Seasonal outdoor pool, open 10 AM to 9 PM, pool umbrellas, sun loungers

Reviews of SureStay Hotel by Best Western Fairfield Napa Valley

2.5 out of 5
SureStay Hotel by Best Western Fairfield Napa Valley
3331 North Texas Street, Fairfield, CA

Reviews

6.8
Rating 10 - Excellent. 253 out of 1000 reviews" "
Rating 8 - Good. 280 out of 1000 reviews" "
Rating 6 - Okay. 196 out of 1000 reviews" "
Rating 4 - Poor. 130 out of 1000 reviews" "
Rating 2 - Terrible. 141 out of 1000 reviews" "

7.0/10

Cleanliness

7.6/10

Staff & service

6.6/10

Amenities

6.6/10

Property conditions & facilities

6.8/10

Eco-friendliness

Reviews

6/10 Okay

Kim

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Room was clean - but seems to be in the middle of an update. Some new paint - but no place to hang clothes as it looked like the hanging area was removed. Unfortunately the outside parking lot was full of garbage (most likely from homeless people in the area). One car was parked in the front lot for 3 days - full of junk. One night we could hear yelling as someone was walking outside in the middle of the night, waking us both up. Lots of renovations going on outside - with a staircase taped off - saying it was unsafe to use. On a good note, staff was friendly and helpful during our stay.
Stayed 3 nights in Mar 2024
Response from Customer Care Team on Apr 9, 2024
Hi Kim,Thank you for sharing your feedback with us. We're glad to hear that you found the room clean, and we apologize for any inconvenience caused by ongoing updates. We're actively working to improve our facilities and appreciate your patience during this process. We're sorry to hear about the issues with the parking lot and noise disturbances during your stay. We'll address these concerns promptly to ensure a more comfortable experience for our guests in the future. Additionally, we appreciate your kind words about our friendly and helpful staff. Your satisfaction is important to us, and we'll continue to strive to provide excellent service. If there's anything else we can do to make your next stay more enjoyable, please don't hesitate to let us know. We hope to have the opportunity to welcome you back for a much-improved stay in the future.Sophie CrowderGeneral Manager

10/10 Excellent

Yared

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Customer Care Team on Mar 29, 2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

8/10 Good

Lena, Ottawa

Traveled with partner
Liked: Cleanliness, staff & service
Convenient location right off the highway and 2 minutes drive from Raley's grocery store and restaurants. Room was very clean with a fridge, microwave, hairdryer and free continental breakfast - bagels, toast, boiled eggs, oatmeal, cherrios, breakfast cookies, yogurt, juice, milk, tea, coffee, butter, cream chees and jam. The bathtub had a non-slip mat which was not appealing and the bathtub could be replaced as the paint was chipping off in places and the drain was rusty (room 112). For convenient location a one night stay is good.
Stayed 1 night in Mar 2024
Response from Back Office on Mar 16, 2024
Dear valued guest,Many thanks for taking the time to leave us some details on your recent stay with our team. We'll be working as a team to address the key points of your feedback so we may further our hospitality skills and deliver stellar guest experience.

6/10 Okay

Dara

Liked: Cleanliness, staff & service
Lot of homeless people have access to property. I felt unsafe.
Stayed 1 night in Feb 2024
Response from Customer Care Team on Feb 19, 2024
Hi Dara,We're deeply sorry to hear that you felt unsafe during your stay. Ensuring the safety and security of our guests is of utmost importance to us, and we take your concerns very seriously. We will review our security measures and work to address any issues to ensure that all guests feel comfortable and secure during their time with us. We appreciate you bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.Sophie CrowderGeneral Manager

10/10 Excellent

john

Liked: Cleanliness, staff & service, property conditions & facilities
Close to store’s
Stayed 1 night in Jan 2024
Response from Customer Care Team on Jan 31, 2024
Hi john,We appreciate your concise feedback! We're pleased to hear that our hotel's proximity to stores was convenient for you during your stay. Our goal is to provide a convenient and comfortable experience for our guests, and we're glad to know that our location met your needs. Thank you for choosing us, and we hope to welcome you back for another convenient and enjoyable stay in the future.Sophie CrowderGeneral Manager

