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Reviews of SureStay Plus Hotel by Best Western Kincardine

2.5 out of 5
SureStay Plus Hotel by Best Western Kincardine
791 Durham Street, Kincardine, ON

Reviews

8.2

Very good

Rating 10 - Excellent. 254 out of 658 reviews" "
Rating 8 - Good. 242 out of 658 reviews" "
Rating 6 - Okay. 110 out of 658 reviews" "
Rating 4 - Poor. 28 out of 658 reviews" "
Rating 2 - Terrible. 24 out of 658 reviews" "

8.2/10

Cleanliness

8.6/10

Staff & service

7.4/10

Amenities

7.8/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

2/10 Terrible

Gurmeet

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in May 2024
Response from Gail on May 21, 2024
Thanks

2/10 Terrible

Andrew

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We arrived and found a dirty towel in the bathroom hanging...we ignored it...figured it happens...at 10pm myself, wife and 3 year old are in bed sleeping when a family of 5 comes into our room. I get out of bed and stop them from entering. They showed me their room keys and they had the same room #. The front desk gave them the same room as us when we had just checked in 3 hours prior. This family told me they would go to the front desk and clear it up. Front desk then calls our room which woke our 3 year old and told me to "hang on" and then hung up on me. I went down to the front desk to see what was going on and get an explanation and i got a half hearted apology from a very scared and seemingly incapable staff. This staff asked me to sign off on a new registry for the room which i did. The next morning i explained what happened to the staff and i got "im sorry that happened, last nights staff was new. Here is your bill" Horrible experience. Did not feel safe throughout the night.
Stayed 1 night in May 2024
Response from Gail on May 21, 2024
I am really sorry that this happened but yes she is new and by the sounds of it needs to be retrianed.

4/10 Poor

kai

Business traveller
Disliked: Amenities
Kitchen was not properly equipped , no bottle opener , no kitchen knife , limited cutlery. Staff was quite rude and unprofessional. Entire hotel smelled moldy . Breakfast was missing hot food two out of four days I stayed.
Stayed 4 nights in May 2024
Response from Gail on May 20, 2024
Hello Kai. Did you ask the front desk for the missing items? If we offer our guests make your own waffles Best Western considers this as part of a hot breakfast. We are in the process of training new staff to do breakfast. We have had many issues in our area trying to find people who want to work.

2/10 Terrible

Lori

Travelled with family
Disliked: Property conditions & facilities
The place has a foul smell, old and mouldy. The staff were rude, the manager was even ruder! They charged my card twice and I had to argue to get them to reimburse me The tub was old, dirty and outdated!! My daughter slipped when she got in the shower as it was greasy. Over all a terrible experience!
Stayed 1 night in May 2024
Response from Gail on May 20, 2024
Hello LoriDid you let anyone know that your daughter had slipped. Also when were you speaking with the manager.

8/10 Good

Claudio

It was ok
Stayed 1 night in May 2024
Response from Gail on May 17, 2024
Hello ClaudioThank you for your review.

10/10 Excellent

Rebekah

Liked: Staff & service, amenities
N/a
Stayed 1 night in May 2024
Response from Gail on May 14, 2024
Rebekah thank you for the review

6/10 Okay

Nico

Travelled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
Room was clean but tired.
Stayed 1 night in May 2024
Response from Gail on May 14, 2024
Nico Thank you for the reveiw.

10/10 Excellent

Phil

Liked: Cleanliness, staff & service, property conditions & facilities
Great
Stayed 5 nights in Apr 2024
Response from Gail on May 10, 2024
Hello PhilThank you for the review. I will be sure to share this with my team.

6/10 Okay

Matthew

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Quiet space with comfy beds I’m about 6’1 and found the showers quite small No hot breakfast due to staffing but great service, nice clean rooms and close to downtown Would stay again
Stayed 1 night in May 2024
Response from Gail on May 9, 2024
Thank you for the review

10/10 Excellent

Inga

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Main receptionust was very friendly and explained everything that we should know. Room was clean and fresh. Convenience of shopping close by. Although breakfast was not a hot breakfast due to staff issues, we were satisfied with everything else available to eat. Overall, very nice experience here!
Stayed 1 night in May 2024
Response from Gail on May 7, 2024
Hello Inga. Thank you for the review. I will pass along you compliments to my team.

