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:05/04/2023

  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 reserved a room at the Best Western, ********************************************************, 4/20, 4/21, 4/22. The first night I was awakened by a cockroach on my face. I also saw others. My traveling partner (room next door) also had bugs in her room. We attempted to look for another hotel in the area (went to several) but all were booked. The gentleman at the desk said he would look for another room for me but then went into another room to speak to a manager on the phone. He returned saying there were no rooms. I later told him I could not stay in that room and if he saw me sleeping in the lobby, that would be the reason. He later called and said he "worked his magic" and found me a room. When I checked out, I asked for compensation just for the one night that I slept with cockroaches. The manager denied that request. She gave my traveling partner $25 off her bill because she had other type bugs in her room. I told her I wanted the $25 off my bill, figuring that I would dispute the rest of the one-night charge, and she said she would deduct $25, which she did not. I was charged $458.80, the original quote for 3 nights. I think I should get a refund of $152.93 for the night that I endured cockroaches in my room and bed. This is just common courtesy and good customer service. I did not get what I paid for and also had the inconvenience of having to change rooms. Had another hotel been available, I would have been gone.

  Business Response

  Date: 05/05/2023

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

  Thank you for providing your concerns to the Better Business Bureau regarding your stay with the Best Western *********** & Suites located in ****************, ** on April 20, 2023, for three nights.   The BBB has provided our office with your concerns for review.  The feedback we receive, positive or otherwise, is essential in fulfilling Best Westerns commitment to providing superior customer care.   I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you.

  I searched for a reservation in our system under your name for arrival date 4/20/23 for three nights, however I was unable to locate the booking details.  I did find your Rewards account; however, the reservation is not listed.   By any chance, was the reservation booked under a different name?

  I have escalated your concerns to the hotel management and have asked them to please review the details of your complaint and provide a response to our office as quickly as possible.  As soon as I receive the hotels response, I will follow up with you right away.

  Thank you again for providing your feedback and for allowing me the opportunity to assist you.

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

  Ticket Reference: CR658578

• Initial Complaint

  Date:05/01/2023

  Type:Product 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 checked into B/W SureStay Plus Hotel ***** ** on 2/2/2023 for a 3-day stay. When I presented a $50 Travel Card the receptionist checked with his manager, then stated they do not know how to process the Card. I assumed they would figure it out later. The charge for the room was $444.84. At checkout on 2/5/23 I received an invoice for that amount; the Travel Card was not applied. The manager was not on site to address the issue, so I left assuming I could apply the card at my next hotel stay.On 2/8/2023--three days after checkout-- I noticed my bank account was debited $50 by the hotel. I assume it was an attempt to apply the Travel Card; it should have been a $50 credit, not a $50 debit. I called B/W Customer Relations; they confirmed the Travel Card was "consumed", no longer valid. So at this point I lost the $50 from the Travel Card, I lost another $50 from the debit, now I was out $100. After about two months of long conversations with B/W Customer Relations, multiple emails in which I sent documentation and detailed explanations (I never received a response from any of them), and conversations with the hotel manager, he finally understood the credit/debit error and reversed it. At this point I was still out $50 because of the "consumed" Travel Card. My last email to B/W Customer Relations asked that they re-activate my Travel Card as a way to close the issue--no response.I have made numerous attempts to resolve this issueseveral hours on email, phone calls and texts--all documented under Ticket #CR616701. I am a very-long-time Best Western Rewards member, Diamond Select level. My loyalty to the brand appears to be meaningless.

  Business Response

  Date: 05/02/2023

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

  I hope this message finds you well.  Thank you for contacting the Better Business Bureau and providing your feedback regarding your experience with the SureStay Plus Hotel by Best Western ***** University.  I am very sorry for this situation and can understand your frustration.

  I reviewed the Ticket details of your case; CR616701.   In order to resolve this for you today, I have issued you a Best Western Travel Card for the amount of $50.00.  This is to replace the one that was used, but not applied to your stay.   You will receive the gift card in 1-2 weeks to the following email address:  ********************

  Thank you again for allowing our office to assist you with your concerns.  If you have any further questions, please let our office know.