4/10 Poor

Anthony

Stayed 1 night in Jan 2024
Response from Customer Care Team on Jan 25, 2024
Dear guest, we are so disappointed to read your experience with us. We aim to provide a top-notch stay for all our guests, so we sincerely apologize that we did not achieve that goal on your visit. We hope that you will give us another chance to restore your faith in our hotel and hospitality. Please do feel free to connect if there is anything we can do to help. Thanks again.Best Regards,Customer Care Team

10/10 Excellent

sharon

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The motel was very nice, clean, quiet etc., but I made reservations at this motel because it had a jacuzzi and after a long drive I looked forward to sitting and relaxing in the hot, bubbling water, but it was out of order
Stayed 1 night in Jan 2024
Response from Customer Care Team on Jan 30, 2024
Hi sharon,Thank you for taking the time to share your feedback with us. We are delighted to hear that you found our motel to be nice, clean, and quiet – qualities we strive to maintain for all our guests. However, we sincerely apologize for the inconvenience you experienced with the jacuzzi being out of order during your stay. We understand the importance of providing amenities as advertised, especially after a long drive when relaxation is anticipated. Please be assured that we are actively addressing the issue to ensure the timely repair of the jacuzzi. Your satisfaction is our priority, and we appreciate your understanding as we work to enhance your future experiences.Sophie CrowderGeneral Manager

10/10 Excellent

Alisa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Dec 2023
Response from Customer Care Team on Jan 9, 2024
Hi Alisa,Thank you so much for your exceptional rating. We are glad that we could win your trust and provide you with the best. We hope to enhance this experience even further in the future. We are surely looking forward to your next visit!Sophie CrowderGeneral Manager

8/10 Good

Laura

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice place to stay for the price. Comfortable bed, hot shower, attentive staff.
Stayed 2 nights in Jan 2024
Response from Customer Care Team on Jan 17, 2024
Hi Laura,Thank you for your positive feedback! We're delighted to hear that you found our hotel a very nice place to stay, especially considering the price. It's fantastic that you enjoyed a comfortable bed, a hot shower, and experienced attentive staff. Your satisfaction is our priority, and we look forward to providing you with another pleasant stay in the future.Sophie CrowderGeneral Manager

2/10 Terrible

Johney

Stayed 1 night in Dec 2023
Response from Customer Care Team on Jan 9, 2024
Dear Johney,Thank you for sparing the time to rate us. We're quite saddened to receive such low ratings on how we performed during your recent stay with us, However, complete feedback from your end would be helpful in enabling us to know all the discomforts that you faced during your stay better. We look forward to hearing more from you and your suggestions regarding how to make your future stay better! Sophie CrowderGeneral Manager

10/10 Excellent

Ronald

Liked: Cleanliness, staff & service, property conditions & facilities
It was safe and clean
Response from Customer Care Team on Jan 3, 2024
Dear Ronald, thank you for sharing your positive feedback with us! We're pleased to hear that you found our hotel to be safe and clean. Our guests' comfort and satisfaction are our top priorities, and we're glad to know that you had a pleasant experience with us. We look forward to welcoming you back for another enjoyable stay in the future!Sophie CrowderGeneral Manager

