SureStay by Best Western East Brunswick — Hotel in East Brunswick Township

SureStay By Best Western East Brunswick - One Star Review

My wife and I booked a room here based on the photos and the reputation of Best Western. As members of Best Western's reward program, we've stayed at many of their hotels over the years, but this was by far the worst experience we've ever had.

We checked in at 7:15 PM Eastern time. After swiping our card, we went to the room only to find it hadn't been cleaned. The floor hadn't been vacuumed, the bedsheets were dirty and didn’t even fit the bed (the flat sheet was for a double bed, not a queen). There wasn’t a single lamp in the room. The bathroom had about a third of a roll of toilet paper, no Kleenex, and only two gross pillows for the bed. The clock radio was plugged into the wall, but its two USB A outlets didn’t work. To top it all off, the room smelled strongly of marijuana smoke, which filled the hallway as well.

Realizing the girl at the front desk wasn’t going to do anything but encourage us to wait until the next day, I called the national Best Western Customer Relations number and spoke with 'Tiffany.' I told her of the issues and she asked me to wait while she contacted the property. About three minutes later, Tiffany got back on the line and said somebody would be right up to help. After about half an hour, the maintenance guy arrived and said he was there to "fix the radio." When I asked him about the dirty room, etc., he advised that he and the front desk girl were the only staff available. The general manager had been out on maternity leave and the assistant manager resigned and went to a different property weeks ago.

I'd like to add that this maintenance guy was very helpful. When he told us about there being no manager or assistant manager, things began to make sense in terms of the horrible condition of this property. When the maintenance guy looked at our room, he said, "What happened to this place?" He went around the whole room and noted the lack of lamps, only one working light in the room, no linens, minimal toilet paper, no Kleenex, dirty carpet, etc. He was very apologetic and explained how he took pride in the motel, but if it were him he wouldn't stay at the place either. He also confirmed that there were no sheets or a vacuum cleaner available because the motel contracts with an outside firm that brings all those things when they show up in the morning.

We went out early the next day and when we came back around 5 PM Eastern, the room was exactly the same as the night before. The room hadn’t been cleaned. The contract housekeepers had left at 3 PM Eastern, so we were out of luck until they showed up the next day at 9 AM—when we planned to leave. At that point, we packed up and left.

Also, Tiffany—the customer relations person who told us somebody would help us—went home at 5 PM AZ time, so she abandoned us on this too. When I called back, I spoke with Michelle who said that she worked in reservations and couldn’t help us. She confirmed that the customer relations department had closed. The day after we left, I called the Best Western Customer Relations department again and this time spoke with "Chris" who was very nice and told us that they would "look into" the situation when I told him I wanted a refund for both nights. It’s been a week now and I haven’t heard anything from Best Western.

Looking at various review sites, I see that others have also had this poor 'one star' experience. But the overall rating of the motel is moderate because somebody posts five-star reviews to buoy up the overall rating. The 4 and 5-star reviews all sound like they're written by the same person, highlighting the location, amenities, etc. Obviously, these glowing reviews are posted by the management.

Avoid this place if you value cleanliness, service, and a decent night's sleep. This experience has seriously made us reconsider staying at Best Western properties...

