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Reviews of SureStay Hotel by Best Western Castro Valley

2.5 out of 5
SureStay Hotel by Best Western Castro Valley
3954 E Castro Valley Blvd, Castro Valley, CA

Reviews

7.8

Good

Rating 10 - Excellent. 190 out of 630 reviews" "
Rating 8 - Good. 254 out of 630 reviews" "
Rating 6 - Okay. 96 out of 630 reviews" "
Rating 4 - Poor. 52 out of 630 reviews" "
Rating 2 - Terrible. 38 out of 630 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

7.6/10

Amenities

7.4/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

2/10 Terrible

Emily

Disliked: Cleanliness, staff & service, property conditions & facilities
Terrible service all around
Stayed 2 nights in Mar 2024
Response from Hotel Managment on Mar 13, 2024
On behalf of the Hotel Management our sincere apology for your previous stay with us and hope you don't hold the Hotel brand responsible? Each Hotel is independentlyowned and operated.and only we the management and staff of the Hotel feel liable for our action.

2/10 Terrible

Edward H

Disliked: Staff & service
Stayed 1 night in Mar 2024
Response from Les Jee on Mar 12, 2024
We apologize for your reservation that got canceled. I try to allow guest to check in for the date of the reservation as late as it take for the computers to update for the next day before it cancel for a no show. you were just to late.Mgr

10/10 Excellent

adrian

Liked: Cleanliness, staff & service, property conditions & facilities
The front dest always very helpful
Stayed 1 night in Dec 2023
Response from Les Jee on Mar 12, 2024
Thank you

8/10 Good

LouJean

Liked: Amenities
Quiet. Close to services Clean.
Stayed 2 nights in Feb 2024
Response from Les Jee on Mar 12, 2024
Thank you

6/10 Okay

Tou

Business traveler
Liked: Cleanliness, staff & service
This place is just cold and heater dont work well.
Stayed 1 night in Feb 2024
Response from Les Jee on Mar 12, 2024
we an do better

10/10 Excellent

jason, palestine

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Les Jee on Mar 12, 2024
Thank you

10/10 Excellent

Blanca

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I like the is close to everything, convenient after work. The room was very clean. It was a little noisy with the people next room. I'am always have a good night sleep.
Stayed 1 night in Jan 2024
Response from Les Jee on Mar 12, 2024
Thank you

8/10 Good

Laura

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The young lady at the front desk was nice and helpful.
Stayed 1 night in Jan 2024
Response from Les Jee on Mar 12, 2024
Thank you

2/10 Terrible

Mario

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

8/10 Good

Marc

Liked: Staff & service, property conditions & facilities
Priced right for the area. Clean and quiet
Stayed 3 nights in Dec 2023

6/10 Okay

Luis

Liked: Cleanliness, staff & service
Stayed 1 night in Nov 2023

6/10 Okay

Rithy

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Issue with Cleanliness
The front desk receptionist provided exceptional service, being pleasant, quick, and extremely helpful. However, it was regrettable that the room I stayed in was unsatisfactory. The bedding emitted odor, reminiscent of someone who had used tiger balm or eucalyptus oil, and it appeared that the bedding hadn’t been changed. Additionally, the carpet was worn-out and sticky. Although I considered requesting a different room, exhaustion got the better of me and I ended up using my own bedsheet to sleep on. I strongly encourage the hotel to enhance the training of their housekeeping staff to ensure a higher standard of cleanliness.
Stayed 1 night in Nov 2023

10/10 Excellent

Harett and Carlito

Liked: Cleanliness, staff & service, property conditions & facilities
excellent
Stayed 1 night in Oct 2023
Response from Les on Oct 18, 2023
The SureStay Hotel Castro Valley by Best Western and its staff would like to Thank You for your compliment and wishyou the Best of luck on your future travels and stays.Les Jee MgrSSHCV

4/10 Poor

Jim

Liked: Staff & service
Disliked: Cleanliness, room comfort
The room had a really bad smell. The room also has a weird layout. The price was decent, but I guess you get what you pay for. Breakfast is a boxed apple pie and boxes of cereal.
Stayed 1 night in Oct 2023
Response from Les on Oct 18, 2023
On behalf of the SureStay Hotel Castro Valley by Best Western. Management and Staff would like to apologize for your past stay with us. We took care of the issues you mention but the breakfast items these change often.I would like to mention if you have an issues with any hotels in the future tell the front desk so they can fix it. Best of luck in your future travels Les Jee MgrSSHCV

8/10 Good

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice stay!
Stayed 1 night in Oct 2023

