SureStay by Best Western Roseburg

Reviews

• DD

  Dian Dian

  Dec 20, 2025
  1.0
  I am always very careful to leave hotel rooms in excellent condition, and there was absolutely no problem when I left - the staff mentioned nothing. The next day, however, I discovered a charge on my bank account nearly three times the cost of the room. When I called to ask about it, I was told it was because there was “a smell of smoke” in the room. This claim is completely false. I have never smoked in my life, and I actually get headaches from cigarette smoke. The idea that my room somehow smelled of smoke is absurd. Even aside from the false accusation, charging a guest a large amount of money after checkout without any notice, proof, or prior communication is completely unacceptable. This feels like an attempt to take customers’ money using a made-up excuse. I strongly advise future guests to check their bank statements carefully after staying here. In addition, while it is understandable that a hotel located right next to a highway may have some traffic noise, the lack of soundproofing was extreme. The room was very loud throughout the night, and I slept poorly, having to wear noise-canceling headphones just to get some rest.
• QL

  Qianwei Li

  Dec 20, 2025
  2.0
  We booked a pet friendly room to stay with our dog, and the hotel charged us $250 fine without bothering let us know. When we called, they said it's for pet hair, pet food container and smoke of cigarettes. First what is the issue with an empty and washed pet can in the garbage bin? Is it any different than human food container?? We even sorted our trash and set aside recyclables separately. And WE NEVER SMOKE ANYTHING EVER in our ENTIRE LIVES. Even if the other two claims make a little bit of sense, this one is 100% false and extremely unreasonable and insulting. I really couldn't understand how could you smell smoke of cigarettes from no where? The room smells not good at the beginning and we didn't even bother complain that because we were too tired, but it didn't smell like cigarettes at all. Who the hell will smoke cigarettes in a hotel room with their dog? Don't you have smoke detectors in the room? This is more than ridiculous. I've brought my dog with me to many hotels and no one ever brought pet hair is an issue. Our dog shed a little but so does every dog! Our dog only sheds a little because I literally chose the kind that doesn't shed much. If you Google my dog breed it will say low shedding. Do you charge everyone with other pets $250? Why listed your hotel as pet friendly if you don't even tolerate any amount of dog hair that can simply be cleaned by a quick vacuum? This is the most pet-unfriendly hotel I've even seen. I can't believe how could you smile and greet at us when we were there, but made such false accusations without even fact check with us right after we left? I was shocked by the bad faith behind this. This stay was the first stop of our Christmas trip celebrating the first anniversary of me and my girlfriend, and our dog as a family member just like our child. This was the most unexpected and extremely upsetting start to a trip we never would have imagined. Besides all of these, the bed is too soft and pillows are too thin. I felt very uncomfortable and couldn't sleep and had bad back pain this morning. The room door lock is not sensitive to the key card, we tried at least 10 times to make it work. The AC is super noisy but we'd rather keep it on because the irregular highway noise was more disturbing. It's not fair to only write the bad part, but I'll just skip the good part just like they chose to skip any notice or fact check when charging us. Edit: I’m increasing this review from 1 star to 2 stars, as the front desk told me the manager said it was an error and refunded me.
• AA

  Alex

  Nov 23, 2025
  5.0
  Absolutely superb service! Will be staying in the future for sure and most likely my company as well. While undergoing big changes and renovation plans - still deliver a very affordable clean room every time I've stayed, complete with all the necessary amenities. Had a couple loud people around me but nothing to complain about and people shouldn't blame the business for those sort of situations anyway. Lovely place, bring your family & friends!