Name: SureStay Hotel by Best Western San Rafael
Address: 865 Francisco Boulevard East, San Rafael, 94901, US

10/10

Exceptional

31 Jul 2026

Abdiela

Break back

4/10

Poor

30 Jul 2026

Lillian

The pull out couch bed was broken and had sharp metal exposed. I was not told of this before we arrived. The end of the couch bed turned up as well because the metal supports were broken. The front desk said you can still sleep on it. They also could not give us keys to the room because their machine was broken. There was no cancellation policy once the property was booked, probably because if people research the property more they would cancel. The balcony walkway was dirty and not level. They did eventually give us another room after much discussion because I said the broken pull out couch was dangerous and unacceptable. I was traveling with small children and did not want them getting cut on the metal. They initially offered a roll away bed to replace the sofa bed but that would not have accommodating two people and there really wasn’t room for it in the room.

8/10

Excellent

28 Jul 2026

Heather

It was fine for overnight.

4/10

Poor

26 Jul 2026

Kristopher

The room was ok at first look, but we found the sheets were dirty, the shower curtain stained, and the fridge still had food from previous guest inside. Breakfast is sad at best, no coffee in room. To top it off, when housekeeping finally came to our room, they stole a stuffed animal from my kid. We got it back which is how we know it was stolen. Be wary of this place

2/10

Poor

22 Jul 2026

Farooq Ali

Very bad experience, sofa was dirty as if some one pee on it, beds were ok, the front desk women sits inside another room and had to call them to respond, breakfast offering is scam with only apples and couple of things, no hand soap, smelly area with dumpster below the room, had to suffer this as we were tied after a long day and late night.

10/10

Exceptional

18 Jul 2026

finn

The coffee pods in a cupboard in the lobby, in case you look for them.

Self

8/10

Excellent

18 Jul 2026

Katya

The breakfast is very basic.
We stayed in the biggest room because of the sofa bed, but it didn't work, the legs of the sofa bed were broken. The hotel must replace it, otherwise no advertise it, because without it, the room is like every other room just with 2 queen beds.

Friends_and_family Family

8/10

Excellent

10 Jul 2026

Cassandra

Room was clean and comfortable. Good value.

Friends_and_family Family

10/10

Exceptional

09 Jul 2026

Hermes

Clean room

Family_with_children

8/10

Excellent

06 Jul 2026

Rehan

Clean room, Good staff, no Breakfast Coffee only

Business

10/10

Exceptional

04 Jul 2026

Rizabek

Clean, has iron, and coffee for breakfast.

Family_with_children

8/10

Excellent

30 Jun 2026

Esthefania

Tight parking, very small location, overall good!

8/10

Excellent

29 Jun 2026

Adrianne

The stay was great for a what the trip called for

Friends_and_family Family

10/10

Exceptional

29 Jun 2026

Martín

.

Self

10/10

Exceptional

26 Jun 2026

Maria

I loved the hotel specially because stores and restaurants near by I will stay there again

Friends_and_family Family

4/10

Poor

22 Jun 2026

Melissa

It was just gross.

Family

10/10

Exceptional

21 Jun 2026

Teresa

All good only kept running out of toilet paper

Family_with_children

10/10

Exceptional

21 Jun 2026

Roudolf

clean room, friendly staff, convenient location and parking

Partner

2/10

Poor

21 Jun 2026

Agnes

Surestay Best Western was the Worst Western; filthy, staff were too scared of the front desk man to help. But the cleaning lady did her job to keep the towels and sheets clean. And the recreational use of drugs by guests outside my window and car park made the experience terrible all round! Never again. I felt so unsafe as a lone traveller.

Self

6/10

Pleasant

21 Jun 2026

Junior Adrian

The parking spaces were too close together, a man pulled in next to us and slammed is door into our truck as we watched. The room looked nice and clean except the shower did not drain was clogged, staff did come and fix it pretty quick. The door would not open 90% of the time and did not shut right even when locked. Curtains do not shut so people see you in your bed as they walk by the room (weird and unsafe). The free breakfast was good. Seemed like a good place to book at last minute but was a bad decision.

Family_with_children

6/10

Pleasant

14 Jun 2026

Gloria

We didn't take the breakfast, the room was ok

8/10

Excellent

14 Jun 2026

Kustari

The room is very clean, the manager is very nice, the only thing is there is a drunk male in front of our room , and he is not even stay in the hotel. I feel not comfortable, everytime we got to our room in the evening, we have to ask the manager, to move him, this is happening 2 days . And we didn't get the bottle of water because we didn't book directly from Best Western 😒

Friends

8/10

Excellent

14 Jun 2026

Gavino

We booked this place one week in advance of a Saturday night stay compared to prices plus or -5 miles , this is a good value for the price @ $ 150 with taxes - the room is nothing fancy, but adequate equipped with a king size bed a small clean microwave a clean refrigerator a nice flatscreen TV with Comcast cable - most important all the bed linens and bath towels were crispy clean we pulled them back and the mattresses are clean - we didn’t have any disturbances and slept pretty good. The room did its job for us.

