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Reviews of SureStay Hotel by Best Western Florence

2.5 out of 5
SureStay Hotel by Best Western Florence
8075 Steilen Dr, Florence, KY

Reviews

6.4
Rating 10 - Excellent. 173 out of 859 reviews" "
Rating 8 - Good. 232 out of 859 reviews" "
Rating 6 - Okay. 150 out of 859 reviews" "
Rating 4 - Poor. 127 out of 859 reviews" "
Rating 2 - Terrible. 177 out of 859 reviews" "

6.2/10

Cleanliness

7.4/10

Staff & service

6.2/10

Amenities

5.8/10

Property conditions & facilities

5.6/10

Eco-friendliness

Reviews

10/10 Excellent

Tansia

The nice person that you have here in your hotel
Stayed 1 night in Apr 2024
Response from General Manager on 17 Apr 2024
Dear Tansia,It was great to have you staying with us at SureStay Hotel by Best Western Florence and we are also extremely delighted that you found this to be a happy experience. Positive endorsements like these that make us work harder and strive for perfection. Thank you. We are looking forward to seeing you with us soon. Sincerely,General Manager

4/10 Poor

Sandra

Travelled with family, Travelled with group
Liked: Staff & service
Disliked: Cleanliness
This hotel spelled like mildew and smoke even though it stated it was a smoke free hotel. Breakfast was not real great, gravy was cold with the biscuits. The staff was very friendly and help ful in getting another room.
Stayed 2 nights in Mar 2024
Response from General Manager on 16 Apr 2024
Dear Sandra,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

2/10 Terrible

kimberly

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from General Manager on 10 Apr 2024
Dear Kimberly,Thank you for choosing to stay with us. From your feedback we learned that we didn’t match your expectation. Kindly accept our apology for this issue. We have taken your feedback positively and appropriate measures have been initiated for preventing this in the future.We will constantly strive to improve our standards and amenities to exceed the expectations of our valued guests like yourself.Looking forward to welcoming you back.Sincerely,General Manager

2/10 Terrible

Michael

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Had roaches left after 15 minutes. Haven’t got refund through the hotel or Expedia. They are stealing $165 from me.
Stayed 1 night in Apr 2024
Response from General Manager on 15 Apr 2024
Dear Michael,We were very happy to have you as our Guest a few days back. Thank you for staying with us. We see that we did not meet your expectations and have disappointed you. We appreciate you bringing this to our attention. We are committed to working hard to improve our shortcomings and look forward to welcoming you back at the earliest. We are confident that during your next visit you will see a better version of us.Thank you,Sincerely,General Manager

2/10 Terrible

Patra

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
There were people cussing and screaming in the hotel all night long. We did not get any sleep due to people fighting outside the room in the hallway. A woman was cussing her kids and screaming at them and another neighbor was partying. Would not recommend!
Stayed 1 night in Mar 2024
Response from General Manager on 6 Apr 2024
Dear Patra,We were very happy to have you as our Guest a few days back. Thank you for staying with us. We see that we did not meet your expectations and have disappointed you. We appreciate you bringing this to our attention. We are committed to working hard to improve our shortcomings and look forward to welcoming you back at the earliest. We are confident that during your next visit you will see a better version of us.Sincerely,General Manager

2/10 Terrible

Stephen

The floor was dirty and the sheets were stained
Stayed 1 night in Mar 2024
Response from General Manager on 2 Apr 2024
Dear Stephen,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

2/10 Terrible

Tammy

Disliked: Cleanliness, staff & service, property conditions & facilities
First room they have me the tv didn’t work. Went back to desk and had to insist to get moved as they didn’t want to do that. Property was very noisy the mattress old and gross.
Stayed 1 night in Mar 2024
Response from General Manager on 31 Mar 2024
Dear Tammy,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Thank you,Sincerely,General Manager

10/10 Excellent

Kriston

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The staff was helpful and wonderful. They made booking the stay easy and efficient.
Stayed 5 nights in Mar 2024
Response from General Manager on 31 Mar 2024
Dear Kriston,We loved having you stay with us at SureStay Hotel by Best Western Florence. We are happy that you liked the experience. Thank you! You have motivated us to work harder and get better with your positive commentsWe look forward to seeing you visit us again soon and having even greater experience. Thank you,Sincerely,General Manager

