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Business Profile

Hotels

Best Western Plus Waterloo

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:13/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    - There are 2 different dates of transactions with 2 different dollar amounts: April 4, 2022 $851.34 and April 6, 2022 $526.94. For a total of $1378.28.
    - ******** **** ** *** ****** **** ********* ******* **** ************ *** *** **** ** *** ******* ******* ** *** *****.
    - The services to be provided was to rent a hotel room for multiple days and was also promised to be accommodated to have my service dog present with me due to my disability.
    - The business didn't provide me the proper/promised accommodations for my disability.
    - I got severely sick after staying at this hotel.
    - I was promised a refund of the total amount of both transactions of $1378.28 which wasn't provided.
    - The whole stay was supposed to be 10 days, but I only ended up staying 3 days because the promised services weren't provided and I got severely sick.
    - Was charged unauthorized amounts on the credit card with no explanation from management. No extra services were asked for, nor was there any damage to the hotel property.
    - Remedy sought is the refund of the total amount of $1378.28 which was promised by the business as resolution to this matter.

  • Initial Complaint

    Date:28/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ** ***** ** ** ***** ** **** ******* ** *** **** ********* *** *** **** ********** ** * **** ******** *** Date: Oct. 7th, 8th and 9th. Issues started Oct. 6th
    **7 Reserved and paid in full rooms were not provided. On Oct. 6th (day before arrival) 5 of 7 booked rooms were cancelled. No compensation provided for inconvenience or aggravation.
    **Oct. 7th - 1 of 2 remaining rooms were not available upon arrival. Took over 1 hour to find a room for 4 ppl. Room was not what we paid $700 for. Again, no apology or compensation offered.
    **Paid $50 cab to another hotel in another town to meet teammates )who's rooms were cancelled) for night out. $50 cab ride back to our Hotel.
    **Left next morn. to play ball, upon return to hotel later in day on October 8th - Elevator was broken, climbed 6 flights to our room to find our keys did not work. Went to front desk who reactivated our keys. Went back up 6 flights of stairs to our room.
    **Entered room, found all our belongings packed (not by us) and/or placed in black garbage bags, untouched PotLuck food from fridge in garbage, beds stripped, lines left in piles on floor, towels in piles on floor, fridge door left open, all garbage remaining in room. (Violation of Privacy)
    **Went to front desk to advise, was told this is common practice when guests were to check out. We were not to check out until Sunday Oct. 9th. Front desk clerk was fully aware of (same clerk who checked us in night before) Again no apology, just excuses.
    **New Linens brought to room for us to make bed, they were too small. Called him back up with different linens that were again too small - we gave up.
    **Left 1 hr later to meet teammates, another $100 in cabs there and back
    **Checked out Sun. as planned. Left room in acceptable condition. Called Customer Service on way home
    **Been calling weekly since. Monday of this week we were advised no refund, customer service stands by hotel. ****** **** **** ********* ********* *********** ******** *** ********

    Business Response

    Date: 04/01/2023

    I am contacting you in regards to ********* ********’s complaint made on November 25.

     

    We have dealt with this complaint internally and compensated as necessary.

     

    Thank you,

    Alexandra

    Guest Services Supervisor

    Customer Answer

    Date: 24/01/2023

    What the hotel has stated in that email is in no way accurate.  They have not reached out us, contacted us in anyway or offered any compensation whatsoever.

    They told their own customer service dept back at the beginning of this situation the same thing.  

Best Western Plus Waterloo is NOT a BBB Accredited Business.

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