4/10 Poor

Ruth

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Hotel was clean, bed was comfortable, but problems with the TV station cutting out frequently, toilet didn't flush well. The back door was unlocked at all times, allowing anyone to come in but most importantly, there was rarely anyone at the front desk, particularly when we were trying to check out and wanted a copy of our bill. Could not find the front desk person anywhere and when I tried calling from the front phone, no one answered. Although advertised, there was no hot breakfast fare other than waffles on either day we were there.
Stayed 2 nights in May 2024
Response from Gail on May 6, 2024
Hello RuthI apologize about breakfast but the breakfast cook never showed up for breakfast then he called in a quit so I am in the process of hiring a new person.We include the waffles as part of a hot breakfast. The front desk staff if not at the desk is usually off doing some other job but I really don't know why they never answered the phone. We did contact the cable company and they had to do something at their end because the cable issue was through out the hotel. I would be more than happy to email your receipt as long as it isn't a 3rd party reservation.

10/10 Excellent

Brooke

Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
friendly staff
Stayed 1 night in Apr 2024
Response from Gail on Apr 30, 2024
Thank you Brooke for the review I will be sure to share this with my team.

10/10 Excellent

Lisa

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
I adored my check-in with Lori! She was friendly and helpful and has assured me that a guest arriving later will have everything they need to have the same "smooth sailing check in" experience as I did. My room is comfortable and spacious and I am impressed by how quiet this hotel is -- there are no sounds of slamming doors or hallway noise. This is a clean and pleasant place to stay.
Stayed 1 night in Apr 2024
Response from Gail on Apr 29, 2024
Hello LisaThank you for the review I will let Lori know.

10/10 Excellent

Mike Peter

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All good value
Stayed 2 nights in Apr 2024
Response from Gail on Apr 29, 2024
Thank you for the review Mike. I will share this with my team

6/10 Okay

Katherine

Liked: Cleanliness, staff & service, property conditions & facilities
Unfortunately there was no hot water. I ran the water for almost 10 minutes and managed to have a tepid shower.
Stayed 1 night in Apr 2024
Response from Gail on Apr 24, 2024
Hello KatherineThank you for the review. I will check into this issue my apologies

10/10 Excellent

Ricky

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was great to be so close to the grocery store and to have a kitchen in my room for the week I was in Kincardine for training! I also loved being so close to the Rec centre where my training was. The breakfast was perfect and even though a few days there was no hot option, you can’t go wrong with waffles and continental breakfast! Staff was always super friendly and helpful. I will definitely stay here again if I’m ever back in the area!
Stayed 5 nights in Apr 2024
Response from Gail on Apr 15, 2024
Hello Ricky thank you for the review and the compliments I will be sure to share them with my team

8/10 Good

Shawn

Business traveller
Liked: Cleanliness, property conditions & facilities
Breakfast was ok. No hot breakfast the one morning.
Stayed 2 nights in Apr 2024
Response from Gail on Apr 15, 2024
Hello Shawn Thank you for the review.

10/10 Excellent

Aga

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from Gail on Apr 9, 2024
Thank you for the review I will share this with my team.

8/10 Good

Tai

Travelled with family
Liked: Cleanliness, staff & service, amenities
Stayed 1 night in Mar 2024
Response from Gail on Apr 2, 2024
Thank you Tai for your review I will share this with my team.