6/10 Okay

Brenda

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Location was good and the staff and workers were very helpful and friendly. Thee biggest draw back for us was we are older and we stayed on the 2nd floor . There are no elevators and the stairs are uneven and narrow . Our rooms were fine except the hallways smelled of cigarettes and animals .
Stayed 2 nights in Mar 2024
Response from General Manager on 27 Mar 2024
Dear Brenda,Thank you for choosing to stay with us. From your feedback we learned that we didn’t match your expectation. Kindly accept our apology for this issue. We have taken your feedback positively and appropriate measures have been initiated for preventing this in the future.We will constantly strive to improve our standards and amenities to exceed the expectations of our valued guests like yourself.Looking forward to welcoming you back.Sincerely,General Manager

6/10 Okay

loretta

The hallways had laundry piled on the floor. There was a strong chemical smell from the cleaners. Noise of people running and talking in the hallways.
Stayed 1 night in Mar 2024
Response from General Manager on 25 Mar 2024
Dear Loretta,We were very happy to have you as our Guest a few days back. Thank you for staying with us. We see that we did not meet your expectations and have disappointed you. We appreciate you bringing this to our attention. We are committed to working hard to improve our shortcomings and look forward to welcoming you back at the earliest. We are confident that during your next visit you will see a better version of us.Thank you,Sincerely,General Manager

8/10 Good

Charles

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy access to highways and shopping
Stayed 3 nights in Mar 2024
Response from General Manager on 21 Mar 2024
Dear Charles,Thank you for choosing us at SureStay Hotel by Best Western Florence during your last stay here. We saw your comments and are happy that you enjoyed your stay. This means the world to us and it will motivate us to do even better.We will be delighted to host you again during the tour next stay hereSincerely,General Manager

10/10 Excellent

Kayla

Liked: Cleanliness, staff & service, property conditions & facilities
Great staff and great place to stay
Stayed 2 nights in Feb 2024
Response from General Manager on 25 Feb 2024
Dear Kayla,We loved having you stay with us at SureStay Hotel by Best Western Florence. We are happy that you liked the experience. Thank you! You have motivated us to work harder and get better with your positive commentsWe look forward to seeing you visit us again soon and having even greater experience. Thank you,Sincerely,General Manager

10/10 Excellent

EHINON

Liked: Cleanliness, staff & service, property conditions & facilities
M
Stayed 2 nights in Feb 2024
Response from General Manager on 22 Feb 2024
Dear Ehinon,Thank you for choosing us at SureStay Hotel by Best Western Florence during your last stay here. We saw your comments and are happy that you enjoyed your stay. This means the world to us and it will motivate us to do even better.We will be delighted to host you again during the tour next stay hereSincerely,General Manager

6/10 Okay

Vyapti

Disliked: Staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from General Manager on 20 Feb 2024
Dear Vyapti,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

2/10 Terrible

Raul

Disliked: Cleanliness, staff & service, property conditions & facilities
Not good at all
Stayed 7 nights in Jan 2024
Response from General Manager on 29 Jan 2024
Dear Raul,We were very happy to have you as our Guest a few days back. Thank you for staying with us. We see that we did not meet your expectations and have disappointed you. We appreciate you bringing this to our attention. We are committed to working hard to improve our shortcomings and look forward to welcoming you back at the earliest. We are confident that during your next visit you will see a better version of us.Thank you,Sincerely,General Manager

10/10 Excellent

Eduardo

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
I liked that it was quiet and clean. Staff was friendly, polite, and professional.
Stayed 1 night in Jan 2024
Response from General Manager on 27 Jan 2024
Dear Eduardo,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Sincerely,General Manager

4/10 Poor

pam

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
We have, once before, stayed in a Sure Stay and were not happy. This one was slightly better than the other one but only slightly. They are under construction but seem to be doing one room at a time, it would be better to block off a row of rooms a do them,probably cheaper as well. The rug in our room was very dirty.
Stayed 1 night in Jan 2024
Response from General Manager on 16 Jan 2024
Dear Pam,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

