SureStay Hotel by Best Western Williams - Grand Canyon

Absolutely worst hotel experience ever What a horrible experience. I typically stay 120+ night/yr at Hilton/Mariott properties, and as it seems Best Western is trying to up their game, decided to try them a few times this year, becoming Diamond status in the process. While most properties are OK, this was a terrible excuse for a motel and based on the lack of a solution from corporate customer service, most probably soured me on the BW brand. Specifically, booked a 2 night stay, was given a room smaller than some of the Japanese capsule hotels I’ve been at, with a broken A/C and horrible smell. After enduring 1 night, we checked out about noon and told the front desk attendant to check us out and why we were leaving. To my surprise I was billed for 2 nights. I called the hotel manager (who identified himself only as A.B.) and while I’m liable for the first night, told A.B. they have no right to charge for the 2nd night. The manager said no, since I didn’t say I wanted my money back they are charging me. Huh? You are kidding, right? This was not a non-refundable pre-pay reservation, what are you doing charging me in advance anyway? Nope. After some rather heated words on both sides, I said you want to settle this now or should I escalate. He rudely said go ahead, escalate, this happens all the time to them and they know how to handle. Impressive customer service. So my response is to try and recover the 2nd night charge through the credit company and file a BBB complaint against this establishment. So my advice is to avoid this run down motel at all costs, and to BW management, you need to fire this guy immediately. What a horrible excuse for a customer service representative, and as far as me, I’m sticking with a more professional hotel group.

You can put lipstick on a Pig Their site photos showed a beautiful pool and a well kept property, this was not the case. We arrived about 4pm with three grandkids age 12,11,9 and we had promised the 3 that there would be a pool. I proceeded to check-in, I was told the tv needed a new cable and that someone was driving to get it as we spoke and they would be back in about an hour . As I was checking in my wife took a look at the pool and found it totally disgusting, green with algae all over the bottom. I asked about the pool and found out it had been in that condition since January when the new owners bought. Our room was on the second floor with no elevator so everybody had to carry all the luggage up the stairs. We discovered the room only had one chair and a table to sit at along with the 3 beds and a non working lamp on the table. The room had a sloppy paint job and there was a hole in the wall behind the door. When we were settling into the room I tried to turn on the AC and discovered that the buttons to turn it on and up or down were totally missing. It had a non-working remote control. I tried to call the front desk but the phone in the room also was not working so I had to walk back down to front desk to get help for the AC, phone and to see about the cable for the TV as it is now about 6pm. I talked to the front desk, who was the maintenance man and the owners brother. He came up to the room and put new batteries in the remote and I asked about the cable for the TV, he said sorry it hadn't arrived yet but it should be there shortly. The cable never did show up! Their continental breakfast was pre-packaged danish, two types of cold cereal , some yogurt and coffee . When we were checking out at 7 am we complained once again about the TV, AC and the pool. The same maintenance man/brother of owner said "we shouldn't let this sour our trip" and gave us a 10 % off our bill but since the $197 had already been charged to our credit card he refunded $19 to the card. When we were at the Grand Canyon I received a text message from my credit card that the refunded $19 dollars and been recharge to my card. After leaving the Grand Canyon we had to drive by this motel so I stopped in and asked why my credit card was recharged. The same front desk clerk/ maintenance man/ brother of owner gave me a refund on the card again. The very next day my credit card again was recharged the $19, thats when I called Best Western corporate. I would not stay here ever again, the photos on their website are very deceiving

Needs full breakfast included Wish we could have stayed longer. Enjoyed our short visit. Pool & hot tub at night were lovely. Kids enjoyed the arcade. Wish they offered a free buffet breakfast - $20 US per person felt a little much when we'd already spent $250 US on the room. We opted to get breakfast elsewhere.

Comfortable Stay near Historical Landmark After long drive from Las Vegas, we arrived here and parking lot was mostly full. We met another group of elders and they were complaining how it was very difficult to find a hotel in the area. We were welcomed by nice receptionist and handed our room keys right away. We loved our stay there. Thank you for excellent service!

Escape Weekend Clean, super friendly staff, small dining area for breakfast - took it back to our room. away from town and nice and quiet. From here we caught the train ride to the Grand Canyon. Wonderful. A small blizzard in the canyon and enjoyed the chill of it all.