SureStay Plus by Best Western Mesquite

I realize this is a stripped down version of BW but..it was not good. No blanket, no coffee, no cups, reported noise above was not dealt with, vending and ice machines out of order. The room was clean and did not feel unsafe but it fell below what we've come to expect from BW in many states, many stays. The staff felt disconnected. I wish I would have had a better experience as a loyalty member.

The only good thing to say abut this property is that the housekeeping staff is meticulous with the cleaning. Everything else is a mess. From the uncaring and uninterested front desk who's reply to most questions is to shrug their shoulders and say I don't know. Here's the list: The pool had frogs in it. The magentic keys never worked from day to day requiring my wife or myself to constantly go down to the front desk to rekey them. the solution was to prop open to the hotel side and back doors which the local homeless population took advantage of. The continental breakfast was never put out. The vending machines did not work,. The laundry facilities cost $2 to wash and dry and stopoped after the soap cycle and did not spin or rinse. The couch and the desk chair had a large number of stains and were not usable. The bed had a very thin sheet as well as a thin blanket.

Nasty room- dirty stained carpet, food on floor left by previous occupants and cockroachs everywhere. I had to leave in discus, praying I didn't bring any cockroachs with me.The single washcloth that was in the room was stained brown. Just plain nasty.

The room was infested with roaches that continued to crawl on us all night long. Our previous stay here was not nearly as bad. I don't know what has changed but this place is disgusting. I won't be back

The service at this place is HORRIBLE. The front desk person could not have been more unfriendly or hateful if she tried. She was AWFUL. I was told I had to park in the back with NO explanation as to why, and the room keys to unlock the back and side doors to even get into the hotel didn't even work. Another guest had to come and open the door to let me in. The room was gross--it was damp, had a smell of stale cigarettes (complete with burn marks on the carpet) AND I was given dirty, stained sheets. The blanket on my bed had a BLOOD STAIN on it. DISGUSTING. The curtains were ripped and some of the bath towels had holes in the them. Don't expect to have a good shower, either, there is barely any water pressure and the lighting in the rooms is so bad, you'll think you are going blind. This place is PITIFUL.

I paid for this room with my points. My receipt said paid in full and it was a zero balance. When I arrived to the hotel they charged my $30 and said I only used half my points. I used what the Best Western app applied which paid for the room. They refused to give me my money back and I emailed BW and no response. What are the points for if they do not cover the cost? I will rethink using points to pay for my stay again.

I was there for leisure! A couple of the front desk staff is rude. Don't know how to deal with the public. Need to learn how to be professional at all times. Other than that my overall stay was alright.

My stay was for one night. I briefly parked in the portico and checked-in. As I pulled out of the portico, the apparent guest parking was an adjoining lot of spaces in front of the SureStay Hotel. I pulled around the curb, into the lot a parked at the far end (opposite and right of the Hotel entrance.) I walked out at 6:30 AM and my rental vehicle was missing. After notifying the hotel desk agent, I was informed the whole parking area was not for SureStay guests. I scanned the area for No Parking signs and there was one sign for all 15 spaces. The sign was not visible from several spaces, including one in which I had parked. There was not adequate signage and warning, to inform Guests where to (not) park. My rental car had been impounded and I have incurred hundreds in fees. For future Guests, the hotel parking is in the rear.

I booked a 2 bed queen, and ended up having to share a king with 2 other people, there needs to be better communication between the shifts, and they need to call of they don't have that room available instead of leaving it for the next shift to have to try to fix.

Will not recommend this hotel. Would rather stay in my car. Room smelled, could not locate staff. Switched us to another room That was just as bad. Side entrance door was held open with a rock for easy access. Did not feel safe at all. Disgusting.

The room was dirty. There was spilled soda on the bed table and food on one of the walls. The shower water didn't flow into the drain, so it backed up and went on the floor. The remodel looked like the owner tried to do it himself.

