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Business Profile

Hotels

Best Western International Inc.

This business is NOT BBB Accredited.

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Complaints

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

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Best Western International Inc. has 54 locations, listed below.

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    Customer Complaints Summary

    • 210 total complaints in the last 3 years.
    • 95 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 type

    • Initial Complaint

      Date:01/24/2024

      Type:Sales and Advertising 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.
      So they didn't train me at all and put me on over night as an auditer, *********** ******** had just gotten most of *********** homeless and they were sneaking into hotel rooms at the best western our boss ***** who use to work as a security guard for the centerview prison was running it. Keep in mind I weigh 115 small petite female over night shifts ALONE and they had me go to each room by myself to make sure it was vacant I would have to put broom sticks or whatever I could find to keep the windows shut on the ground level and if I had came across anyone on drugs or had to try and tell someone on drugs to leave the room that put me in a dangerous situation I have 2 babies at home single mom their dad just went to prison for assault and kidnapping he abused us for years so when I was asked to put myself in a dangerous situation like that with no other employee ******** OH AND TO TOP IT OFF THE ONLY WORKING CAMERA WAS JUST POINTED TOWARDS THE SERVICE DESK AT THE COMPUTER so their were none in the hall way none in any areas that logically needed them to be. They sent my w2 to my ex address and now they are temporarily closed I loved my job I NEEDED MY JOB I was good at it so it was unsafe unfair and traumatizing and I also need help with getting my w2 since they were privately owned and now shut down please still look into this something was not and is not right even employees were living their and when I needed help with customers NOBODY answered

      Business Response

      Date: 02/14/2024

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

      Thank you for providing your feedback to our office regarding the ***************.  I truly am sorry that you are dealing with this situation.

      As each Best Western property is privately owned and managed, our office is unable to be involved with this type of complaint.  You will need to seek other avenues through available resources for the ************************.

      I wish you well ***************

      Regards, *********/ BWH Hotels

    • Initial Complaint

      Date:01/19/2024

      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.
      Reserved a room (3 rooms, 2 suites) at this hotel Based on the room description and photos that state 2 room suites come with a sofa bed. They in fact do not. They do not have roll away beds either. We have 5 people in a room that sleeps 4. Front desk said this hotel has never had sofa beds but corporate wont change it on hotel web page.Called corporate to inquire basically told to bad, nothing they can do. Asked about the website and was told its the hotel responsibly to update.Hotel description states ************** have airport transportation, they do but it only holds 10 people and comes 1 time per hour first come first serve basis BUT you have to sign up to use the shuttle. Page description says there is a mall 1 mile. Its almost 3. Says airport is 1.5 miles its over 3. Took almost 30 minutes to check in 3 rooms. Slowest check in ever. Had to get another room for the night so two people would have beds. We have stayed at best western for years and this is the worst experience.

      Business Response

      Date: 01/26/2024

      Hello ****************,
      Thank you for contacting the Better Business Bureau regarding your recent experience with the Best Western Airport Inn Suites located in *******, **.  I am very sorry to learn of your concerns and can understand your disappointment.
      I reviewed the Ticket details (CR793509).  Your concerns were documented and shared with the hotel manager for review.  The hotel manager **** provided our office with a response based on your feedback.  According to the hotel manager, you were provided with a rollaway bed.  The housekeeping staff took it to your room and made the bed for you.  He also explained that the hotel used to have sleeper sofas months ago and were removed due to impending renovations.  Most, if not all advertising was removed from media platforms.   He assured our office that the hotel accommodated your party of 6, even though the maximum occupancy for the room type is 5.  You were provided with an early check-in as well.  The hotel feels that you were accommodated appropriately, and no compensation will be provided.
      As a goodwill gesture from our office, I have posted ****** bonus points to your Rewards account. You will see the points posted in the next 24 hours.  Thank you for taking the time to share your feedback.  We are very sorry for any inconvenience caused to you and your family.
      Warm Regards, *********/ BWH Hotels

