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Reviews of SureStay Plus Hotel by Best Western Brandywine Valley

2.5 out of 5
SureStay Plus Hotel by Best Western Brandywine Valley
1807 Concord Pike, Wilmington, DE

Reviews

6.6
Rating 10 - Excellent. 270 out of 1004 reviews" "
Rating 8 - Good. 222 out of 1004 reviews" "
Rating 6 - Okay. 184 out of 1004 reviews" "
Rating 4 - Poor. 143 out of 1004 reviews" "
Rating 2 - Terrible. 185 out of 1004 reviews" "

6.6/10

Cleanliness

7.6/10

Staff & service

6.4/10

Amenities

6.2/10

Property conditions & facilities

6.4/10

Eco-friendliness

Reviews

4/10 Poor

Rebecca

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
When checking in the staff was very friendly. We got to our room and it was less than appealing. We opened the door and the TV credenza was out away from the wall by a good almost foot. There was a chair sitting crooked blocking your way to the bed on one side almost like they were not expecting to use that room. So we go to dinner and come back. I got the room because it was a jacuzzi room (the only reason we stayed in a hotel room). So I fill the tub and I notice one of the jet covers is broke no big deal. I get in and a bug apparently falls off my foot from their floor. Then I go to turn the jets on and gunk comes out and the power from jets literally barely moves the water then it stops moving the water!!!! So it becomes a deep bathtub. I get out and moves the crooked chair to get in bed and the floor in dirty. On top of all this the bed is uncomfortable AND the thermostat dial on the heater/ac was broke.
Stayed 1 night in Apr 2024

2/10 Terrible

Christine

Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Apr 2024

8/10 Good

Kendra

Travelled with partner
Liked: Cleanliness, staff & service, amenities
The property is semi hidden. I only stayed one night and I booked the jacuzzi room. It was near the garbage area so it was pretty noisy from time to time due to housekeeping going back there. They may need to exterminate because a roach was in the room but that was the only one I seen. Tv had minimum channels, jacuzzi was small so if you’re traveling solo then you shouldn’t have a problem. Staff was very hospitable.
Stayed 1 night in Apr 2024

8/10 Good

Tyler

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place for the price. Felt safe, and clean. Fabulous staff.
Stayed 1 night in Apr 2024

4/10 Poor

Christopher James

Travelled with family, Business traveller
Disliked: Amenities, property conditions & facilities
States 24/7 gym even though the door lock been broke for months and the won't fix apparently. Very inconvenient when the facility was greatly needed for athletes competing at USA MUAY ThAI this past weekend. Simple solutions could have fixed this..
Stayed 4 nights in Apr 2024

4/10 Poor

Federico

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Though we arrived for our check in late, just getting into a room took a little while. The front door was locked and there was a number to call to get someone to the reception. I called and called and I couldn't get a response from the phone. It was only until another guest pulled up to the front with her car and honked several times that someone came to the door. The man from reception came to the door with no shoes on. I understand it is late at night but if you have a number to call to reach someone, someone should at least be available or be ready to answer the call. Also, I would think the staff would try to look a little more presentable when receiving guests. He claimed that he did not hear the phone ring or there were no messages on the phone. The room itself was definitely not up to par. Walls need to be plastered and painted. There was an odor in the air when we came it. The flooring in the bathroom of our room was loose near the toilet. The room was not clean when we arrived; there was dust in the corners in the bathroom and near the tall lamp by the air conditioner. All the baseboards looked dirty as if some liquid was spilt on them. Overall, the room didn't really make us feel at ease despite a short stay. I will say that during the day, the person that was at the reception desk when I was having trouble getting into my room before I left was very helpful and thorough about the key card and the door scanners.
Stayed 2 nights in Mar 2024

4/10 Poor

April

Travelled with family and small children, Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities
Staff were all incredibly helpful, courteous, and kind. The hotel itself though was not the best condition, especially for only being a little bit less money than the higher end chains nearby. The hotel was a bit rundown in the rooms and corridors though; rusty doors, cracked glass, chipping paint and cracking walls, etc. The door to enter our room didn’t even shut all the way by itself, you had to jam it shut to actually latch. I wish I would have paid a little bit more to have stayed in a nicer hotel downtown.
Stayed 1 night in Apr 2024

6/10 Okay

Asia

Liked: Staff & service
Disliked: Cleanliness
Stayed 1 night in Mar 2024

10/10 Excellent

kim

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the hotel, i just wish breakfast on the weekend was earlier then 7:30. On Saturday they advertised eggs, bagels from Manhattan bagels, fruit, they did not have any out. The toaster kept tripping the circuit on the plug. I think this was cause they had both plugged in with the warmer.
Stayed 2 nights in Mar 2024

