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. has 54 locations, listed below.

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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:10/06/2022

  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 best western on 9/30/22 until 10/7/22. During my stay I was harassed by the staff they continually kept asking if my friend was staying with me and I kept telling them no and then there were stains on the blankets and when I asked to get new ones the staff kept giving me attitude which started making me feel uncomfortable then they didnt bring them until close to midnight. Saturday I made some hot dogs in the microwave for my 9 year old daughter and accidentally burned the food it didnt cause a fire but, it didnt have smoke which triggered the smoke alarm. The firefighters came and turned it off. The next day which was Sunday 10/1/22 I got a call exactly at 10:36 a.m the manager called telling me I got to leave because I was smoking which I wasnt i tried to tell her it was from the food but, she wasnt even trying to listen to me she kept accusing me and not allowing me to talk. So I asked her will I get the remaining of my money she told yes I would. As I started putting my stuff in my car, I was standing outside of my window I had asked my daughter to pass me my small book bag which had my insulin in it and the maintenance man said we cant pass nothings through the window I apologize I let him know it was just a small book bag with my insulin. Thats when the manager started walking to my room and started yelling Im going to check your room which i responded it is fine. As we approach my room she then see the ac unit the plastic part was broke but the thing is when I got the room the plastic part of the unit away already broken I just didnt say anything because it was still working and I didnt think it was a big deal. I figured they knew it was broke since they clean the rooms and everything. She started yelling get the f*** off my property you bitch! Im front of my daughter then started telling me that she shouldnt have gave my daughter and I a room that we dont belong there so I feel discriminated against

  Business Response

  Date: 10/07/2022

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

  Thank you for providing your feedback to the Better Business Bureau regarding your recent stay with the Best Western Plus ***********************************.  I am very sorry to learn of this experience and can understand why this would be upsetting.  

  There is a Ticket opened for you through our ************************ on 10/5/22.   Your concerns are currently being reviewed.   You will be updated as soon as possible.

  We appreciate you taking the time to share your experience and allowing our office the opportunity to assist you.

  Warm Regards,

  *********/ Customer Retention Advocate/ ********************/ Ticket CR562408

  Customer Answer

  Date: 10/07/2022

  
  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:09/28/2022

  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 the 19th of September 2022 my room was attempted entry by an unknown person then we where moved into another room 110 and the room was entered by key due to hotel booked room twice and told us to leave immediately or we would be arrested even though we paid and night before our room almost broken into. Then on the 27th of September of 2022 we had a gun pulled out on us and we are being told by Best Western Corporate they will do nothing.

  Business Response

  Date: 09/29/2022

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

  Thank you for providing your feedback to the Better Business Bureau regarding your recent experience with the SureStay ********** by Best Western ********** North on September 19, 2022.  I am so sorry to learn about what took place during your stay and can only imagine how upsetting this was for both of you.

  Our records show that you contacted our ******************** yesterday (9/28) and your concerns were immediately documented and addressed.  You were advised that due to police involvement, our office would not be able to be involved with that aspect of your concerns.  You will need to contact the local police department in ********** to further discuss the police report that was filled out on your behalf.

  Regarding the billing concerns, our office has forwarded all the details to the hotel manager and we are currently waiting for a response from them.  As stated to you yesterday, you will be immediately contacted once we receive the hotels response.

  We thank you for your continued patience while we review this matter with the manager of the SureStay ********** by Best Western ********** North.

  Warm Regards,

  *********/Customer Retention Advocate/********************/ Ticket CR558553

• Initial Complaint

  Date:09/19/2022

  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.

  Made a reservation with the incorrect date. No problem remade with the correct date MORE than 2 months before trip. I review my reservation MORE than 1 month to trip and find the reservation i cancelled is still on the account, I called the customer service number, and asked. Why it never cancelled when I immediately cancelled after processing. The rep advised me of policy. When asked WHERE in the reservation process it mentioned non-refundable as soon as it was placed he had not reply. I advised no worries I would call corporate. THE WORST PART HE PUTS A NOTE ABOUT OUR INTERACTION ON MY RESERVATION that I'm rude!! Absurd. I'm upset about MY money. This was uncalled for. First time customer

  Business Response

  Date: 09/20/2022

  Dear Ms. ***************** you for contacting our office through the Better Business Bureau regarding your upcoming reservation with the Best Western Airport Inn Suites in *******, **.  I am very sorry to learn of this situation and can understand your frustration.   I called you at the following number a few minutes ago and received your voicemail:  **************.    I left you a detailed message with my contact number.

  ************     Your Ticket number is CR554113

  I look forward to your return call and to discuss your concerns further.

  Warm Regards,

  *********/Customer Retention Advocate/********************

  Email:  **********************************

   

   

• Initial Complaint

  Date:09/02/2022

  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.

