Name: Best Western Plus Hanes Mall Hotel
Address: 3330 Silas Creek Pkwy, Winston Salem, 27103, US

8/10

Excellent

20 Jul 2026

Steve

Great water pressure

Family_with_children

10/10

Exceptional

20 Jul 2026

Natalia

Great location. Spacious rooms. Nice breakfast.

Partner

2/10

Poor

19 Jul 2026

Brittany

Dear Expedia Customer Support,

I am writing to formally complain about my recent stay at the Best Western Plus in Winston-Salem, North Carolina, which I booked through Expedia. Unfortunately, this was one of the worst hotel experiences I have ever had.

Before traveling, I specifically called the hotel to confirm that the swimming pool was open because it was an important amenity for my family’s reunion. I was assured that the pool was operational. However, upon arrival, I discovered that the pool was not working. I contacted Expedia on the very first day of my stay to report this issue.

Unfortunately, the problems did not stop there. During our stay, we found roaches in our room, and I have video footage documenting this. In addition, the water would not get hot, making it difficult to shower, and the bathtub repeatedly clogged. I reported these issues to the front desk staff, who stated they would address them, but the conditions remained unacceptable.

I drove approximately seven hours from Baltimore, Maryland, to attend a family reunion, and instead of enjoying my trip, my family and I were left dealing with poor accommodations and multiple unresolved issues. This experience significantly impacted our reunion and caused unnecessary stress and disappointment.

Given the misleading information provided before my arrival, the unsanitary room conditions, and the unresolved maintenance issues, I believe this stay fell far below the standards that Expedia and Best Western sho

Family_with_children

10/10

Exceptional

16 Jul 2026

Nancy

Right across the street from the hospital which was great! Shower curtain was torn and desk chair very damaged and pool closed for renovation didn’t know till got there, but price was good, staff nice, and plenty of parking. So overall a good stay.

Family

8/10

Excellent

13 Jul 2026

Hernan

El hotel tiene una alfombra muy socia y despegándose, además, la untura de la pared del baño se está despegando.

Partner

8/10

Excellent

13 Jul 2026

Terri

Very convenient to medical center and also within walking distance to Hanes mall

Family

4/10

Poor

11 Jul 2026

Kellie

The staff here was fantastic, the location was excellent to shopping and restaurants and very easy to get to, but the hotel is just in need of refresh, smelly dirty carpet in room, paint and furniture showed extreme wear and tear. The morning breakfast was good, if you do not go early though, the seating is limited but nice and comfortable. Only one elevator was working at the time of stay, graduation weekend here, so extremely busy, took a while to get downstairs every time. Pool was not up and running yet, however it was mid May, so maybe it opens after Memorial weekend?

Family

10/10

Exceptional

07 Jul 2026

Dominic

Amazing staff, clean , comfortable

Family_with_children

6/10

Pleasant

05 Jul 2026

Joan

Roach in the bathroom greeted me during the night.

Self

6/10

Pleasant

05 Jul 2026

Alaina

The staff were very friendly and welcoming. The common area was nicely updated and breakfast was good. The room could have been cleaner particularly the bathroom. We were fine with it for one night but if it had been a longer stay it would’ve been an issue. Also the pool is closed.

Friends_and_family Family

10/10

Exceptional

25 Jun 2026

Jason

Loved it

Pet

6/10

Pleasant

21 Jun 2026

Cassandra

The hotel was okay, the rooms was too small, poor lighting, my sheet was kind of dirty, we had to take loop warm showers, poor parking.

Family_with_children

6/10

Pleasant

21 Jun 2026

Jessica

The room was ok, not the cleanest, they also need new pillows. We had pillows that were the size of a couch pillow and we only had 2 pillows each. The pool was completely out of commission. The bathrooms are pretty tiny and I would rather have a big shower than a big huge tub. It’s ok for a one night stay but if I’m staying multiple nights I’ll prob stay somewhere else. Our room also smelled musty, may have been from the AC

Family

6/10

Pleasant

21 Jun 2026

DONNA

The room was not cleaned until after 5 pm (3pm was check in time) and then a dead cockroach was found in room. Pool was closed for maintenance but still charged like it was available ..... disappointed

Partner

2/10

Poor

19 Jun 2026

Shawn

First Room had no air conditioning, they moved me and came out of the shower with two large COCKROACHES crawling on the floor in daylight. I took photos and showed them the clerk. She was polite but offered so solution. She did ask me to email the photos.

Pool is closed, empty with a torn ragged tarp hanging off one side. I was told it has been that way for over a year.