10/10 Excellent

Francea

Traveled with family
Liked: Staff & service, room comfort
Disliked: Cleanliness
Good and bad experience
The staff were amazing. We felt appreciated and having access to breakfast traveling with minors, was a plus. The beds were extremely uncomfortable. They were hard and we felt every spring, everyones neck and back hurts. Our room was not clean. The floor was incredibly dirty, but we were able to have good access to our room and car. There was many hazardous areas blocked offs. The jacuzzi was closed as well. But we still enjoyed our stay.
Stayed 3 nights in Dec 2023
Response from Customer Care Team on Jan 2, 2024
Dear Francea, thank you for taking the time to share your experience with us. We're delighted to hear that you found our staff welcoming and appreciated the breakfast service, especially when traveling with minors. However, we sincerely apologize for the discomfort you faced with the beds and the cleanliness issues in your room. Your feedback is invaluable, and we will handle these concerns with our housekeeping and maintenance teams to ensure such oversights are not repeated. We hope to have another opportunity to provide you with a more comfortable and enjoyable stay in the future. Safe travels and best wishes!Sophie CrowderGeneral Manager

8/10 Good

Kenneth, Fosters

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
My work truck camper was broken into on the second night there. I am not holding the property accountable for this, but want to warn potential guests to watch where/how you park and to use an alarm if possible.
Stayed 3 nights in Dec 2023
Response from Back Office on Feb 1, 2024
Thank you for taking the time to leave us some feedback as this helps us to see the areas we can further improve on. We'll be talking with the appropriate team members so we may correct the highlighted issue.

8/10 Good

Takahiro

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
don,t expect breakfast
Hotel rooms are clean and nice and real coffee in the room, but breakfast is very poor even coffee is taste like instant coffee they should improve the food.
Stayed 1 night in Dec 2023
Response from Customer Care Team on Dec 30, 2023
Hi Takahiro,Thank you for sharing your feedback with us. We're pleased to hear that you found our hotel rooms clean and nice, and we appreciate your positive comments about the in-room coffee. However, we apologize for the disappointment with the breakfast, including the quality of the coffee. Your input is valuable, and we will certainly review our breakfast offerings to improve the overall dining experience for our guests. If there are specific items or improvements you'd like to suggest, we'd love to hear them. Your satisfaction is our priority, and we hope to have the opportunity to provide you with an enhanced experience during your next stay.Sophie CrowderGeneral Manager

8/10 Good

Keith

Liked: Staff & service, amenities
YES
Response from Customer Care Team on Dec 19, 2023
Hi Keith,We're delighted that you enjoyed your recent stay with us, as reflected in your rating. Your satisfaction is our top priority, and we're grateful for your feedback. If there's anything we can do to ensure a 5-star experience during your next visit, please don't hesitate to reach out. We look forward to having the opportunity to welcome you back in the future. Sophie CrowderGeneral Manager

8/10 Good

Timothy

Stayed 1 night in Dec 2023
Response from Customer Care Team on Dec 19, 2023
Hi Timothy,We are delighted to have provided you with suitable accommodation for your trip here. Please let us know if any part of the stay didn’t work for you and we will be happy to introduce improvements in your area for an enhanced future experience. We appreciate your kind ratings, and we hope to welcome you back again before long!Sophie CrowderGeneral Manager

8/10 Good

VICTOR

Stayed 1 night in Oct 2023
Response from Customer Care Team on Dec 14, 2023
Dear VICTOR,We are delighted to have provided you with suitable accommodation for your trip here. Please let us know if any part of the stay didn’t work for you and we will be happy to introduce improvements in your area for an enhanced future experience. We appreciate your kind ratings, and we hope to welcome you back again before long!Sophie CrowderGeneral Manager

2/10 Terrible

Mark

Stayed 1 night in Nov 2023
Response from Customer Care Team on Dec 6, 2023
Dear guest, we are so disappointed to read your experience with us. We aim to provide a top-notch stay for all our guests, so we sincerely apologize that we did not achieve that goal on your visit. We hope that you will give us another chance to restore your faith in our hotel and hospitality. Please do feel free to connect if there is anything we can do to help. Thanks again.Best Regards,Customer Care Team

