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.

  5501 Coventry Lane Fort Wayne, IN 46804

• 

  Best Western International Inc.

  1440 Mission Dr. Solvang, CA 93463

• 

  Best Western International Inc.

  850 Oak Park Inn Arroyo Grande, CA 93420

• 

  Best Western International Inc.

  10143 E 62nd St Tulsa, OK 74133

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:12/05/2023

  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.

  Tried to book a reservation at Best West Inn ************** in *********, ** on December 4th for December 16th-17th 2023. It apparently navigated me to a third party booking site and I after I confirmed saw that I was charged an extra $50 in fees. I cancelled the booking within ten minutes of the initial reservation. When I called on December 5th to either get refunded or reinstate the booking - the service agent told me they could do neither. When I asked what company they were directly with I was given three different companies/emails - getaroom.com, hotelvalues.com, and priceline.com and was not given a direct answer on how or why at the very least I could get my reservation back. The agent then put me on hold and did not respond until they hung up after 25 minutes. Best Western has the responsibility to ensure that these third party companies are representing their company's best interest and values to the customers. I am being charged $172.36 without any services actually being transacted. That's unacceptable.

  Business Response

  Date: 12/07/2023

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

  I hope this message finds you well.  Thank you for taking the time to share your experience and feedback regarding your reservation with one of our Best Western properties, Best Western ********* / ********** Hotel.  I am very sorry for this situation and can understand why this would be upsetting.

  I do see that your reservation was indeed booked through HotelBeds.com.  Unfortunately, our office is not affiliated with any third-party companies.  We are only responsible for any bookings made through our direct website, www.bestwestern.com or through our reservation's office.   If you did a ****** search for this specific hotel, it may have taken you to the third-party website to make your reservation.  Any billing concerns would need to be directed with the third party.    I truly am very sorry.

  If you have any further questions, please let our office know.

  Sincerely,

  *********/ BWH Hotels/ Ticket CR776854

  Customer Answer

  Date: 12/07/2023

  I understand that it was a third party site, my frustration is that Best Western allows these affiliate sites to generate business for them. If I'm entrusting your company as a service then there also needs to be a level of accountability and regulation with these other entities that work on your behalf.  

  Business Response

  Date: 12/15/2023

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

  Thank you for your reply and additional feedback.  Unfortunately, we are not affiliated with or have any control over third party booking sites.  As each Best Western property is privately owned and managed, it is up to the hotel owner to have their rooms sold through third party sites.   I truly am very sorry.

  You will need to work directly with the third party.

  Sincere Regards,

  *********/ BWH Hotels/ Ticket CR776854

   

• Initial Complaint

  Date:10/28/2023

  Type:Customer Service 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.

  The transaction occurred between my wife ***************************** myself and ***** the manager. Previously on Oct 4 at 7:37pm my wife called the inn to book a room and was informed by a female with an accent it was just a 100$ upgrade for the room with the hot tub in it and was booked on booking.com but was asked and called about and paid for here. Oct 26th we checked in at 6:20pm and paid in full and was charged said deposit for that room. The next day a female with an accent called the room at 12:15pm asking to speak to us in the lobby. ***** (manager) who had an accent and the female who had the heavy middle eastern accent explained there must have been a misunderstanding and its 100$ every night added which wasnt spoken about previously. My wife was quiet and just wanted to switch the room if possible, but I think theres a valid argument and frankly Im shocked at the way ***** spoke to me and my wife. We are both military and dod and just wanted a room that we paid for for the trip we were taking to see beautiful Manteca as we have been here, and actually stayed at the best western in Oct 2021. We really didnt want any trouble and we came all the way from Nv so for this to happen was really deflating to the whole trip. I just wanted what we paid for and agreed to that was all. Maybe there needs to be some professionalism, ethics training, and a better price breakdown for management here so that would prevent this predicament from happening to another patron or guests, and that person loosing out on their hard earned money.

  Business Response

  Date: 11/03/2023

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

  I hope this message finds you well.  Thank you for your message regarding your experience with the Best Western Plus Executive Inn & Suites located in *******, **.     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 Plus Executive Inn & Suites. 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 CR762732
  

   

• Initial Complaint

  Date:10/21/2023

  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.

