ComplaintsforSureStay Plus Hotel
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/17/2024
- Complaint Type:
- Facilities Issues
- Status:
- Unanswered
Immediately after check in upon entering my room on June 3, 2024, I dropped my room key in the hall. When I realized this I opened my door and saw a man taking my key. I did not feel comfortable confronting him as he looked at me and walked away. I immediately went to the front desk (had not even touched anything in the room) and told the front desk clerk what happened and that I did not feel comfortable staying there. She agreed to let me cancel the reservation. She typed into her computer but then repeatedly refused to give me a receipt. I called Best Western corporate immediately but she would not answer the phone to speak with them. I called Best Western corporate when I returned home on June 5 and they told me that the front desk clerk NEVER ACTUALLY CANCELLED IT, and they tried to call the motel, again the motel did not answer. Best Western corporate created ticket CR863522 and gave them 5 days to respond. On June 10, I called corporate again and was told the motel did not respond, they also tried to call the motel again they did not answer, then said give them another 5 days. On June 17, I called corporate again and was told the motel did not respond, again they tried to call when I was on the line and again the motel did not answer, then they said that have to "work directly with the motel on this". The motel does not answer their phone, ever. I've tried calling multiple times. I want my Best Western 16,000 rewards points used to book this room refunded. Alternatively they can pay me the $75.81 that I spent staying at a Super 8 on June 3.Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My fiancé and I were staying at the Surestay motel by Best Western, homeless due to a house fire that destroyed all of our belongings in 2023. She has had 3 heart surgeries in the last year. After submitting an email to Best Western about the drug overdose in the room next to us, the rude and disrespectful staff and their comments, and the poor room conditions with no A/C or heat, Drew, one of the higher ups interrupted our meeting with the VA to tell us we had to find somewhere else to go, that he would not rent a room to us any longer, due to the fact that my fiancé sent an email to Best Western.Customer response
02/20/2024
Here is part of the receipts for our stay, however unless we booked online we were told we could not get a receipt. We have paid cash for a couple of nights as well that we are unable to show. Drew is the manager that we had to deal with and his number is ###-###-####. My wife didn't leave a review, she simply responded to the survey regarding our stay that she had received. So the "negative drama" as he called it wasn't even made public by my wife. He was extremely rude and we feel as if our freedom of speech was violated as well as being told that "drug addicts deserve to die" by the maintenance man after saving the man who overdosed in the room next to us. Not even an apology was given when my wife discussed the issue with Drew. He simply wanted to know why we got our room for $30 the previous night.Customer response
03/19/2024
Fwd:
Inbox
Cincinnati BBB (sent by blane@cincinnati.bbb.org)
Mar 13, 2024, 7:45 AM (6 days ago)
to me
---------- Forwarded message ---------
From: ****** ****** *************************
Date: Tue, Mar 12, 2024 at 10:01 PM
Subject:
To: *************************
I have not received any info back regarding my complaint against Surestay hotel by Best Western. Complaint # ********.Initial Complaint
02/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had a reservation for SureStay Plus in Florence KY. When I walked into the room the room was not clean and very filthy. It smelled disgusting. I honestly would like to just have a new night there or a refund. When I went back to the front desk the woman said it had been put into the system as clean. They need to check to make sure it is before actually putting it into the computer! Thank you.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.