6/10 Okay

Terry

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The rooms were just a tad too tight. It was very hard for two people to move around at the same time. Another foot or two between the end of the bed and the dresser/desk would have made things much easier. I felt like I was crammed into a sardine can.
Stayed 5 nights in Nov 2023
Response from General Manager on 10 Jan 2024
Dear Terry,Thank you for choosing to stay with us. From your feedback we learned that we didn’t match your expectation. Kindly accept our apology for this issue. We have taken your feedback positively and appropriate measures have been initiated for preventing this in the future.We will constantly strive to improve our standards and amenities to exceed the expectations of our valued guests like yourself.Looking forward to welcoming you back.Sincerely,General Manager

8/10 Good

Ann

Travelled with partner
Liked: Cleanliness
This hotel was clean. The front desk was not staffed when we checked out at 1045am so just left them a note. The breakfast was fine. No other meals served but plenty of restaurants nearby. Close to Florence Mall and 30 minute drive to the Ark Encounter. This hotel is a good value.
Stayed 8 nights in Dec 2023
Response from General Manager on 8 Jan 2024
Dear Ann,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Thank you,Sincerely,General Manager

10/10 Excellent

Deana

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from General Manager on 26 Dec 2023
Dear Deana,We loved having you stay with us at SureStay Hotel by Best Western Florence. We are happy that you liked the experience. Thank you! You have motivated us to work harder and get better with your positive commentsWe look forward to seeing you visit us again soon and having even greater experience. Sincerely,General Manager

10/10 Excellent

Brennan

Stayed 5 nights in Dec 2023
Response from General Manager on 22 Dec 2023
Dear Brennan,We are delighted that you decided to stay with us at SureStay Hotel by Best Western Florence during your last trip. We acknowledge the happy experience that you have had. Thanks for sharing your valuable feedback. This means a lot to usWe are looking forward to seeing you again with us soon. Sincerely,General Manager

6/10 Okay

Verified traveller

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
You get what you pay for
Shouldn't have expected more for the price. Extremely friendly front desk however a very sketchy hotel. So many things just masked with air freshener and paint.
Stayed 1 night in Dec 2023
Response from General Manager on 21 Dec 2023
Dear Guest,Thank you for choosing to stay with us. We apologize for the shortcomings that you have highlighted. We have already initiated appropriate actions for improvements as per your feedback. You will certainly notice the changes on your next visit.Looking forward to welcoming you back.Sincerely, General Manager

4/10 Poor

Benjamin

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Room didn’t appear to have been cleaned prior to our arrival, just crossing fingers that they at least changed the bedding. Carpet was a mess, food remnants in chair, on floor, and in bathroom sink, along with broken glass on the bathroom floor...no way any of it was swept or vacuumed. Toothpaste on the mirror & bathroom sink, etc, etc...bedside lamp inoperable, large paint chip off the inner door, art frames either faded or filthy, the list goes on & on... If it had been any other trip, I would have asked at minimum for a new room, refund and gone elsewhere, etc...but with a 4am check-in, and only 5-6 hrs left to sleep, I didn't have the energy to even go back down to complain, let alone wait for any of those solutions...
Stayed 1 night in Dec 2023
Response from General Manager on 17 Dec 2023
Dear Benjamin,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Thank you,Sincerely,General Manager

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from General Manager on 14 Dec 2023
Dear Guest,Thank you for choosing us at SureStay Hotel by Best Western Florence during your last stay here. We saw your comments and are happy that you enjoyed your stay. This means the world to us and it will motivate us to do even better.We will be delighted to host you again during the tour next stay hereSincerely,General Manager

2/10 Terrible

Amy

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from General Manager on 14 Dec 2023
Dear Amy,Thank you for choosing to stay with us. We apologize for the shortcomings that you have highlighted. We have already initiated appropriate actions for improvements as per your feedback. You will certainly notice the changes on your next visit.Looking forward to welcoming you back.Sincerely, General Manager

