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Reviews of SureStay Plus Hotel by Best Western Plano

2.5 out of 5

Reviews

8.2

Very good

Rating 10 - Excellent. 471 out of 1000 reviews" "
Rating 8 - Good. 273 out of 1000 reviews" "
Rating 6 - Okay. 117 out of 1000 reviews" "
Rating 4 - Poor. 73 out of 1000 reviews" "
Rating 2 - Terrible. 66 out of 1000 reviews" "

8.2/10

Cleanliness

8.4/10

Staff & service

7.6/10

Amenities

8.0/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

2/10 Terrible

Yasamin

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Not a good experience
Stayed 3 nights in Mar 2024
Response from Sophia CSR on Mar 12, 2024
Dear Guest,It is disheartening to read your opinion about our hotel. We apologize for the inconvenience you faced. Please let us know more about your experience. So, we can make the required changes and improvements. Our Team hopes to earn your business on future travels so that you can see our continuous improvement.

4/10 Poor

Maryam

Liked: Staff & service
Disliked: Property conditions & facilities
The AC was just blowing air, not cooling the room . the room was hot/humid even though the temp reader on AC was saying 60. The noise, I felt i was living in apartment. I could hear children running loudly in the room above us. The breakfast was average
Stayed 1 night in Mar 2024
Response from Navin on Mar 10, 2024
Dear Guest,Thank you for taking the time to share your recent stay experience. We sincerely apologize for the shortcomings you encountered with the air conditioning, noise level, and breakfast quality.We understand how frustrating it is to have an inoperable AC unit, especially in a hot and humid environment. We take guest comfort very seriously and will be following up on your room to ensure a thorough inspection and maintenance of the AC unit.Regarding the noise, we strive to provide a peaceful environment for all guests. We apologize that you were disturbed by the noise from the room above. We will be reviewing our guest courtesy protocols to further address noise concerns.Breakfast is an important part of our guest experience, and we're disappointed to hear it fell short of your expectations. We'd appreciate any specific details you'd be willing to share about the breakfast so we can improve our offerings.Thank you again for your feedback. We value your business and hope to provide you with a much better experience next time.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

Andrew

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice hotel, convenient location. Breakfast was good. Outdoor hot tub was enjoyable, but pool was too cold to use. Check in was very quick.
Response from Navin Kumar on Mar 10, 2024
Dear Andrew,Thank you so much for your kind review! We're thrilled to hear you enjoyed your stay with us - especially the convenient location, delicious breakfast, and relaxing hot tub.We apologize that the pool wasn't quite at a comfortable temperature during your visit. We may be able to offer some pool heating options in the future, so please let us know if that's something you'd be interested in for a future stay.We appreciate your feedback and hope to welcome you back again soon!Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

8/10 Good

Shayma

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Had a great time staying there. Only issue is that they didn’t replace the sheets when I asked them to. I even told the front desk to do it while I went out for the day. But when I got back, it wasn’t made. So that would be the only issue I had at this hotel.
Stayed 2 nights in Mar 2024
Response from Navin Kumar on Mar 4, 2024
Dear Shayma,Thank you so much for taking the time to share your feedback about your recent stay with us. We're thrilled to hear that you had a great time overall!We sincerely apologize that your request for a sheet change wasn't fulfilled during your stay. We understand the importance of fresh bedding for a comfortable night's sleep, and we regret that we fell short of meeting your expectations in this area.We're taking your feedback very seriously and will be investigating this matter further with our housekeeping team to ensure that such an oversight doesn't occur again. We're also reviewing our guest communication procedures to improve clarity and ensure requests are followed up on promptly.Thank you once again for your feedback. We truly value your business and hope to have the opportunity to welcome you back in the future and provide an experience that exceeds your expectations.Sincerely,Navin KumarHotel ManagerSureStay Plus Plano

10/10 Excellent

Randal

Liked: Cleanliness
Stayed 7 nights in Feb 2024
Response from Navin Kumar on Mar 4, 2024
Dear Randall,Thank you so much for staying with us and writing positive feedback about out property. We wish you see you soon again.Thank youNavin KumarGeneral ManagerSureStay Plus Plano

2/10 Terrible

Misty

Disliked: Amenities
Did not get my deposit back
Stayed 2 nights in Feb 2024
Response from Navin Kumar on Mar 2, 2024
Dear Misty,We apologize for any inconvenience caused. We have confirmed that your deposit was released on February 19, 2024, at 3:56 AM. Please contact your American Express credit card company for further assistance if you have any questions.Thank youNavin KumarHotel ManagerSureStay Plus Plano

8/10 Good

Scott

Travelled with family
Liked: Cleanliness, amenities
For the price we paid, the room was large and comfortable.
Stayed 4 nights in Feb 2024
Response from Sophia CSR on Feb 27, 2024
Hi Scott,Thank you for your feedback! We're glad to hear that you found the room spacious and comfortable. We strive to provide value for our guests, and we're pleased that you enjoyed your stay. We hope to welcome you back again soon!

