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Reviews of SureStay Hotel by Best Western Orange

2.5 out of 5
SureStay Hotel by Best Western Orange
2710 I-10 West, Orange, TX

Reviews

6.6
Rating 10 - Excellent. 45 out of 157 reviews" "
Rating 8 - Good. 36 out of 157 reviews" "
Rating 6 - Okay. 21 out of 157 reviews" "
Rating 4 - Poor. 20 out of 157 reviews" "
Rating 2 - Terrible. 35 out of 157 reviews" "

6.6/10

Cleanliness

7.4/10

Staff & service

6.4/10

Amenities

6.6/10

Property conditions & facilities

6.4/10

Eco-friendliness

Reviews

10/10 Excellent

Alexis

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved my stay ! Highly recommend!
Stayed 2 nights in Jan 2024
Response from Manager on Feb 6, 2024
Thank you for the perfect rating and beautiful review in responding to the survey regarding your most recent stay at our property. Your satisfaction is very important to us, hopefully you will consider staying with us again, soon. Again, we appreciate your business.

6/10 Okay

richard

Stayed 1 night in Jan 2024
Response from Management on Jan 10, 2024
Thank you Richard for completing our survey regarding your most recent stay at our property. It is with much regret that you were less than satisfied with your stay. If you would like to give me a little bit more detail regarding areas in which you were less than satisfied, I would be happy to hear from you. Your satisfaction is very important and we value your business. We hope that you will consider staying with us again, soon.

10/10 Excellent

Jeffrey

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was very clean and comfortable. It was a good and quiet night for sleeping. The morning breakfast included hot food, scrambled eggs and hash brown potatoes.
Stayed 1 night in Nov 2023
Response from Management on Dec 5, 2023
Thank you Jeffrey for such a glowing review. Guest satisfaction is our #1 goal and our team strives daily to meet the needs of our valued guest. We look forward to seeing you again if you are ever in our area. Happy Holidays, we appreciate your business.

6/10 Okay

James

Travelled with family
Disliked: Cleanliness, room comfort
Not so good. The beds mattress was old and warned
Stayed 2 nights in Nov 2023
Response from Management on Dec 5, 2023
Thank you James, for completing our survey regarding your most recent stay at our property. I appreciate your bringing the mattress conditions to our attention and we will be using the feedback that you provided in order to supply a substantially more positive experience for you and future guest. Again, that you for staying with us.

10/10 Excellent

Maria

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very professional and customer service friendly. Very accommodating.
Stayed 1 night in Nov 2023
Response from Regina on Nov 22, 2023
Thank you for your positive review on your recent stay at our SureStay property in Orange, Texas. It is very rewarding to know that our team members were able to accommodate your needs. We hope you make us a part of your travel plans again soon. Thank you

10/10 Excellent

Jeffrey

Stayed 1 night in Nov 2023
Response from Management on Jan 10, 2024
Thank you for completing our survey regarding your most recent stay at our property. Your satisfaction is important to us, we are elated that you were pleased with your stay. We hope that you will consider staying with us again, soon.

4/10 Poor

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Regina on Nov 20, 2023
Thank you for your review on your recent stay at our property in Orange, Texas. On behalf of our entire team, I apologize that we did not meet your expectations. Knowing in what areas we lacked in, would greatly help improve our services for you next time. Thank you

10/10 Excellent

Rogelio

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They asked for 100 dlls deposit ,just in case you'll smoke in a no-smoking room,wich i didn't mine but should have said the time i booked.I got em back 2 day after the check out
Stayed 1 night in Oct 2023
Response from Ragina, Management on Oct 21, 2023
Thank you for providing us with feedback regarding your most recent stay at our property. I would like to apologize for the inconvenience regarding the 100 Security Deposit. For guest convenience, the Hotel Policy is outlined in the registration that is signed on the green tablet prior to guest check-in. E-Reg. We hope that you will consider staying with us again, soon.

