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If I could rate it a zero, I definitely would. The room was dirty and had a foul smell. There were holes in the wall and the lamp did not work. We brought it to the front desk's attention that night but was told there was no manager on duty. We checked out early the next morning (earlier than our check out date) for our health and safety. Then the front desk agent called later in the day and was not helpful and rude. He proceeded to tell us that we had to pay for two days when we only stayed for one. He asked us if we wanted to change rooms, however, we had already checked out and did not feel comfortable or safe in another room. In the condition that our room was in, it should have never been rented out. We requested to have a manager contact us and we never heard from them.
Thank you for taking the time to share your feedback. I am sorry to hear that your experience did not meet expectations. I do want to respectfully clarify a few points regarding the situation. The individual who contacted you after checkout to discuss the reservation charges was in fact the manager. As a smaller property with a close-knit team, management regularly assists with front desk coverage alongside our staff, especially during busy periods or operational needs. When the concerns about the room were raised, our team did offer the option to move you to another room so the situation could be corrected immediately. By the time the follow-up conversation occurred, you had already checked out and declined the room move option. We completely understand that once a guest feels uncomfortable, they may choose not to continue the stay, but we do always try to offer immediate solutions first. Regarding the reservation charges, the stay was booked under a rate plan that required a minimum stay commitment, which is why the adjusted charge still reflected two nights despite the early departure. This was explained during the follow-up call. We do take comments regarding room condition seriously, including maintenance concerns such as lighting or cosmetic damage, and those items are reviewed with our housekeeping and maintenance teams after being reported. While we understand the stay did not meet your expectations, we do respectfully disagree with the characterization that no management follow-up occurred, as direct communication was made regarding both the concerns and the billing explanation. Jay – Assistant Manager
We had a very disappointing experience at this hotel. Due to a canceled flight, we arrived a day later than planned, but when we checked in, the condition of the room was unacceptable. There were cockroaches present, and the bedding—including sheets and pillows—had visible stains that appeared to be blood. Unfortunately, there was no staff available that evening to address the issue, which left us in a difficult situation. We reported everything the following morning and were told we could leave, but we were still required to pay for multiple nights despite not being able to stay due to the room conditions. We ultimately chose to leave for our own comfort and safety. While the company later offered a small amount of rewards points, it did not feel like an adequate resolution given the circumstances. I hope management takes this feedback seriously and improves both cleanliness and customer service, as this experience was far below what we expected
Thank you for taking the time to share your feedback. I am truly sorry your trip started with the added frustration of a canceled flight and that the first room did not meet your expectations. I do want to respectfully clarify a few important details for accuracy. After carefully reviewing the photos attached to both reviews, only one of the bedding images appears to be from our property, specifically the photo showing the brown bed skirt against the blue wall. That image shows the underside edge of the mattress cover near the bottom of the bed, an area that does not come into direct guest contact. Between that section and the guest are the mattress protector, fitted sheet, bedding layers, and pillows. The angle of the image also clearly shows the nightstand had been moved to expose that area. Several of the other bedding images appear inconsistent with our rooms and linens. Our property uses oversized headboards in every room, while multiple uploaded photos show smaller and completely different headboard styles, different wall colors, and the cross-hatched linen pattern visible in multiple photos is not used anywhere in our hotel. Best Western has strict brand standards on approved linen packages, and that specific pattern is not part of our inventory. Based on those clear differences, the photo set appears to be a compilation from more than one hotel. That said, I do want to sincerely apologize for the roach shown on the wall. In Florida, as the weather warms, exterior corridor properties can occasionally experience isolated pest activity despite regular scheduled pest control service. This is especially true around ground-floor rooms and pet-friendly areas with more exterior door traffic. In rare situations like this, our team is always prepared to either have the room immediately treated, provide full housekeeping cleanup, or move the guest to another room that can be inspected first for