    • Initial Complaint

      Date:01/19/2024

      Type:Customer Service 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.
      When I left the hotel at 10am 18th of January Friday my door was closed and locked when I came back to the hotel using a uber ride I asked the guy working the front desk to open the door for me because I had a full cart that I was pushing as I went past him he asked my name I told him *********************** and then walked down the hall I got to my room before he did he said why do you want me to open the door for you it's already open I told him I didn't open the door he insisted I did so I walked back to the front desk because I asked him as it's his job to do so to go into the room since the door was not locked or closed to check the room make sure it was safe he refused to do that and just walked away and so I went to the front desk and said I wanted to move to another room I didn't feel safe being in that room he was very rude and disrespectful in the way he talked to me ge said I'm not talking to you I'm helping the guy in front of you so I waited till the guy left before I talk to him again told him I had booked another 5 day stay at the hotel he was very rude and disrespectful again and said to me well I can cancel that reservation and make you leave the hotel so I didn't say anything else but I'm putting my stuff in my room and then going to my uber ride outside and then did just that and walked out the door got in her vehicle and left the hotel went to outback steak house and placed a order to go and then that uber ride left to go to a 8pm pick up and I booked another uber ride to come back to the hotel at about 8"30pm then I didn't say anything to anyone just went straight to my room and stayed in it

      Business Response

      Date: 02/06/2024

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

      I hope this message finds you well.  Thank you for contacting our office regarding your experience with the Best Western  Luxbury Inn ***************.  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 Luxbury Inn ***************. The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.

      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 CR793400

       

       

      Customer Answer

      Date: 02/06/2024

      I need my ***** Dollar refund ASAP that is my money that was supposed to be refunded to me after I left the hotel to my PNC Bank account with in 5 to 7 business days and the ***** Dollars is still not posted to my account I looked at my PNC Bank app on my phone and reviewed the transactions nothing for the 20th of January today.                              Sincerely ***********************

      Phone number ************

      Business Response

      Date: 02/08/2024

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

      I hope this message finds you well.   I am following up with you regarding your concerns with the Best Western Luxbury Inn ***************.  Our office received a response from the hotel manager regarding your concerns.  

      Hotel manager *** explained that when you left your room, you left it unlocked and partially open.  He advised that no one entered your room while you were gone.

      Regarding the $50 deposit, according to the hotel, upon your arrival, you did not have the deposit to give them.  He explained that you prepaid your reservation through Expedia and the hotel did not charge you anything.  You will need to work with Expedia regarding any billing concerns.

      Thank you again for taking the time to share your feedback.  If you have any further questions, please let me know.

      Warm Regards, *********/ BWH Hotels/ Ticket CR793400

       

      Customer Answer

      Date: 03/06/2024

      I booked a room at Best Western Inn and never went to my room it was only booked for 1 night and I was told there was a ****** dollar deposit to be able to stay for the 1 night I booked and I paid ***** dollars for the 1 night and then told Expedia that I had to cancel the reservation because I didn't have the ****** needed to be able to stay for the security deposit 

    • Initial Complaint

      Date:01/11/2024

      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.
      The purpose of the stay was for a toddler to be able to swim. When I spoke with the booking agent I explained the necessity of an indoor pool. Once we arrived at our stay, we came to find out that this was a closed outdoor pool. We stayed because everything was non refundable and the weather conditions. The restaurant and continental breakfast were not in service. It was disappointing that all the amenities we hoped for weren't available.

      Business Response

      Date: 01/12/2024

      Dear Ms. *******,

      I hope this message finds you well.  Thank you for contacting the Better Business Bureau regarding your concerns with one of our Best Western properties.  I am very sorry to learn of your disappointment.

      To better assist you with your concerns, please provide the following:

      Name and location of the Best Western property.   Date of Stay.

      Thank you kindly and I look forward to your reply.

      Warm Regards, *********/ BWH Hotels/ Ticket CR790320

    • Initial Complaint

      Date:01/11/2024

      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.
      I was the Best Western I ordered a one online to ******.com and I pay for my room when I got there and deleted somebody hundred dollar deposit that's not what put me.com said I pay everything and for they took my money and I was able to get a room and she wouldn't let me get it so I can sleep in my car for the night and got her bad thing and got into a fight with some weirdo so it's not going to take back the fact that I got beat up in my car because jerking won't let me get into the room after I already paid for it I'll booking.com

      Business Response

      Date: 01/12/2024

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

      Thank you for contacting the Better Business Bureau and sharing your experience regarding the Best Western *************** Inn & Suites.  I am very sorry for this situation and can understand why this would be upsetting.

