SureStay Plus by Best Western St Marys Cumberland — Hotel in St. Marys

This hotel was not helpful in refunding a payment that was made in error even when the error was caught within a 20-minute time frame!! We were on a family vacation and needed to stay somewhere for the night before resuming our travels the next morning. It was late and we decided to do a last-minute booking using booking.com (which I have used many times) to try to get a cheaper rate. Upon arrival at the Sure Stay hotel (within 20 minutes after paying), we realized that we were actually at a different Sure Stay hotel than we paid for just minutes before, once we tried to check in. At this time it was after midnight and we had to call booking.com to see if we could cancel our reservation at this Sure Stay hotel and book at the Sure Stay hotel we were currently at. A request was sent to the company for a refund and we had to go ahead and book at the Sure Stay Hotel we were at. I received an email about the cancellation request and I contacted the hotel personally about the issue and explained our situation. The lady I spoke with was not empathetic of our situation at all even though we tried to correct the error within 20 minutes after we reserved our room and realized the error. She informed me that they were individually owned and made their own decisions. She would not refund our money even after the situation was explained to her and listed us as a no-show! WARNING...be careful if you need to change plans booking through them cause they won't care about your situation but they will take YOUR MONEY! Have a...

My husband and I have always loved this hotel. We always stay here on our way to Florida. We have always stayed at Best Western around the United States and have never had a problem. We were in the downstairs room and we’re awoken by loud banging in the floor upstairs and welding outside our door. When we went to complain to Jaime she told us that it “had to be done.” When asked if we could change rooms she refused. We also asked for district manager number she again refused to give us the information. We went back up with video so they could see how loud it was and met Melissa the badge said district manager. Again, we complained and she told us 9 am is an acceptable hour to replace the floor. I wasn’t aware that best western gave an acceptable time when we could and couldn’t wake up. She refused to give us our money back for previous night but did give our money back for the next night. I think the worst part was when we complained Melissa turned it around and acted like we were the problem. We paid good money for that room and I don’t believe it’s unrealistic to ask for a quiet room. We’ve been at that hotel a lot of times and never been a problem. This is disheartening. The housekeeping and maintenance staff is awesome and with exception of Melissa and Jaime have always gotten great service. We are now looking for another hotel and I just can’t bring myself to go back to a best western. It was truly loud and we had a legitimate complaint. ...

Saint Mary's, Georgia, where I and my now deceased parent's once lived, in the early- late 1950's, is not a friendly town!! The Manager of this hotel was very rude to me yesterday morning, when, through NO Fault of my own, I , in essence, pleaded with her, to reduce the price of another "stay-period", since I was nearing the end of my current stay at this hotel.Instead of "heart", or , if I could possibly use the word, "Compassion"; I got a very stern, steely-eyed" Look ", and a very uncalled for, rude comment. After this General Manager's rude, " in your face " comment, I immediately left the front desk, and returned to my hotel room. I found a better hotel deal online, locally, and a much nicer Manager( from recent past experience ).Also, at this hotel, the very first Tub- Shower I took; I found the water in the bathtub was NOT draining out of the tub!! So, my first shower, saw the tub filling with water and soap, etc.., as I showered! Also, the toilet was defective, by my 3rd day, and I had to call for maintenance to fix something in the toilet tank! Maintenance was good, though, for both the draining problem, with the Tub, and the Toilet. He is Hispanic, and was Much more pleasant than his boss( The Hotel Manager ). As far as Housekeeping went; I didn't have a visit from them, until I was at this hotel 4 day's! So, unless you are desperate for a room, I would not advise anyone booking this hotel, after my...