SureStay by Best Western Massena

The hotel often surprises guests with its cleanliness and comfort, frequently exceeding expectations given its older or somewhat rundown exterior appearance. It serves as a practical and value-conscious option for travelers seeking a straightforward place to rest, including business travelers and those participating in local events like fishing tournaments, who appreciate its quiet setting. Many guests find it a peaceful retreat, offering a tranquil environment away from the hustle and bustle, which contributes to a relaxing stay. While the property's overall condition is noted as dated by some, its interior upkeep and the general comfort of the rooms are consistently highlighted as positive aspects. To ensure a smooth experience, guests are advised to confirm the availability of specific amenities, particularly breakfast, as advertised services may not always be provided, and to be prepared for potential noise from adjacent rooms due to thin walls, which can sometimes impact sleep quality.

Facilities & Amenities
Feedback on the hotel's facilities and amenities is mixed, with some notable limitations impacting guest convenience. Several guests reported issues with TV functionality, finding that televisions in their rooms either did not work at all or had limited channel access, which impacted their ability to relax or stay entertained. A recurring point of concern for guests assigned to upper floors is the absence of an elevator, requiring them to use stairs, which can be inconvenient for those with heavy luggage or mobility challenges. While some reviews mention the presence of a refrigerator and microwave in rooms, their availability or consistent functionality is not universally praised. Additionally, the performance of in-room heating and air conditioning units has received mixed feedback, with some guests experiencing issues with temperature control, affecting their overall comfort during their stay.

Cleanliness & Room Comfort
Most guests commend the hotel's cleanliness, frequently describing rooms as very clean and well-kept, with particular praise for clean bathrooms and fresh linens. However, some guests reported significant issues, including visible stains on carpets and pillowcases, the presence of bugs in showers, and even concerning reports of bed bugs, which severely impacted their stay. The overall room condition is often described as dated or in need of renovation, with observations of peeling wallpaper and broken fixtures. While many guests found the beds comfortable and conducive to a good night's sleep, others reported them as being very hard or noted issues with old, flat pillows. Noise levels are a notable concern, with many guests experiencing disturbances from adjacent rooms due to thin walls, leading to disrupted sleep. Additionally, a recurring issue is an unpleasant smell in some rooms, described as musty or sewage-like, despite the rooms appearing clean.

Dining & Food Quality
A significant and recurring point of dissatisfaction among guests is the hotel's dining offerings, particularly the breakfast. Despite being advertised on various booking platforms, most guests report that breakfast is not actually provided, or the designated breakfast room is closed. This discrepancy has led to considerable disappointment, as many chose the hotel specifically for this amenity. Furthermore, the in-room coffee provided has received negative feedback, with some guests describing it as terrible or expressing concerns about its placement in the bathroom, which they found unhygienic. While some reviews mention that staff occasionally offered alternative hot beverages or snacks, this was not a consistent offering and did not compensate for the advertised breakfast. Guests are advised to plan for their own breakfast arrangements, as the hotel's current offerings are minimal to non-existent.

Location & Accessibility
The hotel's location is generally described as being outside the main town area, often referred to as "rural" or "off the beaten path," which contributes to a quiet and peaceful environment. While this means it is not walkable to many local eateries or attractions, many guests found it conveniently situated for their specific travel needs, such as being right off a major highway for easy access and exit. For those traveling by car, the hotel offers ample parking, which is noted as easy and convenient, providing peace of mind for guests with vehicles. Despite its slightly remote setting, the location is considered suitable for travelers seeking a tranquil stay away from urban noise, provided they have their own transportation to reach dining options or other points of interest.

Staff & Service
Feedback regarding the hotel's staff and service is notably mixed, presenting a varied guest experience. Many guests commend the staff for being friendly, helpful, accommodating, and polite, highlighting positive interactions during check-in and with housekeeping. These positive experiences often describe staff going out of their way to assist with requests and provide information, contributing to a pleasant stay. However, a significant number of reviews report negative encounters, describing some staff members as rude, unhelpful, or unresponsive, leading to feelings of being unwelcome or ignored. Issues with communication among staff, particularly regarding reservations and room changes, have also been noted. While some guests experienced smooth and easy check-in processes, others faced challenges with billing discrepancies or staff not being readily available at the front desk.

Additional Information
Guests should be aware of several specific policies and amenities that may impact their stay. The hotel has a pet-friendly policy, though some guests reported issues with staff understanding or adhering to service animal regulations, leading to frustration. There have also been instances where guests were misinformed about the availability of certain amenities, such as cribs, which were advertised but not actually provided upon arrival. Additionally, guests should anticipate a policy regarding incidental holds on credit cards upon check-in, which some found unexpected. While the hotel aims to provide a comfortable stay, these specific details, including occasional reports of issues with vending machines or ice availability, are important for guests to consider when planning their visit to ensure their expectations align with the services offered.