Name: SureStay by Best Western Massena
Address: 15054 State Highway 37, Massena, New York, United States of America, Massena, New York, US
Price range: $101–$257 per night
Rating: 7.43

What guests think

Across reviews of SureStay by Best Western Massena, travelers frequently note clean rooms, quiet stays, friendly and accommodating staff, and smooth check-in at reasonable rates, while also observing that the older property shows its age and could use some TLC.

Several reviews report breakfast being advertised but unavailable, with occasional complaints about poor in-room coffee or a closed breakfast room. Room feedback varies: many find them spacious and comfortable, yet others note thin walls, lingering odors, hard beds, and occasional maintenance issues like faulty remotes. Best for travelers seeking a simple, no-frills, car-convenient base.

Facilities

Cleanliness

Rooms

Service

Location

Dining

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AI-generated summary based on recent guest reviews

Facilities

Older property that could use some TLC. Guests appreciate plentiful parking and in-room appliances like larger fridges and microwaves, but a few note maintenance hiccups such as a late-night fire alarm or tricky exterior door access.

Related guest reviews

6

Kristen

May 22, 2023

·

Stayed 2 nights

on a busy country highway. perhaps they were undergoing some remodeling for an older establishment, but definitely not worth the price we paid. the other guests seemed a bit 'sketchy" as well where we did not feel safe as far as our car being broken into.

6

Vicci

Oct 5, 2024

·

Stayed 1 night

Property was clean and good for it age, proprty is dated

8

Robin

Jun 25, 2023

·

Good value. Staff was great, beds and pillows were comfortable, AC was not noisy, bathroom was clean, water was hot with good pressure. The decor was the only thing that was below my standards.

8

Normand

Nov 27, 2023

·

Stayed 1 night

Because it was an older property, we were glad we didn't smell musty smoke from the days of smoking in rooms. When checking out it took a bit for someone to come to the counter. Could have been eating their breakfast.

8

Sharn

Nov 24, 2023

·

Stayed 1 night

Love the bigger bar fridge and microwave

10

Bradley

Aug 27, 2025

·

Stayed 1 night

Always stay here when I’m in the north country for business. Staff is accommodating and they recent made some improvements Always very clean and nice and quiet

4

Shawna

May 5, 2024

·

Stayed 2 nights

Room was clean and kept. Beds are very hard. Fire alarm went off at 4 am. Had to clean the coffee maker in the room before I could use it. No one works front desk.

6

Kathi

Sep 25, 2024

·

Stayed 1 night

Very happy the room was clean. Property needs TLC badly. Website shows this great breakfast available to us which is one of the reasons I chose this place and NOTHING was available to us. The Breakfast room is closed and the inroom coffee was terrible. A partial refund would be nice as the add is not what was delivered to us.

10

Yann

Jul 28, 2024

·

Stayed 2 nights

While this hotel might appear from the road as rundown place, it deserves a second look! Excellent amenities, clean, easy check-in and very safe. Plenty of parking space and conveniently located. I was pleasantly surprised with the room! Much larger and cleaner than some nice hotels I've stayed at. Will definitely return on my next trip.

2

Dan

Oct 10, 2022

·

Stayed 1 night

The stay started with the desk agent charging me for my stay. The issue was i had already paid on hotels.com. she then told me she didnt know how to process a refund and would have to call the owner. She also told me i paid way more than the going rate online. After getting this resolved i attempted to go to my room but the keys didn't work on the exterior door. The desk agent who was smoking a cigarette andnsaw this let us in the door and walked us to our room through disgustingly dirty hallways to ensure our keys worked, which they did. Apon entering the room we found mold in the shower and aroun the bathroom sink. Stains which appeared to be semen on the chair, red stains and pubic hairs on the bed and an overly rundown room. When the desk agent came back to the room to provide a copy of the refund slip of the double charge i informed her of this and showed her the filth. She informed me they would not refund the room and had no other rooms available but did kindly provide me a single sheet to cover the semen stains on the chair. After trying unsuccessful to find another place to stay and not wanting to force a 6 year old to sleep in a small car, i stripped the bed and covered it it my jackets and seemingly clean towels and went to bed.

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AI-generated summary based on recent guest reviews

Cleanliness

Many reviews praise very clean rooms, but several cite serious lapses including odors, stained or unclean bedding and furniture, mold, and dirty hallways.

