SureStay Studio by Best Western Rowland

Reviews

• JK

  Jessie Knowles

  4 days ago
  1.0
  1☆ because I can't leave 0☆ I believe these other rating on here are FALSE! We reserved a room at this hotel but chose not to stay because of our experience during check-in. We arrived around 4:45 PM. The first thing we noticed was that the grass around the property was overgrown, and there was an old abandoned motel next door, which didn't give us a good first impression. There was also a sign on the office door stating the clerk would be back in 10–15 minutes, so we had to wait before anyone came to the front desk. My husband is currently dealing with a severe foot flare-up, so we specifically needed a ground-floor room to avoid carrying all of our luggage upstairs. The front desk attendant told us there were no clean downstairs rooms because they didn't have a maid. Instead of trying to be helpful, he rudely said, "I'm trying to figure something out," walked away, and started looking into rooms. He eventually said he would have a downstairs room cleaned. What made this confusing was that as we were leaving, we saw a housekeeping cart and a woman actively cleaning rooms upstairs. There also appeared to be little to no guest activity in the parking lot. Considering check-in begins at 3:00 PM, it's reasonable to expect rooms to already be cleaned and ready by nearly 5:00 PM. Because of the condition of the property, the lack of a ready room, and the overall interaction, we decided to cancel our reservation. The front desk attendant told us there would be a $25 cancellation fee. When I politely asked where that policy was listed because I hadn't seen it when booking, he became rude and told me I would have to call customer service if I wanted the fee waived. After we left, we contacted customer service. They called the hotel, and suddenly the story changed. The same employee who had told us he needed to call his manager now claimed he was the manager. He also gave customer service a different version of events than what actually happened. He even changed the cancellation charge from the $25 he originally quoted us to charging the full amount for the reservation. Customer service informed us that the hotel, not customer service, controls cancellation fees, which directly contradicted what we had been told at the front desk. We spoke with two different customer service representatives, and both documented the incident. I've stayed at hotels all across the United States, and this was one of the worst customer service experiences I've ever had. It wasn't just the appearance of the property it was the unprofessional attitude, inconsistent explanations, and constantly changing story that left us with no confidence in staying there. Based on our experience, I cannot recommend this property.
• DP

  Da Preacher

  Jun 30, 2026
  5.0
  The bed was really comfortable and the room was large and it was a good price.
• AR

  Angel Rodriguez

  Jun 30, 2026
  5.0
  Two thumbs up 👍👍
• PP

  Prestige

  Jun 19, 2026
  5.0
  This place was amazing completely remodeled, great price, clean and right off the highway!!! 10 stars
• AB

  Ava Buchek

  Jun 19, 2026
  5.0
  Right next to south of the border. Very clean. Nice shower soaps