On 10/9-10/2020, we had made hotel reservations to stay at this hotel, in which reservations were made through Booking.com.. After a long 10 hour drive from Madera, CA to Surprise, AZ, we arrived at the hotel and checked in at approx. 4 pm.. We were so exhausted and only left to get dinner which we brought back into our room. We fell asleep at approx. 9 pm, and shortly after, awoke to someone attempting entry into our room using a hotel card. Luckily entry was not fully made as we had put the safety lock on. My husband had asked who it was at the door, but instead the unknown person (s) asked us for our name, which my husband provided. We tried to peek out the peephole to see who it was. Whoever it I was did not even knock on the door to see if anyone was in the room. I was terrified/traumatized thinking it might have been a room invasion. The next morning which was 10/10/20, my husband left the hotel room to get breakfast and upon his return, his key card did not work. Luckily I was in the room to open the door for him. I went to the hotel lobby and spoke to the clerk working at the time, explained the key card situation along with the attempted entry of the unknown person the previous night. She apologized and told me they were going to look into it. She then reset the key cards for them to work. On same day at approx. 10 am, the hotel housekeeper came and cleaned our room (took our trash, dirty towels), and had left only 2 bath clean towels. He didn't give us an outside shower mat, hand wash towels, and the toilet paper was really low and we ran out of Kleenex. On 10/11/2020, we left for breakfast, after we returned to our room. They cleaned, made up the bed, but did not replenished the toilet paper or Kleenex. I went downstairs to the hotel lobby and asked for toilet paper and Kleenex which were given to me which I took back to the room. That afternoon, we mostly stayed in the room. While laying on the bed, I felt like something bit my left leg under my pants behind my knee/calf area and it started to itch. I lifted my pant leg and found approx. 6 red welts/bites. I had to put some medication on it as it burned and itched. I was unable to find the critter and or critters(bugs) that bit me, and when I had moved my leg, I no longer got bitten and assumed the bed was safe to sleep on. During our stay, I never heard anyone vacuuming and that sounded odd to me. For those off you that have stayed in hotel rooms, it is normal to hear vacuum cleaners going in the morning during room(s) cleanup by the housekeepers/hotel maids. It is unknown to me how many people and/or rooms were occupied at time. On 10/12/2020, we proceeded to check out of our room and asked if they ever looked into the incident of the unknown person(s) attempting entry into our room on 10/9/2020. I was advised by the hotel clerk that yes, it was checked into and apparently there was a glitch in the hotel's computer system which were telling them that there were some rooms that were available and we weren't the only ones that had this issue. We were given a discount which was a free day and was only charged for two days. This is a nice hotel, and the hotel staff were friendly and accommodating, however, I question their lack of cleanliness of the hotel rooms. read more

minutes ago on Google I've run a youth baseball program for the past 12 years and have booked close to 100 hotel stays for our teams and this is the first time I've had this experience/treatment for my team parents. I am extremely disappointed with how our group was treated during our recent stay. We booked a block of rooms because we were traveling for a baseball tournament. Our team was eliminated on Sunday morning, so a couple of parents wanted to check out early and cancel their Monday night stay. They were told they could not cancel and would still be charged for Monday, even though they no longer needed the rooms and gave a days notice. What made the situation even more disappointing was that the hotel was not busy. It's not as though they held rooms for us that could have been sold to other guests, there were plenty of rooms available. A staff member actually told me that because occupancy was low, upper management would probably keep the money for Monday night rather than issue refunds and that's just what they did. That response made it clear that maximizing revenue was more important than taking care of loyal customers. I've booked this hotel several times in the past with other teams, it was my go-to hotel for Surprise, and we've never had an issue adjusting reservations when tournament schedules changed. Anyone who travels for youth sports understands that schedules are unpredictable and teams often don't know exactly how long they'll need to stay. Customer service was severely lacking, and there was no effort to work with our group despite the circumstances. A little flexibility and understanding would have gone a long way. Instead we were pointed to the "policy" that gave them the right to do what they did, but I work in customer service and know that just because you "can" doesn't always mean that you "should". To make matters worse, they allowed other parents in my group to shorten their stays earlier in the week without penalty but when it came to Sunday they wouldn't do it. Unfortunately, this experience has changed my opinion of this hotel, and I will be looking elsewhere for future team stays. read more

