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Business Profile

Hotels

Surestay Plus

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:05/21/2025

    Type:Service or Repair 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 hotel is slamming my husband name in reviews on **********. My husband went to the front desk and asked for a new comforter because there was hair all over the one when we checked in. He was told they didnt have one. When we were getting ready for bed we noticed black bugs in the bed. We packed our bags and went to the front desk. Asked for our money back and we were leaving. They asked no questions. Gave us this piece of paper and we were on our way. Now they are telling us we will not get a refund and they are saying my husband demanded a bigger tv and thats why we left. That is completely false information. I would like a full refund and the comments with my husbands name removed.

  • Initial Complaint

    Date:05/19/2025

    Type:Customer Service 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.
    May 17th 2025 $191.51 for room The SureStay Hotel Plus in **********, ****, did not provide myself and others in my party with clean beds to sleep in. After moving pillows and sheets back, black bugs, dead and alive were found in multiple beds. After findings were had reported to the front desk and a cancellation letter was given. We were not offered another room or a cleaning services to clean our room. We left this hotel and went to another. I have emailed and called and the manager (Mac) is refusing to speak by hanging up repeatedly. I have emailed and no response. The only responses he has answered to are the reviews left on ******. I do not have pictures to prove and wish I did. After what we found in our beds we just packed up our things and left. The way that he is handling this is unprofessional and at this point I dont even care about the money but that this hotel is brought to attention in its unclean environment for future guests.

Surestay Plus is NOT a BBB Accredited Business.

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