Partner

10/10

Exceptional

12 Jun 2026

Roudolf

nice and clean room, well educated and friendly staff! Absolutely Excellent!

Partner

10/10

Exceptional

11 Jun 2026

Angelina

Staff were wonderful helping to coordinate the best room for sleeping during day due to work all night :)

Self

4/10

Poor

06 Jun 2026

Samuel

Room was not clean. There was hair all over the tub . The water from the shower would not drain. Staff was not friendly . Would not recommend

Self

8/10

Excellent

29 May 2026

Paul

Overall the motel was clean and convenient.

Self

4/10

Poor

25 May 2026

William

The phone and TV in my room didn't work. Had to keep the bathroom window open to ventelate the bathroom . No fan. Breakfast was a juice machine, tea packs, coffee (not liked by other guests) and prepackaged pastry. (Something with chocolate chips and bagels... No cream cheese). I was asked to park my suburban in the only 3 spots for lager vehicles in front of the office at the furthest point from my room. Lastly. Travelocity has the hotel listed as Travel Lodge, but the name changed to a Best Western Sure Stay several years ago according to the receptionist.

Self

4/10

Poor

05 May 2026

Sonja

Advertised as a hotel but was a motel. Run down and gross. Even killed a cockroach in our room.

Family_with_children

4/10

Poor

02 May 2026

Greg

Room did not appear to be well cleaned. Hair found in the shower, bathroom sink, and in the bed. The hair in the bed was the most disturbing as it made us suspect of the bedding had even been washed in the first place.

Partner

4/10

Poor

30 Apr 2026

Gabby

Doesn’t look the same as the pictures

Friends

10/10

Exceptional

27 Apr 2026

Luis Angel

Clean room and friendly staff

Business

4/10

Poor

22 Apr 2026

Kelli

Room smelled. Floor not clean. Lots of construction going on, but wasn't told in advance.

Self

6/10

Pleasant

20 Apr 2026

Elijah

Great inexpensive hotel conveniently located by freeway . Traveling for a basketball tournament wish they would’ve had a breakfast !

Family_with_children

4/10

Poor

19 Apr 2026

Sherry

I wouldn’t stay here again

Family

2/10

Poor

06 Apr 2026

Keith

No amenities, breakfast, bad attitudes no accommodations and the guest are sketchy activities for out of towners seeking family friendly space, go to a real BW Express or plus not these. VERY BLACK DIRTY FLOORS FEET GOT FILTHY IN ROOM. I mopped up and the towel went BLACK!

6/10

Pleasant

04 Apr 2026

Maria

Property is NOTcared for at all
There were walls with chipped paint, scratched doors and things like that. The room was vacuumed but it did have nasty old carpet even though pictures showed linoleum floors and that was one of the reasons I booked it due to allergies. Price is very reasonable but not worth it.

Family_with_children

4/10

Poor

03 Apr 2026

Joseph

Yes

4/10

Poor

01 Apr 2026

Kimberly

There was no breakfast lol. Staff was rude. Did not say one word to me when I checked in. Gave me one key when we had two guests. Room smelled musty. Toilet shook around was not bolted into floor properly. When I left I asked for a receipt. I was refused one and said I would be emailed shortly. Never received one but I was charged twice. I will never stay here again.

Partner

8/10

Excellent

28 Mar 2026

Rebecca

Parking was good. There wasnt a real breakfast. Just coffee and juice and a pre-packaged pastry. Very miss leading.

Self

6/10

Pleasant

25 Mar 2026

Elena

I stayed at this property last week, and unfortunately my experience was very disappointing.

Upon check-in, it was clear that the room had not been properly prepared. There was no shampoo or body wash—only empty bottles were left behind. There were just a few napkins available, and the TV was not working. Overall, the room did not appear clean or properly maintained.

More concerning, after returning home, I developed numerous red spots on my face. This makes me question the cleanliness of the bedding and linens, or whether low-quality or irritating cleaning products were used.

I strongly believe that rooms should be thoroughly inspected by staff after cleaning, rather than relying on guests to discover these issues.

10/10

Exceptional

25 Mar 2026

Yesenia

the only thing is that the ice machine was not working. other than that it was a great stay.

Self

10/10

Exceptional

03 Mar 2026

MerLynn

Good

Self

10/10

Exceptional

02 Mar 2026

Michelle

They let me check in @9am after working night shift and that is very considerate of them. Good thing the room was available at that time. The room itself is clean and tidy. Has a refrigerator and microwave. Overall my stay was very comfortable!

