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:07/24/2023

  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 stayed at the Hyde Park Best Western hotel in *******. The dates of the stay were Sunday, July 2 and Monday July 3. Our original plan was to stay at the Hyde Park Best Western from Sunday, July 2 through Wednesday, July 5. Upon arrival in the late evening of the July 2, I noticed that the hotel room was in disrepair. The furniture was torn and dirty. The carpeting was worn and blackened with dirt. The room did not have proper ventilation, and smelled musty. Insects were present in the bathroom. The room was noisy between floors; we slept poorly both nights. Upon seeing the room, I wanted to go back to the car, but we had traveled all day, and were exhausted upon our arrival. There was no real way to address these issues with the hotel at the late hour. I expected a clean, comfortable, quiet, but very basic room. After the first night my husband I and spent much of July 3 arranging to move out of the Best Western and into decent, basic accommodations. We missed out on many of the activities we had planned for our trip to ******* because the room was not as pictured online. We checked out on Monday, July 3. I was shocked at how much we paid for this this room. The price was $575.03 for two very rough, sleepless nights. On Monday, July 10 I contacted the Best Western Corporate offices in *******, **. The initial contact I had was positive. The representative listened to my complaints, and asked what I desired to resolve the situation. I asked that one of the two nights be refunded. She said she would ask for the stated outcome, and that a representative would call me back. No one called back, so I called again on Monday, July 17. At that time a representative told me that we would be refunded for July 2, and I should wait for the refund. It never arrived. I called corporate final time on July 24. At this time, another representative told me that there was no way to refund anything. I indicated that I had been told there would be a refund for July 2 on July 17.

  Business Response

  Date: 07/27/2023

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

  Thank you for providing your feedback regarding your experience with the Best Western Plus Hyde Park ******* Hotel.  I am very sorry about your concerns and can understand your frustration.

  I reviewed the ticket details (CR696171).  The hotel provided our office with a response on 7/13.  They advised our office that a refund was issued for one of the nights on 7/10.  I am sorry that you have not received the refund as of yet.   I will check with the hotel about your refund and get back to you as soon as possible.

  Thank you for your continued patience.

  Warm Regards,

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

  Customer Answer

  Date: 07/27/2023

  I appreciate the thoughtful response from Best Western. Once I receive the refund for the full cost of the July 2, 2023 overnight stay at the Hyde Park Best Western, I will happily accept the response.

   

   

  Business Response

  Date: 07/31/2023

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

  Thank you for your reply.  Our office did receive a response from the hotel manager ***********  She advised that you were contacted directly to discuss the situation.  She advised that you were issued a refund for the unused night, and you confirmed that you did receive that refund.   You advised her that you were waiting for another refund for one of the nights that you did stay, however the hotel has no record of this offer.

  I read over the Ticket notes (CR696171) and I think I found the confusion.  When the hotel responded to our office, they only advised that they issued a refund for the night that you did not stay, and no further refunds were being offered.  Our office did let you know of the refund the hotel issued to you for the unused night.

  Per the hotel general manager, they are not issuing any further refunds.   As a good will gesture from our office, I would like to send you a Best Western gift card for the amount of $100.00.  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 card to be sent to the following email address:  ******************

  Thank you kindly and I look forward to your reply.

  Warm Regards, *********/ BWH Hotels Customer Relations 

  Customer Answer

  Date: 08/07/2023

  I feel disappointed with the response submitted by Best Western. No one is taking responsibility for the very dirty, uncomfortable, and poorly-maintained state of the room we booked at the Hyde Park location. I have not heard anything regarding Best Western's intentions to remedy the substandard conditions at Hyde Park. I assume the room we stayed in at the Hyde Park location is not the only one within the hotel in such a run-down, dirty condition. Fortunately, we were able to find clean and comfortable accommodations elsewhere, but it did take a substantial amount of time and added cost to our trip. Not everyone who walks into that room will be able to do this. What if a family with small children had booked that room, expecting a basic, but clean and comfortable room for their children? ? No child should be crawling around on a hotel floor in that condition, or sleeping on furniture that dirty. There needs to be a disclaimer or a warning attached to rooms which the hotel is not maintaining. 