  After exploring the Best Western (**) website, I booked for a business trip via Klarna, who told me to contact hotels.com with my compliant, who instructed me not to contact the hotel. ** is unresponsive to the Hampton ******************************** has requested documentation 4x and now states that I must contact **, after wasting two months time. On 7/20-7/22/22 I stayed at the Best Western (**) in ************, **. I am requesting a full refund, which Hotels.com stated had to be approved by **; a representative spoke with them, and it could not be approved until the manager returned. I received a letter from Hotels.com several weeks later stating that ** is sticking to their cancellation policy, which has nothing to do with my complaint. Enroute to my room my 360-degree luggage repeatedly entangled in the torn carpet, and I had to pull it behind me causing pain where Ive recently had multiple spinal surgeries. I immediately tried to find other lodging after I entered the room & started itching but all hotels in that area were booked. I called the desk, and the short, Caucasian male (vaguely recall dark blonde hair) bought me a sheet set to put on top of the spread to help stop the itching, which did not work. I itched both ***************** in the room. A train ran directly behind my window at 8 pm and 12:45 am daily. I could not take a shower or bath because of the filthy bathroom which the housekeeper told me she could not do anything about because the stains on the mat inside the tub & white soap scum looking stuff on the ************* does not come off; the shower grab bar was rusted & dirt was all around the bottom of the walls, which were peeling in several places in the bed ************ was no smoke detector as VA law Sect. 15.2-922 requires. I didnt know if a rat or a hand would come under my door with it being 3 inches off the floor! Room condition, **************** is misrepresented online! The ** needs to authorize my refund after such trauma

  Business Response

  Date: 09/19/2022

  Dear *************************,
  
   
  
  I hope this message finds you well.  I would first like to sincerely apologize for the delay with providing you a response regarding your concerns with the Best Western ******************************.   We are currently experiencing a high volume of correspondence and doing our best to answer them as quickly as possible.  It does not excuse the delay, however I wanted to let you know why there was one.
  
   
  
  I would like to extend our appreciation for contacting our office through the Better Business Bureau regarding your experience.  The feedback we receive, positive or otherwise, is essential in fulfilling Best Westerns commitment to providing superior customer care.   I am so sorry to learn of your experience with the Best Western ****************************** and can understand your disappointment. 
  
   
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will be working locally with our property to improve quality and services.  We will make sure that the hotel will not face this type of issue anymore.
  
   
  
  To make up for the negative experience, I would like to send you a Best Western Travel Card for $100.00 to cover the first night of your reservation.  You may use the gift card at any Best Western property and the card will never expire or depreciate in value.   I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with Best Western ************ again.  You will receive the card by email in 2-3 weeks.  Please let me know if you would like the card sent to the following email address: *********************
  
   
  
  Thank you for your loyalty and patronage to Best Western.  We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our Best Western properties soon, hoping to make it a pleasant stay for you.
  
   
  
  Please let me know if you have any further questions or concerns.

  Customer Answer

  Date: 09/19/2022

  This is not an acceptable response to my refund  request for my traumatization by their brand ambassador in ************, **. I do not plan to stay at Best Western ever again and want a refund of my money - not a gift card in an attempt to appease me. Fortunately, I have traveled around the U.S. and never encountered such delapidated accomodations as this Best Western  and they should return my money. If there would have been vacancies at other hotels in this touriust area I would have obtained one immediately so continuation of my meeting attendance but there were none - and I shouild not have to pay them to traumatize and inconvenience me. Worst stay ever! I want my money refunded.

  Business Response

  Date: 09/20/2022

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

  Thank you for your reply.   I am very sorry for this situation.  Our office is unable to provide you with a full refund of your two night stay.   Our office can change the gift card offer to a refund check for the $100, which covers the first night of your stay.   Please let me know if you would prefer the refund check instead and please confirm your mailing address to send the check to you.

  Thank you kindly and I look forward to your reply.

  Warm Regards,

  *********/Customer Retention Advocate/ ******************** 

  Customer Answer

  Date: 09/26/2022

  
  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:08/31/2022

  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 booked this best western hotel because the corporate worker told me that it was on the beach. When I arrived, I found out that I was completely lied to. The hotel was over 20 minutes away from the nearest beach. The hotel told me only corporate could deal with this issue so I called them. The lady I talked to was extremely rude but told me that she could transfer me to a best western on the beach. After listening to her for a long time, she said that she forgot to tell us that it would be an extra $300 to do this and we would have to **** over 40ish minutes to get there and pay for that. After many many called corporate went back and listened to the 2 calls that I had major issues with and confirmed that I was in fact lied to. They are now saying that they don’t deal with money and so they cannot give me any money back except for $60 to use for another Best western stay. They admitted to lying to get me to book a stay and wasted my time and money. I don’t want money to go towards best western, I never want to book with them again and I want my money back.

