Complaints

This profile includes complaints for Best Western International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Best Western International Inc.

  6201 N 24th Pkwy Phoenix, AZ 85016-2023

• 

  Best Western International Inc.

  13659 Beach Blvd Westminster, CA 92683-3203

• 

  Best Western International Inc.

  2309 Iowa St Lawrence, KS 66046-3939

• 

  Best Western International Inc.

  3508 S Rangeline Rd Joplin, MO 64804-4431

• 

  Best Western International Inc.

  2320 S Range Ave Colby, KS 67701-9056

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.

• Initial Complaint

  Date:07/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 7 5 2024 I went to the best western in *************** for a 6 night stay booked 3 weeks ago to find out they sold my room. They found a room that was not cleaned or beds made up. I had no choice but to accept the room

  Business Response

  Date: 07/08/2024

  Dear ********************,

  I hope this message finds you well.  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western *****************  The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.   I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.
  
  Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.
  
  Warm Regards,  *********/ BWH Hotels/ Ticket CR883146
  

   

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am going to give Best Western more time since the hotel apparently didn't report the theft to headquarters. Please leave the Complaint pending for now to give headquarters a chance to look into the theft. Thank you very much! 

  Business Response

  Date: 07/03/2024

  Dear **************,

  I hope this message finds you well.  Thank you for contacting our office regarding your concerns with the Best Western ************* Hotel & Conference Centre.  I am very sorry to learn of this unfortunate situation regarding your vehicle and can only imagine how upsetting this has been for you and your family.

  I did locate an existing ticket regarding this matter; CR855682.   I do not see that the hotel manager responded to our office.   I am going to follow up with the hotel again and request an urgent follow up.  As soon as I receive an update from the manager, I will contact you again as quickly as possible.  Thank you for your continued patience and allowing me the opportunity to assist you.

  Warm Regards, *********/ BWH Hotels/ Ticket CR855682

  Business Response

  Date: 07/08/2024

  Hello **************,

  I hope this message finds you well.  I am following up with you regarding your concerns with the Best Western ************* Hotel & Conference Centre.  Our office received a response from hotel guest services.  The hotel assured our office that the hotels general manager is handling this matter directly with you.  Please let me know if you have received direct contact from the hotel manager.

  I hope that this matter is resolved between you and the hotel.  Thank you again for contacting our office and allowing me the opportunity to assist you.

  Warm Regards, *********/ BWH Hotels/ Ticket CR855682

  Customer Answer

  Date: 07/08/2024

  Yes, I was dealing with someone at the hotel, Manager ***********************, ******************************************** When we were there in person reporting the theft to the hotel and police, it was somebody else.  I repeatedly e-mailed ************** that I wanted the theft claim reported to the hotel's insurance (or processed internally with Best Western's insurance department if the hotel is self insured) so that we can proceed with the process of mediation or arbitration.  If the hotel tries to claim that we left our car unlocked, we know that to be 100 perfect untrue and we will vehemently dispute that. The car locks automatically, and my husband is religious about locking the doors and making sure that I do, too.  I expected the hotel to report the claim to their insurance and to corporate and that we would be hearing from someone about the next step.  We never heard anything, so I therefore filed the Better Business Bureau complaint as a last-ditch effort to resolve this matter before considering actual litigation. 

• Initial Complaint

  Date:06/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello, I booked 1 night at your hotel on a provider's website. I got a confirmation email from both provider and the hotel itself.I drove with my family, 2 hours away, just to arrive and be told they are canceling my reservation because the rate was wrong and demanded I paid the difference to keep my room. We couldn't afford the difference, so we had to drive back home, 2 hours with crying kids because your business couldn't honor your pricing. Not because your sold out, but because you guys made a mistake.You could have canceled or tried to contact me well before my arrival.All the time, gas, effort, and stress that went into this whole ordeal is insane.

  Business Response

  Date: 07/03/2024

  Dear ****************,

  I hope this message finds you well.  Thank you for contacting our office regarding the ***** by Best Western ******** - **************   I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.
  
  Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.
  