      I am going to follow up with the hotel manager regarding your concerns and get back with you as quickly as possible.  If you have any further questions for me in the meantime, please let me know.

      For reference, your ticket number is CR721516.

      Thank you for your kind patience and allowing me the opportunity to assist you.

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

    • Initial Complaint

      Date:01/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 received a promotional email on November 10th, 2023 from Best Western. The promotion said that if I sign up for a rewards account I would receive a $50 Best Western Gift Card to use on my next stay. I signed up for the rewards account on November 10th, the same day I received the promotional email. After waiting about 1 month and not receiving the gift card I contacted their customer support. I attached the emails from customer support to this complaint. They said that I signed up too late and I missed the promotion. So Best Western manipulated me into signing up by offering a reward that they did not actually give to me. It feels like a deceitful business practice and I believe they should be held responsible for that.

      Business Response

      Date: 01/09/2024

      Dear Mr. *******,

      I hope this message finds you well.  Thank you for providing your feedback to the Better Business Bureau regarding one of our Rewards promotions.  I am very sorry for this situation and can understand your frustration.

      After further review of your new Rewards account, I do see that when you were signed up for the Rewards program it was already after the summer promotion.  I am so sorry for the miscommunication and possible confusion.

      I am sending you a Best Western gift card for $50.00.  You may use the card at ANY Best Western location and the card will never expire or depreciate in value.  The card will be sent to you via email in 1-2 weeks.

      If you have any further questions or concerns, please do not hesitate to ask.

      Warm Regards, *********/ BWH Hotels/ Ticket CR788598

      Customer Answer

      Date: 01/09/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:01/01/2024

      Type:Product 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.
      Navigating the Best Weatern portal, for the purpose of a Status match, is next to impossible. Can you advise if you will match to ACCOR Platinum? Additionally, I hold Gold with ******, *******, World of Hyatt, and IHG and Diamond with Caesers. Thank you.

      Business Response

      Date: 01/02/2024

      Dear Mr. ********,

      Thank you for sharing your concerns regarding your Best Western Rewards account.  I am very sorry to learn that your experience with your request has not been a positive one and can understand your frustration.

      I went ahead and reviewed your account and upgraded your status to Platinum.  You will see the modification in the next 24 hours.   If you have any further questions or concerns, please let me know.

      Thank you again for contacting us.  I wish you and your family a Happy New Year!

      Warm Regards, *********/ BWH Hotels/ Ticket CR785776

       

       

    • Initial Complaint

      Date:12/28/2023

      Type:Product 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.
      My daughter planned a trip to ** for Christmas- we called best western and the sanctuary ( which is where she wanted to stay ) and they both said she could use the best western gift cards there . So we purchased them and she booked the hotel . Then months later when she showed up at the hotel for the trip they refused to go or the gift cards . At this time we called best western and and they tried to make the sanctuary accept the cards but still they would not - at this time they said they would refund the gift cards so I got a ticket number and said I would call back after speaking to my daughter about it . When I called back to get the refund I was told they would not be giving a refund and would have to check the calls to see if someone actually said that ! Many hours of being on hold and many phone calls later they simply say sorry no refund and we never said we would - worst customer service Ive ever seen - my ticket number is CR780917

      Business Response

      Date: 01/03/2024

      Hello,
      Thank you for contacting the Better Business Bureau regarding your daughter's reservation with the Sanctuary Hotel ********.  I am so sorry to learn of this situation and I can only imagine how upsetting this is for all of you.
      Please be assured that our office is looking into this matter.  We figured out that the gift card was purchased/ordered through a 3rd party source, Fundscrip.  We have reached out to them for assistance and currently waiting on their reply.   As soon as we receive an update, we will contact you right away.  Thank you for your kind patience and allowing our office the opportunity to assist you.
      Warm Regards, *********/ BWH Hotels/ Ticket CR780917