Related guest reviews

2

Tina

May 22, 2022

·

Stayed 1 night

First they hyped their room fee to $205 a night due to a college graduation. Secondly when we got to our room it smelled awful. When we went into the bathroom we found that the toilet had been used and was never flushed! Complained to the front desk and wasn’t offered any portion of a refund. Then the breaker kept tripping in the bathroom so the lights wouldn’t turn on. I will never stay at another Econo Lodge again.

10

Melissia

Oct 6, 2024

·

Stayed 2 nights

The hotel was very clean. The staff were very accommodating. Quiet and a nice place to stay.

4

Tracy

May 22, 2022

·

Stayed 1 night

The beds look liked they hadn’t been cleaned. Had to have them change bedding because there was body hair on the sheets

10

Mark

Apr 5, 2025

·

Stayed 1 night

Check in was as advertised and easy. Room is very clean. Mattress’s look brand new. 5 min drive from Walmart, McDonalds, Pizza Hut and more. 15 minutes from the. Canadian boarder

4

Kirk

Aug 29, 2023

·

Stayed 3 nights

Breakfast advertised.....no breakfast.....remote didn't work even after desk clerk tried to fix it.....not the cleanest.....

8

Naza

Oct 7, 2024

·

Stayed 2 nights

The rooms were very clean, and the staff was friendly. Checking in and checking out was easy. It was hard to fall asleep when we could hear people snoring and talking behind walls. Someone was watching TV at 6 a.m., which woke us up. It was as if the walls didn't exist. The same goes for the smell. Without ventilation, smells traveled from room to room. Every time we entered the room, it smelled horrible despite its cleanliness.

10

Bradley

Aug 27, 2025

·

Stayed 1 night

Always stay here when I’m in the north country for business. Staff is accommodating and they recent made some improvements Always very clean and nice and quiet

10

Filfred

Mar 29, 2023

·

Stayed 3 nights

The staff has always been very polite and professional with me during my stays here. The property is also kept very clean. Whenever I come into Massena area, this my first and only choice to stay at with my family… *****

2

Dan

Oct 10, 2022

·

Stayed 1 night

The stay started with the desk agent charging me for my stay. The issue was i had already paid on hotels.com. she then told me she didnt know how to process a refund and would have to call the owner. She also told me i paid way more than the going rate online. After getting this resolved i attempted to go to my room but the keys didn't work on the exterior door. The desk agent who was smoking a cigarette andnsaw this let us in the door and walked us to our room through disgustingly dirty hallways to ensure our keys worked, which they did. Apon entering the room we found mold in the shower and aroun the bathroom sink. Stains which appeared to be semen on the chair, red stains and pubic hairs on the bed and an overly rundown room. When the desk agent came back to the room to provide a copy of the refund slip of the double charge i informed her of this and showed her the filth. She informed me they would not refund the room and had no other rooms available but did kindly provide me a single sheet to cover the semen stains on the chair. After trying unsuccessful to find another place to stay and not wanting to force a 6 year old to sleep in a small car, i stripped the bed and covered it it my jackets and seemingly clean towels and went to bed.

10

Timothy

Dec 2, 2022

·

Stayed 19,323 nights

The property was very clean and the room was also very clean. I didn’t come across any bed bugs like other reviews suggested there was

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AI-generated summary based on recent guest reviews

Rooms

Rooms are often spacious, comfortable, and quiet, with some newer mattresses and quiet AC; however, several guests report thin walls, hard beds, dated decor, and occasional issues like faulty remotes.

Related guest reviews

10

Karen

Jul 28, 2024

·

Stayed 1 night

Beautiful room very helpful with any questions I would come back enjoy my visit

8

Elizabeth

Apr 10, 2024

·

Stayed 1 night

The staff were great. Very accommodating, helpful and nice. Definitely a good place to stay if you’re just looking for some place to sleep. Not walkable to anything.

10

Mark

Apr 5, 2025

·

Stayed 1 night

Check in was as advertised and easy. Room is very clean. Mattress’s look brand new. 5 min drive from Walmart, McDonalds, Pizza Hut and more. 15 minutes from the. Canadian boarder

4

Kirk

Aug 29, 2023

·

Stayed 3 nights

Breakfast advertised.....no breakfast.....remote didn't work even after desk clerk tried to fix it.....not the cleanest.....

8

James

Jul 31, 2023

·

Stayed 3 nights

At first i was skeptical about going because they messed up my reservation which was for 2 beds as there were 2 of us in town for a tournament. Instead of what i booked they called and said they only had a 1 bed room available. They said they could get me a cot and because they called me the night before i was leaving i had no choice but to take iin order to make sure we had a place to stay. I was very surprised to see the room was very spacious and comfortable. We are already planning on staying here next year for the event.