8/10 Good

paul

Liked: Cleanliness, staff & service, property conditions & facilities
It’s good
Stayed 3 nights in Mar 2024
Response from Gail on Mar 25, 2024
Hello PaulThank you for the review I will share this with my team

10/10 Excellent

Lesley

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Great Location. Friendly staff
Stayed 1 night in Mar 2024
Response from Gail on Mar 21, 2024
Hello LesleyThank you for the review. I will share this with my team

6/10 Okay

Debra

Liked: Cleanliness, staff & service
I stayed at this hotel during their off season. The hotel was nearly empty. The stay was very quiet. When I entered the lobby I was concerned because it looked a bit shabby and in need of an update. The staff were very helpful and friendly. Making my way to my room was concerning because it looked shabby and the walls were in need of new paint. I was pleasently surprised that my room was updated recently I think. Had a totally different feel. It was clean and better furnished. I didn't eat their breakfast which was included. Nor did I go in the dining area so can't comment on that. There was a Timmies and McD's and grocery store within sight of tbe hotel. Their recreation centre - Arena/pool a block away which was awesome.
Stayed 2 nights in Feb 2024
Response from Gail on Mar 1, 2024
Debra Thank you for the review I will share this with my team

8/10 Good

Christine

Business traveller
Nice and clean
Stayed 1 night in Feb 2024
Response from Gail on Feb 25, 2024
Hello ChristineThank you for your review I will be sure to share it with my team.

6/10 Okay

Bruce, Picton

This property was okay. Breakfast was not great - food was cold, yogurt was out of date, muffins were not fresh. Room was freezing when I arrived, bathroom sink tap leaked.
Stayed 1 night in Jan 2024
Response from Gail on Jan 24, 2024
I am sorry that your stay did not meet your expectation's, did you mention to the issues that you had so they could correct them

10/10 Excellent

RobinR

Stayed 1 night in Dec 2023
Response from Gail on Jan 24, 2024
Thank you

8/10 Good

Jamie

Stayed 3 nights in Dec 2023
Response from Gail on Jan 2, 2024
Thank you for the review Jamie I will be sure to share this with my team

8/10 Good

Michael

Liked: Staff & service
Staff was very nice. It was a bit dirty and worn around the edges
Stayed 3 nights in Dec 2023
Response from Gail on Dec 19, 2023
Hello MichaelThank you for the review

8/10 Good

Bruce

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Gail on Dec 19, 2023
Thank you

6/10 Okay

Cheryl

Travelled with family
Liked: Room comfort
Disliked: Cleanliness
Stayed 2 nights in Dec 2023
Response from Gail on Dec 19, 2023
Thank you

8/10 Good

Donald B

Stayed 1 night in Dec 2023
Response from Gail on Dec 18, 2023
Thank you for the review.

10/10 Excellent

jayme

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent staff and service
Stayed 3 nights in Dec 2023
Response from Gail on Dec 15, 2023
Hello Jayme Thank you for the review we look forward to your next visit.

10/10 Excellent

isaiah

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great spot!
Stayed 2 nights in Dec 2023
Response from Gail on Dec 15, 2023
Hello IsaiahThank you for your review.

8/10 Good

Brooke

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 2 nights in Nov 2023
Response from Gail on Nov 30, 2023
Thank you for the review.

6/10 Okay

Leul

Liked: Room comfort
Disliked: Cleanliness
Stayed 1 night in Nov 2023
Response from Gail on Nov 17, 2023
Hello LeulThank you for the review.

6/10 Okay

cathryn, mountbridges

Travelled with partner
Disliked: Amenities, property conditions & facilities
Easy access .was suppose to have free breakfast there was nothing but some bread to toast cereal etc.no hot breakfast .we had a kitchenette room but supplies were pretty bad not even paper towels no frying pan borrowed salt and pepper.
Stayed 1 night in Nov 2023
Response from Gail on Nov 7, 2023
Hello Cathryn. I am not sure which day you were here but we did offer a hot breakfast everyday last week up until Mon Nov. 6/23 then we still offered a continental breakfast. We usually have pots and pans along with the dishes in those rooms. I will check to see what happened. We normally don't put salt and pepper in but I guess we should start.

