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Reviews of SureStay Hotel By Best Western Fernley

2.5 out of 5
SureStay Hotel By Best Western Fernley
1405 Newlands Drive East, Fernley, NV

Reviews

7.8

Good

Rating 10 - Excellent. 292 out of 810 reviews" "
Rating 8 - Good. 272 out of 810 reviews" "
Rating 6 - Okay. 146 out of 810 reviews" "
Rating 4 - Poor. 59 out of 810 reviews" "
Rating 2 - Terrible. 41 out of 810 reviews" "

8.2/10

Cleanliness

8.4/10

Staff & service

7.4/10

Amenities

7.6/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

8/10 Good

Guadalupe

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good place to stay near Reno. The tv was excellent, quiet fridge, and really clean. The bed was not firm enough for my back but I’m really not complaining.
Stayed 1 night in Apr 2024
Response from Lisa Ketner on 23 Apr 2024
Thank you for your review!

10/10 Excellent

Laura

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Tesla super charging station walking distance from the hotel. Friendly staff. Big room.
Stayed 1 night in Apr 2024
Response from Lisa Ketner on 20 Apr 2024
Thank you for your reivew!

2/10 Terrible

Jeffrey

Business traveller
I didn’t like being turned away because I was a “local”. I had to scramble to get a room elsewhere, and pay a premium rate as a walk in for a lousy room.
Stayed 2 nights in Apr 2024
Response from Lisa Ketner on 20 Apr 2024
I apologize but it is our hotels policy not to rent to people who live in the immediate areas unless it is a housing emergency

8/10 Good

Niloofar

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good breakfast. Not many attractions around.
Stayed 1 night in Apr 2024
Response from lisa on 15 Apr 2024
Glad you enjoyed it.

10/10 Excellent

Gurpreet

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was place close to everything
Stayed 1 night in Mar 2024
Response from lisa on 1 Apr 2024
Thanks for the rating! Hope to see you again soon.

8/10 Good

Kelly

Travelled with family
Liked: Cleanliness, staff & service
It was sad for the big smoking around in charge of the place. The food was good. It's too noisy outside. Thanks for the money
Stayed 1 night in Mar 2024
Response from lisa on 29 Mar 2024
Thanks for your review. We hope to see you again soon!

2/10 Terrible

victoria

Disliked: Cleanliness, property conditions & facilities
Shower in one room was unusable (faucet would not turn on). When we spoke with front desk clerk she offered to send maintenance to look at it. We declined this as we had gone to my parents room who were in the room next door for a shower. Then asked clerk if any compensation would be poss she said no because we refused the maintenance visit to which I said ok please investigate. Maintenance was finally able to tun on shower faucet after ALOT of wrenching in the fixture. No regular guest would have been able to do that making shower virtually unusable. As we were checking out we noticed that shower faucet/fixture was now dripping/leaking significantly (we notified front desk of this development). Very dissatisfied with the way this was handled. Also continental breakfast washorrible. We travel enough to understand what to expect but this was pretty bad. Bagels and toast bread stale, no waffles despite equipment for them in evidence (attendant said they’re only offered every other day due to lack of counter space), just over all pretty uninspiring. And advertised pool/hot tub should not be advertised as year round as really it’s seasonal. For the price not worth it.
Stayed 1 night in Mar 2024
Response from lisa on 11 Mar 2024
The front desk did offer to send maintenance up and he went up when you were at breakfast. Sorry you didn't want the problem fixed. Our pool states that it is seasonal on the best western web site.

4/10 Poor

Janet

Stayed 1 night in Feb 2024
Response from lisa on 11 Mar 2024
We apologize for the inconvenience you encountered.

8/10 Good

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great help and registration at the front desk.
Stayed 1 night in Jan 2024
Response from lisa on 11 Mar 2024
Thank you! We hope to see you again.

4/10 Poor

Verified traveller

Travelled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Mean office staff
Staff were aggressively rude when I tried entering the breakfast room briefly where my wife was just before 9, with the door slammed and locked in my face and then my wife chastised for letting me in.
Stayed 1 night in Jan 2024
Response from Lisa Ketner on 21 Jan 2024
The door was not slammed in your face. It was closed before you even entered the lobby. I will however talk to the employee who said something to your wife.

6/10 Okay

fred

Stayed 2 nights in Jan 2024
Response from lisa on 17 Jan 2024
Thanks for the rating!

10/10 Excellent

Antonio

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
wake up early for coffee! amigos.
it was nice. we had a good sleep.
Stayed 1 night in Oct 2023
Response from Lisa Ketner on 31 Dec 2023
Thank you for your review!

