SureStay By Best Western New Braunfels

"I checked in yesterday the woman at the counter was informative and helpful. Then my stay was alright until checkout this morning. I am a rewards member with best western and to my understanding early check ins and late checkouts are complimentary and shouldn't be a big deal we'll this Karen of a woman called my room this morning at 1059 and told me I couldn't have a late checkout that she was going to charge me for it and that I had to be out by 11 thankfully I had managed to get my stuff together quickly and get out before 10 after. As I am leaving I noticed the police arriving at the hotel. Not having a ride I sat on the steps to smoke a cigarette and a few minutes later the police came to the room and told me I had to leave the property cause the hotel wanted me gone. They called the police cause I wanted a late checkout."

"Worst Best Western in the country. Must avoid. Inedible breakfast not worth the price even though it's free. And when I complained that there was no heat in my room one night, the owner/manager made excuses. He doesn't give a damn. He's so cheap he actually refused to reimburse me for that night. A truly terrible place."

"This was the worst night of my life so far. We stayed in the handicap suite. It was only considered handicap because of the railings in the restroom. The beds were too difficult to get on & were extremely too soft. My poor son had to continue helping me adjust from the bed to the chair in the room. Talk about tossing and turning all night. Upon arrival... there were signs this was not a good place to stay. We set reservations over the phone & were told they offer a full breakfast... not true. It's a continental breakfast. The handicap room is way in the back of the hotel instead of the usual front rooms. We found a 22 bullet on the ground & and our phones would not make outgoing calls. We called the operator, who came with her cell phone to see what was the issue. Those were signs not to stay here. After unloading all our belongings & finally getting our phones to work... we decided to stay. That was definitely the wrong choice. I am leaving here with excruciating pain in my lower back and both my legs. I don't recommend this facility at all. The handicap restroom had a tub that was a hassle to get in & out of."

"The location was convenient, and the property looked in good condition. The room was clean with no strange odors. The bed was relatively comfortable, and sheets seemed clean and were pretty soft. Both parts of the bathroom looked pretty clean. The only issue we had was that every time we went into the shower/toilet room, we would find tiny little baby roaches running around."

"We paid extra for first floor handicap accessible room. Room was not as clean as expected. Bigger problem was a leaking toilet and shower faucet that sprayed water onto bathroom floor. It became a real slippery surface causing risk of falls. Bathroom floor remained wet and couldn’t be used. We requested a handicap chair for the shower which was broken, so my wife couldn't shower. When manager was advised she said “Oh” and did nothing. We contacted Best Western and SureStay took no responsibility."