SureStay by Best Western Sacramento South Natomas — Hotel in West Sacramento

I wish I could give zero stars but alas, here we are. PLEASE BE ADVISED THAT THIS PLACE PUTS A 150 USD DEPOSIT ON YOUR CREDIT/DEBIT CARD (OR YOU NEED TO PROVIDE 200 USD IN CASH)! That was brand new and for the quality of experience we had? NOT AT ALL WORTH IT. What's super confusing is that my bestie and I stayed here for one night in the summer of 2023 and had a very pleasant experience. We walked in, a lovely young woman was at the desk and checked us in with no problem, and our room for the night was absolutely adequate and clean. So tell me why this year when we showed up, we walked into an empty lobby. And when I say empty, I mean NOBODY behind the desk. We waited about 5 minutes and then tried calling. We heard the phone ringing behind the desk but nobody ever appeared to answer it, nor did the calls get forwarded which would be something that I assume someone would do if they had to go away from the desk for more than a few minutes. Weirdly there was a printed out sign BEHIND the desk that was a notice of the desk person having to not be there, so why it hadn't been put on display was confusing since it has to be a situation that occurs enough that they made a sign for it. After about 10 minutes, a guest came out of the elevator and we informed him that nobody was around nor answering the phones. About 5 minutes later, some guy did appear behind the desk and immediately was helping the other guest with a card issue. My bestie went to go check in when they were done and this person, with one ear bud in, offered no apologies or explanations of any kind. We were given a room on the 3rd floor. When we walked it, it REEKED OF SMOKE / WEED which was odd since the hotel purports to be smoke free. Bestie immediately called to tell the front desk about it since we didn't want to get charged for that. The carpet was filthy/gross. There was almost zero water pressure from the sink in the bathroom. The linens on the bed looked clean enough. I slept on top of them. If you don't have to stay here,...

SureStay by Best Western Sacramento South Natomas

2654 El Centro Rd, Sacramento, CA

Hessie name of the lady at desk, who was black...

Terrible customer service

Not knowledgeable at all

Dismissive about everything, every question every thought... she said it doesn't matter that you are a member, we Year everyone the same...

Argumentative about everything

Totally changed attitude when my black wife arrived to show id and give credit card... my wife is black and I am white...

The attitude and negative interaction was clearly racially motivated, as the entire feeling changed when my spouse arrived. I told my wife the lady said we didn't pay online and there was a deposit, All of a sudden Hessie said very loud "I'm never RUDE to anyone" isaid"that's not what i told her" and from that moment on, Hessie was in a hurry to help.

We went to the room and took a video of the unkempt and damaged room...

About 30 minutes later I went out to my car, Jessie stopped me and said I forgot to give you your welcome bag for being a member

We took another video upon checkout to protect us...

Disappointed to say the least

Couldn't really sleep due temperature being unable to stay correct, noise, lightening, stained bedding, upstairs pounding on floor all night...

Hessie is a terrible employee to have with customers...

Hotel is in need of repair all over

Even the breakfast was the worst, nasty orange juice, like it was leftovers and not cleaned, we did NOT EAT it...

I mean try to get it better, it's a best...

It's a nice enough Hotel reasonable lodging prices. However the reason for the three stars is twofold. First of all the shower hardly comes out of the shower head very difficult to take a shower. Secondly and foremost they will take $150 deposit on your card which a lot of places do however nowhere on their website especially on the Best Western website nowhere at the front desk is a sign posted about this deposit charge and nowhere when you check out is it noted about this deposit charge. If I had known about this deposit charge I would not have chosen this hotel. I am a Best Western diamond select member and I stay quite frequently with Best Western. However I make it a practice not to stay at hotels that do not give you full disclosure of the fees they charge. Before anybody says anything yes I do realize the $150 is simply a deposit charge in case you damaged the room. However how they justify charging a deposit that is more than two times the amount of the cost of the stay is beyond me. Yes I know you will eventually get that deposit back but for the time being while the deposit is on your card you are denied use of those funds. This is not a Best Western corporate policy it is an individual Hotel policy and it is wrong when they do not...