  Business Response

  Date: 09/01/2022

  Dear Ms. ****,

  Thank you for contacting the Better Business Bureau and sharing your experience regarding your reservation.   I am so sorry about this situation and can understand your frustration and disappointment.

  After further review, I would like to increase the gift card offer to $100.00.  The Travel Card is universal and can be used at ANY Best Western property.  The card will never expire or depreciate in value.   Please let me know if you would like the card sent to the following email address:  ***********************

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

  Sincerely,

  Elizabeth/Customer Retention Advocate/Best Western International

  Ticket ********

  Customer Answer

  Date: 09/01/2022

  I have attached a couple of the ****s that we’re taking on this trip because we were lied to. I have the rest of them and they equal over $250 in **** rides because we were not on the beach. Best western corporate confirmed that I was lied to so I was this amount back refunded to my card. I do not want a $100 best western card. I will take further actions since there is proof of false advertising of a location for a sale. I would have never stayed with best western if they didn’t tell me that it was on the beach. It was confirmed multiple times in the phone call and the other call that I had them listen to proved that the woman was extremely rude and unprofessional and also lied to me. I was also told after the call reviews they they would call me a week and a half later and they never did. I had to call back multiple times and each time was lied to. 

  Business Response

  Date: 09/02/2022

  Dear Ms. ****,

  Thank you for your reply and additional information.   Instead of the Travel Card for $100, I can issue and send you a refund check instead for the $100.00.   Our office did receive your **** receipts totally $93.98.   Please provide me with your mailing address to send you the $100 refund check.    The refund check will not exceed $100.

  I am very sorry about this experience and glad that you have brought this to our attention.   If you have any further questions, please let me know.

  Sincerely,

  Elizabeth/Customer Retention Advocate/ Best Western International/ Ticket ********

   

  Customer Answer

  Date: 09/07/2022

  I appreciate you doing the refund but I sent your office the **** receipts totaling over $235 dollars. Can you at least refund that to me? I emailed it after talking to Heather at your office. it went to the customer.relations email. Let me know if you need me to resend the receipts.

  Business Response

  Date: 10/14/2022

  I have issued the guest a refund check for $100.
  
  It will be sent to the mailing address she provided, and she will receive the check in 2-3 weeks.
  
   
  
  Please let me know if there is anything further needed.
  
   
  
  Warm Regards,

  Customer Answer

  Date: 10/14/2022

  
  
  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:08/04/2022

  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 hotel room on 7/23 at the **********-*******, ** Best Western. The pictures online looked great. It included a hot breakfast, a pool and enough sleeping room for all of us. We arrived around 3pm. The lobby was filthy. Crumbs on floor and tables as if it still hadnt been clean from the breakfast. The cabinet door was hanging by one hinge. I checked in at the counter. I tried to put my bags on the **** hop cart and I could not use because the tires were flat. My family carried our bags to the elevator. The elevator looked much like **************, very dirty and the light was dim and flickering inside. We entered the room to complete disappointment. We had reservations in *******, so we couldn't spend much time in the room. We came back to the hotel around 8pm. We went and looked at the pool and the pool was very cloudy, greenish, and there were candy wrappers floating in it. We went back up to our room and pulled out the sleeper sofa bed to find food behind the bed and the mattress stained with what looked like blood. My wife started crying and told me that we can't stay here, its not a safe place to sleep in post pandemic and she didn't want our kids in the pool. The beds had ripped sheets and mattresses, dirty pillow cases, and so much black mold behind the wallpaper that was falling down under the widows. My son is asthmatic so this was a problem. We asked for our money back. The front desk clerk informed us they would keep $20. We were so upset, we agreed and were on our way home, a 5 hour trip at 9pm with 3 kids. Two hours into the drive I got a call that we left our bag in the room containing toiletries and RX's. I was told it could be mailed to us at our expense later in that week when the manager was back in. We had to turn around and go back, 2 hours wasted but could wait a week. Our 5 hour ride home was know 9 hours. Which could have been avoided if we weren't upset and were thinking clear. Just an awful experience.

  Business Response

  Date: 08/04/2022

  Ticket CR529106

  Sending ************** a direct email apology and offering a Best Western Travel Card and bonus points.

  The email will be sent to *******************

  I will include BBB, Jasmine ***************************************************************************************

  Customer Answer

  Date: 08/22/2022

  I am just writing to inform you that I have nor recieved the gift card I was promised and was wondering when it will be sent ok.  This is a good email address for it to be sent to.  Tha k you.
  
  ***********************
  113 ********** 
  *******, ** 14217
  ************ 

  Business Response

  Date: 08/22/2022

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

  Thank you for your message regarding your $50 Travel Card.  I am very sorry for the delay and understand your anticipation.   I will check with our fulfillment team on the status and follow up with you as quickly as possible.

  Thank you for your continued patience with our office.

  Warm Regards,

  *********/Best Western International/ Customer Retention Advocate

  Ticket ********