The hotel room was dirty and the bathroom wasn't working. The room smelled like cigarettes and the floor had hair. The bathroom was the dirtiest part of it all. The breakfast area was also bad because there was two waffle makers and one of them was broken, the juice machine didn't work let alone even have juice ,the biscuits were soggy and the was a blood like substance on the wall. i don't recommend this hotel

I do not recommend this hotel to ANYONE! Check in at 9 pm and entry reeked of marijuana the front desk unprofessional. Next morning “the free breakfast” there were no plates. Second morning “the free breakfast” at 7 am there was nothing but waffle because the front desk said they ran out already….hmmm but the containers for eggs and sausage had no evidence of food ever being in there! We called the 800 number to complain and they did not offer to comp but give 1000 points towards a stay at any best western lol joke because it takes 16,000 points just for a night! We travel a lot and this was the worse experience!! I give 0 stars

I have stayed here multiple times and have experiences plumbing, air conditioning, internet and bug problems. It's been a terrible hotel and keeps getting worse with prices getting higher. The staff barged into my room at 7am asking who I was??? I reported all issues and am a Diamond Select member. I do not recommend this hotel any longer and will never stay here again.

Looked like drug dealers and prostitutes in the parking lot in the middle of the day. Could you imagine after the sun went down?! We high tailed it outta there. Even feeling unsafe they refused to refund the first night of our stay.

We really enjoyed our stay. One thing I forgot mention. I understood I was not required to pay until checkout. My subjection is when there is a good price, go ahead and pay for it in advance, otherwise one can get stuck with a big safety pin. The value price was still good a even though it was not what I expected from the booking.com site.

I strongly recommend staying away from this hotel. From the moment I walked in to check-in (I made my reservations and prepaid my stay on Hotels.com), I was treated really poorly, not by the person helping me (Gary), but by a woman also behind the desk (Paula). Paul was harsh & nasty, and for some reason, aggressively rude to me, despite the fact that Gary (the person taking care of me) was doing his best to help me. FIRST - this is the only hotel that I've ever stayed at that demanded $50 cash for the deposit instead of a deposit on a credit card. So although I was a late check-in, I had to go out to find an ATM to get the cash for the deposit. (NOTE: older reviews claim that there have been people working at this hotel that they refuse to return the cash deposit, at times claiming they don't have the cash available — Sometimes there have been claims of “smoking” in the rooms. This all appears very suspect in hindsight). Paula really got nasty, almost reprimanding me that if I smoke, I will not get that deposit back. I don't smoke — and neither does my mother. But I ran out, got the deposit and came back. I prepaid for a 2 Double Bed Room with Accessible Bathroom — but when I got to the room, it was one king size bed. I went back to the front desk to get this fixed, but Paula (again, not the person taking care of me) kept insisting that it's not their fault, but my fault & Hotels.com's fault. “That's the risk you take when you use an outside vendor to reserve your room.” (If they weren't on hotels.com, I never would have been there. So I didn't understand Paula's logic) Gary kept trying to find solutions, but Paula kept rudely insisting that if they change the room, the pre-payment would disappear, and the hotel would not get paid. At one point, she said, “You're just not happy because you didn't get what you want.” — I replied to her that I was not happy because I paid for one room, and the hotel was giving me another. I asked for a rollaway, and she told me I couldn't have one. She repeatedly threatened to have me kicked out — and kept telling Gary to cancel my reservation. But Gary refused. I decided I could sleep in a chair in the room, just so I could get some rest, and I left to go back to the room. Gary then came down to the room, with a sincere apology and a rollaway bed/linens. He had reported the entire event to his manager, and told me to discuss it with Lorena in the morning. I reported it to Lorena in the morning, and she was very nice, and very apologetic. I don't know what I expected, but I walk away from this experience feeling bad for Gary & Lorena that they work at this property — and amazed that someone as rude & horrible as Paula is employed at the front desk of a hotel, even if the shift is an over-night shift. I have never been treated so rudely. I highly recommend avoiding this property at all costs. I am basically a really nice guy. I treat people well, even when they might be a little bit rude. I tried to ignore Paula when she started, but she persisted. I have been on the road for almost 3 weeks at this point, and this altercation made me feel so horrible, and gave me a horrible night's sleep as I leave to drive another 700 miles. SureStay — do yourself & your guests a favor, and get rid of Paula.

