Exterior

Reviews of Best Western Plus Surprise-Phoenix NW

3.5 out of 5
Best Western Plus Surprise-Phoenix NW
13337 W Grand Avenue, Surprise, AZ

Reviews

8.4

Very Good

Rating 10 - Excellent. 482 out of 1003 reviews" "
Rating 8 - Good. 321 out of 1003 reviews" "
Rating 6 - Okay. 109 out of 1003 reviews" "
Rating 4 - Poor. 50 out of 1003 reviews" "
Rating 2 - Terrible. 41 out of 1003 reviews" "

8.6/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

8.4/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

8/10 Good

JAMES

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
good breakfast each morning
Stayed 5 nights in Mar 2024

2/10 Terrible

David

Traveled with partner
Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
We had to ask for clean towels on day two. On day 4 we had to request clean towels and to have trash or waste baskets emptied (which had not been done since our arrival). The only time housekeeping came to our room was AFTER we made the request on day 4. Very poor housekeeping service. Will not stay there again.
Stayed 4 nights in Mar 2024
Response from Crystal on Mar 12, 2024
Thank you for taking the time to provide us with your valuable feedback. We are delighted to learn that you enjoyed your stay and found our location convenient, the staff friendly, and the rooms to your satisfaction. However, we regret to hear about the inconvenience caused due to the lack of daily housekeeping. At our hotel, we maintain a policy of not providing daily housekeeping services unless specifically requested by our guests. Upon check-in, a set of papers detailing all amenities and this policy is shared with our guests. We appreciate your feedback and will strive to communicate our policies more effectively in the future to ensure the utmost comfort and satisfaction of our valued guests. We apologize for any misunderstanding and hope to host you again in the near future.

8/10 Good

Gina

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed here before
Stayed 1 night in Dec 2023
Response from Front desk on Mar 12, 2024
Thank you for taking the time to provide us with your valuable feedback. We are delighted to learn that you enjoyed your stay and found our location convenient, the staff friendly, and the rooms to your satisfaction.

10/10 Excellent

Tiara

Traveled with family and small children, Traveled with partner
Really enjoyed my stay and the breakfast was my son favorite part lol wouldn’t change a thing
Stayed 5 nights in Feb 2024
Response from Lee on Mar 6, 2024
Thank you so much for taking the time to leave us a review! We are so glad you enjoyed your stay along with our breakfast! We hope to see you again soon.

8/10 Good

Darci

Liked: Cleanliness, staff & service, property conditions & facilities
Very nice and comfortable stay.
Stayed 1 night in Feb 2024
Response from Lee on Mar 5, 2024
Thank you so much for taking the time to leave us a review! We are so happy you enjoyed your stay with us! We wish you safe travels!!

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was close to a variety of stores and restaurants.
Stayed 2 nights in Feb 2024
Response from Lee on Feb 25, 2024
Thank you for taking the time to leave us a review. We are so happy you enjoyed your stay with us.

8/10 Good

Jill

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our room was very nice. Quiet stay, great breakfast and friendly staff. We would stay here again.
Stayed 2 nights in Feb 2024
Response from Lee on Feb 25, 2024
Thank you so much for taking the time to leave us a review. We are so happy to hear that you enjoyed your stay with us.

8/10 Good

Michelle

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice clean hotel at a reasonable price .
Stayed 1 night in Feb 2024
Response from Front desk on Feb 22, 2024
Thank you so much for your kind words! Our staff strives to ensure a comfortable and convenient stay for our guests, and I look forward to sharing your feedback with them. It is my hope that we will have the opportunity to welcome you back to our Best Western Plus soon.Happy Travels!

10/10 Excellent

Chris

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great property to stay at
Stayed 3 nights in Feb 2024
Response from Crystal on Feb 21, 2024
Thank you so much for your perfect score of 5 out of 5. We are thrilled you enjoyed your experience with us. Your satisfaction is our top priority, and your positive feedback truly made our day! We hope to have the pleasure of serving you again soon.

10/10 Excellent

Christine

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful staff very quiet even with the train.🤗
Stayed 1 night in Feb 2024
Response from Crystal on Feb 21, 2024
Thank you so much for your perfect score of 5 out of 5. We are thrilled you enjoyed your experience with us. Your satisfaction is our top priority, and your positive feedback truly made our day! We hope to have the pleasure of serving you again soon.

6/10 Okay

Marcelline, CHANDLER

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Well this is my 2nd stay here. The rooms are nice. However, I am not sure why the doors are so high from the floor. I had to put a towel at the front door to keep sound from outside to come in.
Stayed 2 nights in Feb 2024
Response from Lee on Feb 18, 2024
We are sorry for any inconveniences you dealt with. Thank you for taking the time to leave us a review. We are happy to hear that you enjoyed your stay with us!

