SureStay Plus By Best Western Orlando International Drive — Hotel in Orlando

Horror hotel. Right by universal but Save yourself the future headache and unpleasant stay! DO NOT STAY AT THIS ROACH MOTEL.

First red flag: Arrive to hotel and hear a loud beeping noise in Lobby. No employee in Lobby. A Sign at check in desk stating employee will be back in 10 minutes.

Second red flag: Open the door to the room and smelled very musty. Spiders noted on floor and dusty walls/furniture.

Third red flag: 1 little cockroach noted on the wall near bathroom. Brushing my hair by sink, 2 more little cockroaches noted just making their way all over the faucet area. Few minutes go by, 3 more little cockroaches near the bathroom. As it’s known, if there is one roach, there is probably an infestation. As these tiny roaches were noted, we decided to look under the sink/where the fridge was located. BAD CHOICE. A gigantic mother roach was chilling there (see photo attached) You can also see the level of dirt on the fridge. This was the last straw and we went to the lobby

Fourth red flag: Pack our things in the car so the roaches don’t get on anything. Get to lobby and we tell employee there is roaches in our room. As we say this, employee looks at the guests behind us as well. I guess he hoped the other guest didn’t hear that they were roach infested. The employee does not respond for a few minutes and goes on the computer. He proceeds to tell us that the manager is not here tonight and that we should come back tomorrow to get our refund and non sincere apology about the situation. Also, he states there is no other room available that he can move us to. I ask if there is a best western hotel nearby that he can get us a room at. Employee states “no, we are our own hotel. We do not partner with other best western chain hotels.” We leave frustrated and book a night at another hotel and don’t go back to that room.

Fifth red flag: We arrive to the lobby the next morning and ask to speak to the manager. The manager comes and we tell him we came last night to complain about the roach infestation and we were told we would be refunded. No apology from manager whatsoever. No smile nothing. He proceeds to only ask for our room # and after a few taps on the computer “you were refunded. Your money should get to you in the next 7 days.” That is all that is said by the manager. No sorry or I apologize for the situation. Nothing offered to be given to us in addition for the roach infestation situation. The employees simply did not care if we had a pleasant stay.

3 weeks later, I have still not been refunded for this night. They do not answer the phone. I know the hotel is right by universal but do not stay here because you will regret it. The room was 106 I believe. Look at the mother roach in our room! Place needs pest...

Upon arrival at the address the hotel is named something different than what is listed on booking.com. I entered the lobby and the guy asked if I was here to check in. I responded with something along the lines of “I think so. I have a reservation through booking.com but the hotel name is different.” and he explained that the property had undergone recent “renovations” that included changing the name but there’s no signage anywhere to let arriving guests know, despite the guy saying this happens a lot. It’s now part of best western family of hotels apparently. So I get checked in but the guy has me sign nothing and I notice within a couple hours that the charge on my credit card is $161.63 more than what my rate was through booking.com so I went back to the front desk. The guy said the manager would have to fix it the next morning. I stopped by the next morning and the manager does have a print out of the info and says he will take care of it later because he had just arrived. I continued to check in with the manager daily with assurances it would be taken care of but now it’s almost 2 weeks later and still no refund. I’ve messaged them through the app, I’ve contacted booking.com customer service, and I’ve emailed best western with no results at all. As for the actual hotel, the walls are PAPER thin as a couple next to us kept me up all night arguing one night and woke me up at 4:30 loudly watching tv and conversing another morning. The a/c operates at the volume of a helicopter taking off from the roof so every time the a/c kicked on it drowned them out at least. It unfortunately also woke me up every time it kicked on during the night. The hotel is supposedly recently renovated but the desk in this room looks like it was recovered from a flood as the laminate covering of the desk is warped and coming loose in multiple places. The beds were not comfortable and the outlet where the lamp was supposed to be plugged in is so loose that the plug falls right out so, if there were actually recent renovations, they were poorly done. The provided breakfast is decent but nothing but carbs. I’ve never been somewhere with this type of continental breakfast that doesn’t at least have some yogurt or cream cheese for a tiny bit of protein in your breakfast. And they don’t tell you where to go for breakfast at check in and I never saw a sign, so you have to figure it out for yourself that it’s in the poolside “bar”. It is close enough to universal you could walk if you wanted to and the pool area looked nice, though we didn’t use it. But I certainly would not recommend a stay here, or at any best western property based on their lack of response to my inquiry, to anyone at this...

Upon arrival at the address the hotel is named something different than what is listed on booking.com. I entered the lobby and the guy asked if I was here to check in. I responded with something along the lines of “I think so. I have a reservation through booking.com but the hotel name is different.” and he explained that the property had undergone recent “renovations” that included changing the name but there’s no signage anywhere to let arriving guests know, despite the guy saying this happens a lot. It’s now part of best western family of hotels apparently. So I get checked in but the guy has me sign nothing and I notice within a couple hours that the charge on my credit card is $161.63 more than what my rate was through booking.com so I went back to the front desk. The guy said the manager would have to fix it the next morning. I stopped by the next morning and the manager does have a print out of the info and says he will take care of it later because he had just arrived. I continued to check in with the manager daily with assurances it would be taken care of but now it’s almost 2 weeks later and still no refund. I’ve messaged them through the app, I’ve contacted booking.com customer service, and I’ve emailed best western with no results at all. As for the actual hotel, the walls are PAPER thin as a couple next to us kept me up all night arguing one night and woke me up at 4:30 loudly watching tv and conversing another morning. The a/c operates at the volume of a helicopter taking off from the roof so every time the a/c kicked on it drowned them out at least. It unfortunately also woke me up every time it kicked on during the night. The hotel is supposedly recently renovated but the desk in this room looks like it was recovered from a flood as the laminate covering of the desk is warped and coming loose in multiple places. The beds were not comfortable and the outlet where the lamp was supposed to be plugged in is so loose that the plug falls right out so, if there were actually recent renovations, they were poorly done. The provided breakfast is decent but nothing but carbs. I’ve never been somewhere with this type of continental breakfast that doesn’t at least have some yogurt or cream cheese for a tiny bit of protein in your breakfast. And they don’t tell you where to go for breakfast at check in and I never saw a sign, so you have to figure it out for yourself that it’s in the poolside “bar”. It is close enough to universal you could walk if you wanted to and the pool area looked nice, though we didn’t use it. But I certainly would not recommend a stay here, or at any best western property based on their lack of response to my inquiry, to anyone at this...