I was dissatisfied with this hotel. The hotel was filthy. There were dead roaches in the lobby of hotel and in my guest room. The carpet is old and smelly. The entire hotel needs to be Exterminated and all of the carpet needs to be changed. Based on my experience I would not recommend this hotel. On a positive note, the hotel staff was very friendly and helpful.

Housekeepers do not know how to clean. I ended up cleaning my own room. The only staff member of of the three I encountered was really nice and helpful (Mrs. Paula). One thing I can say though, both rooms I stayed in didn't smell like cigarette smoke add promised.

We arrived after check in time. It was not a problem. Lobby and room was clean. The hotel was very quiet. We enjoyed our stay and would recommend it to others. Breakfast was provided on site.Wewould stay again.

The location of the hotel wasn't easy to find. The hotel smelled like marijuana. In the room, the carpet was dirty in places. The chair seat was torn and in disrepair. The hot tub worked, but the controls were partially broken. I didn't get any WiFi info when I checked in and I didn't see any breakfast when I checked out.

I slept well, but the roaches were active in my room. The sink water worked well, but the shower was not so good (no hot water in shower). Those were the only issues I had. Great place for the price. Just get rid of those roaches.

We've stayed at quite a few budget hotels during our 30 plus year marriage and I'd rank Surestay Plus Hotel by Best Western Mesquite up there with the best of them. Check in was quick, the clerk was professional and polite. Our room was upstairs at the back of the hotel near the elevator. As we went into our room, the only thing that made me think, “hmmm”, was a plastic fork on the floor next to the sofa. How did housekeeping miss THAT? At least it was a clean plastic fork. We didn't throw it away. Just left it there for housekeeping to get after WE checked out. As for everything else, the room looked and smelled clean. I've read lots of reviews here that talk about how dirty the place is and other negatives and this that and the other. Our experience didn't resemble those reviews in any way, shape, or form. Our room was clean, quiet (we never once heard any noises from either the hall or outside our window), the HVAC unit kept the room at a comfortable temperature with minimal fan noise. Breakfast at hotels during COVID isn't what it was in 2018. Now it's to-go bags and prepackaged microwaveables. We woke up during breakfast hours, but late during breakfast hours, and they were out of bags. The morning clerk made up a couple more bags for us and up to our room we went to heat-and-eat. And we made sure both of OUR plastic forks went into the trash before we packed up and checked out. Surestay Plus Mesquite was a good stay for us and if you're ever in the area, we recommend it.

Saw a few bugs when I arrived. Woke up at 1 am and the bathroom floor was crawling. Front desk was nice however I should have been reimbursed in my opinion just an “upgrade” For no bugs in the middle of the night ehhhh not satisfactory. Also there was no hot water in my shower in the big room. Overall Disgusting will never stay again.

Roaches, moldy smell, carpet soaking wet half way across room and under bed! Reserved a room with 2 queen beds, when checking in they only had a room with one king bed. We were not a couple, had to sleep in same bed. Unacceptable

The hotel was not run down, but you can tell they only updated certain things. We had two suites for my family, there was a hole in the wall the carpet was faded and worn, our curtains were showing considerable wear. Bathrooms were clean and updated though so that was nice. However, neither room had shampoo. We had 4 bottles of conditioner and two bottles of lotion between both rooms. They were also tiny bottles, much smaller (.7 oz) than I'm used to from other hotel chains. Pool is tiny and in the front of the hotel so it offered little to no privacy, the free breakfast was yogurt and a bag of prepacked snack foods. Not my favorite. I probably won't be back.

Do not stay here. Room was dirty, had hole in the wall, curtains were missing, room phones didn't work. Rooms very run down. Staff said they were aware of the condition of the room, but did not offer to move me nor did they remedy the things they could.

Had not stayed at a SureStay before (always at Best Western), but really enjoyed out stay there. The team was courteous. Hotel was 15 minutes from our conference place and was very accessible. The room was clean and spacious.

