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Reviews of SureStay Hotel by Best Western New Braunfels

2.5 out of 5
SureStay Hotel by Best Western New Braunfels
510 Highway 46 S, New Braunfels, TX

Reviews

7.2

Good

Rating 10 - Excellent. 185 out of 710 reviews" "
Rating 8 - Good. 253 out of 710 reviews" "
Rating 6 - Okay. 118 out of 710 reviews" "
Rating 4 - Poor. 55 out of 710 reviews" "
Rating 2 - Terrible. 99 out of 710 reviews" "

7.4/10

Cleanliness

7.6/10

Staff & service

6.8/10

Amenities

7.2/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

10/10 Excellent

Marc, New Waverly

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff is really Great! So friendly and helpful. Really quiet and that's surprising being that I was here over the Memorial Weekend! Highly recommended!
Stayed 1 night in May 2024
Response from CC - Guest Relations Manager on May 26, 2024
Hi Marc! Thank you for your glowing review! We're delighted to hear that you had such a positive experience with our staff and that you found the hotel quiet and enjoyable, especially during a busy holiday weekend. Providing excellent service and a peaceful atmosphere for our guests is our priority, and we're thrilled that we could exceed your expectations.Your recommendation means a lot to us, and we truly appreciate your kind words. We look forward to welcoming you back again in the future. If there's anything else we can do to make your next stay even better, please don't hesitate to let us know.

6/10 Okay

Mary Elizabeth, Fortville

Liked: Staff & service
Coffee was horrible, cold. Room was dusty!
Stayed 3 nights in May 2024
Response from CC - Guest Relations Manager on May 25, 2024
Hi Mary Elizabeth! We apologize for the issues you encountered during your stay, particularly with the quality of the coffee and the cleanliness of your room. Providing a comfortable and enjoyable experience for our guests is our top priority, and we regret that we fell short of your expectations in these areas.Your feedback regarding the coffee and the cleanliness of the room has been shared with our team, and we will take immediate steps to address these issues to ensure they do not occur in the future.We appreciate your patience and understanding, and we hope to have the opportunity to better serve you during your next visit. If there's anything else we can do to improve your experience, please don't hesitate to let us know.

10/10 Excellent

Shawn

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place good ppl good location
Stayed 2 nights in May 2024
Response from CC - Guest Relation Manager on May 17, 2024
Hi Shawn! Thank you for your positive feedback! We're delighted to hear that you enjoyed your stay and found our property to be a pleasant and convenient place to stay. Providing excellent service and a welcoming environment for our guests is our top priority, and we're glad to hear that our efforts were appreciated. Should you have any further comments or if there's anything we can assist you with in the future, please don't hesitate to reach out. We look forward to welcoming you back for another enjoyable stay whenever your travels bring you our way again.

10/10 Excellent

Deborah

Stayed 5 nights in Apr 2024
Response from CC - Guest Relations Manager on May 26, 2024
Hi Deborah! Thank you for leaving us a 5-star rating! We are happy to see from your response that you were satisfied with your stay. We look forward to the next time that we can serve you again.

2/10 Terrible

Rocio

Disliked: Staff & service
The place has a bad snell in the sheets and it is in a bad neighborhood very bad location
Stayed 2 nights in Feb 2024
Response from CC - Guest Relations Manager on May 6, 2024
Hi Rocio. We apologize for the unpleasant smell in the sheets and any discomfort caused by the location of the hotel. Ensuring a clean and comfortable environment for our guests is important to us, and we regret that we fell short of your expectations in this regard. Your feedback regarding the smell and location will be addressed with our housekeeping and management teams to ensure improvements are made. We appreciate your understanding and hope to have the opportunity to provide you with a more satisfying experience in the future. If there's anything else we can do to address your concerns or assist you further, please don't hesitate to reach out to us directly.

10/10 Excellent

Stephen

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I have stayed here many times, staff is great, rooms are nice, close to everything, great mexican food right across the street
Stayed 2 nights in Mar 2024
Response from MP - Guest Relations Manager on Apr 1, 2024
Hello Stephen, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

6/10 Okay

Ana

Liked: Cleanliness
Disliked: Staff & service
They were charging me for my service dog that is a French bulldog and is under 25 pounds, then, on checkout, they were sanding at the door, watching, as if something was going to be taken out of their rooms. I usually stay at Marriott Hyatt and I have never felt the way this place made me feel and the only reason I booked this is because it was already late. I was tired and didn’t want to spend too much money to sleep for a few hours.
Stayed 1 night in Mar 2024
Response from MP - Guest Relations Manager on Mar 16, 2024
Hello Ana, Thank you for letting us know about the issues that you experienced during your recent stay at our hotel. Reviews like these give us an opportunity to address areas of improvement. Guest satisfaction is our top priority, Rest assured that your concern has been forwarded to the hotel management and will be handled accordingly.

