We booked 4 nights here over Memorial Day weekend. Staff at front was exceptionally nice all weekend. We got in late the first night, around 9:30 pm and traveled with 2 young children. Room was fine until we took baths and walked around the room. The floor was so filthy it made mud. I took a baby wipes 5 different times to the main floor and they came back covered in dirt, hair, and dead bugs. In the morning I asked the receptionist to please have our room swept and mopped. They made a note. Figured it would be done. Got back around 9:00pm. Not swept, mopped, out of towels and toliet paper. Went down to receptionist. Very sweet and apologized. Told me they did not have a mop we could use but offered me another room. Ok. Went to the other room with baby wipes....just as dirty, so we stayed in the original room. Asked for the room to be cleaned again ( Memorial Day), said they would. Needless to say, it was never cleaned. Talked to the manager, Clara, Tuesday and asked to cancel the reservation for Tues night and be reimbursed only the cleaning fees for the other nights. She refused. She was not apologetic, told us we could have moved rooms or just come down and get our own towels, and acted like she was doing us a favor by "letting" us check out late and reimbursing us for that night (never mind she wasn't in the office when we went in to talk to her in the am before the check out time). I don't need fancy, I just need clean. I wasn't expecting a 4 seasons but I do think things should be cleaned. Nit picky things may include trash all over the pool area, bath tub plug not working, "breakfast" of a packaged muffin and juice, not refilling coffee, toliet paper, or towels. There are plenty of similarly price hotels around. Please choose any other. less
Guest Relations Manager, Other at SureStay Plus By Best Western Southern Pines Pinehurst, responded to this review
Thank you for pointing out the issues with housekeeping so that we can work to improve upon
this aspect of the guest experience at our hotel. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures. We do appreciate the compliments to our front desk staff and we are addressing our policies to prevent the housekeeping issues that you experienced from occurring in the future. On behalf of our entire staff, we thank you for choosing our hotel and hope you give us a
chance to serve you again and will experience the improvements we have made with our service.