The hotel was not as expected. It was dirty and no breakfast, when I reserved the hotel it was clear on the reservation that it included Full Breakfast. When I asked where is the full breakfast, the staff answered that the the only breakfast is the coffee that I need to serve myself and yogurt. I paid money to have a great time. But I was unable to enjoy with my family. The housekeeping staff was disappointing. I ask for bath towels and the girl just send me to the lobby to have my bath towels. Also, she was not hospitable neither servicial. For a hotel, these two aspects is very important. I won't get back to this hotel anymore. Also, the carpet has stain on it. And the rooms are supposed to be smoke free and marijuana smelt on all the places.

Wires exposed on hair dryer, beds made with dirty sheets, sticky stains all over carpert, room was not clean, no smoke detecter, hall full of weed smell kids running up and down hall all night. Also door would not shut all the way from the outside. Night manager was not helpful at all. She stated her cleaning staff would not over look any of this. Will never stay here again.

I've always used Best Western properties. This experience causes me to question my decisions in the future. ( it's not just the breakfast, broken coffee pot, the attitude of receptionist in not wanting to make a pot of decaf, it's the trash in the hallway, smoke filled hallways, curtains broken, cars being towed- not ours)

Perfect little getaway for a staycation when you just need a break from everyday. Staff is always friendly band happy to accommodate any requests. Rooms are always clean, hot tiubs are always in proper working order unlike other places we have stayed which makes this out favorite getaway at home..

Saw bugs crawling on bathroom floor and such . they advertise free breakfast but dint provide it. So really false advertising. Also the key pads where guests are supposed to put there key in to get onto the door. They dont work.

Friendly staff quiet no late night activity. I highly recommend this for the price and location and will definitely be back just wish it had cheaper weekly rates then I would call this home away from home.

I loved our room and we definitely got our money's worth but for the money we paid I would have expected that the water in the shower would have been hotter. It barely got warm enough to keep from freezing while taking a shower.

In my time of working out of town and my home being hotels . I have to say this hotel is on my top list . Great front desk service and very professional . Very clean and their hospitality is great . I was treated with respect whole time I was there . Recommended hotel if you passing by .

A very nice and clean hotel. It's conveniently located right off I-80 in Mesquite, Texas. Close to Walmart, Denny's and many other places to eat. Ideal for the entire family or business. Very friendly staff available 24 hours.

The worst experience at a Hotel ever! Very dirty. All furniture was dirty or and broken. The room had a foul smell. Probably from not being cleaned. Out side coming in and staying there. We say drug dealers and addicts coming in and out. Propped the door open with rocks.

They knew what room we were going to stay in. Room was hot and refrigerator off and defrosted. Owners policy they said. Let's see how cheap they can go. Sears Roebuck catalog in bathroom?? Both ice machines are broken, but supposed to have been fixed yesterday. You know, on & on when you're on a roll.

The room was clean enough, but the spread on top and the throw at the foot of the bed were dirty. I gave them to the housekeeper, but never received them back. That was disappointing. The front desk staff was fantastic.

Stay was very pleasurable....Thank you Best Western!!!! Everything was ready and clean every time I go. Thanks again for making it so easy to feel at home! And the rewards add up to free rooms before you know it.

Kevin and his team do a phenomenal job in keeping this property crisp, clean and welcoming at all times. This hotel is right off I-80 just a few minutes from the Mesquite Arena and other attractions. This is a perfect hotel for families and sport teams.

This location provides the clean, modern, and efficient standards of a Best Western property. I found its location to be the advantage outside Dallas traffic but a convenient base for day trips. Staff was exceptionally friendly and funny.

The rooms are filled with cigarette smoke and there are safety issues. There was a bag over the smoke detector. Staff didn't seem to care about the problem. We will never stay here again, and we do a lot of traveling to this area.