6/10 Okay

James

Business traveller
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Easy to locate
Stayed 2 nights in Nov 2023
Response from Gail on Nov 6, 2023
Hello JamesThank you for the review

8/10 Good

Ersilia

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good for a single night. Comfortable!
Stayed 1 night in Oct 2023
Response from Gail on Oct 30, 2023
Thank you for the review. I will share it with my team

6/10 Okay

THERESA R

Travelled with family
Liked: Cleanliness, staff & service
Friendly and helpful front desk staff. Room was clean but could be better as far as space. We used the sofa bed. The table had to be stacked awkwardly (unstable) on side table when the bed was open. Bathtub looks dirty due to stain on bottom (looks like safety mat was removed ?) No fan in the bathroom. Breakfast was ok but very salty eggs, expired milk. Unaware of Hockey tournament .. noisey, loud. We didn’t get much sleep😒
Stayed 1 night in Oct 2023
Response from Gail on Oct 23, 2023
Hello Theresa I am sorry to hear about the eggs but I don't understand how they would be salty we use fresh eggs and we do not add any thing to the eggs. Yes unfortunately hockey teams do seem to get loud even when you ask them to settle down.

8/10 Good

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities
Great breakfast. Clean. Our room was very nice. Would stay again.
Stayed 2 nights in Oct 2023
Response from Gail on Oct 17, 2023
Hello Kevin thank you for your review. We look forward to seeing you in the future

8/10 Good

Terry

Liked: Cleanliness
While there was free Wifi, it was very weak. Also the TV seemed to have frequent gaps and stops.
Stayed 1 night in Oct 2023
Response from Gail on Oct 16, 2023
Terry thank you for the review. I am sorry that you had issues with the TV and the wifi

8/10 Good

Peggy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Oct 2023
Response from Gail on Oct 10, 2023
Thank you for the rating I will be sure to share this with my team

2/10 Terrible

Holly

Stayed 5 nights in Oct 2023
Response from Gail on Oct 30, 2023
I am sorry that you did not like your stay

10/10 Excellent

Rosann

Stayed 1 night in Oct 2023
Response from Gail on Oct 30, 2023
Thank you Rosann for your review I will be sure to share it with my team

8/10 Good

PING

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall, it is great and clean.
Stayed 1 night in Sep 2023
Response from Gail on Oct 4, 2023
Ping Thank you for the review I will share this with my team.

10/10 Excellent

Kevin

Liked: Staff & service
Stayed 1 night in Sep 2023
Response from Gail on Oct 4, 2023
Thank you Kevin for the review I will share it with my team

10/10 Excellent

Amy

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent location. Close proximity to everything. Clean. Quiet. Friendly staff. Expansive included free breakfast.
Stayed 1 night in Sep 2023
Response from Gail on Sep 24, 2023
Amy Thank you for the review I will share this with my team

6/10 Okay

Lisa

Liked: Amenities
I wasn’t looking for anything to special however I wasn’t pleased with the hair that was in the tub and bathroom sink, the heat in the room and that the mini fridge was so cold that it ruined the food I had brought to save money on my little getaway. There was also dust everywhere in the room. Not the worst thing ever and I feel privileged just mentioning it however the rate of a room is a lot and deserves better attention.
Stayed 2 nights in Sep 2023
Response from Gail on Sep 24, 2023
Hello LisaI am sorry that your room was not up to your standards. I will pass this along to the team and mention your concerns. Please accept my apologies

8/10 Good

Norma

Liked: Cleanliness
The first room they gave me was not suitable , next to smoking entrance . They gave me a new room which was much better
Stayed 1 night in Sep 2023
Response from Gail on Sep 24, 2023
Norma thank you for your review.

8/10 Good

Patricia

Liked: Staff & service
Stayed 1 night in Sep 2023
Response from Gail on Sep 19, 2023
Hello Patricia thank you for the review I will share this with my team

8/10 Good

Martha

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were very friendly. Room clean. Beds comfortable
Stayed 2 nights in Sep 2023
Response from Gail on Sep 18, 2023
Thank you Martha for the review I will share this with my team