4/10 Poor

Brennan

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
While welcoming, the room itself was not clean. It appeared that a vacuum would have solved many problems, yet one was rarely used. There were large clumps of hair in the hallway, and the area around the beds was covered in crumbs and other discards. Our neighbours were exceedingly loud, sounds not at all pleasant for a family with 4 kids sleeping in the room. Will not be going back.
Stayed 1 night in Feb 2024
Response from Sophia CSR on Feb 27, 2024
Dear Guest,Cleanliness and providing a peaceful environment are essential aspects of our service, and we regret that we did not meet your expectations in these areas. Your feedback will be addressed with our housekeeping and management teams to ensure improvements are made. We hope to have another chance to serve you again in the future.

10/10 Excellent

CHARITY, ANNISTON

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hot tub in room was great had a relaxing experience. Would like if ice was available downstairs
Stayed 1 night in Feb 2024
Response from Navin Kumar on Feb 26, 2024
Dear Charity,Thank you so much for your kind feedback! We're thrilled to hear you enjoyed your stay and found the hot tub in your room to be a relaxing experience. It's a pleasure to know we were able to contribute to a peaceful stay.I understand your feedback regarding the availability of ice downstairs. We apologize for any inconvenience this caused you. We are always looking for ways to improve our guest experience, and your suggestion is valuable. We are considering implementing an ice machine in a more readily accessible location for future guests, and we appreciate you bringing this to our attention.In the meantime, if you ever need ice during your stay, please don't hesitate to contact the front desk. We are always happy to assist you.Thank you again for your feedback. We look forward to welcoming you back again soon.Sincerely,Navin KumarHotel ManagerSureStay Plus Plano

8/10 Good

SujithVargheese

Travelled with family and small children, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a great stay to consider. We love our stay here for about 4 days. But the breakfast here is horrible. Rest all good. I recommend this place if anyone is looking for a short stay in Plano.
Stayed 7 nights in Feb 2024
Response from Navin Kumar on Feb 25, 2024
Dear Vargheese,Thank you so much for taking the time to review your stay at our hotel! We're thrilled to hear that you enjoyed your overall experience and found our location and amenities suitable for your short stay in Plano.However, we were truly disappointed to learn that you found the breakfast to be subpar. We understand that a delicious and satisfying breakfast is an important part of any hotel stay, and we take guest feedback on our food service very seriously.We would greatly appreciate it if you could share some specific details about what you found lacking in the breakfast offerings. This feedback will be invaluable as we work to improve the quality and variety of our breakfast menu to better meet the expectations of our guests.We sincerely apologize for any disappointment this may have caused, and we hope that despite this issue, you would consider staying with us again in the future. We are committed to providing a positive experience for all our guests, and we strive to continuously improve our offerings based on guest feedback.Thank you once again for your review.Sincerely,Navin KumarHotel ManagerSureStay Plus Plano

10/10 Excellent

ricky

Liked: Cleanliness, staff & service, property conditions & facilities
Staff were outstanding.
Stayed 1 night in Feb 2024
Response from Navin Kumar on Feb 24, 2024
Dear Ricky,I'm happy to hear you had a positive experience with our staff! I always love passing along compliments to them, it really brightens their day when they know they've made a guest's stay enjoyable. Was there anything specific about the staff's service that stood out to you? I'd love to highlight those details when I share your feedback with the team.Thank you again for choosing our hotel and for taking the time to share your thoughts. We hope to see you back again soon!Thank youNavin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

Gavin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Navin Kumar on Feb 24, 2024
Dear Gavin,On behalf of the entire team at SureStay Plus Plano, we sincerely thank you for choosing our hotel for your recent stay. We were delighted to have you as our guest and hope you enjoyed your experience. We strive to provide exceptional service and accommodations, and your satisfaction is our top priority.We look forward to welcoming you back again in the future.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

