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Reviews of Surestay Plus By Best Western Orlando Lake Buena Vista

2.5 out of 5
Surestay Plus By Best Western Orlando Lake Buena Vista
8200 Palm Pkwy, Orlando, FL

Reviews

7.0

Good

Rating 10 - Excellent. 289 out of 892 reviews" "
Rating 8 - Good. 192 out of 892 reviews" "
Rating 6 - Okay. 150 out of 892 reviews" "
Rating 4 - Poor. 112 out of 892 reviews" "
Rating 2 - Terrible. 149 out of 892 reviews" "

7.0/10

Cleanliness

7.8/10

Staff & service

6.8/10

Amenities

6.4/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

2/10 Terrible

Steven

Stayed 3 nights in May 2024
Response from FS on 21 May 2024
We're sorry you were unhappy - we'll work hard to fix the issue you experienced. Thanks for letting us know.

2/10 Terrible

Chantell

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It was awful. The pool was disgusting and green and they said they’re doing renovations, but it was a dirty property.
Stayed 2 nights in Mar 2024
Response from D/S on 21 May 2024
We're sorry you were unhappy - we'll work hard to fix the issue you experienced. Thanks for letting us know.

4/10 Poor

Velmor, Hinchinbrook

Travelled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
Had a poor experience staying at this property. The dust and paint smell floating around the entire property made staying inside our room very uncomfortable. The pool was also out of service as it would have been a great reprieve from the heat outdoors. Housekeeping staff was also very poor. Had one of our towels removed from our room after the first night (had to request a new one from front desk). We also did not receive a refresh of shampoo/conditioner when requested on our 3rd day. Location is nice and quiet. There is a very good mall 10min walk away with a lot of dining options. Try V Pizza for great food and attentive service as we returned to it regularly.
Stayed 4 nights in May 2024
Response from CV on 15 May 2024
We sincerely apologize for the inconveniences during your stay. We'll work hard to fix the issue you experienced.

6/10 Okay

Laura

Travelled with family
Liked: Amenities
Disliked: Cleanliness, property conditions & facilities
Stayed 5 nights in May 2024
Response from CV on 15 May 2024
Thanks for staying with us, We appreciate your feedback!

4/10 Poor

Jackie

Travelled with family
Disliked: Property conditions & facilities
Under renovation and pool is closed. Not very cleanly bathroom. Beds were clean no bed bugs. Ok for the night but could’ve been cheaper. Heard drilling at 10:15am…
Stayed 1 night in May 2024
Response from CV on 12 May 2024
Thanks for staying with us, we'll work hard to fix the issue you experienced. Thanks for letting us know. We appreciate your feedback!

4/10 Poor

Paul

Business traveller
Disliked: Amenities
No one told me that there was an issue with this being under construction. First thing I asked was if the pool was open they said no and then I had to check in three times. The lady was nice at the front desk but unfortunately the property is tired.
Stayed 1 night in May 2024
Response from cv on 9 May 2024
Thanks for staying with us, we'll work hard to fix the issue you experienced. Thanks for letting us know. We appreciate your feedback!

10/10 Excellent

wendee

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was a great pick for our Orlando vacation. The room is so nice for the price. Breakfast was ok, not great protein options but it fed us all and got us to lunch. I love having a kitchen when I travel and there were dishes to plate my entrees. The pool was closed but we were so busy it wasn’t too bad.
Stayed 5 nights in Apr 2024
Response from Front Desk on 7 May 2024
Dear Wendee, We appreciate your kind words and we hope we can host you again in the future. Thank you againWe wish you the best

6/10 Okay

Rahim

Travelled with partner
Disliked: Cleanliness, amenities
Smell, condition of property
Stayed 1 night in Apr 2024
Response from CV on 4 May 2024
We sincerely apologize for the inconveniences during your stay. We'll work hard to fix the issue you experienced.

