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Reviews of SureStay Plus Hotel by Best Western San Antonio SeaWorld

2.5 out of 5
SureStay Plus Hotel by Best Western San Antonio SeaWorld
143 Richland Hills Drive, San Antonio, TX

Reviews

7.8

Good

Rating 10 - Excellent. 357 out of 942 reviews" "
Rating 8 - Good. 285 out of 942 reviews" "
Rating 6 - Okay. 142 out of 942 reviews" "
Rating 4 - Poor. 79 out of 942 reviews" "
Rating 2 - Terrible. 79 out of 942 reviews" "

7.6/10

Cleanliness

8.0/10

Staff & service

7.6/10

Amenities

7.6/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

8/10 Good

Savannah

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities
Only complaint is that outside of our room, they had the a/c off and it was hot and humid. But friendly staff, clean room, my family enjoyed the pool. Would stay again.
Response from GM on 28 Mar 2024
Thank you for bringing to our attention. We apologies for the inconvenience We will correct this ASAP.

6/10 Okay

Angelica

Travelled with family and small children
The room had some dirty spots around outlets and on fridge/its stand. There was some hair in shower and on shower walls.
Stayed 3 nights in Mar 2024
Response from GM on 4 Apr 2024
Thanks for your positive experience. See you again.

10/10 Excellent

Roxana

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great service
Stayed 1 night in Mar 2024
Response from GM on 4 Apr 2024
Thanks for your time to give us your positive experience.!.

10/10 Excellent

Robert

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Third time we’ve stayed here and I have no complaints
Stayed 1 night in Mar 2024
Response from GM on 4 Apr 2024
Thanks for your feedback and we are to hear you as a happy guest!..

2/10 Terrible

Marilin

Stayed 1 night in Mar 2024
Response from GM on 12 Mar 2024
On the behalf of our entire team we apologies for the inconvenience during your stay. We will make a note of your feedback and we will correct it. See you soon.

6/10 Okay

Veronica

Travelled with family and small children
Liked: Staff & service
Disliked: Property conditions & facilities
This hotel is dirty with lots of random wondering men in the parking lot and surrounding property. The carpet in the rooms are sticky and stained. I would not stay here again.
Stayed 3 nights in Mar 2024
Response from GM on 12 Mar 2024
Very sorry to hear your feedback. We will improve the quality of the services. see you soon. Upon your next trip...

10/10 Excellent

Héctor r

Liked: Cleanliness, staff & service, property conditions & facilities
👍
Stayed 3 nights in Mar 2024
Response from GM on 8 Mar 2024
Thanks for your time and feedback. I hope you enjoy your stay and come back soon to San Antonio.

10/10 Excellent

Tiffany

Stayed 1 night in Mar 2024
Response from GM on 4 Apr 2024
So for the inconvenience during your stay. We will make it right upon your next trip to our Hotel.

10/10 Excellent

Romarg

Liked: Cleanliness, staff & service, property conditions & facilities
The property was very convenient to shopping and restaurants. Loved the swimming pool.
Stayed 2 nights in Feb 2024
Response from GM on 8 Mar 2024
Thanks for your feedback. We will work hard to keep it same way. See you soon.

8/10 Good

Ana L.

Travelled with group
Liked: Cleanliness, staff & service, amenities
The kindness of the stuff
Stayed 1 night in Feb 2024
Response from GM on 8 Mar 2024
Thanks for your compliments for our staff. See you soon.

4/10 Poor

Sarah

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Great service, very run down and dirty.
The service was great. We were greeted everytime we walked in or out. The condition of the hotel is horrible. Majority of the tikes in the bathroom were lose. Drawers were nasty. It looked as if the tvs were just replaced (assuming since we saw a ton of tv boxes) the living room tv picture was horrible. The hotel is so run down it makes it feel dirty inside.
Stayed 2 nights in Jan 2024

6/10 Okay

April

Travelled with family
Liked: Staff & service
We were in the area for a Airforce basic training event so it was a very convenient location. The room was sufficient but smaller than expected. The bathroom needs updating. There was a missing tile and loose tiles with grout missing. Considering most hotels have gone to crap, this one was pretty decent
Stayed 3 nights in Jan 2024
Response from GM on 13 Jan 2024
Thank you very much for your feedback. We will seriously look into matter and fix the problem as soon as possible. See you soon..

