SureStay Plus by Best Western Beaumont

I've stayed at this property often when I'm in town for work, and the front desk agents have always been helpful and kind. This was my first time dealing with the manager, RIKKI, and it was deeply disappointing. I prepaid Hotels.com for two nights after I got notice of a job interview. Since work meant I'd arrive late, I called and spoke with Rikki, explained I'd be there around 2 a.m., and was told I'd be fine if I arrived before 3, ahead of the night audit. I got there about 2:30 a.m. and was told they were sold out and my reservation had been canceled as a no-show. I explained I'd paid in full and had spoken with the manager. When I asked to talk to her, she wouldn't address me directly, speaking through the front desk agent instead, then told me to call Hotels.com for a refund and walked away. I spent nearly an hour outside on the phone with Hotels.com. Their representative contacted the hotel, but the manager told them she'd never spoken with me and that I was a no-show, so I couldn't get a refund. When I tried again to get clarification, she avoided coming back to the window. I was left without a room at 3 a.m., had to find somewhere else, and lost $125. The lack of communication, accountability, and professionalism from a manager was extremely disappointing. I've filed a formal complaint with corporate and hope this leads to better training and customer service.

The building is older, but you can tell someone cares for it. I felt safe and secure, and I appreciated my stay. Paula at the front desk was especially wonderful, and the staff were competent. If you expect five-star facilities, this isn't the place. But for an affordable, safe, clean, comfortable hotel, SureStay Plus does the job. I'll come back.

We stayed Sunday through Thursday and had a very disappointing time, especially given all the great reviews. We never got the microwave we'd been promised twice. They were short on towels and washcloths all week, and for four of us could only give us two towels. We didn't get fresh ones until the night before leaving. The room looked clean at first, but when my kids shifted the bed, there was so much stuff underneath that I bought cleaning supplies so they could play somewhere clean. Housekeeping was awful. On our last evening they emptied the trash and swapped our two towels for two more. The bedding was never changed, and the floors would've stayed dirty if I hadn't bought supplies to clean them myself. The TV was blue, and the input wouldn't work for connecting anything to watch Netflix or other services, so we were stuck with the basic channels. Other guests had these problems too. When I brought it all to the front desk, all I got was an apology.

My mom had been ill, going in and out of Baptist hospital and eventually to Harbor Hospice. Our last stay here was also the last day of her life. The kind woman at the front desk let us check in about two hours early, so we could go to the funeral home and start making arrangements before heading home. I'm sorry I can't remember her name, but I truly appreciate what she did. This is a nice place for the price, and we've stayed twice in about a month, most recently on November 3rd. Over the past five months, it's been one of the best places we've stayed.