Reviews of SureStay by Best Western Walla Walla 2 stars
2315 Eastgate St., Walla Walla, 99362-1558, United States
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Reviewed: 1 September 2025 · Stayed in August 2025
Verified reviewReviewed: 1 September 2025 · Stayed in August 2025
Verified reviewBest part of the stay
No pool no hot tub very small room for the price. Price was 40.00 more than what i am staying in tonight.
Cecilia, thank you for taking the time to rate our hotel. We’re sorry the room you stayed in didn’t meet your expectations. I would like to address that the pool and hot tub are open, so I apologize if there was any confusion. I wish you would have contacted the front desk pertaining to your room we would have gladly moved you to a room of your liking. We hope that you will come back and let us meet your standards. Hope to see you again!
Cecilia, thank you for taking the time to rate our hotel. We’re sorry the room you stayed in didn’t meet your expectations. I would like to address that the pool and hot tub are open, so I apologize if there was any confusion. I wish you wo… Show more
Reviewed: 31 August 2025 · Stayed in August 2025
Verified reviewThe breakfast was good. It was simple but good. The beds were comfortable. The Internet was good. The staff was nice.
The pool was closed and I didn't get an email about it until it was too late to reserve a different place. There was a lot of black mold that someone tried to paint over in a large area in the bathroom. The bathroom was not cleaned. The tile in the bathroom needs a deep clean. As soon as we opened the door to the room a wall of a musty odor hit us - it was pretty gross.
I apologize that we fell short to meet your expectations Cynthia, but meeting our guest expectations is our priority. The pool and hot tub were open while you stayed here, and I wish you would have contacted the front desk immediately and we would have taken action immediately and moved you to another room. A Please contact the property if any more issues.
I apologize that we fell short to meet your expectations Cynthia, but meeting our guest expectations is our priority. The pool and hot tub were open while you stayed here, and I wish you would have contacted the front desk immediately and w… Show more
Reviewed: 30 August 2025 · Stayed in August 2025
Verified reviewVery good.
All was good
We appreciate your enthusiasm, Josephine! Your kind words motivate our team to keep up the great work. Looking forward to your next visit.
Reviewed: 28 August 2025 · Stayed in August 2025
Verified reviewSmelly, damp carpet, not enuf towels, creepy
Nice breakfast
Pamela, I apologize that we fell short in meeting your expectoration's! Our staff work very hard each day to assure make sure we meet our guest's expectations and that they feel right at home. I hope that next time you will give us a second chance to show you that we can meet your expectations,
Pamela, I apologize that we fell short in meeting your expectoration's! Our staff work very hard each day to assure make sure we meet our guest's expectations and that they feel right at home. I hope that next time you will give us … Show more
Reviewed: 23 August 2025 · Stayed in August 2025
Verified reviewLocation worked well for our trip. Breakfast was better than many Continental breakfast offerings.
Facilities are starting to show wear.
Todd, we appreciate your feedback on the comfort of our accommodations. It's important to us that our guests feel at home, we look forward to welcoming you back for another relaxing visit!
Reviewed: 11 August 2025 · Stayed in August 2025
Verified reviewDid not have e the breahfast,location next to freeway is great.
This is a time worn hotel just this side of depressing. Old sheets and pillows,carpet had cigarette burn,but it smelled. I had to cha ge roomsfro.. first floor to 214. 214 smelled of very old dust cigarette a d stuffy. Old carpet that did not look clean,thin used,old sheets. It's seen it's good days & needs new fur iturecarpets and bedding.
Maryjulia, thank you very much for your candid review of your recent stay at Surestay by Best Western in Walla Walla. Your feedback is extremely valuable to us, as we strive to improve with each and every stay. We greatly appreciate your comments about aspects of the room that need updating. It is a pleasure to announce that we will be implementing many of these upgrades to the property within the next couple of months. We have already replaced all the mattresses in the rooms, as well as pillows, new linen has been added as well and there is new furniture that has been ordered nut due to shipping delays has not arrived, bathrooms have been upgraded and much more is still to come! In taking great care of our charming hotel, our main priority is to be able to offer a very well-maintained and comfortable atmosphere. I hope that I can convince you to change your mind about another visit to our property. It would be such a pleasure for our team to personally welcome you back to our new and improved hotel!
Maryjulia, thank you very much for your candid review of your recent stay at Surestay by Best Western in Walla Walla. Your feedback is extremely valuable to us, as we strive to improve with each and every stay. We greatly appreciate your co… Show more
Reviewed: 10 August 2025 · Stayed in August 2025
Verified reviewNice woman in office. Local water tasted pretty good. Near the airport.