10/10 Excellent

Angela

Stayed 2 nights in Feb 2024
Response from MP - Guest Relations Manager on Mar 24, 2024
Hello Angela, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

6/10 Okay

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Not the most restful night
This is an older facility on a very busy street corner. Our room was loud with sirens and traffic sounds late into the evening. The breakfast has no hot food. It's not a very walkable neighborhood, hard to get around.
Stayed 1 night in Jan 2024
Response from MP - Guest Relations Manager on Feb 4, 2024
Hello Valued Customer, We’re sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. We are committed to providing great customer service and we would like to make things right. We value our customers’ opinions and would like to thank you for bringing this to our attention.

8/10 Good

Keith

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from MP - Guest Relations Manager on Jan 23, 2024
Hello Keith, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

2/10 Terrible

Shiela

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from MP - Guest Relations Manager on Jan 13, 2024
Hello Sheila, We’re so sorry that your experience did not match your expectations. Please help us to improve by providing more information on your experience. Thank you.

2/10 Terrible

Dylan

Traveled with family
Stayed 3 nights in Jan 2024
Response from MP - Guest Relations Manager on Jan 13, 2024
Hello Dylan, We’re so sorry that your experience did not match your expectations. Please help us to improve by providing more information on your experience. Thank you.

6/10 Okay

SHAWN

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from MP - Guest Relations Manager on Jan 1, 2024
Hello Shawn, We’re so sorry that your experience did not match your expectations. Please help us to improve by providing more information on your experience. Thank you.

10/10 Excellent

Sally

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from MP - Guest Relations Manager on Jan 1, 2024
Hello Sally, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

10/10 Excellent

Lisa

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from MP - Guest Relations Manager on Dec 12, 2023
Hello Lisa, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

10/10 Excellent

Michael

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very clean room and grounds. Super clean pool and hot tub, great price and location!
Stayed 2 nights in Dec 2023
Response from MP - Guest Relations Manager on Dec 12, 2023
Hello Michael, We appreciate the time you took to leave us a perfect rating! Positive survey responses help our continuing efforts to provide exceptional service. We hope that you will come back and see us again.

10/10 Excellent

Isabella

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Reasonably priced, clean room for our family. We had a pleasant stay. Staff was friendly.
Stayed 2 nights in Dec 2023
Response from MP - Guest Relations Manager on Dec 10, 2023
Hello Isabella, We would like to thank you for taking the time to complete our online survey. Feedback from our guests is very important to us and your input helps with our continuing efforts to provide excellent service and a great stay. Thank you so much for your business and we look forward to seeing you in the future.

10/10 Excellent

Gary

Liked: Cleanliness, staff & service, property conditions & facilities
Clean and comfy
Stayed 3 nights in Nov 2023
Response from MP - Guest Relations Manager on Nov 19, 2023
Hello Gary, Thank you for your heartwarming review about your stay with us! We are glad to know that your stay with us was wonderful with great room spaces. We are looking forward in sharing our best moments with you again!

8/10 Good

Kaye

Liked: Cleanliness
I did not like the stairway because it was unsafe. The steps had the edging coming off. I slipped on these several times. There was no microwave available also.
Stayed 2 nights in Oct 2023
Response from MP - Guest Relations Manager on Oct 17, 2023
Hello Kaye, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences and that you will be truly impressed with our continued improvements.

10/10 Excellent

Pamela

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay.
Friendly staff, very accomadating and helpful. Room was clean. Highly recommend.
Stayed 1 night in Oct 2023
Response from MP - Guest Relations Manager on Oct 17, 2023
Hello Pamela, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

8/10 Good

Juanita

Traveled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Oct 2023
Response from MP - Guest Relations Manager on Oct 17, 2023
Hello Juanita, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

8/10 Good

Samuel

Stayed 1 night in Oct 2023
Response from MP - Guest Relations Manager on Nov 4, 2023
Hello Samuel, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

10/10 Excellent

Michael

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay for the money.
Stayed 1 night in Oct 2023
Response from MP - Guest Relations Manager on Oct 7, 2023
Hello Michael, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

10/10 Excellent

Ruth

Stayed 1 night in Sep 2023
Response from MP - Guest Relations Manager on Oct 10, 2023
Hello Ruth, We appreciate the time you took to leave us a perfect rating! Positive survey responses help our continuing efforts to provide exceptional service. We hope that you will come back and see us again.

