SureStay Plus by Best Western Mobile I-65

The person at the desk was very nice, but my night was still awful. I could hear everything from the room above, and the TV wouldn’t turn off. The room looked nice at first, though the desk clerk said it had recently been remodeled, half the bathroom tiles were loose or broken. I had the worst night’s sleep I’ve ever had in a hotel. This place is a dump.

The manager told me they were under new management and planned to address problems left from before they took over. I hope they start by replacing the front desk staff, deep cleaning, and enforcing a firmer no-smoking policy. The halls smelled like weed, and the carpet was filthy. I complained to the manager about the employee and the chaotic check-in. The front desk worker was rude and unprofessional, complained about being tired, and acted as if checking in was an inconvenience. I also saw her walking around barefoot, without socks, several times. I had to try three rooms before finding one I could accept. The first wouldn’t open with my key card, the elevator wasn’t working, and I had to carry my things back downstairs. In the second, the TV didn’t work and there were dirty towels on the floor. The third had no remote, but they found one for me.

Getting to check in early was a plus, and the room looked nice and modern at first. Then the whole wall outlet fell out when I tried to plug in my phone. The room phone didn’t work either, even though I checked that its connections were correct. Wi-Fi was down on the second and third floors, and there were no rooms available on the first. At 7:30, breakfast was either gone or hadn’t been put out. I could only find one person eating, and no staff were around. I went for a muffin, saw little bugs flying around it, and lost my appetite.

We had other problems too, but the worst was finding the kind of bugs you don’t want in your room or bed on Friday night. They moved us to another room, and housekeeping was very apologetic, though I don’t know whether they even told the manager. I left messages at the front desk, including written notes with my contact information, and got no reply. Several times they said the manager would be there in the afternoon, but that never led to a response. I also contacted hotels.com, where we booked, and heard nothing back. Their customer service couldn’t even get the hotel to answer while I was chatting with them. I have pictures of the bugs because I don’t want anyone saying I made it up, and I’ve sent those to hotels.com. I couldn’t sleep well for the next few nights in the new room. It was Mardi Gras, so finding another hotel was impossible. I can’t recommend this place. Find somewhere else.