    • Initial Complaint

      Date:12/23/2023

      Type:Product Issues
      Status:
      Resolved
      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 wanted to make a reservation using my account registered with www.bestwestern.com After numerous attempts using different computers, I got the same error message of the website not being able to complete my reservation and that I should contact **************** for help.After calling Customer Support, they were able to complete the reservation at their end. The reservation number was ********* under membership number ****************.I was able to find a much better price for the same room on www.booking.com.Based on that I asked for a low rate guarantee and the response was that in order to be considered, the reservation should be made online and not by phone.Despite the fact that I had hard evidence in the form of screenshot of the error message and I tried to reason with the business representative, my claim was denied despite the fact I tried to comply with Best Western terms and conditions and was not able to due to the website reservation system not working through no fault of mine.I am writing this complaint in order to make the business aware of the facts and that this is not the way to treat their customers. I have cancelled my membership with the business after being a loyal customer for more than 20 years for this matter alone.*********,*****************

      Business Response

      Date: 01/02/2024

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

      Thank you for sharing your feedback with us.  I am very sorry for this experience and the inconvenience caused to you.   I did review the ticket details (CR782562).   

      I am very sorry to learn that you were having system issues when trying to make your reservation on bestwestern.com.  Unfortunately, we have no way of knowing what the issue was when you made the attempt.  After reviewing further system issues during that time, nothing was reported.

      As a good will gesture from our office and to make up for the experience, I would like to send you a Best Western gift card for ***** CAD.  You may use the gift card at ANY Best Western location and the card will never expire or depreciate in value.  Please provide me with your email address to send the gift card to you right away.

      Thank you again ************ and I look forward to your reply.

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

      Customer Answer

      Date: 01/02/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:12/17/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Re: 10/20-10/22 stay BW *************, ** (Reservation # *********)A STRANGE MAN WALKED INTO OUR ROOM AT 9PM! This person had a room card that allowed him to get into our room. My girls were there alone because I was at dinner with my friends, who were also staying at the same hotel. My daughters called me frightened and terrified... I feel this is TRULY UN**CEPTABLE & DANGEROUS!! You just have to watch the news to understand the state of the world around us. You have people shooting through doors because someone knocked on the wrong door? People getting shot because they turned into the wrong driveway, got into the wrong car, or went into the wrong apartment? One unstable/anxious person and an unfortunate opportunity is all it takes.Oh, and I just checked the comments on TripAdvisor. THIS HAPPENED TO SOMEONE ELSE IN AUG?? They checked in at 2am & found someone sleeping in the bed? What? This leads me to believe this happens quite often at this particular hotel. We also had valuables that could have been taken if there were no one in the room multiple laptops, portable gaming consoles, cell phones, credit cards, and cash.Also, the room was awful, it was INCREDIBLY DAMP! The dampness never went away even with the ** on. It just ended up being colder & SO UNCOMFORTABLE throughout the night. It was SO MISERABLE & so very hard to sleep that night. Last but not least I witnessed a few things during my stay but you may want to have your ********** staff attend some diversity classes. This is a hard one to elaborate on and I will not go into detail, but I will tell you that I have NEVER complained about things like this before. I had absolutely no issues with cleaning, food, or maintenance staff. They were all very nice and pleasant.

      Business Response

      Date: 01/08/2024

      Hello ********,

      Thank you for sharing your feedback regarding your October stay with the ************* Resort.   I am very sorry to learn of your experience and can understand your disappointment and frustration.

      I read over the Ticket notes (CR777737) regarding your concerns.  Please extend our apologies to your daughters as well.  I can only imagine how upsetting this was for them. 

      I do show that the hotel posted ****** points back to your Rewards account for the issues you had during your two-night stay.  To make up for the experience, our office will match the hotel and post an additional ****** to your account.  You will see the points posted in the next 24 hours.

      Thank you again for taking the time to share your experience with our office and with the Better Business Bureau.   Please be assured that our office will be discussing this with the hotels management and staff and make sure this does not happen again.

      Wishing you and your family a very Happy New Year!

      Regards,

      ********* | Customer Retention Advocate

      Customer Answer

      Date: 01/08/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

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