  Warm Regards,  *********/ BWH Hotels/ Ticket CR880433
  

   

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They treated me like c*** the housekeepers were all rude and had attitudes they did not dust or clean the rooms right the toilet was dirty there was toothpaste in the sink smelt weed in the rooms and bathroom I would NOT RECOMMEND STAY HERE THEY ARE NOT FRIENDLY AT ALL

  Business Response

  Date: 07/02/2024

  Dear ***********************,

  I hope this message finds you well.  Thank you for contacting our office regarding your concerns with the Best Western ************ ***    I am very sorry to learn of your disappointment and can understand your frustration.

  I did review the ticket notes from when you contacted our Customer **************** on June 23rd.  It does appear that you were provided with ****** bonus points which you accepted and have been posted to your account.  Thank you again for taking the time to share your feedback.  

  Warm Regards, *********/ BWH/ Ticket CR873986

• Initial Complaint

  Date:06/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I talked to corporate multiple times and the charge was removed from my bill. Its really disgusting to treat others in such a manner, especially when we are only trying to pay for a room to be close to the hospital. 
  

  Also, it is ridiculous to ask me to email photos of my credit card and drivers license to a front desk clerk. I would expect a business to have better security policies than sending such items to an unsecured email address. 

  Business Response

  Date: 06/25/2024

  Hello,

  I hope this message finds you well.  I am very sorry for this situation regarding billing.  Our records show that Ms. ****** contacted our customer relations office earlier today.  Her concerns were discussed and we explained the hotels billing policies and procedures.   We sincerely apologized for any inconvenience caused and explained that our office is unable to override hotel billing policy.

  Her concerns were documented under Ticket CR875251.   Please let our office know if there are further questions regarding this matter.

  Sincerely, *********/ BWH Hotels

  Business Response

  Date: 06/26/2024

  Dear ****************,

  I am very sorry that the response you received from the hotel was not the expected outcome/response you *** have been expecting and we thank you for taking the time to share your additional feedback. As an intermediary between the member establishments and the guest, *** Hotels aims to achieve a satisfactory mutual solution. Sometimes this does not occur, as in the case of your complaint.  We support your right to seek other avenues that *** be able to assist you with a more detailed investigation in your pursuit for further satisfaction. 
  
  We will keep your correspondence and comments in our files, and they will be included in our continuing effort to review the standards of the Best Western ************************ have several quality assurance programs in effect that are used frequently when evaluating the overall customer service level of the *** *********************** member establishments. Your observations are a vital part of this process.
  
   If you have any further questions, please let me know.
  
  Warm Regards, *********/ *** Hotels/ Ticket CR875251
  

   

   

   

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  To Whom It May *************************************** style="font-size: 0.875rem;">Thank you so much for your prompt response. I appreciate your efforts and initiative to rectify the situation. My main concern is that I don't recall being told on the phone call at approximately 11:28pm that I needed to call booking.com. I only recall being told that I have to come to the 'hotel' the next morning or call the 'hotel' for my refund. I never heard anything about BOOKING.COM until the following morning when the damage was already done. It's my understanding that calls are monitored or recorded. I would greatly appreciate if the calls can be pulled when I spoke to both the Representative that night and the Hotel manager that following Tuesday morning June, 8th 2024. I also still have a huge concern for why hotel management told me there is no HR complaints process. I have over 5 years of experience in HR management and that just doesn't sound correct to me. Management should know the proper protocol in order to have a complaint filed. If once we review the calls and it's found that I have indeed misunderstood what was said on the call, I will certainly apologize for the misunderstanding. I won't however excuse the harsh treatment and lack of accountability by hotel staff. After having experienced being homeless for over 6 months, I was highly triggered from having to sleep in my car. Thank you so much for understanding. I really don't want to have to take this situation much further. Hope to speak soon. Have a great day! 