6/10 Okay

priscilla

Travelled with family and small children
Liked: Staff & service, amenities
Had trouble with hot water and hot tub was dirty
Stayed 3 nights in Dec 2023

10/10 Excellent

david

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Wonderful pool, breakfast, and just enjoyed our days there
Stayed 5 nights in Dec 2023

10/10 Excellent

Megan

Stayed 4 nights in Dec 2023

10/10 Excellent

Shela

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Really nice and helpful.
Both day and evening receptions were above helpful. Knowledgeable about the local area and helpful with Sea World tips.
Stayed 2 nights in Dec 2023
Response from GM on 30 Dec 2023
Thank you for sharing your experience with us. See you soon at our hotel.

4/10 Poor

Isabel

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from GM on 12 Dec 2023
On the behalf of entire team we apologies for the inconvenience caused during your stay. Please give us second chance to serve you better.

8/10 Good

Michael

Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
The hotel is kinda old need little renovation. Carpets had little smile maybe they need to wash it often. Breakfast is good but we stay 5 days and they serve was same for the whole week. maybe they need to serve with different food. But hotel is quiet and safe. big parking space.
Stayed 4 nights in Nov 2023
Response from GM on 12 Dec 2023
Thank you for your feedback. All the best westerns have same standard for breakfast. We cannot go beyond the brand standard.

10/10 Excellent

Ren

Travelled with group
Liked: Room comfort
They clean the room everyday,! Love it! Thank you!
Stayed 4 nights in Nov 2023
Response from GM on 12 Dec 2023
Thank you very much for your satisfactory feedback. See you again...

8/10 Good

Kristopher, Houston

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
Stayed 2 nights in Nov 2023
Response from GM on 12 Dec 2023
Thank you so much for your response. I hope you will choose our hotel for your next visit to San Antonio.

10/10 Excellent

Lesley

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Just sleep
The bed was so comfy! All we did was sleep there so the bed being comfortable was great!
Stayed 1 night in Nov 2023
Response from GM on 12 Dec 2023
Thank you for your pleasant stay. We would like to see you again...

6/10 Okay

Alan

Travelled with family, Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The lobby and common areas were nice but the rest of the hotel was trashy. Room 307 had broken tile in the bathroom, the tv was broken and the hair dryer didnt work. When we walked into the room for the first time the temperature was easily 85° so it took several hours for the room to cool off to a decent temperature. Lastly, since we reserved a suite for 6 people, we assumed there would be accommodations for 6 people. Upon arrival there were only 4 towels etc. and we practically had to beg for the bedding we needed for the sofa bed as it was not already in the room. We were told there were NO pillows available for that bed and that we had to come down and get the sheets (no blanket either) for the sofa bed ourselves. Overall, a disappointing stay for the money.
Stayed 2 nights in Oct 2023
Response from GM on 30 Oct 2023
On the behalf of the entire team we apologies for the incontinence. Maximum occupancy is for 6 people in the room, but standard demand is for four towels, and we can provide more towels upon request. This is 3 star and limited-service hotel. For the sofa bed we experienced that guest always looking for fresh lines, so we don't keep in the room. Give us a second chance to give you better service..

4/10 Poor

Verified traveller

Business traveller
Liked: Room comfort
Disliked: Cleanliness, property conditions & facilities
Caution for those sensitive to cigarette smoke
Stained carpet in room. Non-smoking room smelled of cigarette smoke. No screen on window. Friendly service, but somewhat disorganized.
Stayed 1 night in Oct 2023
Response from GM on 30 Oct 2023
We apologies for the inconvenience during your stay. Give us a second chance to serve you better.

