SureStay Hotel by Best Western Ukiah — Hotel in Ukiah

We booked a room over the phone using an Expedia phone number as we were driving towards Ukiah. We were clear when we made the reservation that we had a pet (a friendly, quiet, 15-lb, short-haired dog), and we were informed that there would be a $20 charge collected by the hotel, in excess of the one-night rate ($99) we paid in advance via credit card over the phone.

We checked in an hour later, ~11 pm, after a long drive. All four of us, husband, wife, 14-yr-old daughter, and small dog on leash, went into the lobby to check in. The dog was evident, quietly greeting the several customers who followed us in. We paid $20 cash (no receipt) for the dog's stay and were assigned a second floor room, quite a long walk from the parking lot. They also put an additional charge of $100 on our Visa which they say will be removed after we check out. We lugged up a large assortment of luggage (we are en route for an extended camping trip and had not packed for the one-night hotel stay), my daughter got in the shower, we put water out for the dog, unpacked toiletries and pajamas, started to get ready for bed. It was extremely hot in the room (much hotter than outside) when we arrived, but we turned on the air conditioner, and it was slowly starting to cool down. Then the phone rang. It was the worker who had checked us in explaining that we needed to change rooms because we had been placed in a room that was not pet friendly (eventually it turned out the carpets had just been cleaned). I said that was not reasonable. It was late at night, we were exhausted, in the shower, with stuff all over the room. Also, our dog is less than a foot tall with "fur" that is shorted than an eyelash. Their room was not at risk. She said she'd talk to her manager, called back, and insisted we move rooms. I said I'd talk with the manager who also insisted we move rooms, threatened to kick us out, call the police, etc. Eventually, the helper from the front desk came up and helped us move our belongings to a room on the very end of the motel next to the freeway (US 101), another very hot room with the air conditioning off. I've been staying as an adult in hotels ranging from low budget travel motels to international urban business traveler hotels for more than 25 years, and I've never had such an unpleasant hotel experience. Their incompetent handling of their mistake, our inconvenience and unpleasant experience -- ug. A small gesture of apology -- say, refunding the pet fee -- would have made their inappropriate imposition on our 9 hours in their hotel tolerable, but it was clear no such offer was...

Rented a suite for 2 nights. The room was huge! I love the spaciousness.

I did not love the overpowering smell of cleanser that greeted me upon opening the door. I have scent sensitivities and so left the door wide and the a/c running while I brought in my things. It took about an hour of leaving the room open like that and a little peppermint oil, but the smell did finally taper off some. Fragrance free cleaning supplies exist and I am at a loss for why lodgings don't use them.

The wood floor was filthy. I got out of the shower (good water pressure, roomy shower) and walked about the room for a minute or two. When I sat on the bed to check my feet (diabetic- it's a thing) the bottoms of them were already black.

I let the front desk person know, and showed her the now brown streaked towel from the floor. She thanked me for the feedback but did nothing further for me.

The rest of the room was very clean, however, and the Jacuzzi tub was spotless.

A minor issue; the plate insert for the microwave was not for THAT microwave. Hence, it made a godawful clatter and bang whenever I used it. Thankfully I did not have neighbors when I needed to run it in the middle of the night.

The refrigerator was great and the extra sink an unexpected bonus.

The bed platform made a loud twang-bang whenever I sat on the edge of the bed but was quiet both once I laid down, and also when I moved about. The bed was heaven; squishy but firm enough to make for a happy back, with 4 fluffy soft pillows as accompaniment.

It was relatively quiet. However I was on a 2nd floor inside hallway. This place is immediately adjacent to the freeway, though there's hardly any traffic to speak of. Still, probably bring earplugs if you're a light sleeper.

My last is more of a pet peeve, but still; if I'm paying $150 for a room and want more coffee packets, I think someone should bring them to me, rather than expecting me to come all the way down to the front desk. My request was during housekeeping hours. But maybe I'm just spoiled by stays elsewhere.

Overall a nice place and a decent bang for the buck. They need to tighten up their game...

I stayed here for a few nights because my truck had broken down. I gave them a cash security deposit and they refused to give it back to me when I checked out stating that I had smoked in the room. Which was definitely not the case I would never smoke in a hotel room. I stay at hotels almost once a week since I travel a lot for work and I have never had any problems. They are stealing money from paying customers! I saw another review from a man saying they charged him for 2 nights when he only stayed for one. There is also no security here and I did feel safe going to my car at night. There were a lot of homeless people walking around the parking lot and groups of men smoking and drinking outside their rooms. As a female I did not feel safe there at all but unfortunately my truck was broken down and I could not leave. Also I had filed a complaint through the best western and they never got back to me so I gave them a call back, they told me the hotel had never responded to the complaint. Which to me seems like they are guilty of stealing. I am extremely dissatisfied with the customer service at this hotel and I think everyone should know this before staying at this location.

In response to the owner,

I will never stay at this establishment ever again. I had a less than satisfactory experience there and will never go back. What I want is for you to give me back my security deposit you stole from me for no valid reason. Also you can answer my complaint request I filed with the best western 3 weeks ago instead of messaging me on here. I will be following up on the complaint in 3...