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Reviews of Surestay Plus Ht By BW Portland Route 52 West

3 out of 5
Surestay Plus Ht By BW Portland Route 52 West
9239 Highway 52, Portland, TN

Reviews

8.0

Very Good

Rating 10 - Excellent. 106 out of 239 reviews" "
Rating 8 - Good. 75 out of 239 reviews" "
Rating 6 - Okay. 32 out of 239 reviews" "
Rating 4 - Poor. 13 out of 239 reviews" "
Rating 2 - Terrible. 13 out of 239 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

7.4/10

Amenities

8.2/10

Property conditions & facilities

Reviews

8/10 Good

Verified traveler

Stayed 2 nights in Mar 2021

2/10 Terrible

Verified traveler

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
don't stay there
Stayed 1 night in Feb 2021
Response from Christina on Feb 13, 2021
We are sorry for the inconvenience, We can understand that your stay did not meet your expectations. Do not worry we will strive hard to serve better. Do give us another opportunity and we will ensure that you experience the comfort and hospitality we are known for. Hope to welcome you soon. Regards, Christina!

4/10 Poor

Verified traveler

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Nope not at all
The stay would have been better and I wouldn’t have checked out the same night if the hallway hadn’t been exposed unfinished drywall, the bathroom mirror was cracked, dirty towels, barely hot water too. My room was apparently next to a loud couple and over the bar so I got to hear arguing from the room next door and a bunch of drunks yelling in and outside. I won’t stay again.
Stayed 1 night in Feb 2021
Response from Bruce on Feb 7, 2021
Hi, we sincerely apologize for the trouble caused. Your comments will help us in taking care of future guests more resolutely. Regards, Bruce

10/10 Excellent

Tim

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It was a nice stay. There was an issue with the reservation and the room that I wanted was overbooked. But I only gave them a 24 hour notice so it wasn’t a big deal. They had another room available and agreed to refund my money from my first reservation. The staff was friendly and helpful.
Stayed 1 night in Jan 2021
Response from Leo on Jan 28, 2021
We are sorry to know this, Tim! Thanks for notifying this concern to us. We will surely escalate this to the relevant team to take corrective action and to make sure it is not repeated in the future. Regards, Barbara

4/10 Poor

Danny

Traveled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Had to change rooms 3 times and discount next door was no good
Stayed 1 night in Jan 2021
Response from Marie on Jan 14, 2021
Hi, Danny! We are sorry to know that your experience with us has not been a pleasant one. We will work on your feedback to provide the best possible experience next time. Regards, Marie!

4/10 Poor

Peg, Illinois

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The room was disgusting! Stains on the walls, stains on the bed skirt, black spots in the tub, hair in the tub. I appreciate the guy at the front desk getting as a couple beers after a twelve hour drive, that’s the only good thing I could say. No one on the staff wore masks. Obviously they weren’t doing extra cleaning for guests safety. Coffee was bad. Stay somewhere else.
Stayed 3 nights in Nov 2020
Response from Leo on Dec 4, 2020
We are sorry for the inconvenience caused to you. We will surely look into this issue and will put our best efforts to enhance your experience. Regards, Alex

8/10 Good

Rebecca

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2020
Response from Bella on Nov 23, 2020
Hi, Rebecca! We are grateful that you took the time out to rate us highly. We feel blessed to have your support. Regards, Bella!

8/10 Good

James

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2020
Response from Leo on Oct 14, 2020
Thanks for the positive rating, James! Hope to welcome you again soon. Regards, Leo

10/10 Excellent

Rae

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Stay
Very happy with our stay. The room was clean, no leaks in the bathroom, fridge was cool. We had to get help with the TV and the clerk was upstairs really quick. Also had problems with room keys, those were solved quickly. Breakfast was nice. Only complaint in our two queen beds room. One of the beds had a sink hole in the mattress lol. The hotel was very nice.
Stayed 2 nights in Sep 2020
Response from Leo on Oct 2, 2020
Hi, Rae! Thanks for spending your valuable time writing this review. Feedback and suggestions of our valued guests like you always motivate us to improve continuously. Regards, Leo