10/10 Excellent

Jeffrey

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was very clean and comfortable. The breakfast had scrambled eggs and hash brown potatoes. I will stay here again. The hotel is set back from the highway so road noise is not a problem.
Stayed 1 night in Oct 2023
Response from Ragina, Management on Oct 21, 2023
Thank you for providing feedback regarding your most recent stay at our property, it is very much appreciated. Your satisfaction is important to us. Feel free to contact me if I can be of any furthur assistance in the future.

2/10 Terrible

Blake

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awful
I didn’t get a refund I didn’t even stay at the hotel
Stayed 1 night in Sep 2023
Response from Regina on Sep 6, 2023
Thank you for your review. I understand your reservation was not booked directly through our property. It was made through a third party and you would have to reach out to them to get a refund. I apologize for any inconvenience.Thank you

2/10 Terrible

Joel

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not to good i couldn't get there it give me to diferen addres o e of them that i was 6 hours away and the othere address it was apark
Stayed 1 night in Aug 2023
Response from Regina on Aug 11, 2023
Thank you for your review. It was later discovered that your reservation was not made for our SureStay by Best Western in Orange, Texas. I hope you found the hotel you were looking for.

2/10 Terrible

Sheryl

Stayed 2 nights in May 2023
Response from Ragina on Jun 7, 2023
Thank you for your review on your recent stay at our property.We apologize that we did not meet your expectations this time. Please give us another chance to makes things right.We look forward to seeing you again.

2/10 Terrible

Jason

Stayed 1 night in Mar 2023
Response from Ragina on Apr 4, 2023
Thank you for taking the time for completing the review regarding your recent stay at our property. I understand that we fell short on meeting your expectations this time. If we receive a detailed feedback, we are able to implement positive changes to better serve your needs in the future. I truly apologize for your experience and welcome any further communication you. Thank you.

2/10 Terrible

Jason

Travelled with family, Travelled with family and small children, Business traveller, Travelled with partner
Disliked: Cleanliness, amenities
This motel was absolutely disgusting. I live in the area, needed a place for my wife and kids to stay for 3 days while we remodeled the bathroom. The first room was horrendous. The floors were so dirty. It turned towels black when my wife mopped the floor with a towel. The next day we moved to a different room. Same exact thing. The only thing the housekeepers do there is empty trash, change the sheets and sometimes give fresh towels. From the outside and even the lobby that looks are deceiving. When you go in the room the flooring that they use this dark so you really can't see how nasty they are until you step on them and your feet stick. If you wear white socks they will be black. I truly do not recommend staying if you have children that will be walking or crawling on the floor.
Stayed 1 night in Mar 2023
Response from General Manager on Mar 14, 2023
Dear Jason, Thank you for bringing housekeeping deficiencies to our attention, as uncleanliness is always unacceptable. Your detailed feedback will be used to implement improvements to enhance our overall guest experience. I truly apologize for your unsatisfactory experience and welcome any further communication with you. I'll try my best to make the situation right. I hope that you will provide us another opportunity in the future.

2/10 Terrible

Veronica

Travelled with family and small children, Business traveller
Disliked: Amenities, property conditions & facilities
Besides Mrs Veronica and the Nice morning guest service guy and lady there Sat and Sun, this hotel doesn't look as advertised! Upon arrival from a 10hr drive, it looked abandoned and that made me nervous to see the inside? I booked for the distance to me location and because of the long drive I expected to have access to a clean hot tub and be able to relax, The best of so called breakfast was waffles and bagels, and the bed was comfy, until the 2nd night. Other than that, I honestly want to contact the health department or codes! Half of the ceiling is missing, went to relax in the hot tub and it wasn't even working, so I waited patiently for the poor worker who tried hard to fix it but as I'm standing there I looked and saw lots of dirt at the bottom and wanted to see if he'd say something but he kept trying, I looked in the pool it was the same so I just walked away! Went back to the room to shower and change so I turned water on to get hot and after going back to bathroom I see the tub water a tan color and left it there to show a worker. That night I found the front dest guy who was on the phone and seemed I was bothering him, I complained of the water and all he did was let it run a while and said it's fine now? I did isn't feel comfortable at that point so I showered at family house. That night I cut the ac up on high instead of low as the night before then I was awaken by a smell which as coming from the ac, it was mildew like that hotel had been under water. HORRIBL
Response from Ragina, GM on Mar 7, 2023
Thank you for taking the time to complete the review regarding your recent stay at our property. I, sincerely, apologize for falling short of your expectations in this instance. As a part of the Best Western family we try our best to meet all expectations of our loyal members. We will certainty try harder moving forward to address all of your concerns. Hopefully, you will consider staying with us again in the future, providing us an opportunity to provide a far better, superior experience.

