Best Western Plus Surprise-Phoenix NW

Picked this hotel because it was pet-friendly with no weight limit on dogs. I brought my dog & had to drive somewhere else everyday because there is not even a small patch of grass at the hotel! The gym was mediocre at best. There were no cleaning wipes…gross! It’s honestly the first hotel I’ve ever stayed at that didn’t have one single treadmill! Five minutes into riding the janky exercise bike, the tv went out and it was only audio. The beds were comfortable and my family said there was a good variety at breakfast.

Hotel feels old with little maintenance. Staff was indifferent, frequently seen smoking outside or on the business center computer. Our "clean the room" sign was on our door all day long and the room was never cleaned. The housekeeper was two doors down when we left. We need to extend our trip but did so at another hotel who showed some pride in their product. Three other families in our group also left without extending because of how poorly this hotel is run.

Its a convenient location where we stay when visiting family. We like it.

This was the worst experience I have dealt with hotels being a disabled veteran. I made a reservation a week before my arrival. When I show up with my children and my husband not far behind, I found out they canceled my reservation the day after I made it. Didn't bother to let me know and on top of that they tried to blame Expedia. When I confirm with Expedia while outside of this hotel they said it shows active reservation meaning on there side I still have a reservation. The hotel was full and all they can say it was a miscommunication between me and Expedia when they first said the hotel canceled my reservation a day after. This is unprofessional and they didn't even bother to make it right. I called around and a nice hotel manager of a different company hotel said she was booked but took her time out to look for another hotel to meet my commendations. It's sad this hotel didn't even bother to do the same.

The hotel was in a good location since all my family lives in the area. The price was good, the room was comfortable as was the bed. It was a good sized room and included a Keurig Coffee maker, microwave and fridge. The free breakfast was good and nice selection. The staff were friendly and respectful.