SureStay Plus Hotel by Best Western Mammoth Lakes, Mammoth Lakes

Let just say We won't be going back and stay at this hotel again. Don't be fooled “ by Best Western” sign like we did. The hotel from the outside need a new paint job, the staffs members need a remedial training how to greet their customers, the continental breakfast was nothing to write home about, it barely have any foods to eat.

Decent location in the town of Mammoth but very basic in most ways. No elevator so we had to haul luggage up two flights of stairs. We're seniors so I asked if there was a room available on the first floor but the check in person was not accommodating although the motel did not appear to be full. I guess we were lucky to be on the 2nd floor not higher. Room was adequate and did have an air conditioner unit (not universal in Mammoth) that was noisy and difficult to regulate. The included breakfast is in a basement area. When we arrived at 9 am (before the deadline) I asked for milk. I was told by the staff person (who had limited English) that there wasn't any, despite the fact they have dry cereal and oatmeal. They apparently didn't have any butter for the toast, bagels or waffles either (no waffle batter anyway). We'll try a different motel if we decide to visit Mammoth again.

I booked this hotel online a travel site. Once they charged me for the booking and sent the confirmation email, I called and talked to the person on checkin counter of the hotel. They confirmed the reservation. I told him on the phone that I will be arriving after midnight and he made a note of it. After this I drove for 5 hours to the Surestay plus hotel and reached around 1am. When I reached there the receptionist told me that the hotel can see my prepaid reservation but they don't have a room assigned to it and unfortunately they don't have any available room. This was so shocking to me because I had called ahead and confirmed the booking and had prepaid for it. The person at front desk suggested me few hotels but they were all fully booked. His next suggestion was to go stay the night at Bishop which is 45mins away. This all seemed so unprofessional and frustrating. Finally I had to go stay at the Motel 6 in the town. On top of all of this the front desk guy couldn't even refund me. His system allowed him to only refund the room charges but not the taxes and service fees. Stay away from this place if you want to enjoy your vacation. Tldr: Made a prepaid 2 day booking. Called ahead, confirmed the booking and told them I will reach late night. Drove 5 hours and upon checkin I was told they made the booking but didn't allot me a room and they have no room for me. Had to stay the night in Motel 6

The property was ok. Apparently this place was a Travelodge before. If you pay a little more attention beyond the surface, you can still see a lot of Travelodge quality in there. Looks like some updating has been done in the room interior but more work needs to be done to bring the facility to Best Western standards. Front desk staff need customer service training if Best Western cares about their brand reputation.

GM Surestay, General Manager at Surestay Plus Hotel By Best Western Mammoth Lakes, responded to this review
Dear guest, I am sorry to hear that your stay did not met your expectations. Thanks

Hotel is more like a circus!! DO NOT STAY HERE. Manager and team are an absolute disgrace! Still waiting on a refund I was promised for an incorrect and an unauthorised no show charge for a reservation I did not make. Took 2.5 hours to check in and issue still not sorted 2 weeks later. Promised a refund by the manager and made to pay again but guess what… no refund. Manager is never at work and the front desk staff are rude, useless & should not be working in customer service. You will be lied to at this hotel, please stay somewhere else. I have escalated my issue to higher management and I will not rest until my issue is resolved. Process my refund like you promised!!

Jamie Hansen, Owner at Surestay Plus Hotel By Best Western Mammoth Lakes, responded to this review
Thank you for the comments regarding your recent stay with us. We are sorry that we were unable to meet your expectations during your stay. Guest satisfaction is something we strive for every day and your feedback is very much appreciated. Please know we use all feedback, both positive and constructive when reviewing the services and accommodations we provide to our guests. If we can be of further assistance, please don't hesitate to let us know

The frontdesk personnel needs a training how to deal with hotel visitors. No manners and rude. Feeling like his the owner of the hotel. I have some problem with the card key and he was upset about it and told me its my fault. We have a friction with our converssation and he told me i can leave if I'm not happy and threatened to call a police and told me I'm complaining because i need a refund. How rude that is. Really disgusting

GM Surestay, General Manager at Surestay Plus Hotel By Best Western Mammoth Lakes, responded to this review
Dear Guest, I am sorry to hear that your stay did not met your expectation. Could you please let us know when you stayed with us. Thank you

The most unhelpful person at the front desk in the world of hotels stays. Dirty room full of hair. The breakfast had hardly and food. I gave them my BW rewards information and i never receive my rewards points or email receipt, I had to file a claim with BW. This hotel is way below the BW standard for this chain of hotels. Be aware if you stay here.

GM Surestay, General Manager at Surestay Plus Hotel By Best Western Mammoth Lakes, responded to this review
Dear guest, Thank you for taking a time to write a review. I am sorry to hear that you stay did not met your expectations. Thanks

Our little family had a nice little stay. The room was clean and looked newly remodeled. Has a mini fridge and microwave. Balcony was nice to have. Bathroom was clean and everything worked great. The only downside was the ice machine. There's only one and when we needed ice… there was no ice left at the time we needed it; just had to wait it out. Location was nice. Close to a pizza/bar spot and restaurant. About 2-4 min drive to Mammoth Village. The continental breakfast was not bad… Can't go wrong with waffles! The stairwells and hallways could use a little updating to match the rooms but overall it's worth the stay.

About the only positive is that it was recently remodeled and clean. That's where the good stops. We stayed here because we were traveling with our dogs and really didn't have much choice in the area. For $250 a night, it was pretty sad. The one chair in our room, an office type chair, was broken. The place where the smoke alarm should be in the ceiling was just dangling wires. The outlet under the desk area was literally hanging out of the wall. The rooms are very small. The bathroom door is a barn door. Ours was off the bottom rail. Absolutely no privacy when using the restroom. Breakfast was terrible. Our teen son said it felt like a prison lunchroom. We couldn't eat cereal because the milk carafe was empty right when we came in and after asking twice, it was never refilled. The first morning there were about 10 pieces of bacon, but it did get refilled. The 2nd morning, there were 3 pieces of bacon and it was not refilled while we were there. I picked up a raspberry danish to enjoy but it was frozen solid and there were no microwaves. There was no water for drinking at breakfast. The waffle batter was empty and took forever to get refilled. On the first morning, there was no coffee. No coffee. There is no elevator down to breakfast in the basement so back up the stairs to go find coffee. I am not one to leave a negative review but if you have any other option, go there, not here.

It's an old hotel, but you can tell that you can tell the new owners are working very hard to refurbish it! Rooms are smaller than average, but that's hardly the fault of the new owners on how the building was built. The rooms are modern and basically brand new with A/C, microwave, fridge, USB ports, coffee maker, etc. I chose this hotel over many others because rooms have a/c. It can get warm in Mammoth in the summer and I sleep better cold. Free breakfast with waffle maker is a great value! They had all the continental breakfast staples and the guy working the dining area was working VERY hard to make sure everything was always filled. Rushing back and forth, checking on everything. They also cleaned my room every single day, instead of trying to save money under the guise of COVID. Now that's how you run a hotel. Take note Hilton, Hyatt and Marriott! You can tell the owners really care about their investment and are putting a ton of money into this hotel. That said, expect some construction if you stay here in the coming weeks, but Inconvenience is minimal. For example, they were repaving the front parking of the building, so I had to go into the underground parking lot and up the stairs. Also be advised, no elevator. Overall, think you'll be pleasantly surprised if you stay here.