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Business Profile

Hotels

Best Western Downtown Sudbury Centreville

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/01/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Checked in end of November. German cockroach found changed rooms. Dirty sheets. Said werent dirty left. Charged lots. Felt unsafe at location. Rude manager tried to contact ** head office and hotel directly. Manager of hotel hung up and said complain to BBB.

    Business Response

    Date: 03/01/2025

    Thank you for reaching out with your concerns. I want to acknowledge that during your stay, we promptly addressed your complaint by changing your room and providing monetary compensation as a gesture of goodwill.


    We regret that despite these efforts, your experience did not meet your expectations. While we strive to provide the best possible service, we believe we have done what we can to resolve the matter at this time.


    We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.


    Thank you for your understanding

    Kind Regards 

    **** ******

  • Initial Complaint

    Date:09/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Upon checking into our reserved suite, my family encountered a deeply troubling situation when my son discovered a bag of cocaine in one of the desk drawers. Alarmed for our safety, we promptly vacated the room and notified the front desk of this distressing discovery, requesting a refund for our reservation. To our dismay, the initial response from the staff member on duty was dismissive and even accusatory, insinuating that we fabricated the situation. This unprofessional conduct exacerbated our distress during an already upsetting incident. Only after my intervention did the situation begin to receive appropriate attention. We were assured a refund of $274.14 due to the circumstances and informed that the incident would be internally escalated, with the promise of further communication from your team. However, as of today we have received no further communication from Best Western. To compound matters, instead of receiving the promised refund, we were charged an additional $201.89 for another room at Best Western, bringing our financial loss to a total of $476.03. Furthermore, we were billed a $15.99 booking fee, resulting in a total amount owed of $492.02. Despite contacting Best Western ***************** we have only been informed that our case has been escalated to Internal Investigation. The lack of communication and failure to resolve these financial matters promptly are deeply concerning and do not align with the standards of customer care we expect. After escalating this matter, I was dismayed to receive communication from the owner stating that they will only refund the $201.89, absolving themselves of responsibility for the remainder of the issue. This response is unacceptable given the gravity of the initial incident and its subsequent mishandling. I kindly request immediate resolution of the following: Confirmation and completion of the refund process for $274.14. Reimbursement for the additional charges totaling $201.89 and the $15.99 booking fee.

    Business Response

    Date: 13/08/2024

    Good Afternoon BBB

     

     

    In regards to complaint ********. Firstly, I would like to apologize that I have  not received any previous letters sent by you.

    This is the first time I am seeing  your letter.

     

    Guest stayed in our Presidental Suite.  Room was inspected prior to guest checking in to ensure cleanliness etc.  They had  brought some substance themselves as they did not like the area of downtown due to lots of homeless people wondering around.  Also guests friends were staying in some other hotel and they wanted to check out and get refund.  We have a 24 hours cancellation policy.

     

    Since we were not able to cancel their reservation they became hostile towards my front desk agent and threatened to post review on social media. 

    Please call me on my cell so we can discuss further.

    Thank you for understanding.

    **** ******

    General Manager

    ************ cell

     

     

    Best Western Downtown Sudbury Centreville

    **********************;| Sudbury, ON P3E 1C3

    P: ************** | F: **************

     

    Reservations: 1 (866) SUDBURY

     

    Best Western Hotels & Resorts | ****************************

     

    Customer Answer

    Date: 14/08/2024

     
    Complaint: 21963133

    I am rejecting this response because:
    It is a blatant lie. We did not bring any substances we did not threaten to post on social media and we did not threaten anybody. It was a family vacation, we were not  going to another hotel to visit friends. We had to scramble to find another hotel so we would have lodgings that night. The fact that the management would blatantly blame us for bringing a substance into a hotel room while we were with our nine-year-old son is simply disgusting. The police have been called. This will get escalated.
    Sincerely,

    ***** *********

    Business Response

    Date: 09/09/2024

    Thank you for reaching out again.  We understand that you are frustrated, and your concerns are important to us.  At this time, our corporate office is handling the matter to ensure the best resolution for you.   Thank you

     

  • Initial Complaint

    Date:07/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dec 12, 2023 Entrapment for parking violation While visiting Sudbury, ON: During a snow storm we saw sign for premises parking. We only saw "Hotel Parking" visible on the sign. The parking sign stating terms (fees) for parking was not fully visible due to a large CN Rail work truck. Only "Hotel Parking" was able to be seen. Sudbury Parking Solutions is hired by the Best Western to monitor the parking lot and sat watching us run, in the blowing snow, toward the hotel. There was no additional signage inside the building regarding parking regulations. We had dinner at the restaurant within the Best Western and returned to our vehicle within the hour to find a parking boot on the tire. We had no choice but to pay to have the parking boot removed.

    Business Response

    Date: 22/03/2024

    Dear *******************************,
    With reference to the complaint ID ********, we received the letter today and not anytime before regarding this.
    Although the sign was not visible due to the ** Rail work truck, the sign stating terms (fees) for parking is fully visible from all other sides. We communicated with Sudbury Parking Solutions hired by Best Western to monitor the parking lot regarding this compliant and as a gesture of goodwill, Sudbury Parking Solutions will refund the amount of $ ****** to Customer ***************************.
    Please let us know if we could assist with anything further regarding this complaint.
    Sincerely,
    ***********************,
    Operations Manager,
    Best Western Sudbury Centreville.

    Customer Answer

    Date: 25/03/2024

    Thank you so much to BBB for your assistance in this matter. ********************************** and spouse ***************************, are very satisfied with the resolution presented to us.

     

    Our final question regarding this matter is how to obtain reimbursement.

     

    We look forward to your reply, and thank you again.  

     

     

    ***************************

    *************************** (cell # ************)

Best Western Downtown Sudbury Centreville is NOT a BBB Accredited Business.

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