2/10 Terrible

Debra

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
They didn't even let me make it to the hotel before trying to take payment and sent me a cancellation email
Stayed 1 night in Feb 2023
Response from Management on Feb 9, 2023
Thank you for taking the time to complete our survey regarding your recent stay at our property, I understand that we fell short of your expectations. Our motel policy requires 24 hour cancellation prior to guest arrival allowing the motel to authorize payment prior to guest arrival. We welcome all guest and do not wish to turn anyone away. I truly apologize for your experience and welcome any further communication with you. Hope to see you soon.

2/10 Terrible

Lisa

Travelled with family and small children
This is really a review of Expedia. Due to storm damage to my house I booked a room through Expedia but due to the same storm, this hotel was not open and I've been trying to get a refund of the prepayment of the room through Expedia. I'm sure there is some way of contacting Expedia but I cannot find it on their web site.
Stayed 1 night in Jan 2023
Response from Ragina on Jan 29, 2023
Thank you for your recent review. Due to loss of power, you have been issued a full refund.Thank you

2/10 Terrible

Alisha

Liked: Room comfort
Disliked: Cleanliness
Stayed 1 night in Aug 2022
Response from Ragina on Aug 7, 2022
Thank you for completing the survey regarding your recent stay at our property and for bringing this issue to our attention. On behalf of our entire team, please accept my sincere apology for not meeting your expectation. I can sincerely understand your frustration. We pride ourselves in giving the best possible guest experience, and I’m sorry we fell short in this instance. Please give us another opportunity to provide you with exceptional experience. Thank you.

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst Stay In My Life
I should have read the reviews. A person week ago posted in the reviews, their room, the bed had bed bugs. I booked a handicap room with an open shower which I was stuck in a room with a bathtub. I fell and hurt my back due to I can barely walk getting in and out the tub. Indian lady was very rude during our stay. I will not stay there ever again!!!!
Stayed 2 nights in Jul 2022

10/10 Excellent

Angela

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2022
Response from Management & Staff on Jun 3, 2022
Angela, Thank your for taking the time out to complete our survey, the status of " Exceptional" is greatly appreciated. We value your business and look forward to seeing you again so that we can have another opportunity to provide you with a superior experience.

10/10 Excellent

Angela

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2022
Response from Management & Staff on May 19, 2022
Angela, Thank you for taking the time to complete our survey, it is most appreciated. Guest feedback aids us in providing excellent customer service, your satisfaction is our primary concern. If we can be of assistance, don't hesitate to call. We hope to see you again in the near future

10/10 Excellent

Mario

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Is clean
Stayed 1 night in May 2022
Response from Management & Staff. on May 19, 2022
Mario, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team I would like to thank you for your positive feedback. Guest satisfaction is our primary concern, it is of the utmost importance to us. We look forward to seeing you in the near future, your business is appreciated.

2/10 Terrible

Daniel

Stayed 1 night in May 2022
Response from Ragina on May 9, 2022
Thank you for taking the time for completing the review regarding your recent stay at our property. I understand that we fell short on meeting your expectations this time. If we receive a detailed feedback, we are able to implement positive changes to better serve your needs in the future. I truly apologize for your experience and welcome any further communication with you.