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

  Customer Answer

  Date: 05/03/2023

  
  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.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:04/23/2023

  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 have stayed multiple times at two Best Western locations in South ********* one was in San Ysidro and the other was in *********** **********. Both of these locations were very awkward and uncomfortable for me many times. First its their staff barging into my room without knocking or any type of warning that they are coming in. No privacy at all every time I stayed they had staff on both sides of my room being very obvious that they are trying to interfere with my stay and would be listening to every word I was saying and felt like I was being spied on by their staff for no reason. This was such weird behavior on their staff that I was noticing this every time I would stay as a guest at their hotel. I want to confront these two locations for all the times they did this so Im doing it by contacting your complaints department before I take the next step. I want a refund for all the times I stayed and didnt not enjoy my stay that I was so furious about it I could not sleep every time. The first location is Best Western Americana and the second location is Best Western Otay Valley. Thank you.

  Business Response

  Date: 04/24/2023

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

  I hope this message finds you well.  Thank you for your message regarding your concerns with two of our Best Western locations in the ********* area.   Best Western ***********/Otay and the Best Western Americana Inn.  I am very sorry to learn of your dissatisfaction with each location and can understand your frustration.

  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western ***********/Otay and the Best Western Americana. The feedback we receive, positive or otherwise, is essential in fulfilling Best Westerns 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.

  The Ticket numbers for each location are as follows:

  Best Western ***********/Otay:  Ticket CR653111      Best Western Americana:  Ticket CR653117

  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,

  *********/ Best Western Hotels & Resorts

   

   

• Initial Complaint

  Date:03/27/2023

  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.

  I had a reservation at this hotel. I canceled 15 days before the stay was to occur. The hotel has an apparent policy that you need to cancel the stay over a month before hand, other wise they charge you for 1 day of your stay. This hotel charged me for the entire stay because they made an error with the cancelation. When this was pointed out to them, they were willing to correct the 2 subsequent days they charged me for but not the first. Due to two errors on this hotels part, one not canceling my stay properly and two charging me for the full amount, this caused financial hardship on my part. This business was not interested in correcting the problems they caused.

  Business Response

  Date: 03/30/2023

  Dear Mr. *****,

  Thank you for providing your concerns regarding one of our Best Western locations.  I am very sorry about your experience and can understand your frustration.

  To better assist you, please provide the following details:

  Name and location of the Best Western property

  Arrival date

  Confirmation details if available

  Thank you kindly and I look forward to your reply.

  Warm Regards, *********/Best Western Hotels & Resorts

  Ticket CR640731

• Initial Complaint

  Date:03/26/2023

  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.

  Best western price guarantee scam!On March 18, 2023 i was looking to book a room in ***** Best Western. I went to the company booking site to check the price of a room per night their advertised price was ****** per night with best price online guaranteed or they would match any lower price found. The prices on all the other booking sites where half their price advertised i booked on Super travel for ***** per night. I read their best price discloser they make you book at their higher price first then submit a form for a price match which they say they will respond in ***** wtf ? but of course they can never seem to find the price you saw on other booking site then they will deny your price match with no intentions of ever price matching offered them screen shot and even the receipt where i had booked the lower price. this is a total scam by BW found several complaints online about this same problem. Best Western Owes me my **** reward points for a 2 night stay and my 100 travel credit as per their web site best price

  Business Response

  Date: 03/27/2023

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

  Thank you for contacting the Better Business Bureau regarding your concerns with our Best Western Low-Rate Guarantee program.   I am very sorry for this situation.

  To further assist you, please provide me with the Ticket number for your Low-Rate claim.   If you can also provide me with the name and location of the Best Western property that would be helpful as well.

  Thank you kindly and I look forward to your reply.

  Warm Regards,

  *********/ Customer Retention Advocate/ ********************************************** and Resorts

   

  Customer Answer

  Date: 03/27/2023

  Ref #******* I have included voucher from other site for stay and your cancel conformation. You really need to remove this from your web site so misleading folks.

  Business Response

  Date: 03/28/2023

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

  Thank you for your reply and additional information.  I was able to locate the claim for further review.  I truly am very sorry for this situation and do understand your frustration.