Self

8/10

Excellent

26 Feb 2026

Angela

Clean room, comfy bed and room was good size.

Partner

10/10

Exceptional

23 Feb 2026

Albert

Nice

10/10

Exceptional

22 Feb 2026

Lynn

Yes

2/10

Poor

11 Feb 2026

Jessica

The flooring was buckling and separated in some areas with signs of prior flooding.
Not 5 minutes after sitting down we noticed a bug and when looking around the room (not moving anything) we noticed the roaches just crawling around. We left immediately as we had a small child with us. Staff seemed aware of the big problem.

Leisure Family_with_children

10/10

Exceptional

09 Feb 2026

Christopher

Good

4/10

Poor

17 Jan 2026

Leanne

You can stand the middle of the room and slant yourself because of the ground being uneven, we stayed on the second floor.

Business_and_leisure Partner

8/10

Excellent

09 Jan 2026

Megumi

Clean room

Leisure Self

10/10

Exceptional

08 Dec 2025

Sophia

The room was spotless, spacious, and the shower water was hot and soothing. The night manager at the front desk is also a really kind human. She cares about people because another guest needed jumper cable and she went out of her way to obtain one for the guest.

8/10

Excellent

07 Dec 2025

Aaron

Nice inside rooms.

Business

10/10

Exceptional

07 Dec 2025

meagan

Clean and welcoming

Business Self

10/10

Exceptional

07 Dec 2025

meagan

Yes, clean and helpful

Business Self

6/10

Pleasant

06 Dec 2025

Gregory

Commercial area

4/10

Poor

21 Nov 2025

Julie

Room was terrible. Peeling wall paper, toilet leaking on floor, filthy carpeting. The floor was very soft in places like rotten under carpet. They claimed to have breakfast included, but we didn't check it out because the lobby was so tiny. The property was just run down. Very disappointed

Leisure Partner

4/10

Poor

31 Oct 2025

Heather

Did not have fitted sheets. Floor had gaping in the wood. Wouldn't recommend

10/10

Exceptional

29 Oct 2025

Anthony

Room was clean and comfortable! Loved the amenities which was just what I needed and the staff was very nice! Would certainly stay again! Thanks so much!

Business

6/10

Pleasant

27 Oct 2025

Michael

Noisy and not very safe area

4/10

Poor

26 Oct 2025

Daniel

When we arrived, even though the room looked like it had been cleaned, the restroom was still dirty with toilet paper still in the toilet, and no extra rolls near by. There was a bad smell in the room and the surrounding area.

Leisure Partner

4/10

Poor

24 Oct 2025

Joshua

The place is falling apart a bit structurally. The front desk is tiny and is where an also tiny breakfast is served. Front desk staff had a very indifferent demeanor. Double charged us accidentally and took over a week to resolve it. Totally serviceable for a needed place to stay, not recommended for leisure/vacation.

6/10

Pleasant

23 Sep 2025

Christina

Breakfast options pretty limited

6/10

Pleasant

23 Sep 2025

Jo Beth

Check in was not friendly. When I arrived I was surprised by location and apperance. Room was adequate.

Partner

2/10

Poor

23 Sep 2025

Veronica

We got to our room and had a very terrible smell. The room was dirty & better filthy. The front desk said that there were no more rooms available. It took me almost two (2) hrs to clean and sanitize the room. I had brought my own disinfectant,-sanitary wipes , luckily. I have pictures of all the dirt from the floor from the bathroom to the front room and where the banshee was at. I cleaned and wiped everything down. It was filthy. Never again while I stay there. I would like to have a Refund of my two day stay.

6/10

Pleasant

22 Sep 2025

Christina

Bathroom still had used towels under toilet and body wash was empty.

Leisure Self

4/10

Poor

20 Sep 2025

Kum Sim

Place is sketchy and room smells.

2/10

Poor

31 Aug 2025

Daniel

The room was supposed to be a non smoking room but reeked of cigarettes. Bedding was dirty/stained.

Leisure Family_with_children

2/10

Poor

26 Aug 2025

Regina

The room smelled like pee. The pillows were flat and needed to be thrown away.

Partner

2/10

Poor

25 Aug 2025

Jake

Do not stay at this hotel. Disgusting unclean pillowcases caused inflammation and pimples on my girlfriend’s ear. The place feels extremely unsafe, the area and the people around the area make it feel extremely uncomfortable. We were very concerned for our safety staying at this hotel, for whether damage would be caused to our car whilst staying. We entered our room initially to the smell of marijuana, when alerting the front desk he offered to swap the room but did not apologise for it or seem to feel too bad. Our next room had a huge dent in the wall upon opening the door, but whatever. I have never felt unsafe staying at a hotel until this stay. Other guests were smoking marijuana outside the hotel room doors, that we had to tell to stop then eventually call the front room desk so they would in this no smoking hotel. This hotel cost $155 for the night, an incredible rip off, with issues that i would not even expect from a $50/night place. AVOID AT ALL COSTS.