  I was gifted a night by a relative. I received a voucher worth ***** points. When I went to redeem it for a hotel stay I was told I could not use it because the hotel I was wanting to stay at was only ***** points. Upon further checking there are no hotels in the entire state that costs ***** points, making the points useless.

  Business Response

  Date: 10/23/2023

  Dear Mr. ******************* you for contacting the Better Business Bureau regarding your concerns.   I am very sorry about this situation regarding the 36K voucher that was gifted to you and can understand your frustration.

  To better assist you and in order to research this further, please let me know which Best Western location you were trying to book.   You may also contact our ************** for further assistance and clarification.  The direct number is ************.

  I look forward to your reply.

  Sincerely, *********/ BWH Hotels/ Ticket CR757791

  Customer Answer

  Date: 10/23/2023

  Best Western Inn of *********
  ******************************************************************************************;************* for the night of November 1st, was even willing to do the 2nd in order to use more points. Last time I contacted the 800 number they did not help me and said I couldn't use them. My contact is ************ if you need to reach out.

  Business Response

  Date: 10/24/2023

  Hello Mr. ******************* you for your reply.   I am very sorry that you are unable to use the 36K voucher for your stay at the Best Western Inn of ********* on *****************************************************    As a good will gesture from our office, I have posted ****** points your Rewards account (account ending in 5645).  You will see the points posted in the next 24 hours.    You can then contact our ******************* to make your reservation.

  As far at the 36K voucher, you can return it to your family member to use or use it another location that requires 36K points before the expiration date.     

  Thank you again for contacting our office and allowing me the opportunity to assist you.

  Sincerely,

  *********/ BWH Hotels/ Ticket CR757791

• Initial Complaint

  Date:10/19/2023

  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.

  Best Western left me and my family stranded, in a foreign country! I booked a room at the Best Western Inn at the *************** for Sunday, 15 October 2023, checking out on Monday, 16 October 2023. The reservation was booked on 19 May 2023; the confirmation number is *********** When we showed up on Sunday to check-in, I was greeted at the entrance to the hotel by a US Marine in full uniform, who kindly asked me to stop and proceeded to ask me what I was doing. Yes, you read this right I was confronted by a soldier!I hope you can imagine the shock, being confronted by a soldier, asking me what I was doing there, when I was expecting to be greeted by a front desk employee of the Best Western where I had a confirmed reservation for that evening for me and my family. From the information I received, the hotel formerly known as the Best Western, where I had a confirmed reservation, was converted to an operational government facility for refugees and it was staffed by the US Marines. I was politely asked to leave the operational facility immediately. Can you imagine the fear that overcame us as we started to process what was happening, that we did not have a place to stay that evening!At no point did anyone from Best Western contact me to inform me of the situation and to discuss options to rebook the reservation at another hotel. And there was no Best Western staff onsite to handle the situation. Instead, me and my family were abandoned by Best Western, left to scramble and find last minute accommodation in a foreign country and city where vacancy was at a premium given the prime-time National Football Game in *******.

  Business Response

  Date: 10/23/2023

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

  I hope this message finds you well.  Thank you for taking the time to share your feedback/experience with the Better Business Bureau and our office.  I am very sorry for this unfortunate situation regarding the The Inn at *************** and I can understand why this would be upsetting.

  The hotel did let all booking sources know of their closure.  You made your reservation with a third party (Aeroplan) and they were advised of the closure.  It was their responsibility to inform you of the changes and their responsibility to assist you with booking you with another hotel for those dates.  

  If I may suggest that you contact the original booking source to further discuss this with them.  Although this was not an error by our office, as a good will gesture, I would like to send you a Best Western gift card for $50.00.  You may use the gift card at ANY Best Western property and the card will never expire or depreciate in value.  Please let me know if you would like the gift card to be sent to the following email address:  **********************.   Once approved, you will receive the gift card in 1-2 weeks.

  If I may also suggest for any future reservations that you go through our direct website, www.bestwestern.com or our reservations office, ************.  That way our office can see your reservation details and assist with any unforeseen changes or issues.

