SureStay InnSuites Phoenix Hotel & Suites by Best Western — Hotel in Phoenix

Bedbugs! Got bit over 25 times overnight. When I reported it..they sent maintenance over and they immediately started "inspecting" the 1st mattress near the window. They stopped when I told them I was sleeping in the other bed and proceeded to flip the mattress and box spring up "inspecting". They gave me garbage bags for my clothes and pet bed and left. The front desk called to move me to another room and told me to leave my things there. After being in my new room for a few minutes the front desk called and said that her manager said that since a "thorough investigation" found no bugs..they would not launder or dry clean my clothing. What thorough inspection? The charade the maintenance guys did was hardly an inspection and anything but thorough. What a joke. Did a proffessionally trained pest guy come do an inspection? NO! Bedbugs are nocturnal so looking for them in daylight is useless. You have to set traps and look all over not just in the bed..anyone who googles it can find out how to do a better inspection then he did. Thorough inspection my butt! Lame...lazy..unprofessional..inconsiderate. So they had me possibly cross contaminating another room. I asked if they'd bring my things to my new room and was told "no one is available" Isn't that excellent customer service? The girl at the front desk seemed horrified her manager wasn't being helpful and seemed genuinely upset about what was happening and I appreciate her concern, unfortunately her hands were tied by poor management who could care less about the people staying in their hotel. It's sad. The next morning I get a call from the front desk..guess what? They are making me move into another room (let's spread those bugs...idiots) I asked why I had to move and was told it was because the room I was in wasn't a pet room. I told them it was very important the internet works well in the new room since i work online. The new room had horrible connection speeds wireless so I tried plugging in the Ethernet cable and the connection thing pushed into the wall and the whole plate came off..screws and all! So I plugged it in and absolutely no connection at all. I called the front desk...again. sigh. Maintenance comes down..he tries fixing it..seemed sincere not like the other maintenance guy (one was nice the other one was kind of rude..looks that he gave me..etc etc..yeah I bit myself overnight...seriously?) Anyways the internet couldn't work through the Ethernet and he said he'd go tell the front desk. So the front desk calls and says there's nothing they can do..no other pet rooms available..so I said check me out!! Worst hotel experience EVER! I will never stay there again..aside from my horrible treatment..the place is dirty and there's trash left around outside the dumpsters...something was on the stairs near the laundry room and just sat there..like a big bunch of sheets or something. There was a ladder standing up against the wall unattended for days..hope no kids climb it and get hurt. Oh and some more genius...the "pet rooms"(I guess they only even have 4 in the whole freaking place!!!) Well it's located on one side of the property..near the road and the only pet station I found was on the other side and wouldn't you know it...no pet waste bags! Guess that's why theres poop all over the place. I used my ice bucket liner and grocery bags... All in all horrible. Don't stay here. I moved to Laquinta..very enjoyable. Won't ever stay at a best...