   

  Regards, 

  ************************;

  r on duty. I asked if he was the one I spoke to the night before and he said no. He said that new trainee spoke to me the night before named *****.I told him that I tried calling the hotel, but I did not receive an answer, so I showed up in person. He asked for my name and reservation information and told me to call booking.com for a refund. Slightly frustrated, I said OK thank you and left. I then called booking.com and shared my experience with them because I found it very distasteful that I had to sleep in my car because I was told by Best western that I would have to wait until the morning to get a refund. The **************** representative from booking.com apologized immediately and he said I should have been told to call them immediately and they would have accommodated me last night instantly with another room.I said that I had no knowledge to call booking.com because Best Western contacted me first to tell me that they were overbooked. PLEASE SEE ATTACHED DOCUMENT

  Business Response

  Date: 06/25/2024

  Dear ****************,

  I hope this message finds you well.  I would like to extend our appreciation for contacting our office regarding your experience.  The feedback we receive,positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.   I am so sorry to learn of your experience with the Best Western Airport Inn & Suites in **************** and can understand your frustration.
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will be working locally with our property to improve quality and services. We will make sure that the hotel will not face this type of issue anymore.  Our office did receive a response from the hotel manager regarding this situation.  According to the hotel, on June 15th at 11:18, you made a reservation for their hotel.  At approximately 11:27 you were contacted and informed that you needed to contact booking.com due to the hotel being sold out.
  To make up for the negative experience, I would like to send you a gift card for $50.00.  You may use the gift card at any BWH Hotels property, and the card will never expire or depreciate in value.   I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with BWH Hotels Brand again.  You will receive the card by email in 7-10 business days.  Please let me know if you would like the card sent to the following email address:  *****************
  Thank you for your loyalty and patronage to BWH Hotels. We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed. 
  Please let me know if you have any further questions or concerns.  Sincere Regards, *********/ BWH Hotels/ Ticket CR871878
  

   

  Business Response

  Date: 06/26/2024

  Dear ****************,

  Thank you for your reply and additional feedback.  I truly am very sorry for this situation.  

  Each Best Western property is privately owned and managed therefore they do not have an HR office.  In our office ****************** Reservations, Rewards), we do record all of our calls, however the calls between yourself and the hotel directly are not calls that we can access.  There is no way for us to listen to direct calls between you and the hotel.

  I truly am very sorry that the hotels response was not the answers you were expecting.  As an intermediary between the member establishments and the guest, *** Hotels aims to achieve a satisfactory mutual solution. Sometimes this does not occur,as in the case of your complaint.  We support your right to seek other avenues that *** be able to assist you with a more detailed investigation in your pursuit for further satisfaction.  

  We will keep your correspondence and comments in our files, and they will be included in our continuing effort to review the standards of the Best Western  Airport Inn & Suites.  We have several quality assurance programs in effect that are used frequently when evaluating the overall customer service level of the *** *********************** member establishments. Your observations are a vital part of this process.   Please let me know if you would like me to send you the $50 gift card to the following email address:   *****************

  I look forward to your reply.

  Sincerely, *********/ *** Hotels/ Ticket CR871878

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  imade.

  Business Response

  Date: 06/25/2024

  Dear Mr. ***** *********************,

  I hope this message finds you well.  Thank you for contacting our office regarding your billing concerns with the Best Western Plus Corning Inn.  I am very sorry to learn of your concerns and understand your frustration.

  I reviewed the Ticket notes (CR869957) and our office did receive the following response from the hotel manager on June 16th:   "Looking upon **************** receipt, I see the $134.63 was a hold on the card for incidentals. I has been removed as of 11am this morning. Yolanda Property Manager ************"

  Please let me know if you have any further questions regarding this matter.

  Warm Regards, *********/ BWH Hotels/ Ticket CR869957

  Business Response

  Date: 06/25/2024

  Hello,

  The "message from consumer" is blank.   Please provide additional details to better assist.

  Warm Regards,  *********/ BWH Hotels/ CR869957

  Customer Answer

  Date: 06/27/2024

  I have the hotel receipt with my room charge at $122.39 with a city sales tax of$12.24 for a total of $134.63. That is what I was told when I checked in. At this point of the stressful experience, I would like the additional $210 credit back to my credit card as well. Due to the fact that my disabled husband was in the middle of a dog fight in the lobby, the fact that according to the housekeeping staff, no one showed up for work and there was not a single person in the motel to take care of the issues. No manager, no desk staff, no security. I believe our stay was so upsetting that we should not have to pay anything. The room charge of $134.63 was credited back to me but I would like to have the $210 credited back to us as well.

