SureStay Plus by Best Western Roanoke Rapids I 95 — Hotel in Roanoke Rapids

Absolutely worst customer service I have ever experienced at any hotel or business in my life. Was only there two nights literally just to sleep because I was visiting my grandma and family in the area. Started off on our first night after arriving at 1:15 am due to 6 our travel after working, two rooms for 5 of us traveling there were only 4 towels between both adjoining rooms. Breakfast was ok nothing great though. On our second night around 11:30 after being gone all day for 10 hours or more we come to our room to hopefully get some rest. Again only four towels so my son in law had to ask for more. The lady at the desk had an attitude about getting the towels. Around 12 am our toilet starting not flushing like it should it was backing up. My boyfriend went to front desk asked for a plunger and the rude lady gave him one. After he himself tried to fix toilet, it was flushed to check it and it started flooding the bathroom and running into the hall he ran to get the lady and she flipped out asking what we did to it and said that she couldn’t do anything about it. She said no maintenance was there at that time and no manager. Only her and she was mad at us and acting like it wasn’t her problem. We asked for towels to clean up water and when the toilet had stopped. And we also turned off water to toilet ourselves. She said she didn’t know if she had any towels. She gave us like 8 pool towels well I say gave she tossed them into the flooded tile entrance of our room and we had to clean it up. Toilet water on our shoes etc. She said her rooms were full and she had nowhere to move us. She didn’t even come in and clean up anything. No mop or anything. Luckily we had adjoining rooms. So we could use the other bathroom if we needed. But WE PAID for two functioning rooms. The lady had no name tag and wouldn’t tell us her name. She was the worst employee of any business I have ever dealt with. Unbelievably rude and disrespectful. She doesn’t deserve to be in the customer service field at any job especially a hotel. This morning a much nicer lady was at desk. She apologized for our experience over and over but that’s bout it. When we left room still had pieces toilet paper all over bathroom and in hall and wet carpet. We had to use the lobby bathroom some due to a party of 5 trying to share one and getting ready to leave before check out. I have called the 800 customer service and they contacted manager. I’m supposed to be contacted in 2-5 days by manager. Hopefully we will be compensated for our terrible experience. This was too much too just let go after the unprofessional way this situation...

I stayed here 10-11-18. One night stay. I am a platinum rewards member. I stayed in a pet friendly room, With myself and one dog. I paid $138.00 for this experience. I arrived about 7 p.m. got to my room, and walked past a hotel employee talking with another room on my hallway, about the air freshener/cologne masking the entire floor to cover up the obvious drug use. For the next three hours, even after two separate calls to the front desk from myself, I got to listen to the several rooms surrounding me (which were clearly part of a larger group who all knew each other, huge bus outside in parking lot) were yelling back and forth to one another. Groups of 5+ in hotel hallway constantly screaming and arguing. Underage teens, yelling about drinking bottles of liquor. And smoking marijuana, slamming room doors every ten seconds. Even though I was told during both phone calls to the front desk about the noise, that someone would be walking down to get it under control. This never happened. Either time. I had a towel shoved under the door trying to muffle the noise. Oh yeah, remember how I have my pet? The entire night my dog was frantic because of the people trying to yell over one another, all underage teens yelling about taking more shots. And smoking weed in a non smoking facility. Shame on this hotel staff, and whoever the chaperones for that group where. To whatever group/school/organization that paid for the teens hotel stay on 10/11/18 at best western Roanoke rapids hotel, this was what your efforts got you. Worst experience ever. Clearly the hotel cared more for that groups payment than my $138.00 "stay" even as a loyal rewards member. Shame on management and every employee on staff that evening. Willingly passive to underage teens unsupervised drinking liquor and smoking marijuana inside( remember when I was first walking to my room... Others being spoken to about the obvious drug use inside smelling, others complaining. Shame shame shame.

Also, to the owner. So you can check the validity of this. I was in room 143, I used to phone to push 0 for front desk both phone calls I made. I hope you can check those records to see your...

**Response to management Maddy thank you for responding. Tickets at work has been trying to get to a resolve in this matter, I am waiting for a refund and they keep telling me that they are waiting for you respond to them. I have showed them proof that your desk services team have provided me a receipt of what I am due back (still waiting) but due to the harsh conditions of the room and the upsetting experience I want a full refund. Please respond to them as promptly as you can, because I am waiting for my refund. It has been over a week and I don’t want to wait any longer. Thank you

Purchased the room at the hotel from tickets at work, where you rooms and other travel arrangements at a discounted price. Went online searched for hotels and this one kept coming up. From the pictures and price for the Fourth of July holiday weekend I was drawn to it. Upon entering the hotel you can smell the disgust that was about to send me back out the door. Proceeded to check in got room keys, walked down the corridor to the room I was given and the mold and mildew smell was horrible. I was praying it wasn’t like that inside the rooms, but if it’s in the hallway rest assured that it was in the room as well. I entered the room and was blown out the door due to the smell. The paint on the walls appeared to be chipped off dust, mold, spider webs anything that you can think of was wrong with the room. It was very late and my husband and I was very tired so we opted for another room. Only to get in there and it was the same thing but the smell was worse than the first room. We knew that as soon as the sun came up we would be out the door. The pictures don’t match the actual rooms at all. All night long we were knocking bugs out of the bed (no bed bugs) spiders, other small insects. Even the rags and towels that were in the room was dirty. Moving along this is not the place to stay if you are traveling. Waiting...