2/10 Terrible

Robert

The property was shut down for "life safety issues" per the local fire department. Of course, I didn't find this out until I rolled up to check in. A simple email to inform travelers with reservations would have been good to let us know we needed to make other arrangements. Good location for what I need in the area, but time will tell if they get it back up and running.
Stayed 2 nights in Nov 2023
Response from Customer Care Team on Nov 17, 2023
Hi Robert,We sincerely apologize for the inconvenience and disappointment you experienced when you arrived and found our property closed due to life safety issues. We understand how frustrating this situation must have been for you and are grateful for your understanding. You are absolutely right; we should have communicated the situation to our guests with reservations in advance to help you make alternative arrangements. We take this feedback seriously and will implement better communication procedures to prevent such situations in the future. We are working diligently to address the issues and get the property back up and running, and we hope that you will give us another chance in the future to demonstrate our commitment to providing a smooth and enjoyable experience. Thank you for your patience and understanding.Sophie CrowderGeneral Manager

10/10 Excellent

Anthony

Stayed 2 nights in Oct 2023
Response from Customer Care Team on Nov 17, 2023
Dear Anthony,Thank you for sharing your rating of our Hotel. The biggest compliment we can receive is to earn your business again so please consider us on your next trip!Sophie CrowderGeneral Manager

10/10 Excellent

Tyee

Liked: Cleanliness, staff & service, property conditions & facilities
comfy
Stayed 1 night in Oct 2023
Response from Customer Care Team on Oct 24, 2023
Hi Tyee,Thank you for your brief but positive feedback about our suites. We're pleased to hear that you enjoyed your stay. If you have any more comments or suggestions in the future, please feel free to share. We look forward to welcoming you back.Sophie CrowderGeneral Manager

10/10 Excellent

Tyee

Liked: Property conditions & facilities
nice suites
Stayed 1 night in Oct 2023
Response from Customer Care Team on Oct 25, 2023
Hi Tyee,We're glad to hear that you found your stay comfortable. If you have any further comments or if there's anything else we can assist you with in the future, please feel free to reach out. We look forward to hosting you again.Sophie CrowderGeneral Manager

10/10 Excellent

Anthony

Liked: Property conditions & facilities
Stayed 2 nights in Oct 2023
Response from Customer Care Team on Oct 24, 2023
Dear Anthony,We really appreciate you taking the time to share your rating with us. We look forward to seeing you again soon!Sophie CrowderGeneral Manager

4/10 Poor

Jay

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Paid too much for dirty bathroom and pool is out of order after our boys was playing baseball in 95 degree weather all day and couldn’t even cool off, we booked here for that also. We should’ve just stayed at Marriot hotel with our friends and family discount which is same price if we knew the pool is closed.
Stayed 1 night in Oct 2023
Response from Back Office on Oct 8, 2023
Thank you for your fedback.

8/10 Good

Jeffrey

Stayed 2 nights in Oct 2023
Response from Customer Care Team on Oct 25, 2023
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

10/10 Excellent

Robert

Traveled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Customer Care Team on Oct 4, 2023
Dear guest, We are glad to hear back from you about your recent stay with us. While you didn't say much in your review, we hope that you had an awesome time and that you were comfortable in your room. Thanks for choosing to stay with us and we hope to see you again soon. Best Regards, Customer Care Team

8/10 Good

Coni

Traveled with family
Liked: Staff & service
Customer Service was good . Respectful. Area around was reasonably clean. Room was clean.
Stayed 1 night in Sep 2023
Response from Back Office on Sep 24, 2023
Dear Guest, Thank you for taking the time to share your check-in experience. We appreciate any type of feedback your willing to share about you stay with our team.

