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Business Profile

Motels

SureStay Plus by Best Western Portland Route 52

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Motels.

Complaints

Customer Complaints Summary

  • 3 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:11/17/2024

    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.
    Making a complaint due to their being blood and urine stain on our bed. Also toilet was leaking water and we only had **** warm water. The manager of the hotel refuses to reach out to me or give me a refund. We checked out after the first night and didn't stay our whole trip.

    Business Response

    Date: 12/13/2024

    She came into a room Friday night and didn't address the problems with us until the next morning & came down wanting a refund after they stayed in the room. Then other rooms with the group didn't say anything until the morning of and wanted a refund as well.

    We cannot fix the issues if they aren't telling us about them as soon as we see it, so we can come up with a solution then. We did refund their second night because they didn't stay, and then everyone wanted a refund for the first day also, which we gave. 

    We are willing to give them a refund of 25% on the day they stayed. We cannot issue a full refund for everyone after we got all the complaints about the rooms the next day. 

  • Initial Complaint

    Date:05/05/2024

    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.
    On March 21, 2024, I checked into Best Western hotel in Portland Tn. for a 3 night stay. During the first two days there we did not have any hot water. After bringing the issue to their attention they tried on several occasions to tell me they were working on it, but I failed to see any workers or worker vehicles. On the morning of the 23rd they finally put a sign at the check-in desk that they had no hot water.n I immediately canceled my third night and asked for the manager. The woman at the desk ( ******) called the manager and told me I would get a full refund for the night I canceled and a discount for the other two nights that I had no hot water. After several calls to the hotel, the manager was never available, I called Best Western Customer Relations and filed a complaint. To this date ( May, 5, 2024) I have had several communications with Best Western, and no discount for the two nights without hot water. I have received credit for the night I canceled. Now the hotel is saying they never said I would get the discount, even though they told me and BW Customer Relations they would.

    Customer Answer

    Date: 05/29/2024

    Hello,  I just wanted to thank you for you efforts in trying to get resolution on thus matter.  The fact that the business did not respond to you also, just supports my thoughts on thier integrity.  They have not contacted me either, so once again thank you for your help.  

SureStay Plus by Best Western Portland Route 52 is NOT a BBB Accredited Business.

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