SureStay InnSuites Phoenix Hotel & Suites by Best Western

Yvette, the host, was very nice, and the location is convenient, close to the freeway. The pool is great and the rooms are decent. I heard they're opening a bar, which is exciting. Breakfast was the letdown. It's just waffles and sometimes orange juice, and the coffee is very poor. If you like lots of sugar first thing, this is the place. I was disappointed because Google advertises more and my kids look forward to breakfast. We're repeat customers at BEST WESTERN.

I had to walk all the way from my room toward the front office, which was often unattended, just to get Wi-Fi. Breakfast was terrible too: the coffee maker splattered chunky grounds and premade coffee, and there was no hot food besides awful premade gravy with cold biscuits or self-serve waffles. No eggs or meat, mostly carbs and sugar. My bathtub had been refinished with something that looked like drywall texture. I stayed here in January 2025 and was told the property was being renovated. When I booked for October 2025, they said the work would be finished by then, but the place was still in disarray. Most rooms weren't done, and the finished ones varied a lot in quality. The exterior was a mess as well. On a walk around at about 6 p.m., I saw room doors left open with the lights on, trash and supplies around the parking lot, broken tile, super glue, and construction materials scattered everywhere. It now makes sense to me why they were downgraded to SureStay and don't show up when searching BW-affiliated properties in the area. BW shouldn't be associated with this location until the remodel is complete. Never again. Stay somewhere else.

The bed was comfortable, and the staff tried hard to deal with the problems. Some local youths took over the pool but were removed. I was on the other side of the building from the pool pump, which made a terrible whining noise. There was no bath gel, the shampoo and conditioner bottles were nearly empty, and the soap bar was tiny. Wi-Fi only worked in the lobby. Breakfast was a disaster on both mornings of my two-night stay. I was told all the machines were broken. Regular coffee came out of the decaf dispenser and tasted thick and harsh. The yogurt dispenser only splattered, the juice machine was out of order, and there was no butter or sugar. There were rubbery waffles, something like oats at the bottom of a warmer, a few English muffins, and thick white bread. It wasn't appealing. I stay at Best Western for a comfortable night and a quick breakfast before driving, and this hotel failed at that. I hope Best Western looks into it and that this doesn't reflect the brand's future quality.

The only good part of the stay was the young woman at the front desk, who was kind and helpful at check-in. Everything else was awful. The beds were uncomfortable and on rollers that kept moving; the blankets were old. The fridge smelled terrible, there was pubic hair on the bathroom floor, and the hanging bath towel had a big black string curled in the middle. The toilet was loose and clogged, and the bathroom handle stuck. The TV wouldn't tilt toward the second bed. Breakfast was awful with very few options, and each one seemed less appealing than the last. The yogurt tasted like a mix of cream cheese and regular yogurt, the waffle batter was frozen and then taken away, and the coffee spurted black stuff. In daylight, I saw a baggie with white residue among the rocks, along with broken beer bottles and trash.