The Lodgings Hotel SureStay Collection by Best Western

This hotel serves primarily as a convenient stopover for transit travelers due to its direct proximity to the airport, offering a practical solution for those with early flights or late arrivals. Its signature feature is the complimentary airport shuttle service, though its reliability and schedule can vary. While some guests find it a suitable option for a quick overnight stay, others, particularly budget-conscious travelers, note that the overall experience can be inconsistent, with many fundamental amenities and services falling short of expectations. The hotel is not ideal for vacationers seeking a resort experience or easy access to popular tourist areas like Grace Bay without additional transportation. To ensure a smoother stay, guests should confirm all potential charges, especially any security deposits, and manage their expectations regarding room quality and service consistency.

Facilities & Amenities
The hotel features multiple pools, with the main pool area often described as clean and a nice spot for relaxation, though some guests noted bugs in the water. A hot tub was mentioned but reported as non-functional by some. Guests appreciate the presence of a microwave and refrigerator in the rooms, along with a coffee maker, safe, iron, and hairdryer. However, a significant drawback is the absence of elevators, which poses a challenge for guests with heavy luggage, as rooms are located on upper floors. Wi-Fi connectivity receives mixed reviews, with some finding it reliable and others reporting it as insecure and barely functional. Other facilities like the laundry room were also reported as non-functional, and some rooms feature bars on the windows.

Cleanliness & Room Comfort
Feedback on cleanliness and room comfort is highly varied. While some guests found their rooms to be clean, a significant number reported issues such as cockroaches and mosquitoes in the rooms, a pervasive mildew smell, and dirty bathrooms with visible mold and unwashed rugs. Room conditions were frequently criticized, with complaints about non-functional or noisy air conditioning units, broken televisions or limited channels, no hot water in showers, and small or no windows in some rooms, leading to a lack of natural light and poor air circulation. Other issues included broken remotes, damaged furniture, and stained towels. Bed comfort also received mixed reviews, with some finding them comfortable, while others described them as very old. Noise from the nearby airport runway, slamming gates, and other rooms also impacted sleep quality.

Dining & Food Quality
The hotel features an on-site restaurant and bar, often referred to as "Hole in the Wall," which offers convenience for guests. However, the feedback on food quality is inconsistent; some guests enjoyed the food and drinks, while others found the options limited, subpar, and overpriced, with some even reporting issues with food freshness. Breakfast is a particular point of contention; while some bookings imply it's included, guests often find they have to pay for it, and the offerings are described as limited, a "disaster," or not matching the menu. Service at the restaurant can also be slow, and some guests noted a lack of air conditioning in the dining area.

Location & Accessibility
The hotel's primary advantage is its proximity to the airport, making it a practical choice for short stays related to air travel. However, its central location is not ideal for exploring the island's main attractions, as it is quite far from Grace Bay and other popular tourist areas. Guests often need to rely on taxis, which can be expensive, or rent a car to get around. While the hotel offers a free airport shuttle service, its reliability and schedule can be inconsistent, with some guests experiencing long waits or being denied service. A beach shuttle service is also available, but it typically operates only once a day, limiting flexibility. The immediate neighborhood is described as somewhat unappealing, with limited amenities and a lack of sidewalks.

Staff & Service
Guest experiences with staff and service are notably mixed. While some guests praised the friendly staff and their helpfulness, a significant number reported encountering rude, cold, dismissive, and unwelcoming staff who seemed unmotivated and unwilling to assist. The check-in process is frequently described as painfully slow, with issues regarding reservations and unexpected security deposits. Maintenance requests, such as those for non-working TVs or AC units, often went unaddressed or took a long time to resolve without a solution. Handling of complaints, particularly by management, was often perceived as unapproachable, unhelpful, and even accusatory, with some guests reporting that their concerns were dismissed or that they were blamed for issues. The reliability of the shuttle service also varied, with some guests experiencing delays or cancellations.

Additional Information
A recurring and significant issue for many guests is the hotel's policy regarding security deposits. Guests frequently report being charged a $100 deposit upon arrival that was not disclosed during booking, with many experiencing significant delays or outright refusal for refunds. Some guests reported the deposit being used as a fine for alleged smoking or late checkout, even when untrue. The hotel's cancellation and refund policies are also a point of concern, with guests reporting difficulty obtaining refunds even for cancellations due to unforeseen circumstances like natural disasters. Some rooms are noted to have no windows, which can impact comfort and air circulation. The water quality in rooms was also mentioned by some guests as causing illness. The hotel does offer umbrellas and chairs for rent for beach outings, and there is a gated property for security.