8/10 Good

Molly

Travelled with partner
Liked: Staff & service, amenities
Very pleasant staff, room was nice, but the fan/heater was loud and we had to turn it off and open a window.
Stayed 1 night in Mar 2024

6/10 Okay

Kathleen

Travelled with partner
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
Property was listed as Best Western, but was a run down old hotel/motel now owed by BW. Half/sized pillows, rough/cheap sheets, temp in room could not be controlled accurately.
Stayed 1 night in Mar 2024

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities
We are out of house due to renovations and was provided a nice suite. However, the toaster downstairs did not work in lobby.
Stayed 1 night in Mar 2024

8/10 Good

Christopher James

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Simple and convenient.
Stayed 1 night in Feb 2024

2/10 Terrible

Anthony

Disliked: Cleanliness, staff & service

8/10 Good

tanisha

Travelled with family
Disliked: Amenities
The plumbing in the rooms are bad, I switched rooms 3x due to the shower or bathroom aink/toilet not working properly
Stayed 3 nights in Feb 2024

4/10 Poor

Brandon

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The overall area is close to shopping and dining. The manager and staff were very rude. Our itinerary stated check out time was noon. I made sure to ask the front desk the same question and he confirmed. Following morning at 10:30 am we were bombarded with 3 different house cleaning personnel followed by a call from the manager. She told us at 11:20 we had 5 minutes to vacate the room or they would escalate the demand. This was completely crazy. I had physical proof that check out time was noon. Very unprofessional management at this hotel. We will never stay here again. I spoke with the manager once we got our belongings out ( berfore actual check out time noon). She said they changed there policies February 1st.. well they forgot to change that on all there paperwork and updating this info to expedia.. thats there fault not the customer's. Shame on the manager for getting way out of line. Do yourself a favor and do not stay at this hotel.
Stayed 1 night in Feb 2024

10/10 Excellent

Wade

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Older place but super convenient and was very clean. I'd stay here again
Stayed 1 night in Feb 2024

8/10 Good

Rena

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Safe
Stayed 7 nights in Feb 2024

10/10 Excellent

Iyee

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Place was clean and nice. And breakfast was amazing
Stayed 2 nights in Feb 2024

10/10 Excellent

Patricia

Travelled with family, Travelled with partner
Liked: Cleanliness, property conditions & facilities
Friendly check in, clean, quiet
Stayed 1 night in Feb 2024

4/10 Poor

Wanda

Business traveller
Liked: Staff & service
Disliked: Amenities
Wasnt enough lighting ar0und the building.
Stayed 1 night in Dec 2023
Response from Mary T on 27 Jan 2024
Thank you for the note on your stay at the Brandywine Valley Inn. I appreciate the feedback and have just ordered all LED exterior lights for both buildings. I will have Engineering look into the pole lights and see what can be done to increase wattage or add lighting. Again, I thank you and will remedy.

6/10 Okay

Nicole

Disliked: Property conditions & facilities
Stayed 1 night in Dec 2023
Response from Mary T on 26 Jan 2024
Good Day Ms. Bucci,I thank you for your critique of your stay at the Brandywine Valley Inn. It is helpful to me to receive the additional input.I apologize that your stay was less than perfect. We are under renovations and I'm sure this will correct any shortcomings on our part. With hopes you will return and give us another chance,Hospitably,

10/10 Excellent

bora

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenient and affordable
Stayed 1 night in Dec 2023
Response from Mary T on 25 Jan 2024
Thank you so much for the nice review. We appreciate hearing from all our guests. Take care and come back soon.

4/10 Poor

Verified traveller

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Frigid Room
Sadly this stay was not enjoyable. My room was so so cold I felt as if i were outside. I arrived after 8 PM and checked out early around 6:30AM. I was beyond uncomfortable after coming from outside 23 degree weather to a cold room, did not make for a good stay. I did not tell the front desk as I was exhausted and did the best with what i had, but the room temperature was unbearable and regrettably a horrible stay.
Stayed 1 night in Jan 2024
Response from Mary T on 25 Jan 2024
I am so sorry to hear your room was inadequate. If I may get the room number and I would also like to offer you a discount, should you want to get me your contact information. Again, my sincere apologies and looking forward to hearing back from you.

