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Reviews of SureStay Hotel by Best Western Grants

2.5 out of 5
SureStay Hotel by Best Western Grants
1608 E Santa Fe Avenue, Grants, NM

Reviews

7.4

Good

Rating 10 - Excellent. 315 out of 1000 reviews" "
Rating 8 - Good. 311 out of 1000 reviews" "
Rating 6 - Okay. 196 out of 1000 reviews" "
Rating 4 - Poor. 98 out of 1000 reviews" "
Rating 2 - Terrible. 80 out of 1000 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

6.8/10

Amenities

7.2/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

10/10 Excellent

Debbie

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We really enjoyed our stay here. The hotel was very comparable to other, more expensive hotels in the area with nice staff, good service, a nice breakfast with biscuits and gravy, oatmeal, healthy options, and great coffee and juices. This is our new go to spot for this area.
Response from NR on Apr 22, 2024
Dear Debbie, thank you for your business much appreciated. We try to keep our breakfast convenient for our guests to enjoy. We are glade you stay with us.

2/10 Terrible

Eric W.

Disliked: Cleanliness, staff & service, property conditions & facilities
Walls and cellings were thin. And they banged on my door at a little after 9am to get out.
Stayed 1 night in Apr 2024
Response from NR on Apr 18, 2024
Dear eric, We do apologize for the inconvenience We will be talking to the housekeeper that was knocking on the door so early in the morning. Hopefully next time is better

4/10 Poor

Johna

Traveled with family
Disliked: Property conditions & facilities
I was disappointed. The bathroom floor was all wet upon entering. I found that odd. Why give me THAT room when the hotel was not full?
Stayed 1 night in Apr 2024
Response from Nr on Apr 18, 2024
Dear Johna, We do apologize for the inconvenience We will be talking to the employees about this situation. Next time ask the front desk if you can move.

8/10 Good

Rebecca

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from NR on Apr 16, 2024
Dear Rebecca, Thank you for your business. We appreciate your kind review. We strive to give our customers the best customer service as possible.

10/10 Excellent

Heather

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from NR on Apr 16, 2024
thank you for your business we appreciate it

2/10 Terrible

Amanda

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from NR on Apr 15, 2024
We do apologize for the inconvenience thank you for your business.

8/10 Good

Mary

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Liked the room decor. The heating unit had a noisy fan. Over all everything good.
Stayed 1 night in Mar 2024
Response from NR on Mar 27, 2024
Dear Mary, We certainly apologoize for the inconvenience that may have caused you. We will look into this and make sure next guest does not have to worry about it.

2/10 Terrible

April

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
our room was dirty and smelled stale. there were stains on the pillows and the sheets. the floor was not swept. the bathtub had dirt on the bottom. the entire place was dirty inside and out. the lady who checked is in was nice and understanding. the next lady who checked us out looked dirty and was rude. we would never stay here again.
Stayed 1 night in Mar 2024
Response from nr on Mar 25, 2024
Dear April,,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. We do apologize for the unexpected issues in the room you experienced. Anytime during your stay please let the front desk know the issues and they would've gladly moved you to a different room. We are going to have a talk with our employees about the importance of our guests. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

6/10 Okay

Renee

Stayed 1 night in Mar 2024
Response from NR on Apr 15, 2024
thank you for your business.

10/10 Excellent

Greg

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Would stay again.
Stayed 2 nights in Mar 2024
Response from nr on Mar 25, 2024
Thank you for your kind words. We do appreciate your business and all of the guests that do business with us.

6/10 Okay

Dan

Business traveler, Traveled with partner
Liked: Cleanliness
Disliked: Staff & service
Toilet was stopped up, almost overflowed. Desk and chair were too close to front door, caused congestion with suitcases.
Stayed 1 night in Mar 2024
Response from NR on Mar 25, 2024
Dear Dan, We apologize for the congestion in the room. We do have King size available if the room was to be bigger and more comfortable.

