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Reviews of SureStay Hotel by Best Western Sonora

2.5 out of 5
SureStay Hotel by Best Western Sonora
270 Highway 277 N, Sonora, TX

Reviews

7.4

Good

Rating 10 - Excellent. 182 out of 677 reviews" "
Rating 8 - Good. 237 out of 677 reviews" "
Rating 6 - Okay. 122 out of 677 reviews" "
Rating 4 - Poor. 80 out of 677 reviews" "
Rating 2 - Terrible. 56 out of 677 reviews" "

7.4/10

Cleanliness

7.8/10

Staff & service

6.6/10

Amenities

7.2/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

4/10 Poor

Michelle

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The bathroom had mold across the ceiling and the wall had throw-up that was partially cleaned. The drapes were ripped and the floor was sticky. We only stayed because we needed a few hours of sleep on our road trip.
Stayed 1 night in May 2024
Response from Dolores on 12 May 2024
Dear Miss, I would like to apologize for the inconvenience caused to you and will definitely look into this please accept our sincere apology. We hear at SureStay insure that we will do our best to fix the situation.

10/10 Excellent

Raymond

Travelled with partner
Liked: Staff & service, property conditions & facilities
The road was under construction . It was hard to reach the property .
Stayed 1 night in Apr 2024
Response from Dolores on 28 Apr 2024
Dear Sir. We are sorry about you not being able to reach our property during the construction and hope in the future you will consider coming back to us so we can show you better customer service.

4/10 Poor

William

Business traveller
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The door on #122 jams and was extremely difficult to open from the inside when the deadbolt was engaged. Also the guest laundry was so deteriorated as to be almost unusable.
Stayed 5 nights in Mar 2024
Response from Dolores on 7 Apr 2024
Dear Sir, we hear at SureStay Sonora BW would like to apologize for the inconvenience caused to you but would like you to know we are in restoring the Laundry Room since it has been out of service for sometime and the door is fixed

4/10 Poor

Maggie

Liked: Cleanliness
Disliked: Property conditions & facilities
Stayed 1 night in Mar 2024
Response from Dolores on 12 Apr 2024
Dear Customer, On behalf of our team i would like to inform you that we will do our best to meet customer standards and apologize for any inconvenience caused to you.

6/10 Okay

Andrea

Travelled with family
Disliked: Amenities, property conditions & facilities
So, this is under best western allegedly. We were sent to a room which hadn’t been cleaned thoroughly. Like, the bed had no sheets! The breakfast was interesting- my partner said oatmeal and central tasted bad. Muffins were fine. They have made to order eggs, which could be nice, but is interesting
Stayed 1 night in Mar 2024

6/10 Okay

Stephen

Travelled with family
Liked: Cleanliness, staff & service
The staff was very nice. The photos are not representative of the property. First glance of our room noticed that there were not any pictures and the holes were haphazardly spackled. This was not a big deal, just strange. The furnishing were old and worn and there appeared to be a TV missing as the couch faced a blank wall. It was a strange layout, like it was an afterthought for it to be a "suite". The biggest reason for a 3 was the bed. The king mattress was terrible. It sank toward the middle and was terribly uncomfortable. With this said the room served its purpose, a place to spend the night and move on. This is why it received an average rating. It was not terrible but definitely not great. It was not worth the price though and we would look for other accommodations next time we are in town.
Stayed 1 night in Jan 2024

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, room comfort
Great breakfast!
Hotel is an older hotel. It is very clean and located with in easy walking distance to several restaurants. Staff is very friendly and helpful. It even includes a breakfast with cooked to order eggs, bacon or sausage or made to order breakfast burritos along with the usual hotel fare. That was such a nice surprise and treat! We will definitely be back to this charming hotel.
Stayed 1 night in Jan 2024
Response from Dolores on 12 Jan 2024
Thank You Jennifer We appreciate your business and are working hard to make this even more enjoyable for our future customers.

