SureStay by Best Western Rossland Red Mountain — Hotel in Rossland

I stayed at the Best Western SureStay and was extremely disappointed with my experience. I checked in late, around 1:30 AM, after working a long shift and chose this hotel specifically to get a good night's rest. Upon booking a few days earlier, I had already provided my credit card information, but when I arrived, there was no one at the front desk. Instead, I had to call a number posted on the door, which connected me to someone in Trail. He asked me to give my credit card number over the phone because the guy at the trail location "didn't deal with payments" which seemed quite odd. He then said he had to call the person at the Rossland location to come check us in and give us our key. It took about ten minutes for him to come out. The guy checking us in at the Rossland location was friendly however when he gave us our room card the number written on there was a bit messy and i asked if it said room 25 or 29 and he said he wasn't sure.

After finally getting to bed, I was abruptly woken up by a call from the front desk lady at 7 AM. The woman said my credit card had been declined and that I needed to come down before 8 AM to provide a new one. I also asked why they didn't tell me over the phone that it was declined when i provided it, instead having to wake me up at 7 am, all she said was that the guy who checks you in "doesn't deal with payments". I was incredibly frustrated. The same card that was supposedly declined worked just fine when I came in to pay in person. The staff member I dealt with was rude and dismissive, showing no regard for the inconvenience or lack of sleep.

Overall, this was a disorganized, frustrating, and unprofessional experience from start to finish. I will not be staying here again and would not recommend this location. I have stayed at numerous best westerns and never had...

Our rooms were disgusting. They were so dirty. One room had blood soaked through to the bottom sheets. One staff said the housekeeping person probably sprayed the stain and it soaked through and then he forgot about it. It was still quite wet. Why not change the entire thing instead of trying to spot clean??? So gross. We brought cleaning supplies to do our own cleaning. Hair in the sink, bathtub, clumps of hair on the bathtub walls, toilet, back of bed on the ledge of the wall. Stinky putrid smell, maybe the carpets??? Dirty microwave, fridge and caked on dirt on ALL the walls. We bought quilts to use on the beds to lay on and cover with. One staff member, a female was the most unfriendly person we have ever met. So grumpy and rude!!! Cherri was exceptional. The guy was okay but he ran his fingers through his hair several times and put the bread away into a bag. Don’t eat the bread!!! If you asked for ice you were lucky to get ten pieces. You had to ask for fill ups for the breakfast constantly. The hot tub is mediocre but I guess it’s there. A positive, the beds are comfortable. I keep shivering thinking about how dirty and smelly the rooms were. One other bonus, there is a washer and dryer for use. That...

I have stayed here with friends, once a year for the last 5 years. Previous visits, have been exactly what I would expect for the amount I paid. This visit, the rate has gone up slightly, which is fine, and the management has changed. I would give the place a 3, on previous visits, but have downgraded it due to the new management. The good: -Internet worked -24hr check-in is nice The bad: -Out of the 6 rooms we rented, the heater only worked correctly in 1. in all others, it would only function in full "sauna" mode(not a real mode, just an exaggeration). -House keeping did not come in and replace anyone's towels, soap etc. -The hottub, was green, not kidding, change the damn water. Staff was way overworked, and it showed. -continental breakfast is true, but the same girl at front desk, has to run front desk, and breakfast, meaning things run out, and you wait, forever. -Parking, was an issue, never has been in past. I think for the $$ being charged, we will try a different...