Okay, so the room was basically clean, that is except for the carpet. The carpet was really bad, so disgusting, it looked and smelled like it has never been cleaned. Trash in the hallway never got picked up the 3 days we were there. Included breakfast had a good variety of options. read more

Such a nice hotel with great amenities. The breakfast is delicious with all sorts of tasty choices each morning. They have a latte machine...my favorite thing! the staff is most helpful and professional. The rooms are spacious and quiet and very comfortable. I was visiting a relative in nearby Buckeye...easy to get to that location from the hotel. I felt instantly welcomed at check-in. I highly recommend this hotel. Last but not least, the rates are quite reasonable. read more

A loud cleaning person banged the cart, slammed doors, and talked vulgarly (every other word a F bomb) on their cellphone right outside the room w a 'do not disturb' sign, which apparently they don't think being quiet applies to them. Airplanes, trains, trucks, and road crews at 6am all seem to converge right by this hotel too, so be prepared for a very early morning wake-up whether you want one or not! Bed was comfy and the room clean were the only highlights. read more

Best Western plus 04/28/24- 04/30/24... Not only have I worked in the industry for over 20 years renovating hotels, because of that I have had to stay in many while working. This by far is not a new hotel but I will tell you, it was the cleanest, friendliest staff I have ever had the pleasure of being taken care of by. For the price point you might expect far less. The room was clean, well appointed and not smelly in the least. The breakfast was edible, hot and well laid out. They have a noise policy that apparently works pretty well because in my three day stay I was not inconvenienced by a loud guest and the hotel was pretty well filled. Corridors were clean, etc. I could go on and on. I just this property and those who run it deserve a thank you for that these times they came through big time. You have my accolades and deserve them. Robert Spears El Dorado Hills CA read more

This is not it. My parents have stayed here a lot since I moved to the area, and they thought the staff was awesome, until my parents got covid from the hotel after a week of staying there (they didn't go anywhere else the whole time they were in AZ and they're the only ones who got covid). Now they had a staff member tell them this morning (didn't "so-and-so ask you to leave?" My dad is so sick he can't even get out of bed and they're making them get up and drive home to California. It's gross behind your couches. We found pills and nasty balls of dirt when my son dropped his toy. We will find another place for them to stay. read more

Go anywhere but here! Looks decent enough but looks can be deceiving! We were on the first floor. The people above us sounded as if an adult was running across the room and jumping off the bed UNTIL SOMETIME AFTER 2AM! We complained to management ( very young woman who was still in training) and they couldn't do anything but ask them to quiet down, which they did not as they said they had a 2 year old who was hyper. REALLY? Then, at 7AM the front desk ( I believe it was shift change) there were several women congregated laughing so loudly they woke us up. Best Western, what you sell is the opportunity to sleep, which you did not provide. read more

I booked a trip A month in advance. I arrived on February 18 and checked out the next day. Before arriving I have tried to call the hotel numerous times but no one ever answered the phone. When I arrived to check in, the front desk associate told me that she would be back because she had to deliver towels to a room. More than 10 minutes have passed before she had returned. When she returned she sat down a pack cigarettes and a lighter. Later in the same day I was leaving to get food and I heard the phone ringing. The same front desk associate was on her personal phone ignoring the hotel phone. She continue to talk on the phone until she noticed that my fiancé and I were staring at her. She quickly got off the phone and answered the hotel phone. The location of the hotel was very convenient for my weekend plans and it was nice having food and other amenities within a short distance. However, the cleanliness of the room was extremely questionable. I had found food and pieces of a plastic fork around the bed and the sheets look like they had been previously used. I would think with Covid still being a major issue that cleanliness of rooms would be top priority for any hotel. The level of service and the cleanliness of the rooms was not worth the price I paid. I would never recommend this hotel to any friends or family. read more