Johnnie

Liked: Cleanliness, staff & service, property conditions & facilities
Great hotel. Very hospitable
Stayed 1 night in Feb 2024
Response from Navin Kumar on Feb 23, 2024
Dear Johnnie,I'm glad you enjoyed your stay! Thank you so much for choosing our hotel and we wish to see you soon again.Thank youNavin KumarHotel ManagerSureStay Plus Plano

6/10 Okay

Malcolm

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk staff is always gone at night . There are nails exposed in the bathroom as well as signs of just general disrepair on the carpet. The refrigerator is broken in the lobby and they have no snacks or vending machines on the property. The outlets for the microwave and fridge in the room are hit or miss. Hallways smell like cigarette smoke nonstop despite there being a non smoking floor. Would not stay here again regardless of how cheap it is.
Stayed 6 nights in Feb 2024
Response from Navin Kumar on Feb 23, 2024
Dear Malcolm,We don't see you checked in our hotel. Did you stay with us?Thank you Navin KumarHotel ManagerSureStay Plus Plano

8/10 Good

Wendi

Liked: Staff & service, amenities, property conditions & facilities
Walking into the property you would not expect the rooms to be as nice as they were. Lots of room, comfortable beds and pillows, kids loved the blue tooth mirror, clean bathroom.
Stayed 1 night in Feb 2024
Response from Navin Kumar on Feb 19, 2024
Dear Wendi,Thank you so much for taking the time to share your wonderful feedback! We're thrilled to hear that your expectations were exceeded by the spacious and comfortable rooms, especially the Bluetooth mirror which seems to have been a hit with the kids! Our goal is to provide a relaxing and enjoyable experience for all our guests, and we're happy to hear we achieved that for you.We appreciate you mentioning the cleanliness of the bathroom - our housekeeping team takes great pride in maintaining high standards of hygiene throughout the hotel.It would be a pleasure to welcome you back again soon. Please don't hesitate to reach out if you have any questions or special requests for your next stay.Sincerely,Navin KumarHotel ManagerSureStay Plus Plano

10/10 Excellent

TaShawna

Travelled with family and small children
Liked: Staff & service, amenities, property conditions & facilities
It very great staff and I wouldn’t mind revisiting this hotel again
Stayed 4 nights in Feb 2024
Response from Navin Kumar on Feb 17, 2024
Dear TaShawna,Thank you for taking the time to share your feedback about your recent stay with us. We truly appreciate you highlighting the areas we excelled in and your honest feedback helps us improve the experience for all our guests. We hope to see you again soon and provide another enjoyable stay!Thank youNavin KumarHotel ManagerSureStay Plus Plano

8/10 Good

Jacqueline

Stayed 28 nights in Jan 2024
Response from Sophia CSR on Mar 21, 2024
Dear Guest,I wanted to say thanks for your recent stay here at our hotel! We are happy to see this positive rating. Our team continuously strives to exceed your expectations and looks forward to you in the future.

10/10 Excellent

TaShawna

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Love it here the staff is very friendly and I wouldn’t mind revisiting this property again
Stayed 2 nights in Feb 2024
Response from Navin Kumar on Feb 6, 2024
Dear TaShawna,Thank you so much for your kind words and wonderful review! We're absolutely thrilled to hear that you enjoyed your stay and found our staff friendly and welcoming. It's our team's mission to create a comfortable and memorable experience for each guest, so your feedback truly means a lot to us.Knowing you wouldn't mind revisiting makes us incredibly happy! We're passionate about continuously improving our guest experience, and your feedback helps us understand what we're doing well and where we can strive for even better.If you have any specific memories or aspects of your stay that you particolarmente enjoyed, we'd love to hear about them. This helps us personalize future guest experiences and ensure everyone feels at home at our property.We truly hope to welcome you back again soon. Should you be planning another visit, please don't hesitate to reach out directly. We'd be happy to assist with any reservations or recommendations to make your next stay even more enjoyable.Thank you once again for choosing our hotel and for your positive review. We look forward to welcoming you back soon!Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

TaShawna

Travelled with family and small children
Liked: Staff & service, amenities, property conditions & facilities
Very nice staff and breakfast is great
Stayed 1 night in Jan 2024
Response from Navin Kumar on Feb 3, 2024
Dear Greg,Thank you for staying with us at SureStay Plus Plano. We appreciate your business and are sorry to hear that your experience did not meet your expectations.In the meantime, please don't hesitate to contact me directly if you have any further questions or concerns.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

