SureStay Hotel by Best Western Rockford East, Rockford

Do not stay here. When I opened the door, it fell off the hinge and would not close again. The room wreaked of smoke. There was a blood colored stain on the lamp, hair in the sink, and a Panda Express bag on the wall where a smoke detector should be. The comforter was wrinkled like someone else had slept in the bed. I switched rooms and there was vomit on the bathroom floor. I booked the hotel through hotels.com and they would not refund me. Truly awful experience. The staff members were kind, but unable to help. I had a receipt emailed to me afterwards with the wrong amount and wrong credit card information on it.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Rockford East, responded to this review
Hi diane5622023, Thank you for taking the time to write such a thorough and detailed review regarding your most recent stay. I hope you will accept our sincerest apologies for these maintenance mishaps that you have encountered and that you did not receive immediate action regarding the necessity of correcting such issues as quickly as possible. It is through feedback like yours that we are able to quickly address housekeeping, and maintenance issues. We promise to deliver and match your expectations in the future.

Wonderful friendly staff and just so helpful . I would most definitely recommend this place to my friends and family and will for sure be coming back here .Excellent environment to get done what needs to be done .

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Rockford East, responded to this review
Hi anibalc474, Thank you for sharing this five-star review of our hospitality and service. At all times we will provide an efficient, friendly and helpful service to all our customers, and we are very pleased to hear of our success in this ambition. We will happily share your comments with our staff and we look forward to seeing you soon!

This hotel is a top tier hotel in terms of overall value for the buck. The hotel and room were clean, very friendly staff, and very good breakfast. But the most important thing that impressed me the most about this hotel was their customer service. They accommodated my request without any question or attitude and professionally handled it. For me, that's a huge plus!

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Rockford East, responded to this review
Hi ikusko73, Happy Holidays! Thank you for sharing this five-star review of our hospitality and breakfast service. It is lovely to hear that you enjoyed your stay and that you have rated our hospitality and accommodations so highly! We will forward your review of our hospitable and helpful staff to the management. We want you to feel at home, welcomed, and safe within a clean environment and we are glad that you indeed have experienced them all. Your feedback will serve as an encouragement to all of our staff as we strive to provide an exceptional and memorable experience for every guest. We can't wait to give you another five-star experience!

We stopped here on the way home for the night and was very pleased. The hotel was clean and quiet and close to nearby shops and restaurants. Staff was friendly and helpful. Would recommend to friends and would stay here again. Thank you!

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Rockford East, responded to this review
Hi amymallam, Thank you for sharing your perspective of our hotel's accommodations and services. I am so glad that you found our hotel to be clean and convenient and that you enjoyed the five-star accommodations and hospitality that we strive to show to each guest, during every stay. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.

This was a great hotel and the price was great too. With a clean room a decent breakfast and friendly staff, this is one of the better hotels I have stayed at in Rockford and recommend it. Updated and remodeled too so it is the best value for your money.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Rockford East, responded to this review
Hi U888HTtrevorr, We are happy to learn that you enjoyed the value, breakfast, and thank you so much for your kind review regarding our high standards of cleanliness. We seek to give each guest a very comfortable and accommodating experience and we are thrilled to hear of our success in this ambition. It was our privilege to do business with you, and it would be our pleasure to continue serving you. We can't begin to tell you how much we appreciate your five-star review, and we can't wait to serve you again!

Stayed there on our way out west. Check in was ok but not happy with bagged food instead of hot breakfast. Room was somewhat clean. It as very loud since the are walls thin. Bathroom is very small. Check out person rude. Just basic a cheap hotel.

Guest Relations Manager, General Manager at SureStay Hotel By Best Western Rockford East, responded to this review
Hi Nccyndi , Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are sorry that the breakfast was not what you have expected but we are constantly reviewing customer feedback in order to make improvements for the future. We are sorry for any rudeness or insult that you encountered with our staff. Our team is working hard to make sure our guests are comfortable and are receiving the best service. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay.