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Recent guest reviews

I should have looked at the reviews first

The pictures are deceiving and some of the amenities are not available. There is no breakfast at this time, the convenience store at the check out/in desk was completely empty, and the rooms were subpar. We already changed rooms once because it smelled like smoke the next room funky as well. Our kids were suppose to sleep on the sofa bed which was covered in stains. The bathroom door did not shut and we had to use the trash can to keep it shut. The outlets in the sink area did not work and the list could go on.

Staff very friendly. Close to the riverwalk

Smells to cigarette everywhere even on nonsmoking rooms and entrance

Normally I dont have any issues with this property. This time it was just unbelievable.. First it started with the first room didnt have a lightbulb it took 3 days before I got it. Then the sink was leaking but thank god the guy moved me the next morning. Then the second room I was in the cord was missing from one of the lamps. That took another 2 days before I got it. Then when I asked housekeepers for sheets I didnt get pillow cases then the second time they didnt bring me towels or sheet. So when I asked the guy at night for the sheets and towels. He only gave me one towel and said that he isnt allowed to give me more than that. Also the man that works the front desk in the morning I believe his name is Harry ( not sure) he is very rude everytime I renewed my room he would just toss the cards across the desk. Which is really rude. I never had problems with this hotel before I stayed here for months. I dont know if it is new management or what but this is not good. I never had to pay a deposit either due to being a Diamond Best Western Member. Now i have to everytime. I hope they get everything fixed right and better for the next time IF I stay there...

The hotel room was dirty with a bath ring and hair in the tub.... The walls had holes and the microwave doesnt even work. Then they wanted 100.00 deposit for squeaky beds. Never again

The outside of the "hotel" looked rundown and old. The inside stunk, there was no light in the rooms, we had bugs in our rooms, and right outside the window was a chain-linked fence. So on christmas eve we are riding around texas looking for a new hotel in the spur of the moment because we were not staying there. I don't reccomend to anyone!

I liked that it was close to the base. I didn't care for the mold, dirtiness, hair in the bathroom and most of all the 50 or so (not exaggerating) cockroaches. When I told the ppl at the frt desk, they looked at me like i was crazy. I didn't yell, but inside i was. They didn't care, told me to talk to Expedia/ Orbitz if i thought i would get any money back. They made me pay for one night, which i think is ridiculous and i even bought the "insurance" for the stay.

It was obviously newly renovated. We could smell the aroma of paint.

Ms Bernal was very professional, friendly, polite, helpful. The room was excelent, very clean. We enjoyed our stay and will stay again.

Broken toilet sheet, blanket had stains, hair ball on bathroom floor, one gentleman was not nice at counter. Checked out super early and gentleman there let me grab a coffee and offered me food. Waffle was delicious for breakfast

We changed rooms three times then gave up. Non smoking room had been smoked in, looked like blood in freezer, previous occupant left make up bag and dirty tissues in bed that maid didn’t remove or charge sheets, rodent feces in air conditioner toilets quit working second to last night so we checked out a day early and they wouldn’t refund night not used.

N Pan Am Expy (IH-35N) San Antonio TX

Hotel highlights

  • Free WiFi in public areas
  • Free parking
  • Outdoor pool
  • Business center

SureStay Hotel by Best Western San Antonio Northeast places you within 2 miles (3 km) of popular sights like Splashtown and Brooke Army Medical Center. This 55-room hotel welcomes guests with in-room amenities like refrigerators, microwaves, and coffee makers.


Rooms

SureStay Hotel by Best Western San Antonio Northeast's 55 soundproofed rooms provide microwaves, refrigerators, and coffee makers. Guests can expect to find 32-inch flat-screen TVs with cable channels. Bathrooms offer rainfall showers, hair dryers, and free toiletries. Free local calls, safes, and ironing boards are also standard. Housekeeping is available on request.


Property features

Guests of SureStay Hotel by Best Western San Antonio Northeast enjoy an outdoor pool, free WiFi in public areas, and a business center. There's free parking if you drive. The 24-hour front desk has staff standing by to help with dry cleaning/laundry, concierge services, and securing valuables. Additional amenities include free newspapers, laundry facilities, and a vending machine.