10/10 Excellent

E

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Lee on Feb 18, 2024
Thank you so much for the review! We are so glad you enjoyed your stay! We hope to welcome you back!

6/10 Okay

Ron

Problem w/ operating electronic door lock. Had keys re-magnetized. In one instance, I was trying to unlock the room door for a full minute. Room 216 electronic door lock needs to be serviced or replaced
Stayed 5 nights in Jan 2024
Response from Cynthia M on Feb 12, 2024
We apologize for any issue or inconveniences that you experienced during your stay with us. We take all feedback seriously, and we will use your comments to improve our services for future guests.If I can be of assistance in the future, please don't hesitate to contact me at 623-544-6874.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

10/10 Excellent

Aurelia

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Everything was great!!
Stayed 1 night in Jan 2024
Response from Lee on Feb 6, 2024
Thank you for taking the time to leave us a review!! We are so happy you enjoyed your stay with us! We hope to welcome you back!! Safe travels!

8/10 Good

Charles

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was clean & quiet. Clock was wrong but we always check. Mini-fridge made a gurgling noise when running. Noticed once all was quiet in the room. Breakfast was above average with lots of choices. Will stay there again.
Stayed 1 night in Jan 2024
Response from Lee on Feb 3, 2024
Thank you so much for taking the time to leave us a review we hope to see you again soon! Safe travels!

10/10 Excellent

Staci

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean, professional staff and great breakfast.
Stayed 1 night in Jan 2024
Response from Lee on Jan 30, 2024
Thank you so much for taking the time to leave a review! We are so happy to hear that you enjoyed your stay with us! We hope so welcome you back soon!

8/10 Good

GREGORY

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast was ok, but the eggs and sausage was loaded with salt. Everything else was 5 Stars!
Stayed 1 night in Jan 2024
Response from Lee on Jan 28, 2024
Thank you so much for taking the time to leave us a review! We are so happy you enjoyed your stay with us! Hope to welcome you back soon!

10/10 Excellent

Christina M

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Jan 2024
Response from Lee on Jan 16, 2024
Thank you so much for your review! We are overjoyed to hear that you enjoyed your stay with us! We hope to welcome you back soon!

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Most likely to come back
Stayed 3 nights in Jan 2024
Response from Lee on Jan 13, 2024
Thank you for leaving us a review! We appreciate you taking the time to leave us a review! We are so happy you enjoyed your stay with us and hope to welcome you back soon!

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Lee on Jan 13, 2024
Thank you so much for your review we greatly appreciate it!! We are so happy you enjoyed your stay! We hope to see you again soon!

10/10 Excellent

Big

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Thx
Stayed 2 nights in Jan 2024
Response from Lee on Jan 13, 2024
Thank you for your review we greatly appreciate it. We are overjoyed to hear you loved your stay with us! We hope to welcome you back!!

10/10 Excellent

Rafael

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Lee on Feb 12, 2024
Thank you so much for taking the time to leave us a review! We are so glad you enjoyed your stay with us! We hope to welcome you back!

10/10 Excellent

Benjamin

Stayed 1 night in Dec 2023
Response from Lee on Jan 8, 2024
Wow!! Thank you for leaving us such a wonderful review!!! We are overjoyed to hear you enjoyed your stay with us!! Thank you for staying with us! We hope to see you again soon!

2/10 Terrible

Guillermo, Orange

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
My room was filthy. Door lock broke and I felt unsafe
Stayed 1 night in Dec 2023
Response from Front desk on Dec 18, 2023
Please allow me to apologize for the inconveniences you encountered during your time with us. This is not a typical occurrence for our hotel, and I regret that you were negatively impacted in any way during your stay.

10/10 Excellent

Dolores

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Lee on Dec 16, 2023
Thank you for such an amazing review!!! We greatly appreciate you taking the time to leave one! We are so happy you enjoyed your stay with us and wish you safe travels.

10/10 Excellent

Julie

Stayed 1 night in Dec 2023
Response from Lee on Dec 16, 2023
Wow!! Thank you for such a glowing review!! We are so happy you enjoyed your stay!!! We hope to welcome you back soon!!

8/10 Good

Wilfried

Traveled with partner, Traveled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice large room
Stayed 1 night in Dec 2023
Response from Cynthia M on Dec 7, 2023
I'm glad to hear you enjoyed one of our many spacious rooms! We hope to see you soon! Thank you staying with us!