  Thank you, *************************

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On June 3, 2024, at Sure Stay by Best Western *************************************************, there was a security issue upon entering my room so I told the front desk clerk I was uncomfortable staying there and would like to cancel. She agreed to cancel but refused to give a receipt. I called Best Western Corporate from the parking lot (twice) and got a run around, they did not know what to do, or who I should be talking to. They tried calling the motel but they would not answer. It was getting late so I told corporate I would call again after my trip was finished as i would have to find another place to stay for the night of June 3. I ended up staying at a Super 8. When I got home on June 5, I called BW corporate and after talking with 4 different people I was told that the motel never actually cancelled the reservation (front desk clerk lied), so Best Western ticket CR863522 was created. I was told to call back in 5 days. On June 10 I called corporate and was told that since the motel did not respond to them, they had "charged the motel a fee". This is a fee that BW gets to keep, I got nothing. I was told to wait another 5 days. Today June 17, I was told that BW corporate was not going to do anything to resolve it, that I had to contact the motel myself, and to "go ahead and file a BBB complaint". BW corporate knows that the motel NEVER answers their phone as in each call I had with them they themselves tried to call the motel. I have also tried to call the motel, they never answer their phone. I have also submitted a BBB complaint about this specific motel, however I expect they will not respond as the the motel has an F rating on BBB (I will upload a link to that complaint when I get a case #). I am asking for my ****** rewards points to be refunded, or alternatively they can reimburse me for the cost of my stay at the Super 8 on June 3.

  Business Response

  Date: 06/25/2024

  Dear ********************,

  I hope this message finds you well.  Thank you for contacting our office regarding your reservation with the SureStay by Best Western ********.   I did review the ticket notes regarding your concerns (CR863522).  I am very sorry for the lack of response from the hotel manager.   As a one time courtesy from our office, I have returned the ****** points to your Rewards account.  You will see the points posted in the next 24 hours.

  Thank you again for allowing our office the opportunity to assist you.    If you have any further questions, please let me know.

  Sincerely, *********/ BWH Hotels/ Ticket CR863522

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have been living at the best western ************** in ******************* since 7/27/23. Recently in October the hotel has been bought by new owners and ever since they bought it they have been illegally stealing money out of my account even though I never owed them even $1.00. I called the police to the location to complain about the 4 different bank accounts of mine that these new owners have been stealing hundreds of dollars from. After I filed the report I started paying in cash because of the locked accounts they stole from, after 6 months of myself paying in cash the hotel owners have lied and filed a court eviction for me saying I refuse to pay. They are lying and they are doing this to every long term guest that has lived here when the bought the business.

  Business Response

  Date: 06/24/2024

  Dear ************,

  Thank you for contacting our office regarding your concerns with the Best Western ***************  I am very sorry to learn of this situation and can understand your frustration.

  I will be following up with the hotel manager regarding this matter and get back with you as soon as possible.   If you have any additional questions for me in the meantime, please let me know.

  Sincerely, *********/ BWH Hotels/ Ticket CR875061

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  they said they would review and get back to me yet I havent gotten a response.  I am very upset that this is taking so long to refund my $250. They took from my account without my knowledge. No phone call or e mail telling me why until I called. And their reason was untrue. No where does it say I could not lite an incense in the room. I would like my $250. Put back in my account.  Or I will have to take further actions on this matter. Thank you.one to complain but when money is taken out of my account without my for false reasons you bet Im going to complain. I will take further action if I do not get results. I am also contacting consumers protection about this hotel. I just traveled from ******* to ********** and stay at several of your hotels. I am very upset how do they get to take money out without talking about it to me. This is BS and this should not be allowed to happen. I had a budget to travel and them talking money out of my account put me in a bad position. I am not happy. Thank you for your time and please get back to me.

  Business Response

  Date: 06/10/2024

  Dear **************,

  I hope this message finds you well.  Thank you for your email sent to our corporate office regarding your experience with the Best Western *****************     I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 
  
  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western ***************** The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.
  
    I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.
  
  Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.
  
  Warm Regards,  *********/ BWH Hotels/ Ticket CR866592
  

   

   

   

  Business Response

  Date: 06/24/2024

  Hello,

  Regarding ****************** concerns; the hotel manager of the Best Western **************** advised our office that a refund was issued.  ************** was contacted by our office on 6/20 and a message was left on her voicemail.

  Thank you again for contacting our office.  If you have any further questions, please let us know.

  Sincerely, *********/ BWH Hotels/ CR866592