4/10 Poor

Heather, Sevierville, Tn

Traveled with partner
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
The air conditioner doesn't allow you to set it cool enough to make the room comfortable. I've stayed here twice and both rooms were like this. The TV in the roos are a small 32 in TV which is way to small for the room size. House keeping tried to come in my room while knocking instead of giving me time to respond . The pool is closed due to covid-19. I've been to several hotels pools all open. This is a sorry excuse to not have the pool open. It was very clean, no bed bugs, bathroom was very clean but the toilet leaked water onto the floor. I may stay here again because on it being close to the family I was visiting but I will be asking to see the room before I book my next stay here. There's a restaurant bar below the hotel that is really nice and food is excellent.
Stayed 1 night in Aug 2020
Response from Thomas on Sep 2, 2020
Hi, Heather! We are extremely apologetic for the unpleasant experience you had with us. Your feedback has been duly noted and we shall put in our continuous efforts to ensure better experience further. Regards, Thomas

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Aug 2020
Response from Jaime on Sep 1, 2020
Thank you for rating us highly. We are glad to know that services offered by us meet your expectations and we will endeavour to keep it up. Regards, Jaime

6/10 Okay

TNGirl, Nashville, TN

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
I’ve stayed here several times... but the bed this time was awful... 216 needs a new mattress...
Stayed 1 night in Aug 2020
Response from Cheshta on Aug 12, 2020
We are sorry that the stay turned out to be an average one. We have updated the feedback and the issues that troubled you with our team. Regards, Jacob

10/10 Excellent

Henry

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jul 2020
Response from Zack on Aug 6, 2020
Hi, Henry! Glad to see that you have rated us positively. Hope to serve you soon with a wonderful stay. Regards, Zack!

2/10 Terrible

KD, Springfield, IL

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The signage for this property still shows as Comfort Suits. The hallway carpets are stained- dirty. Walls have marks on them, not sure what it is. We didn't dare eat anything from this hotel. Only stayed cause we were visiting family. This hotel also has a restaurant/bar attached it to. At night it was hard finding parking, cause of all the bar patrons.
Stayed 3 nights in Jul 2020
Response from Bella on Aug 4, 2020
Apologies for the inconvenience caused, we have marked a note for the experience you had with us to ensure your next stay is pleasant. Wish you a wonderful day ahead. Regards, Bella!

4/10 Poor

Verified traveler

Traveled with family
Disliked: Cleanliness, staff & service
The hotel was not very clean. There was a bag of trash in the hallway for more than a day, the stairway was littered with trash and there was gum stick on the wall of our room. When the maid cleaned my room she left the door ajar, luckily nothing was taken.
Stayed 4 nights in Jul 2020
Response from Bryce on Jul 29, 2020
Hi, we sincerely apologize for the trouble caused. Your comments will help us in taking care of future guests more resolutely. Regards, Bryce

10/10 Excellent

Verified traveler

Stayed 1 night in Jul 2020
Response from Jack on Jul 25, 2020
Thank you so much for rating us positively, we will endeavour to keep it up. Have a nice day. Regards, Jack

10/10 Excellent

Heine

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2020
Response from Marie on Jul 24, 2020
Thanks for rating us positively, Heine! Glad to see that the services offered by us meet your expectations, we will endeavor to keep it up. Regards, Marie!

2/10 Terrible

Verified traveler

Disliked: Cleanliness, amenities, property conditions & facilities
Very disappointed in the rating said 4.1! The place was a dive. Holes on the ceilings, buckets to catch water along the hallway. Got the jetted room. The handles for the jetted tub were off soon a wrench next to it. There was a big water damage in the ceiling as well. Stains on the couch, went to take shower the floor towel was stained yellow and one towel had hair in it. I had a really bad migraine the whole time being in hotel and was sneezing. The smell was horrible. I'm so surprised that it had good reviews, otherwise I would of went elsewhere!! Definitely would like my money back from that horrible place. Do not recommend at all.
Stayed 1 night in Jul 2020
Response from Bella on Jul 23, 2020
We are apologetic for the unpleasant experience you had with us. Your feedback has been duly noted and we shall put in our continuous efforts to ensure a better experience in the future. Regards, Bella!