8/10 Good

Rebekah

Liked: Cleanliness, staff & service, amenities
The room was large and great for a family. It would have been nice to have sufficient bedding for the pull out couches in the room. Also, the parking lot was not well lit. Otherwise it was great
Stayed 1 night in Dec 2023
Response from Dolores on 11 Jan 2024
Thank you for your response we here at Sure Stay are Grateful to have guest like you and in the future we will make sure we have enough bedding provided for our Guests.

4/10 Poor

Bruce

Stayed 1 night in Dec 2023

6/10 Okay

Edwin, El Paso

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Overall it was ok. I didn’t like that the bathtub had hairs and it wasn’t draining properly. The room needs a little bit of maintenance and it needs to be updated overall. If you are looking to just spend the night it’s ok.
Stayed 1 night in Jan 2024
Response from Manager on 7 Jan 2024
I want to personally apologize for any inconvenience you experienced during your recent stay at our hotel.Here at Sure Stay we strive to provide exceptional service, and it’s disheartening to hear that we fell short of your expectations. Your feedback is invaluable to us, and we are committed to addressing the issues you encountered.Thank you for bringing this to our attention, and I look forward to hearing from you soon.Warm regards,

10/10 Excellent

Rebecca

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

2/10 Terrible

AMY B

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, staff & service
The suite we got the adjoining door did not lock and the neighbor came to say hi. Got moved to a double queen room. There was food in the microwave and the bathroom looked like someone had pooped and not flushed. The railing right outside the double queen room had dried blood, definitely will never stay again.
Stayed 1 night in Dec 2023
Response from Dolores on 30 Dec 2023
Amy i am sorry about the lock not working it has since been fixed,and about the room it was check off as clean our mistake please we will try harder to stay on top of things feel free to call us.

10/10 Excellent

Stanley

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Dolores on 26 Dec 2023
Thank you Stanley for your review. We are happy that you enjoyed your stay with us and in the future making sure it will be more enjoyable for you.

10/10 Excellent

Nancy

Liked: Cleanliness, staff & service, property conditions & facilities
Enjoyed the Caverns of Sonora. Had a peaceful stay at the hotel. Clean, quiet, first floor room.
Stayed 1 night in Dec 2023

10/10 Excellent

Joe

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not bad for the price, towels did have stains but smelled clean.
Stayed 1 night in Dec 2023

10/10 Excellent

Tobi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Broken security lock.
Our stay was fine but there was no security lock on our door.
Stayed 1 night in Dec 2023

10/10 Excellent

Vitaly

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy check in and good parking for a big Penske truck
Stayed 1 night in Dec 2023

6/10 Okay

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
No television and no assistance.
To watch the television was impossible and nobody was going to assist. Local channels were available but the directions on how to get them did not work.
Stayed 1 night in Dec 2023

4/10 Poor

Asim, Tustin

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
So wife and I had a late arrival driving from Houston towards LA and this is our first stop. Do not stay here whatsoever-this is a filthy, old, hotel that has been unkempt. We found an enormous spider web in the corner of the room near the bed, the stench of cigarette smoke and sweat fills the room and every piece of furniture is old. I cannot believe we were recommended this hotel by Expedia. Dont believe the reviews - theres just no way. Even parking is sketchy. Cannot and will not recommend anyone come here. Check in lady was nice but thats not enough for the disgusting conditions.
Stayed 1 night in Nov 2023
Response from Bianca on 6 Dec 2023
Thank you for the comments regarding your recent stay with us.We are sorry that we were unable to meet your expectations during your stay. Guest satisfaction is something we strive for every day and your feedback is very much appreciated. Please know we use all feedback, both positive and constructive when reviewing the services and accommodations we provide to our guests.If we can be of further assistance, please don't hesitate to let us know.

