SureStay Plus by Best Western Mountain View — Hotel in Mountain View

My family and I stayed here on 05/23, 05/24 & 05/25 2019 and we will not be staying here again.

Their pictures are not accurate of the cleanliness in the pool area and or the rooms (my pictures during the stay are posted for you all) My family and I go to Great America every year for Memorial weekend so we always look for a good deal on a decent place to stay that won't break the bank. We saw the pictures and price of this place so we figured we would give it a shot... that was a mistake. We stayed in room 302 and my sister, brother in law and niece stayed in 127 but had to be moved to 129. Room 302 is like a 2 bedroom apartment; great space however the room was not really cleaned by room service. The bathtub was a full size spa tub; jets didn't work, their was a ring around the tub and black hair all over the tub (we are a blonde hair family) the shower had not been cleaned as their was black hair and dirt on the floor, we had to shower with sandals on, the hot water was barley luke warm.

In room 127 where my sister was originally (first night 05/23) had mouse poop in the bathroom along the edges and in the corners, it had mold behind the chair next to the window. When I asked for her to be moved or upgraded because she recently was hospitalized and couldn't be near mice poop or anything like that we were told no. I explained the situation to the younger gentleman at the front desk; he told me they would upgrade her at no charge to the other King room (3rd floor room 301) thought that would be perfect and he even had me look at the room, once I got back to the office and agreed he told me "the room is booked for 05/24 & 05/25 so we can't have her stay there even tonight because it would be just too much on our house keeping for one night" He stated they had 2 other rooms 107 & 129 we could look at and have her choose; we did and they both had mouse poop in the bathrooms. He said they didn't have a rodent problem and I showed him they did, he said well now I know but these are the rooms available for her to select. We (my husband and I) cleaned up room 129 for her and moved her in there. I can tell you NOT ONE PERSON CHECKED INTO THE OTHER KING ROOM NEXT TO US THE THREE NIGHTS WE WERE THERE!! We were lied to, they couldn't and wouldn't make an accommodation to someone that shouldn't be exposed to what they had in their rooms. We did ask if they would prefer us to leave and get a refund and the younger guy told us that would be our choice but there is nothing he could do. We knew getting a refund would take several days so we had no choice at this point.

House keeping left several bundles (also pictured) of towels and sheets on the dirty patio areas for a good chunk of the mornings (during breakfast time) they would drop them on the ground, go to the breakfast area to get their food and go eat.

The breakfast wasn't bad; kids loved the waffle maker, sausage and juice. They had other things like cereal, muffins, bread for toast, scrambled eggs and frozen breakfast sandwiches. What we didn't like was on of the workers (pictured) would walk around asking if people were done and telling them to hurry if he thought they had been there long enough. I'm sorry but breakfast with your family shouldn't be rushed PERIOD!

The Sauna wasn't working when we were there, the hot tub wasn't working the first night we were there. The pool area was enjoyed by the kids HOWEVER THE PICTURES ON THEIR WEBSITE ARE FALSE! There are pictures posted for you too see how they don't take pride in their properties appearance. There were several people smoking in the pool area and that wasn't allowed but staff would act like they cared and forget about it.

Being a holiday weekend and county offices are not open you can bet first thing Tuesday 05/28 calls will be made and complaints will be filed. We will not be staying here and I highly advise you don't, we couldn't...

I spent 7 nights at Mountain view. I had a number of issues, none of which were catastrophes, but I think it's good to know what you are getting before you book here. The second night I was there, I was asleep, and a man used a key to get into my room, which he clearly thought was his. I half woke up, and the man quickly left apologetically. Then I got a call from the front desk, which I missed because I was still half asleep. The front desk person then came and knocked on my door - this was around 10/10:30 pm. I answered the door and he said he didn't have me on record as staying in this room. I assured him I had it booked, and he asked for my last name which I gave him. I go back to bed, and 2 minutes later I get a call, the front desk wanting me to spell my last name. This entire situation was handled terribly. This type of mistake is a huge invasion of my privacy and a safety concern, and the hotel did nothing to apologize. I was going to let this go, but when I came back from breakfast the next morning, my key didn't work. I went to the front desk, and explained the situation. The lady apologized (not very convincingly) and magnetized my key. She said the system definitely had me in that room. She dismissed my concern by saying "the man probably just mistook your room for his room." That does NOT make me feel better or explain the situation. If he hasn't been assigned the wrong room, my room, his card shouldn't have worked. Anyway, I didn't want to argue so I just went about my day. Laster that week, I was at the free breakfast (which is pretty mediocre at best, unless you like cereal and pastries, but I don't). There were lots of things missing, including the teas. It was about 7:30, so they should have been out for hours. I asked the front desk lady (same one who dismissed my key issue) and she was texting on her phone - I asked her if the teas could be put out please. She continued texting and said, "do you see the man?" I said, "what man?" she half pointed over and said that he should be there and to ask him to put out the tea. I had to go looking for him in a closet/storage space and then ask him to put out the teas. He didn't say a single word, just put the tea out. Overall, I experienced really subpar customer service here.

As for the accommodations, the rooms were not super clean- My shower had a dark hair on the tile that was from someone before me, and it never moved my entire stay. The sheets I had when I arrived had a small brown stain that looked like blood on them. The shower head in room 101 was very old, and if you wanted enough pressure to clean your hair, it put a lot of air into it and it felt like being pressure washed, but if you turned it down it was pretty ineffective. The bathroom was pretty outdated, but functional. The Tv worked fine. The beds were okay. The towels weren't great. Sometimes the plumbing (maybe from a room above) was incredibly loud, like a rushing sound but it didn't last too long. The AC system worked fine and had a wall thermostat. The "spa" area was closed the entire time I was there, about 7 days.

It is a budget motel, and you get a little less than what I think you pay for. But you can make an informed...

Pretty disappointed with this place! The first night I checked in, I had reserved a room with a jacuzzi tub and was told that it did not work - ok, I though, no jets, that's fine. But then the man at the front desk told me if I filled the tub, it would leak through the ceiling into the lobby...I asked uf I could change rooms in that case and he said no, they were fully booked but I could change rooms the following night. OK, that's fine... but when I got up to my room and it smelled like smoke and was extremely outdated. It gave me the instant heebie-jeebies but I was exhausted so I went to sleep. The next day, I went down to the lobby to see about a new room and waited for about 10 minutes for anyone to show up at the front desk - no one ever did. I called them later instead and was told they would reserve me another room with a jacuzzi and would call when it was ready. They never called. Got back to the hotel that night and went to the front desk and told them I had a new room and they reserved one for me. The gentleman told me they did not actually reserve the room as they were supposed to and wanted to know if a regular room was fine. Yes, as long as the difference was split between the cost since the jacuzzi room was more expensive. He sort-of fixed that by just taking off $60 from the previous nights' stay. Got to new room, was super excited bc it looked less creepy then the old one until I got to the bathroom. The back of the bathroom door was torn up like a dog had chewed on it and it looked like some mold was growing in between some of the tiles and caulking and the tub stopper didn't work (not that I wanted to take a bath in there at that point anyway) so all the water just drained out. I don't understand how a hotel can charge as much as this place (up to $300 a night on some nights) and be this run down. I realize it's the Bay Area, but really? I'd pay maybe $60 a night for this hotel in Colorado and I wouldn't be surprised about what I was getting. This is way too much money to be spending on a hotel for what it has to offer. I cancelled the rest of my reservation here and I'm off to find a better place to stay. :D Don't stay here. Not...