   

• Initial Complaint

  Date:07/21/2023

  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.

  My credit card was charged the full amount of a 1-night stay (June *****) at Best Western ******** Inn despite having fully prepaid with ********* cards. See one of the screenshots for confirmation number and reservation details. The $135.04 credit card payment has been posted, so it is not a hold. The ********* cards used have had their balances reduced. I would like to have the credit card charge refunded since the reservation was already paid in full with gift cards. I contacted the hotel on June 22nd and a staff member told me I should get a call from management on June 23 or 24; however, I never received a call back.

  Business Response

  Date: 07/26/2023

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

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

  I reviewed the Ticket notes CR692132 and our office did receive a response from the hotel manager on 7/22.  The manager advised that a refund was processed back to your card and the stay was charged to the Travel Card you provided to the hotel.

  Please let me know if you have any further questions or concerns.

  Warm Regards,

  *********/ BWH Hotels 

   

   

  Customer Answer

  Date: 07/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the mentioned refund on July 25th and consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:07/18/2023

  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 the Best Western ************ for 2 weeks. I rented 2 rooms. At check out I asked for a final receipt and was given one with a zero balance due. Then 30 days after check out on May 26, 2023 my credit card was charged an additional $50. This is the second Best Western that scammed me with after check out bogus fees. Must be part of the Best Western scam the consumer policy

  Business Response

  Date: 07/18/2023

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

  I hope this message finds you well.  Thank you for your message sent to our corporate office regarding your experience with the Best Western Inn at ************.    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 Inn at ************. 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 CR701383

• Initial Complaint

  Date:07/16/2023

  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.

  Had a reservation for a hotel room in ******** **. Upon entering room so many issues, missing shower head, no *****, room smelt awful... bathroom didnt drain at all!!! We where moved to the only o ther avilable room which was a king ... we needed a double or two queens. had to sleep onm the matress. the hotel was not prepared for guess. i filed a complate threw best western 800 number provided ticket cr673773 and never was contacted *** hotel. I jsut want my money back!

  Business Response

  Date: 07/17/2023

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

  Thank you for including our office in your message sent to the Better Business Bureau regarding your recent experience with the Best Western Sundowner on May 27, 2023.   I am very sorry to learn of your concerns and can understand your frustration.

  I read over the Ticket notes (CR673773).  The hotel manager submitted a response to our office on 7/12/23 and assured us that they sent you a direct email regarding your dissatisfaction.  Please let me know if you received their email and if you have any further questions.

  I look forward to your reply.

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

• Initial Complaint

  Date:07/15/2023

  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 reservation with Booking.com and had to cancel two days before the scheduled reservation. This is located in ********, *****. The "hotel" had Motel 6 in the header, not Best Western, which was concerning when I canceled because of the booking never mentioned Motel 6. I reported this to Motel 6 and they denied any involvement with this hotel in Lewiston.On July 6, I called and canceled and confirmed my cancellation with booking.com. The time frame was 48 hours, and booking.com never mentioned specifics associated with cancellation. They allowed me to cancel and after speaking with customer service they said I would be refunded. The company message, after I called and canceled regarding a major COVID-19 outbreak and informed customers they would need to bring hand sanitizer etc. I support my elderly mother and that was concerning. I called after receiving a text message from the company, and the manager/staff worker was rude and laughed and said we have your money and there is nothing you can do. I mentioned what booking.com said and he laughed and said it is my decision. After reading the ****** reviews, several people mentioned having their stuff stolen (i.e. apple earbuds). I can definitely resonate with that because the manager confirmed my cancellation and I followed the process and then laughed at the prospect of me getting my money back. I will ensure that the three major universities and the companies in the triangle never do business with this company because this is absolutely unacceptable behavior. They stole money and laughed about it. I have posted this to all of the listservs. How can a company steal from people and the owner laugh about it? I confirmed my cancellation and he said well we got your money anyway. DON'T do business with best western. They are thieves. The booking.com site promises 24 hours to cancel, and I canceled within 48 hours. I have reported as a scam and encouraged credit *** to discontinue business with Best Western.