  Please let me know if you have any further questions or concerns and I look forward to your reply.

  Sincerely, *********/ BWH Hotels/ Ticket CR756995

  Customer Answer

  Date: 10/23/2023

  Good day, 

  Thank you for your response and for the additional information. Unfortunately, the information you provided is contradictory to the information I have received from Aeroplan, who verbally confirmed they were never informed of the situation. As you can appreciate, I am now in a situation where two corporate giants are pointing the finger at the other and absolving themselves of any responsibility, leaving me and my family in the middle. 

  I will ask of you the same question I asked Aeroplan - please provide me in writing a copy of the notification that was sent to Aeroplan regarding the closure of the Best Western Inn at the ***************, or likeness, including the date when the notification was sent, the name and email address of the contact person at Aeroplan where the notification was sent and/or any other information that would prove that you notified Aeroplan of the situation. If you are able to meet this reasonable request, then I will consider the matter to be resolved and it will absolve Best Western of any further responsibility, 

  That said, I find your offer of a $50 credit to be unreasonable considering the facts of the matter.  At the very least you could have offered a credit for one night stay at any one of your hotels in the Buffalo area. That would have been a more reasonable gesture all things considering. 

  I look forward to hearing from you and to resolving this matter in a timely manner. 

  **** and Family

  Business Response

  Date: 10/24/2023

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

  Thank you for your reply and additional information and requests.   I will further review your request and get back with you as soon as possible.

  Thank you for your continued patience.

  Regards,

  *********/ BWH Hotels/ Ticket CR756995

  Customer Answer

  Date: 11/03/2023

  Thank you *********!

  For purposes of clarity, I had no choice other than to 'reject' the response in order to maintain the file active until such time that you provide an official reply.  I look forward to receiving your reply.

  Many thanks,

  ****

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  arrived at hotel for check in at 2:45, confirmation number ********* for the amount of$150.24, checked in and was in room for about an hour noticed things wrong with room but already paid so what could I do and I would address them at checkout. Left for awhile came back, and then left again. Upon getting back around 11-1130 ran tub water to soak. and there were ROACHES on the tv stand. proceeding to pack my things and go to the front desk. Was not offered another room just okay that is fine. Got a call from owner/manager "*****" and said I will only charge you a $100 and you can have a free night. NOT acceptable, I did not stay there I checked out imminently and made the 2 hour drive back home, I want a full refund as 1 clearly this is an ongoing issue with pets now that I am looking at reviews, 2 it is a fire hazard to NOT have a smoke detector. And I will dispute the charges if I am not refunded in full.

  Business Response

  Date: 10/19/2023

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

  Thank you for contacting the Better Business Bureau regarding your experience with the SureStay Plus by Best Western ****** Northwest.   I am very sorry to learn of your dissatisfaction with your partial stay.

  Our office will discuss your concerns with the hotel manager and make sure your concerns are resolved so that this does not happen again.   As you were checked into the room for approximately 8 hours, it is up to the hotel manager to approve and process a refund.   

  As a good will gesture from our office, I would like to send you a Best Western gift card for $50.00.  You may use the gift and at ANY Best Western property and the card will never expire or depreciate in value.  Please let me know if you would like the card sent to the following email address:  *********************     Once approved, you will receive the card in 1-2 weeks.

  Thank you again for bringing this to our attention and I look forward to your reply.

  Sincerely, *********/ BWH Hotels/ Ticket CR756032

   

   

  Customer Answer

  Date: 10/19/2023

  It is unacceptable to ask a paying customer to be charged for an overnight stay they checked out of! Furthermore there is clearly a bug issue and that has never been addressed. I may have checked in at 2:45-12:00 but I was NOT in that room the entire time, I was in that room maybe a total of 1 hour!! God forbid if there is a fire in that hotel room, because you don't even have a smoke detector, I went to the front desk in hopes I could be moved to a different room at the very latest, and was given NO alternative. I do not want a gift card, as I will never stay at a best western again. I want a full refund 

  Business Response

  Date: 10/23/2023

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

  Thank you for your reply and additional comments.  Once again, I truly am very sorry for this experience.