6/10 Okay

Carol

Travelled with family
Liked: Staff & service, amenities
Staff was super friendly and very helpful with suggestions and directions. Breakfast was minimal.
Stayed 1 night in Mar 2022
Response from Ragina on Mar 21, 2022
Thank you for completing the survey regarding your recent stay at our SureStay property. On behalf of our entire SureStay team, we would like another opportunity to provide you with a superior experience. Your satisfaction is very important to us and we look forward to seeing you again. Thank you

8/10 Good

Jacob

Liked: Cleanliness, staff & service, room comfort
K
Not to bad at all
Stayed 2 nights in Feb 2022
Response from Ragina on Mar 21, 2022
Thank you for taking the time for completing the review regarding your recent stay at our property. We appreciate your feedback and will strive to make your experience from a "Not to bad at all" to "Absolutely Great" We welcome the opportunity to seeing you again very soon. Thank you

2/10 Terrible

Ethan

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Sep 2021
Response from Ragini Prajapati, Owner on Oct 9, 2021
Dear Mr. Thomas, I regret not living up to the standards that our valued guest have come to expect. We appreciate your feedback and look forward to better serving you in the future.

10/10 Excellent

Kristy

Travelled with family, Travelled with pets
Disliked: Cleanliness, staff & service
my room was very outdated and bathroom was gross
Stayed 2 nights in Sep 2021
Response from Ragini Prajapati, Owner on Oct 9, 2021
Dear Kristy, Thank you for completing our survey, we appreciate your feedback, as it assist us in better serving our guest. We hope that you will give us an opportunity in the future to better serve you.

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great customer service!!
Stayed 3 nights in Sep 2021
Response from Ragini Prajapati, Owner on Oct 9, 2021
Thank you for staying with us, we appreciate your business. Hope to see you again.

6/10 Okay

Abigail

Travelled with family
Liked: Room comfort
Stayed 1 night in Sep 2021
Response from Ragini Prajapati on Oct 9, 2021
Thank your for taking the time to complete our survey, we hope to serve you again, in the future.

8/10 Good

Lindsey

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2021
Response from Ragini Prajapati, Owner on Oct 9, 2021
Dear Lindsey, Thank you for your positive feedback, we appreciate your business. Hope to see you again, soon.

10/10 Excellent

Jill

Travelled with family
Liked: Room comfort
Disliked: Cleanliness
Stayed 1 night in Aug 2021
Response from Ragina on Sep 1, 2021
Thank you for your review. We greatly appreciate positive feedback and will continue to make sure each of our guests receive an exceptional experience at our property. Thank you

10/10 Excellent

Junior

Stayed 2 nights in Aug 2021
Response from Ragini Prajapati, Owner on Oct 9, 2021
Dear Junior, Thanks, so much for taking time out to complete our survey. I am happy to serve you and appreciate the positive feedback. Please stop by, again.

10/10 Excellent

Andre

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2021
Response from Ragini Prajapati, Owner on Oct 9, 2021
Dear Andre Thanks for choosing to stay with us, we are happy to serve you. We appreciate the positive feedback, as we look forward to serving you in the future.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Honest Review Ahead
We read some reviews and at first we hesitated to choose this hotel. Glad we decided to stay here. Bed was comfortable, room was clean, and we had no problems. Our best rate was thru hotels.com Waffle House located across the parking lot.
Stayed 1 night in Jul 2021

2/10 Terrible

Cheri

Stayed 1 night in Jul 2021

8/10 Good

Keyshonda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It was okay I was mad cuz the pool wasn't open
Stayed 2 nights in Jul 2021

4/10 Poor

Verified traveller

Travelled with partner
Disliked: Amenities, property conditions & facilities
I was terrible unsatisfied worth room & amenities! Hotel was under construction, & regardless, hotel upgrades, still sucked!!
Stayed 1 night in Jun 2021
Response from Ragina on Jun 29, 2021
Thank you for your survey on your recent stay at our property. The property is under going renovations to better serve our customers. I completely understand your frustration. I hope the next time you visit, we will be able to meet your expectations. Thank you

8/10 Good

Helena

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not bad
Easy check-in. Room was very clean. Bed was decent.
Stayed 1 night in Jun 2021

6/10 Okay

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
It was very noisy I didn’t had any sleep at all.
Stayed 1 night in Jun 2021