2/10 Terrible

Christy

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked here on expendia and they asked for my credit card at check in for a refundable deposit but actually charged me again for the room on my personal acct. The staff was incompetent and I was never able to get a refund for the double charge even though I had all the proof of their stupidity!
Stayed 1 night in Jan 2024
Response from PP on Mar 16, 2024
Dear Christy,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact at the front desk. Sincerely,Management TeamSureStay by Best Western Grants

8/10 Good

John, Colorado Springs

Liked: Cleanliness, staff & service
Old motel upgrade that still shows its age.
Stayed 1 night in Mar 2024
Response from NR on Mar 25, 2024
Dear John, We do have a older hotel and we are working to do some more remodeling as the years go by. We do appreciate your business,

8/10 Good

Melody

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed one night on the way to AZ; adequate accommodations for weary travelers; there is a 100.00 deposit required, which I find ridiculous. Staff was friendly, room is simple & clean , bed was very comfortable, property was quiet all night; a decent place to stay & plenty of dining options; walking distance from Walmart.
Stayed 1 night in Mar 2024
Response from NR on Mar 25, 2024
Dear Melody, we do require the 100 for damage purposes, We do not think that all guests will do that its just a pre-caution and preauthorization. we do appreciate your business

2/10 Terrible

Michael

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Incompetent staff & not enough to handle check ins. It took me 45 minutes before I got a room key & 2 sides of paperwork to fill out. Other guests were less patient and walked out but I pre paid Expedia a non refundable rate so I did not have that luxury. There are no elevators all rooms are accessed from outside with stairs on upper level. I had recent surgery so I asked for a main level room but claimed she had none available which was odd or a lie as the parking lot only had a dozen cars in it. Worst motel on my Travel through a month in 7 states. The breakfast offering was junk an embarrassment. Oh, and toilet was clogged upon arrival but the TV worked & bed was better than sleeping in my car. Even the I’ll leave the light on for you low end chain is a resort compared to this un sure stay Best Western dump
Stayed 1 night in Mar 2024
Response from PP on Mar 11, 2024
Dear Michael,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact the hotel. Sincerely,Management TeamSureStay by Best Western Grants

8/10 Good

Phil

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024

6/10 Okay

Yens

Business traveler
I’ve been in better places
Stayed 1 night in Mar 2024

8/10 Good

Martha, Wellsville

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I do wish that walmart was more acceptable by car.. The beds were VERY comfy.
Stayed 1 night in Feb 2024

2/10 Terrible

Robert

Stayed 1 night in Feb 2024
Response from NR on Mar 25, 2024
Dear Robert, We greatly apologize for not meeting your expectations. If you have any questions don't hesitate to call the front desk, they will help you with what you need.

10/10 Excellent

Joseph

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Girl that checked us in was just fantastic and efficient!!!
Stayed 1 night in Feb 2024
Response from NR on Feb 20, 2024
we appreciate your business. Thank you for staying with us

6/10 Okay

FREDDIE

Business traveler
Disliked: Staff & service
Plain
Stayed 1 night in Feb 2024
Response from NR on Feb 20, 2024
we apologize for the inconvenience. We appreciate your business and will fix the issues for the next guests

2/10 Terrible

Michele

Stayed 1 night in Feb 2024
Response from NR on Feb 19, 2024
we aplogize for the inconvenience on the night of your stay. We do appreciate your business.

10/10 Excellent

Chance

Traveled with pets
Liked: Staff & service, amenities, property conditions & facilities
Amazing place to stay. There was just some cars bumping load music in the parking lot and some loiters’
Stayed 1 night in Feb 2024
Response from NR on Feb 9, 2024
thank you for your feedback. we will correct the issues. we appreciate your business

10/10 Excellent

Bonnie

Stayed 1 night in Feb 2024
Response from NR on Mar 25, 2024
we appreciate your business thank you for staying with us.