10/10 Excellent

jose

Travelled with family
Liked: Cleanliness, staff & service, amenities
I like this hotel for the price and location. It's no far from many Disney attractions ( by car). The breakfast was included and has de necessary food for almost everybody.
Stayed 3 nights in Apr 2024
Response from CV on 4 May 2024
We greatly appreciate your kind words and are delighted to hear that you enjoyed your stay at our hotel. Thanks for staying with us, we'll work hard to fix the issue you experienced. Thanks for letting us know. We appreciate your feedback!

2/10 Terrible

Cynthia

Travelled with family and small children
Disliked: Staff & service, amenities, property conditions & facilities
To begin with, they called me the day I was checking in to tell me that they didn’t have the room I booked available and they had to accommodate my party in a different way. The toilets had no pressure, got clogged the same day as check in, do not have simple plungers on hand, made us wait 15 minutes to have us walk down there and check if they had a plunger( my husband fixed it himself). After being out from 830am to 1230am (all day), we come back to find out room door left open, housekeeping left it open because our trash bag was changed. And the day of checkout, I realized they stole my perfume. I’ve been trying to get a call back from the manager and he doesn’t not return my calls after he claims he needs to investigate. WORSE MANAGEMENT AND HOUSEKEEPING STAFF
Stayed 2 nights in Apr 2024
Response from CV on 4 May 2024
We're sorry you were unhappy - we'll work hard to fix the issue you experienced. Thanks for letting us know.

6/10 Okay

Mark

Travelled with family
Liked: Cleanliness, staff & service
Decent place to stay except there was no blankets on the bed so we had to go ask for them. There was also no hot water for a shower. Barely even warm. Jesus at the front desk was very professional and friendly
Stayed 1 night in Apr 2024
Response from D/S on 30 Apr 2024
We sincerely apologize for the inconveniences during your stay. We'll work hard to fix the issue you experienced. Thanks for let us know Jesus did a great job.

10/10 Excellent

Rafael

Liked: Cleanliness, staff & service, property conditions & facilities
Location
Stayed 5 nights in Apr 2024
Response from D/S on 30 Apr 2024
Thanks for staying with us, We appreciate your feedback!

6/10 Okay

CHRISTOPHER, Buckley

Stayed 1 night in Apr 2024
Response from CV on 20 May 2024
Thanks for staying with us, We appreciate your feedback!

2/10 Terrible

Lladira

Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from D/S on 1 May 2024
We are disappointed to learn that your experience did not meet your expectations. Please accept our sincerest apologies.

8/10 Good

ANNA GABRIELA JUDITH

Liked: Staff & service, amenities, property conditions & facilities
Everything was great just the smell in the room was very uncomfortable, the bathroom smelled like it was used and wasn’t cleaned for a long time (it had this strong pee smell permanently) everything else was perfect, third stay in this hotel
Stayed 7 nights in Apr 2024
Response from D/S on 28 Apr 2024
We are sincerely sorry to hear about the issues you encountered during your stay. Your feedback is important to us, and we would like to address these concerns directly.

6/10 Okay

Christopher

Stayed 1 night in Feb 2024
Response from CV on 17 May 2024
Thanks for staying with us, We appreciate your feedback!

4/10 Poor

Christopher

Stayed 1 night in Mar 2024
Response from CV on 17 May 2024
Thanks for staying with us, We appreciate your feedback!

2/10 Terrible

Christopher

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Have stay at this hotel before but this is our last time. Both queen beds were loaded with bed bugs. we checked in late around 11p. after driving over to enjoy hollywood studios. Got our two boys down to see than wife fall asleep around 12am. shortly after she fell asleep she woke up screaming covered in bed bugs. They were all over our blankets, pillows, any bags that were on or nears the beds. Extremely upset, had to wake up our two autistic boys ages 4 and 2 and drive 2 hours back to spring hill in the middle of the night.
Stayed 1 night in Apr 2024
Response from CV on 28 Apr 2024
We sincerely apologize for the inconveniences during your stay. We'll work hard to fix the issue you experienced.