2/10 Terrible

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, amenities
Stayed 1 night in May 2021
Response from Ragina on Jun 15, 2021
Thank you for your review regarding your recent stay at our property. We value your feedback and will use it to better serve our guests. Thank you

6/10 Okay

Sung

Liked: Staff & service
Bad experience
The reception waa kind and friendly. Room was a bit smelly and the bath room was not so clean The breakfast was terrible No milk. No egg. No bread They said it was due to the Covid but I do not see the relationshop. The clerk suggest us to eat at the waffle house in the neighborhood Finallu we did not take it
Stayed 1 night in May 2021
Response from Ragina on May 18, 2021
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. Thank you

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Rest stay
Stayed 1 night in May 2021
Response from Ragina on May 18, 2021
Thank you for taking the time for completing the review regarding your recent stay at our property. We strive to ensure a pleasurable experience for each of our guests. We appreciate your 5 Star review and look forward in serving you again in the near future. Thank you.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Stay.
Stayed 1 night in Feb 2021
Response from Ragina on May 18, 2021
Thank you for completing the survey regarding your recent stay at our property. We are proud to offer an exceptional experience to each of our guests. Your review is very rewarding for our entire team. Once again, thank you for your 5 Star review and we look forward to serving you again soon. Thank you.

2/10 Terrible

Lori

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Do not stay here
Shower and shower curtain was filthy. Room was ok. We got in around 1am exhausted. My son had to use the restroom and it clogged. Didn’t feel like going to tell them at that time so I waited until the morning. Went down stairs to tell the lady in the front. What she told me was that maintenance didn’t get there until past 10am. The best she could do was give me a plunger and I could unplug it myself. Yes, that’s the exactly what I want to do in the morning. Unplug a dirty toilet. Wow. I just told her it was okay. We got out of there. Oh sheets smelled like cigarette. I will never stay at a best western again. So disappointed
Stayed 1 night in Apr 2021
Response from Ragina on May 5, 2021
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for all of our guests in the future. I hope you give us another opportunity to better serve you. Thank you

10/10 Excellent

James

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Apr 2021
Response from Ragina on May 18, 2021
Thank you for taking the time to complete the survey regarding your recent stay at our property. We strive to ensure that each of our guests receive an exceptional experience at our property. Our entire team is ready to serve you again soon. Thank you again for your review.

10/10 Excellent

Shareece

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fabulous
Stayed 4 nights in Apr 2021
Response from Ragina on Apr 6, 2021
Thank you for your 10 out of 10 review of our property! Our team strives to make sure each of our guests receive an amazing experience while at our property. We greatly appreciate your feedback. Thank you again for taking the time to give us a positive review.

6/10 Okay

Elizabeth

Travelled with family
Disliked: Staff & service
IT'S NOT very family friendly.
Stayed 3 nights in Mar 2021
Response from Ragina on Apr 3, 2021
Thank you for your review regarding your recent stay at our property. We strive to make each of our guests feel welcomed at our property and on behalf of our entire team, I want to apologize if we fell short in not exceeding your expectations. I will be using your feedback to implement improvements to ensure our team offers you a superior experience moving forward. I welcome the opportunity to serve you better in the near future. Thank you

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Mar 2021
Response from Ragina on Jun 3, 2022
Thank you for your review of our property, we appreciate the feedback you gave us to implement improvements. Hopefully, we can offer a better experience for our guest in the future

10/10 Excellent

Verified traveller

Stayed 4 nights in Mar 2021
Response from Ragina on Jun 3, 2022
Your taking the time to submit a review regarding your stay at our property is greatly appreciated. We try our best to meet all expectations of our loyal members. Hopefully, we will see you again in the near future.

2/10 Terrible

kathy

Travelled with group
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Not clean, great front desk
Stayed 1 night in Mar 2021
Response from Ragina on Mar 31, 2021
Thank you for bringing this issue to our attention Ms. Kathy. Please accept my sincere apology for not meeting your expectation: and, I can understand your frustration. We pride ourselves in giving the best possible guest experience, and I am sorry we fell short in this instance. Please do give us another chance to make it better. Thank you