  After reviewing the details, the Low Rate specialist did process the claim correctly per the terms and conditions.  The outcome has not changed.

  As a good will gesture from our office, I have posted the 8K bonus points to your Rewards account.  You will see them posted in the next 24 hours.

  Thank you again for contacting the Better Business Bureau for assistance.   

  Warm Regards,

  *********/ Best Western Hotels & Resorts

• Initial Complaint

  Date:03/22/2023

  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 booked a 5 night stay at Best Western Airport Inn *** on ********************* The hotel said the rooms are smoke free.i have asthma. The lobby was closed down we had to walk all the way up the stairs to a ************ on the 2nd floor. We checked in, went to the room with all of our bags. The room was DEFINITELY not smoke free. We ate dinner outside of the restaurant to discuss what to do. We came back and canceled in person the same night. we checked out 2 hours later. I did not could not stay one night. I STAYED ZERO NIGHTS AND HAVE A 700 plus dollar charge pending. Because I did not receive a cancelation I called the very next morning customer service they assured me that the reservation was canceled I did not receive an email so I called the next day and noticed that the charge was pending for $700 not only Have I never stayed one single night at Best Western I now have $700 missing from my bank account. I have called 3 times I'm spending most of my vacation on this issue this is a nightmare please get my money back.

  Business Response

  Date: 03/22/2023

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

  I hope this message finds you well.  Thank you for providing your feedback regarding your experience with the Best Western Airport Plaza Inn - *********** *** Hotel.   I am very sorry for this situation and can understand your frustration.

  I reviewed the ticket notes (CR634862).  Our office received a response from the hotel manager.  According to the manager, you have been refunded and it could take **** business days to see the credit posted.

  If you have any further questions, please let our office know.  You may contact us directly at the following email address:   ********************************** or by phone: ************.

  Warm Regards,

  *********/ Customer Retention Advocate/ ********************************************** & Resorts

• Initial Complaint

  Date:03/15/2023

  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.

  On 3/9 I checked into a BW on ******************* in *************. A dog had urinated in the room and the cleaning staff mixed toxic chemicals to clean it and hide the stench. I was barely able to open the door without gagging. Within minutes I had a horrible headache. I went downstairs to get a different room but the place was booked. I said I was concerned for my safety breathing in the toxic fumes. There was nothing they could do. I had to go to a Holiday Inn and paid $400 since it was last minute. BW still has not reimbursed me for the $279 I paid to them. I expect better from a brand and I am a rewards member as well. I need resolution

  Business Response

  Date: 03/20/2023

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

  I hope this message finds you well.  Thank you for your message regarding your experience with the Best Western Airport Inn 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 Airport Inn.  The feedback we receive, positive or otherwise, is essential in fulfilling Best Westerns 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, *********/ Customer Retention Advocate/ ********************************************** & Resorts

  Ticket CR635349

• Initial Complaint

  Date:03/07/2023

  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.

  ********* BEST WESTERN PREMIER ****** EAST worst hotel ever had. Night 1 we discovered some dirty stuff on the sheets. We called early for them to change both beds, the front desk told us to call when we left; When we called again, she said they would take care of it. We stripped the beds to ensure that they were changed. We were gone all day when we came back at night, the bedding had not been changed. When I called the front desk, they said that they didnt have housekeeping on staff at that time and they COULD BRING ME THE SHEETS TO MAKE THE *** MYSELF. I then got a call back and was told that we could just move next door, so I didnt have to make the bed myself. We agreed, so we wasted time moving next door. In the new room, I could barely figure out how to turn the shower on and when I got out of the shower, I couldnt turn it off!! I called the front desk, she said there was no maintenance men at the location, but she would try and help. She came up and couldnt figure out how to turn it off. So now, we have an hour to get our concert downtown, my husband still had not showered and she wanted us to SWITCH ROOMS AGAIN! we didnt have time to move; I guess we would just go to the concert rushed and unshowered while the water was stuck on, as hot as it could be, steaming up the whole room. Honestly, just miserable. When we came back from the concert, I was instantly in a bad mood. While the water was off, I didnt feel like MOVING all of my stuff again. So we didnt. We didnt shower the rest of the stay. Checking out, they offered points and I accepted. She said we would get the *** they could give because the stay was so terrible. I still havent received any points and at this point, I dont feel like that is enough. I would like a full refund and the points. Honestly, this hotel stay ruined the whole vacation for me. No housekeeping on site after hours, no maintenance on site after hours just us. Fending for ourselves.