8

Robin

Jun 25, 2023

·

Good value. Staff was great, beds and pillows were comfortable, AC was not noisy, bathroom was clean, water was hot with good pressure. The decor was the only thing that was below my standards.

8

Naza

Oct 7, 2024

·

Stayed 2 nights

The rooms were very clean, and the staff was friendly. Checking in and checking out was easy. It was hard to fall asleep when we could hear people snoring and talking behind walls. Someone was watching TV at 6 a.m., which woke us up. It was as if the walls didn't exist. The same goes for the smell. Without ventilation, smells traveled from room to room. Every time we entered the room, it smelled horrible despite its cleanliness.

4

Shawna

May 5, 2024

·

Stayed 2 nights

Room was clean and kept. Beds are very hard. Fire alarm went off at 4 am. Had to clean the coffee maker in the room before I could use it. No one works front desk.

8

Michael

Feb 18, 2025

·

Stayed 1 night

It’s Quiet and the price is reasonable for the rooms

10

Yann

Jul 28, 2024

·

Stayed 2 nights

While this hotel might appear from the road as rundown place, it deserves a second look! Excellent amenities, clean, easy check-in and very safe. Plenty of parking space and conveniently located. I was pleasantly surprised with the room! Much larger and cleaner than some nice hotels I've stayed at. Will definitely return on my next trip.

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AI-generated summary based on recent guest reviews

Service

Many find the staff friendly, accommodating, and check-in smooth, yet there are recurring complaints about rude interactions, billing errors, and slow or absent front-desk help.

Related guest reviews

10

Melissia

Oct 6, 2024

·

Stayed 2 nights

The hotel was very clean. The staff were very accommodating. Quiet and a nice place to stay.

2

Alison

Nov 13, 2022

·

Stayed 1 night

Rude staff and unresponsive manager. Zero customer service. Unsympathetic. Unhelpful. Unwilling to listen.

2

fnu

Aug 31, 2024

·

Stayed 1 night

staff is very rude

8

Alan

Aug 13, 2024

·

Stayed 3 nights

Friendly bunch of folks. Stay at this place for value, safety and comfort.

8

Elizabeth

Apr 10, 2024

·

Stayed 1 night

The staff were great. Very accommodating, helpful and nice. Definitely a good place to stay if you’re just looking for some place to sleep. Not walkable to anything.

10

Tammy

Jul 23, 2024

·

Stayed 1 night

The women who checked us in was outstanding. We managed to arrive a day early, and she was very helpful in setting us up with a second night. Down side was the hotel was a little far out from local eateries. But definitely a clean comfortable place.

10

Randy

Oct 14, 2024

·

Stayed 2 nights

Staff pleasant

10

Mark

Apr 5, 2025

·

Stayed 1 night

Check in was as advertised and easy. Room is very clean. Mattress’s look brand new. 5 min drive from Walmart, McDonalds, Pizza Hut and more. 15 minutes from the. Canadian boarder

10

Bradley

Aug 27, 2025

·

Stayed 1 night

Always stay here when I’m in the north country for business. Staff is accommodating and they recent made some improvements Always very clean and nice and quiet

2

Dan

Oct 10, 2022

·

Stayed 1 night

The stay started with the desk agent charging me for my stay. The issue was i had already paid on hotels.com. she then told me she didnt know how to process a refund and would have to call the owner. She also told me i paid way more than the going rate online. After getting this resolved i attempted to go to my room but the keys didn't work on the exterior door. The desk agent who was smoking a cigarette andnsaw this let us in the door and walked us to our room through disgustingly dirty hallways to ensure our keys worked, which they did. Apon entering the room we found mold in the shower and aroun the bathroom sink. Stains which appeared to be semen on the chair, red stains and pubic hairs on the bed and an overly rundown room. When the desk agent came back to the room to provide a copy of the refund slip of the double charge i informed her of this and showed her the filth. She informed me they would not refund the room and had no other rooms available but did kindly provide me a single sheet to cover the semen stains on the chair. After trying unsuccessful to find another place to stay and not wanting to force a 6 year old to sleep in a small car, i stripped the bed and covered it it my jackets and seemingly clean towels and went to bed.

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AI-generated summary based on recent guest reviews

Location

Edge-of-town, car-convenient setting: a short drive to shops and the Canadian border, but not walkable to eateries and on a busy country highway for some.

Related guest reviews

6

Kristen

May 22, 2023

·

Stayed 2 nights

on a busy country highway. perhaps they were undergoing some remodeling for an older establishment, but definitely not worth the price we paid. the other guests seemed a bit 'sketchy" as well where we did not feel safe as far as our car being broken into.

