Surestay Hotel By Best Western Clermont Theme Park West

Recent Reviews: 646

• User:MsMidori

  Trip type: Family

  Horrible Room

  08 May 2026

  If I could rate it a zero, I definitely would. The room was dirty and had a foul smell. There were holes in the wall and the lamp did not work. We brought it to the front desk's attention that night but was told there was no manager on duty. We checked out early the next morning (earlier than our check out date) for our health and safety. Then the front desk agent called later in the day and was not helpful and rude. He proceeded to tell us that we had to pay for two days when we only stayed for one. He asked us if we wanted to change rooms, however, we had already checked out and did not feel comfortable or safe in another room. In the condition that our room was in, it should have never been rented out. We requested to have a manager contact us and we never heard from them. Harry Patel, General Manager at SureStay By Best Western Clermont Theme Park West, responded to this review Thank you for taking the time to share your feedback. I am sorry to hear that your experience did not meet expectations.I do want to respectfully clarify a few points regarding the situation. The individual who contacted you after checkout to discuss the reservation charges was in fact the manager. As a smaller property with a close-knit team, management regularly assists with front desk coverage alongside our staff, especially during busy periods or operational needs.When the concerns about the room were raised, our team did offer the option to move you to another room so the situation could be corrected immediately. By the time the follow-up conversation occurred, you had already checked out and declined the room move option. We completely understand that once a guest feels uncomfortable, they may choose not to continue the stay, but we do always try to offer immediate solutions first.Regarding the reservation charges, the stay was booked under a rate plan that required a minimum stay commitment, which is why the adjusted charge still reflected two nights despite the early departure. This was explained during the follow-up call.We do take comments regarding room condition seriously, including maintenance concerns such as lighting or cosmetic damage, and those items are reviewed with our housekeeping and maintenance teams after being reported.While we understand the stay did not meet your expectations, we do respectfully disagree with the characterization that no management follow-up occurred, as direct communication was made regarding both the concerns and the billing explanation.Jay – Assistant Manager

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• User:Wendy V

  Trip type: Family

  Do not recommend

  11 Apr 2026

  We had a very disappointing experience at this hotel. Due to a canceled flight, we arrived a day later than planned, but when we checked in, the condition of the room was unacceptable. There were cockroaches present, and the bedding—including sheets and pillows—had visible stains that appeared to be blood.Unfortunately, there was no staff available that evening to address the issue, which left us in a difficult situation. We reported everything the following morning and were told we could leave, but we were still required to pay for multiple nights despite not being able to stay due to the room conditions.We ultimately chose to leave for our own comfort and safety. While the company later offered a small amount of rewards points, it did not feel like an adequate resolution given the circumstances.I hope management takes this feedback seriously and improves both cleanliness and customer service, as this experience was far below what we expected Harry Patel, General Manager at SureStay By Best Western Clermont Theme Park West, responded to this review Thank you for taking the time to share your feedback. I am truly sorry your trip started with the added frustration of a canceled flight and that the first room did not meet your expectations.I do want to respectfully clarify a few important details for accuracy. After carefully reviewing the photos attached to both reviews, only one of the bedding images appears to be from our property, specifically the photo showing the brown bed skirt against the blue wall. That image shows the underside edge of the mattress cover near the bottom of the bed, an area that does not come into direct guest contact. Between that section and the guest are the mattress protector, fitted sheet, bedding layers, and pillows. The angle of the image also clearly shows the nightstand had been moved to expose that area.Several of the other bedding images appear inconsistent with our rooms and linens. Our property uses oversized headboards in every room, while multiple uploaded photos show smaller and completely different headboard styles, different wall colors, and the cross-hatched linen pattern visible in multiple photos is not used anywhere in our hotel. Best Western has strict brand standards on approved linen packages, and that specific pattern is not part of our inventory. Based on those clear differences, the photo set appears to be a compilation from more than one hotel.That said, I do want to sincerely apologize for the roach shown on the wall. In Florida, as the weather warms, exterior corridor properties can occasionally experience isolated pest activity despite regular scheduled pest control service. This is especially true around ground-floor rooms and pet-friendly areas with more exterior door traffic. In rare situations like this, our team is always prepared to either have the room immediately treated, provide full housekeeping cleanup, or move the guest to another room that can be inspected first for comfort.I also want to clarify the statement that no staff was available overnight. While the office doors are secured late at night, we always have staff on property 24/7, including overnight front desk coverage for exactly these situations. Had the room phone been used to dial the front desk, Rodger, who checked you in, would have been able to move you immediately. Because of the delayed arrival caused by the flight issue, we had placed you in a convenient ground-floor room as a courtesy, though those rooms can naturally experience a little more wear because they are also our most commonly requested pet-friendly rooms.Regarding billing, this reservation was booked during spring break under a heavily discounted promotional rate that carried a 3-night minimum requirement, which already reduced your cost far below the remaining market rates that week. Even though you arrived after midnight the following day and chose to check out the next morning, we still worked to minimize your out-of-pocket cost. A one-night penalty was applied, the 3-night promotional minimum was honored, and the remaining 5 nights were refunded after the offered room move was declined.I completely understand the comfort concerns you raised, and those are always taken seriously. We are also continuing wall touchups and cosmetic room refreshes throughout the property, though as a budget-friendly SureStay some cosmetic items may be scheduled after more urgent repairs and operational priorities.We truly appreciate the opportunity to clarify the situation and only wish we had been given the chance to relocate you that same night so we could have turned the experience around in real time.Jay – Assistant Manager