10/10 Excellent

Blanca

Stayed 1 night in Sep 2023

8/10 Good

richard

Carpet needs a good washing.
Stayed 2 nights in Oct 2023
Response from Les on Oct 4, 2023
Hello Richard, funny you should mention that? our bi annualdeep cleaning on all of the rooms started on 10/1/2023 and they are just finishing room 203 your room that you stayed in will be deep cleaned by the end of the week. We hope to see you again in the future.Best WishesLes JeeMgr

10/10 Excellent

Rosalind

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Les on Oct 4, 2023
Thank you for staying with us, feel free to let us know what you think we can do to make it better.SureStay Management & Staff

10/10 Excellent

Kenneth

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I tried to check in at about 1:30 and the young woman told me I had to come back at 3:00. I wasn't expecting to get access to the room, I just wanted to check in so I wouldn't have to do it later. I think she just didn't want to deal with it and she knew she would be off shift by then. I had to make a special trip back at 3 and the older gentleman there checked me in and was very helpful. I later found out that other people were able to check in before three so that was a little disappointing. Other than that the hotel was great. Very clean.
Stayed 1 night in Sep 2023

4/10 Poor

Verified traveler

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from Les Jee on Sep 21, 2023
On behalf of the motel / Hotel i apologize for your stay and if you have a moment maybe you can comment onwhat made your stay unworthy? We hope to hear fromyou. Regards Les Jee Mgr

8/10 Good

Brian

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was fine.
Stayed 3 nights in Sep 2023
Response from Les on Sep 21, 2023
Thank You Brian.Les Jee Mgr

8/10 Good

Olivia A

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Honest review
The room was well equipped with a larger fridge, microwave, small table, large bathroom counter. Bed was rather firm but I did sleep well. The pillows were descent too. Our neighbors were playing music, not too loud but it was tough to sleep, but at 11 it went quiet, no other noise. So we were super grateful.
Stayed 1 night in Sep 2023

10/10 Excellent

Esteban

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good size parking lot
Stayed 1 night in Aug 2023

10/10 Excellent

Heba

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Aug 2023
Response from Les Jee on Oct 4, 2023
Thank you for staying with us, feel free to let us know what you think we can do to make it better.SureStay Management & Staff

8/10 Good

Jason

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Les Jee on Oct 4, 2023
Thank you for staying with us, feel free to let us know what you think we can do to make it better.SureStay Management & Staff

8/10 Good

Anthony

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in May 2023
Response from Les Jee on Oct 4, 2023
Thank you for staying with us, feel free to let us know what you think we can do to make it better.SureStay Management & Staff

10/10 Excellent

Robert

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Clean room in a pinch!
Had a household emergency and family needed a room for the night. Came in late (after 10pm) and the night clerk was very friendly and helpful. He was able to give us nice room, quickly. Room was very spacious and clean. Enjoyed coffee and breakfast snacks the next morning. Overall, a pleasant experience.
Stayed 1 night in Aug 2023
Response from Les on Oct 4, 2023
Thank you for staying with us, Hope to see you again in the future.SureStay Management & Staff

8/10 Good

Tracy

Stayed 1 night in Aug 2023
Response from Les Jee on Oct 4, 2023
Thank you for staying with us, feel free to let us know what you think we can do to make it better.SureStay Management & Staff

2/10 Terrible

Abdalla

Disliked: Property conditions & facilities
It’s a bad area Old building
Stayed 2 nights in Jul 2023
Response from Les, Jee. Mgr. on Jul 29, 2023
I'm a sorry to hear that your stay with us was unpleasant. and hope that you may have a much better time on therest of your trip?MGR

8/10 Good

james

Liked: Cleanliness, staff & service, property conditions & facilities
It was near where I had to go and there where restaurants and stores nearby
Stayed 2 nights in Jul 2023

10/10 Excellent

Hang

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jul 2023

6/10 Okay

Vilma, San Bernardino

Disliked: Staff & service
The front desk clerk said Expedia didn’t send them my booking so I waited 15 minutes looking for my booking - means Expedia is not good
Stayed 1 night in Jul 2023

10/10 Excellent

Harett and Carlito

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
accessible.
Stayed 3 nights in Jun 2023
Response from Ashley on Aug 21, 2023
Thank you for staying at the Sure Stay Hotel in Castro Valley Blvd. We are happy that we had made your stay a pleasant one and we hope we have met your standards. Hope you come again soon, until then have a great day!!