4/10 Poor

christina

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
The first room we had was the king sized we reserved but the television and a/c didn't work. We let them know immediately but the front desk clerk either didn't understand us or it was not in her wheelhouse. They moved us to another room the next day but it was two queen beds and the microwave didn't work. It was moreso the front desk's responses to our needs that was offputting
Stayed 3 nights in Jan 2024
Response from Navin Kumar on Feb 2, 2024
Dear Hernandez,Thank you for bringing this to my attention. I sincerely apologize for the inconvenience and frustration you experienced during your recent stay at our hotel. It is deeply concerning to hear that you encountered issues with both rooms you were assigned, and that the responses from the front desk clerk were offputting.I understand that the first room you received, while the right size, had a malfunctioning television and air conditioning. While I appreciate you notifying the front desk immediately, it is unacceptable that your concerns were not addressed promptly and effectively.Moving you to a different room was the right course of action, but I am extremely disappointed to learn that this second room also had its own problems with the microwave. This repeated lack of attention to detail and timely resolution reflects poorly on our service standards.Furthermore, I take your comment about the front desk clerk's responses very seriously. After talking with our Front Desk Clerk, I got to know that you guys informed her about issue with your room about 10PM by then the maintenance is not available on the property. However she was able to change the room on next morning promptly. After all we saw a Do Not Disturb sign on your door when our maintenance man come to change your microwave so he turned back and then later our receptionist called your room and asked if you still want to change it but your husband said, it not need anymore. Your satisfaction is our top priority, and we hope this goodwill gesture demonstrates our commitment to regaining your trust.I have personally addressed this matter with the front desk team and the housekeeping department to ensure such issues are identified and rectified quickly and efficiently in the future. We are also implementing additional training to elevate our communication skills and ensure all guests receive the prompt and courteous service they deserve.Thank you again for your feedback. We appreciate you bringing this to our attention and giving us the opportunity to improve. We hope to welcome you back soon and provide you with the exceptional experience you deserve.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

4/10 Poor

Greg

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities
Unsatisfied from no house keeping to people sleeping in the parking lot
Stayed 3 nights in Jan 2024
Response from Navin Kumar on Feb 3, 2024
Dear Greg,Thank you for staying with us at SureStay Plus Plano. We appreciate your business and are sorry to hear that your experience did not meet your expectations.We take guest feedback very seriously and will use your comments to improve our hotel. We are already working on addressing the issues you raised, and we hope to see you again soon so that you can experience the improvements we have made.In the meantime, please don't hesitate to contact me directly if you have any further questions or concerns.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

Kenneth

Stayed 1 night in Jan 2024
Response from Navin Kumar on Jan 31, 2024
Dear Kenneth,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

10/10 Excellent

RICHARD, Bethel

Travelled with partner
Liked: Amenities
The staff was very friendly and helpful. The facility and room were clean. The location is centrally located for travel in and around the Plano area. It is the best to be expected in this price range.
Stayed 9 nights in Dec 2023
Response from Navin Kumar on Jan 31, 2024
Dear Richard,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

10/10 Excellent

BALAMURUGAN

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Service
Stayed 4 nights in Dec 2023
Response from Navin Kumar on Jan 31, 2024
Dear Balamuragan,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

4/10 Poor

Lakshmi

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Navin Kumar on Jan 31, 2024
Dear Bolla,I'm sorry to hear about your experience at our hotel. It would be helpful for us to resolve, if you could explain what went wrong with your stay.Thank youNavin KumarGeneral Manager

8/10 Good

Cristina

Travelled with family
Liked: Cleanliness, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from Navin Kumar on Jan 31, 2024
Dear Kenneth,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

10/10 Excellent

Artel

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was clean and everything worked. Breakfast was good and the staff was helpful when needed.
Stayed 5 nights in Dec 2023
Response from Navin Kumar on Dec 26, 2023
Dear Artel,Thank you for taking the time to share your positive feedback! We're thrilled to hear that you enjoyed your stay at our hotel. It's truly rewarding to know that everything was clean, everything worked properly, and that you found our breakfast delicious and our staff helpful.Knowing that we met your expectations for cleanliness, functionality, and service makes us very happy. It's our team's priority to create a comfortable and welcoming environment for all our guests, and your kind words motivate us to keep striving for excellence.We hope you had a memorable experience and that you'll consider staying with us again in the future. If you're ever back in the area, be sure to reach out and let us know. We'd love to welcome you back!Thank you again for your feedback. It's invaluable to us in our continuous effort to improve and deliver memorable stays for every guest.Sincerely,Navin KumarGeneral ManagerSureStay Plus by Best Western Plano