Large floor fan in 3rd floor hallway to dry out water soaked drywall (apparently a pipe leak) that has mold growing on it. The hall was stagnate and carried a moldy oder.

I have stayed there previously as I travel of work and they tell me its has new ownership.

I will look for another Hotel.

Self

10/10

Exceptional

18 Jun 2026

Joyce

Parking was easy didnt have breakfast but it smelt and look delicious.

Partner

6/10

Pleasant

17 Jun 2026

Travis

The woman at the front desk was sweet, kind and helpful. Other than her, the rest of the hotel was below average. There is no AC in the hallways, the pool is out of order and there is one working ice machine on the property. The only thing impressive about this hotel was the kind lady who checked me in.

Family_with_children

6/10

Pleasant

13 Jun 2026

Daniel

The rear door from the parking lot was locked open providing no security. The pool was unfilled in mid-June, the cover was ripped and the leaves and debris filling it was a mosquito invested green swamp. The staff was great but the owner/management needs to make maintenance and security a priority. I wouldn't have stayed if I knew the pool and door were inoperable. The staff and ease of access to the highway are this locations redeeming qualities.

8/10

Excellent

11 Jun 2026

Bradley

The location was convenient to the Mall and restaurants. The front desk and check in experience was excellent. The property needed some updating and cleaning. The water in the shower never gets hot.

Family

4/10

Poor

05 Jun 2026

Rusty

We didn’t get to stay, the bathroom door opens up against the toilet, my wife is in a wheelchair and there was no way for her to shut the door while in a wheelchair. We asked for another room but none were available. The man at the desk apologized and said no charges would be made. I am currently waiting on a refund which I requested 6/4/26. Thanks

Friends_and_family Family

2/10

Poor

03 Jun 2026

Azucena

Roaches in my room !!

Partner

10/10

Exceptional

02 Jun 2026

NESTOR

Bshdbdj

Family_with_children

10/10

Exceptional

31 May 2026

Lesa

The pool was drained and we really looked forward to relax in the pi

Family

10/10

Exceptional

24 May 2026

Edy

Muy bien el hotel limpio

Partner

8/10

Excellent

22 May 2026

Mary

Bathrooms need a paint job/upgrade! Hotel conveniently located! Lots of good TV channels! Hot breakfast ok!

Partner

2/10

Poor

22 May 2026

Andre Lucas

there was a roach in my room...I havnt seen a roach in 30 years! there was a junkie person laying on the ground right outside of the exit near the pool passed out with dried blood in his or her pants and a joint of what looked like weed in their hand and they stunk really bad. I had to walk pass them with my family. It was an overall terrible experience! I booked for 2 nights and only stayed for 1 and left early the next morning. Spend your money somewhere else!

Family_with_children

8/10

Excellent

20 May 2026

Alicia

The hotel's appearance was somewhat beat up and needs updating. In my room

10/10

Exceptional

17 May 2026

Stacie

The room was clean, lots of parking and breakfast was good. Eggs, bacon, biscuits and gravy, waffle machine and more. They had a small water leak from the ceiling in the lobby but had it roped off. No big deal. Staff was friendly.

Self

2/10

Poor

16 May 2026

Angela

Parking was decent, did not eat breakfast because of the bug concerns

Family_with_children

8/10

Excellent

11 May 2026

Hassan

It's great, plenty of parking, friendly staff, safe. Rooms were clean with microwave and fridge. Bathroom was a bit small and needed an update. Sink was draining slow. Found a couple of tiny roaches but that wasnt a big deal. Hotels have lots of people moving jn and out and things like that could happen. Breakfast was included. I will stay here again also about a mile away from shopping, food and everything else

Partner

10/10

Exceptional

29 Apr 2026

Julie

The staff at this property are so nice and helpful. Neal at the afternoon/evening front desk is so welcoming and informative with information about restaurants in the area. Breakfast is good with plenty of choices.

Self

2/10

Poor

29 Apr 2026

Kim

I’ve stayed at this property for over a decade due to its location and because it’s a chain hotel, I thought I could count on a minimum standard. Not so.
The place is in severe decline. My friend and I had 2 rooms for 7 days each and..
- we had tepid to cold showers everyday.
- flood in breakfast area from ceiling leak.
- filthy elevators
- followed by man with broom and dustpan onto elevator asking for tips. The front desk could see him clearly. We felt very uncomfortable.
- taped down carpet by elevator on 4th floor
- we talked with front desk personnel and a manager with nothing but a “sorry”.
This place is a horrible representation of a Best Western Plus hotel.