Bed was uncomfortable. Decor is very ugly and gives the sense of being dirty. Room had a cheap feel. Trash under the table. Looks like an old hotel made over. Hallway smelled unpleasant. Hotel is apparently rented as short term residences for people who leave in the middle of the night for work. Overpriced.
Sharon, thank you for taking the time to share your experience with our team here at SureStay by Best Western in Walla Walla. We send our sincere apologies are deeply concerned to hear that your visit did not meet our usual guest standards of service. Your satisfaction and meeting our guest expectations is is our top priority, and if you would have brought this to our attention immediately that you were not satisfied with the room we would have gladly accommodated you to a room of your likening, but you did not give us the opportunity to address your concerns. I hope that you will consider giving us another chance next time you travel through Walla Walla we would love to welcome you back!
Sharon, thank you for taking the time to share your experience with our team here at SureStay by Best Western in Walla Walla. We send our sincere apologies are deeply concerned to hear that your visit did not meet our usual guest standards … Show more
Reviewed: 7 August 2025 · Stayed in August 2025
Verified reviewroom was dirty and specially the bathroom. Yellow stuff around the toilet and the shower. Very dusty and we couldn't get a shower in the morning because power was out. No breakfast and so hot. Very bad experience. Not coming back again
Thank you for your feedback, Jacqueline! I apologize for the inconvinence and discomfort this caused while you stayed at our hotel and I would like to press that if you would have stopped by our front desk and brought it to our attention immediately we would have accommodated you in another room to meet your expectations, also that room was rented the following day and since then also we have not had any complaints about anything in the bathroom. Regarding the power I apologize also but unfortunately but that was a power outage with the city that had nothing to do with our hotel property so that was out of our control, but I do apologize for the inconvinence. I hope you will give us a second chance to prove to you we can meet your expectations.
Thank you for your feedback, Jacqueline! I apologize for the inconvinence and discomfort this caused while you stayed at our hotel and I would like to press that if you would have stopped by our front desk and brought it to our attention im… Show more
Reviewed: 4 August 2025 · Stayed in August 2025
Verified reviewpower went out in what i understand was a city thing, but i very specifically asked for a bottom floor because i have a baby and recovering still from c section, they gave me second but said there’s elevator and my room is also right across from elevator. power goes out in morning, room gets hot with no air, can’t shower, can’t work over half of the free breakfast, sandwiches are frozen can’t microwave. pretty much cereal and juice. mind you it’s 80 a night right now and 174 when i paid they racked it up over a weekend. couldn’t use pool. the elevator didn’t work and the doors to the stairs right outside my room was locked so i had to walk down a long hallway in the dark, with a baby and bags. and i explain why i believe i deserve a partial refund due to all these things, and i got a rude response of “i can take it up with the city because it’s not their fault.” apparently management doesn’t want customers to return because that’s a very unprofessional response. i realize wasnt their fault so i didn’t ask for full response but still no generators, no partial refund, no accommodations whatsoever to try and make the customer happy. i will not stay again.
I am sorry about your issues you experienced, but I already checked with my front desk employee who checked you in that day and she states that you never requested 1st floor I also checked the booking site where you reservation there are no special request for the 1st floor also you checked in at 10 pm after pool is closed if you our pool hours are from 9 am - 10 pm it is stated on our website. I am sorry but we have no control over the power situation or the weather or air for that day I've very sorry and also we do not change rate on the weekends everybody's were high our hotel rate was lowest for that weekend that is why you booked with us, if you would like you can compare rates for this rates for this weekends as well so you can see we are the lowest rate in Walla Walla. As to the dark hallways that is due to the power being out and the doors automatically shut when the power goes out or anything electrical due to the fire control. If you needed assistance with your bags, you could have reached out to the front desk, and we would gladly have helped you with your bags to carry them for you. We are always want our guest to return but, in this incident, this was out of our control so there for we cannot refund something that we have no control of.
I am sorry about your issues you experienced, but I already checked with my front desk employee who checked you in that day and she states that you never requested 1st floor I also checked the booking site where you reservation there are … Show more
Reviewed: 4 August 2025 · Stayed in August 2025
Verified reviewReviewed: 4 August 2025 · Stayed in August 2025
Verified reviewReviewed: 3 August 2025 · Stayed in August 2025
Verified reviewYour not allowed to have guest swim in the pool without paying additional fees per guest and signing a waiver. The front desk staff were not friendly and seemed irritated. Although the cleaning staff was very pleasant and helpful. The breakfast was great exactly what I would hope for in a continental breakfast.