comfort. I also want to clarify the statement that no staff was available overnight. While the office doors are secured late at night, we always have staff on property 24/7, including overnight front desk coverage for exactly these situations. Had the room phone been used to dial the front desk, Rodger, who checked you in, would have been able to move you immediately. Because of the delayed arrival caused by the flight issue, we had placed you in a convenient ground-floor room as a courtesy, though those rooms can naturally experience a little more wear because they are also our most commonly requested pet-friendly rooms. Regarding billing, this reservation was booked during spring break under a heavily discounted promotional rate that carried a 3-night minimum requirement, which already reduced your cost far below the remaining market rates that week. Even though you arrived after midnight the following day and chose to check out the next morning, we still worked to minimize your out-of-pocket cost. A one-night penalty was applied, the 3-night promotional minimum was honored, and the remaining 5 nights were refunded after the offered room move was declined. I completely understand the comfort concerns you raised, and those are always taken seriously. We are also continuing wall touchups and cosmetic room refreshes throughout the property, though as a budget-friendly SureStay some cosmetic items may be scheduled after more urgent repairs and operational priorities. We truly appreciate the opportunity to clarify the situation and only wish we had been given the chance to relocate you that same night so we could have turned the experience around in real time. Jay – Assistant Manager
The interior wall were filthy,especially in the bathroom.
Linda, Thank you for taking the time to share your feedback. I'm sorry to hear the interior walls, especially in the bathroom, did not meet expectations. That is certainly not the impression we want to leave, and I will be sharing your comments directly with both housekeeping and maintenance so that room can be reviewed for a deeper wall cleaning and touch-up. I do appreciate you mentioning Frankie. I'm glad her service still stood out positively during your stay, and I'll be sure to share your kind words with her. Thank you again for the honest feedback. It helps us focus on the details that matter most. Jay – Assistant Manager
We ended up here after our other reservation fell through. Rodger was very accommodating to us! We appreciate his hospitality!
Thank you so much, Lechelle, for the wonderful review. I'm glad we were able to help after your original reservation fell through. Rodger is great at stepping in when guests need support, and he'll be happy to hear he made a difference during your stay. We really appreciate you choosing us under unexpected circumstances, and we're glad we could give you a comfortable experience. If you're ever back in the area, we'd be happy to welcome you again.
This hotel is absolutely disgusting. We only wanted to stay one night on our travels through to Tampa, the moment we got into the room, our feet stuck to the ground because something was spilt and not cleaned up. There were stains on the bed covers. We asked for another room and that room was even worse. We are not picky, we just expect it to be clean. Also, the smell of weed was so bad through the entire hotel. To each their own, but I don't want to smell it in my hotel room. The only good thing about this hotel was the lovely lady at the front reception desk.
Thank you for sharing your feedback. We sincerely apologize that your experience did not meet your expectations. Cleanliness is a top priority for us, and we regret that the condition of your room did not reflect our usual standards. Our housekeeping team follows strict cleaning protocols, and we will be addressing your concerns with them immediately to ensure this does not happen again. Regarding the odor issue, we are a 100% non-smoking hotel, and we take violations of this policy very seriously. Unfortunately, some guests do not always adhere to this rule, but we are committed to addressing these issues promptly. We encourage guests to report such concerns during their stay so we can take immediate action. We're pleased to hear that our front desk team provided excellent service. Guest satisfaction is important to us, and we appreciate your kind words about our staff. We value your feedback as it helps us improve, and we hope you might consider giving us another opportunity in the future. If you would like to discuss your stay further, please feel free to reach out to us directly.
Just enough. Didn't need amenities or full service, no frills was just fine. Good people, quiet enough, clean pool and property. Publix is close by as well as enough other stores. Restaurants are 5 miles east. Not far unless you are walking then Uber is responsive to this location.
Thank you for your 5/5 review and for sharing your experience! We're glad to hear that our quiet, no-frills accommodations met your needs and that you found our team, pool, and property to be well-maintained. Our location offers convenient access to nearby shopping and dining, and we appreciate you mentioning the ease of getting around with Uber for those without a vehicle. We hope to welcome you back the next time you're in the area!