10/10 Excellent

Tahni, Mancos

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All the staff were extremely friendly. Room was clean and comfortable, breakfast was good and hot. Would stay here again.
Stayed 1 night in Dec 2023
Response from Lisa Ketner on 31 Dec 2023
Thank you for your review! We hope to see you again in the future!

10/10 Excellent

Tawni

Liked: Cleanliness, staff & service, property conditions & facilities
I thought the lady at the front desk was super helpful, very accommodating and just super cool. I feel bad i didnt catch her name but i remember her having festive christmas nails and that she was perfectly personable. Made the ending to my long drive such a breeze.
Stayed 2 nights in Dec 2023
Response from lisa on 27 Dec 2023
Glad to hear the staff was enjoyable.

10/10 Excellent

Theresa

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
The bathroom had long dark hair on the floor and plaster dust on the floor from a obvious ceiling repair.
Stayed 1 night in Dec 2023
Response from lisa on 27 Dec 2023
Sorry to hear about the bathroom. I will talk to maintenance about it. Thank you!

4/10 Poor

Eric

Travelled with family, Travelled with family and small children
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Shower had no hot water, the drain didnt work, pillows were horrible bed hard as a board, worse sleep of my life!
Stayed 1 night in Dec 2023
Response from Lisa Ketner on 17 Dec 2023
I apologize that you didnt enjoy the beds. We normally get a lot of compliments on how comfortable our beds and pillows are

8/10 Good

Debra

Liked: Cleanliness, property conditions & facilities, room comfort
Great Hotel for quick trip
The hotel for the price is always good, especially since we have our pup - quiet and easy access to all kinds of dinner places -
Stayed 1 night in Dec 2023
Response from lisa on 27 Dec 2023
Thanks for the comments. We hope to see you again soon.

8/10 Good

Timothy

Travelled with family
Liked: Cleanliness, staff & service
One good thing about this motel is it across the street from a Wal-mart which has charging stations for electric vehicles. Breakfast had different hot options each day and was good.
Stayed 5 nights in Nov 2023
Response from lisa on 30 Nov 2023
Thanks for the breakfast compliments.

10/10 Excellent

Larry

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet overnight.
Stayed 1 night in Nov 2023
Response from lisa on 30 Nov 2023
Thank you!

4/10 Poor

Ramon

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities
One Key card stopped working after a few hours, the complimentary breakfast was horrible and not edible (aside from the cereal and other packaged options). No information was provided on the pool area and or breakfast times at check in
Response from lisa on 28 Nov 2023
If you put the card by a phone or another credit card it will demagnetize. Our pool is seasonal and the desk clerk should have given you the breakfast time. Sorry you didn't like our breakfast. We get a lot of compliments on it.

10/10 Excellent

William

Liked: Cleanliness, staff & service, property conditions & facilities
Checkin was very fast and efficient. The lady who did it was very friendly
Stayed 1 night in Nov 2023
Response from lisa on 17 Nov 2023
Glad to hear the clerk took care of you.

10/10 Excellent

Tony

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly service
Stayed 3 nights in Nov 2023
Response from Lisa Ketner on 12 Nov 2023
Thank you for your review

10/10 Excellent

gerald

Stayed 1 night in Nov 2023
Response from lisa on 28 Nov 2023
Thanks for the rating

10/10 Excellent

Linda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from lisa on 7 Nov 2023
Thanks for the rating!

10/10 Excellent

Linda

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from lisa on 9 Nov 2023
Thanks for the rating

10/10 Excellent

ANDY

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast was very fresh each morning staff is friendly, and eveything was very clean. Will definitely be back next year thank you.
Stayed 3 nights in Oct 2023
Response from Lisa Ketner on 28 Oct 2023
Thank you for you review! We look forward to seeing you again in the future!

8/10 Good

Joan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place for 1 night stay
Stayed 1 night in Oct 2023
Response from Lisa Ketner on 28 Oct 2023
Thank you for your review!

8/10 Good

Russell

Liked: Cleanliness, staff & service, room comfort
Quick overbite.
It was a quick overnight on a drive home. Super gal at check in at about 9pm. Room was basic and descent bed. Bath was a little dated and worn, but not bad. Exterior of property seemed rather unsecured, no fencing etc.
Stayed 1 night in Oct 2023
Response from lisa on 24 Oct 2023
Thank you for your comments. Hope to see you again soon!

10/10 Excellent

David

Stayed 1 night in Oct 2023
Response from Lisa Ketner on 22 Oct 2023
Thank you for your rating!

10/10 Excellent

Tom

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from lisa on 20 Oct 2023
Thanks for your rating!

10/10 Excellent

luke

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from lisa on 16 Oct 2023
Thanks for the rating!

