SureStay Plus Hotel by Best Western Durham Medical Center, Durham

I made reservations over the phone and was told that we pay at check out for our room, they took credit card information over the phone and when I arrived made me pay upfront-which would have been fine had I been told that but after a flight hadnt had chance to transfer into my account assuming I would be paying at check out. This may seem like a small detail to some but added huge additional stress. I called back customer service who credit my rewards but ultimately the front desk and manager onsite were very rude about this and it was pretty embarrassing. The hotel itself is old and you could tell they tried to remodel somewhat but it felt like I was staying in a cheap budget motel. Wifi wouldn't connect, and breakfast had limited options to waffles or cereal. I had 3 more upcoming bookings but I will be canceling because its not worth the points to stay in a crap hotel.

General Manager, General Manager at SureStay Plus Hotel By Best Western Durham Medical Center, responded to this review
We know you're busy, so thank you for taking a moment to share your experience. Please know that our dedicated team is committed to positive change, so we will reflect upon your valuable concerns and work together to address them. We will also ensure that we're always putting our best foot forward and presenting our property and rooms in the best light. It is our hope to welcome you back someday for an experience that is nothing short of five stars.

No hot water in the shower. The chair n the room had holes in it and stains on it The floor throughout the building is warped. Evening check-in at a little outside window you are not allowed in the lobby...very sketchy

General Manager, General Manager at SureStay Plus Hotel By Best Western Durham Medical Center, responded to this review
Feedback from our guests is always appreciated as it helps us improve. Please accept our apologies for any concerns about the condition of the property, as well as for any issues with the bathroom and check-in. We'll pass your comments along to our staff for further review, and we hope you'll consider staying with us again should you be back in the area.

Nice service and no complaints at all. Sam has been doing a great job. The breakfast was good and I enjoyed the room it was clean and presented nice. I would come back to enjoy some more time there at this establishment.

General Manager, General Manager at SureStay Plus Hotel By Best Western Durham Medical Center, responded to this review
Dear Joshua, At SureStay Plus Hotel by Best Western Durham Medical Center, we hope to be all things to all of our guests. It looks like we hit the mark with you knowing how much you enjoyed our clean accommodations, wonderful staff, and delicious breakfast. There's no greater honor than knowing a guest was so impressed they will be joining us again, so thank you for all of the lovely compliments.

Had been on road for over 15hrs bc I was moving to Durham, NC. I know its holiday time so I was area most hotels would be over $100. I hate that I had to use 5,000 of my points for one night but I had needed to get some sleep so I used this hotel .

General Manager, General Manager at SureStay Plus Hotel By Best Western Durham Medical Center, responded to this review
Dear Candis, Based on your rating, it looks like you had a great overall time at SureStay Plus Hotel by Best Western Durham Medical Center. Thank you for being our valued guest and sharing your experience. It would be wonderful to welcome you back, so please return soon for another five-star visit.

If it is all you can afford it will do. The staff is not very friendly or courteous and not all of the amenities work or are what they say they are. I was really disappointed as it is in the best Western line of hotels. I thought their standards were high than what this hotel has to offer.

General Manager, General Manager at SureStay Plus Hotel By Best Western Durham Medical Center, responded to this review
Dear Joy, Thank you for sharing your experience staying with us. We apologize for any perceived rudeness from our staff; it is important to us that every guest feels welcomed, and we will speak with our team to ensure we are delivering service with a smile for every guest. Thank you for your comments, and we wish you pleasant future travels.

This is my second review (an update to my first). We checked in, went to our room and immediately walked back to the front desk to check out. The room was dirty, the sheets were stained and the tub was so bad my family did not want to shower in it. It did not feel safe at all. We were assured we would get a refund, 3 weeks later...no refund. I've called and asked to talk to a manager (who is conveniently never in the hotel). I've left 4 messages, each time being assured that I would get a call back. That has not happened yet. Today I asked for their 1-800 number customer service and it looks like through them I will be able to get my refund to go through. I don't ever leave reviews, but wanted to share our experience, in order to help others avoid the same problems we have had.

Customer service at front desk was ride. Waited about 10 minutes for him to come to desk. Hotel reeked of smoke in hallways and elevator. Tim was on, but for a nonsmoking property, the smoke permeated everything. From was spartan. Lampshade was missing from lamp. No water pressure and had towels for 2 not the 3 in the room. I've ma in bed had no ice. A/c worked well ll and hotel wasn't noisy.

Hotel being remodeled. Long dark hallways with lots of equipment along the walls. Floors looked like they pulled up carpet and put laminate down. Floors are very wavy and a tripping hazard. Bed was comfortable. Flat pillows (bring your own) and no blanket was provided on the bed. Our first room had a non-functioning toilet and they moved us to the next room. Windows were dirty (3rd floor) and parking lot lights were directed in our window at night. Can't speak to the breakfast as the hours stated were not correct and we had to check out before 730am. Pick another hotel until this construction is over.

Customer service is horrible. Asked for some bug spray for the giant cockroaches in my room but got nothing but attitude. Called twice but to no avail. Also lots of construction happening in the building. Never. Again.

This had good reviews and was close to our daughter's home, so we thought we'd stay here. It was VERY noisy. Kids running in the hallway until around midnight. I picked up the phone to call the front desk and it had been unplugged. We tried to set the air conditioner to the temp we like and the numbers didn't read well. It ended up reading 47 this morning. It wasn't that cold...but it was chilly and they had no warm blankets. The bed had a couple of sheets with a VERY lightweight "blanket" between and a VERY flimsy spread. Then there were the towels...the bath towel was so small and lightweight it wouldn't dry a child much less an adult. Throughout the night my husband heard someone constantly locking and unlocking their car. Rather peculiar. We were supposed to stay two nights and immediately left in the morning. I can say there were no bugs and there was a cracker barrel next door where we stopped for breakfast. The waitress told me she had heard from others how noisy the place was. Oh...and forget the free hot breakfast. They had a toaster and a few items to go into it. Oh...and another oddity...when have you ever gone to a hotel and had to enter the elevator from the outside of the hotel! Not at all secure.