Stayed here multiple times in the past few years. It used to be a decent place. This time, it was horrible. I’m not sure if there is new management, but clearly service has gone downhill. Upon check in, the front desk agent seemed irritated that I bothered him. Wasn’t friendly at all. There were fingerprints all over the glass door and cups and food debris all in the lobby and on the tables. I requested two queen beds for my son and I. We get to our room, and my son used the bathroom. He comes out to wash his hands & there is no soap and only one hand towel that had a stain on it. Thankfully, we had 3 bath towels, so we used one has a hand towel. We both needed to take a shower and noticed there was only one washcloth. I walk up to the front desk to see if they have any hand soap and an extra washcloth and was told they were out of all towels. Agent said they had no soap as well, as there was a soap shortage. Uh okay… I said fine, we will use the body wash from the shower as hand soap and I’ll just use the body wash without a washcloth. The tubs also looked stained and no matter the amount of scrubbing housekeeping could do, it just wouldn’t get clean. This place needs a huge remodel. All night until about 2 AM there were people walking by my room, presumably drunk as they were so loud and carrying on with no regard to what time it was. Tried to call the front desk. No one answered. We finally fell asleep shortly after 2AM. The next morning, I could see an extremely large gap around and under the front door. I get up to use the bathroom and turned on the light and there was a huge sewer roach behind the toilet. I screamed and my son lunged out of bed to see what I was hollering for. He managed to kill it and flushed it down the toilet. I’m sure it got in the room from the huge gap in the door that clearly needed new weatherstripping. We get dressed and go down for breakfast and their coffee machine is not working nor is there juice machine. There was only water from the juice machine and a case of Sunny D in the fridge. They used to have somewhat of a decent spread for breakfast, but not anymore. The waffle batter machine was almost empty, So we made half a waffle. They used to have whipped cream, fruit and nuts for your waffles, but had none. They used to have a variety of Otis Spunkmeyer muffins, but they only had blueberry and some brand I had never heard of that tasted awful. No cereal, no milk, no oatmeal, no nothing. They had scrambled eggs, which were likely powdered eggs and not good, as I took one bite and felt like I was chewing rubber. Half cooked thin bacon, soggy biscuits and gravy from a can. I ended up eating a banana and my son had half a waffle plain. We go back to our room to pack and check out and on the way to the room, we watched 3 drug addicts/homeless people walking from the street onto the property. I go back into the lobby to turn in my keys and no one was there. I waited for about five minutes before just deciding to drop my key in the box. The same homeless people were in the breakfast area eating like they were guests at the motel. I will not be back. I’d rather stay at the Hilton next door and pay a little bit more than to endure this...

Liked · The hotel was clean. The room was nice. The landscape clean. The housekeepers for the most part accommodating. The breakfast was great. Eggs, hash browns, bacon, sausage, sandwiches, muffins, yogurt, cereal, hard boiled eggs, and waffles plus juice and coffee. Hats off to the breakfast chefs. I will say the front desk staff was very accommodating. Hats off to Major the over night front desk administrator. Always pleasant, and very accommodating. 👏👏❤️❤️🫡

Disliked The immediate area is nice within a 2 block ratio. If you travel 3 blocks out you will encounter many homeless people so be on guard. I have nothing against the homeless. Its those on drugs that are a concern. I stayed a month for work in this hotel. My first week was like out of a cops episode. Coming in at night with a helicopter shining a light on you and 5 police cruisers in the lot asking me if I heard gunshots? This is not a pleasant experience. 😱😱 Then 2 days later a woman coming out of the hotel passed out in front of my car face full of blood. Front desk person said it was herion , then 2 days later another over dose in the communities nice patio. Also there are wild boars in the area. If your leaving the room take your important belongings. They don't have a safe in the room and the housekeepers may come in if your don't have the DND tag. Witnessed 2 of them at night coming from the patio area. Looking for food most likely. Park where it is very well lighted. I did not dare ask for a refund as the Sales Director Erica M ( 6/9/2023/so she said that is who she ) had presented herself in such a disrespectful way because I asked for a first floor due to an injury( no elevators) she told me she would not guarantee it, 50% occupancy, and in a not so nice tone told me to cancel and go elsewhere 1 day before arriving???. I would of cancelled, but she indicated she would not void the cancellation penalty?? She further told my 3rd party booking agency that the conversation was getting old!! My booking agent was on stand by just in case I needed emergency accommodations when I arrived at the hotel. All I have to say is WOW!! If this is a Sales Director?? Taking reservations???Can I say "customer service and sales training". I stuck it out!! I also wanted to note that when I check d in at 4pm on 6/11/2023?the front desk agent was already smirking when looking at my reservation details like there was a flag or note, but I pushed through it and provided the best customer service I could present as a guest. What kept me here was pure perseverance and your not getting the best of me. I was not going to lose the cancellation penalty last minute and as a solo business traveler.They fail to recognize that I’m very aware who the board of trustees are. That’s my business to know in my line of work. Maybe the hotel should consider a security check at night and raise prices to keep out the riff raffs. I don't want the standard response from the hotel manager/owner( so they say?) I don't have faith in those responses. I review properties and staff for a living. That is why I travel so much. I could add photos but I won't embarrass the hotel in...