They charge additional fees for guest's to swim. Front desk staff was unfriendly.
Cleveland, I apologize for the inconvenience that you experienced, here at SureStay by Best Western, we pride our team on providing exceptional service, and it’s clear we missed the mark in your case. We’ve taken your feedback to heart and are using it to improve our training and procedures.
Cleveland, I apologize for the inconvenience that you experienced, here at SureStay by Best Western, we pride our team on providing exceptional service, and it’s clear we missed the mark in your case. We’ve taken your feedback to heart and … Show more
Reviewed: 1 August 2025 · Stayed in July 2025
Verified reviewReviewed: 28 July 2025 · Stayed in June 2025
Verified reviewReviewed: 25 July 2025 · Stayed in July 2025
Verified reviewNothing
Nicole, on behalf of Surestay by Best Western we would like to send you our sincere apologies for not meeting your expectations. We value your feedback back and it's important to know what areas we need to work on and improve at our hotel. If you would let us know more in detail where we are failing that would help us so that way this doesn't happen with future guests. Hopefully you will consider staying with us again so we can show you that we can meet your expectations, please feel free to contact the hotel property if you would like to discuss this any further .
Nicole, on behalf of Surestay by Best Western we would like to send you our sincere apologies for not meeting your expectations. We value your feedback back and it's important to know what areas we need to work on and improve at our hot… Show more
Reviewed: 24 July 2025 · Stayed in June 2025
Verified reviewReviewed: 24 July 2025 · Stayed in July 2025
Verified reviewClean, comfortable, relatively quiet, good location
Breakfast a bit skimpy. Only two cereals, high in sugar
Thank you so much for your fabulous rating and we are truly glad you chose to stay with us Brad, we love sharing positive feedback like yours with our team, as it motivates us to continuously raise the bar for our guests!
Reviewed: 24 July 2025 · Stayed in July 2025
Verified reviewThe man at checking was very polite and friendly.
Breakfast. Please don't advertise a full hot breakfast if you aren't going to serve one.
Thank you, Grief, for taking time to rate our property and for choosing to stay with us, I send you my sincere apology that we did not meet your expectations and that there was a misunderstanding about our complimentary breakfast. Upon check in we do have a display which states what is served at breakfast and we do not advertise that we serve a hot breakfast I hope you will consider giving us a second chance next time you're in town we would love to have you again!
Thank you, Grief, for taking time to rate our property and for choosing to stay with us, I send you my sincere apology that we did not meet your expectations and that there was a misunderstanding about our complimentary breakfast. Upon chec… Show more
Reviewed: 23 July 2025 · Stayed in June 2025
Verified reviewReviewed: 19 July 2025 · Stayed in April 2025
Verified reviewReviewed: 18 July 2025 · Stayed in June 2025
Verified reviewnothing
they double charged me and didnt' have very good customer service. The main manager,a lady, was very rude and kept talking over me.I was told that they pre-authroize cards but I wouldn't be charged as I already through booking.com Worst stay out of town of my life!!!!
Hello, we are very sorry for the misunderstanding you had with your credit card charges. We have figured out the issue with this and found that it was Booking.com's fault as they are supposed to provide us with a card that we can charge when you check in, but our system showed your card instead of theirs. As a result, we charged your card. But we have contacted them and they have provided the correct card, so we will refund your card and charge theirs. Thank you.
Hello, we are very sorry for the misunderstanding you had with your credit card charges. We have figured out the issue with this and found that it was Booking.com's fault as they are supposed to provide us with a card that we can charge… Show more
Reviewed: 14 July 2025 · Stayed in July 2025
Verified reviewBeds were dangerously high. I had to lean on it and climb up the wall to get in. Not everyone is six feet or taller.
We appreciate you sharing the concerns you encountered during your recent stay at our property Daniel, reviews like yours give us an opportunity to address areas of improvement and ensure guest satisfaction. I apologize that you did not like our new mattress that have just been put in all rooms since we are upgrading our facility so they have not been used a lot yet but hopefully you will still consider staying with us in the future!
We appreciate you sharing the concerns you encountered during your recent stay at our property Daniel, reviews like yours give us an opportunity to address areas of improvement and ensure guest satisfaction. I apologize that you did not lik… Show more
Reviewed: 13 July 2025 · Stayed in June 2025
Verified reviewBreakfast was very nice.
Thank you for your time in complimenting us in our breakfast bar Gayle, we are glad you enjoyed it. We are happy to welcome you back anytime you are in town we would love to have you again!
Reviewed: 10 July 2025 · Stayed in June 2025
Verified review