10/10 Excellent

Susan G

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2020
Response from Chris on Jul 9, 2020
Hi, Susan! Thank you for the positive rating.Looking forward to your continuous love and support. Regards, Chris

4/10 Poor

Ken

Stayed 1 night in Jun 2020
Response from Christina on Jul 11, 2020
Hi, Ken! We are sorry to see that you are not completely satisfied with the services. Be assured, we are striving day and night to make sure your future visits are nothing less than amazing. Regards, Christina!

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient right off the interstate.
Stayed 1 night in Jun 2020
Response from Cheshta on Jun 26, 2020
Thanks a lot for staying with us and for the positive feedback. Looking forward to giving an amazing experience on your stay. Regards, Jacob

10/10 Excellent

Daniel

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice motel and friendly staff!
Stayed 1 night in Jun 2020
Response from David on Jun 21, 2020
We are happy to see you liked the stay, Daniel! It will be great if you could spread the word among your circle. Have a pleasant day ahead. Regards, David!

10/10 Excellent

Patricia

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly staff
Wonderful staff, pleasant stay
Stayed 1 night in Jun 2020
Response from Chris on Jun 10, 2020
Hey, Patricia! Thank you so much for the wonderful rating. Please share your views in the future as well. Have a nice day! Regards, Chris

4/10 Poor

laura

Traveled with group
Disliked: Cleanliness, room comfort
Disappointed, Outraged, Disgusted.
The gentleman at the front desk was very helpful and friendly. Thats about all I have positive to say. I was in town for a wedding. The hotel and hallways were sweltering, the rooms were dirty and smelled of smoke, the air conditioner freezes and shuts off then drips water on the floor so gross and also leaves a musty smell in the room. Housekeeping knocks on your door even when you have the Do Not Disturb sign on the door. The things that makes me the angriest is that the day we were to check out, we were going to clean and gather decorations and food from the brides room for her, she left the DND sign on her door but because the housekeeper didn’t hear anyone when she knocked she proceeded to go in and throw all of our decorations away and stole the food. Her answer was “sorry” and a shrug of her shoulders for the decorations and 100% denial of taking anything but we all know it was there. We were told to call the general manager and that’s all we got. I guarantee you I will be calling and expect a refund. We had 7 rooms total for this wedding. Disgusted doesn't describe it. I would never recommend this hotel and will encourage every person in our party to write an honest review. So very disappointed.
Stayed 2 nights in Jun 2020
Response from Jack on Jun 8, 2020
Something like this should not have happened, Laura! We are extremely apologetic to hear such kind of hassle faced, however, this has been highlighted with our team to take necessary measures so that such issues do not repeat. Regards, Jack

10/10 Excellent

Emma

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly staff, clean room. Great experience!
Stayed 1 night in May 2020
Response from Joel on Jun 5, 2020
Hey, Emma! We shall continue to make you happy and satisfied with our services. Hope to serve you better always! Regards, Joel

4/10 Poor

Verified traveler

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Staff was extremely polite and apologetic about condition of hotel. Sheets were dirty in our first room and we asked for a different room. Second room sheets weren't dirty, but not fresh. Breakfast looked terrible, we did not eat. Shower wouldn't get hot. So many rules posted on windows and walls made me feel like they were doing me a favor. The young man that checked us in went above and beyond the call of duty, a true gentleman!
Stayed 1 night in May 2020
Response from Jane on May 13, 2020
Sorry for the discommode, Thanks for notifying us and we will surely work towards a better guest experience in the future. Regards, Jane

8/10 Good

Verified traveler

Stayed 1 night in May 2020
Response from Jose on May 13, 2020
Hi. Thanks for appreciating our efforts by rating us positively. Looking forward to hosting you again soon with a pleasant experience. Regards, Jose

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2020
Response from Barbara on May 11, 2020
Hi. Thank you very much for being with us. Looking forward to your continued love and support: Regards, Barbara

10/10 Excellent

June G

Stayed 2 nights in May 2020
Response from Arthur on May 18, 2020
Hi, June! Thanks a lot for staying with us and rating us positively. Looking forward to hosting you soon. Regards, Arthur

