SureStay Plus Hotel by Best Western Southern Pines Pinehurst

Exceptional customer service I can not express my gratitude for every employee I encountered, from the person I spoke to on the phone (during a crisis that they had no idea about), to the person that went out of her way to get me checked in early, to the worker that helped me when I dropped my backpack and my cooler, to the workers that were kind about my psychotic barking dog every time he was walked. Every single person was kind, helpful, and knowledgeable about running this establishment. Our room was clean as well which I am so grateful for. Kudos to all the employees at SureStay by Best Western

Clean, pleasant, not good for elderly guests. The hotel was pretty clean and has an attractive courtyard. We weren't disturbed by road noise or guest noise. The beds were firm and comfortable. The internet worked well for our needs. My elderly mom had trouble, though; the toilets are very low and were impossible for her to stand up from (and apparently that's true in the handicapped-accessible rooms as well, I was told), and the beds were very high. If you have no mobility problems, presumably you won't care. A few things in our room didn't work right: the coffee maker was busted and the A/C couldn't be set higher than 69 degrees, so we had to choose between roasting in the humidity or freezing to death. However, extra blankets kindly provided by the staff remedied the temperature issue for us. We rented two rooms, and the other room didn't have this A/C problem, so switching rooms is also likely an option. Our room also had a very strong unpleasant air freshener smell, but the second room didn't, so again, it probably depends on the room. We were only there two days, so we didn't work too hard on getting the broken things fixed. The staff was very kind and helpful, though, so whenever I did ask, they definitely did what they could.

Floors were filthy We booked 4 nights here over Memorial Day weekend. Staff at front was exceptionally nice all weekend. We got in late the first night, around 9:30 pm and traveled with 2 young children. Room was fine until we took baths and walked around the room. The floor was so filthy it made mud. I took a baby wipes 5 different times to the main floor and they came back covered in dirt, hair, and dead bugs. In the morning I asked the receptionist to please have our room swept and mopped. They made a note. Figured it would be done. Got back around 9:00pm. Not swept, mopped, out of towels and toliet paper. Went down to receptionist. Very sweet and apologized. Told me they did not have a mop we could use but offered me another room. Ok. Went to the other room with baby wipes....just as dirty, so we stayed in the original room. Asked for the room to be cleaned again ( Memorial Day), said they would. Needless to say, it was never cleaned. Talked to the manager, Clara, Tuesday and asked to cancel the reservation for Tues night and be reimbursed only the cleaning fees for the other nights. She refused. She was not apologetic, told us we could have moved rooms or just come down and get our own towels, and acted like she was doing us a favor by "letting" us check out late and reimbursing us for that night (never mind she wasn't in the office when we went in to talk to her in the am before the check out time). I don't need fancy, I just need clean. I wasn't expecting a 4 seasons but I do think things should be cleaned. Nit picky things may include trash all over the pool area, bath tub plug not working, "breakfast" of a packaged muffin and juice, not refilling coffee, toliet paper, or towels. There are plenty of similarly price hotels around. Please choose any other.

Golf Trip 2021 We came back to our room to find several lights on, the toilet seat and cover were up an someone had urinated in the toilet and didn't flush and the plastic liners for the ice pail were lying in the sink and the water was running on top of them! I contacted the front desk concerning someone being in our room and the person seemed very concerned and informed me she was emailing the manager and the owner and that they would probably be contacting me. She also called back to see if we wanted to switch rooms but we declined as we didn't want to move everything but we did ask for new key cards. In the morning, I went to retrieve the new key cards and the person behind the counter said she would issue them but were we certain that housekeeping hadn't been the ones in our room? So I responded with "so it would be acceptable for housekeeping to leave our room like that?" By the way, no one ever contacted me about our concern, Lastly, on our final night, the room next to us was rented and the individuals were running drug deals from the hotel! We have stayed here over the past 13 years and have been very satisfied however I will never be staying here again! Did not feel safe staying here!

Very uncomfortable bed We traveled to visit family staying in the area. We booked 5 days. The bed was extremely hard and uncomfortable. Room was clean and all items worked as they should. Plenty of hot water and AC worked great .