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:09/15/2023

  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.

  On September 7th. I received a charge of $****** from the Best Western Hotel in *******, ********. I stayed at this hotel from September 2nd-4th. I called, and the front desk person said that I was charged a $100 dollars smoking fee. There was no managers available anytime they called. This payment put my account in the negatives. I didnt smoke in the room, and there was a black and mild on the *** Ive stayed at this hotel countless times, and even became a Diamond Select Member. I never had this problem before. I talked to the corporate customer service, and I put a ticket in. Today I called the hotel, and they were deliberately dodging my calls. So I called the corporate customer service back, and a representative called back, and said they wont be refunding me back my money and the operations manager will call me tomorrow. I feel so upset because Ive been treated unfairly, and the hotel has employed persons who dont conduct themselves to the standard of the hotels. They stated no proof or why they charging me ******. All I want is the 100 dollars back, and the prior authorization to fall off of *****. This is an unsatisfactory treatment of a diamond select member. *** spent thousands of dollars to be treated with no care. I am highly upset, and *** lost out on money that was supposed to be used for bills.

  Business Response

  Date: 09/19/2023

  Dear **************,
  Thank you for providing your feedback to the Better Business Bureau regarding your recent stay with the Best Western La Plata Inn.  I am very sorry for this unfortunate situation and can understand your frustration.
  I reviewed the ticket notes (CR736217).  Our office received a response from the hotel manager regarding this situation.  According to the hotel, there was evidence of smoking in the room, and they had to place the room out of order for extensive cleaning.   I am so sorry; however, our office is unable to override the hotels decision regarding the charges.
  We are sincerely 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 La Plata Inn.  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.
  
  Again, we are sincerely sorry for the concerns you have with this hotel and that the response was not what you were expecting.   If you have any further questions, please let me know.
  
  Warm Regards, *********/ *** Hotels 

  Customer Answer

  Date: 09/19/2023

  I didnt smoke in this room, and I always go outside. Why would I randomly choose one day to smoke in the room. Also what was the evidence. If there was evidence then be specific about it was, and not make a general a statement. Theres employees that I witnessed smoking on the job, and even buying marijuana during their shift but I am out of 100 dollars. Your housekeepers dont clean the room well. The rooms reek of mildew, and the hairs are in the bathroom. You all are running a sorry business, and **** dont care about the consumer. *** worked at hotels as a front desk agent, and housekeeping, and I know how a business is supposed to be ran. I will be letting others know that your ******* property is unprofessional, and shouldnt be stayed at. 

  Business Response

  Date: 09/19/2023

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

  We understand your desire to resolve this situation to your satisfaction, however,we have reached the extent of our ability to assist, and our office will not be able to discuss this matter with you any further. If you would like to pursue this matter further, you will need to do so through publicly available resources. 

  Sincerely, *********/ BWH Hotels 

   

• Initial Complaint

  Date:09/15/2023

  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.

  I stayed at the Best Western Hyde Park in *******, ** for one night. The toilet in the room was broken and filling up with water. I called the front desk and was informed that I the customer could come downstairs and get a plunger to fix it. I said that it not my job as the customer. The night manager **** said that he was by himself and could not come upstairs. I said Ive been charged $100 for Incidentals and this is not my fault. He also said he had no other rooms. So I said if the room floods what happens. He said it will flood. He *************** another room for me. When I moved my 2 dogs and elderly mom to the next room I saw this same night manager in the hallway walking around. I took a picture of him to prove he couldve come upstairs after he told me he was by himself and couldnt leave. I took a picture of the toilet flooding as well. When I went to get the new key he was down there with another agent. Got to the new room and the ** didnt work.I called back down and was basically told we are not coming up to assist.and to speak with **** morning manager. Plus when I called down I spoke with agent *************where did she come from because **** said he was Alone. So I asked to be compensated he said he couldnt do anything. I called corporate and they really werent any help. I asked for a $100 return of the HOTEL bill. The hotel refused more than $50 after all that. Then Corp offered a $50 travel credit. I would never use this hotel brand again so offering me that travel credit is worthless. Im not mad at things happening like the toilet breaking or the ** not working. Im mad at the true lack of customer service. If you go to their ****** reviews you will see that the toilet not working as well as the ** is common at this location as well as lack of customer service. What was PLUS about this hotel. Nothing. They took the side of their employees instead of the customer who is actually paying for a service or in this case lack of. So disappointed.