10/10 Excellent

William

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The staff was great
Stayed 3 nights in Nov 2023

10/10 Excellent

John

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Check in was easy, getting the TV to work just a little different. I have to say the breakfast was over the top!! Best hotel/motel breakfast I’ve had in a very long time. The staff was extra friendly, the food was good. I’m gonna come back !!
Stayed 2 nights in Nov 2023

10/10 Excellent

shirley

Stayed 1 night in Nov 2023

6/10 Okay

Patricia Mahoney

Travelled with partner
Liked: Staff & service
The property needs a complete sprucing up. We are only staying one night so not too bad but it needs cleaning, painting etc. sheets had small holes in them. Tv reception poor.
Stayed 1 night in Nov 2023
Response from Angie on 16 Nov 2023
Hello Mrs. Mahoney, Thank you for completing the review regarding your recent stay at our property. We are currently making our hotel a better place to stay, so your input matters, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

6/10 Okay

Jack

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
You get what you pay for
Ok, but not great, but not expensive
Stayed 1 night in Nov 2023
Response from Angie on 16 Nov 2023
Hello Jack,Thank you for completing the review on your recent stay with us. We hope you come back sometime in near the future to see us again.

10/10 Excellent

Walter

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
N.a
Stayed 1 night in Oct 2023
Response from Angie on 16 Nov 2023
Hello Walter,Thak you for completing the review on your recent stay with us, We hope to see you again in the new future!

8/10 Good

Bernard

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Angie on 21 Oct 2023
Thank you for the review.

8/10 Good

Lynne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I arrived before check-in time but they were kind enough to go ahead and check me in and give me keys so that when i returned much later that night I did not have to go through that process. This was very thoughtful and helpful
Stayed 3 nights in Oct 2023
Response from angie on 17 Oct 2023
Thank you for the review.

4/10 Poor

Gregory

Liked: Room comfort
Disliked: Property conditions & facilities
Less than expected, outdated
Staff was friendly helpful. Our room was clean but we had issues: TV was difficult to figure out, we had to call for help, the toilet bowl is loose, the door was hard to shut or open, no sitting area. There was only 1 armless uncomfortable desk chair, in the fitness room some equipment did not work and nothing to sanitize with and no pool like website indicated.
Stayed 1 night in Oct 2023
Response from angie on 6 Oct 2023
thank you for the review.

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Sign sign everywhere a sign...
Signs adorned this less than desirable hotel alerting the fact that many things are in need of repair. Like the ice machine that hasn't worked in over a year. The night desk clerk was a very angry type who seems to hate her job more than us uninformed customers who make the mistake of booking a night at this worn out hotel. From the lumpy beds to the threadbare towels and all the dirty floors in between, this place is a joke.
Stayed 1 night in Sep 2023
Response from Angie on 20 Sept 2023
Thank you for the review. We apologize for the Ice machine not working during your stay, We are working with Maintenace to sort through this dilemma, We will share this information with our team. Thank you for bringing this to our attention.

10/10 Excellent

Nadine

Stayed 1 night in Sep 2023
Response from angie on 6 Oct 2023
thank you for the review

8/10 Good

Gary

Stayed 1 night in Sep 2023
Response from angie on 6 Oct 2023
thank you for the review.

6/10 Okay

Alexander

Stayed 1 night in Aug 2023
Response from Angie on 20 Sept 2023
Thank you for the review.

10/10 Excellent

Celia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very clean room. Spacious. Nice grass area for dog. Free breakfast was good. Close to restaurants and freeway.
Stayed 1 night in Aug 2023
Response from Angie on 8 Aug 2023
Thank you for the review. We are happy to see you enjoyed your stay.

4/10 Poor

Blanca

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Trip from Albuquerque New Mexico to South Texas
Assigned room number (203)) was upstairs so I asked if she could give us a room downstairs because my husband has knee issues and we’d been driving 8 hours…. She said ‘No’. She said all rooms were already taken and it was not possible for her to change our room. So because it was already almost midnight we had no choice but to take the room (203). As we drove around to our room, we saw that there were only 4 cars in the parking lot …so she lied. My husband struggled up the stairs and was slowly able to reach top. In the morning I informed the front clerk about the mishap and all she did was apologize for the night clerk and remarked that maybe we should inform mgt because she agreed that was wrong of her coworker not to provide appropriate customer support and we should request a refund….Wow!
Stayed 1 night in Aug 2023
Response from Angie on 8 Aug 2023
We are sorry you had this experience. Unfortunately due to housekeeping availability on the weekends we are limited to available rooms. We are working on corrrecting this issue.