8/10 Good

Christina

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service
We stayed for 5 nights. The guested and staff were very friendly. The breakfast was a little lacking during a regular work week but was what was excepted on the weekends. The main disappointment was there was no maid service during the stay. Clean towels and a made bed would have been nice. This was not even mentioned as a not provided service.
Stayed 4 nights in Dec 2023
Response from Navin Kumar on Dec 26, 2023
Dear Christina,Thank you for taking the time to share your feedback about your recent stay at our hotel. We're thrilled to hear you enjoyed the friendly atmosphere with both our guests and staff, and that the breakfast met your expectations on the weekends.However, we sincerely apologize for the disappointment caused by the lack of maid service during your 5-night stay. You are absolutely right; clean towels and a made bed are essential for a comfortable and refreshed experience, and it was an oversight not to inform you about the housekeeping is upon request schedule beforehand, our front desk clerk mush have told you upon your check-in time.We understand the inconvenience this caused, and we want to assure you that we are taking your feedback seriously. We wish to you again soon and thank you for staying with us. Sincerely,Navin KumarGeneral ManagerSureStay Plus by Best Western Plano

10/10 Excellent

Bouphakone

Liked: Staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Navin Kumar on Jan 31, 2024
Dear Kenneth,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

10/10 Excellent

Bouphakone

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Navin on Dec 23, 2023
Hi Bouphakone,Thanks so much for choosing us and for the kind review! We're thrilled you enjoyed your stay.Hope to see you again soon!Thank youNavin KumarGeneral ManagerSureStay Plus Plano

2/10 Terrible

Adelvys

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
The property is old and Dark i was in room 107 and the people in the room next to me am pretty sure are the owners staying the smell of cooked food was disgusting, I called front desk for towel and toilet paper and i had to go get it they are more of a motel service. Bed was hard no lighting horrible experience
Response from Navin Kumar on Feb 2, 2024
Dear Adelvys,Thank you for taking the time to share your feedback about your recent stay in room 107. I am truly sorry to hear that your experience fell short of our standards and expectations.Please accept my sincere apologies for the inconvenience and unpleasantness you encountered. Your concerns about the property's age, lack of lighting, and strong odors are valid, and I understand how they negatively impacted your stay. We are actively working on addressing these issues, and your feedback is valuable in guiding our efforts.Regarding the noise and smell from neighboring guests, I apologize that this disrupted your peace and comfort. While we cannot control the behavior of other guests, we do have policies in place to address excessive noise and disturbances. I assure you that I have investigated this matter and will take appropriate action to prevent similar occurrences in the future.The fact that you had to personally collect towels and toilet paper is unacceptable and a clear lapse in our service standards. This does not reflect the level of hospitality we strive to provide, and I wholeheartedly apologize for this failing. I have addressed this issue with the housekeeping staff and front desk team to ensure such lapses do not occur again.The discomfort caused by the hard bed is also concerning. We take guest comfort very seriously, and I will personally investigate the bedding in room 107 to ensure it meets our quality standards.We understand that this experience has been regrettable, and we want to demonstrate our commitment to earning back your trust. We are constantly working to improve our property and guest experience, and your feedback is crucial in this process. We greatly appreciate you bringing these issues to our attention, and we hope to welcome you back soon under better circumstances.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

Randy

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Great value large room and larger tv than most at this price
Stayed 3 nights in Nov 2023
Response from Navin Kumar on Jan 31, 2024
Dear Randy,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

6/10 Okay

Basim

Liked: Staff & service, amenities
Stayed 2 nights in Dec 2023
Response from Navin Kumar on Jan 31, 2024
Dear Basim,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

8/10 Good

David

Business traveller
Only a one night stay. Everything was good. Breakfast included with stay. Quiet throughout the night. Decent cost for one night
Stayed 1 night in Dec 2023
Response from Navin Kumar on Dec 14, 2023
Dear David,Thank you for taking the time to share your positive feedback about your recent one-night stay with us! We're thrilled to hear that you enjoyed everything from the convenient breakfast inclusion to the quiet atmosphere and reasonable price.It truly means a lot to us that you found your stay comfortable and hassle-free. We strive to provide our guests with a relaxing and enjoyable experience, and your kind words confirm that we're on the right track.We understand that choosing a hotel for even a short stay can be a big decision, so we're especially grateful for your trust in us. We hope you'll consider staying with us again soon, whether it's for another quick getaway or a longer exploration of Plano.In the meantime, we wish you all the best in your travels!Sincerely,Navin KumarGeneral Manager SureStay Plus Plano