  Business Response

  Date: 07/17/2023

  Dear Mr. **************** you for providing the Better Business Bureau with your concerns.  I am very sorry to learn of your concerns regarding the SureStay by Best Western Lewiston.

  I would like to extend our appreciation for contacting our office regarding your experience with the SureStay by Best Western Lewiston. 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 Customer Relations/ Ticket ********

   

   

  Customer Answer

  Date: 07/20/2023

  I called and canceled on the sixth and confirmed with booking afterward. This is the usual game the company has played. I have emails from booking disputing this. The issue is with the hotel. Either way, I will ensure that everyone at my company knows not to do business with either. This is a shady company and this confirms it. 

  Business Response

  Date: 07/26/2023

  Dear Mr. **************** you for your additional feedback.  I truly am very sorry about this situation.  You will need to work directly with the original booking source.  Perhaps Booking.com needs to contact the hotel manager on your behalf.

  I am sorry that our office is unable to assist you further.

  Warm Regards,

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

  Ticket CR700228

• Initial Complaint

  Date:06/26/2023

  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.

  My girlfriend and I stayed in your hotel at ************************************************. On may 30th of this year. During our stay there. There was a shooting near your hotel. At which time I was sitting on the stairwell of ur 3rd floor and a bullet penetrated your VERY thin stairwell wall and missed my head by about 10 inches hitting the wall next to me. And falling right next to my leg. I could have very easily been killed. I made many attempts to speak with your staff while I was there to see if they were willing to at least do anything about this situation. To which I was basically told. This isn't our problem. Well the 5 attorneys I spoke to STRONGLY disagree. There's about 50 different reasons why this in fact IS your companies problem. So this is my LAST attempt to be made whole from this situation. I'm willing to sign a NDA and a liability releasing form IF I am made whole from this. I was simply enjoying my time at your hotel. When a small caliber bullet was able to penetrate your wall and very nearly hit my head.

  Business Response

  Date: 06/27/2023

  Dear **************,
  Thank you for contacting the Better Business Bureau regarding your concerns with the Best Western Downtown *******.  I am very sorry to learn of this very upsetting and scary incident that occurred during your stay.   I can only imagine how frightening that must have been for you.  I am glad to know that you are safe and unharmed.
  You contacted our office on May 31st, and your concerns were documented and sent to the hotel manager for review.  The hotel manager did respond to our office.  General Manager ****************** advised that she spoke directly with you regarding the incident.  She advised that you were looking to extend your stay and requested the room to be complimentary for 2 nights.  She explained that she was unable to do that and the incident that took place outside of the hotel was beyond their control.  The hotel is no longer able to assist you and will not continue to respond.
  I am very sorry that this is 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, BWH 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. 
  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,
  *********/ BWH Hotels/ Customer Relations 

  Customer Answer

  Date: 06/27/2023

  I will move forward with legal action against your company then as many attorneys have agreed Best Western holds liability for the safety of their guests and quality of the construction of the walls. I tried to offer the opportunity to make it right. But like most large companies you guys won't care until a lawsuit is filed. Not sure why anyone would rather pay $300,000 in a year then make someone whole without them suing. But. Your choice I guess. 

  Business Response

  Date: 06/28/2023

  ****************** response has been updated to the Ticket (CR671518) and shared with the hotel manager of the Best Western Downtown *******.    No further response will be provided going forward.