This place was the worse, I had to keep telling myself you get what you pay for. 1. Get there they don't even check my id, they just check me in. 2. We were told the key card work or not. Just come back to front WHEN it stop working. The key once each time, so everytime we left we had to drop someone off at the front door to let us in the back and get key card reactivated. 3. It was 5 of us in the room, when the person who was suppose to sleep on couch bed pulled it out and went to get she fell to the floor. We went to front we were told there were no other rooms, so oh well u figure it out..where was she suppose to sleep? Called to front desk in the morning for new shift, the lady tells us yes we know about the couch, but you have to wait for some people to check out....we never heard back from them. 4. The breakfast was old and disgusting. We seen the front desk rep setting the bread up for in the morning, no gloves on just touching all the bread. I can go on and on..... I was so disappointed, I normally always use Best Western, needless to say. I'M GOOD ON THEM THEY ARE PRETTY MUCH RED ROOF INN.

There's nothing that you could do to get me to stay here ever again. Best Western should not associate themselves with this particular location whatsoever. I paid $10 less than what I normally pay for a Best Western room at other locations and boy what a difference $10 can make! Staff was rude from the immediate check in. The parking lot was full of trash, the hallways smelled like marijuana, front desk staff were rude, apple juice had a roach in it, iron was missing from the room, tv entertainment center doors were broken off, lamp beside the bed was missing a light bulb, towels were old and stained, smoke detectors were covered with a plastic bags (I assume from previous guests to cover up their weed smoking), and the smell of marijuana in the room was horrible. This place is more than disgusting and does not hold up to the levels of what Best Western usually stands for. I would not recommend this location to anyone, EVER! If I could rate any of these less than a 1, I would!

Blood stain on top of bedspread when I entered the room. Only 2 jacuzzi vents were working. Breakfast bar out of items, no one to tell. Bed pretty hard. After the initial walk in, pretty much disgusted with the stay. Very dated hotel.

My husband and I were initially given a handicapped room, tho we have no need for one. (??) This room had 2 gross looking drains on the bathroom floor out of which a huge roach had emerged and lay dying. There was a chirping smoke detector in next room, our heating/cooling unit was not working properly, and there was no maintenance person on staff. Thought we'd stay and put up with it until OUR smoke detector began chirping. The alternate room we were given had such a nasty locker room/chemical smell and greasy bathroom floor!! Just not a place I'd ever choose to stay again. Look elsewhere!

Unknown substance in the wall, phones and fridge didn't work, sketchy character outside are some of the reasons I wouldn't stay here again. On the plus side, I was upgraded to a suite. Check out wasn't smooth. Breakfast was lacking. Disappointed in Best Western.

The service was ok. The comforters had holes. I hate holes!! It was really my only complaint other than the hot tub leaks. The staff was nice. The towels seemed to be clean. Oh yea they do not have vending machines which sucks!!

this was not a "Plus-quality" hotel. The hair dryer was broken, swing-out makeup mirror was missing, a/c system cover appeared burned, old french fries behind nightstand, roach in nighstand drawer, computer desk chair was terribly stained (and very old and cheap), sofa chair was tattered with stuffing coming out, jacuzzi tub was missing a control knob, unwrapped solo cups in room instead of sterile wrapped cups, and last and worst - the sheets had fresh blood on them. Half of the free breakfast sits on the check-in counter because this hotel needed somewhere to put it to technically qualify as a "plus" hotel I guess. Sorry, I can't recommend this hotel to anyone.

The first room we got the mattress on the sofa bed was very deteriorated and saggy. The rest of the room was fine. We got another room with a better sofa bed mattress. The business computer was not working and neither was the wi-fi. The breakfast was okay.

I've stayed several times within the past year at Sure Stay Plus Mesquite. Rooms are always clean. The hot tubs are spotless, bed is very comfortable. Only only negative aspect of the stay were noisy guests who seemed to enjoy slamming doors lol. But it wasn't enough to ruin my stay. Bed very comfortable, room and hot tub were spotless.

This location is super close to everything, restaurants, theaters, shopping. Breakfast was an great surprise. Room was spacious and clean. We had an amazing stay. Pool and Hot tub were perfect and very clean. Restroom by the pool was an added surprise. We will definitely be back.

I stayed 3 nights and didn't have any kind of issues with anything. My room was very clean at arrival and Breakfast was ok. restaurants not far from hotel. This is definitely a hotel I would stay next time I'm in town.