Leisure Partner

10/10

Exceptional

25 Aug 2025

Baoning

This place is great. I checked in late. But everything works out! I am glad.

Leisure Friends

10/10

Exceptional

16 Aug 2025

Alexsandra

Clean room. Easy parking. Quiet area. Close to downtown town.

Leisure Family

8/10

Excellent

16 Aug 2025

Jerald

Not bad for the money

8/10

Excellent

10 Aug 2025

Verified traveler

Great stay

The room looks as it is on website. Very clean all around. Well maintained

Friends_and_family Family

10/10

Exceptional

07 Aug 2025

Michael

The property is clean and works for a quick stay, but the surrounding area is just a little rough. Evidence of prostitution and partying is only 1 street away. I think the property itself is safe enough

2/10

Poor

06 Aug 2025

Ryan

The property looked great. Room clean and well cared for. Unfortunately this sight is not for people or construction workers who need to stay for the week. No parking. Have to park out on the street. $4000 worth of tools that were locked up on the truck still managed to get stollen out of the work truck

Business

2/10

Poor

02 Aug 2025

Ka Yan

The breakfast is very limited and the room is not very clean with some ants

Business Family

10/10

Exceptional

31 Jul 2025

David

Best bed we’ve ever had in a motel. Great nights sleep.

Leisure Partner

6/10

Pleasant

26 Jul 2025

Richard

Just OK!

Leisure Self

10/10

Exceptional

24 Jul 2025

Gina

Perfect Price

Very nice for the price. The breakfast was simple, but perfect for us. A bagel with cream cheese, yogurt, fruit and coffee. The location was also nice and centralized for all of our outings. Our room was very comfortable.

Friends_and_family Friends

10/10

Exceptional

21 Jul 2025

Natalie

Inside was really nice and clean. Outside was a bit sketchy at first.

Leisure Partner

8/10

Excellent

15 Jul 2025

Verified traveler

Desk clerk at check in was cold and abrupt.

Self

10/10

Exceptional

13 Jul 2025

Bao

close to my destination

Leisure Family

6/10

Pleasant

03 Jul 2025

Ian

Someone took a deuce in the fridge and the body wash wasn't conditioner and for that matter the shampoo wasn't really up to stuff either but other than the horrible experience it was really nice and staying up all night because all the noise was even better thank you

4/10

Poor

21 Jun 2025

Kevin

the

Partner

6/10

Pleasant

07 Jun 2025

Carl

It was clean. Poor lighting for reading.

Partner

8/10

Excellent

19 May 2025

Julie

When the bed gets made, it would have been nice if the sheets were changed as well.

Leisure Family

10/10

Exceptional

17 May 2025

Sally

Nice convenient nice family run

Self

8/10

Excellent

13 May 2025

Tina

It was easy to get to. Fast check in. Tight parking spots

10/10

Exceptional

12 May 2025

YUE

Clean, safe

Leisure Family

10/10

Exceptional

09 May 2025

Sally

lovely family run hotel Kind and so considerate

Ive been here know for two weeks .I love it so convenient very clean Highly recommend sure stay Hotel best western San Rafael . it felt like my second home.
Thank you to the whole staff for your outstanding service in every way
Sally Catalana

Self

8/10

Excellent

05 May 2025

Jennifer

Hotel was small but nice, and a good coffe shop across the street. It was clean, but I was disappointed that I found an apple core that had been left in the ice bucket. Service was friendly, will stay here again if we come back to the area.

Leisure Partner

10/10

Exceptional

04 May 2025

Sally

always a reliable well run place

I've stayed here while my home was being painted . It has been very comfortable and at a very fair price

Self

4/10

Poor

02 May 2025

Alondra

Photos are deceiving, property condition is not good, and a lot of loitering

10/10

Exceptional

28 Apr 2025

MURTAZA

The staff was courteous and helpful. The room was clean neat and location was very convenient. Excellent place.

Leisure Partner

4/10

Poor

20 Apr 2025

Troy

Smoke alarm was removed from room, main light bulbs out, loud music from lower level room, check in thru a window, breakfast (not really). Much better places to stay in San Rafael for similar price.

Business

6/10

Pleasant

16 Apr 2025

Timothy

The rooms were clean. The “reception” was tiny and breakfast should be just a coffee bar. This is a motel. Full of people smoking on the porches and balconies

Leisure

2/10

Poor

10 Apr 2025

Tal

Very bad experience not recommended at all

Business Self

6/10

Pleasant

14 Mar 2025

Lisa

Fine