10/10 Excellent

WILFRED

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Front desk on Dec 5, 2023
Thank you so much for sharing your experience with us! I am so pleased that you were able to relax and enjoy yourself during your time at our Best Western Plus. We look forward to welcoming you back on your future travels!

8/10 Good

Don

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A stay in Surprise, AZ
Overall a good stay
Stayed 1 night in Dec 2023
Response from Front desk on Dec 5, 2023
Thank you so much for sharing your experience with us! I am so pleased that you were able to relax and enjoy yourself during your time at our Best Western Plus. We look forward to welcoming you back on your future travels!

10/10 Excellent

Greg

Stayed 1 night in Dec 2023
Response from Lee on Dec 26, 2023
Thank you so much for staying with us! We are so happy you enjoyed your stay and hope to welcome you back soon!

10/10 Excellent

Julie

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Would stay again! Great place for the price!
Stayed 3 nights in Nov 2023
Response from Lee on Dec 5, 2023
We are so grateful for your review! We are so happy you enjoyed your stay!!! We hope to welcome you back soon!

10/10 Excellent

Leticia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I have stayed at BW before always a great stay.
Stayed 2 nights in Nov 2023
Response from Front desk on Nov 28, 2023
Thank you so much for your kind words! Our staff strives to ensure a comfortable and convenient stay for our guests, and I look forward to sharing your feedback with them. It is my hope that we will have the opportunity to welcome you back to our Best Western Plus soon.Happy Travels!

8/10 Good

Everton L.

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Nov 2023
Response from Front desk on Nov 28, 2023
Thank you so much for your kind words! Our staff strives to ensure a comfortable and convenient stay for our guests, and I look forward to sharing your feedback with them. It is my hope that we will have the opportunity to welcome you back to our Best Western Plus soon.Happy Travels!

10/10 Excellent

ERICA

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Nov 2023
Response from Lee on Dec 16, 2023
Thank you for choosing to say at Our Best Western Plus- Surprise and taking the time to leave a positive review! We're glad to hear that you enjoyed our delicious breakfast, relaxing pool, friendly staff and convenient location. We strive to provide our guests with exceptional service and amenities, and we're thrilled to know that we succeed during your stay. We hope to see you again soon! Happy Travels!

8/10 Good

Max

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was good except for the room key system, must have reset the key card 10 times or more but still it was the luck of the draw to get in.
Stayed 3 nights in Nov 2023
Response from Lee on Nov 21, 2023
We Appreciate your kind words and are happy to hear that you had a fantastic stay with us! We apologize for any issue or inconveniences that you experienced during your stay with us. We hope we can welcome you back and provide you with a better experience! Thank you for staying with us!

10/10 Excellent

Joey

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean and quick check-in process.
Stayed 1 night in Nov 2023
Response from Front desk on Nov 20, 2023
Thank you so much for sharing your feedback regarding your stay at our Best Western Plus. I am so pleased to know that you found our hotel to be clean and comfortable. We look forward to welcoming you back any time!Happy Travels!

10/10 Excellent

Daniel

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Front desk on Nov 15, 2023
Thank you so much for sharing your experience with us! I am so pleased that you were able to relax and enjoy yourself during your time at our Best Western Plus. We look forward to welcoming you back on your future travels!

10/10 Excellent

Lori

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice stay.
Stayed 2 nights in Nov 2023
Response from Lee on Nov 14, 2023
Thank you so much for your kind words! Our staff strives to ensure a comfortable and convenient stay for our guests, and I look forward to sharing your feedback with them. Thank you so much for staying with us. We hope to welcome you back to our Best Western Plus soon.

8/10 Good

Dale

Stayed 3 nights in Nov 2023
Response from Front desk on Dec 5, 2023
Thank you so much for sharing your experience with us! I am so pleased that you were able to relax and enjoy yourself during your time at our Best Western Plus. We look forward to welcoming you back on your future travels!

8/10 Good

Kevin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was an overall great experience. The breakfast was perfect! I would stay again for sure.
Stayed 2 nights in Nov 2023
Response from Lee on Nov 13, 2023
Thank you so much for sharing your experience with us! I am so pleased that you were able to relax and enjoy yourself during your time at our Best Western Plus. We are so happy the breakfast was perfect for you! We look forward to welcoming you back on your future travels!

10/10 Excellent

Eileen

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2023
Response from Lee on Nov 3, 2023
Wow, thank you for your glowing review! We truly are thankful for your review. We strive to create a beautiful experience for our guests , and it's always great to hear when we succeed. We can't wait to welcome you back in the future!Safe travels!

