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Business Profile

Hotels

SureStay Plus by Best Western

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/04/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This happened twice once in December for $318 2024 and April 30 2025 for ******. I didn't stay in the room we got a suite instead the person at the counter said she couldn't give me a refund to come back and talk to the manager I did that no refund then in April I didn't even leave out the office when I looked out the office door I noticed that the rooms were all outside and I said I couldn't stay here I wanted a refund but he said he not allowed to come back and see the manager she will be in at 4:00am so I called she said her general manager said I should have caught that when it. happened I told her I did I said something but the gentleman said he wasn't allowed to give me a refund in December the manager said no stayed on the room I told her no I even asked if they could look on the camera to see that no one did she then she said I didn't turn in the keys to the original room I had at first then my two companions said yes we brought her keys down here why I stayed with the luggage upstairs then she said she had to call her general manager I filed a complaint with the 800-western that they go by what the hotel says I want to know how they can just keep your money

  • Initial Complaint

    Date:02/20/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The room 401 that we were given was a nightmare. It was never cleaned as it seems, the bathroom full of fungus, the microwave full of old dirt and food, also the freezer. The shower did not work. The breakfast room was a mess and completely dirty. To stay at this facility is a risk to everyones health. I would recommend a detailed inspection and then shutting down this business. Charging money for rooms like this is fraud.

SureStay Plus by Best Western is NOT a BBB Accredited Business.

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