As for my stay it was good. But best western definitely needs to povide more training to their employees to help to eliminate the stress they endure. Time after time we have been informed by employees they have no training on member benefits. And things tend to escalate fast when you have a tired member wanting their benefits and the desk person not having a clue what those benefits are. It's just not fair to the members or the employees.

I always have such a great time at this hotel come back every month for a week or more due to doctor visits, great location very accessible to stores, restaurants and the staff is amazing so professional

I am very disappointed in this hotel. The staff was not friendly or helpful and if you call front desk it seems to aggravate them. They advertise breakfast served from 6 to 9 but if you don't get down there between 6 and 7 then all hot food is gone and they do not put out any more. I asked would they be bringing out any more eggs and I was told that's all there is. The lady told me, “No we don't put out any more food, just the one time.” I guess if you snooze you lose. By the way, my family went down just before 8 a.m to eat breakfast. When we left for the day to go on our outing, the air conditioner was turned off in our room when we came back. Now this is July in Texas folks so it is hot out. I complained to desk clerk and she said she would tell the manager. We also called to let them know we had no internet and we were told they hadn't had any complaints. Duh! We are telling you now, there is no WiFi. My last night there, my grandson smashed a big roach that was crawling up the wall. Gross! Needless to say, I won't be staying there again.

Very nice, near theater, lot of food within in walking distance. Loved the bathroom. It's basic cable; even though it has the channels listed .Room next to maids closet very noisy, rooms by pool also.

Confermation #2690 Book and payed up front for three nights on Monday April 22, 2019, stayed Monday night only and checked out Tuesday at 10:12 am, To this day the manager has not reversed the charges for Tuesday and Wednesday nights. No one is authorized to return my 200.00 dollars back into my banck account except the manager. THE MANAGER IS NEVER IN!!! SO BEWARE OF THIS SCAM!!!, DO NOT STAY THERE UNLESS YOU LIKE BEING RIPPED OFF BY THESE TACTICS. rxcwork@yahoo.com

I would definitely come back I enjoyed my stay and it was close to a lot of things and it was right off the highway and very easy to find.The staff was very friendly and helpful if I had any questions.

Clean but needs updating. This property has been lived in hard and could benefit from quality upgrades. We couldn't find the controller to the television and it looked like repairs or upkeep had been done as cheaply as possible. We travel this route quite a bit, and will not, for the price stay here again.

I canceled two hours after reserving room on Valentine's day around 11ish and canceled a lil before 1pm. So they still had time to reserve room again. My dad passed away and they do not care for there customers. I had no choice but to go and be with my family right then.

Where do I begin? The elevator was broken, the stairwell smelled like pure cat urine, the tub wouldn't drain, the water will not get hot, the warming oven at the continental breakfast is broken, the hot tub is broken, the mattresses are hard as rocks and the hideabed in our room is broken and the mattress has tears in it. Worst hotel I have stayed in in years.

This hotel is older. It is directly behind Bank of America. The entire staff are great people. They care about you and make you happy. My room was clean. The A/C worked great. I had plenty of towels. Breakfast was wonderful. My only complaint; The hot tub wasn't hot. The rooms are very quiet. I had a great night sleep both nights. Will definitely stay here again.

My stay was long. I complained about the smell of drugs and unauthorized entry into my room. A few guests who allegedly were dealing drugs out of the hotel complained and I was asked to leave. I paid my account up and the owner disrespectfully said he did not like the way I spoke to hi in front of his staff. That is untrue. Why would I stay a month if that was the case. I also had my mail tampered with and am concerned these people with drugs think I was a problem when I was speaking up for myself and the children staying in the hotel. Of course the owner took side and since he has another hotel, he is now hiding out.

We chose this hotel for its convenience to the highway as we traveled on to Waco. It was inexpensive but it shows. Room had a musty smell but seemed clean. Bed was comfortable and the room was quiet. For a quick rest while on the road it's an okay.

We ended up here after a bad experience at another hotel in Mesquite. They were getting ready to close the office (we arrived late) and they waited for us to arrive! Thank you!! we had lovely LARGE rooms that were clean and well decorated. We were very comfortable there for three nights. Lots of options in the hotel breakfast area every day. I would happily stay here again.