a review. We are glad you enjoyed your stay and were not bothered by the work being done. We do want our guest to have a nice comfortable experience at our hotel. We appreciate your take on our property and hope you come to stay with us again.

When we pulled up to the hotel we noticed how ran down the outside was. After traveling all day we were just ready to rest. Thinking the inside would have been better we decided to stay. Upon entering the establishment we noticed how unkempt and rundown it appeared. After check in, which was interrupted several times by the employee who was also handling another billing dispute with another guest, we asked where the elevator was. They dont have one. Once we made it by the drunk guest who was singing by the outside door, drug a 40 pound bag up the 2 flights of stairs, and had to force open our doors, we were greeted by horrible lighting and stained carpet. Once we realized we had been charged a second time for our rooms, we tried to dispute it but was met with rolling eyes and attitude. We gave up on that. The beds were comfortable, the breakfast was ok. Overall, I would not willingly stay here again.

AlvinTexas, Front Office Manager at SureStay Plus Hotel by Best Western Alvin, responded to this review
We appreciate you taking the time out of your day to complete our survey. We do apologize for not exceeding your satisfaction during your stay. We promise to look into those problems and fix them. We hope you consider on giving up another chance to meet your satisfaction in the near future. Again we do apologize. If you have any questions you may contact us directly. Thank you Sure Stay In Alvin.