2/10 Terrible

Kevin

Traveled with family
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
Driving for 21 hours, you just want to be able to stop at a hotel, relax, and sleep. You have to upgrade to a "suite" so you have a roll-away bed they claim is upstairs in the closet. We find out there's no elevator, and this "suite" is the only room that's inside the hotel; it's a straight staircase with small steps. Already tired, carrying our luggage upstairs. I finally get settled in the room, and I go into the closet to get the roll-away bed, and guess what?! It's not there. I asked about it; they only had one worker working that whole night, a sweet older lady, whom I felt bad for. So I had to help pull/carry the roll-away bed upstairs; I didn't know I worked there?! To top off this horrible experience, my brother has health issues, so he makes fresh keefer for his gut health and puts it in the fridge in the hotel room. The keefer is completely frozen, the fridge doesn't work, and it costs 30 dollars to make. I am furious at this point. In the morning, when I complain to the manager, I am told that we have to go through expedia for a refund, not them. If they answered their phones, I would have booked with them; I called multiple times with no answer. I start that process, and Expedia informs me they cannot get approval for a refund from the manager. So between having to carry my bags upstairs, then having to carry a bed upstairs, and we lose out on our drinks because they freeze, they don't reimburse?! It was one of the worst experiences I have had at a hotel.
Response from NR on Jan 31, 2024
I apologize for the inconvenience. We will make sure this doesn't happen again to any guest.

10/10 Excellent

Pamela

Liked: Property conditions & facilities
Enjoyed our stay, pretty quiet, we slept well.breakfast was really nice.waffles, buiscuitsand gravy,bread items, oatmeal, cereals coffee and juices Staff friendly,room clean.
Stayed 1 night in Jan 2024
Response from NR on Jan 29, 2024
we appreciate your business. Glad you enjoyed your stay with us.

10/10 Excellent

Wayne

Traveled with pets, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff is very friendly and extremely helpful, a big thumbs up!
Stayed 1 night in Jan 2024
Response from nr on Jan 25, 2024
thank you for your feedback.

8/10 Good

Stephen

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was clean and comfortable. Not super fancy, but that’s not what they’re going for. Fine for a one night stay. Would stay here again.
Stayed 1 night in Jan 2024
Response from nr on Jan 25, 2024
Thank you for your stay. appreciate the feedback

10/10 Excellent

Lisa

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value and comfy beds
Comfortable stay with very friendly front desk. Breakfast was fine but wished we had some protein choices, like we’ve had at other Sure Stay properties, such as eggs or sausage
Stayed 1 night in Jan 2024
Response from NR on Jan 23, 2024
thank you for your feedback. we will look into these suggestions.

10/10 Excellent

Sidney

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Receptionist was nice and informative. The room was clean & well-appointed.
Stayed 1 night in Jan 2024
Response from NR on Jan 15, 2024
thank you for your stay. your feedback is much appreciated.

10/10 Excellent

PAMELA

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from NR on Jan 23, 2024
thank you for your feedback

6/10 Okay

Michael M

Traveled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
The young lady checking us in was very conscientious and helpful. We didn’t realize the hotel had outside doors facing a parking lot with vehicles 8 feet from our door. There were large pickup trucks that left the motors running half the night. Noisy and smelly. Breakfast ok.
Stayed 1 night in Jan 2024
Response from NR on Jan 10, 2024
Dear Michael,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact meSincerely,Management Team

4/10 Poor

Brent M

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Diedre at the front desk was excellent. The door didn't shut tight, there was light and cold air coming through. The cabinet was broken and there were greasy finger prints on the wall next to the shower.
Stayed 1 night in Jan 2024
Response from PP on Jan 8, 2024
Dear Brent M,On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me at Hotel number. Sincerely,Management TeamSureStay by Best Western Grants

10/10 Excellent

santiago

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from NR on Jan 23, 2024
thank you for your review, much appreciated

10/10 Excellent

James, Palmdale

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It is next door to a Denny's and right off the interstate.
Stayed 1 night in Dec 2023
Response from NR on Jan 23, 2024
thank you for your review much appreciated

4/10 Poor

Liliana

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Dec 2023
Response from PP on Dec 18, 2023
Dear Liliana,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me calling the front desk Sincerely,Management TeamSureStay by Best Western Grants

8/10 Good

Kelley

Stayed 1 night in Dec 2023
Response from NR on Dec 29, 2023
thank you staying with us. glad to hear you had a good experience.