This SureStay hotel by Best Western is a budget-friendly gem located only six miles from Disney World in neighboring Orlando, FL, and close to many other area attractions. The guestrooms have been recently remodeled, and feature all of the amenities that the modern traveler would expect. The well-maintained property features a newly refinished and sparkling swimming pool, a free continental breakfast, and a 24-hour front desk. The on-site proprietors Harry and Sally are ever-present on the property to ensure that every guest has a great experience. As a frequent guest and business/leisure traveler who could stay anywhere, I always choose this SureStay hotel whenever I am in the area.
Thank you so much for your fantastic review! We are thrilled to hear that you consider our SureStay Hotel by Best Western a budget-friendly gem and appreciate your loyalty as a frequent guest. It's wonderful to know that you enjoyed our recently remodeled guestrooms and the modern amenities we provide. We are glad you found our property well-maintained and enjoyed our sparkling swimming pool and complimentary continental breakfast. We also appreciate your kind words about our 24-hour front desk service and the efforts of Harry and Sally to ensure every guest has a great experience. Your recognition means a lot to us. We look forward to welcoming you back on your next visit and continuing to provide you with an exceptional stay.
Very nice budget friendly hotel. Close to all Disney parks that we went too by 20 min. Great location for other places like restaurants and shopping. Very nice room, I would definitely book here again! The staff was very friendly and nice. Ice machine and pool, they also give you change for the washer and dryer. For a few days this was definitely our best priced hotel in the area and I would recommend to others.
Thank you for your fantastic 5/5 review! We are thrilled to hear that you enjoyed your stay with us and found our location convenient for visiting the Disney parks, restaurants, and shopping areas. It's wonderful to know that our friendly staff, amenities, and budget-friendly rates met your expectations. We appreciate your recommendation and look forward to welcoming you back for another great stay!
I have stayed at this hotel multiple times over the past few years. The location and price point work out great for my business trips. The staff are friendly and helpful. If a problem arises the staff quickly resolve the issue. I plan to stay again in the future.
Thank you so much for your continued loyalty and for taking the time to share your experience! We're thrilled to hear that you've consistently enjoyed your stays with us and that our location and price point align perfectly with your business trips. It's wonderful to know that you find our staff friendly, helpful, and quick to resolve any issues that may arise. Your satisfaction is our top priority, and we're delighted to have the opportunity to accommodate you time and time again. We can't wait to welcome you back for another great stay in the future!
My husband and I stayed for one night while in town visiting family. The hotel was a good budget friendly alternative to many of the over- priced lodgings in the area. It is an older hotel with no interior hallways (I.e. exterior doors) and the rooms appear to have been renovated within the past few years. Our room was clean and had amenities that included a fridge, microwave, and room safe and the hotel had a small pool as well. The only negative was that the mattresses were somewhat worse for wear and perhaps need to be replaced. The hotel is easily accessible to restaurants and grocery stores . And I can't say enough about the friendliness and helpfulness of the staff, with a shout out to Frankie. It is rare to encounter employees who really care about good customer service.
Thank you for choosing to stay with us during your visit to town! We're glad to hear that you found our hotel to be a good budget-friendly option compared to others in the area. It's great to know that you appreciated the recent renovations and the amenities in your room, including the fridge, microwave, and room safe. We apologize for any inconvenience caused by the condition of the mattresses. Your feedback regarding this is important to us, and we'll definitely look into replacing them to ensure a more comfortable stay for our guests in the future. We're pleased that you enjoyed our pool and found our location convenient for accessing nearby restaurants and grocery stores. It's also wonderful to hear such positive remarks about our staff, especially Frankie. Providing exceptional customer service is a top priority for us, and we're thrilled that their friendliness and helpfulness made a positive impression on you. Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back for another pleasant stay in the future!