Business

10/10

Exceptional

28 Apr 2026

Darryl

Front desk was wonderful and professional.
I had a very late check in about 2:30am they stayed in communication with me and the process was smooth and they were very polite helping in the morning thank you would definitely stay again

8/10

Excellent

28 Apr 2026

Brenda

Breakfast was not great. Everything else was okay. Fitness room is good.

Friends_and_family Family

2/10

Poor

25 Apr 2026

Jessica

I checked in and enterered my room to the immediate smell of mold. I walked in the bathroom and there was visible black mold all above the bathtub. The front desk was very kind in understanding my need for a refund. Management seemed conserened. The lobby was stuffy and hot, turn the air on and there might not be mold.

Partner

8/10

Excellent

24 Apr 2026

David

Parking was convenient and easy to access. Morning breakfast was typical for free breakfast venues. Really the only concern was the bathroom being very small and having insufficient hand holds to access and use shower. However replacement of rug tiles or a very good cleaning was needed for all flooring in rooms and hallways.

Partner

10/10

Exceptional

23 Apr 2026

Jamaine

Clean and friendly staff. Quiet. Didnt hear traffic.

8/10

Excellent

20 Apr 2026

Diamond

Pam at the front desk was very welcoming and knowledgeable. She referred to the housekeeping staff as “my girls” which let me know this property and their staff operate as a TEAM and I love that. The man working night shift with the Locs (I did not catch his name) was very friendly as well. The only drawback was the bathroom , it was very small in the unit we had and the water was pooling (not draining fast ) in the bathtub . This property is in a great area, in proximity to the mall.

Family_with_children

8/10

Excellent

14 Apr 2026

Nanette

Breakfast was not served, and the room had a musty smell, although it was clean.

Family

4/10

Poor

14 Apr 2026

Laura

First room we got smelled like smoke and the hallway smelled like mold (this was the 2nd floor) (was supposed to be non- smoking) and had mold around the bathtub appliances. No hot water due to an issue with the boiler. Parking was fine and didn’t get to have breakfast since there was an issue with the boiler. The second room we received was better (I’d say average- no smoke, no mold- livable for the last night- higher floor)

Friends

10/10

Exceptional

12 Apr 2026

Debra

Friendly front desk , clean ! Could use some more breakfast option and water in room to be hotter

Partner

6/10

Pleasant

12 Apr 2026

John

Breakfast was not available one morning and on another morning the coffee machine did not function. No maid service one day. Lukewarm water in the shower for three days of our stay, with only cold water the last day. Rusty water from the sink faucet

Family

2/10

Poor

11 Apr 2026

Solange

The room I was assigned had cockroaches crawling out of the corner of the room, and more than two cockroaches in the bed. I spoke with other people and they reported the same problem. The room and bathroom were also very dirty and did not look cleaned before we arrived. Lastly, the shower water was cold and turned luke warm at best on the highest temperature setting.

4/10

Poor

11 Apr 2026

Gary

There was no hot water. There was no breakfast.

10/10

Exceptional

11 Apr 2026

Merrill

Hotel was clean and quiet! Breakfast was a great convenience since we were snowed in!

Partner

6/10

Pleasant

30 Mar 2026

Martiess

Water does get hot just room temperature

10/10

Exceptional

26 Mar 2026

Margaret

Safe and excellent location for me.

Pet

2/10

Poor

22 Mar 2026

Shana

I had roe he’s in my room

Partner

2/10

Poor

22 Mar 2026

Leigh

The shower was broken in one of our rooms and when called the person was unable to fix it. The water ran in the tub all night long.

6/10

Pleasant

21 Mar 2026

Doris

I was unable to get the experience of visiting this hotel. Unfortunately , my flight was cancelled, and in order to proceed with placing a claim ( my trip was insured) , I had to cancel everything because I was unable to get there, for my event, in a timely manner. I’m currently awaiting a refund.

4/10

Poor

21 Mar 2026

Linnea

Carpet was completely soaked in the main hallway. Bath tub and bathroom in very poor shape.

10/10

Exceptional

19 Mar 2026

Jan

Asked.for room.near elevator and was accommodating

Family_with_children

4/10

Poor

18 Mar 2026

Shauna

Firstly bring your own pillows. They do not offer standard size pillows, just 16 inch x 16 inch throw pillows on a king size bed. Second, they will absolutely just place towels on the floor back on the rails and pretend they're new. I put a washcloth on the floor for them to replace because it had a stain and looked dirty, and it was back hanging in the bathroom. Same stained spot. So yes, they wanted me to use a washcloth that had been on the floor. Thirdly, I found a live roach in the bathroom. Gross. And this was just the room itself. The breakfast was inedible, the elevator constantly reeked of weed and BO, and there was a new person at the desk every time I went by it and they were ALL watching TV on their phones and barely acknowledged me. I could have been anyone walking into that hotel. The only positive I can give the place is it was cheap.