  Sincerely,

  *********/ BWH Hotels 

• Initial Complaint

  Date:06/26/2023

  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 June 22nd my husband, *****, and I arrived at The Best Western DownTown ****** **. We were told we owed $150.00 for the pet fee...this was never communicated to usuntil we arrived. We were overcharged by Priceline, by $100 + dollars above their quoted amount and now $150 additional.Arriving in the room I checked out everything, and noticed a very small bug in the bathtub, and thought it was a fire ant and removed it. The 2nd evening there fireworks were being fired off in parking lot. Following numerous phone calls someone came spoke to person shooting off tfirecrackers and it quieted down.On June 22nd, we ate at an outside restaurant on the docks in ******* **** we returned to the room we noticed we had what looked like bites, and thought they were from eating outdoors. Last evening (11:30) my husband noticed a small bug, I looked at it and identified it with an online site as a Bed Bug, . We pulled down the sheets and there were several bed bugs, all different stages of life in the bed. I called the desk twice for help. Finally someone came and gave us a key for another room...I had to ask for large plastic bags to put our belongings in and to secure to prevent bugs from entering our home.Another BB in the crevice of the wall in bathroom.. Another guest him bedbugs, that guest checked his room and sure enough he had bedbugs as well and was given a room change.June 26 I went to check out one evening early. The clerk told me an employee had reported there were no bugs. I have photos that I will attach for your review. She told me it was Monday and no management would be there for hours. She was rude and aggressive and said they would call me.It is now 1:30 no call. My husband and I have bites, have had to dispose of carry on bags, some clothing and our getaway was cut short.

  Business Response

  Date: 06/27/2023

  Dear ******************,
  
  Thank you for your email sent to ************************* regarding your recent stay.  While ****************** is aware of your concerns, she has asked me to follow up with you on her behalf.  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 Downtown Stuart.  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,
  
  Elizabeth  | Customer Retention Advocate | Customer Relations
  BWH ***********************
  ***************************************************************
  P: ************ | bwh.com

• Initial Complaint

  Date:06/09/2023

  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 have a free night award #**********, which unfortunately expired after I used it for a reservation at the Best Western Plus *******-Tahoe Hotel (Confirmation Number: *********), which was subsequently canceled due to heavy snow and road closure. It was not my fault and I could not rebook a new hotel before the free night expired. I asked them to reactivate my expired free night but they refused.

  Business Response

  Date: 06/13/2023

  Ticket CR679565

  ******************* contacted our office on 3/13/23 and it was explained via email that the voucher could not be replaced once expired.  As a good will gesture, ***** bonus points was awarded to their account.

  We apologize for this situation, however once a voucher expires, it cannot be replaced.

  Sincerely,

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

  Customer Answer

  Date: 06/14/2023

  
  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,
  
  Shaojie Ye
  
   
  

• Initial Complaint

  Date:06/09/2023

  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.

  See attachment showing communications sent to corporate Best Western ************************ Absolutely no acknowledgement or response from Best Western as of todays date.

  Business Response

  Date: 06/13/2023

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

  Thank you for providing your feedback to the Better Business Bureau regarding your stay back in January at the Best Western Premier Ivy Inn Suites (January 31, 2023, for 17 nights).    I did review your letter and the email exchange between yourself and the hotel manager.  I am very sorry about your experience and dissatisfaction.

  Whereas I understand that you are not asking for a response from the hotel manager, our policy is to share all guest feedback to the hotel's management and ask them to please respond to our office.   Our office will provide the details to the hotel manager, including your request (points refund).  As soon as we receive a response from the hotel manager, I will follow up with you right away.

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

  Sincerely,

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

  Customer Answer

  Date: 06/17/2023

  *********,

  I understand you are going back to the ** hotel in ************* to get a response and that is ** policy.  My position is I gave the hotel more than 3 chances to address the unruly guests and their children on multiple weekends and then followed up with the hotel manager. At no point was their proper follow-up or an offer to make things right. When I realized the hotel management and much of it's staff had little to no regard for those respectful guests who only wanted a reasonably quiet and comfortable stay, I wrote ** corporate. After not receiving a response from ** corporate in a reasonable time frame, I had no choice but to take this issue to the BBB. This was something I was forced into due to the actions of numerous ** representatives.

  ** and it's executive management team should be ashamed and appalled by their performance. Frankly speaking, given how this issue has played out, my requests for partial points refund is nothing. The inconvenience and time I have wasted on this situation is an insult to my commitment I made to ** in 2022 and when I earned the majority of my points.

  ****** proceed with their review and investigation as they see fit but please understand this - I left the ** property in **** ******* and moved to another property where I have been ever since. This property gets it and holds guests accountable for breaking the rules. I'm currently working a long-term job in *******. With that said, due to this experience alone, ** lost 4 months of business 

  Regards,

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

  Business Response

  Date: 06/19/2023

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

  Thank you for your additional feedback.  The hotel has until Friday 6/23 to respond to the Ticket.   I will follow up with you again on Friday.