SureStay By Best Western East Brunswick - One Star Review||My wife and I booked a room here based on the photos and Best Western's reputation. As members of Best Western's reward program, we've stayed at many of their hotels over the years, but this was by far the worst experience we've ever had.||We checked in at 7:15 PM Eastern time. After swiping our card, we went to the room only to find it hadn't been cleaned. The floor hadn't been vacuumed, and the bedsheets were dirty and didn't even fit the bed (the flat sheet was for a double bed, not a queen). There wasn't a single lamp in the room. The bathroom had about a third of a roll of toilet paper, no Kleenex, and only two gross pillows for the bed. The clock radio was plugged into the wall, but its two USB A outlets didn't work. To top it all off, the room smelled strongly of marijuana smoke, which filled the hallway as well.||Realizing the girl at the front desk wasn't going to do anything but encourage us to wait until the next day, I called the national Best Western Customer Relations number and spoke with 'Tiffany.' I told her of the issues, and she asked me to wait while she contacted the property. About three minutes later, Tiffany got back on the line and said somebody would be right up to help. After about half an hour, the maintenance guy arrived and said he was there to "fix the radio." When I asked him about the dirty room, etc., he advised that he and the front desk girl were the only staff available. The general manager had been out on maternity leave and the assistant manager resigned and went to a different property weeks ago.||I'd like to add that this maintenance guy was very helpful. When he told us about there being no manager or assistant manager, things began to make sense in terms of the horrible condition of this property. When the maintenance guy looked at our room, he said, "What happened to this place?" He went around the whole room and noted the lack of lamps, only one working light in the room, no linens, minimal toilet paper, no Kleenex, dirty carpet, etc. He was very apologetic and explained how he took pride in the motel, but if it were him he wouldn't stay at the place either. He also confirmed that there were no sheets or a vacuum cleaner available because the motel contracts with an outside firm that brings all those things when they show up in the morning.||We went out early the next day, and when we came back around 5 PM Eastern, the room was exactly the same as the night before—it hadn't been cleaned. The contract housekeepers had left at 3 PM Eastern, so we were out of luck until they showed up the next day at 9 AM—when we planned to leave. At that point, we packed up and left.||Also, Tiffany—the customer relations person who told us somebody would help us—went home at 5 PM AZ time, so she abandoned us on this too. When I called back, I spoke with Michelle who said that she worked in reservations and couldn't help us. She confirmed that the customer relations department had closed. The day after we left, I called the Best Western Customer Relations department again and this time spoke with "Chris" who was very nice and told us that they would "look into" the situation when I told him I wanted a refund for both nights. It's been a week now and I haven't heard anything from Best Western.||Looking at various review sites, I see that others have also had this poor 'one star' experience. But the overall rating of the motel is moderate because somebody posts five-star reviews to buoy up the overall rating. The 4 and 5-star reviews all sound like they're written by the same person, highlighting the location, amenities, etc. Obviously, these glowing reviews are posted by the management.||Avoid this place if you value cleanliness, service, and a decent night's sleep. This experience has seriously made us reconsider staying at Best Western properties...

SureStay By Best Western East Brunswick - One Star Review||My wife and I booked a room here based on the photos and Best Western's reputation. As members of Best Western's reward program, we've stayed at many of their hotels over the years, but this was by far the worst experience we've ever had.||We checked in at 7:15 PM Eastern time. After swiping our card, we went to the room only to find it hadn't been cleaned. The floor hadn't been vacuumed, and the bedsheets were dirty and didn't even fit the bed (the flat sheet was for a double bed, not a queen). There wasn't a single lamp in the room. The bathroom had about a third of a roll of toilet paper, no Kleenex, and only two gross pillows for the bed. The clock radio was plugged into the wall, but its two USB A outlets didn't work. To top it all off, the room smelled strongly of marijuana smoke, which filled the hallway as well.||Realizing the girl at the front desk wasn't going to do anything but encourage us to wait until the next day, I called the national Best Western Customer Relations number and spoke with 'Tiffany.' I told her of the issues, and she asked me to wait while she contacted the property. About three minutes later, Tiffany got back on the line and said somebody would be right up to help. After about half an hour, the maintenance guy arrived and said he was there to "fix the radio." When I asked him about the dirty room, etc., he advised that he and the front desk girl were the only staff available. The general manager had been out on maternity leave and the assistant manager resigned and went to a different property weeks ago.||I'd like to add that this maintenance guy was very helpful. When he told us about there being no manager or assistant manager, things began to make sense in terms of the horrible condition of this property. When the maintenance guy looked at our room, he said, "What happened to this place?" He went around the whole room and noted the lack of lamps, only one working light in the room, no linens, minimal toilet paper, no Kleenex, dirty carpet, etc. He was very apologetic and explained how he took pride in the motel, but if it were him he wouldn't stay at the place either. He also confirmed that there were no sheets or a vacuum cleaner available because the motel contracts with an outside firm that brings all those things when they show up in the morning.||We went out early the next day, and when we came back around 5 PM Eastern, the room was exactly the same as the night before—it hadn't been cleaned. The contract housekeepers had left at 3 PM Eastern, so we were out of luck until they showed up the next day at 9 AM—when we planned to leave. At that point, we packed up and left.||Also, Tiffany—the customer relations person who told us somebody would help us—went home at 5 PM AZ time, so she abandoned us on this too. When I called back, I spoke with Michelle who said that she worked in reservations and couldn't help us. She confirmed that the customer relations department had closed. The day after we left, I called the Best Western Customer Relations department again and this time spoke with "Chris" who was very nice and told us that they would "look into" the situation when I told him I wanted a refund for both nights. It's been a week now and I haven't heard anything from Best Western.||Looking at various review sites, I see that others have also had this poor 'one star' experience. But the overall rating of the motel is moderate because somebody posts five-star reviews to buoy up the overall rating. The 4 and 5-star reviews all sound like they're written by the same person, highlighting the location, amenities, etc. Obviously, these glowing reviews are posted by the management.||Avoid this place if you value cleanliness, service, and a decent night's sleep. This experience has seriously made us reconsider staying at Best Western properties...