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• User:Linda K

  Trip type: Couples

  The interior walls were gross!!!!exterior looked ok. Frankie was great but the interior walls were filthy,especially the

  29 Mar 2026

  The interior wall were filthy,especially in the bathroom. Harry Patel, General Manager at SureStay By Best Western Clermont Theme Park West, responded to this review Linda,Thank you for taking the time to share your feedback.I’m sorry to hear the interior walls, especially in the bathroom, did not meet expectations. That is certainly not the impression we want to leave, and I will be sharing your comments directly with both housekeeping and maintenance so that room can be reviewed for a deeper wall cleaning and touch-up.I do appreciate you mentioning Frankie. I’m glad her service still stood out positively during your stay, and I’ll be sure to share your kind words with her.Thank you again for the honest feedback. It helps us focus on the details that matter most.Jay – Assistant Manager

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• User:Lechelle C

  Trip type: Friends getaway

  It all worked out!

  17 Nov 2025

  We ended up here after our other reservation fell through. Rodger was very accommodating to us! We appreciate his hospitality! Harry Patel, at SureStay By Best Western Clermont Theme Park West, responded to this review Thank you so much, Lechelle, for the wonderful review. I’m glad we were able to help after your original reservation fell through. Rodger is great at stepping in when guests need support, and he’ll be happy to hear he made a difference during your stay.We really appreciate you choosing us under unexpected circumstances, and we’re glad we could give you a comfortable experience. If you’re ever back in the area, we’d be happy to welcome you again.

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• User:Family G

  Trip type: Family

  Do not stay here!!!

  10 Mar 2025

  This hotel is absolutely disgusting. We only wanted to stay one night on our travels through to Tampa, the moment we got into the room, our feet stuck to the ground because something was spilt and not cleaned up. There were stains on the bed covers. We asked for another room and that room was even worse. We are not picky, we just expect it to be clean. Also, the smell of weed was so bad through the entire hotel. To each their own, but I don’t want to smell it in my hotel room. The only good thing about this hotel was the lovely lady at the front reception desk. Harry Patel, General Manager at SureStay By Best Western Clermont Theme Park West, responded to this review Thank you for sharing your feedback. We sincerely apologize that your experience did not meet your expectations. Cleanliness is a top priority for us, and we regret that the condition of your room did not reflect our usual standards. Our housekeeping team follows strict cleaning protocols, and we will be addressing your concerns with them immediately to ensure this does not happen again.Regarding the odor issue, we are a 100% non-smoking hotel, and we take violations of this policy very seriously. Unfortunately, some guests do not always adhere to this rule, but we are committed to addressing these issues promptly. We encourage guests to report such concerns during their stay so we can take immediate action.We’re pleased to hear that our front desk team provided excellent service. Guest satisfaction is important to us, and we appreciate your kind words about our staff.We value your feedback as it helps us improve, and we hope you might consider giving us another opportunity in the future. If you would like to discuss your stay further, please feel free to reach out to us directly.

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