  According to the hotel, you checked out after 2am.   The hotel owner ***** advised our office that you will not receive a full refund due to the length of the time you were checked into the hotel and room.   I understand that you said you only spent an hour inside the actual room, the hotel goes based on how long you have been checked into the assigned room.  The hotel does not keep track of your comings and goings once you are checked into the hotel.  Once you check into the hotel/room, you are responsible for the room for those hours.   Unfortunately, our office is unable to force the hotel to process a full refund.   I understand if you need to take alternate avenues ************** that right, however my offer of the $50 gift card is still available should you choose to accept it.

  Thank you again for allowing our office to assist you with your concerns and I look forward to your reply.

  Sincerely, *********/ BWH Hotels/ Ticket CR756032

   

   

  Customer Answer

  Date: 11/02/2023

  
  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:10/06/2023

  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.

  The on line and phone reservation stated there was a hot tub available for all. Turns out only in expensive rooms. Pool is supposed to be heated. Very cold! By ********'s lips turned blue water was so cold. Physically impaired and tried to put me on the second floor anyway. Receptionist made me feel guilty about my disability when I advised the direct contact reservationist I had limited mobility. Advertised room service not available. Free breakfast. Powdered eggs and undercooked sausage. Fresh muffins are packaged and produced and not palatable. The refrigerator was turned off in my room and took all night to cool. Food was not safe to eat that I brought with me. The lake was wonderful and peaceful but the rest was underwhelming. Huge disappointment!

  Business Response

  Date: 10/10/2023

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

  Thank you for sharing your feedback regarding your recent stay with one of our Best Western locations.  I am very sorry to learn of your dissatisfaction and can understand your disappointment.

  To better assist you with your concerns, please provide the name and location of the Best Western property, as well as the arrival date of your stay.

  Thank you kindly in advance and I look forward to your reply.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR751123

   

  Customer Answer

  Date: 10/10/2023

  BW Indian Oaks in ********** *******. 

  Business Response

  Date: 10/11/2023

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

  Thank you for your reply and for providing me with the name and location of the Best Western property.  I am very sorry about your recent experience with the Best Western Indian Oak located in **************.  

  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.
  
  To make up for the negative experience, I have posted ****** bonus points to your Rewards account.   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.
  
  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.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels properties soon, hoping to make it a pleasant stay for you.
  
  Please let me know if you have any further questions or concerns.
  
  Sincere Regards, *********/ BWH Hotels/ Ticket CR751123
  

• Initial Complaint

  Date:10/05/2023

  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.

  We stayed at the Best Western on 10/1/2023. The moment we walked in we knew it was going to be a mess of a stay. The front desk was extremely messy and cluttered. There were kids running back behind the desk. The lobby area was a mess. But at this point, it was late, and we had nowhere else to stay. We checked in and when we got to the room, it smelled like old food. There were scuffs all over the wall. and worst of all, the toilet was clogged and didn't work. The entire floor smelled of marijuana from nighttime all the way to sunrise the next morning. This place is severely lacking in all areas. It's sad because it's listed as a "Premier" and is supposedly only 3 years old. It's a mess. Corporate really needs to step in here and fix this place. We ended up cancelling our second night and going to Home2Suites across the street. It was significantly better over there. We paid $298 for 2 nights. We were refunded the money for the second night since we opted not to stay. But we are seeking a refund for the first night stay as well.

  Business Response

  Date: 10/05/2023

  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 Premier Liberty Inn & Suites and can understand your disappointment. 
  
  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.
  
  To make up for the negative experience, I would like to send you a gift card for $60.00 (half of your room rate for the first night).  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 **** 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.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our Best Western properties soon, hoping to make it a pleasant stay for you.
  
  Sincere Regards, *********/ BWH Hotels/ Ticket CR748617

  Customer Answer

  Date: 10/06/2023

  I do not want a gift card for Best Western. I would like a refund to my method of payment. Because we did sleep there, I would accept a partial refund of $60 back to my **** debit card used to pay for the room. Since half the room worked, a half refund of my payment method would suffice. 