10/10 Excellent

James

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very clean and nice stay!
Stayed 1 night in Mar 2020
Response from Markus on Apr 2, 2020
Hi, Your kind words of appreciation always motivate us to serve you better. Stay connected with us and we will put in our continuous efforts to retain this love. We wish you an amazing day ahead! Regards, Markus

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Mar 2020
Response from Cheshta on Mar 28, 2020
Hey! Thanks for rating us. We will make more efforts to serve you even better next time. Have a great day ahead. Regards, Jordan

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was clean. Staff wa svery knowledgeable and helpful. Was quiet. Clean rooms and facilities
Stayed 2 nights in Mar 2020
Response from Ammy on Mar 27, 2020
Hi, We are elated to know that you liked our services. Regards, Ryan

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, nice folks and a great rate. We were super pleased
Stayed 3 nights in Mar 2020
Response from Cheshta on Mar 19, 2020
Thank you for your appreciation, We hope to give you a consistent service every time. Regards, James

8/10 Good

Verified traveler

Traveled with family and small children
Liked: Staff & service, amenities
For the price, it wasn't too bad ($65/night), the front desk guy was nice. The property was in ok to moderately good condition. Got a coupon for the bar next door, but it was way too loud to take the kids to. Breakfast was fairly normal except the juice and waffle mix were very watered down.
Stayed 1 night in Mar 2020
Response from Cheshta on Mar 18, 2020
Hey, Thanks for rating us positively. We do apologize for the trouble faced. We have forwarded your feedback to our concerned team to ensure your next visit is more comfortable and relaxing. Regards, Juan

10/10 Excellent

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We arrived late like after 11pm. We were greeted by a very friendly front desk agent, he was super friendly chatting with us while he checked us in. He offered a complimentary drink for my wife and Myself at the bar next door. He also offered to run next door to put in a food order For us while we took our bags to the room before the kitchen closed. The next morning he was still there putting out breakfast and greeted us again and asked how the night was and to travel safely to our next stop. The hotel was very clean and was priced extremely well for the experience we had. We will for sure stay here again if we pass through and need a place to sleep.
Stayed 1 night in Mar 2020
Response from Cheshta on Mar 18, 2020
Hi, We are pleased to know you had an awesome stay with us. Your precious words of appreciation meant a lot to us, hope to serve even better soon. Regards, Juan

10/10 Excellent

WesD, Nashville TN

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great bar/Resturant located on site. Always friendly staff and food service staff.
Stayed 1 night in Mar 2020
Response from Cheshta on Mar 17, 2020
Thank you for your appreciation, We hope to give you a consistent service every time. Regards, Jake

6/10 Okay

Frequenttravel, Tennessee

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Took my credit card for security deposit. No problem doing so but was told it would take 3 to5 days to credit my account. Still showing pending on my bank statement. Should of never charged my card in the 1st place! Im to old to be running off with a tv or lamp when all I had was a back pack. And no i dont smoke either!
Stayed 1 night in Mar 2020
Response from Cheshta on Mar 17, 2020
We truly regret the distress caused, We have highlighted this to our concerned team and be assured the corrective measures will be taken to resolve it appropriately. Regards, Jake

8/10 Good

David

Business traveler
Liked: Staff & service
Nice hotel, nice people
Nice hotel next to a good restaurant. The shower was dirty with women’s hair. I would still stay there again but it would be nice to have a cleaner shower.
Stayed 4 nights in Mar 2020
Response from Cheshta on Mar 15, 2020
Hey, David! Thank you so much for the positive rating and taking out your valuable time to share the review with us. We will strive to ensure your future visits are nothing less than perfect. Have an awesome day ahead! Regards, Jose

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness, amenities
booked a king room and were not notified until we walked into our room and saw double queen beds. Then staff after walking back down the explained there were not any available. One of Our keys did not work. The room was clean.
Stayed 1 night in Mar 2020
Response from Cheshta on Mar 14, 2020
Thank you so much for the positive rating, Thank you for sharing this with us, we have duly noted your feedback and we will strive for a better experience in the future. Regards, Jose

8/10 Good

Robert

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice size room and comfortable beds. Breakfast was good. The pool was a little too cold. The bar closed at 10 o’clock and that’s when we arrived. The only issue was the A/C leaked and the carpet was wet.
Stayed 1 night in Mar 2020
Response from Cheshta on Mar 11, 2020
Hi, Robert! Thank you so much for writing the review and rating us positively. We will make sure you have an amazing experience on your next stay. Regards, Jake