Rested here two days on our travels. Quiet during sleep and convenient parking for our Class B RV. Friendly staff. Grounds were well manicured and pool looked nice but too cold to swim. Pleased with this Best Western affiliation.
Thank you so much for your wonderful review! We're thrilled to hear that you enjoyed a restful stay during your travels, finding our hotel quiet and conducive to a good night's sleep. It's great to know that our parking accommodations were convenient for your Class B RV, and our staff made you feel welcomed. We take pride in maintaining our grounds and are glad you noticed the effort put into keeping our hotel looking its best. Even though the pool was too chilly for a swim this time around, we're pleased it added to the overall positive impression of our stay with us. Your satisfaction, especially as a Best Western affiliated hotel, means a great deal to us. We're committed to providing a pleasant and value-filled experience for all our guests, and your feedback is a wonderful affirmation of our efforts. We look forward to welcoming you back, hopefully in warmer weather when you can fully enjoy the pool. Safe travels, and see you again soon! Warmest regards, Customer Service Manager
I have stayed at this hotel several times in the past. It is my go to hotel when traveling in this area. The price point is good. It is an old style two story hotel, showing a little ware. It is located off the main road, may be somewhat hard to find but has good signage. NIce clean rooms, good ice maching and Internet. One new policy change is a $100 charge to your credit card concerning potential damages.refunded upon checkout and room inspection, I experienced no problems upon checkout.
Thank you for your thoughtful review and for continuing to choose our hotel for your travels in the area. We're delighted to hear that we remain your go-to accommodation and that you find value in our offerings, from the cleanliness of our rooms to the efficiency of our internet service. We understand that changes to our policies, such as the $100 security deposit for potential damages, can be an adjustment for our regular guests. This policy is in place to protect our property and ensure that all our guests enjoy their stay without inconvenience. We're glad to hear that this process was smooth for you upon checkout, and we appreciate your understanding. It's our aim to maintain the charm and comfort our guests have come to expect while also making necessary updates to keep the property in good condition. We're grateful for your feedback about the hotel showing a bit of wear; it's insights like these that help us prioritize future updates. Your continued patronage is truly valued, and we look forward to welcoming you back for another stay. If there's anything specific you'd like to see improved or if you have any other suggestions, we're always open to hearing how we can make your next stay even better. Warm regards, Customer Service Manager
The location was great for everything I wanted to do including going to Disney. The room was clean, comfortable and quiet. Comfortable bed was nice because I needed rest and relaxation. The staff was friendly and always helpful. Great value.
Thank you so much for your glowing review and for rating us 5 out of 5 across the board! We are absolutely delighted to hear that our hotel has become your new favorite place to stay in Clermont. Your kind words about our strategic location, especially its convenience for visiting Disney, and the comfort and cleanliness of our rooms, truly mean a lot to us. We're glad that the bed provided the rest and relaxation you were seeking. Our staff will be thrilled to know their friendliness and helpfulness contributed positively to your experience. We strive to offer great value to our guests, and it's rewarding to see this reflected in your stay. We eagerly look forward to welcoming you back soon for another enjoyable and comfortable visit.
The place is extremely well taken care of!! Most comfortable beds I've ever slept in besides mine at home. Lol. Extremely well lite parking area and clean!! Try and find trash or even a cigarette butt. Nice to see these owners care about their business and their guests!!
Thank you so much for your fantastic review and the full marks across the board! We are overjoyed to hear that your stay with us at SureStay was so enjoyable and that you found our beds to be exceptionally comfortable. Your acknowledgement of the cleanliness of our premises, including the well-lit parking area, is greatly appreciated. We work diligently to maintain a clean and welcoming environment, and it's rewarding to know that our efforts are noticed and valued by our guests. Our team takes pride in keeping the hotel grounds, including ensuring it's free of trash and cigarette butts, to enhance the experience for everyone. It's particularly heartening to read that you recognize the care we, as owners, put into our business and the comfort of our guests. Our primary goal is to provide a pleasant and memorable stay, and comments like yours are a wonderful affirmation of our team's hard work. Thank you for considering us the best hotel you've stayed at - such high praise indeed! We look forward to welcoming you back for another stay that feels as comfortable as being at home.
