SureStay by Best Western Twin Falls — Hotel in Twin Falls

This hotel was suggested to me by a friend/employee who works for another Best Western location 🙂👍🏼 ...unfortunately I will not be passing on a recommendation 👎🏼👎🏼

After a long day of driving across several states we arrived at the hotel and were ready to rest and get some sleep. As I pull the blankets back on one of the beds I noticed some hair 🤔🧐...I thought it could have fallen off the housekeeper, however, as I pulled the blankets back further more evidence that the sheets were never changed revealed itself😧there was food crumbs and more hair😱...disgusting to say the least🤭🤮. The sheets also had stains, which appear to be blood or food stains 😵

I promptly went to the front desk ladies and kindly let them know that it appeared the sheets hadn’t been changed..they both just stared at me 😐, (apparently they couldn’t be bothered with this nonsense of dirty sheets 🙄) finally the first one turned to the other seemingly because she had no idea how to help me?? 🤔 The second lady finally spoke up defensively and rambled on this one-sided conversation, “We don’t have anyone to change them for you, I can give YOU sheets for you to change them yourself?? 🤷🏻‍♀️You can speak with my manager in the morning. I can give you sheets for you to change them yourself, we don’t have anyone to change them for you??” At this time she must have needed to take a breath before she passed out from the exhaustion of terrible customer service she was delivering because I was finally able to reply with, “yes please, I just want clean sheets.”

I understand that this isn’t a 5 star hotel and I was perfectly happy changing the sheets myself, I just wanted clean sheets and to be treated with some basic customer service. There was no apology, just defensive attitude.

I’ll add that the TV also stopped working🤦🏻‍♀️, the coffee pot in the room brewed 2.5 Tablespoons of coffee👎🏼, the disposable coffee cups were thick with dust 🚫, and the air conditioner stopped working in the middle of the night 🔥 Considering the “fantastic” 🙄😑 first impression of customer service I decided it wasn’t worth my time speaking with anyone.

In all honesty, I’d prefer to stay at the motel where I had ants crawling out of my pants, over this place.

The only thing I liked about the hotel was the waffle batter dispenser. And the fact that I only had to...

Our stay at this SureStay property was extremely disappointing. The room took the entire night to cool down, and we were unable to sleep until the early morning hours. As a result, we requested a noon checkout — a benefit available to Platinum members — but were told by the front desk (name withheld, identified as the General Manager) that due to being short-staffed, only a 30-minute extension could be granted.

While we understand staffing limitations, the attitude at the front desk was unnecessarily dismissive. When I called again from the room to ask where I could submit a formal complaint, the response was: “I don’t know, I’m the General Manager. You can take my card from the desk.” This lack of professionalism and unwillingness to assist is unacceptable.

Based on this experience, I will not return and will avoid all SureStay properties in the future.

Update: The General Manager has now responded publicly to my review and accused me of “throwing a tantrum.” Not once is there any mention of the central issue — that the room took the entire night to cool down, making it impossible to sleep until early morning. Nor is there any reflection on their own dismissive and unprofessional behavior. Note: other front desk staff and housekeeping stff were very cordial !

Instead of addressing a paying guest’s valid concern, the response is defensive and condescending. It is deeply troubling to see a hospitality professional deflect responsibility and resort to personal attacks.

To be clear, I am not “threatening” to file a complaint — I will be filing one. That is my right as a customer who paid to stay at this property. I will be raising this with corporate and, if needed, with relevant state and federal agencies.

Several other guests have also raised concerns about this individual’s rude and unprofessional conduct. If you take the time to comb through the Google reviews, the pattern becomes...

I don't really want to leave a bad review of this hotel because the staff was relatively friendly BUT... when I first arrived at 2 pm an hour before check-in, the young front desk lady told me that there's a $20 early check-in fee. I was a little irritated but I get it. It just seemed a little petty. So I waited in my car a little bit and decided to just do my work in the car. I asked the front desk young lady for the WI-FI password. It was about 20 minutes before I was going to check in. She told me that the password was for guests only. Again, irritated but still I get it a little bit. Still it was petty. At 3, I checked in. The staff was friendly. My room was ok ish until I went to take a shower. No shower curtains. The water made a very loud and alarm sound. The shower was terrible. I think when you're paying a decent amount of money, you should be able to shower & have adaptable staff. The little things added up. The beds were not very comfortable but i could have let that go. Things just started adding up. Maybe it was that the young lady was inexperienced. I believe a little adaptability would have helped me a lot after traveling and feeling exhausted. Again, for the costs of the stay, I am not impressed.

Update: when I mentioned that there was no shower curtain, the same young lady responded confrontationally. This young lady was a very inexperienced customer service focused staff member. She escalated and reacted quickly to things that could have easily been handled with a little patience...