The Lodgings Hotel SureStay Collection by Best Western

Awful - Terrible - Atrocious People. Never Again, Warning to all who would rent from this company. We booked this resort prior to Hurricane Helene on September 17, 2024. We contacted Naples Florida Vacation Homes, LLC to check on the resort & staff after hurricane to make sure everyone was safe and property was still in good condition for our vacation. We were assured they were unscathed & it was business as usual. When Hurricane Milton started to approach the area in Friday 10/4/24, we contacted them again and were told it was still business as usual. On Saturday 10/5/2024 as Hurricane Milton had become a category 3 hurricane, we contacted them again to see if we could reschedule our trip until their first available date after the hurricane had passed. We were told that they would reschedule us, but there would be no refund for our current stay and they would not apply any of the funds to our rescheduled stay. We could cancel if we chose, but there would be no refund, that is their policy. They suggested we come to the resort & they would move us to a more inland property further from the ocean. On Sunday 10/6/2024 we contacted them again as Hurricane Milton was now a record dangerous hurricane category 5 and voluntary evacuations had started. We passed power trucks heading to staging areas to assist first responders after the hurricane while driving home to SC. We tried again to reschedule or cancel our trip. Their response did not change - No Refunds! If we cancelled our trip, we would forfeit the entire amount we paid for our vacation. Monday morning Hurricane Milton Category 5 with mandatory evacuation of 51 counties in Florida and Naples Florida Vacation Homes, LLC still refused to have any compassion, refused to refund any of our money. We cancelled our vacation and lost all of the money we had saved to take this vacation. We are sorry we did not look further into this company (Naples Vacation Homes, LLC) prior to making our reservation and paying in full up front of our trip. Yelp review were one star & said if they could give less than one star they would. Our experience is the same - Less than 1/2 star.

I was NOT pleased. This stay was the definition of "You get what you pay for!" The pics were a bit misleading. If u don't plan on being in the room, & only keeping your stuff there, do it. If u do need to relax in your room after a long adventurous day, don't!!

This was the worst customer service I have ever encountered. I was charged for 2 nights and only stayed 1 and now have a dispute on my credit card. The staff were preoccupied with talking to their friends and really seemed disgruntled that I was there. The lady in reception said I did not have a reservation and then after 15 minutes finally said she found it. I asked for help with my bag or a first floor room and she seemed very annoyed. It took 4 calls and 30 to 40 minutes for the driver to pick me up at airport that was 5 minutes away. The room was through 2 security gates (1 was broken) was nicely rennovated but had no window, and the security chain was broken. The restaurant appropriately named "hole in the wal"l was awful. There was 1 couple there when I went and it took 20 minutes to get a menu with no prices on it and labeled Monday (it was Friday) The server said they did not have most items on the menu so I finally said what do you have? At checkout I asked for bag assistance and no one showed up. Very bad experience

I reserved a hotel room at SureStay in Turks and Caicos using points. I received a confirmation email the day prior for my upcoming stay. Later that night, my reservation was cancelled by either Best Western or SureStay. I think it was cancelled because I reserved using very few points. Since the cancellation was within 8 days of stay, if I were to cancel I would have had to do it by calling the hotel. I did not call the hotel. My points would not have been refunded so why would I even do that. Best Western Customer Relations told me their computer system is always right, and I was wrong. Customer relations opened a ticket the day of stay, but I have yet to hear back from them.

This was a stop off of one night as we messed up our air itinerary. The staff was professional and polite. The property was clean and functioning. The food in the property’s restaurant was delicious. I would return here again, a quiet place in a very busy resort area.

Stayed overnight before flight to Salt Cay. Room was clean and staff picked us up at airport and called Taxi for us in the morning for business we had in Provo and then took us to the airport in the afternoon. Pool areas were very relaxing to lay and read a book at. Would book here again.

Only thing good about this hotel is the room, it was decent(small) and the breakfast at the local resturant on site. Book at your own risk. Be sure to commuicate with the hotel before booking. The website does not give details about the airport shuttle services. Also also ask about the beach shuttle hours. The shuttle only runs once a day for drop off and pick up. The communication among the staff is not great. The staff is rude. The staff needs to be trained and offer better customer service. The staff at front is not friendly at all. You get what you paid for. Overall the beach is nice! Expect what you pay for. Please budget a bit more and stay somewhere comfortable and safe.

During our business trip "The Lodgings" was a recommendation from one of our colleagues that stayed there. The organization paid an early check for 4 rooms in order to do some work related procedures and asked the reception to have them ready by 2:00 pm. When we arrived, not a single room was ready. We also specifically asked for these rooms to be together one close to another, for logistics purposes. These didnt happen either, all rooms were far away form each other. On day that we asked for the shuttle service (which is free and it moves your form the hotel to gracebay, and viceversa) they told us that we will be picked up at 6:30 pm. They didnt show up and they didnt even contacted us to let us know that an emergency happened, and therefore, they wouldnt be able to come and picked us up. Later on, the recepcionist Sasha, accidently charged one of the business partners twice, saying that the credit cards numbers were similar, when that wasnt the case. This was escalated to the hotel manager. The lady was very rude, unpolite and unfriendly. She wasnt approachable at all, and was blaming the bank instead of taking responsibility for her employee. After several minutes discussing about this situation, the manager, without asking us first, decided to cancel all the pending nights, that were already paid, so we can start from zero and this way avoid issues with the hold payments. This meant that we had to check in again, pay the security deposit again, and had more money on hold again. Turks and Caicos has a lot of beautiful things, but sadly, our stay there was awful due to all these issues form the hotel. Not recommended at all. There are better places to stay and where they do care about customer service.

A/c did not work well. Nice property and friendly staff. Located far from the beach but close to the airport. Restaurant was nice but again, no a/c. The pool was very nice. They scenery was good but no a/c