This was the worst experience I have dealt with hotels being a disabled veteran. I made a reservation a week before my arrival. When I show up with my children and my husband not far behind, I found out they canceled my reservation the day after I made it. Didn't bother to let me know and on top of that they tried to blame Expedia. When I confirm with Expedia while outside of this hotel they said it shows active reservation meaning on there side I still have a reservation. The hotel was full and all they can say it was a miscommunication between me and Expedia when they first said the hotel canceled my reservation a day after. This is unprofessional and they didn't even bother to make it right. I called around and a nice hotel manager of a different company hotel said she was booked but took her time out to look for another hotel to meet my commendations. It's sad this hotel didn't even bother to do the same. read more

I would not recommend this hotel at all. We booked through priceline, and it was SUPPOSED to be a 3 star, ya maybe 2 star at best. Stained floors everywhere, bathroom door that would not stay open, our view was the side of a building, no breakfast even though both their website and priceline said they were serving continental breakfast. Staff would not answer phone, either calling from cell or room phone. When speaking to staff at desk, they were dismissive and rude. Parking is up to the Lowes where they dtavk steer manuer. No Joke....The only plus was a comfy bed and a vent in the bathroom, but WAY overpriced for what you get. read more

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Absolutely love this place! Customer service is top notch! Breakfast is great! Always fully stocked, clean, and coffee is delicious! The rooms are super clean! Pool is heated and clean. Once again I must say the customer service is awesome! Thank you to the girls at check in for making us feel at home! We wished we could stay longer! We will definitely be staying at this location again! read more

This is a descent hotel. Clean and not far from from major Highway. However, the desk clerk during The check in process needs to work on professionalism. read more

Best Western Plus Surprise-Phoenix NW - Desk clerk during check in.... - Hotels Near Me - Surprise, Arizona

This was by far the nicest hotel that we have stayed at. It is dog friendly, very clean and the staff is wonderful. The breakfast is great and the rooms are clean. We have had no issues. We stayed at a Hilton and it was disastrous. The A/C blows cold and the beds are comfortable. The pool is nice and the jacuzzi is hot. Like I said we are very satisfied here. We had to keep extending our stay and they were great about it. read more

Great as always! Perfect personnel, great breakfast. Strongly recommend since we stop here from New York all the time.

We traveled from Bullhead City. Ax to attend a Funeral in Surprise, AZ I booked it though Hotwire. We needed to change and freshen up to attend the Funeral we arrived at 1:00 and the hotel was very accommodating and allowed us to check on so we could changed and attend the funeral; at 2:00. The room was nice things were in place it was clean and decorated nicely. Crystal the front desk attendant was friendly made check in easy. Not sure if I will need to drive out to Suprize again but I know where to stay if I do read more

AWFUL hotel. Upon arrival (an hour PAST the 3pm check in time) I was told my room was not ready as they had only one maid. Oh well, I'll just use the hot tub - nope! Hot tub doesn't get hot and is FILTHY. No worries, I'll just take a hot shower in the room finally - you guessed it! No hot water. But the silver lining is there's three water settings on the shower head! Jk, all of them just blast thin streams of hard water like a mf lazer. Some other complaints in no specific order: uncomfortable beds, weird smells, a generic tv remote that doesn't work, soaps and conditioners that some how make you smell worse than before your shower and paper walls so thin that you can hear your hotel neighbor breathe. read more

Worst hotel service I have ever experienced. Manager was extremely rude and very disrespectful to my elderly mother. My mother doesn't get around very fast and she told her rudely to move out of the way. This is not a very friendly staff for elderly if your traveling with your parents. I will never stay at a Best Western again. read more

Crystal was so helpful in getting us a room last minute. We had car trouble and needed a place for my elderly parents. Great service!

