SureStay by Best Western Phoenix Airport — Hotel in Phoenix

Having driven to PHX we spent the night on 12/2,/20 at 3037 E. Van Buren St by the Airport. We left our car in their secure parking lot then returned on 1/25/21 after a very long International trip. Our car was safe and we spent the night after suffering jetlag. Wendy assigned us to Room 139. We grabbed dinner and went to bed early as we had an early morning commute for our long trek back home. This is where things quickly deteriorated. Wendy front desk clerk checked us in around 530pm. Around 8pm we were in bed when the lady above us kept stomping around waking us up. We called a few times to ask for some quiet. Then again she awakened us at 3am. The worse part is neither the floors or the walls have sound proof barrier insulation. In other words you hear everything. Around 9:00 p.m. we were awakened with somebody trying to break into our Room. It was frightening as well as potentially deadly. Unbelievably Wendy the front desk clerk assigned our Room key 139 to another guest. I had a confrontation with our potential intruder. I was locked and loaded willing to protect my family all because of no fault of ours or the intruder but desk clerk Wendy. Stressful!!! After the rude neighbour above us woke us up at 3:00 a.m. we checked out around 4:00 a.m.. I stopped in at the front desk to express my outrage to Zenith the front desk clerk. I spoke with Best Western corporate office and discovered to my amazement that neither Zenith nor Wendy documented the incident as required in their job training or common sense. We are all accountable to somebody when on the job!!! As of this writing I have yet to hear from either the supervisor the district manager or anybody affiliated with this franchise. At the very least they should have given us a free night's accommodation for such a horrendous nightmare. Overall I paid them over $250 for parking plus lodging to stay there. Ask Wendy front desk clerk who checked us into our room 139 on Monday 1/25/21 at 530pm. A week later (2/1/21) and still no response from Management!!! Let's you know just how much they care about their guests safety and well-being.... Clean room and convenient to Sky Harbor airport. Staff are friendly. Fixtures are updated while others need renovation(tub & beds). Secure parking lot. The neighborhood is mixed i.e. working class and the homeless. Would I stay again next time I fly out of PHX??? Little updates are necessary in bathroom to improve to 4 or 5 stars 🌟 Beware there are no sound barrier insulation in walls or floors. Upon my return 1/25 my 2nd floor neighbor was very loud & rude above room 139. Also front desk clerk Wendy assigned my room key to another guest. They tried breaking and entering my room when I was asleep in bed from a very long transcontinental overseas trip which could have turned deadly because I feared for my life as well as my partner's life!!! To date I have not heard back from management who could apparently care less. The front desk clerks Wendy & Zenith Never filed an incident Report as required in their Job description(unbelievable IMO). They need a Supervisor review and training in this critical area. The Management needs training in basic customer service and follow through on our horrific experience. Management of this franchise NEVER contacted us. AWFUL!!! Best Western Corporation did but are powerless over their franchise's. I reported this incident to Management & Best Western in January 2021. Best Western Corporation took immediate ACTION TO HELP ME. Today 9months later the Franchise responded by saying I am sorry you did not feel safe at our hotel but we take security very seriously. Thanks and "better late response than...

This motel really blew my expectations out of the water. We were in Phoenix for one weekend, a quick out and back and needed a place to stay that was close to the airport and in-between the other locations we would be driving too. While it doesn't look great from the street view, once you turn into the parking lot and enter the lobby and rooms, the quality is great.

Location: Close to the airport (they offer a shuttle to and from - we didn't use it because we got a rental car). Not the best area in town, but we were driving and visiting locations around Phoenix and this was the most central spot + close to airport.

Parking Lot: The parking lot is clean, landscaped, and I could tell it was either freshly repaved/painted or just well maintained.

Lobby/Eating Area: The lobby smelled good, was clean, spacious and connected to the breakfast area. The front desk people we dealt with upon check-in and check-out were both helpful, polite and provided advice when we asked them questions about specific things around Phoenix. Breakfast was okay, had coffee, tea, yogurt, donuts, cereal, juice.

Pool Area: Didn't use the pool, but you can see it right by the front building. Small, but had multiple seating options and from what I could see, the water looked clean.

Room: We stayed in room 142 on the first floor and it was clean, smelled good, no issues with HVAC or any plumbing or the appliances. Couldn't hear if there was anyone in the rooms next to us or above us, so quiet. The appliances were a TV (tons of channels to choose from), mini-fridge, microwave, hair dryer, little coffee pot. The toiletries in the bathroom included bar of soap for the sink, bar of soap for the shower, mini shampoo, conditioner, and lotion bottles. 2 sets of body towels, hand towels, face cloths, and 1 shower mat. The bed was comfortable and had ample pillows. Ample amount of outlets next to the bed on each side. The bathroom is separated into a large vanity sink area that had a hanging rack for clothes, and an ironing board. and then a WC that included the toilet and stand up shower with sliding doors. Good amount of space in the bathroom.

The one con we could find with the whole room, and it is such a little thing, was the placement of the toilet paper. It is inserted into a cubby hole in the wall and it is placed down next to the toilet quite low to the floor with a metal flap on top of it. It was awkward trying to get to it when on the toilet. But that is being extremely nit-picky about something I would...

Have tried reaching out since 5/18 regarding being charged for a room despite cancelling my reservation within 2hrs of booking. At no point during the booking process was I told I couldn’t cancel the same day as booking or we would have never booked. Our flight from Houston was initially delayed so we knew we were going to miss our connecting flight which is why we booked a hotel. The flight was then cancelled from the lightening storms, so we weren’t even in Arizona. After talking with Rocky and front desk people several times and giving Rocky all the flight numbers etc. and being told he would call me back he never did. I followed up a week or so later when I never heard back only to find out he no longer works there. My information was taken again to give to the new manager...still no call back.

I called again today and was told there is no manager on duty today and to call back tomorrow after 2pm. This is a very frustrating situation because I’m constantly getting the run around. Customer service has been horrible. I think my calls are being screened because they will sometimes answer with just a “hello”, however, if I *67 the number they answer completely different. I just want my refund and be done with it all. Will never recommend anyone staying here. Wish I could give no stars at all.

UPDATE Not surprising that now I leave a review they want me to email them all the information I already provided to the manager. Horrible customer service and Alecia is trying to tell me this is the first time she is hearing of this when she is the one I have mainly spoken with about this issue. I understand she has no authority of the situation, but at this point it’s ridiculous they want me to email them the same info I already provided. I am the one constantly calling to get an update and no one calls me like I’m told they will. At some point they need to provide true customer service. Obviously my flight was truly cancelled because I called to cancel within 2hrs of booking my room from a lightening storm in Texas. Do not stay here if you want to be treated like a number and not a person!

2nd UPDATE Still waiting on a refund and response from the owner. I can’t believe they are refusing to...