10/10 Excellent

Lionel

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was the best room I’ve ever stayed in in any hotel. Even other Best Westerns! I will definitely be staying here again Best Westerns are usually a cut above other hotels but this one is head and shoulders above any hotel I’ve stayed at. There is a really nice one in Waxahachie Tx but this one was better.
Stayed 1 night in Oct 2023
Response from GM on 12 Dec 2023
Thank you so much for your feedback. Definitely we would like to see you again.

6/10 Okay

alfonso

Travelled with family
Eh it was ok
We got there at 5 to check in our room wasn't ready till 7 . Bathroom was dirty still .... but other than that it was ok
Stayed 1 night in Oct 2023
Response from GM on 12 Dec 2023
On the behalf of our entire team, we apologies for the inconvenience during your stay. Give us second chance to serve you better.

10/10 Excellent

Cheri

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great as usual
Stayed 1 night in Oct 2023

2/10 Terrible

Suzan

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Nothing
Stayed 4 nights in Oct 2023

10/10 Excellent

Misti

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
everyone was very polite and there were no issues with check in/out
Stayed 3 nights in Oct 2023

10/10 Excellent

Juan

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Recommend it
Nice clean place. Employees very attentive
Stayed 1 night in Sep 2023
Response from GM on 12 Dec 2023
Thanks for your strong feedback..

10/10 Excellent

Cassandra

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

10/10 Excellent

Jack

Stayed 1 night in Sep 2023

6/10 Okay

CAMERON

Liked: Amenities
The bathtub looked like it hadn’t been cleaned & the water in the sink/shower didn’t work for the first two hours we were there. 410 was REALLY noisy.
Stayed 2 nights in Sep 2023

10/10 Excellent

Brittany

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
It was clean and very nice
Stayed 1 night in Sep 2023

8/10 Good

Jose

Stayed 1 night in Sep 2023

10/10 Excellent

San Juan

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Loved our stay!
We absolutely loved it here. Friendly staff. Great breakfast. Convenient location. Nice swimming pot and hot tub.
Stayed 1 night in Sep 2023

6/10 Okay

Jessica

Disliked: Cleanliness
Over all was fine, but the hotel room was very dusty all around, one light in the room didn’t work, and the mattress had a yellow stain. Area is quiet and safe
Stayed 2 nights in Sep 2023
Response from GM on 4 Sept 2023
We apologies for the inconvenience during your stay. We will look into the matter and take care of it. Hope your next visit we make happy.

2/10 Terrible

Courtney

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
DO NOT STAY HERE!!!
The hotel was absolutely horrible!! The a/c was off, the room was filthy, and we found dead bugs in the room (inside of the refrigerator too). We asked to be moved to a new room that was clean and the second room was just as dirty. When asking the front desk if they had any clean rooms the reply was that she didn’t clean the rooms so how would she know. Absolutely rude and unprofessional. The hotel agreed to cancel reservation and issue the full refund so we checked out and rebooked a new location. Now the hotel is refusing to honor their refund. It was the dang owner of the property on-site that moved me to the second dirty room then agreed to the refund. DO NOT STAY HERE!!!
Stayed 3 nights in Aug 2023
Response from GM on 4 Sept 2023
We apologies for the inconvinence during your check in. We are sorry to say that we tried our best to accommodate you, but it was your choice to cancel the reservation. Everybody have their choice but it's not true that hole motel rooms were dirty. We gave you full refund so how you can say we were Rud? Please find room that you like next time.

10/10 Excellent

Micaela, McKinney

Liked: Cleanliness, staff & service, property conditions & facilities
SeaWorld was very close by
Stayed 1 night in Sep 2023

10/10 Excellent

Sonia

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was friendly and courteous.
Stayed 1 night in Aug 2023
Response from GM on 4 Sept 2023
Thanks for your business and see you soon.