This place is ABSOLUTLY HORRIBLE, The staff is about as rude as it comes. We had our team come out for a baseball tournament. Now, there was a big baseball and softball tournament this weekend so there was several teams staying at the hotel. Kids running around everywhere! I made it a point to make sure my older kids were in at a decent hour and nit running around like the other younger teams. I even spoke to the lady in the morning and told her it was not my kids and she needed to keep an eye our for herself. So after my stay, I get home a BAM I get hit with a 50 dollar charge! Never did they tell me they were going to do this! I will be calling my credit card company and disputing this charge. Another of my team parents had the exact same charge. If you stay here BEWARE, especially if you have kids. It doesn't matter if you watch them to make sure there good, this place will just slap a charge onto you and hope you do not notice. NEVER AGAIN WILL I COME HERE!!! read more

When I arrived I saw 3 employees taking their break in the dining room. One yelled "Are you checking in, because we have no clean rooms. Come back at 3.00." I was able to check in at 3:00. After two days there had been no housekeeping service to provide clean towels or empty the trash. I called the front desk for fresh towels and a roll of toilet paper. I was instructed to come down to the front desk, but then she said someone would bring me my items. An employee knocked and handed me my items. No attempt to take the wet towels or install the roll of TP. Also, the trash can was full, and rather than call again, I emptied it myself and put the bag in a trash can. I will be requesting a partial refund. This is a total self-service hotel. Do not expect your room to be cleaned. I walked around the room barefoot, which was not a good idea. The soles of my feet were black with dirt. I doubt that they ever clean the carpets. Wear your socks! read more

Our huge complaint was that the room had a bad odor, which hits you in the face the moment you opened the door and management must be aware of. We stuck it out because it was late when we arrived and needed a suite with three beds. Would not consider staying here again. read more

Horrible locations and paper thin walls. The staff was very loud at 7 am. We had our dog with us and decided to stay here with him. The traffic from the Lowes Store is loud with heavy traffic. Housekeeping came by twice before check-out. The second time she didn't even knock and used her key to walk in before check out time. She was extremely lucky our dog (off leash) was relaxing between my husband and I or he would have protected his parents. I found it very unprofessional for housekeeping to walk in without a knock and notice at minimum. Not to mention how loud they talked in the hallway early in the morning. (We knew they were employees because they heard every word of their conversations). We got the recommendation from Bring Fido for dog friendly hotels. However, I would not follow any positive recommendation to this hotel unless you have no other dog friendly choices. Would not go back. Front desk staff is MIA from time to time throughout stay. (One of our hotel keycards went out). read more

I love this place!! The entire staff including the manager are SO kind and nice. (Keep in mind any reviews from before about 3-4 weeks ago are under the old management and all the employees are new). It's so clean, and they're very accommodating. Plus the free breakfast is great! Highly recommend! read more

This place needs help but the redhead upfront with the nice butt was an absolute pleasure! Kinda wish more distant relatives would die so i can visit surprise! read more

I asked why my room had not been cleaned and why my supplies had not been refilled. I was handed a flyer which noted that due to COVID the room would only be cleaned once per 5 days. No discussion, so I simply crumbled the flyer and dropped it. Ok, so be it, apparently there is no staff to clean as we in this country have come to expect, but I wonder, did the hotel lower the daily rate, after all there are not paying staff at prior levels? I do not think so, I paid more than $600 for 2 terrible days. By the way, even if the room is not cleaned, do guests no longer receive towels, toilet paper, shampoo, or should I have brought my own? Stand by for Yelp review. read more

I was dismayed to discover that although there are 3 floors and all have a place for an ice machine, the only ice machine working (barely) was on the 3rd floor. The first day of the breakfast buffet the lady staff member started putting food away into the back room although there were still people eating and it was a little prior to the buffet end time. We had to ask her for things she was taking away before they were gone. When I first came in I had to go to the front desk to ask for a plastic spoon because there were none. read more