Best Western Plus Surprise-Phoenix NW

Reviews

• BA

  Bobbi Adams

  Aug 23, 2026
  5.0
  Every employee that I encountered was very friendly and professional. They all went out of their way to make sure my stay was excellent. "Everyone on all shifts" The food was EXCELLENT and each staff in the kitchen was professional and went out of their way as well to make my stay memorable. They always met me with a smile. The rooms were very clean and the beds was comfortable. They had nice pool, workout room and laundry room for guests. I would highly recommend this Best Western Plus and whenever I'm in town this will be my go to Hotel!!
• LG

  lisa gregory

  Aug 17, 2026
  5.0
  BW Staff from check in to checking out. Friendly and courteous. Breakfast is always the Waffles 🧇 😋 . Location is Best for us, close to restaurants, shopping and 10- 30 minutes to family.
• DR

  Darcie Roberts

  Jul 23, 2026
  1.0
  I am trying to sell the parents house. I was very tired. It was late. A last minute decision. I needed a comfy bed as the house sits empty. I tried calling the front desk. Was hung up on, twice.
• DK

  Drake King

  Jul 19, 2026
  1.0
  Charger is covered in bird droppings. Touch at your own risk. Management is sorta rude.
• CM

  Cheri Matos

  Jul 11, 2026
  1.0
  I've run a youth baseball program for the past 12 years and have booked close to 100 hotel stays for our teams and this is the first time I've had this experience/treatment for my team parents. I am extremely disappointed with how our group was treated during our recent stay. We booked a block of rooms because we were traveling for a baseball tournament. Our team was eliminated on Sunday morning, so a couple of parents wanted to check out early and cancel their Monday night stay. They were told they could not cancel and would still be charged for Monday, even though they no longer needed the rooms and gave a days notice. What made the situation even more disappointing was that the hotel was not busy. It's not as though they held rooms for us that could have been sold to other guests, there were plenty of rooms available. A staff member actually told me that because occupancy was low, upper management would probably keep the money for Monday night rather than issue refunds and that's just what they did. That response made it clear that maximizing revenue was more important than taking care of loyal customers. I've booked this hotel several times in the past with other teams, it was my go-to hotel for Surprise, and we've never had an issue adjusting reservations when tournament schedules changed. Anyone who travels for youth sports understands that schedules are unpredictable and teams often don't know exactly how long they'll need to stay. Customer service was severely lacking, and there was no effort to work with our group despite the circumstances. A little flexibility and understanding would have gone a long way. Instead we were pointed to the "policy" that gave them the right to do what they did, but I work in customer service and know that just because you "can" doesn't always mean that you "should". To make matters worse, they allowed other parents in my group to shorten their stays earlier in the week without penalty but when it came to Sunday they wouldn't do it. Unfortunately, this experience has changed my opinion of this hotel, and I will be looking elsewhere for future team stays.

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