2/10 Terrible

Andrew

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Roaches, brought this to the front desk attention but nothing was done. Creepy old, eastern Indian guy walking around cars staring at people really freaky. Play stunk like curry., the towels had stains on them. You can tell these owners or property management did not care of the condition of the property. It was really beat up. The whole thing about roaches. My wife and daughter could not sleep because they were crawling around. That’s just disgusting talking to the other. Guess we were not the only ones that had this problem.
Stayed 1 night in Sep 2023
Response from MP - Guest Relations Manager on Sep 19, 2023
Hello Andrew, It is unfortunate to hear you had a few problems while staying with us. We’re sorry that your stay has not exceeded your expectations because of the condition of our facility. Your comment has been shared with the management and housekeeping, and rest assured we are using your feedback as an opportunity to improve on our services. We hope for a chance to serve you again.

8/10 Good

Delbert

Liked: Cleanliness, staff & service, property conditions & facilities
Property was adequate for our needs, in town for events, entertainment. Friendly staff, comfortable room. Second time we’ve stayed here, no complaints.
Stayed 2 nights in Sep 2023
Response from MP - Guest Relations Manager on Sep 12, 2023
Hello Delbert, Thank you for your positive comments. I am so glad to hear that you enjoyed your stay with us! We hope your next stay is just around the corner. We hope to see you again and that you will be truly impressed with our continued improvements.

6/10 Okay

Melissa

Liked: Staff & service
Disliked: Cleanliness
First time and last time
First time here so I was hoping for a better experience. Unfortunately, my experience wasn't so great. The carpet from the door to restroom was completely wet and they was an ant infestation. Management was notified and they tried to make it right by moving us to another room. I would have rathered a refund.
Stayed 2 nights in Aug 2023
Response from MP - Guest Relations Manager on Aug 15, 2023
Hello Melissa, Thank you for taking the time to share your feedback with us. We’re sorry to hear that your experience hasn’t met your expectations on this occasion. I’ve shared this with the team so we can improve the facilities and provide a great experience for our customers in their stay here with us. We value our customers’ opinions and would like to thank you for bringing this to our attention.

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from MP - Guest Relations Manager on Aug 14, 2023
Hello Jose, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

8/10 Good

Paola

Liked: Cleanliness, staff & service, property conditions & facilities
I felt comfortable during my stay at the hotel. The only thing that I did not like was that the trucks that pass by at dawn were heard a lot, but the rest was very good, very friendly.
Stayed 3 nights in Aug 2023
Response from MP - Guest Relations Manager on Aug 14, 2023
Hello Paola, Thank you for your feedback. We are glad to hear that you enjoy your stay with us. We always make sure to provide the best experience to our guests. We look forward to hosting you again soon for another fantastic experience! Have a great day!

4/10 Poor

Ted

Traveled with family
Disliked: Staff & service
Stayed 2 nights in Aug 2023
Response from MP - Guest Relations Manager on Aug 9, 2023
Hello Ted, We’re so sorry that your experience did not match your expectations. Please help us to improve by providing more information on your experience. Thank you.

10/10 Excellent

Sean

Stayed 1 night in Aug 2023
Response from MP - Guest Relations Manager on Aug 28, 2023
Hello Sean, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly, helpful staff. Clean room nuce amenities
Stayed 1 night in Jul 2023
Response from MP - Guest Relations Manager on Aug 2, 2023
Hello Valued Customer, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

4/10 Poor

Geraldine

Traveled with group
Disliked: Property conditions & facilities
Dust on towel rack, stains on shower curtain, carpet stained and dirty
Stayed 1 night in Jul 2023
Response from MP - Guest Relations Manager on Jul 29, 2023
Hello Geraldine, Thank you for taking the time to share your feedback with us. We’re sorry to hear that your experience hasn’t met your expectations on this occasion. I’ve shared this with the team so we can improve the facilities and provide a great experience for our customers in their stay here with us. We value our customers’ opinions and would like to thank you for bringing this to our attention.

10/10 Excellent

Roy

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awesome location, and understandable staff.
Traveling for business it was getting late so I went through a 3rd party online booking. I was 1minute past for that nights registry but the employee saw to it my reservation was redeemable so we could stay. The place has a great location right off of the highway which was great to get right back on to continue our business trip.
Stayed 1 night in Jul 2023
Response from MP - Guest Relations Manager on Jul 22, 2023
Hello Roy, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

8/10 Good

Melissa

Stayed 1 night in Jul 2023
Response from MP - Guest Relations Manager on Jul 22, 2023
Hello Melissa, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

theresa

Stayed 1 night in Jul 2023
Response from MP - Guest Relations Manager on Jul 8, 2023
Hello Theresa, We’re so happy to hear that you enjoyed your stay with us and we are looking forward to welcoming you again soon!