  Business Response

  Date: 09/19/2023

  Dear ********************,
  Thank you for sharing your feedback with our office regarding your recent stay with the Best Western Plus Hyde Park ******* Hotel.  I am very sorry to learn of your dissatisfaction and can understand your frustration.
  Please be assured that our office will be following up with the hotel manager and staff to make sure this type of experience does not happen again.
  I reviewed the ticket notes (CR734238) and your concerns have been fully documented.  You requested $100 in compensation.  The hotel provided a $50.00 refund to your bill and our office issued you a $50.00 Best Western gift card that you can use at any Best Western property.  Please keep in mind that the gift card will never expire or depreciate in value.
  Thank you again for contacting our office and sharing your feedback.  It is greatly appreciated and will help make the necessary improvements.
  Warm Regards, *********/ BWH Hotels

  Customer Answer

  Date: 09/21/2023

  Hello Best Western,

  Thank you for your response. However I requested $100 return on my hotel bill. I did not request $100 total compensation. Please dont try to change what I requested. I looked in my account and did see the refund to my bank account. Thank you.
  Second, Best Western has not as of this morning sent a $50 Best Western gift card. I have checked all of my emails this morning and have not received any further correspondence from the company. If it is being mailed that is one thing but I wouldnt know because I have not gotten any updates since last week. 
  Third, should it really take 2 phones calls to corporate, a BBB complaint and I even completed the customer satisfaction survey to get assistance. No, the management at the hotel should have been able to resolve before I went further. 
  Thank you your time and please follow up with what you said you already have which is the missing gift card. 

  Business Response

  Date: 09/25/2023

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

  Thank you for your reply and additional feedback.    The ***** gift card has been processed and will be sent to you via email as soon as possible.   I will check with our fulfillment team and request this to be expedited.

  Thank you again for allowing our office to assist you with your concerns.

  Regards,

  *********/ BWH Hotels/ Ticket CR734238

  Customer Answer

  Date: 10/03/2023

  
  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.I received the gift card. Thank you. 
  
  Regards,
  
  ********************
  
   
  

• Initial Complaint

  Date:09/15/2023

  Type:Billing 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.

  Good day. I have alayover flight in *****. As part of my 40th birthday present my sister is flying my to ***** and *********.She made a booking for me, and than canceled the booking and remaid it in my name with my credit card details to make check in easier because I will be in ***** on my own. But upon further investigation I found that this hotel was not in tbe hustle and bustle of the city and proceeded to cancel my reservation.But from the start it was a frustrating process.On my confirmation it states that I can cancel up to 24hours in advance,but now they are claiming it is a no cancel reservation. Please assist me in this matter. The hotel is Best Western Gulf Hotel in *****. They are refusing any co-operation and they are stating they will just charge my card

  Business Response

  Date: 09/15/2023

  Hello ******,

  Thank you for sharing your concerns with the Better Business Bureau regarding your upcoming reservation for the Best Western ********** Hotel Business Bay on 12/16/23 for one night.   They have forwarded our office your concerns for review.

  Our records show that you went on www.bestwestern.com on 9/14/23 and made a reservation for this hotel for arrival date 12/16/23 for 1 night.  You chose the Full Pay, Non-refundable rate for this reservation.  When you selected this rate, you received a pop-up notification advising that this is a nonrefundable rate and once you confirm the reservation, you will not be able to cancel or receive a refund.  The notification will give you an option to proceed with the booking or back out.   You chose to confirm the reservation per the reservation stipulations.    The hotel manager has advised our office that they are abiding by the rate condition for this booking.  I truly am very sorry for this unfortunate situation.

  If you have any further questions or concerns, please let us know.

  Sincerely, *********/ BWH Hotels/ Ticket CR736817

• Initial Complaint

  Date:08/27/2023

  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.

  Best Western has approved my rate claim guarantee and I have adhered to all terms and conditions to receive the 100$ gift card given for operating within the guidelines of the program. Best Western has not provided the gift card for stay and has cited me not staying during the reservation as the reason, which is verifiably false. The confirmation number for the reservation that was completed is *********. The ticket cited for the low rate guarantee was CR666717 and this is the guarantee that needs to be honored and provided. Please provide assistance in solving this matter because Best Western refuses to operate ethically and has made numerous false claims and is not operating along their standards for this guarantee and need to remove this if they do not plan on adhering to their policies.

  Business Response

  Date: 08/28/2023

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

  I hope this message finds you well.   After reviewing the Ticket details of your claim (CR666717), our records show that the $100 gift card was re-submitted on 8/26 and you will receive it in approximately 5 days.

  I am very sorry for the confusion.

  If you have any further questions or concerns, please let me know.