6/10 Okay

Abigail

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from General Manager on 14 Dec 2023
Dear Abigail,Thank you for choosing to stay with us. We apologize for the shortcomings that you have highlighted. We have already initiated appropriate actions for improvements as per your feedback. You will certainly notice the changes on your next visit.Looking forward to welcoming you back.Sincerely, General Manager

2/10 Terrible

Scott

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Never again
The place is run down and questionable people in the parking lots. Staff comes in the room in the morning to “check “ the room before you even leave, never had that happen before, very unprofessional.
Stayed 1 night in Nov 2023
Response from General Manager on 22 Nov 2023
Dear Guest,Thank you for sharing your concerns. We sincerely apologize for any inconvenience during your stay, and we want to assure you that the safety and comfort of our guests are our top priorities. We are actively addressing issues related to the property's condition and external factors to enhance the overall guest experience. Regarding room checks, it is part of our policy to inspect rooms before guests leave to facilitate the prompt refund of cash deposits, and we appreciate your understanding of this process. Your feedback is invaluable, and we are committed to actively improving our services. Should you have any further concerns or suggestions, please feel free to reach out. We truly appreciate your choosing to stay with us, and we look forward to the opportunity to welcome you again under improved circumstances.Sincerely,

2/10 Terrible

Lori

Business traveller
Disliked: Cleanliness, amenities, property conditions & facilities
The front desk lady on check-in and the young man at discharge were friendly but that was the only positive thing I could find to say. The room was dirty and the pipes were coming through the wall in the bathroom. A dog was barking across the hall all night. The worst part was the screaming and fighting going on in the hall, banging on doors and profanity from about 11 pm until at least 2 am. I would have left to find another hotel but was afraid to go into the hall. I pushed a chair up against the door and left as early as I could.
Response from General Manager on 14 Nov 2023
Dear Lori,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from General Manager on 13 Nov 2023
Dear Guest,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Thank you,Sincerely,General Manager

6/10 Okay

Kevin

Disliked: Cleanliness, property conditions & facilities, room comfort
RUN, dont walk away!
Hotel staff was friendly - but the hotel was awful. Walking into a room with a patched hole in the door and a busted pee-hole was alarming, but a proper warning. The room was very dirty, with hair in the bathroom and dirt and paint chips everywhere. The nightstand was glued to the wall at such a slant you could not rest a cup on it. The phone on that stand did not work at all. One of the 2 beds was so busted I could not sleep on it and I had to snuggle my partner in the small bed instead. The breakfast was on par with the rest of the stay and none of the food was replaced after 7AM tho breakfast lasts until 9.
Stayed 1 night in Nov 2023
Response from General Manager on 11 Nov 2023
Dear Kevin,We were very happy to have you as our Guest a few days back. Thank you for staying with us. We see that we did not meet your expectations and have disappointed you. We appreciate you bringing this to our attention. We are committed to working hard to improve our shortcomings and look forward to welcoming you back at the earliest. We are confident that during your next visit you will see a better version of us.Sincerely,General Manager

8/10 Good

Elizabeth

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Nov 2023
Response from General Manager on 8 Nov 2023
Dear Elizabeth,It was great to have you staying with us at SureStay Hotel by Best Western Florence and we are also extremely delighted that you found this to be a happy experience. Positive endorsements like these that make us work harder and strive for perfection. Thank you. We are looking forward to seeing you with us soon. Sincerely,General Manager

8/10 Good

Yanni

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
I’m surprised the hotel is so clean and organized with this price! Very good deal! The staff in front desk was a bit cold, he didn’t want to speak one more word after answer your question, lol, just like a machine, well, I guess you could code a machine to speak more friendly and happily :) but overall, with this price, included breakfast, and so clean and organized, it’s good enough. You can’t ask 5 stars standard here. I just wish the guy could smile a bit, or answer at least “hmm” when I was going to tell the troubles i faced that day (I didn’t tell of course then). He was nice to give me a tooth brush though, after me asked. But he literally only gave me tooth brush, no tooth paste, lol, I went to the room and returned to ask if ha had tooth paste, and he answered “yes”, gave me tooth paste, and back to his seat in the corner, lol, no one more alphabet, no nothing, like a machine, just done it’s job, lol… Anyway, it didn’t affect me at all, as I had enough more than that, but I grateful that at least he gave me the tooth brush and tooth paste :)
Stayed 1 night in Nov 2023
Response from General Manager on 6 Nov 2023
Dear Yanni,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Thank you,Sincerely,General Manager