10/10 Excellent

Kenneth

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from NR on Dec 29, 2023
thank you staying with us. glad you enjoyed your stay

10/10 Excellent

Nicole

Liked: Cleanliness, staff & service, property conditions & facilities
Check in process was smooth and the desk clerk was pleasant!
Stayed 1 night in Dec 2023
Response from NR on Dec 29, 2023
thank you for staying with us. we are glad you enjoyed your stay.

8/10 Good

Rose

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from NR on Feb 7, 2024
thank you for your review. we appreciate your business

10/10 Excellent

Tam

Liked: Cleanliness, staff & service, property conditions & facilities
The room was ready and very clean. The staff was extremely helpful.
Stayed 1 night in Dec 2023
Response from NR on Dec 29, 2023
thank you for staying with us. glad you enjoyed your stay.

10/10 Excellent

Manolo

Stayed 1 night in Nov 2023
Response from PP on Dec 6, 2023
Thank you for choosing to stay at Sure Stay by Best Western in Grants. We look forward to seeing you next time when you're in Grants, NM.

10/10 Excellent

Eileen

Stayed 1 night in Nov 2023
Response from NR on Dec 21, 2023
Thank you for your review. We are glad you enjoyed your stay with us.

4/10 Poor

Tony

Business traveler
Disliked: Cleanliness, property conditions & facilities
Very poor condition of room. No room service during stay
Stayed 7 nights in Nov 2023
Response from PP on Nov 28, 2023
Dear Tony,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. I was informed by the housekeeping and front desk that you had an DND (do not disturb) by the front door, When we see that we aren't allowed to go inside of the room to clean until guest checkouts. Sorry for the invoice.Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely,Management Team SureStay by Best Western Grants

8/10 Good

John

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very happy with our stay, the young lady that checked us in was very courteous and helpful. The noisy people in the room above us was the only negative about the whole stay.
Stayed 1 night in Nov 2023
Response from PP on Nov 28, 2023
Dear John,Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.If we can be of assistance in the future, please don't hesitate to contact the front desk.Thank you again for taking the time to complete the survey. We appreciate you.Sincerely,Management TeamProperty #53005 SureStay by Best Western Grants

10/10 Excellent

James

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The woman behind the counter was wonderful. Very pleasant, great sense of humor, and she call the room 15 minutes after I settled in to make sure everything was alright. The room was clean and comfortable. Had everything I needed. One thing, I have never seen toilet paper that thin! It did allow me to get in touch with my inner self. Not a deal breaker though. I will stay here again. But I’ll bring my own skid paper.
Stayed 1 night in Nov 2023
Response from pp on Nov 27, 2023
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.If I can be of assistance in the future, please don't hesitate to contact me at 5052877000.Thank you again for taking the time to complete the survey. We appreciate you.Sincerely,Management TeamProperty #53005 SureStay by Best Western Grants

6/10 Okay

Emily

Traveled with family
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
We stayed in Room 203! there was a musty smell in the room. Like wet or moldy! Also fencing around the building. I know they were putting asphalt but there was limited parking and it was hard to get around the hotel. Staff were friendly and breakfast was good!
Stayed 1 night in Nov 2023

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We were in a room at the end of the building and had no wifi. The blow dryer was broken and the hot water only got luke warm not hot. The room was clean and large.
Stayed 1 night in Nov 2023

6/10 Okay

Sherry

Stayed 1 night in Nov 2023
Response from PP on Nov 21, 2023
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 5052877000.

10/10 Excellent

Deena

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very pleased with our stay. The hot breakfast was excellent thevroom was extreme clean the shower has high water pressureand the bed was comfortable. Highly recommend
Stayed 1 night in Nov 2023