  Sincerely,

  *********/BWH Hotels Customer Relations

  Customer Answer

  Date: 08/28/2023

  I would like confirmation of the gift card delivered and then the claim will be satisfied 

  Business Response

  Date: 08/30/2023

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

  I hope this message finds you well.   Please be assured that the $100 gift card has been processed and will be sent to you within the week.  Unfortunately, I do not have a report/confirmation that I can send to you, however, please use this message as reference that you will receive the gift card.

  Thank you for your kind patience.  

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR666717

• Initial Complaint

  Date:08/23/2023

  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.

  I booked a one nite stay through hotels .com.We arrived at ****am was told the room is not ready and that when it is I woukd get a call.Strike one ***** never called.We went down for breakfast, when we tired to get in the room we couldn't , send my son to the front desk he comes back and still we were not able get in. So I went personally down to the front desk and I tell ***** These are still not working. Her response is I thought I fixed them.Then she has the nerve am already maddddd its been over 15 minutes now since this issue started. Her incompetent response this young lady has no common sense did the light not come on, I said to her would I walk down from the 3rd floor if the door opened???? She says stay clam , I tell her shut up and do your job. Now it's almost 30 minutes I have been Locked out of my room. I walk back upstairs I see Dimaond ccleaning a room I asked her to please help me get in my rroom. She trys and her key does not work either, *** is walking with a hook thing she says I HOPE THE *** DOES NOT WORK THAT WAS TOWARD DIIMAOND TRYING TO HELP ME. AND BECAUSE SHE WAS HELPING ME ****** CALLS *** SHE KEEPS WALKING AND NEVER TURNS BACK my room would have been opened then.******* says its the baterry I will get the Maintenance man.Now we are over 40 minutes *** COMES WITH THE SAME LOOKING HOOK THING FROM EAILER AND OPENS THE DOOR, SO THE MAINTENANCE MAN COMES TOO AND THE CHANGES THE BATTERY NOW .WE ARE ALMOST 1 HOUR.THIS PLACE WAS UNPROFESSIONAL AND UNACCEPTABLE BEHAVIOR FROM HOTEL CHAIN AND ITS 2 INCOMPETENT EMPLOYEES *******AND *****.PLESASE INVEST SOME MONEY ON TEACHING ***** LEADERSHIP AND CONFLINT RESOLUTION, YOU CANT GIVE HER COMMON SENSE WHICH SHE CLEARLY LACKS.THESE ARE THE SORT OF INDIVIDUALS YOU GIVE ***S TO TO A MULTI MILLION DOLLAR BUSSINESS.I WANT MY MONEY BACK ASAP

  Business Response

  Date: 08/24/2023

  Dear Ms. Musee-******,

  Thank you for providing your experience regarding your stay with one of our Best Western locations.  I am very sorry to learn of your concerns and dissatisfaction.

  I would like to further assist you; however, you did not provide the name or location of the Best Western property.    Please provide the name of the hotel as well as the City and State.  If you can also provide the arrival date of your stay, that would be very helpful as well.

  Thank you kindly and I look forward to your reply with the above pertinent information.

  Sincerely,

  *********/ BWH Hotels Customer Relations/ Ticket ********

• Initial Complaint

  Date:08/21/2023

  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 stayed at Best Western ************* in *************** August 11 through the 14th. I stayed at best Western Saint ********* Beach August 14 through the 18th. I was told I would receive links to the $50 incentive for staying two nights with a total of $100 I have yet to receive them And I am looking for help in this matter because the *************** lady I think ***** was her name told me I would and she verified it by looking into the computer.

  Business Response

  Date: 08/28/2023

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

  I hope this message finds you well.  Thank you for contacting our office regarding the Best Western Rewards Summer23 promotion. I do show that you are registered for the promotion as of July 15th.  It does take 1-2 weeks to receive the gift cards from the completion of your stays.  If you do not receive the gift cards by the end of the month, please contact our rewards Department at the following number: ************.    Sincerely, *********/ BWH Hotels

• Initial Complaint

  Date:08/20/2023

  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.

  On March 9,2023 I went on to best western website to resever the hotel from 11/17-11/23 at Best Western Plus Anahiem Inn and received Confirmation Number: *********. Due to changes in plan, I contacted Best western reservations at phone number ********** and spoke with ****** (employee number ******) I explained to her I wanted to know how much it would cost to emote two nights. She stated it would cost an estimate of $1075.08 before fees and taxes. We confirmed on the call to changed the dates to 11/17-11/21 while she was making the change she went oh oh I have to put you on hold. Upon returning to the call she changed the dates from 11/17-11/19 and she can book me at another hotel. I explained I did not make this change and I would like my dates back. She said there is no resolution as the hotel has booked these dates. ****** offered to transfer me to her supervisor as their was nothing more she can do. The supervisor ***** came on and kept talking over me which is unacceptable customer service and said there is nothing she can do to correct this. At this point this is extremely upsetting as I suffer with depression and anxiety legally and this has triggered my mental health. I raised my voice and ***** disconnected the call. I called back and asked to speak with a supervisor and was transferred to Sienna (employee # *****) who told me the they are corporate and agreed the corporate employee messed up my reservation and their is no resolution to correcting the error the employee made.