6/10 Okay

Amber

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Great staff/ not so great room
First off I wanna say thank you to the staff service was amazing they let me check in early due to the snow. However the room for its price needs major upgrading the tv is soo dark and old, the bed is really flat and uncomfortable, the jets on the Jacuzzi did not work at all, plus we found a roach crawling on the bed. This use to be my favorite hotel but for 300 and some change for 2 nights the least we could of had was a nice bed and with no bugs. Also our room was right next door to the supply closet so we heard noise in the early morning.
Stayed 2 nights in Jan 2024
Response from Mary T on 25 Jan 2024
Good Day Ms. Thomas, I appreciate you letting me know of the problems you encountered when you were here at the Brandywine Valley Inn. I am having the Jacuzzi looked at by Maintenance and the bedding by my Housekeeper. I truly apologize for your less than perfect stay. We are in the middle of renovations right now and I would welcome you back when we're done as my guest. Kindly let me know when you get a chance. Again, thank you for letting me know.

10/10 Excellent

Richard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Mary T on 25 Jan 2024
Good day Richard,I wanted to thank you for your nice review on the Brandywine Valley Inn. We appreciate it and hope to see you again in the near future,Hospitably,

6/10 Okay

tracy

Travelled with partner
Liked: Cleanliness, staff & service
The manager has taken the cash drawer out of the facility. If you don't have the correct amount they will not give you change.
Stayed 5 nights in Jan 2024
Response from Mary T on 25 Jan 2024
Hello Tracy, I appreciate your comments on your stay here at the Brandywine Valley Inn. We have changed our policy for 2024 and we can no longer accept cash, only credit or debit cards. I hope this won't be too much of an inconvenience. Thank you for your critique.Hospitably,

2/10 Terrible

Cassandra

Stayed 2 nights in Jan 2024

4/10 Poor

Johnson J.

Business traveller
Disliked: Cleanliness, property conditions & facilities, room comfort
This wasn't what I expected. Hair in the sink... dingy smell... inconsistent air conditioner that blew cold air... This was not a good decision. And I won't make it again.
Stayed 1 night in Dec 2023

8/10 Good

Jaretta

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
I arrived on New Year Eve. The 2nd shift Front desk was amazing during check in. She was funny, sweet, and customer service was 5 stars. My room however, tub wouldn't drain, their was cigarettes burns on the Jacuzzi, and the first shift customer service was a 1 star compared to the previous night. I went to breakfast, and the women at the front desk kept staring at me as if I was a zombie. I mean I know I didn't have my makeup on, but I no you still could recognize me as a human. They made me feel real uncomfortable and all I wanted was some pancakes.
Stayed 1 night in Dec 2023
Response from Mary T on 25 Jan 2024
Good Day Ms. Jaretta, My apologies on not getting back to you sooner and I do appreciate your comments about your stay 12/31/23. I appreciate your kind remarks on Nicky (night shift) - she is our best! Insofar as the day shift - I'll look into who that may have been and I promise I will take the appropriate actions. It was good of you to let me know and it will be corrected - I am so sorry.

4/10 Poor

Linda

Stayed 1 night in Dec 2023
Response from Mary T on 25 Jan 2024
Hello Linda, Thank you for your comments on your stay here at the Brandywine Valley Inn. I apologize that all did not go as expected. We will work on improving the overall experience and our present renovations will help that along. Thank you again.

8/10 Good

Wendy

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

2/10 Terrible

Tony

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023

8/10 Good

Sara

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The sign was hard to see from the road.
Stayed 2 nights in Dec 2023

4/10 Poor

Verified traveller

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Breakfast staff was the best part of our stay. The Toilet wouldn’t flush properly and there were burn marks on the covers. Breakfast was decent and the staff was very nice.
Stayed 1 night in Dec 2023

2/10 Terrible

Bill

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Said facility had a sauna a pool and place has neither. I canceled our second night and picked a different place
Stayed 1 night in Dec 2023

10/10 Excellent

bora

Liked: Amenities
Stayed 1 night in Dec 2023

10/10 Excellent

Christopher

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

10/10 Excellent

Luis a Mendez

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean room nice people
Stayed 1 night in Dec 2023

6/10 Okay

Terrell

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

8/10 Good

seven

Stayed 2 nights in Nov 2023

2/10 Terrible

Geri

Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 6 nights in Nov 2023

2/10 Terrible

Ambar

Disliked: Cleanliness
I’ve had better experiences at worse places. The guy at check in gave me the wrong room which happened to be dirty but at least he was friendly and very pleasant. The lady at check out was extremely rude… People yelling outside and banging on the walls all night… Definitely not staying there again…
Stayed 1 night in Nov 2023

6/10 Okay

Howard

Disliked: Amenities, property conditions & facilities
Exes an update.
Stayed 1 night in Nov 2023

10/10 Excellent

Eric

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

8/10 Good

TODD

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy access to I95. Plenty of shopping.
Stayed 2 nights in Nov 2023

4/10 Poor

Eric

Disliked: Property conditions & facilities
Stayed 3 nights in Nov 2023

10/10 Excellent

Jayme

Stayed 1 night in Nov 2023

2/10 Terrible

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2023