2/10 Terrible

Cynthia

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Property has bedbugs and smells horrible carpets are always soaked and bed sheets all dirty and the bed had pee stains all over very nasty do not stay in this place
Stayed 4 nights in Apr 2024
Response from FrontDesk SurestayPlusBWLBV on 27 Apr 2024
Thanks for staying with us, we'll work hard to fix the issue you experienced. Thanks for letting us know. We appreciate your feedback!

4/10 Poor

chiraly

Travelled with pets
The building is quite old and in need of an upgrade. I had paid for a room with a kitchen, microwave, and a toaster. However, they gave me a room that did not have any of those facilities. When I went to the front desk to complain, they changed my room. However, the floor in the new room was wet and dirty. Moreover, the bed was sinking and very uncomfortable to sleep on. As a result, I ended up with back pain from sleeping on the bed.
Stayed 2 nights in Apr 2024
Response from CV on 27 Apr 2024
We're sorry you were unhappy - we'll work hard to fix the issue you experienced. Thanks for letting us know.

10/10 Excellent

Kayla

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from D/S on 24 Apr 2024
Thanks for staying with us, We appreciate your feedback!

10/10 Excellent

Alyssa, Davenport

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really enjoyed staying here even throughout the property being renovated. Mr. Jesus was amazing!! He was very helpful and attentive. He made me and my family's stay great! I will definitely be staying here again!
Stayed 1 night in Apr 2024
Response from D/S on 22 Apr 2024
We appreciate your feedback and are delighted to know you enjoyed your stay with us. Thanks for let us know the great job from Jesus. We hope to see you back again soon

8/10 Good

Shaun, Toronto

Travelled with family
Liked: Cleanliness, staff & service
Quite possibly the best service I've had at a hotel in a long time. All staff we encountered were extra friendly. Looking forward to seeing what the property looks like after renos since it's in fairly rough shape at the moment in halls and rooms (we were warned at booking so no issues)
Stayed 2 nights in Apr 2024
Response from FrontDesk SurestayPlusBWLBV on 22 Apr 2024
We appreciate your feedback and are delighted to know you enjoyed your stay with us. We hope to see you back again soon!

6/10 Okay

Raymond

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from FrontDesk SurestayPlusBWLBV on 21 Apr 2024
Thanks for staying with us, We appreciate your feedback!

10/10 Excellent

Nicholas

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 2 nights in Apr 2024
Response from FrontDesk SurestayPlusBWLBV on 20 Apr 2024
We appreciate your feedback and are delighted to know you enjoyed your stay with us. We hope to see you back again soon.

10/10 Excellent

Martha

Stayed 1 night in Apr 2024
Response from CV on 21 Apr 2024
Thanks for staying with us, We appreciate your feedback!

10/10 Excellent

Charles

Spacious and quiet.
Stayed 1 night in Apr 2024
Response from CV on 20 Apr 2024
Thanks for staying with us, We appreciate your feedback!

2/10 Terrible

Cherie

Disliked: Cleanliness
Stayed 1 night in Apr 2024
Response from D/S on 20 Apr 2024
We sincerely apologize for the inconveniences during your stay. We'll work hard to fix the issue you experienced.

6/10 Okay

Katherine

Disliked: Cleanliness
Stayed 3 nights in Apr 2024
Response from FrontDesk SurestayPlusBWLBV on 19 Apr 2024
Thanks for staying with us, We appreciate your feedback!

8/10 Good

Gustavo, Sunrise

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
For a hotel that is currently under renovation, really enjoyed the stay
Stayed 1 night in Apr 2024
Response from CV on 16 Apr 2024
We appreciate your feedback and are delighted to know you enjoyed your stay with us. We hope to see you back again soon

8/10 Good

Carol

Travelled with family
Liked: Staff & service
I have stayed here plenty of times I know what to expect. My disappointment was that in the room in the bathroom cigarette smoke was evident which is why the fan was on when we entered the room and the air conditioning system is super loud in the bedroom that woke us up every time it would click on and off.
Stayed 2 nights in Apr 2024
Response from SureStayPlus, Lake Buena Vista on 14 Apr 2024
We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced. We are currently undergoing renovations, and appreciate all the feedback we get and we'll work to ensure this doesn't happen again. Thanks for letting us know.Thank you for staying with us, we hope to see you back again soon!