6/10 Okay

Verified traveler

Stayed 1 night in Mar 2020
Response from Cheshta on Mar 11, 2020
Hi, We are sorry to know that you are not completely satisfied with our services. Be assured, we will strive day and night to make sure your future visits are more comfortable and relaxing ones.Regards, Jake

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location
Great customer service, quiet location. Could use a little more attention to detail when cleaning.
Stayed 2 nights in Mar 2020
Response from Cheshta on Mar 11, 2020
Thanks for sharing your valuable feedback, Surely, we will work on this to enhance your experience in the future. Regards, Jake

10/10 Excellent

Susie

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It
Stayed 1 night in Mar 2020
Response from Ammy on Mar 11, 2020
Thank you so much for the wonderful rating, Susie. We hope to host you again soon. Have a nice day ahead. Regards, Ammy

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2020
Response from Cheshta on Mar 2, 2020
Glad to see that you have rated us super, Hope to serve you soon with an even more happening stay. Regards, Chris

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and staff is great and very sweet and friendly
Stayed 1 night in Feb 2020
Response from Cheshta on Feb 28, 2020
Great to hear this, Thanks for being part of our family and we will always strive to keep up with your expectations. Regards, Cheshta

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Property just changed from being a Comfort Suites location. Spacious, comfortable rooms. Nice location just off of I-65.
Stayed 1 night in Feb 2020
Response from Cheshta on Feb 14, 2020
Hi, Delighted to see you liked our services. Do give us more chances to delight you in the future as well. Regards, Cheshta

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2020
Response from Shawn on Jan 23, 2020
Thank you for taking the time to complete the online survey provided by the Travel Website you utilized for booking your stay. I hope that you found your stay pleasing and if there is anything that you feel pertinent to guest satisfaction that you need or want to share with us, please don’t hesitate to contact us to provide that information. We hope that in the future if you are our way that you will stay with us again. Sincerely, Shawn Gregory Assistant General Manager Comfort Suites of Portland - TN546

8/10 Good

Daniel

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2020
Response from Shawn on Jan 13, 2020
Thank you for taking the time to complete the online survey provided by the Travel Website you utilized for booking your stay. I hope that you found your stay pleasing and if there is anything that you feel pertinent to guest satisfaction that you need or want to share with us, please don’t hesitate to contact us to provide that information. We hope that in the future if you are our way that you will stay with us again. Sincerely, Shawn Gregory Assistant General Manager Comfort Suites of Portland - TN546

8/10 Good

Verified traveler

Liked: Staff & service, room comfort
Nice stay, but bed sheets were wrinkled
Stayed 1 night in Dec 2019
Response from Shawn on Jan 7, 2020
Thank you for taking the time to complete the online survey provided by the travel site utilized. We are pleased that you enjoyed your stay and provided your feedback. All guest input is greatly appreciated and utilized to help us to understand where we excel, or where we need improvement. We hope that if you are our way in the future that you will again choose Comfort Suites of Portland. Sincerely, Shawn Gregory Assistant General Manager Comfort Suites of Portland - TN546

8/10 Good

Charma

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The Gentlemen at the Front Desk
I checked in on Saturday, 12/28/19 around 2:30 pm and the gentleman that was working the front desk was absolutely wonderful. He was pleasant, gave us information and a flyer pertaining to the bar and grille downstairs. BUT the biggest act of gratitude was when he assisted me in mopping up a throw up in our room bathroom because my son got sick. To that young man (I hate I don't remember your name but your friendly smile) THANK YOU for making our stay one to remember. Happy 30th birthday and Happy NY!
Stayed 1 night in Dec 2019
Response from Shawn on Jan 2, 2020
Thank you for taking the time to complete the online survey provided by the travel site utilized. We wanted to take this opportunity to also thank you for your positive comments regarding Doug during your recent stay with us. I have shared these comments with Doug, and he is all grateful for your kind words. We hope that if you are this way in the future, we hope that you will stay with us again. Sincerely, Shawn Gregory Assistant General Manager Comfort Suites of Portland - TN546