8/10 Good

Kami

Travelled with partner
Liked: Cleanliness, staff & service
Room was clean. A little outdated but still clean and comfortable.
Stayed 1 night in Oct 2023
Response from General Manager on 1 Nov 2023
Dear Kami,It was great to have you staying with us at SureStay Hotel by Best Western Florence and we are also extremely delighted that you found this to be a happy experience. Positive endorsements like these that make us work harder and strive for perfection. Thank you. We are looking forward to seeing you with us soon. Sincerely,General Manager

2/10 Terrible

Edgar, Woodbridge

Disliked: Staff & service, property conditions & facilities
Price wise is ok. However, it was dirty, dusty, smelling to marihuana every Ishtar of the 5 we were there. Will not stay at this venue EVER!!!
Stayed 5 nights in Oct 2023
Response from General Manager on 29 Oct 2023
Dear Edgar,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Thank you,Sincerely,General Manager

8/10 Good

Karen

Liked: Staff & service
It is in the process of renovations, they are very Kris of what they have accomplished so far. It will be really nice when complete. The staff is super friendly
Stayed 1 night in Oct 2023
Response from General Manager on 29 Oct 2023
Dear Karen,We loved having you stay with us at SureStay Hotel by Best Western Florence. We are happy that you liked the experience. Thank you! You have motivated us to work harder and get better with your positive commentsWe look forward to seeing you visit us again soon and having even greater experience. Thank you,Sincerely,General Manager

10/10 Excellent

thomas

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2023
Response from General Manager on 28 Oct 2023
Dear Thomas,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Sincerely,General Manager

8/10 Good

Gilberto

Stayed 3 nights in Oct 2023
Response from General Manager on 16 Nov 2023
Dear Gilberto,Thank you for choosing us at SureStay Hotel by Best Western Florence during your last stay here. We saw your comments and are happy that you enjoyed your stay. This means the world to us and it will motivate us to do even better.We will be delighted to host you again during the tour next stay hereSincerely,General Manager

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from General Manager on 27 Oct 2023
Dear Guest,We are delighted that you decided to stay with us at SureStay Hotel by Best Western Florence during your last trip. We acknowledge the happy experience that you have had. Thanks for sharing your valuable feedback. This means a lot to usWe are looking forward to seeing you again with us soon. Sincerely,General Manager

10/10 Excellent

ian

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
this hotel is a bit rundown
Stayed 1 night in Oct 2023
Response from General Manager on 23 Oct 2023
Dear Ian,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Thank you,Sincerely,General Manager

2/10 Terrible

Keegan

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from General Manager on 19 Oct 2023
Dear Keegan,Thank you for choosing to stay with us. We apologize for the shortcomings that you have highlighted. We have already initiated appropriate actions for improvements as per your feedback. You will certainly notice the changes on your next visit.Looking forward to welcoming you back.Sincerely, General Manager

2/10 Terrible

Shaun

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Toilet paper holder broken, lots of hair in the blow-dryer, bathroom fan broken, mold all over the entire place just painted over, sticky floors in the bathroom, leaking AC unit, mold in carpet, beds are hard and have a downward angle to your head. I immediately went and purchased anti-microbial spray for the entire carpet in the room to feel safe to breath in the room. I walked out of the hotel on the 2nd night because of how gross this place was. The surrounding city area doesn't feel very safe either.
Stayed 2 nights in Oct 2023
Response from General Manager on 17 Oct 2023
Dear Shaun,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

2/10 Terrible

Amir

Disliked: Cleanliness, staff & service, property conditions & facilities
Dirty , torn carpet , running toilet , none or poor breakfast items and supplies, uncooperative and not accommodating staff . Would not stay at this facility again and would not recommend.
Stayed 2 nights in Oct 2023
Response from General Manager on 17 Oct 2023
Dear Amir,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