4/10 Poor

Scott

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The property was going through a complete remodel. The room we stayed in was not updated yet. The furniture was very old. The bed frame stuck out and could easily be tripped on.
Stayed 2 nights in Mar 2024
Response from CV on 9 Apr 2024
We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced

10/10 Excellent

Eric

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I would highly recommend this place. Especially if you're traveling with kids. Very family-friendly location.
Stayed 2 nights in Apr 2024
Response from JP - FrontDesk SurestayPlusBWLBV on 5 Apr 2024
Thanks for staying with us, We appreciate your feedback!

2/10 Terrible

Angela

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I understand that there are renovations going on however the room that I was in the security lock was broken and could not be used. Both time that I was in the shower (once in the afternoon and once at 7 am) someone came into my room. The first time was mid day and it was a man (I am not). When I called the desk they sent someone to the room who said he was there for a light cleaning but it make no sense to me if you came into a room as a hotel employee and someone was in the shower why would you stay. When I asked what he was doing he just said "it's ok" which clearly it was not. The second time I can only imagine that whoever came into the room did not expect to see my husband as he had just joined me the night before as they came into the room (neither my husband or daughter heard them open the door), turned on the light and then left (they heard the door close this time). When we called the desk they said that were no members of housekeeping in the building nor anyone that would have a key to access the room. They did not think that we should be concerned but I find it odd that in the 4 days I was there (I was working from the room the entire time) that only the 2 times I was in the shower someone came in the room.
Stayed 3 nights in Apr 2024
Response from JP - FrontDesk SurestayPlusBWLBV on 5 Apr 2024
We sincerely apologize for the inconveniences during your stay. We'll work hard to fix the issue you experienced.

10/10 Excellent

Lisandra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from D/S on 6 Apr 2024
Thanks for staying with us, We appreciate your feedback!

4/10 Poor

Eric

Disliked: Cleanliness, amenities
I was very disappointed with the antiquity of the room. Well, they are remodeling the hotel and hotel rooms. The does not excuse that the couch in the living room room part of the suite was filthy didn’t even or couldn’t sit on it. As well as the refrigerator had this funky smell inside of it was afraid to leave Food in it. When I first checked in the air-conditioning was so loud, I opened this closet in the room was full of an old old air conditioning apparatus at first it sounded like a washing machine dryer running nonstop. I had to turn it off at night so I could sleep when I went downstairs to ask if I could change rooms they said they all sound like that. While it’s a suites hotel, I thought that would be better room service. I had to ask for new towels when they came one day and emptied all the trash and took used towels didn’t fully replace. So as mentioned I had to ask for them. Room was never made up which I guess it’s my fault for booking as suites hotel.
Stayed 5 nights in Mar 2024
Response from FrontDesk SurestayPlusBWLBV on 5 Apr 2024
We're sorry you were unhappy. We'll work hard to fix the issue you experienced. Thanks for letting us know.

4/10 Poor

zain

Business traveller, Travelled with partner
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Sus
Stayed 1 night in Mar 2024
Response from CV on 4 Apr 2024
Thanks for staying with us, We appreciate your feedback!

10/10 Excellent

Lu

Liked: Cleanliness, staff & service, property conditions & facilities
very good
Stayed 2 nights in Mar 2024
Response from CV on 2 Apr 2024
We appreciate your feedback and are delighted to know you enjoyed your stay with us. We hope to see you back again soon

6/10 Okay

Oscar

Travelled with family and small children
Disliked: Staff & service, amenities, property conditions & facilities
My family stayed here for 8 days. In that time only 2 times they came to service the room. Ibhad to go ask for toilet paper, towels, and just regular service of the the room. After all that thay just went 2 and just gave me 1 roll of toilet paper for 7 of us with 2 bathrooms. Their answer" we can't find anymore" so we had to purchase some. Things broken throughtout the room and bathrooms very dirty. Had to clean them before my kids could use them (3 girls). Outside looks good but the inside under construction, pool has no water.
Stayed 7 nights in Mar 2024
Response from CV on 31 Mar 2024
We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced. We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced.