  Thank you for your kind patience.

  Sincerely,

  *********/ BWH Hotels 

  Ticket CR679535

  Customer Answer

  Date: 06/28/2023

  I received a personal email direct to my email address on account with **********************. Their offer for resolution was significantly less than my reasonable request. Below is the content of my response back to Best Western...

  *********,
  In my letter to Best Western and my Better Business Bureau (BBB) claim I requested half of my points for all the weekend days be refunded. That was explicitly noted as ****** points. You have offered ****** points. Given the situation, the improper handling of the situation by the hotel in February 2023, the refusal by Best Western corporate to respond to my letter which forced me to address with the BBB, and now with the hotels final refusal to respond to corporate Best Western ************** I am beyond disappointed with this offer.  Please put yourself in my situation. I asked for a reasonable resolution that took over 4 months to properly address and now my experience and time are being diminished even further. While I thank you for your time, I do not consider this a proper resolution and will need to respond to the BBB accordingly.
  
  What I will leave you wish is this - Best Western Corporate experience with the ************ Best Western Ivy Inn confirms what I dealt with in February. Their refusal to respond to Corporate about a significant failure to deliver a basic level of comfort and service speaks volumes about the "culture" of the hotel. That culture is driven from Management. I can only hope this issue is addressed properly with the hotel and their Management is held accountable. Unfortunately I have little faith that will be done.
  
  Regards,
  ***********************

   

• Initial Complaint

  Date:05/12/2023

  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 was scammed at the Best Western Plus ******* Orange County Hotel. They charged me for a towel that was not used. Somehow a towel got a bad stain on it but we used our own towels from home during our stay. Mind you, we checked in at midnight and checked out around 9am. There was no way we caused that stain. The hotel management is refusing to remove the charge. The housekeeper and any other employee needs to be held accountable or looked into. Very disturbing. In addition, we did not have any food or anything except our luggage. The picture attached looks like a stain that came from food!

  Business Response

  Date: 05/16/2023

  Dear ************,
  Thank you for providing your feedback regarding your recent stay with the Best Western Plus ******* Orange County Hotel on May 10, 2023,for 1 night.  I am very sorry to learn of your concerns and can understand how upsetting this is.
  I reviewed the Ticket notes (CR662208) regarding your complaint.  As each Best Western property is privately owned and managed, our office does not become involved in their day-to-day operations.
  Unfortunately, our office is unable to determine if the soiled towel came from you or another guest.
  Whereas I understand this is not the response you were anticipating,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 Plus ******* Orange County Hotel.  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,*********/ Customer Retention Advocate/ *** *********************** 

  Customer Answer

  Date: 05/16/2023

  The fact that there is no way for you guys to determine if that was our towel or another guest is beyond scary. Im terrified to stay at another hotel because of this incident. The housekeeper should be fired or watched over. Unless this is a order she has to follow in order for the hotel not to pay for replacements. Some other reviews are also talking about things they have been charged for that isnt true as well. I know I cant speak on other but from my own experience, I want to believe them. Shame on this hotel. 

  Business Response

  Date: 05/17/2023

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

  Thank you for your reply and additional feedback.  I will update your Ticket (CR662208) and forward your message to the hotel manager for review.

  I truly am very sorry about this unfortunate situation and understand your frustration.

  Thank you again for sharing your experience with our office.

  Warm Regards, *********/ Customer Retention Advocate/ BWH ***********************

  Customer Answer

  Date: 05/23/2023

  I hope the manager tries to resolve this issue before it happens again. I am complaining because this experience has truly impacted me in ways that you cannot believe. I am now terrified to book with any hotel company because of this incident. I just feel like the housekeeper takes orders from someone higher up in the company. Theres no way she found the towel in our room or thought it was a. mistake. Maybe the company wants to use guest as a way to pay for some items they want to replace. Also, the money that the hotel took away is the least of my worries. Its the fact that its a lie but thank you for your concern though. As I have mentioned, may the situation be resolved within the establishment and may the housekeepers be more trained/disciplined.