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Business Profile

Motels

Sure stay plus by Best Western

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Motels.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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 type

  • Initial Complaint

    Date:12/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Upon laying down to go to sleep in December 14, 2024 I videoed a cockroach crawling across the headboard at the Best Western in ************, **. The manager, ***** was supposed to call me the morning of December 15, 2024. After not having received a phone by 10 AM on December 16, 2024 I called the hotel. ***** answered the phone. I did not even get my full sentence out when she told me to hold on she was with someone. She came back on the line a few minutes later. She was VERY unapologetic and flat out refused to refund the $110.85 that I paid for the room. She did not offer any kind of solution.

    Business Response

    Date: 12/26/2024

    Thank you for providing the information. We have reached out to the guest, apologized for the inconvenience caused, and assured them that every step has been taken to prevent this from happening again. Our pest control company informed us that it was another type of flying insect; however, this situation should not have occurred. We offered the guest a 50% discount for their future stay. Please have them reach out to us when planning their next hotel visit.

    Customer Answer

    Date: 01/02/2025

     
    Complaint: 22693128

    I am rejecting this response because: I will never stay with them again. Not only was I not offered the discount at any point by the company but the manager was absolutely rude to me and said I did not have a video of a ***** but I do. 

    Sincerely,

    ***** *******

Sure stay plus by Best Western is NOT a BBB Accredited Business.

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