6/10 Okay

Thu? Linh

Stayed 1 night in Dec 2023
Response from Navin Kumar on Jan 31, 2024
Dear Linh,Thank you for staying with us. We wish to see you soon again.Thank youNavin KumarGeneral Manager

10/10 Excellent

Nestor

Travelled with family
Liked: Staff & service, room comfort
Disliked: Cleanliness
Stayed 1 night in Dec 2023
Response from Navin Kumar on Dec 14, 2023
Dear Nestor,Thank you for taking the time to share your positive feedback about your recent stay with us! We're thrilled to hear that you enjoyed everything.It truly means a lot to us that you found your stay comfortable and hassle-free. We strive to provide our guests with a relaxing and enjoyable experience, and your kind words confirm that we're on the right track.We understand that choosing a hotel for even a short stay can be a big decision, so we're especially grateful for your trust in us. We hope you'll consider staying with us again soon.In the meantime, we wish you all the best in your travels!Sincerely,Navin KumarGeneral ManageerSureStay Plus Plano

2/10 Terrible

Cameron

Travelled with family and small children
Disliked: Cleanliness, staff & service, property conditions & facilities
Hotel pictures are completely deceiving. There isn’t a queen size bed in whole facility but advertised as two queens. There is a strong mildew smell in room and in room of friends staying there. Vending machine took 5 dollars from me and manager did not refund money. Hallways smell strongly of marijuana and numerous sketchy people in hallways and outside on property. Only booked hotel based on reviews and was completely wronged.
Stayed 2 nights in Dec 2023
Response from Navin Kumar on Dec 5, 2023
Dear Cameorn,I am deeply sorry to hear about your recent experience at our hotel. We sincerely apologize for the discrepancies between the advertised accommodations and the reality of your stay. The cleanliness and safety of our hotel are our top priorities, and we are troubled by your concerns about the mildew smell and the presence of sketchy individuals.We take your feedback very seriously and are committed to addressing the issues you have raised. We have already initiated a thorough investigation into the mildew smell and will take immediate action to remediate the situation. We are also reviewing our security protocols to ensure the safety of our guests.In regards to the vending machine, we are disappointed to learn that it malfunctioned and retained your money. We will conduct a maintenance check on all vending machines to prevent similar incidents from occurring in the future.We understand that your experience fell far short of your expectations, and we are truly sorry for the inconvenience and disappointment it caused you. We value your feedback and will use it to make improvements to our hotel and ensure that future guests have a positive experience.Thank you for taking the time to share your concerns with us. We hope you will reconsider staying with us in the future, and we promise to provide you with a better experience.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

David

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent hotel. Will stay again. Very friendly and accommodating. Allowed me to Leave my motorcycle under cover during the day and overnight when it was raining
Stayed 2 nights in Nov 2023
Response from Navin Kumar on Dec 14, 2023
Dear David,Thank you so much for your fantastic review! We're thrilled to hear that your stay at our hotel was "excellent" and that you're already planning a return visit. Your kind words about our friendly and accommodating staff are truly appreciated, and we're especially happy that we were able to provide a safe haven for your motorcycle during the rain. We pride ourselves on creating a welcoming atmosphere where our guests feel comfortable and cared for. Your positive feedback confirms that we're achieving our goal, and it motivates us to continue exceeding expectations.Rest assured, your motorcycle will always be welcome under our cover, rain or shine! We understand how important it is for bikers to have a secure and protected spot for their prized possessions, and we're happy to offer that peace of mind.We're already looking forward to welcoming you back to our hotel soon. Whether you're cruising through town on your motorcycle or just looking for a relaxing getaway, we'll be here with our friendly service and comfortable accommodations.In the meantime, safe travels!Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

4/10 Poor

Michael

Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
When I checked in, I kept finding long hair in the sheets, towels, pillows, and shower. I'm bald, so it wasn't mine. I informed the front desk and asked them for housekeeping items but was informed that housekeeping was only available in the morning.
Stayed 2 nights in Nov 2023
Response from Navin Kumar on Nov 28, 2023
Dear Michael,I am deeply sorry to hear about your experience with finding hair in your room. I understand that this must have been very disturbing and upsetting for you. Please accept my sincerest apologies for the inconvenience and discomfort this caused you.I want to assure you that we take guest complaints very seriously and are committed to providing a clean and comfortable environment for all of our guests. I have personally spoken with our housekeeping manager to investigate this matter thoroughly. We are currently reviewing our housekeeping procedures and implementing additional measures to ensure that this does not happen again.We hope that you will give us another chance to show you the level of service that we strive to provide all of our guests.Thank you again for your understanding.Naivn KumarGeneral ManagerSureStay Plus Plano

