SureStay Plus by Best Western Coquitlam

Very disappointing reservation and customer-service experience I am extremely disappointed with my experience involving a reservation at the SureStay Plus by Best Western Coquitlam. I made this reservation as part of a planned visit to the Vancouver/Coquitlam area. Unfortunately, the trip was cancelled and the reservation was not used. I contacted the appropriate parties regarding the cancellation and attempted to resolve the financial issue. What was particularly frustrating was the lack of a satisfactory resolution and the feeling that responsibility was being passed between the hotel and the booking company. As a customer, I should not have to spend significant time going back and forth simply to obtain a clear answer regarding an unused reservation. This experience left me with a very negative impression of the property and the customer-service process. It also negatively affected my overall experience of planning a visit to British Columbia. I would not book this property again, and I would be very cautious about booking it through a third-party travel website unless the cancellation and refund terms are completely clear in writing. I hope management reviews how reservation cancellations and customer complaints are handled so future travelers do not experience the same frustration.

July 27, 2026, my 2 children and I checked into the Sure Stay hotel in Coquitlam at 9pm. Travel delays put us checking in incredibly late, all we wanted to do was go to our room and sleep. When we arrived to our room, one of the queen beds had blood on everything. The pillow cases, fitted sheet, top sheet, duvet and duvet cover. There was also blood on the curtain, the towels, the face cloths, etc. When I called the front desk, the man came to the room and changed the bedding. He did not change the curtains, or the towels and cloths. He did not offer us a room change. When he left, I found more blood on the "clean" bedding he changed out the previous bedding with. I balled it up and walked down to the front desk. By this time was crying, and had already called my partner crying, he too then was asking the hotel to "do something" about it. He brought more bedding. Still didn't fix curtains or bathroom linens. Apologized and left. I asked to speak to the manager of the hotel, as did my partner. She did not call him or l. I was told repeatedly she would be coming in later in the week and would respond. He and I were told she'd call us. She did not call us, she never came in. We were not given a number to reach her, then we were later told she had a "family emergency" and "wouldn't be in the rest of the week” but offered a 20% off the first night compensation for the “inconvenience.” I told the lady at the desk this was an unacceptable solution to the upset my kids and I endured. Her response was "well you chose to stay here." I said "my kids and l are from out of town, and I was charged for the hotel upon arrive (over $1046) and it was now after 10pm at night - I can't just take them and leave." She said "that's your problem. You stayed." So in short, the hotel state was deplorable. The attitude of the female staff working several mornings, and the fact the manager didn't bother to do anything adequate for what we endured on this experience - is unacceptable!

Only book this place if you are going to use it to just sleep. The bed was nice. The room I would give 0 stars if I could. The bathroom had yellow buildup all over the ceiling, red mold in the bathroom grout, hair in the tub, floors and on the wall. The room had not been dusted in what looked like centuries and they did not clean the glass; there were fingerprints and toothpaste splashes still. Service I would give 0 starts if I could. This room triggered my asthma and almost made me throw up when I entered. I came from out of the country to tried to address this the next day with the staff and get a refund for the days I didn't want to stay, and the room made me so sick I just wanted to go home. I booked six days but the woman in front lied every step of the way about trying to get a refund and called the police on me for pursuing it. The first time the police came I told them what was going on and how I was trying to get a refund and they were getting several phone calls, and the front person just didn't want to deal with me. They let me stay so I could work with the 3rd party. I honestly think they are just calling the cops on anyone that wants to get a refund and pushes it so they don't have to give the refund. I finally convinced the 3rd party to give me a partial refund so I could leave and not lose 5 nights I had left. I got 2 nights credited but needed to leave the property. Sick and exhausted I packed my things and had the third party on the phone. They continued to lie about the possibility of a refund. Saying it wasn't on them when they directly told the third party there would be no refund due to hotel policy. I had to have the third party on the phone and her at the same time to figure this out. I tried to check out and because of this argument they called the police again. I was just trying to check out and go home. The third party wanted verification but was having a hard time reaching the hotel to verify. I have traveled all over the world, several trips and never have I experienced such a dirty, rude place. I will never book with BestWestern again or go to Canada. The Dominican Republic, Germany, Mexico, Hawaii, Las Vegas, Austria is 1000% cleaner than this place. I don't have pictured of the red mold from the bathroom because I cleaned it myself.

Hotel Review: I recently stayed at this hotel and was disappointed with the overall experience. The rooms are quite outdated, which immediately made the stay feel less comfortable. During my stay, I used the in-room iron, which unfortunately scorched my pants. When I reported this issue, the staff blamed me for using the iron incorrectly rather than offering a solution or compensation. The bathroom was another major concern. It had a persistent odour of urine, and there were noticeable stains behind the toilet that were unpleasant and unhygienic. Additionally, the air conditioner in the first room made a loud, foghorn-like noise at regular intervals, making it impossible to rest. We had to request a room change, but even in the new room, the air conditioner still did not cool the room properly. Overall, this stay was frustrating and uncomfortable. I would not recommend this hotel until significant improvements are made in room maintenance, cleanliness, and customer service.

The state of the hotel is disappointing left much to be desired, particularly the carpets and room air conditioners. Both were in dire need of a thorough cleaning; they carried a musty smell that was not only off-putting but also made my stay uncomfortable. The room ceiling is in such a condition that would keep one scared all though-out the fear of collapsing due to creaching sounds any time one walks a floor up. Unfortunately, the uncleanliness took a toll on my health, leading to throat and breathing complications during my stay. It's alarming to think about the potential hygiene issues that could affect other guests as well. If management is reading this, I strongly suggest investing some time and resources into cleaning the carpets and air conditioning units. An hygienically clean environment would not only improve guest comfort but also enhance the overall reputation of your establishment. Overall, I cannot recommend this hotel until significant improvements are made.

The handicapped accessible room did not have hand rails around the toilet and the rail that should have been there was mounted in the shower. There were no shower stools available. There were water stains coming down from the ceiling where upstairs had leaked as well as a pocket of water filled paint in the upper corner. The filth on the edges of the bathroom floor was indescribable. Light bulbs were burned out, lamp shades were cracked, curtains had holes in them and the mattress had no protector on it

DO NOT STAY HERE. The facility is old and run down. Hall ways, elevator, the under building parking are reminiscent of a 70's horror film. The room was dated and worse, the matrass had black and brown marks and stitching coming out. We checked out after looking at the room and did not sleep there. We still got charged for the 2 days.

Very happy with our stay. My dad had surgery at Royal Columbian Hospital and we are from out of town so we decided to stay for a couple of days. The hotel was easy to get in and out of, and staff was very pleasant. The beds were both clean and very comfortable. The bathroom needed a little extra cleaning. Overall happy with our stay.

While this is an older, no frills hotel, management has done a great job keeping it clean. Both the common hallways and the guest rooms are in more or less clean, original(ish) condition, they're both spacious and well equipped. Comfortable beds with newer premium linens, my room also had a mini fridge, ample storage and overlooked the courtyard. In terms of noise, it was whisper quiet. Staff were amazing - super friendly and accommodating. I can't speak to the amenities as I didn't use them however I do believe there is a pool and a gym. Ample complimentary covered parking and the location is perfect for someone requiring direct access to the freeway. The only thing I'd point out is that the hotel is located in an area surrounded by commercial businesses and residential homes. This means you'll probably need a car to access restaurants, stores and other amenities. All in all, a great stay and I would return for sure.