Self

8/10

Excellent

15 Mar 2026

Chancey

Room was basic and for our basic needs.

Family_with_children

8/10

Excellent

13 Mar 2026

Sherri

The breakfast was good. The toilet in our room was backed up and leaking water on the bathroom floor. We had to put towels on the floor just to wash our hands in the bathroom. The staff were extremely nice but the bathroom made me not want to stay there again. The room was clean but I couldn’t get over the bathroom issues.

Partner

10/10

Exceptional

12 Mar 2026

Santiago

The room is big and clean. This location is in a convenient location, closed to restaurants and easy access to highway.

6/10

Pleasant

05 Mar 2026

Marissa

It was decent

10/10

Exceptional

04 Mar 2026

Shekeisa

⸻

I had a really good stay at the Best Western Plus Hanes Mall Hotel in Winston-Salem, NC. The hotel was clean, comfortable, and in a great location close to shopping and restaurants, which made getting around very easy.

The staff was friendly and check-in was smooth. My room was nice and quiet, and the bed was comfortable so I was able to rest well. Overall, it was a pleasant stay and I would definitely stay here again if I’m back in the area.

Self

8/10

Excellent

02 Mar 2026

Linda

It was ok

4/10

Poor

28 Feb 2026

Staci

They have a few repairs that I hope are being attended to. I’m not the customer to be pin pointing at an obvious problem’s but I hope management gets the property back to what it used to be.

Family_with_children

2/10

Poor

23 Feb 2026

Michiko

This place is an absolute dump! DO NOT STAY HERE! One of the elevators was broken so there was a long wait just to use the elevator. There was a terrible smell throughout the entire hotel. All the furniture inside the room was VERY old. The ottoman was so old that you really couldn’t even see the color of it. The dresser was old and there was a large crack on the bathroom wall. I couldn’t even close the blinds. The breakfast was just ok. I will never stay here again.

Self

10/10

Exceptional

22 Feb 2026

Calvin

Amazing space!

8/10

Excellent

20 Feb 2026

Robert

Jetted Tube didn't work. But other than that good stay and clean.

Partner

8/10

Excellent

19 Feb 2026

Zeynia

Hotel needs a really good update overall great customer service and fast check in

Family_with_children

10/10

Exceptional

19 Feb 2026

Renee

Best Western is what it is - fair price for clean and comfy room with generous offerings for breakfast.

Self

8/10

Excellent

15 Feb 2026

Zeynia

The rooms could use a little more detail clean but overall very good service

Leisure Partner

8/10

Excellent

15 Feb 2026

Ljiljana

Room clean and staff very kind

Business_and_leisure Self

2/10

Poor

06 Feb 2026

Gilroyd

the reason is that my refund was not maid in a proper way! 5 days pass when my stay ended and i called to see why the delay of my refund and i found out that i was pressed incorrect and thats why i never was doing to received it! thank god i called or was never going to received my money back

Friends

10/10

Exceptional

02 Feb 2026

Kevin

room was clean! staff were very friendly and helpful !!

Leisure Partner

10/10

Exceptional

26 Jan 2026

Patricia

Friendly staff, warm clean room, and close to my place of employment.

Business Self

10/10

Exceptional

20 Jan 2026

Karla

Hi all staff in this hotel was amazing very helpful and areas very clean, breakfast was great, rooms are excellent

2/10

Poor

11 Jan 2026

Mary-Ashleigh

Room and walls and mold
Staff except morning was good
Kids running up and down the hallway and running out the hotel

2/10

Poor

08 Jan 2026

Moja

Had to be moved to another floor due to the third floor room and hallway having roaches. People living in the hotel which is fine but don't have your babies running in the hallway like it's a playground. Room service will stalk your room for example took a late checkout for 12pm the last stood by my door for 45 minutes and would periodically knock. Ma'am they said 12pm please leave me alone. Long story short will NEVER stay there again. Pictures were also deceiving as well.

Self

2/10

Poor

07 Jan 2026

Pablo

The room smelled bad the tub backed up the lobby smelled like dirty poop mop water

Leisure Friends

10/10

Exceptional

31 Dec 2025

LaDedra

G

Partner

2/10

Poor

05 Dec 2025

Mike

As soon as i opened my room ROACHES swormed out the door. Absolutely disgusting. They switched me to a different room only to have no hot water. Would not give me a refund due to booking thru a third party.