10/10 Excellent

Jannette

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2023

8/10 Good

Jim

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
A basic hotel at a reasonable price. Large grocery store across street. Plus a few small restaurants. Nothing else within walking distance.
Stayed 1 night in May 2023

8/10 Good

Wayne

Traveled with partner
Liked: Staff & service
IT WAS OK.
Stayed 3 nights in May 2023
Response from Les, Jee. Mgr. on May 23, 2023
THANK YOU

6/10 Okay

Verified traveler

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Unsure Stay
Check in was easy and the clerk was very friendly and accommodating. However, the room although clean has a very "old and stale odor" and the carpet was in need of replacement. After when has went out to pick up food and returned, we found the bathroom floor has water on the floor from a leak underneath the sink. This was about 9pm in the evening. When I placed a call to the front desk about the leak, I was told to place the waste basket underneath and a repair person would come in the morning. When I insisted that someone take a look that night, a gentleman came with a bucket and towel, dried the floor and placed the bucket under for drips. Informed me that it appeared that the washer was loose and in need of replacement. Since we were there for only one night, it would be repaired after our 11am check-out. We were not offered another room even though there were other rooms available. The continental breakfast was placed in the lobby on a counter and it was ok but we needed to take back to our room as there was no place to sat and eat there. There was a small shopping area across the street that had various stores and eateries that were convenient to the hotel. We went to the Safeway Store there to buy toilet paper as there was a half roll left in the bathroom for three people with no spare roll and the housekeepers had left the the evening. I would rate this hotel a 4/10 for the price we paid for the one night.
Stayed 1 night in May 2023

2/10 Terrible

Grace Hyeryung

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Posting picture and real are different. It was dirty and unsafe. The carpet was dirty, the wall had a bad smell, and the air conditioner was too dusty to turn on. The interior was also old, so it had a creepy atmosphere. Not worth the $184
Stayed 1 night in Apr 2023
Response from Les, Jee. Mgr. on Apr 11, 2023
We apologize for your stay this past week end and understand how you feel, We are starting our quarterly deep room cleaning which takes care of the above mentioned issues, we wish you the best in your Hotel stays and maybe consider trying us again in the future.

10/10 Excellent

LaShonda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023
Response from Les, Jee. Mgr. on Apr 11, 2023
Thank you Hope to see you in the future.

8/10 Good

MELVYN

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Very quiet place and close to grocery stores and restaurants.
Stayed 1 night in Mar 2023
Response from Sure Stay Hotel Castro Valley on Mar 31, 2023
Thank you for staying at the Sure Stay Hotel in Castro Valley. We are glad you enjoyed your stay and we hope we see you again!

10/10 Excellent

GWENITA

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly Receptionist, Safe, and Clean.
Stayed 1 night in Mar 2023
Response from Les, Jee. Mgr. on Apr 11, 2023
Thank you very much.We hope to be of service to you in the future.

8/10 Good

Jaswinder

Stayed 1 night in Mar 2023

10/10 Excellent

Berenice

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The rooms were clean and smelled good when you entered. Check-in was fast, with great customer service.
Stayed 1 night in Mar 2023
Response from Sure Stay Hotel Castro Valley on Mar 28, 2023
Thank you so much for staying at the Sure Stay Hotel in Castro Valley! We are glad to hear you enjoyed your stay. We appreciate your feedback and hope you have a wonderful day!

8/10 Good

Steven

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Feb 2023
Response from Sure Stay Hotel Castro Valley on Mar 17, 2023
Thank you for staying at the Sure Stay Hotel in Castro Valley. We appreciate your feedback and we are glad you enjoyed your stay. Have an amazing day and hope to see you soon!

10/10 Excellent

Debra

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quite happy staying here. The staff is helpful and kind. Free breakfast comes in handy and a good selection for the price.
Response from Sure Stay Hotel Castro Valley on Mar 9, 2023
Thank you for staying at the Sure Stay Hotel in Castro Valley! We are glad you enjoyed your stay, we hope to see you soon! Have an amazing day.

10/10 Excellent

Ivonne

Stayed 1 night in Jan 2023
Response from Sure Stay Hotel Castro Valley on Mar 10, 2023
Thank you for staying at the Sure Stay Hotel in Castro Valley! We are glad you enjoyed your stay and hopefully we will see you again!

10/10 Excellent

Deborah

Stayed 1 night in Jan 2023

8/10 Good

Maria

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Jan 2023
Response from Sure Stay Hotel Castro Valley on Mar 10, 2023
Thank you for staying at the Sure Stay Hotel in Castro Valley! We are glad you enjoyed your stay and hopefully we will see you again.

10/10 Excellent

Beth

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very kind staff.very professional
Stayed 1 night in Jan 2023

10/10 Excellent

Maricel

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2023
Response from Sure Stay Hotel Castro Valley on Jan 18, 2023
Thank you so much for staying at the Sure Stay Hotel in Castro Valley. We appreciate you taking your time giving us your feedback. As you know our guest's are important to us and we want everyone to be able to feel comfortable while they are staying here. From, Front Desk