SureStay Plus Hotel by Best Western Highland Poughkeepsie

This is the worst hotel with the most unprofessional staff and management! The attitude of the employees is absolutely terrible. We made a reservation for November 1-2, confirmed it by phone on October 30, and specifically requested a non-smoking room. When we arrived for check-in, we were shocked to find that our reservation had been randomly canceled, despite never canceling it ourselves. The staff outright lied, claiming that we had canceled the booking, and refused to take responsibility for their mistake. The General Manager's attitude was equally unacceptable. This experience has been incredibly frustrating, and I strongly advise others to avoid this hotel. They ruined our vacation. Please do not believe their any reply; they are always lying! We did not check in at all that day! Not only did the hotel fail to help us resolve the issue, but their attitude was also extremely poor! In the end, we had to find another hotel ourselves. Do not trust this hotel; the management is awful! They not only completely failed to help us, but they also kept lying. We have already filed a complaint! If you book this hotel, there’s a good chance that your reservation will be canceled without notice. When you arrive, they will claim that the customer canceled it, lying and shifting the blame. Customers are left with no choice but to spend more money to find another hotel at the last minute.

As soon as we checked into the room, we found the toilet to be dirty and the bathtub did not look like it was cleaned in quite a long time. As we always bring wipes, we wipe down the toilet and the sink area as we do not have a lot of time Due to a wedding. We were attending an hour later upon returning to the room after the wedding, pulling the sheets back we found them to all be wrinkled, including the pillows and a hair in the bed. It became quite obvious the sheets had not been changed from the prior guest, nor had the bathroom been cleaned very well. The room did not smell clean, and we made the decision to leave at that point since nobody was willing to change the sheets at that late hour, we’ve made five or six phone calls now with no return call from management. It’s an old building. There’s no elevator. It does not have a clean sent to it Our room I can tell you was not clean. I do not recommend staying here the staff while friendly at the front desk we’re not very accommodating to our issues.

Booked room on *******, Sure Stay says no room available, then call ******* to straighten out, staff at hotel very rude unproffessional.

The staff were helpful with suggestions in the area and accommodations were nice. I’d stay here again in the future.

Nice and Well managed property. Clean rooms and stairwells. Friendly and professional staff. Nice location along with great value.

The room we were given had hair all over the place. The bed was dusty and dirty. We asked for a different room and we were given one with slightly less hair and dust. Really unfortunate experience. Uncomfortable and a waste of time+money.