Best Western InnSuites Phoenix Hotel & Suites

We arrived early early morning from our flight and were given a room with 2 beds which we booked. Upon keying into the first room it was occupied and thankfully they had the latch secured. I’m glad they didn’t do anything rash. Very scary and embarrassing. Went back to check in and the young lady was having difficulties with switching our reservation to a different type and now there weren’t any 2 bed rooms left and we had 3 people and an infant. We were offered a king with sleepable couch which at this point we said yes because it was 1:30AM. Got in the room and it was a queen and there was urine dried on the toilet rim along with black hair in the tub. Pulled the bedding back and more black hair. The phone in the room didn’t work so I had to call with my cell phone. We were extremely understanding due to the infant just needing to get to sleep. We were given a third room king with couch. At least this room appeared to be clean. I went to the lobby later that morning to see what they were willing to do for us. All they came up with was a $50 reduction on the room after all that. During the entire scenario managers were called at least 5 times and no one would answer the call to help the reservation agent. Very disappointed in how they handled this!

Initially, it wasn't terrible. Quick check in and the lady initially said we could get a rollaway bed for one of our kids. It never came, so I called and the front desk attendant was very rude and said "I don't know who told you that but a rollaway bed will not fit in your room." I asked if there was another room and she said "we are pretty much full". The thermostat was broken and it was incredibly hot in our room. An attendant came and changed the batteries but didn't fix the problem. He said to open the window, but the window wouldn't open. Pool had an insane amount of mold growing in it. Would not recommend this place.

Came to the Best Western after checking out of another, awful hotel. The general manager was so kind when I arrived before 9am. I'd hoped to just check my suitcase for the day (I'd made the reservation in the wee hours), but he let me into my room, and noted breakfast was still being served if I wanted anything. It was a clean, comfortable place to land each evening while managing some family issues during the day.

So I’m kinda disappointed, this is the worst BW I have ever stayed in. Room had cleaned beds, and it looked almost like on the pictures, but if you take a closer look bathtub was not clean, room curtains had some kind of stains on it, pool area - looks nothing like on the pictures - jacuzzi wasn’t working at all, yellow tape around it, cloudy water- dead roach floating, swimming pool - TOTAL disappointment-cloudy water, weird smell. Breakfast wasn’t bad, BUT - there was a dead roach by the door- so it makes you wonder how many more run around the kitchen, and how exactly is clean this place, and are there any health risk. I don’t really know where those 10/10 reviews come from. But don’t get fooled. As soon as you arrive- you can see signs- we are not responsible for any damage or theft - right there says something about area - stores and gas stations are not too far - but I would advise not to go there alone - Im very friendly person and I help other people as much as I can, but when I was getting gas a mile from hotel - there was a homeless guys, giving me dirty looks and kinda following me around when I was cleaning car windows, to the point my family inside a car freaked out, we didn’t filled up, got 6 gallons of gas and left. That whole area is kinda giving you unpleasant feeling. Staff was friendly, but we didn’t get any information about breakfast, not a big deal, because when I was booking this place- all info was on the website- it’s just kinda unprofessional.

Sadly, we thought staying on a Wednesday night would be ok. The street was very loud with cars racing up and down! On top of that, some late check-in people (about 10pm) were VERY loud running, slamming things in their room and kids laughing.

When we checked in we were told that we were in a handicapped room and because it was booked thru Expedia we got a cheaper room. No other rooms were available to move to. The hotel was FULL of kids there for a soccer tournament. The noise level in our downstairs room was devastating. kids were playing soccer in their room above us and on the walkway to rooms. they pounded on our door twice looking for their missing ball before asking the front desk to pound on our door looking for their ball. When we complained about the noise we were told that the hotel was a family-friendly hotel and the kids were there for a tournament. Apparently, a couple in their 70's didn't matter. In addition, the lock on our door was broken. After arriving we noticed that it wouldn't lock when we left. They sent maintenance guy. He worked on it for about 1 hour and couldn't get it fixed so he gave us a metal key to use. When my husband went out then tried to use key it did nothing and he was locked out. Good thing I was still inside the room and could let him in. I WILL NEVER AGAIN GO TO A BEST WESTERN HOTEL AND WILL PROBABLY NEVER AGAIN USE EXPEDIA TO RENT A ROOM. WE DESERVE TO GET OUR MONEY BACK!!!

Location was good for us. Hubby was ill, so spent entire time in bed while I shopped for grandson who just moved to Phoenix. Breakfasts were posted to my surprise and there were a variety to satisfy anyone staying there. Better than other Best Western's I have stayed at. Beds with good, comfortable mattresses. Pool enjoyed by some family's, even though a little cool weather.

The room was nice, very clean, bed was very comfy. Our family was at the very popular resort down the street, it was over $200 per night. That property is very run down, the rooms need updating badly! Our $100 room was a 1 min drive from family, and soooo much nicer, and BW serves a great morning coffee and breakfast. Nothing at the resort.

We booked and paid for 2 rms at the Best Western Phx. For 3 of our grandchildren. Went to hotel to check in. First they could not find our reservation with our confirmation # or our names but all of a sudden then have us booked for 4 rms and want us to pay for the other 2 rms. Why would I pay for 4 rms when we only need 2 rms. So the hotel Manager Anna Strellein tried to delete the 2 unpaid reservations and ended up deleting all reservations, wanting us to make another reservation and pay for 2 more rooms. When we ask her why can’t she give us credit for the 2 rms we paid for? Her response was it doesn’t work that way and it was our problem to try to get our money back then she threw her hands in air and walked away. SHE CANCELED THE DAMN RESERVATIONS!! Now we are trying to get our $545 back from Hotels.com/Expedia.com.

Unfortunately the WiFi was out for at least four days which made teleworking from my room impossible. I also think the ac vents needed to be cleaned as my family and I had a lot of sneezing and breathing issues when in the room only.