  Business Response

  Date: 10/06/2023

  Hello ******,

  Thank you very much for your reply and additional request.   Unfortunately, our office is unable to provide a direct refund to your credit card.  Instead of the $60 gift card, I can send you a refund check for that amount.   Please confirm your mailing address to send the refund check to.    Thank you kindly and I look forward to your reply.

  Warm Regards, 

  *********/ BWH Hotels/ Ticket CR748617

• Initial Complaint

  Date:09/29/2023

  Type:Delivery 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.

  Confirmation no. ********* Best western was supposed to provide a $50 gift card when I stayed 2+ nights. I complained too, about the noise during my stay due to the thin walls and civil unrest that was occurring across the street due to honking horns and people screaming with the writer protest occurring at *******************. Was given issues when trying to end my stay early and get a refund for the remaining amount and forced to continue my stay. Compensation or a partial refund would be appreciated as there were no notices that civil unrest would be occurring at the address before booking and my stay was unpleasant.

  Business Response

  Date: 10/05/2023

  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 SureStay by Best Western ******************** ******* and can understand your disappointment. 
  
  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.
  
  To make up for the negative experience, I have posted ****** bonus points to your Rewards account.   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.   I also checked on the $50 gift card you were supposed to receive, and our records show that it was sent to you via email.  If you have not received it, please contact our ************** at ************.
  
  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.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels properties soon, hoping to make it a pleasant stay for you.
  
  Sincere Regards, *********/ BWH Hotels/ Ticket CR748604

   

• Initial Complaint

  Date:09/29/2023

  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.

  There is no security or protection from theft. I had my rental vehicle broken into in their parking lot, and they had no cameras or sufficient lighting for safety. I suspect it's one of the hotel employees being involved in the theft. I found my smart tag in the parking lot next to the maid's cleaning area after trying to locate my stolen items. Management was very resistant to helping to locate my personal items that were stolen on their property. They have no signs that indicate anything about theft in their parking lot.The rooms smelled like pee and weren't very sanitary. The toilets overflowed with water on our bathroom floor while we stayed there on vacation, and all there was in the toilet was liquid so it shouldn't have caused it to overflow. They didn't have sufficient cleaning personnel for addressing the issue so they moved us to a room that had the same problem.One of my vacation days was ruined due to this hotel not being sufficiently managed.The hotel manager, ******* lied when she said she would give me 50% off for my troubles. When in fact they only refunded 30% of my cost. This hotel and their management did not adequately resolve the issues and do not provide standardized security which is common at other hotel locations.

  Business Response

  Date: 10/05/2023

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

  I hope this message finds you well.  Thank you for your message regarding your experience with the Best Western ******* Airport Hotel.  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. 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 CR732181

• Initial Complaint

  Date:09/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 had called Best Western several months ago to do some account maintenance and have them change my account from earning Alaska Airlines Miles to Best Western Points. While the agent said it was changed over, upon checking our of my most recent hotel stay (6 September check-in) I still earned Alaska Airlines Miles (250) instead of Best Western Points. After I noticed this error, I was able to change it over again manually for future stays and started earning Best Western Points again.Upon contacting customer service today (16 September) about this issue the representative spoke with his lead and they admitted their fault but said they can only provide me with 500 Bonus Points for the trouble they caused.As a Platinum Member, I was expecting to receive my BW Points in full, and would request they be provided and things made right.

  Business Response

  Date: 09/19/2023

  Dear Mr. **********,

  I hope this message finds you well.  Thank you for contacting our office regarding your Best Western Rewards account.  I am very sorry for this situation and can understand your frustration.

  I reviewed your Rewards account and do see on 9/16/23 you were provided 500 points as a good will gesture for confirmation 207818301.  In order to make you whole regarding this reservation, I have posted the rest of the points you earned in the amount of 3,000.   Total points provided for this reservation is 3500.

  I hope this gesture makes up for this experience.  Your account is now set up to receive Reward points instead of airline miles.

  You should see the points posted in the next 24 hours.

  Thank you again Mr. **********.

  Warm Regards, *********/ BWH Hotels/ Ticket CR739314

  Customer Answer

  Date: 09/19/2023

  
  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,
  
  *********************************