10

Ronald

Jul 25, 2022

·

Stayed 1 night

The hotel located on the edge of Massena, 5 min to town. The hotel gave me just what I was looking for, I was in town for 2 days, and the accommodations were what I needed, the front desk gentleman gave me lots of information and directions. I’ll be staying there again.

10

Christopher

Jul 6, 2024

·

Stayed 3 nights

Staff was friendly, accommodations were beyond convenient. Plus the area was rural so it was nice, peaceful, and quiet

8

Elizabeth

Apr 10, 2024

·

Stayed 1 night

The staff were great. Very accommodating, helpful and nice. Definitely a good place to stay if you’re just looking for some place to sleep. Not walkable to anything.

10

Tammy

Jul 23, 2024

·

Stayed 1 night

The women who checked us in was outstanding. We managed to arrive a day early, and she was very helpful in setting us up with a second night. Down side was the hotel was a little far out from local eateries. But definitely a clean comfortable place.

8

Susie

Aug 1, 2023

·

Stayed 2 nights

Should update the website. There is no breakfast included for your stay. Found some great restaurants in the area.

10

Mark

Apr 5, 2025

·

Stayed 1 night

Check in was as advertised and easy. Room is very clean. Mattress’s look brand new. 5 min drive from Walmart, McDonalds, Pizza Hut and more. 15 minutes from the. Canadian boarder

8

Michael

Feb 18, 2025

·

Stayed 1 night

It’s Quiet and the price is reasonable for the rooms

10

Yann

Jul 28, 2024

·

Stayed 2 nights

While this hotel might appear from the road as rundown place, it deserves a second look! Excellent amenities, clean, easy check-in and very safe. Plenty of parking space and conveniently located. I was pleasantly surprised with the room! Much larger and cleaner than some nice hotels I've stayed at. Will definitely return on my next trip.

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AI-generated summary based on recent guest reviews

Dining

Multiple reviews report breakfast was advertised but unavailable; some also mention poor or unclean in-room coffee.

Related guest reviews

8

Susie

Aug 1, 2023

·

Stayed 2 nights

Should update the website. There is no breakfast included for your stay. Found some great restaurants in the area.

4

Kirk

Aug 29, 2023

·

Stayed 3 nights

Breakfast advertised.....no breakfast.....remote didn't work even after desk clerk tried to fix it.....not the cleanest.....

4

Shawna

May 5, 2024

·

Stayed 2 nights

Room was clean and kept. Beds are very hard. Fire alarm went off at 4 am. Had to clean the coffee maker in the room before I could use it. No one works front desk.

6

Kathi

Sep 25, 2024

·

Stayed 1 night

Very happy the room was clean. Property needs TLC badly. Website shows this great breakfast available to us which is one of the reasons I chose this place and NOTHING was available to us. The Breakfast room is closed and the inroom coffee was terrible. A partial refund would be nice as the add is not what was delivered to us.

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AI-generated summary based on recent guest reviews

Month	Average price
January	$101
February	$100
March	$101
April	$105
May	$112
June	$97
July	$112
August	$109
September	$107
October	$106
November	$108
December	$104

Su	Mo	Tu	We	Th	Fr	Sa
		1	2	3	4	5
6	7	8	9	10	11	12
13	14	15	16	17 $101	18 $145	19 $156
20 $107	21 $103	22 $103	23 $104	24 $106	25 $181	26 $159
27 $103	28 $104	29 $103	30 $106

Su	Mo	Tu	We	Th	Fr	Sa
				1 $145	2 $257	3 $192
4 $106	5 $106	6 $106	7 $106	8 $106	9 $144	10 $144
11 $115	12 $115	13 $106	14 $106	15 $108	16 $113	17 $110
18 $108	19 $108	20 $107	21 $108	22 $106	23 $206	24 $201
25 $106	26 $106	27 $108	28 $106	29 $108	30 $149	31 $149

Select dates to see prices and availability

Monthly average prices

About this property

Location

Room options

Standard Room, 2 Queen Beds (Larger Room;With Sofabed)

Standard Room, 1 King Bed

Standard Room, 2 Queen Beds

Standard Room, 1 Queen Bed, Accessible, Bathtub

Standard Room, 1 Queen Bed

Standard Room, 1 King Bed (Larger Room;With Sofabed)

Guest reviews

Good

Who stays here?

What guests think

Property Policies

Check-in instructions

Good to know

Optional extras

FAQs about SureStay by Best Western Massena

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Prices for upcoming dates