8/10 Good

Rob

Business traveller
Liked: Cleanliness, staff & service
Was nice stay. Been here few times already
Stayed 3 nights in Oct 2023
Response from General Manager on 13 Oct 2023
Dear Rob,We are delighted that you decided to stay with us at SureStay Hotel by Best Western Florence during your last trip. We acknowledge the happy experience that you have had. Thanks for sharing your valuable feedback. This means a lot to usWe are looking forward to seeing you again with us soon. Sincerely,General Manager

4/10 Poor

Sai Kiran

Disliked: Cleanliness, property conditions & facilities
Experienced too many bug bites
Experienced too many bug bites in just two nights. Had to checkout if the hotel even before staying third night. Changed the rooms and even though experienced the bug bites.
Stayed 3 nights in Oct 2023
Response from General Manager on 11 Oct 2023
Dear Sai,Thank you for choosing to stay with us. From your feedback we learned that we didn’t match your expectation. Kindly accept our apology for this issue. We have taken your feedback positively and appropriate measures have been initiated for preventing this in the future.We will constantly strive to improve our standards and amenities to exceed the expectations of our valued guests like yourself.Looking forward to welcoming you back.Sincerely,General Manager

2/10 Terrible

Raisa, Hialeah

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stay away from this property. The place is dirty and absolutely outdated, moldy, muggy. Completely different from what the pictures show.
Stayed 4 nights in Oct 2023
Response from General Manager on 10 Oct 2023
Dear Raisa,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Sincerely,General Manager

10/10 Excellent

David

Stayed 1 night in Oct 2023
Response from General Manager on 9 Oct 2023
Dear David,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Thank you,Sincerely,General Manager

8/10 Good

Mitchell

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The room smell like smoke
Stayed 2 nights in Oct 2023
Response from General Manager on 8 Oct 2023
Dear Mitchell,We loved having you stay with us at SureStay Hotel by Best Western Florence. We are happy that you liked the experience. Thank you! You have motivated us to work harder and get better with your positive commentsWe look forward to seeing you visit us again soon and having even greater experience. Thank you,Sincerely,General Manager

2/10 Terrible

Sameh

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
The worst hotel ever ..rooms are very dirty and noisy. We ask for room service twice and never happen i had to go to the reception to get more towels..no elevator ..and rooms had cocorochs and bug and smells bad. Bathroom leaking and it is hard to fine anybody to talk to... AC not working in hallway they had a giant fan working all night we couldn't sleep from the noise... very unsafe. Cops showed up one night to solve an issue with a guest. If i can sue the hotel i will ..this is a scam and i have pictures for everything
Stayed 4 nights in Sep 2023
Response from General Manager on 1 Oct 2023
Dear Sameh,We are very thankful to you for selecting our property during your previous visit. From your review, we noticed that we have not lived up to your expectation and your high standards. We offer an unconditional apology. We have investigated your issue thoroughly and have taken appropriate steps to ensure that this does not repeat. Looking forward to welcoming you back and we are confident that you will see a better version of us then.Thank you,Sincerely,General Manager

8/10 Good

John

Liked: Staff & service
Stayed 3 nights in Sep 2023
Response from General Manager on 2 Oct 2023
Dear John,Thank you for staying with us at SureStay Hotel by Best Western Florence and for sharing your glowing feedback. We love it when our Guests notice the hard work and dedication that our staff puts into making these memories. Looking forward to welcoming you back at the soonest and we are confident that you will see an even better version of during your next stay.Thank you,Sincerely,General Manager

2/10 Terrible

Cathie

Stayed 1 night in Sep 2023
Response from General Manager on 2 Oct 2023
Dear Cathie,We were very happy to have you as our Guest a few days back. Thank you for staying with us. We see that we did not meet your expectations and have disappointed you. We appreciate you bringing this to our attention. We are committed to working hard to improve our shortcomings and look forward to welcoming you back at the earliest. We are confident that during your next visit you will see a better version of us.Thank you,Sincerely,General Manager