2/10 Terrible

Deborah

Disliked: Cleanliness, amenities, property conditions & facilities
The walk ways on each floor were FILTHY. Doors and light switches were FILTHY. Window, (glass), was broken with a hole in it. Window was opened and unlocked upon arrival. No hooks, clothes hanging area or towel rack. Shower/tub did not drain. Entry door had 1/2" gap all the way around. Room had stale air of cigarette smoke in a non smoking room.
Stayed 1 night in Sep 2023
Response from Customer Care Team on Sep 21, 2023
Dear Deborah,We sincerely apologize for the disappointing experience you had during your stay at our hotel. Your feedback highlights several issues that do not meet our usual standards, and we deeply regret that we fell short in providing a clean, comfortable, and well-maintained environment. We take your comments seriously and will investigate these matters to ensure they are promptly addressed and rectified. We value your input, and your feedback will help us improve our services and property conditions for all our guests. Thank you for sharing your concerns with us, and we hope that you will consider giving us another opportunity to provide you with a better experience in the future.Sophie CrowderGeneral Manager

2/10 Terrible

Barinder

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
I requested a non-smoking room. When we entered the room, I had a strong smell of the smoke meaning someone has previously smoked in a non-smoking room. The cleaning Ness of the room was not up to par overall wasn’t the best stay I had. The staff was super friendly. But the rooms need a lot more attention.
Stayed 1 night in Sep 2023
Response from Back Office on Sep 15, 2023
On behalf of our team I apologize for your less then perfect stay. We'll be addressing the highlighted concerns with the appropriate team members. We hope that in the future you'll be willing to give us another chance so we may deliver a stellar guest experience.

8/10 Good

Amy

Stayed 1 night in Sep 2023
Response from Customer Care Team on Oct 4, 2023
Dear Amy,Thank you for sharing your rating of our Hotel. The biggest compliment we can receive is to earn your business again so please consider us on your next trip!Sophie CrowderGeneral Manager

6/10 Okay

Ernesto

Traveled with group
Liked: Cleanliness, staff & service, amenities
Initially , the room that was assigned to us smells with strong bleach and so we talked to the personnel to change our room because we know it will give us headache and other respiratory problems . We are nurses who are having a retreat at the nearby Mt Carmel Catholic Church and so we know what we are talking about .The personnel said that there's no more available room but we insisted and so finally , he gave us a different room .I believe that such a room with strong smell of bleach should not be used by anyone , period .Thank you .
Stayed 1 night in Sep 2023
Response from Back Office on Sep 9, 2023
Thank you for taking the time to leave us some feedback! This helps us see the areas we're in need of improvement. We'll be addressing the highlight issue with the appropriate team member. We hope you'll be willing to give us a change to redeem ourselves upon a future stay.

6/10 Okay

Bruce

Noisy from adjacent I-80 freeway. Thin, low-quality mattresses. Cheap flooring (no carpet).
Stayed 1 night in Aug 2023
Response from Back Office on Sep 3, 2023
Thank you for your feedback!

10/10 Excellent

Julie

Stayed 3 nights in Aug 2023
Response from Back Office on Sep 1, 2023
Thank you taking the time to leave us a wonderful score rating! We would love to hear more about your check in experience upon your next visit with our team! :)

6/10 Okay

Mitchell

Business traveler, Traveled with family
Disliked: Amenities
Dirty sidewalks on property. Bathtub was in poor shape. Pool was out of service. Bed linens were clean. Decent breakfast.
Stayed 2 nights in Aug 2023
Response from Back Office on Aug 27, 2023
Dear Guest, Thank you for taking the time to leave us some feedback! This helps our team see the areas we're doing good in and where improvements can be made. We'll be working as a team to correct the highlighted issues stated in your feedback.

2/10 Terrible

Verified traveler

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from Back Office on Aug 28, 2023
Thank you for leaving us a score rating. We hope to hear more about your experience during your stay.

6/10 Okay

Alejandro

Disliked: Staff & service, property conditions & facilities
Room was not well maintained in terms of paint and old door.
Stayed 1 night in Aug 2023
Response from Back Office on Aug 25, 2023
Dear Guest,Thank you for your feedback as this helps us to see the areas we can further improve on. We'll be working as a team to correct the highlighted issues stated in your feedback.

