SureStay by Best Western Fairfield Napa Valley

Reviews

• SD

  S1 Dez

  Dec 25, 2025
  1.0
  I’ve been a resident of Solano County for about 5 years, and from time to time I book a stay at this hotel. Until this visit, I’ve never had any issues, which is why this experience was such a disappointment. I believe the hotel is under new management, and unfortunately, many things were wrong during my stay. The phone in the room was not working, the refrigerator was leaking and caused a foul odor in the room, and while taking a shower I unfortunately spotted a roach. Due to it being late at night and during the holidays, I was unable to move rooms. I documented everything and informed a customer service staff member that night, who said she would notate it for management to review in the morning. When I spoke with the manager the next morning, the experience became even worse. She was rude, showed no empathy, and accused me of yelling instead of actually listening to my concerns. She told me I could have just left, never apologized, and even implied that I was trying to “get over,” stating that many people complain to her. I felt prejudged rather than respected as a returning guest. I made it clear that I’ve stayed here multiple times before without any issues. I requested a full refund, which she initially talked me down from. She eventually agreed to call the overnight staff to confirm that my concerns had been documented. I booked through Booking.com and will also be filing a complaint with them. Overall, this was a very disappointing experience, especially considering my past positive stays here. I hope management takes accountability and improves both customer service and room conditions.
• AC

  Allyson Chamberlain

  Dec 17, 2025
  1.0
  This hotel is completely unacceptable. Room 328 should be shut down and remodeled. It was filled completely with dust mites and I let my daughter walk on the floor for five minutes and her feet look like they collected a years worth of disgusting trash. There is no excuse and surestay should be embarassed.
• GC

  G.Dionne CEO

  Nov 16, 2025
  1.0
  ROOM HAD ROACHES SMH...We didn't even set our bags down and returned to the office for a refund. We were told the regional manager had to approve the refund so depending on that answer I will update the review about customer service. The ladies on the office were very polite and apologetic. With a 200$ cash deposit you would think you could enjoy your night ROACH FREE. *would add pics if I could*
• JJ

  Jaxx

  Oct 29, 2025
  5.0
  They have a new property manager, she is really friendly and easy to talk with. The staff is very friendly and don't tolerate any nonsense. I'm sure you'll enjoy your stay here.
• BP

  Brandy Parker

  Oct 3, 2025
  1.0
  This place is really rundown. The staff that work there are extremely nice. The breakfast is very poor. The pool is not maintained. The hot tub is broken. There’s no pool towels. I was given stained Towels that are for The rooms bathroom floors. There’s no ice machine. There’s really sketchy people all along the hotel doing a lot of drugs passed out in their cars and sketchy people staying at the hotel. The air conditioner in the room is extremely loud. It was quiet through the night, considering the stuff that goes on outside the hotel.We will never stay at this hotel ever again. If you have a family, I would not consider staying here. It’s really unfortunate that this place is awful as it is.

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