  Business Response

  Date: 08/28/2023

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

  I hope this message finds you well.  I am very sorry for this situation regarding your upcoming reservation with the Best Western ******* Inn for November.   I can understand why this would be very upsetting.

  I will be reviewing this matter further and get back with you as quickly as possible.   Thank you for your kind patience as I work on this for you.

  Sincerely,

  *********/ BWH Hotels Customer Relations/ Ticket ********

  Customer Answer

  Date: 09/01/2023

  I received an email from ********* and I replied on 8/29/2023 but have not received a response back 

  Business Response

  Date: 09/01/2023

  We received Ms. ******** email reply.  I sent her a response earlier this morning offering her a Best Western gift card.   I am now waiting on her response to confirm her email address to send the gift card to her right away.

  Sincerely,

  *********/ BWH Hotels/ Ticket CR726429

  
  

• Initial Complaint

  Date:08/15/2023

  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.

  Hello BBB, I stayed at the best western at **************************************************************** last week. I had a very bad experience, so bad in fact I only stayed in the hotel room for a few hours. It was very subpar service and quality. I contact best western expecting a response and they never responded to my customer service email. I am very disappointed with the quality of this best western hotel and the experience I've had. I am concerned other customers staying at best western will face similar issues.

  Business Response

  Date: 08/24/2023

  Dear Mr. *******,

  I hope this message finds you well.  Thank you for your feedback regarding your experience with the Best Western ********** North.    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 ********** North. 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 Customer Relations/ Ticket ********
  

   

  Customer Answer

  Date: 08/28/2023

  Hello best western/bbb,

   

  Thank you for getting back to me and I appreciate the escalation of the issue however the best western agent offered nothing. In fact customer service even affirmed my concern of drug use.  The customer service agent wrote " The ********************** did have an incident with another guest smoking marijuana" . 
  

  I don't know why best western would acknowledge that this hotel has a drug use problem and then not provide a refund. I had a very poor experience at this hotel and it warrants a refund or credit.

   

  Thank you

   

  *****
  

  
  

  Business Response

  Date: 08/29/2023

  Hello ******************,
  Thank you for your additional feedback.  I am sorry that the response from the hotel was not what you anticipated.   Again,according to the hotel, there was a guest who failed to follow their no smoking rules and was asked to leave the hotel because of this.   The hotel does not have a drug problem.  This was an isolated incident involving one customer and the ********************** handled it accordingly.  Your accusation regarding the night desk clerk is not warranted per the hotels management and they have never had a problem with this employee.
  As good will gesture from our corporate office, I would like to send you a Best Western gift card for the amount of $50.00 which can be used at any other Best Western location.  The card will never expire or depreciate in value. You will receive the card in 1-2 weeks via email.  Please let me know if you would like the gift card sent to the following email address:  ************************.
  Thank you again for sharing your experience with our office and I look forward to your reply.
  Regards, *********/ BWH Hotels/ Ticket CR724150

  Customer Answer

  Date: 09/12/2023

  
  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.  Although it took a long time and much effort.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/01/2023

  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.

  As a Business man, I am Shocked that I have SPENT 6 MO.s, Trying to get a $ 200. 00 MC , Using my PT.s !! I have gotten them before with no issues . The **Mail sent was incorrect from the start, I was not able to get to the card info. I called ,and was they gave me another **Mail link that ask for a Token # , The **mail earlier had a Token # but this one said Token # INVALID !! This has been my hole crazy deal, with NO HELP FROM B/W CS ******* They just want off the *** with me ! NEVER AGAIN - WILL I USE A B/W HOTEL !! PT.s NEVER EXPIRE BUT YOU STEEL THEM !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 08/14/2023

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

  I hope this message finds you well.   I am very sorry for this situation and understand your frustration.

  I reviewed the notes in your Rewards account, and you spoke with our office on 7/25/2023 regarding this matter.    It was suggested to contact the following support to further discuss this:   *****************************

  I hope they are able to assist you with your concerns.