Room options

Standard Room, 2 Double Beds, Non Smoking, Refrigerator & Microwave

2 Double Beds | Sleeps 4

Suite, 1 King Bed with Sofa bed, Non Smoking, Refrigerator & Microwave (with Sofabed)

1 King Bed and 1 Double Sofa Bed | Sleeps 4

Suite, Multiple Beds, Non Smoking, Refrigerator & Microwave

2 King Beds | Sleeps 4

Standard Room, 2 Double Beds, Non Smoking, Refrigerator & Microwave

2 Double Beds | Sleeps 4

Guest reviews for SureStay Hotel by Best Western San Antonio Northeast

Everyone (20) Couples (2) Family (10)
1
Family

I should have looked at the reviews first

By on Nov 17, 2021

Review comment responded on Nov 18, 2021

I'm sorry to hear that your most recent stay with us did not meet your expectations of quality service, accommodations and hospitality. We appreciate that you have taken the time to let us know how you perceived our accommodations. We are always looking for ways to improve upon the guest experience and I hope you will return to see how we continue to grow and evolve.

4
Everyone

By on Aug 2, 2021

Review comment responded on Oct 31, 2021

We can't thank you enough for sharing your rating. It would be an honor to earn your business again on your next travels.,

1
Family

The pictures are deceiving and some of the amenities are not available. There is no breakfast at this time, the convenience store at the check out/in desk was completely empty, and the rooms were subpar. We already changed rooms once because it smelled like smoke the next room funky as well. Our kids were suppose to sleep on the sofa bed which was covered in stains. The bathroom door did not shut and we had to use the trash can to keep it shut. The outlets in the sink area did not work and the list could go on.

By on Jul 11, 2021

Review comment responded on Jul 13, 2021

We take all reports of lacking service and issues with amenities and accommodations seriously, particularly those that you have raised. Your voice is very important to us and we are continuously striving to improve upon the guest experience. We hope you'll return someday to see how we're improving.

4
Everyone

By on May 10, 2021

Review comment responded on May 21, 2021

Dear guest, we would like to thank you for the effort in leaving us your rating. Also, we are more than happy that you have chosen our hotel to stay with. We hope you can consider staying here again so we could cater you with an even more superior feedback. Thank you

2
Everyone

By on Mar 20, 2021

Review comment responded on Apr 1, 2021

We have high standards of hospitality and service and are always improving. We hope to see you again very soon!

4
Everyone

Staff very friendly. Close to the riverwalk

By on Feb 14, 2021

Review comment responded on Feb 14, 2021

We appreciate the time you've taken to rate your stay. Thank you for your feedback regarding our staff. Please consider staying with us again so that we can have the opportunity to provide you with an even superior experience.

3
Partner Couples

Smells to cigarette everywhere even on nonsmoking rooms and entrance

By , from San Antonio on Dec 14, 2020

Review comment responded on Dec 14, 2020

Dear guest, we aare very sorry for having some inconvenience during your stay. We will be reviewing and checking on this and we will be giving you clarification. Thank you

2
Everyone

By on Oct 5, 2020

Review comment responded on Oct 6, 2020

Dear guest, we are very sorry that you were not able to fully enjoy your stay and did not have had a great stay due to some situations that had troubled you. Our team is very much willing to have it all inspected provided we have enough information at hand. Please feel free to reach back so we could review everything. Thank you.

4
Everyone

Normally I dont have any issues with this property. This time it was just unbelievable.. First it started with the first room didnt have a lightbulb it took 3 days before I got it. Then the sink was leaking but thank god the guy moved me the next morning. Then the second room I was in the cord was missing from one of the lamps. That took another 2 days before I got it. Then when I asked housekeepers for sheets I didnt get pillow cases then the second time they didnt bring me towels or sheet. So when I asked the guy at night for the sheets and towels. He only gave me one towel and said that he isnt allowed to give me more than that. Also the man that works the front desk in the morning I believe his name is Harry ( not sure) he is very rude everytime I renewed my room he would just toss the cards across the desk. Which is really rude. I never had problems with this hotel before I stayed here for months. I dont know if it is new management or what but this is not good. I never had to pay a deposit either due to being a Diamond Best Western Member. Now i have to everytime. I hope they get everything fixed right and better for the next time IF I stay there...

By , from San Antonio, TX on Sep 30, 2020

Review comment responded on Oct 2, 2020

I am sorry for any rudeness that you encountered and I assure you that your comments have been addressed with our entire staff and management team to ensure that no similar incident occurs in the future. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures. We are always looking for ways to improve upon the guest experience and I hope you will return to see how we continue to grow and evolve.

3
Everyone

By on Feb 12, 2020

Review comment responded on Feb 13, 2020

Thank you for your honest feedback. We hope to hear more from you for us to know where we need to improve more. We will continue to improve our services for us to serve our customers better and make sure that they have a comfortable stay. I do hope you'll return and let us show you a far better experience.

SureStay Hotel by Best Western San Antonio Northeast

3821 N Pan Am Expy (IH-35N), San Antonio, TX 78219
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