Leisure Partner

10/10

Exceptional

05 Dec 2025

Raymond

Clean and good breakfast friendly staff

4/10

Poor

28 Nov 2025

William A

Needs to be updated - stayed there several times & this time we could tell a difference

Friends_and_family Family

2/10

Poor

28 Nov 2025

Karla

Jet tub does not work and the mini fridge made a loud noise all night. The furniture is pretty worn down. Hot water does not come out hot just a bad overall experience here. Will not revisit this location.

Leisure Family

6/10

Pleasant

16 Nov 2025

Chante

The overall look of the hotel was clean and orderly, but the staff could use a lesson on customer service.

Business_and_leisure Friends

6/10

Pleasant

16 Nov 2025

Chantese

When you walk through the lobby , there is a horrible smell and the elevator were shaky when riding.

Partner

8/10

Excellent

16 Nov 2025

Rebecca

The negatives: The room was very clean, but the hallways and elevators were not. One of the elevators was scary, making bumping noises and swaying. The outside drapes didn't close, so I only had sheers between me and the outside. I ordered room service and my order was wrong. When I called about paying nearly $8 for a 12 oz. cup of tea rather than the half-gallon on the menu; they said they were out of half-gallons and only offered me a gift card that I can only use at another hotel that uses OrderInn. The positives: The staff is very nice, the room was clean, the area is convenient and breakfast was phenominal. I would stay here again for those reasons.

4/10

Poor

14 Nov 2025

Betina

The breakfast area has an awful smell. It was really unpleasant to have breakfast while smelling that odor.
The room has worn furniture but was clean.
The carpet on the hallways to the rooms were dumped with water (it was raining at that time) which created big creases. Looked like the rug wasn’t attached to the floor. I tripped once. Nothing serious but look reallr bad

Business

10/10

Exceptional

07 Nov 2025

jeremy

Kn

8/10

Excellent

03 Nov 2025

Annette

Small parking lot but not a deal breaker as there was a small convention. One of the elevators was down but was fixed few days later. My room had a jet tub which wouldn't plug Rm#527, so was not able to use function. Overall staff was friendly, room was clean and comfortable. I would book again.

Leisure Self

2/10

Poor

01 Nov 2025

Marie

The floors were sticky everything seemed like it needed to be repaired

Leisure Partner

6/10

Pleasant

31 Oct 2025

Larry

Carpet was a little stained. Couch had undercover ripped off and hanging

6/10

Pleasant

31 Oct 2025

Mary Ellen

The positive the room was clean and beds very comfortable. The negative, the lobby was dirty, smelled of someone who has not bathed in a month or throw up. The woman at the desk said it was bing addressed. However on our last day I spoke to a worker who said it is constant. I would not return someone needs to make this smell a priority. My friend had to hold a tea bag to her nose so she didn’t gag each morning as we waited for the high point bus.

Business Friends

2/10

Poor

29 Oct 2025

Andre

I will not return. Stay was unpleasant.

10/10

Exceptional

27 Oct 2025

Elaine

good breakfast. Not to happy I was put into handicap room but overall the room was clean

Business

6/10

Pleasant

27 Oct 2025

Alexandra

The lobby had a strange/unpleasant odor. Only 1 elevator was working. Front desk staff was not always available. Poor insulation from hallway to room door; could hear a lot of sounds/noise. Vending machine only took $1 bills which limited what I could purchase.

Leisure Self

6/10

Pleasant

26 Oct 2025

William

Cold eggs, smell of throw-up all over first floor the whole stay, one elevator (of two) out of order.

Leisure Friends

6/10

Pleasant

25 Oct 2025

Tiffany

Not the greatest. Lobby had bad smell throughout our visit. Maid knocked on our door to clean one hour before checkout even though we had the do not disturb sign out. Rooms need refurbishing.

Leisure Partner

4/10

Poor

25 Oct 2025

Steven

It smelled really bad in the lobby. There was water damage in the hallway of our floor.

Leisure

10/10

Exceptional

20 Oct 2025

Kevin

Breakfast ends at 10am, the breakfast attendant started breaking down and turning off everything at 9:35. She got an attitude when guest asked her for stuff.

Leisure Self

10/10

Exceptional

19 Oct 2025

Jacqueline

Room was spacious and clean. Front desk personnel was friendly. Need more handicapped parking spaces. There are lots of eating restaurants and shopping stores nearby. I have stayed here several times and would recommend this hotel.

Self

4/10

Poor

17 Oct 2025

Christopher

you get what you pay for.

Business_and_leisure Self

4/10

Poor

14 Oct 2025

Elmylyn

We saw a bug crawling on the wall
The room was not comfortable
We instantly checked out after a few minutes of checking in.