6/10 Okay

Beverly

Travelled with partner
Liked: Staff & service, amenities
The breakfast was awesome. An employee took our breakfast order to the kitchen, and a few minutes later a great breakfast. The towels in the bedroom were thin, thin and mine looked dirty. The corners in the bathroom were dirty. The bed was comfortable, but again, the sheets were worn. They need to buy new sheets and towels. And a manager should check the rooms.
Stayed 1 night in Jul 2023
Response from Angie on 8 Aug 2023
thank you for the review we are happy to see you enjoyed your breakfast. we are in the process of changing out towels and linens. I will share your review with our team.

4/10 Poor

Glenn

Stayed 1 night in Jul 2023

10/10 Excellent

Rapherson

Travelled with family, Travelled with family and small children, Business traveller
Liked: Staff & service, property conditions & facilities
Quick check-in, professional personnel and great value.
Stayed 1 night in Jul 2023
Response from angie on 15 Jul 2023
Thank you for the review.

4/10 Poor

Linda

Stayed 1 night in Jun 2023
Response from angie on 15 Jul 2023
We are sorry we did not meet your expectations.

8/10 Good

Betty

Travelled with family
Liked: Cleanliness, staff & service
Not too clean and tub drain was clogged
Stayed 1 night in May 2023
Response from angie on 18 May 2023
Thank you for the review. We will share this with our team and get this taken care of.

2/10 Terrible

David

Travelled with pets, Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
The hotel grounds were litter with trash, trash cans overflowing, bed linens stained with red stains, dirty floors, tiny, torn bath towels, toilet seat that was ready to fall off.
Stayed 1 night in May 2023
Response from angie on 9 May 2023
Thank you for the review.

2/10 Terrible

Kristen

Travelled with family and small children
Disliked: Cleanliness, staff & service, property conditions & facilities
Very dirty.
Response from angie on 9 May 2023
thank you for the review.

8/10 Good

Lynda

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Apr 2023
Response from Angie on 22 Apr 2023
Thank you for the review.

4/10 Poor

Brenda

Travelled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
We did not have enough towels or shampoo
Stayed 1 night in Apr 2023
Response from Angie on 16 Apr 2023
Thank you for the review.

10/10 Excellent

preston

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
about hotel
beds were great a/c worked great had problem understanding tv controls never figured out curtains outher wise great stay
Stayed 1 night in Mar 2023
Response from Angie on 14 Mar 2023
Thank you for the review.

10/10 Excellent

Richard

Stayed 1 night in Mar 2023
Response from angie on 29 Mar 2023
Thank you for the review.

6/10 Okay

Verified traveller

Travelled with family
Liked: Cleanliness
It’s an older hotel that has been upgraded somewhat. Not great but not bad. Breakfast was a joke. Waited 45 min for our order and then gave up and went to a restaurant.
Stayed 2 nights in Mar 2023
Response from Angie on 8 Mar 2023
So sorry this happened to you. Thank you for the review.

8/10 Good

Brian

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Acceptable
Stayed 1 night in Feb 2023
Response from Angie on 9 Feb 2023
Thank you for the review.

8/10 Good

Jesus

Response from Angie on 8 Mar 2023
Thank you for the review.

10/10 Excellent

tim

Stayed 1 night in Jan 2023
Response from Angie on 8 Mar 2023
Thank you for the review.

10/10 Excellent

Erik

Business traveller
Liked: Room comfort
Stayed 1 night in Jan 2023
Response from Angie on 21 Jan 2023
Thank you for your review.