SureStay by Best Western Phoenix Airport
🏨 Hotels & Travel · Phoenix
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Noisy air conditioning unit and unhelpful staff refusal to switch rooms
Business reply on Google
We apologize for any inconvenience you experienced during your stay. Your feedback is important to us and will be shared with the appropriate teams for review. Our aim is to provide a comfortable experience for all our guests. We recommend reaching out to our management directly for any further assistance with your concerns.
Hotel refused check-in despite charging the customer's card for the room.
Business reply on Google
We apologize for any inconvenience you experienced. Please note that our payment policies are clearly outlined during the booking process to avoid any surprises upon arrival. We regret that your expectations were not met, and we encourage guests to reach out to our management team directly for any further assistance.
Hotel charged for cancelled reservation and quoted price was inaccurate.
Business reply on Google
We apologize for any confusion with your reservation. Our rates can vary due to demand. We recommend guests clarify rates before booking. It's regrettable to hear about your experience with our staff. We'll address this internally for future improvements. Thank you for sharing your feedback.
Hotel refused service animal despite prior booking confirmation
Business reply on Google
We are sorry to hear about your recent experience. Each hotel has its own pet policy, and we recommend reaching out to them directly beforehand to ensure your furry companion is a good fit. We apologize for any inconvenience this may have caused and hope you have a smoother stay in the future.
hotel experienced a power outage with no staff communication or support
Business reply on Google
Dear Pauletia, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. We will address your complaints regarding the power issue with management. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at (602) 273-1601. Sincerely, 53026 Property Guest Relation Management SureStay by Best Western Phoenix Airport
Hotel location felt unsafe and refund for cancellation was denied
Staff treated the customer with disrespect upon arrival.
Business reply on Google
Dear Mike, Thank you for completing the survey regarding your recent stay at our property. Your review and rating are greatly appreciated; though it is very disappointing to learn of the bad impression we made with our service. I would like to apologize for not exceeding your expectations as your satisfaction is important to us. We will be using the feedback you gave us to implement improvements to ensure we offer a better experience and overall impression of our facilities. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at (602) 273-1601. Sincerely, 53026 Property Guest Relation Management SureStay by Best Western Phoenix Airport
Hotel refuses check-in for local Arizona residents without prior notice.
Business reply on Google
We're sorry to hear about your experience. For any reservation concerns, we recommend reaching out directly to our management team for further assistance. Thank you for sharing your feedback.
Staff were unprofessional and unhelpful during the hotel stay.
Business reply on Google
We are sorry to hear that your experience did not meet your expectations. Guest feedback is valuable to us, so we encourage you to reach out to our management team to further discuss your concerns. We appreciate your insights as we strive to improve our services for all guests.
Hotel falsely accused guest of pet policy violation and charged fees.
Business reply on Google
We understand your concerns regarding your recent stay at our hotel. It's important for us to maintain our policies for the safety and comfort of all guests. We encourage direct communication with our management team for further clarification and resolution of any issues experienced. Thank you for sharing your feedback with us, it helps us improve our services.
hotel charged customer for alleged damage to bed sheets
Business reply on Google
Thank you for sharing your feedback with us. We take all guest concerns seriously and have passed this information along to the appropriate team. It's important to address any charges directly with management for further clarification and resolution. We appreciate your insights on the rooms and location as well.
Staff were rude and unhelpful regarding a reservation cancellation.
Room maintenance issues and poor customer service from front desk staff.
Business reply on Google
Dear Diann, Thank you for completing the survey regarding your recent stay at our property. Your review and rating are greatly appreciated; though it is very disappointing to learn of the bad impression we made during your recent stay with our service and accommodations. I would like to apologize for not exceeding your expectations as your satisfaction and feedback are vital to our success. We will be using the information you gave us to implement improvements for a better experience and overall impression of our hotel. I hope that you will consider staying with us once again, so we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at (602) 273-1601. Sincerely, 53026 Property Guest Relation Management SureStay by Best Western Phoenix Airport If I can provide any assistance, please don't hesitate to contact me directly at (602) 273-1601. Sincerely, 53026 Property Guest Relation Management SureStay by Best Western Phoenix Airport
Poor soundproofing, unclean towels, and alleged theft of personal property.
Business reply on Google
We apologize for the challenges you faced with noise disturbances and our housekeeping services. We take guest feedback seriously and appreciate you bringing these issues to our attention for further review. Your comments will be shared with the appropriate teams for necessary improvements. Thank you for staying with us and we hope you will consider giving us the opportunity to host you again in the future.
Poor staff service, broken room amenities, and unresolved noise complaints.
Business reply on Google
We apologize for the inconveniences you experienced during your stay with us. We appreciate your feedback and will address your concerns with the relevant departments to improve our services. Thank you for bringing these issues to our attention.
Dirty bathroom, poor breakfast service, and unsafe neighborhood surroundings.
Business reply on Google
Thank you for sharing your feedback with us. We appreciate your kind words about our room cleanliness and friendly reception staff. We apologize for the noise and breakfast experience; we'll address this internally. We regret that our location did not meet your expectations. We hope to welcome you back in the future for an improved stay.
hotel room infested with cockroaches and lizards
Business reply on Google
We are sorry to hear about your recent experience and appreciate your feedback. Rest assured that we take all guest comments seriously and use them as an opportunity for improvement. We encourage you to reach out to our management team directly for further assistance with your concerns. Thank you for bringing your experience to our attention, and we hope to have the opportunity to welcome you back in the future.
Room had strong odor and poor sound insulation
Business reply on Google
We are sorry to hear about your experience. Our property strives to provide comfortable accommodations to all our guests. Your feedback is valued, and we appreciate you bringing these details to our attention. Should you have any further concerns or feedback, we recommend reaching out to the management team directly for assistance. Thank you for your review.
Hotel staff lost guest property and provided poor customer service.
Business reply on Google
I am sorry to hear about your disappointing experience with our lost-and-found process. We take all guest feedback seriously and will share your comments with the team for further review. If you have any further concerns, please feel free to reach out to our management directly for assistance. Thank you for sharing your feedback with us.
Misleading online photos and undisclosed construction noise during stay.
Business reply on Google
We apologize that your stay did not meet your expectations. We appreciate your feedback and will take it into consideration for future improvements to our property. Please do not hesitate to contact our management team directly with any further concerns you may have.