Surestay Plus By Best Western Rocklin

We were unhappy with our anniversary stay. The toilet seat was loose, and the room hadn't been vacuumed before we got there. The place felt like a psychiatric ward inside. The soda machine kept two of my quarters, and the front desk didn't offer to return them. The odor from the woman's body was really strong, too.

Our car was broken into overnight, and management has been unhelpful and unresponsive. The building felt unsecured because the exterior doors wouldn't latch, and the bathroom fan was broken, though the room was reasonably clean. The on-board computer will cost 13K to replace or repair. This happened in your parking lot, so you are responsible. I hope my insurance company directs its lawyers at you.

The place was dark, dirty, and badly outdated, nothing like the bright, clean hotel shown on the website. Our room had dirty handprints everywhere, broken glass in a picture, knife marks in the side table, and a chunk missing from the headboard. There were dogs loose in the hallways, and I'm sure people live in the hotel. The room key also stopped working each time we used it, so we had to get another one. The bed was broken, and I ended up with back and neck pain from it. I was offered another room at 12:30 AM, but turned it down because my family was asleep. Moving later would have been disruptive, too. I tried to speak with a manager the next morning about my unusual reason for being in Rocklin and the stressful weekend ahead. Staff said he'd arrive at 9am, but after I checked twice, he still hadn't shown up when I left at 10:45am. That evening he was gone again. When I finally reached General Manager Jaspher on Monday, he initially acted kind and helpful. But after I declined his offer of a 50% reimbursement, he talked over me, argued, and was rude and unprofessional. He wouldn't let me speak to anyone above him, told me “good luck” trying, said I would get no compensation, and hung up. I felt verbally assaulted by Jaspher and was disgusted with how he handled it and with the hotel overall. My family and I were distressed and badly inconvenienced. I expected basic cleanliness, safety, and customer service as a paying guest, but none of that was there. The stay didn't match what was advertised or what you'd reasonably expect from a professional hotel.

I've been staying temporarily at SureStay in Rocklin for a few months. When I have to stay elsewhere, I come right back, and it's easily my favorite hotel in the Placer County/Sacramento area. The rates are reasonable, and the rooms suit what we need. I have service animals, so we use the pet friendly rooms, which are always clean and have everything we need. Everyone is wonderful, from management and the front desk to housekeeping. I'm sure they'd do what they could to make things right if anything wasn't to your liking.