6/10 Okay

Carmen

Traveled with family
Bed was extremely uncomfortable, lots of seedy looking characters around the property, hotel staff had us waiting a long time at window to check in. The breakfast they provide was just breads and coffee- other guests were complaining in the lobby that morning. Not likely to stay at this hotel again
Stayed 1 night in Aug 2023
Response from Back Office on Aug 21, 2023
Sorry to hear about your poor experience during your check-in and checkout times. We highly appreciate your feedback as this will help us see the areas we need to improve on. We hope in the future you'll be willing to give us another chance so we may redeem ourselves and deliver a near perfect stay.

10/10 Excellent

Peter H

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from Customer Care Team on Aug 16, 2023
Many thanks for your positive rating – we are delighted that you enjoyed your time at our property so much. We hope to host you again successfully in the near future.Best Regards,Customer Care Team

6/10 Okay

Randy

Liked: Staff & service
Stayed 1 night in Aug 2023
Response from Customer Care Team on Aug 16, 2023
Dear guest, we are always anxious to get feedback from our guests in relation to their stays with us, so we very much appreciate your rating, thank you. Whilst we are pleased that you had a reasonable stay here, we aim to exceed all of our guests’ expectations, and we are disappointed that we did not exceed yours. We sincerely hope you will give us another opportunity to host you. Thanks again.Best Regards,Customer Care Team

10/10 Excellent

Manuel

Traveled with group, Business traveler
Everything
Stayed 2 nights in Aug 2023
Response from Back Office on Aug 14, 2023
Thank you for your marvelous score rating! We hope to hear more detail about your check-in experience!

8/10 Good

Laura

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Aug 2023
Response from Back Office on Aug 13, 2023
Thank your for your kind score rating! We hope upon your next visit with us you'll be willing to leave us some details on how your check in experience went.

10/10 Excellent

adrian

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best deal for your money,defenetly be back.very safe.
Stayed 2 nights in Aug 2023
Response from Back Office on Aug 10, 2023
Thank you for your feedback! We appreciate sentiments!

10/10 Excellent

kenneth

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Customer service was excellent
Stayed 3 nights in Aug 2023
Response from Back Office on Aug 7, 2023
Thank you for your feedback! We appreciate the kind words.

8/10 Good

Linda

Liked: Cleanliness, staff & service, property conditions & facilities
Noisey
Stayed 1 night in Aug 2023
Response from Back Office on Aug 7, 2023
Thank you for your feedback!

8/10 Good

Shea

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 2 nights in Jul 2023
Response from Customer Care Team on Aug 2, 2023
Many thanks for your positive rating – we are delighted that you enjoyed your time at our property so much. We hope to host you again successfully in the near future.Best Regards,Customer Care Team

2/10 Terrible

Danielle

Stayed 1 night in Jul 2023
Response from Back Office on Jul 31, 2023
Thank you for your score rating.

6/10 Okay

Robert

Business traveler
Liked: Property conditions & facilities, room comfort
Need clean up around hotel area.
Room was ok, clean. Outside around the room walk way was in BAD need of pressure washing. Dirty form stans all over the walk way and trash.
Stayed 6 nights in Jul 2023
Response from Back Office on Jul 30, 2023
Thank you for your feedback. We will be working as a team to address the highlighted issues mentioned in you feedback.

8/10 Good

Catherine

Traveled with family and small children
Liked: Staff & service
Staff are very friendly!
Stayed 3 nights in Jul 2023
Response from Back Office on Jul 29, 2023
Thank you for your feedback we greatly appreciate it! We hope upon your next visit you'll tell us more about your check in experience.

4/10 Poor

Jorge

Stayed 1 night in Jul 2023
Response from Back Office on Aug 13, 2023
Thank you for leaving us a score rating. We hope you'll be willing to leave us some detail on your check in experience.

6/10 Okay

Nicole

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Jul 2023
Response from Back Office on Jul 28, 2023
Thank you for the score rating, e hope upon your next stay with us you'll leave some feedback on your check-in experience with our desk rep.