SureStay Hotel by Best Western Williams - Grand Canyon

We stayed two nights, and the location was peaceful, with little local shops and places to eat nearby. It’s about an hour from the Grand Canyon and around 30 minutes from Flagstaff. The hotel is basic, but it met our needs, and the man at the front desk was very nice. Breakfast didn’t have much to choose from, though my kids loved watching the pancakes come off the conveyor belt after cooking. The sunset view from our room was incredible. The building seems older, with some carpet wear and an old bathtub, but the room was clean, the bed was comfortable, and the shower was just right. I’d highly suggest staying here.

Breakfast was a mess. The pancake machine kept breaking, the toaster blew a fuse while someone was using it, and when we asked for milk, the man filled the pitcher only a little. Less than 10 minutes later someone else needed milk too. At least three groups went to their cars for breakfast because what was offered wasn’t enough for the number of guests, and there was no fresh fruit or protein. When another guest asked for more bread and muffins, he yelled that he was only one man and the guest should wait. He returned with six slices of bread and six mini muffins for about 10 guests. Our room was dated, with stained and torn carpet and a broken mattress cover that showed the old mattress underneath. I wouldn’t let the kids walk on the carpet without shoes or sandals. The partly used toilet paper roll they provided wasn’t enough for six people over two days, so we had to go to the desk for more. We stayed the second night rather than waste the money, but didn’t stay for another breakfast. Two weeks before our visit, we tried to change the reservation, but got no response. Priceline told me to work it out with the hotel when we arrived. The man at the desk refused to change it and said it was my fault for not calling him directly, since he’d never heard from Priceline. He said we could leave early but still had to pay for the stay, and wouldn’t budge even when I showed him the unanswered email. He also argued when I said the TV didn’t work. It eventually worked, but only after he came to the room to show us how to use it. I can’t give this place zero stars, but I’d love to give it even fewer than one. Please don’t waste your money. It’s not worth it.

The biggest concern for me was the security of my reservation information. Before we arrived, someone using an Indian number sent a WhatsApp message with my full name, reservation number, dates, and hotel group name. It included a suspicious link and warned that the booking would be cancelled if I didn’t click it. I asked them to contact me through Booking.com and checked with the hotel website. At SureStay, the receptionist confirmed the message was spam. I’m still left wondering how my details got out. That’s seriously concerning and unacceptable. We’d booked two rooms, one for 3 adults and one for 2. At check-in, the receptionist charged me separately for each, then asked for payment a third time, saying the first transaction hadn’t gone through. Nothing on the card machine showed a failure, and my bank app listed the transactions. He gave me only two receipts and told me to dispute it with my bank. I had to insist many times for proof, and after a long argument he finally agreed to record a video. The room for 3 adults had an extremely small bed for a couple. When we went down to ask for an extra mattress, the same staff member was rude and said he couldn’t help. He eventually brought an extra blanket. I also accidentally left my suitcase in the hallway and realized the next morning after showering. My friend asked if the hotel had it, but the receptionist wouldn’t give it to him, saying it had to be opened in front of me so he could check what was inside. I had to go downstairs in a towel to retrieve my own bag. It was embarrassing and unnecessary. He also complained that we’d made too much noise the previous night and claimed we were fighting, when we’d been loudly venting about how rude he’d been. After breakfast, we explained that a polite, transparent approach from the start could have avoided all this stress. He apologized, but the damage was done. I can’t recommend this hotel, especially with such a serious issue involving my personal reservation details. No guest should have to deal with that.

I booked four nights using my Best Western employee discount, which brought it to $30 a night. After what happened, I left two days early. I don’t expect a refund, but I’m glad to be out of there. The room itself was clean and the bed was fairly comfortable, but the hotel is dated and badly needs a remodel. There were two outlets and a light switch that didn’t work. There’s no elevator, which was fine for me, though older or disabled guests wouldn’t be able to get to the second floor. Breakfast was a joke: white bread, two kinds of cereal, and an automatic pancake machine that barely worked. The pancakes stuck to the conveyor and came out shredded. I think there was also a self-serve yogurt machine and a juice dispenser. On my second night, my key stopped working. The desk clerk was asleep, and it took a couple of minutes to wake him. After I gave him my room number, he checked his computer and said I was in a different room. Even when I corrected him, he insisted several times that I was wrong. He eventually made a new key, but the whole exchange made me feel like a criminal just for needing one. That old saying about getting what you pay for fits this place.