  Warm Regards,

  *********/ BWH Hotels

  Customer Answer

  Date: 08/17/2023

  I HAVE SPENT MORE THAN 6 MO.s ALREADY WITH BEST WESTERNs  SUPPORT PEOPLE AND  GOT  ( NO WHERE ).  WHY  WOULD I WASTE MORE TIME THERE!  THIS  IS  NOT  A FIX !!

  Business Response

  Date: 08/28/2023

  Hello,

  I hope this message finds you well.  To better assist you with your concerns, please provide the following information:

  Name and location of the Best Western property

  Name the reservation was booked under

  Dates of stay

  Ticket number if available

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

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

• Initial Complaint

  Date:07/31/2023

  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.

  I booked a bestwestern indian oak ******************************************************************************. arrived **** read a book at my desk later I tried to use the internet had 1 mbs speed instead of 50 - 100 then went to call them and sunk into the mattress so far i had a hard time getting up. told them i could not stay on that bed and i was leaving they refused to refund my points so I left the same night at 10pm I contacted corparate but they lied and said i had small children and was using the pool i was by myself i am 65 and disabled. they also lied and reported that I checked out on the 30th not the 29th when i did I did not use the pool either. I have night blindness and even ran into someone yard going to my relatives house when I left. I would have taken another room and stayed but they were sold out. I even spoke to the manager ***** the next day and she said she would check the tapes but then said she still would not refund the ***** pts . and was really mad because I left a bad review for them and had cost them money even if i took it down later.I pleaded with her to please refund my ***** BW points but she refused. I am 65 disabled I needed a place to sleep that night. please return my ***** points to my account.

  Business Response

  Date: 08/01/2023

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

  Thank you for contacting our office and providing your concerns to the Better Business Bureau regarding your experience with the Best Western Indian Oak.  I am very sorry for this situation and can understand your frustration.

  I did read over the Ticket details of your complaint (CR708551).  There seems to be conflicting details between yourself and the hotel staff.  As we were not privileged to what took place, we are not at liberty to take sides.   When I reviewed your Rewards account, it also shows that ****** points were used for the stay, not 32K.   As a good will gesture from our office, I would like to return half of the points back to your account.  The number of points will be 14,000.   Please let me know if you accept this resolution and I will process the points right away.

  Thank you for allowing me the opportunity to assist you with this and I look forward to your reply.

  Warm Regards, *********/ BWH Hotels/ Ticket CR708551

  Customer Answer

  Date: 08/01/2023

  when i checked in I sat at the desk and stayed in my room and read a book. then I tried the to use the internet for an hour or two I had to call my friend who told me how to do a speed test ..I was by myself I am 65 and disabled. there were several things wrong  first the wifi was running at 1 mps  when I called the front desk  the bed was so soft that i sank into it and had trouble getting out. the front desk could do nothing for either I offered to switch rooms they had none. I did not use the pool I do not have kids or grand kids. they lied about that and lied by failing to check me out at 10 PM when I left in the dark. I have night blindness The last thing I wanted was to leave and drive at night . I actually missed a driveway and drove through someones yard. that night. I was here for a funeral, not a vacation.

  The biggest single problem is your VERY greedy manager ************** spoke to her and regardless what I said her answer was it was too late to rerent the room and she would  lose  30 dollars for the ***** points I used. yes ****** could check the footage to prove I never used the pool, but she still would not refund my ***** pts. every reason I gave same answer when I said i am 65 and disabled and had night blindness and would never had left the hotel unless there were serious problem she said I did not know how old she was . when I said I would contact the bbb, she said I was blackmailing her . when I said I just wanted to settle this so I could get another room with my points somewhere else because I only get a small disability social security pension   she could not have rerented the room this was all my fault.

  you need to refund my ***** pts in full out of your customer satisfaction fund. I have been a member with BW for years no problems ever  I will contact the ******* states attorney if you do not return my ***** points in full. just because I am disabled and 65 does not give you and ****** the right to discriminate against me

  Business Response

  Date: 08/02/2023

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

  Thank you for your reply and additional feedback.  Again, I am very sorry for this unfortunate situation.

  The most we can do is ****** points to settle this with our office.  I have posted them to your account, and you will see them in the next 24 hours.

  We understand your desire to resolve this situation to your satisfaction, however,we have reached the extent of our ability to assist, and our office will not be able to discuss this matter with you any further. If you would like to pursue this matter further, you will need to do so through publicly available resources.

  Thank you again for bringing your concerns to our attention.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR708551

   

  Customer Answer

  Date: 08/11/2023

  ok I will take it up with the federal and state agenies as you have requested for the other **** pts the hotel manager should have added the full amount the first day that I left..