  Business Response

  Date: 03/10/2023

  Ticket CR630217

  Our office also received an email from Ms. ******** regarding her concerns with the Best Western Premier ****** East.  I responded to her email message, offering a Best Western Travel Card to cover one of the three nights she stayed.

  I am waiting for her reply to confirm. 

  Please let me know if you need further information.

  Regards,

  *********/Customer Retention Advocate/ ********************************************** and Resorts 

  Customer Answer

  Date: 03/10/2023

  
  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:02/23/2023

  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.

  Feb 8 stayed at hotel checked in no problems used Booking. com for reservation as well as payment for room. Feb 19 same procedure to pay for and book room different employee working at time of check in. I was told I could not use payment method I previously used for damage deposit as last time. That it was not an acceptable form of payment. Even though I had successfully used for damage deposit last time. Employee working check in office verbally told me to my face he would authorize a full refund for my $119 payment already made and charged to pay for room. on several occasions booking.com has attempted to get authorization from Best Western employee for refund they have continuously been ignored and have not received any response from Hotel. I was charged for a stay I wan not allowed to check into and had to book and pay for another stay at a different hotel to stay in that night.

  Business Response

  Date: 03/21/2023

  Hello Ms.  King,

  Thank you for your feedback regarding your recent experience with one of our Best Western locations.   I am very sorry to learn of your concerns and can understand your frustration.

  To better assist you with your concerns, please provide the name and location of the Best Western property.  Thank you kindly and I look forward to your reply.

  Warm Regards,

  *********/Customer Retention Advocate/ ********************************************** & Resorts

  Ticket CR635665

   

• Initial Complaint

  Date:02/22/2023

  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 made a reservation online with a group rate at the Best Western in ****************.On Jan 26th I received a confirmation Email for the reservation. In that email it states, "Cancellation Policy You may cancel your reservation for no charge before 04:00 PM local hotel time on Wednesday February 15, 2023 . Canceling after 04:00 PM local hotel time on Wednesday February 15, 2023 or failing to show for a reservation will result in a charge of $149.99 USD to your credit card or other guaranteed payment method. Taxes and or other fees may apply."On February 14th at 11:57PM I cancelled the reservation, and received a cancellation confirmation Email.However, on Feb. 16th I was still charged $332.98. I called the hotel and they said because it was part of a group rate there was a different cancellation policy. NO ONE told me about this new policy and it contradicts what was in the original confirmation Email, if that is true how was I able to get a cancellation confirmation?The desk clerk, **************** said she would check with the manager, no response.I contacted corporate, they said they would do something. On Feb 22nd I called corporate to follow up, they said they can do nothing, it's between me and the hotel itself.Neither corporate or the hotel is willing to honor the cancellation Email and cancellation policy stated in the original Email. Had someone called and told me the policy or told me I couldn't cancel, I would have happily still found a way to take the trip and stay at the hotel, but no one said anything. When I didn't check in, nothing, just charged my card. I am dumbfounded how the documentation I have to verify my claims is being ignored. I am hesitant to file a small claims because I'm in LA and they're in ****************, NV, but $300 is not small change for me.The festival gave, Faith or Rob at The Best Western ************** as a reference.Please help. thank you!

  Business Response

  Date: 02/23/2023

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

  Thank you for contacting the Better Business Bureau regarding your reservation with the Best Western **************** Hotel.  I am very sorry to learn of this situation and can understand your frustration.

  I will review this further and get back with you as quickly as possible.

  Thank you for your kind patience.   If you have any further questions in the meantime, please let me know.

  Warm Regards,

  *********/ Customer Retention Advocate/ ********************************************** & Resorts

  Ticket CR620396