This run down motel is disgusting and should be bulldozed to the ground with the abandoned motel right next door! The owners are very rude, beds super squeaky and itchy linen, floors super dirty (if you walk around bare foot for 1 minute the bottom of your feet will turn black), there are anti-slip strips in all the bathtubs that have BLACK MOLD underneath them, when you want to watch TV in bed and turn off the lights the TV goes so dim you can barely see what's on the TV screen, the place is infested with bugs, they will come and open your door 20 minutes before checkout while your in the room using the bathroom, they keep the AC set at 75f so when you walk into the room it feels very humid and damp. The list can go on and on but moral of the story is this property and its owners are an embarrassment to Best Western.
Dear Chris Fair, We appreciate your feedback and take all guest concerns seriously. However, we find it necessary to address several inaccuracies in your review. Firstly, it's important to clarify that this was your 9th stay with us just through Booking.com, along with several other stays booked directly, over the past five months. This repeated patronage raises questions about your claim of consistent dissatisfaction with our property and services. If our motel was as unsatisfactory as you describe, it is puzzling why you would choose to stay with us so frequently. Regarding the issues you've mentioned: 1. **Water Color**: We recently upgraded our facilities, including installing new, more efficient water heaters. This upgrade temporarily caused some discoloration in the water. We informed you before check-in that running the tap for a few minutes would clear any discoloration. This was a temporary effect of our ongoing efforts to enhance our property and provide better services to all our guests. 2. **Bugs**: Being in Florida, some insect presence is natural and unavoidable. However, during your numerous previous stays, you never reported this as an issue. 3. **Non-Slip Strips**: The appearance under the strips is due to the adhesive used, not mold. We ensure that our bathtubs are cleaned thoroughly. 4. **AC Settings**: Our AC units are set at a standard 72 degrees, a comfortable setting for most guests. 5. **Housekeeping Procedures**: Our team only starts cleaning rooms after the 11 AM checkout time unless there's an urgent need to address something specific with a guest. 6. **Smoke Detector Tampering**: On your last visit (12/08/2023), you smoked in the room and tampered with the smoke detector. Normally, this would result in forfeiture of the security deposit and a potential ban from future stays. However, we valued your repeat business and chose a more lenient course of action. Finally, while we respect every guest's right to express their opinions, it's crucial to be factual and honest. Deliberately spreading false information in reviews can cross legal boundaries into defamation or libel, especially when done with the intent to harm a business's reputation. We regret that your most recent experience did not meet your expectations, but we stand by our commitment to providing a clean, comfortable, and affordable stay for all our guests. Sincerely, Customer Service Manager SureStay by Best Western Clermont Theme Park West
Our Vrbo host double booked us, so Vrbo put us in this motel for 2 nights till they could get us another booking at the resort!! The front office staff were great and provided us with lots of information! The room smelled moldy and was cleaned ok! Could have been cleaner!! The cleaning lady was rude! The pool was green and inoperable! It was 40 out! When you got no where to go, this will suffice!!
First and foremost, we sincerely apologize for the inconvenience and less than satisfactory experience during your stay at SureStay Hotel by BestWestern, Clermont, Florida. We truly regret to hear about the issues you faced. It's unfortunate that Vrbo had to make last-minute accommodations due to the double booking situation at the resort. We genuinely wanted to provide you with a comfortable experience at our establishment. We deeply regret the pool being closed during your stay. We experienced unexpected issues with our pool cleaning system, which have since been resolved. We strive to offer our guests all the amenities and understand the disappointment when something is unavailable. Regarding the musty smell in your room and your experience with our cleaning staff, we take your feedback seriously. We have addressed the miscommunication that occurred due to the initial one-day reservation setup, which caused confusion regarding housekeeping services. We are working diligently to ensure this doesn't happen again in the future. Our team appreciates your recognition of the friendly staff, and we will be sure to address and rectify the areas where we fell short. Your feedback is essential in helping us improve our services. Once again, we sincerely apologize for the inconvenience and hope you give us another chance to make it right in the future.