10/10 Excellent

Kristen

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Glad for a pool & hot tub.
Stayed 2 nights in Oct 2023
Response from Lee on Oct 31, 2023
Thank you for taking the time to leave us a review! We're glad to hear that you enjoyed our relaxing pool! We strive to provide our guests with exceptional service and amenities, and we're thrilled to know that we succeed during your stay. We hope to see you again soon! Happy Travels!

10/10 Excellent

James

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location. Liked having a great selection of restaurants available. Easily walkable. Staff w as professional, helpful and pleasant. Will definitely stay at this hotel next time.
Stayed 6 nights in Oct 2023
Response from Lee on Oct 31, 2023
Thank you for choosing to say at Our Best Western Plus- Surprise and taking the time to leave a positive review! We truly appreciate it! We're glad to hear that you enjoyed our friendly staff and convenient location. We strive to provide our guests with exceptional service and amenities, and we're thrilled to know that we succeed during your stay. We hope to see you again soon! Happy Travels!

10/10 Excellent

AIMEE

Liked: Staff & service, room comfort
Staying close for a halloween party, had a great time all the staff was lovely and friendly.
Stayed 1 night in Oct 2023
Response from Lee on Nov 1, 2023
We're delighted to hear that you had a fantastic stay with us! Our team Works hard to provide exceptional customer service and create a unique experience for our guests, and it's wonderful to know that we succeeded in doing so for you. Thank you for taking the time to leave us such a positive review! Happy Halloween!

10/10 Excellent

Victor

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Counter were sometimes left alone when some guests needed information. Ito 3 guest in line waiting for someone to get there
Stayed 1 night in Oct 2023
Response from Lee on Oct 31, 2023
We're sorry to hear that your recent stay with us didn't meet your expectations. We take all feedback seriously, and we're disappointed that we fell short in providing you with the experience that we strive to offer our guests. We will improve based on your comments. We hope that you will give us the opportunity to make it right and that you will consider staying with us again in the future.

8/10 Good

Jutta

Traveled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was spacious and clean, check-in and check-out fast and easy. Breakfast was mediocre, even for BW standards.
Stayed 1 night in Oct 2023
Response from Lee on Oct 31, 2023
Thank you for your kind words! We're thrilled that you enjoyed your stay here with us! It's always great to hear that our guests had a memorable experience, and we hope to have the pleasure of welcoming you back soon!

10/10 Excellent

Lizette

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, room comfort
Sweet stay
Nice and cozy hotel! We came out for a wedding and found this little gem. Beds are nice and comfy and room temp was awesome. The only thing we had problems with was some leaking underneath the sink (visible stains when dumping out cold coffee) and a light bulb that was out in the bathroom, both of which can be remedied by maintenance. Would recommend also because of breakfast being included with this stay!
Stayed 1 night in Oct 2023
Response from Lee on Oct 30, 2023
Thank you for choosing to say at Our Best Western Plus- Surprise and taking the time to leave a positive review! We're glad to hear that you enjoyed our delicious breakfast and convenient location. We strive to provide our guests with exceptional service and amenities, and we're thrilled to know that we succeed during your stay. We apologize for any issues or inconveniences that you experienced with the sink and light. We take all feedback seriously, and we will use your comments to improve our services for future guests. We hope that you will consider staying with us again in the future. Happy Travels!

10/10 Excellent

Daniel

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Lee on Oct 29, 2023
Thank you for taking the time to leave us such a kind review! We're thrilled to hear that you enjoyed your stay with us! We hope to have the pleasure of welcoming you back soon!

10/10 Excellent

Melissa

Stayed 1 night in Oct 2023
Response from Cynthia M on Nov 19, 2023
Thank you for taking the time to leave us such a glowing review! We're thrilled to hear that you enjoyed your stay with us and that our Best Western Plus left a lasting impression. Our team prides themselves on providing exceptional Customer service, and it's always great to hear when our efforts are recognized. We hope to have the pleasure of welcoming you back soon!Safe Travels!

8/10 Good

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good overnight in Surprise
We had a good nights sleep but there were other issues. The BW is being remodeled and the improvements are going in the correct direction - TV, desk, dresser, bathroom overall, and bed are improved. The toilet set is original and the finish is worn thru, doors worn, and the AC is noisy and has limited regulation so more items to go on remodel. The smell of smoking permeated the halls from time to time so something the hotel needs to look into.
Stayed 1 night in Oct 2023
Response from Cynthia M on Oct 25, 2023
Thank you, Robert for giving us your honest feedback! We appreciate your comments and concerns regarding our renovations. We will definitely be looking into a solution regarding the issues you encountered during your stay. We hope regardless of the issues you encountered you give us another shot when the time is right! We appreciate you taking timeout of your day to write us a positive review! Safe Travels!