SureStay Plus by Best Western Highland Poughkeepsie

They just are unable to accommodate you for any changes. No microwave, no luggage holder, no room on a Sunday when room smells of chemicals. Smells like insecticide, extremely unhealthy and insensitive to people's needs.

This is the worst hotel with the most unprofessional staff and management! The attitude of the employees is absolutely terrible. We made a reservation for November 1-2, confirmed it by phone on October 30, and specifically requested a non-smoking room. When we arrived for check-in, we were shocked to find that our reservation had been randomly canceled, despite never canceling it ourselves. The staff outright lied, claiming that we had canceled the booking, and refused to take responsibility for their mistake. The General Manager's attitude was equally unacceptable. This experience has been incredibly frustrating, and I strongly advise others to avoid this hotel. They ruined our vacation. Please do not believe their any reply; they are always lying! We did not check in at all that day! Not only did the hotel fail to help us resolve the issue, but their attitude was also extremely poor! In the end, we had to find another hotel ourselves. Do not trust this hotel; the management is awful! They not only completely failed to help us, but they also kept lying. We have already filed a complaint! If you book this hotel, there's a good chance that your reservation will be canceled without notice. When you arrive, they will claim that the customer canceled it, lying and shifting the blame. Customers are left with no choice but to spend more money to find another hotel at the last minute.

As soon as we checked into the room, we found the toilet to be dirty and the bathtub did not look like it was cleaned in quite a long time. As we always bring wipes, we wipe down the toilet and the sink area as we do not have a lot of time Due to a wedding. We were attending an hour later upon returning to the room after the wedding, pulling the sheets back we found them to all be wrinkled, including the pillows and a hair in the bed. It became quite obvious the sheets had not been changed from the prior guest, nor had the bathroom been cleaned very well. The room did not smell clean, and we made the decision to leave at that point since nobody was willing to change the sheets at that late hour, we've made five or six phone calls now with no return call from management. It's an old building. There's no elevator. It does not have a clean sent to it Our room I can tell you was not clean. I do not recommend staying here the staff while friendly at the front desk we're not very accommodating to our issues.

Stayed after visiting from SC. Experience was excellent. The entire staff amazing. G Mgr. Marcela, Front Desk staff are all so very helpful and enthusiastic in helping guests. Will choose this hotel every time. Hotel is run with Professionalism and Courtesy. The saying they treat you like family, it is found to be true. Breakfast is nicely set up for a continental breakfast offering hot and cold items.

This is a follow up to a prior review concerning the bogus smoking charge imposed by this establishment. The exact same thing happened to my wife and me after a one night stay on route from NY to Pa. a year or so ago. We fought the charge and ended up dealing with the home office, demanding to know who actually filed the 'smoking' report with the manager, when the report was filed and details of the evidence. Conveniently for the motel, there was an older cigarette burn on the tub rim that we suspect is used over and over to try and claim a $300 cleaning charge from unsuspecting visitors. It took months, but we were successful in getting the charge reversed. Bottom line is that we sense that this motel is guilty of what many travel advisors warn of - bogus charges for hard to prove violations of their rules. Our advice to anyone staying anywhere (and especially here) is to take photos of your room (especially the bathroom) and provide them to the front desk upon check in. And please, consult for further updates on this and other travel scams.

Room was clean, safe and on the highway. We received early check in even though the hotel was fully booked the night before. We were thankful for that. Manager went above and beyond searching for a needle and thread so that I could sew a button onto a suit jacket . Free coffee and breakfast was nice for our long journey home.

Wonderful hotel, Staff couldn't have been more helpful and friendly. Pet friendly, quiet and clean. They recommended a wonderful restaurant and were gracious and friendly. We had two rooms and both were neat and comfortable. breakfast was fine for this style hotel. We would not hesitate to recommend it to anyone.

We have stayed here in the past on a few occasions and never had any issues until this last time. On our way home from Maine to PA, we stayed here for 1 night along with my parents. A few days after we returned home, my mom noticed a $300 fee on her credit card. She called the hotel and was told it was a cleaning fee for smoking in the room. My mom explained that it was a mistake because they are not and never have been smokers. She was told to email the manager, Dorothy. My mom emailed Dorothy and explained that this had to be a mistake and asked that the fee be removed. Dorothy's response was rude and unprofessional. She told my mom that they had photographic evidence that my they had smoked Marijuana cigarettes in the room. Dorothy included a photo of the so-called evidence that looked completely staged. My mom again responded that this was a mistake. Dorothy then responded that maybe someone else in her party entered her room and smoked. My mom told her to look at the cameras. The only people that went to their room was me to ask them what they wanted for dinner and then my husband to drop off their dinner. My parents are both in their upper 70s with health issues. Neither of them have ever smoked anything, let alone Marijuana. Each time my mom tried to plead her case with the manager, Dorothy's responses were snarky and rude. She told my mom to dispute it with the credit card company (which she did, and the fee was removed). The credit card company was extremely nice to my mom and helped her with the dispute. They said hotels do this all the time to unsuspecting guests. I don't know if the hotel tried to make a few extra bucks off my parents thinking that they were elderly and wouldn't notice the extra charge or if someone working at the hotel smoked the Marijuana and then tried to place the blame on my parents to cover it up. Regardless, we absolutely will not be staying there again and I caution anyone who does to make sure you check your credit card statement for extra fees.