6/10 Okay

Christina

Travelled with family
Disliked: Staff & service
It was ok want stay again
Stayed 4 nights in Nov 2023
Response from Navin Kumar on Nov 28, 2023
Dear Christina,Thank you for taking the time to share your feedback about your recent stay with us. We appreciate your honest assessment of your experience.We are glad to hear that you found your stay to be "ok" overall. We strive to provide a memorable and enjoyable experience for all of our guests, and we are always looking for ways to improve.We would be grateful if you could provide us with more specific feedback about your stay so that we can identify areas for improvement. What did you enjoy most about your stay? What could we have done better? Your feedback will help us to better serve our guests in the future.We hope that you will consider giving us another chance in the future. We are confident that we can provide you with a more positive experience.Sincerely,Navin KumarGeneral ManagerSureStay Plus Plano

10/10 Excellent

Jacquelyne

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent Hotel
This is a nice place to stay,clean,friendly. Breakfast was good. This is my second time there. Love this place,never had a problem.
Stayed 3 nights in Nov 2023
Response from Navin Kumar on Nov 21, 2023
Dear Jacquelyne,Thank you for taking the time to share your kind words about your recent stay at our hotel. We are so pleased to hear that you enjoyed your time with us and found our staff to be friendly and helpful. We are also happy to know that you found our breakfast to be good.We are always striving to provide our guests with a comfortable and enjoyable experience, and we are committed to maintaining our high standards of cleanliness and hospitality. We are so glad that you chose to stay with us for your second time, and we hope to see you again soon.Sincerely,Navin KumarGeneral Manager

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place for the price, friendly staff
Overall great for the money. Just noticed a few minor things, but nothing major
Stayed 3 nights in Nov 2023
Response from Navin Kumar on Nov 21, 2023
Dear Guest,Thank you for taking the time to leave a review about your recent stay at our hotel. We are delighted to hear that you had an overall positive experience and found our accommodations to be great value for the money. We appreciate you bringing to our attention the minor issues you noticed during your stay. We take all feedback seriously and will use your observations to make improvements.We are continuously striving to enhance our guest experience and ensure that our hotel meets the expectations of our valued patrons. Your feedback is invaluable to us in this process.Thank you again for choosing our hotel and for sharing your valuable insights. We hope you will consider staying with us again in the future.Sincerely,Navin KumarGeneral Manager

2/10 Terrible

Yazmin

Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Smells very bad
Stayed 2 nights in Nov 2023
Response from Navin Kumar on Nov 27, 2023
Dear Yazmin,Thank you so much for your feedback. We sincerely apologize for the unpleasant odor that you experienced during your stay with us. We are working diligently to identify and resolve the source of the smell.We value your business and appreciate your understanding as we work to rectify this situation. We hope that you will give us another chance to show you the level of service that we strive to provide all of our guests.Thank you again for your understanding.Sincerely,Navin KumarGeneral Manager

10/10 Excellent

Luis

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Nov 2023
Response from Navin Kumar on Nov 20, 2023
Dear Luis,We are thrilled to hear that you enjoyed your stay at our hotel. Your positive feedback is the greatest compliment we could receive, and it fuels our passion to continue providing exceptional hospitality experiences for our guests.It is truly gratifying to know that you found every aspect of your stay enjoyable. We are delighted to hear that you appreciated our comfortable accommodations, our attentive staff, and the various amenities and services we offer.Your satisfaction is our top priority, and we strive to create a welcoming and memorable experience for every guest. We are committed to exceeding expectations and ensuring that every stay at our hotel is truly exceptional.Thank you for choosing our hotel for your recent visit. We hope to have the pleasure of welcoming you back soon.Sincerely,Navin KumarGeneral Manager