10/10 Excellent

Victor, Coral Gables

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great customer service
Stayed 1 night in Oct 2023
Response from Lisa Ketner on 28 Oct 2023
Thank yu for your review!

10/10 Excellent

Kris

Stayed 1 night in Oct 2023
Response from lisa on 11 Oct 2023
Thanks for the rating!

10/10 Excellent

Patti

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was very close to my destination. Quiet abd clean.
Stayed 1 night in Sep 2023
Response from lisa on 2 Oct 2023
We are glad you enjoyed your stay. We hope to see you again soon.

2/10 Terrible

Judy, Nordland

Travelled with family, Travelled with pets
Disliked: Staff & service
Be careful: Although advertised as "pet friendly" and posting the additional cost, unless the specific room selected states "pet friendly" as well (and this is the first hotel I've encountered this requirement) -- your pet will not be allowed. And don't expect a refund on a prepaid room. Very disappointed, especially for a Best Western Hotel.
Stayed 1 night in Sep 2023
Response from Lisa Ketner on 27 Sept 2023
On expedias site there are rooms labeled pet friendly.

6/10 Okay

Kathleen, Granite Falls

Travelled with partner
Liked: Staff & service
Room was adequate. Nothing special. Breakfast was fine. Staff was friendly
Stayed 2 nights in Sep 2023
Response from lisa on 2 Oct 2023
Glad to hear every thing was satisfactory for you.

8/10 Good

Gregory, Houston

Liked: Cleanliness, staff & service, property conditions & facilities
Desk clerk was great during check in.
Stayed 1 night in Sep 2023
Response from lisa on 20 Sept 2023
Glad to hear you enjoyed the staff. We hope to see you again soon.

10/10 Excellent

Donna

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very polite. Breakfast was very nice, well stocked and the staff went above and beyond to make your breakfast a great start to your day!
Stayed 3 nights in Sep 2023
Response from lisa on 19 Sept 2023
Thank you for your comments. We appreciate your business and hope to see you again!

2/10 Terrible

David

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Sketchy things happening around the hotel. I choose to not check in.
Stayed 3 nights in Sep 2023
Response from lisa on 19 Sept 2023
I'm not sure what you think was sketchy. The hotel is half full of military. I would call that safe.

10/10 Excellent

Tanya

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Check in was fast and staff was really nice
Stayed 1 night in Sep 2023
Response from lisa on 18 Sept 2023
Thank you. We hope to see you again!

10/10 Excellent

Zhiyong

Stayed 1 night in Sep 2023
Response from lisa on 11 Oct 2023
Thanks for the rating!

10/10 Excellent

Kimberley

Stayed 1 night in Aug 2023
Response from lisa on 15 Sept 2023
Thanks for the rating

10/10 Excellent

Michele

Stayed 1 night in Jul 2023
Response from lisa on 15 Sept 2023
Thanks for the rating!

10/10 Excellent

Todd

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from lisa on 10 Aug 2023
Thanks for the ranking!

4/10 Poor

Leah

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Okay I Guess...
We stayed 3 nights. The breakfast was great but we had no housekeeping at all. Had to constantly go to front desk to get towels, etc. Was told we would get 50 dollars off offer at the beginning then told no at the end of our stay. I don't know if I would recommend it. :-(
Stayed 3 nights in Aug 2023
Response from lisa on 7 Aug 2023
Stay overs are only cleaned if requested. There is a letter at the front desk that states guests need to request stay over service 24 hours prior.

10/10 Excellent

Erin A, Windsor

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from lisa on 4 Aug 2023
Thanks for the rating

8/10 Good

Patricia

Stayed 1 night in Jul 2023
Response from lisa on 4 Aug 2023
Thanks for the rating!

8/10 Good

Robert, Oakley

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Convenient location and decent bed for a good night's sleep
Stayed 2 nights in Jul 2023
Response from lisa on 4 Aug 2023
Thanks for the comments. We hope to see you soon.

10/10 Excellent

Deborah

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We have stayed at this property for the last 5 years and it's always well maintained and convenient.
Stayed 1 night in Jul 2023
Response from lisa on 4 Aug 2023
Thank you for the patronage. We hope to see you again soon.

6/10 Okay

Kassidy

Travelled with family and small children
Liked: Staff & service, amenities, property conditions & facilities
Staff was very kind,, however our room definitely could've used some work. The sheets had yellow stains on them, our AC was so loud it sounded like gunfire in our room all night long, and the bed was horribly creaky. Between my husband, my 8mo old and I, we got no sleep.
Stayed 1 night in Jul 2023
Response from lisa on 25 Jul 2023
Thanks you for the comments. Did you let any one know about the AC?