2/10 Terrible

Sharon

Travelled with family and small children
Disliked: Cleanliness
I was very disappointed with this property. I feel that I had been Catfished. The Safety chain was broken on the door. The room was dirty, (dead insects on the A.C. unit, frozen food stuck inside the freezer, bathtub area dirt around the wall base area, phone and lamp extremely dusty, and the list continues). To top this all, I found out this was a handicap accessible room. I went to the front desk to ask for another room or to have that one cleaned. The clerk stated she couldn't leave the front desk to clean and that there was no one else available to do so, nor was there any other room available. I left looking for another hotel to switch to in the area but they were all booked for the size I needed. I had to go to WalMart to BUY MY OWN CLEANING SUPPLIES AND CLEAN THE ROOM. I TOOK PICTURES of everything I found. In addition to that many shady looking people were lingering around outside the front area. The day of my checkout the manager was there I spoke with her about my findings and forwarded her the pictures I had taken. This is the worse experience I have had with any hotel and they charged me $120 a night (not including tax and other fees they add). This felt more like one of those seedy hotels that cost $50 a night. This hotel deserves a half a star rating.The sad thing is I've stayed in a Best Western Premium in the past and it was wonderful. That's why took a chance with this hotel. When I'm looking for a hotel in the future I will avoid SureStay Plus Hotels.
Stayed 3 nights in Jul 2023
Response from GM on 12 Aug 2023
On the behalf of entire team, we apologies for the inconvenience during your stay. We will work hard to get better service next time to your satisfactory level.

2/10 Terrible

Donald

Disliked: Cleanliness, staff & service, property conditions & facilities
On the second day we extended the hotel stay by one day. At that time we requested housekeeping service. They stated that we could a mid stay cleaning but not a whole room cleaning. That was fine but then no one ever came to do that. We told them we needed trash removed and clean towels. We were then told we could find trash receptacles in the hallway. Later they brought us towels and toiletries. Ridiculously poor service. I have never had to tote my hotel room trash down the hallway to a trash can before.
Stayed 2 nights in Aug 2023
Response from GM on 12 Aug 2023
we apologies for the incontinences during your entire stay. We will work hard to get you to your satisfactory level.

10/10 Excellent

Kim

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 1 night in Aug 2023

10/10 Excellent

Pablo

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from GM on 8 Aug 2023
Thanks for your compliments. We will work hard to keep up the standard. See you seen..

6/10 Okay

Sarah

Disliked: Property conditions & facilities
Overpriced
Stayed 1 night in Aug 2023

10/10 Excellent

Antonio

Liked: Cleanliness, staff & service, property conditions & facilities
Great
Stayed 2 nights in Jul 2023
Response from GM on 3 Aug 2023
Thanks a lot for your feedback. See you soon..

8/10 Good

Marcelo

Liked: Cleanliness, staff & service, property conditions & facilities
Smoke free
Stayed 1 night in Aug 2023
Response from Mgr on 2 Aug 2023
Thank you for visiting our location, hope to see again.

4/10 Poor

Rycky

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The owner was rude, bathroom was filthy, TV didn’t work, room smelled of strong mens cologne. Pool was filthy. Very outdated and over priced
Stayed 1 night in Jul 2023
Response from Addie Campos on 31 Jul 2023
We apologize please contact hotel directly to see what we can do for you.

10/10 Excellent

Janie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very helpful, place was safe, breakfast was delicious and they refill breakfast as needed. Room was clean and amazing AC. Everything was very closed to us. Thank you for everything.
Stayed 2 nights in Jul 2023
Response from GM on 1 Aug 2023
Thank you very much for your time to tell us about our performance. We would like to see you soon upon your next trip.

2/10 Terrible

Soo Koon, Austin

Travelled with family
I paid for 2 Queen and they gave me a king size bed. They do not even have pillows for the sofa bed.
Stayed 1 night in Jul 2023
Response from GM on 1 Aug 2023
We apologies for your inconvenience. You had a reservation for King suites, and we already have 5 pillows on the bed. Upon request we do help for extra pillow with no charge. Give us second chance to serve you better.

10/10 Excellent

Roger

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023
Response from GM on 1 Aug 2023
Thanks for your business. See you soon!!..