SureStay Hotel by Best Western Chula Vista San Diego Bay

Trying to get a manager involved made a bad check-in even more frustrating. I was told they were “too busy” and couldn’t speak with me, though I only wanted a fair way to sort things out. At check-in, the night receptionist was rude and gave me a hard time while I was dealing with my luggage and children. I was ready for my stay, but assigning a room took far too long, and he offered no help. The customer service and handling of the situation were poor and unprofessional. Based on what happened, I wouldn’t recommend this place.

Management said they would cover one night after a maintenance employee used a master key to enter our room without knocking. We were inside, and my friend was undressed. He left only when I screamed. It was a serious invasion of privacy and a safety concern. The refund was never processed, and after repeated calls from me and the travel agency, plus an escalation to corporate, the hotel stopped responding and now says it knows nothing about the agreement. Basic safety and accountability should be expected. This hotel failed on both.

The rooms have roaches, the sheets are stained, and the showers look filthy with mold. I can’t understand where the good reviews come from. This place is disgusting. If zero stars were an option, that’s what I’d give it.

DON’T STAY HERE. The place is infested with bed bugs. They’re in the carpet and under the bed, then crawl up the walls and onto the bed to bite you. At night they locate people by sensing the carbon dioxide they breathe out, body heat, and scent. They can emerge in the dark from hiding places in mattresses, headboards, and furniture to feed on blood, often between midnight and 5 AM. They don’t have to wait until you’re asleep.