What a refreshing surprise. Not only did the staff accommodate us with our last-minute, after-midnight reservation, but the room was reasonably priced and immaculate. What a breath of fresh air! We noticed the pool also has a handicap lift. They are strictly no smoking, which worked for us.
Thank you so much for your perfect rating and positive comments about your stay with us at SureStay Hotel by Best Western Clermont Theme Park West. We are thrilled that you found our hotel to be a "refreshing surprise", and that you felt welcomed and accommodated, especially with your last-minute, after-midnight reservation. Our team takes great pride in offering clean, comfortable, and accessible accommodations at reasonable rates. We're also glad to hear that our no smoking policy and the accessibility features like the handicap lift at our pool enhanced your stay. We're continually striving to provide excellent service to our guests and feedback like yours reassures us that we're on the right path. We appreciate your kind words and look forward to the opportunity to welcome you back during your next visit to the area.
Rooms were very clean. Staff checking in and out were great. Only negative would be the pool but a little cleaning would remedy that. We would definitely come back. Breakfast was good, area was clean and well supplied. Location and price were good too.
We appreciate you taking the time to write such a wonderful review of your recent stay at SureStay Hotel by Best Western. We are thrilled to receive a perfect 5/5 rating from you! We're delighted to learn that you found our rooms clean and our check-in and check-out process smooth. It is pleasing to hear that you enjoyed our breakfast offerings and found our location and pricing to be to your satisfaction. Your feedback about the pool has been noted and we assure you that we will address this to improve our guest experience. Cleanliness and functionality of all our amenities are of utmost importance to us, and we appreciate your constructive input. We are truly grateful for your intent to return, and we are looking forward to providing you with another great stay in the future.
I was very pleased with my stay as I was able to have my dogs with me and the location was close to everywhere I needed to go. Definitely recommend. Staff friendly and helpful. Clean rooms, and off the road so I was able to walk my dogs without fear of cars.
Thank you for taking the time to leave us a 5-star review! We're thrilled to hear that you enjoyed your stay with us and that our location was convenient for your needs. We're also delighted to hear that you found our staff friendly and helpful and that you appreciated our clean rooms. We understand how important it is to be able to travel with your furry friends, so we're glad that we were able to accommodate you and your dogs during your stay. We hope to have the pleasure of welcoming you back in the future!
This Hotel is my "GoTo" site when I am in the Clermont area. The staff is very friendly, good location, great price point, Pet Friendly - This Hotel is off the main road, may be a little hard to find, nice clean rooms, nice pool for the family. Nice quiet location. We are repeat customers which in a big way says it all :)
Dear, We greatly appreciate your feedback and are glad to see that all of our services pleased you. It gives us a great pleasure to see our guests having a satisfactory stay. We would like to let you know that the pleasure would be all of ours to serve you or your family again and again at the SureStay Hotel by Best Western Clermont Theme Park West. Thank you and have a great day...
Very old and tired place needs a refresh…poor location, not near shops or restaurants . Feel it was very overpriced for this place and if you don't have a vehicle you are very limited to restaurants . Staff was very fri, breakfast room was very small and selection was very limited
Dear Dwayne, We would like to thank you for taking the time and give us feedback regarding your stay. We apologize for not meeting your expectations for our breakfast selection. We would like to inform you that we carry all the required items by the SureStay brand. As a matter of fact, Waffles are not even required by the brand. It is Continental breakfast that we carry and advertise. We are glad to see that you had a satisfactory stay except breakfast and hope that we would be 1st choice for any of your hospitality needs while traveling to this area. It would be a pleasure to serve you again. Thank you and have a great day...
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