8/10 Good

Stephen

Travelled with family
Liked: Staff & service
The staff was terrific but our room smelled stale and the bathroom light switch plates were dirty. Which made us look at the condition of everything in the room. The bed sheets were clean but worn out, The pillows and the bed were very comfortable and the breakfast was fine but not as good as other national chains.
Stayed 1 night in Nov 2023
Response from Navin Kumar on Nov 19, 2023
Dear Stephen,Thank you for taking the time to share your feedback with us. We sincerely apologize for the shortcomings you experienced during your recent stay at our hotel. We value your feedback and appreciate you bringing these issues to our attention.We are disappointed to hear that your room smelled stale and that the bathroom light switch plates were dirty. We take pride in maintaining a clean and comfortable environment for our guests, and we regret that we fell short of your expectations in this regard. We have taken immediate steps to address these issues and ensure that they do not occur again.We are also sorry to hear that the bed sheets were worn out. We strive to provide our guests with the best possible sleep experience, and we regret that the condition of the bed sheets did not meet our standards. We have taken steps to replace the worn-out linens with fresh, new ones.We are glad to hear that you found the pillows and the bed to be comfortable. We take great care in selecting high-quality bedding for our guests, and we are pleased that you appreciated the comfort they provided.We also appreciate your feedback on the breakfast. We recognize that it did not meet the standards of other national chains, and we are committed to improving our breakfast offerings. We are currently reviewing our breakfast menu and experimenting with new recipes to enhance the variety and quality of our breakfast items.Thank you again for your feedback. We value your business and hope that you will give us another chance to provide you with an exceptional stay.Sincerely,Navin KumarGeneral Manager

8/10 Good

Sowjanya

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
SureStay Plus staff are great, very friendly and available. Room is very convenient, mini fridge and sofa to sit are super nice. Hallways could be a bit more cleaner and smell free. Overall very affordable and convenient stay for work or pleasure.
Stayed 3 nights in Nov 2023
Response from Navin Kumar on Nov 15, 2023
Dear Sowjanya and Krish,Thank you for taking the time to share your recent experience at SureStay Plus Plano. We are delighted to hear that you were pleased with our friendly and helpful staff, the convenient amenities in your room, and our affordable rates.We apologize for the cleanliness of the hallways. We are committed to providing a clean and comfortable environment for all of our guests, and we are working to address this issue.We are glad that you overall had a positive experience at our hotel, and we hope to see you again soon.Sincerely,Navin KumarGeneral Manager

10/10 Excellent

Miguel

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Enjoyed every bit of it for 6 days
Stayed 6 nights in Nov 2023
Response from Navin Kumar on Nov 11, 2023
Dear Miguel,We are thrilled to hear that you enjoyed your six-day stay at our hotel. Your positive feedback is the greatest compliment we could receive, and it fuels our passion to continue providing exceptional hospitality experiences for our guests.It is truly gratifying to know that you found every aspect of your stay enjoyable. We are delighted to hear that you appreciated our comfortable accommodations, our attentive staff, and the various amenities and services we offer.Your satisfaction is our top priority, and we strive to create a welcoming and memorable experience for every guest. We are committed to exceeding expectations and ensuring that every stay at our hotel is truly exceptional.Thank you for choosing our hotel for your recent visit. We hope to have the pleasure of welcoming you back soon.Sincerely,Navin KumarGeneral Manager

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2023
Response from Navin Kumar on Nov 6, 2023
Dear Jose,Thank you for your recent stay at our hotel and for taking the time to share your positive feedback. It means a lot to us to hear that you enjoyed your experience. We are always working to improve our hotel and guest services, and your feedback is invaluable to us.We hope to have the pleasure of welcoming you back to our hotel soon.Sincerely,Navin KumarGeneral Manager

2/10 Terrible

Faris

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
Mud and hair in the tub. Paid $115 plus extra $25 for early check in. Let the front desk know asap. Said there was nothing that could be done until next morning. Want nothing more than a refund. Did not sleep in the room after noticing mold above the window. Closet had a broken door, and the enitre room smelled musty. Very bad experience.
Stayed 1 night in Nov 2023
Response from Navin Kumar on Nov 3, 2023
Dear Faris,I am so sorry to hear about your experience at our hotel. It is unacceptable that your room was not clean and in good condition, and I am deeply disappointed that our front desk staff did not offer to move you to another room or provide you with a refund.I have investigated the matter and spoken to the housekeeping staff and front desk manager. I have also inspected the room myself.I understand that you are disappointed and upset, and I want to assure you that we are committed to providing our guests with a clean and comfortable experience. I hope that you will give us another chance to show you that we can provide you with a better experience in the future.Sincerely,Navin KumarManager

10/10 Excellent

Diego

Stayed 1 night in Nov 2023
Response from Navin Kumar on Nov 3, 2023
Dear Diego,Thank you for your recent stay at our hotel and for taking the time to share your positive feedback. It means a lot to us to hear that you enjoyed your experience.We are always working to improve our hotel and guest services, and your feedback is invaluable to us. We hope to have the pleasure of welcoming you back to our hotel soon.Sincerely,Navin KumarGeneral Manager