SureStay Plus Hotel by Best Western Highland Poughkeepsie

My dad is in the hospital, and a medical emergency meant I needed to check out earlier than planned. Shantel and Ashley were amazing and accommodating. They understood the situation and treated me with real kindness. I’d absolutely recommend this hotel.

The breakfast was barely edible. The eggs were watery, the bacon stiff as cardboard, both juices tasted heavily watered down, the coffee seemed days old, and even the bread was stale. Yet I was accused of taking “two breakfasts,” even though they’re supposed to be complimentary and I hardly ate any. I only got a coffee at checkout. Coffee is meant to be available throughout the stay, so I could have had 45 cups if I’d wanted. The accusation was ridiculous and unnecessary. The room had no heat, and we had to sleep in extra clothes. At checkout, after an employee’s booking mistake, the general manager, Shawnte, yelled over me and my girlfriend in the hallway where other guests could hear. It was uncomfortable and completely unprofessional. I’ve stayed in plenty of hotels and have never felt this kind of petty disrespect. The stay and the way it was handled were awful. I could’ve slept outside and had a better night, and the bears might’ve been kinder. I’ve read other reviews since then, and this doesn’t look like a one-off. There seems to be a pattern of management deflecting blame instead of owning problems, and some replies even look like unedited copy-and-paste templates. I don’t expect accountability from a place like this. I’ll never return, even if they paid me twice. There are much nicer hotels in the area, so skip this one. If zero stars were possible, I’d give it that. EDIT: Their response is the same deflection I described in my original review. They’re stating their version as fact even though they weren’t there when we arrived. We spoke directly with a staff member at check-in and asked about our stay and the charges. I signed a contract for the amount and length of stay. If the information was wrong, that’s a staff training and communication failure, not something to put on the guest. I did not take “two breakfasts.” That claim is false and unfounded. I barely touched the food because of its quality, so the accusation was offensive and unnecessary. As for the interaction with management, whom I assume is you, I stand by what I wrote. It was handled unprofessionally, and other people could hear it in a shared space. You can stand by your account, but I have no reason to waste time misrepresenting what happened. There was no heat in the room when I arrived, management’s behavior at checkout was unprofessional, and the follow-up reply only reinforces the lack of accountability I mentioned earlier. Reviews let future guests read both sides and decide for themselves.

It worked as a place to stay, but don’t expect much. There’s no elevator, just two floors. The building is very old and had a stale smell as I walked in. The rooms were dim, and the toilet wouldn’t flush unless we lifted the lid and released the water by hand. The shower also made a strange, eerie noise.

We stayed just one night and didn’t notice anything unusual while we were in the room. About an hour after checking out, though, we saw that my husband had several bug bites. That left us seriously concerned about the room’s cleanliness and condition. We wouldn’t feel comfortable staying here again, and hope management addresses it promptly.