2/10 Terrible

adriana

Travelled with family
Disliked: Amenities
One of the suites bed had a huge dent in the middle , making it impossible to sleep. We told the front desk about it but nothing was done.
Stayed 4 nights in Mar 2024
Response from D/S on 30 Mar 2024
We're sorry you were unhappy - we'll work hard to fix the issue you experienced. Thanks for letting us know.

10/10 Excellent

Srinivas

Business traveller
Liked: Amenities, property conditions & facilities
Good one
Stayed 4 nights in Mar 2024
Response from CV on 30 Mar 2024
Thanks for staying with us, We appreciate your feedback!

2/10 Terrible

Julieth

Disliked: Property conditions & facilities
Stayed 2 nights in Mar 2024
Response from CV on 30 Mar 2024
Thanks for staying with us, We appreciate your feedback

2/10 Terrible

Anthony

Stayed 2 nights in Mar 2024
Response from D/S on 18 Apr 2024
We're sorry you were unhappy - we'll work hard to fix the issue you experienced. Thanks for letting us know.

10/10 Excellent

Humberto

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 1 night in Mar 2024
Response from CV on 9 May 2024
Thanks for staying with us, We appreciate your feedback!

8/10 Good

Toktargul, Malden

Disliked: Cleanliness
Breakfast was very good, but cleanliness was awful , toilet was stinky and no one cleaned in 4 days stay
Stayed 4 nights in Mar 2024
Response from CV on 28 Mar 2024
We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced.

4/10 Poor

Cassandra

Travelled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
The first room we were assigned had fleas in the bed. There was coffee spill that wasn’t cleaned up in the main hallway that my friend slipped on. When we complained about the bugs, they did give us a new room, but continued to tell me that the bugs came in from outside since we were on the first level. I explained that there was over 15 bugs on the bed around the pillows and base which is how I know it wasn’t from outside. When we first walked in, there was a construction worker (cause the entire hotel is under construction and dusty) harassing the concierge for a bandaid and ointment cause he.burnt his hand under the hot water machine. He was aggressive and scary. It made us feel very unsafe.
Stayed 1 night in Mar 2024
Response from CV on 28 Mar 2024
We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced. We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced.

4/10 Poor

Daniel, Miami

Disliked: Cleanliness, staff & service, property conditions & facilities
Rooms were old , hallways smelled like Marijuana and the hotel was under construction would never go there again.
Stayed 2 nights in Mar 2024
Response from CV on 26 Mar 2024
Thanks for letting us know. We appreciate your feedback. Thank you for your feedback. We're sorry to hear that you had a negative experience. We want to assure you that we take all feedback seriously and are constantly working to improve our service.

2/10 Terrible

Lefone

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No good
Stayed 6 nights in Mar 2024
Response from CV on 28 Mar 2024
We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced.

4/10 Poor

raymond

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Arrived at the property was notified the pool was close will open in a few months do to renovation. One of the manager offered $27.00 to compensate. The hotel is under renovation. The room shower curtain rod was falling, coffee pot broken. Too shop was nearby. Will not come back
Stayed 4 nights in Mar 2024
Response from CV on 26 Mar 2024
Thanks for letting us know. We appreciate your feedback. Thank you for your feedback. We're sorry to hear that you had a negative experience. We want to assure you that we take all feedback seriously and are constantly working to improve our service.

4/10 Poor

Vedeline

Disliked: Cleanliness, property conditions & facilities
There going through renovations, so it was really dirty around. Wish that some of the stuff in the room were up-to-date.
Stayed 2 nights in Mar 2024
Response from D/S on 25 Mar 2024
We sincerely apologize for the inconveniences during your stay. we'll work hard to fix the issue you experienced.