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023
Response from MP - Guest Relations Manager on Jul 5, 2023
Hello David, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

6/10 Okay

Sara

Disliked: Staff & service, property conditions & facilities
The hotel and room was clean for the most part. Front desk receptionists were always kind, but other staff were not welcoming or kind at all. Not a family friendly environment.
Stayed 2 nights in Jun 2023
Response from MP - Guest Relations Manager on Jul 3, 2023
Hello Sara, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences and that you will be truly impressed with our continued improvements.

8/10 Good

Thomas

Stayed 1 night in Jun 2023
Response from MP - Guest Relations Manager on Jul 16, 2023
Hello Thomas, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

10/10 Excellent

Sally

Liked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2023
Response from MP - Guest Relations Manager on Jun 24, 2023
Hello Sally, Many thanks for taking the time to share your feedback with us. We’re very happy to hear that we met your expectations. We are looking forward to welcoming you again soon!

10/10 Excellent

Andrew, Fort Worth

Traveled with family
Liked: Cleanliness, staff & service
Not the best location.
Stayed 1 night in Jun 2023
Response from MP - Guest Relations Manager on Jun 13, 2023
Hello Andrew, We would like to thank you for taking the time to complete our online survey. Feedback from our guests is very important to us and your input helps with our continuing efforts to provide excellent service and a great stay. Thank you so much for your business and we look forward to seeing you in the future.

8/10 Good

Erin

Liked: Cleanliness, staff & service, property conditions & facilities
We got what we paid for, was decently cleaned, but there were some boogers on the wall behind the door in the bathroom, and a peeper, who was looking in our window at 8 AM in the morning on a Saturday.
Stayed 2 nights in Jun 2023
Response from MP - Guest Relations Manager on Jun 9, 2023
Hello Erin, hank you for taking the time to share your feedback with us. We’re sorry to hear that your experience hasn’t met your expectations on this occasion. I’ve shared this with the team so we can improve the facilities and provide a great experience for our customers in their stay here with us. We value our customers’ opinions and would like to thank you for bringing this to our attention.

4/10 Poor

Rachel

Traveled with partner
Disliked: Staff & service, property conditions & facilities
the quality was low. Inadequate breakfast...packaged food No attendant actually available. Worn looking carpet, furniture etc. Was not accurate in the internet appearance. Only adequate as a cheap, fast place to stay.
Stayed 1 night in May 2023
Response from MP - Guest Relations Manager on Jun 2, 2023
Hello Rachel, Thank you for taking the time to share your feedback with us. We’re sorry to hear that your experience hasn’t met your expectations on this occasion. I’ve shared this with the team so we can improve the facilities and provide a great experience for our customers in their stay here with us. We value our customers’ opinions and would like to thank you for bringing this to our attention.

10/10 Excellent

Tara

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
We were in town for a concert at Gruene Hall and this was a reasonably priced motel pretty close to the dance hall. Staff was friendly and the bed was very comfortable. Other than a small issue with housekeeping thinking we had checked out at 8:30am everything was great! Would stay there again
Stayed 1 night in May 2023
Response from MP - Guest Relations Manager on May 31, 2023
Hello Tara, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

8/10 Good

tobe

Liked: Cleanliness, staff & service, property conditions & facilities
Very friendly front desk attendant. Helpful
Stayed 3 nights in May 2023
Response from MP - Guest Relations Manager on May 31, 2023
Hello Tobe, We’re so happy to hear that you enjoyed your stay with us and we are looking forward to welcoming you again soon!

4/10 Poor

enberto

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
N/a
Stayed 1 night in May 2023
Response from MP - Guest Relations Manager on May 27, 2023
Hello Enberto, We’re so sorry that your experience did not match your expectations. Please help us to improve by providing more information on your experience. Thank you.

6/10 Okay

Angela

Mourning cleaning crew knocking on the door to early
Stayed 1 night in May 2023
Response from MP - Guest Relations Manager on May 20, 2023
Hello Angela, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences and that you will be truly impressed with our continued improvements.

10/10 Excellent

John

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Apr 2023
Response from MP - Guest Relations Manager on May 17, 2023
Hello John, Many thanks for taking the time to share your feedback with us. We’re very happy to hear that we met your expectations. We are looking forward to welcoming you again soon!

10/10 Excellent

Andy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Apr 2023
Response from MP - Guest Relations Manager on Apr 25, 2023
Hello Andy, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Alice d

Traveled with group
Liked: Staff & service, amenities
Customer service great decent motel i would stay again
Stayed 3 nights in Apr 2023
Response from MP - Guest Relations Manager on Apr 24, 2023
Hello Alice, Thank you for your positive comments. I am so glad to hear that you enjoyed your stay with us! I hope your next stay is just around the corner. We hope to see you again and that you will be truly impressed with our continued improvements.