SureStay Plus Hotel by Best Western Hopkinsville

Phenomenal customer service. I read when booking if you’re going to be later than 9pm on check in day to call, so o did. Gentleman that answered the phone reassured me our room would be waiting. When we arrived, the gentleman immediately started joking with me that we were late (I told him we would be there a few minutes after 9 and it was closer to 11). He asked if we had family here and I said yes, he asked if they served and I said yes, my son is law is in the Army and I am here to spend 4 days with them. He immediately thanked me for my son in law’s service. Our room was spacious. Bed was comfortable. Breakfast consisted of scrambled eggs, sausage, biscuits and gravy, waffles ( with a lot of topping options), juices, etc. we would definitely stay in this hotel again, if we come back to the area.

Let’s start with a greeting from the front desk. He was very knowledgeable about the area, friendly, and engaging. He even attempted to upgrade our room. The rooms are brand new and well taken care of. To top it all off, the breakfast was wonderful, and the kitchen staff went above and beyond during breakfast service.

Nice clean stay, it’s currently undergoing renovations but that did not interfere or bother us at all. The breakfast had a variety to choose from also, waffles, bagels, toast, biscuits/gravy, fruit, cereal and juices. We would definitely stay again

The staff who checked us in and out were friendly. The hotel room was spotless, UNTIL we discovered a large amount of poop stuck to the insides of our toilet. We did not notice it until the morning of checkout of our one night stay, or we would have asked for another room. We went out, came back late, and did not use the toilet until the following morning. Then, some employee screamed at my son for supposedly spilling milk on the breakfast counter, which I do not think he did. We should have yelled back at her for not wiping off any of the breakfast area tables, but she looked scary and did not want to mess with her. Then, as we were leaving, another lady from the front desk said have a nice day.

Horrible stay. Do not recommend. The manager Mr. Hemal Patel refused a refund when Amber at the front desk overcharged us the pet fee written on their own website. Website states $30 per day for 2 pets and they charged us $30 per pet per day which is not what their own website states. I’ve stayed at multiple best westerns and hotels that follow their policies written on their websites, and this location did not follow their own policy. Amber said only the manager can do refunds, and he works in the morning, but when we checked out, only Amber was still working (more than a 12 hour shift alone). We didnt have time to sit around waiting for him to show up to do the refund so Amber said the manager would call as soon as he got in. Mr. Patel never called us like he was supposed to, and when we called him about the refund, he was extremely rude and told us to take it up with corporate because he refused to refund us. We complained to corporate about his bad manners and horrible customer service so they submitted a ticket to the owner of the hotel. The descriptions of the hotel do not cover the state of renovations that are being done. The website states that the pool is being renovated only, but the full first floor is still under construction (it’s been months of this according to other reviews). The air conditioner was loud and didn’t cool off the bathroom in the room or hallways. The elevator and stairs desperately need to be updated. The toilet seat is square and really uncomfortable to sit on without falling in. There was no ramp for the carts at the front of the building to load/unload our car. Had to lift the cart over the curb. For over $100 a night, I expected way better. And better customer service than Mr. Patel gave us. We will not stay here again.

Unclean bedding, low water pressure, no hot water, no ironing board or iron, pool closed, remodeling mess through the halls.