SureStay Plus by Best Western Coquitlam

Reviews

• SL

  Sunhee Lee

  2 days ago
  1.0
  WORST HOTEL EXPERIENCE EVER – TERRIBLE MANAGEMENT AND EXTREMELY RUDE STAFF! I stayed at SureStay Plus Coquitlam for three nights, and it was one of the worst hotel experiences I’ve ever had. My room was on the second floor, and I couldn’t sleep at all the first night because every footstep from the room above caused loud creaking and cracking noises. The next morning, a front desk employee promised to move me to a third-floor room around 11 a.m. However, when I returned with my luggage, a female receptionist claimed she knew nothing about it and said the hotel was fully booked. Her attitude was unbelievably rude and dismissive. When I explained the noise problem, she told me that ALL rooms in the hotel have creaking floors and accused me of being a “light sleeper.” I am actually a deep sleeper who normally needs an alarm to wake up! She assured me that a room would be available the next day. My daughter and I repeatedly asked, “Are you sure?” and she confidently answered, “YES!” Trusting her promise, I stayed another night. Unfortunately, my daughter was awakened at 4 a.m. by the same noise, and I woke up at 5 a.m.When I complained again, another employee claimed he knew nothing about the arrangement and even said that hotel staff NEVER promise room changes! How can staff repeatedly promise something and then completely deny it? They eventually offered a refund if I checked out. Had they offered that option from the beginning instead of making empty promises, I would have left immediately! After another exhausting argument, we were finally moved to the third floor at almost 1 p.m., after TWO sleepless nights. The worst part wasn’t just the noise. It was the terrible management, lack of communication, broken promises, and especially the female receptionist’s shockingly rude and unprofessional attitude. A warning to future guests: According to their own receptionist, ALL rooms have creaking floors! I will NEVER stay here again. Absolutely unacceptable customer service!
• SS

  Sanga (Sanah)

  5 days ago
  1.0
  One of the Worst Hotel Experiences I’ve Ever Had I knew in advance that hotels in this area were generally older and that the facilities might be outdated. We had a specific reason for visiting this area, so I wasn’t expecting a particularly nice hotel. However, this place was far worse than I could have imagined. Honestly, it was so terrible that I questioned how a hotel in this condition could justify charging guests to stay there. The moment we walked into our room, we were hit with an overwhelming smell of dirty, sour mop water and musty, unwashed rags. We immediately opened the window to air out the room, but it made absolutely no difference. We had to leave shortly afterward due to our schedule, but when we returned, the smell was still unbearable. Even worse, a horrible rotten sewer smell was coming from the bathroom sink drain, to the point that it made me feel like gagging. This was not just an unpleasant smell; it made staying in the room genuinely miserable. When we returned, I reported the situation to the female staff member at the front desk and asked for assistance. At first, she mentioned that changing our room might be possible, but she kept changing her response afterward. Eventually, she simply handed us a spray bottle and told us to speak with the staff member working the following day. Her attitude made me feel as though she just wanted to brush off the problem and make it go away rather than actually help us. I found this completely unacceptable for someone working in customer service. We were also told that she would check with other guests and help coordinate a possible room change, but we never heard back from her at all. To make matters worse, we specifically left the privacy sign on our door because we did not want anyone entering our room or disturbing us. Despite this, we discovered signs that someone had entered our room while we were away. Fortunately, nothing appeared to be missing, but that does not make the situation acceptable. Guests should be able to trust that their privacy will be respected. Finding evidence that someone had entered our room despite the privacy sign was unsettling and made us question the hotel’s security procedures and the professionalism of its staff. The breakfast was another disappointment. The food was so unappealing that we eventually stopped bothering with it altogether. We only grabbed coffee and never returned for breakfast. Perhaps the most ridiculous issue occurred on our second night when we requested fresh towels, only to be told that they had run out. Apparently, the staff claimed they were extremely busy. How does a hotel run out of towels for its guests? Regardless of how outdated or inexpensive a property may be, providing basic necessities such as clean towels is the bare minimum. This is a hotel belonging to a recognized chain, not some roadside motel where guests should have to wonder whether basic amenities will even be available. Frankly, I have stayed at much cheaper motels that had no problem providing towels. As a result, we spent all three nights suffering in a room that reeked of sour, dirty mop water and sewage. The bed was large, but that was about the only positive thing I could say about it. It was not comfortable at all, and the pillows were among the most uncomfortable I have ever encountered at a hotel. I understand that not every hotel can offer modern facilities or luxury accommodations, especially in an area with limited options. However, there is a significant difference between an outdated hotel and one that fails to provide a reasonably clean room, basic amenities, respect for guest privacy, and adequate customer service. The condition of the room, the lack of basic necessities, the privacy concerns, and the staff’s poor handling of our complaints made this one of the worst hotel experiences I have ever had. I would not recommend this hotel to anyone, and I would never stay here again.
• BK

  Brayden King

  Oct 7, 2026
  3.0
  About what you’d expect from a 3-star hotel, but not because that’s the best they could’ve done. Old building, sure, but the cleanliness was sub-par. Everywhere that absolutely needed to be cleaned (open surfaces, beds, bathroom, etc) was clean, but taking any closer look at all showed that they’re only doing as much as they have to.
• AD

  Aj D

  Oct 6, 2026
  1.0
  Room was not clean. “Pet friendly” had messes from previous guests. No resolution was found. Didn’t end up staying.
• BH

  Bill Hodges

  Sep 19, 2026
  2.0
  The hallway carpets when we arrived were dirty. The shower tiles were full of mold. Our hotel room smoke detector woke us up when it started chirping loudly at 2AM. I called down to the front desk and no one answered. So, then I took the elevator down, and found the staff sitting there, giving me an excuse for why they didn't answer the phone. I told them that the smoke detector wasn't working, and they didn't believe it, but came up. Their solution was to yank the detector from the ceiling. I told them that the battery needs to be replaced, and they said the cleaning staff will do that in the morning. I told them that was very unsafe. He didn't seem to care and just left the room. Unbelievable. The hotel breakfast was pathetic. The only fruit was a couple of bananas. The staff there looked very angry and was passive aggressive.

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