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Business Profile

Hotels

Best Western International Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Best Western International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Best Western International Inc. has 54 locations, listed below.

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    Customer Complaints Summary

    • 208 total complaints in the last 3 years.
    • 96 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Wouldn't let one extra person stay or even offer a extra charge for that person

      Business Response

      Date: 05/06/2025

      Hello Ms. ***************** you for your feedback regarding your concerns.  In order to better assist you, we will need the following information:

      1. Name of the Best Western Hotel

      2. Location of the Best Western Hotel

      3.  Date of Stay

      4.  Valid contact number and email address

      Thank you and I look forward to your reply.

      Regards,

      *********/ BWH Hotels/ Ticket CR1021604

    • Initial Complaint

      Date:04/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      It was my birthday and I paid for a jetted jacuzzi suite with an added expense compared to a regular suite. This was on Saturday April 19th. 2025. My money was taken in the amount of $146.78 and nothing was ever said to me about how the water in the whole hotel was only halfway working. Every time I went to take a bath in the jetted tub that I paid for I wasn't able to use it cuz there was no water and you can't fill up a tub without water. And when there was water it was only cold water with no hot water so again waste of my money on a jetted jacuzzi tub that I didn't even get to use one time. On my birthday night all I got to do is sit there and stare at a tub that I wanted to use so badly and that I had paid for and couldn't use it at all. Contacted the front desk twice asking about the water situation and twice I was told it should be up and running within the hour this lasted for about 10 plus hours resulting in not being able to use a room that I paid for. And of all days on my birthday. I am highly upset I am extremely irritated and I would like to know who I can speak to regarding this matter because we went to the front desk and the woman working the front desk was extremely rude and all she said was well it's not our fault about the water which was a bad excuse. Because guess what lady it's not my fault about the water either so who's to blame here, she was quite rude and offensive and was not offering to help me out in any way shape or form and that is also very irritating so I want to know who I can speak to regarding this that I can actually get some help from cuz at this point I want to demand my money back! I was misled and I was not given any information upon check-in that they were having a water issue which they 100% should have told me. I look forward to hearing back from you and speaking to someone regarding this matter. ******* *******

      Business Response

      Date: 04/28/2025

      Dear Ms. **************** hope this message finds you well.  Thank you for your message sent to  our office regarding your experience with the Best Western InnSuites Tucson Foothills Hotel & Suites.   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 InnSuites Tucson Foothills Hotel & Suites. The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.

      This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.

      Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.

      Warm Regards, *********/ BWH Hotels/ Ticket CR1018254

       

    • Initial Complaint

      Date:04/24/2025

      Type:Product Issues
      Status:
      Answered
      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 GLo hotel in ******** ga on abercorn on 4/19-4/21. The room was not cleaned and the sink was backing up in the bathroom. When I asked front desk staff if they could send housekeeping up to take care of the room. I was told by owner that they couldnt because it would make the housekeeping staff have too many rooms to clean. I asked to cancel my reservation if they would not fix the room and the owner told me I would not be able to get a refund of my money for the room nor did anyone come up to fix the sink or clean the room. This owner of the hotel should not be able to claim the best western name brand on her hotel if she will not abide by the standards of best western.

      Business Response

      Date: 04/25/2025

      Dear Ms. **************** hope this email finds you well.  I would like to extend our appreciation for contacting our office regarding your experience.  The feedback we receive,positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.   I am so sorry to learn of your experience with the GLo Best Western **************** I-95 and can understand your disappointment. 

      This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will be working locally with our property to improve quality and services. We will make sure that the hotel will not face this type of issue anymore.

      To make up for the negative experience, I would like to send you a gift card for $50.00.  You may use the gift card at any BWH Hotels property, and the card will never expire or depreciate in value.   I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with BWH Hotels Brand again.  You will receive the card by email in 7-10 business days.  Please let me know if you would like the card sent to the following email address:  ****************************

      Thank you for your loyalty and patronage to BWH Hotels. We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels  properties soon, hoping to make it a pleasant stay for you.

      I look forward to your reply.

      Sincere Regards, *********/ BWH Hotels/ Ticket CR1014553

       

    • Initial Complaint

      Date:04/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 25 th I checked in at best western ****** in ********* ca. I got charged $477.46 and also got charged $247.77 I called multiple times and was told it was gonna be released back to my account. Its been almost a month and havent received anything. As a diamond select member I would expect better customer service.

      Business Response

      Date: 04/22/2025

      Dear Mr. **************** hope this message finds you well.  Thank you for your message sent to our corporate office regarding your experience with the Best Western  Plus Island Palms Hotel & Marina.     I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 

      I would like to extend our appreciation for contacting our office regarding your experience with the Best Western  Plus Island Palms Hotel & Marina. 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 CR1015648

       

      Customer Answer

      Date: 04/22/2025

      Matter still hasnt been resolved by business and waiting on resolution .  Not releasing funds back to my account as business said they would has caused me to be negative on my account and multiple NSF fees. Need resolved as soon as possible please. I am a loyal customer if you look at my history with ********************** 

      Business Response

      Date: 04/24/2025

      Dear ***************************** has received the following response from the hotel manager of the Best Western Plus Island Palms Hotel & Marina.

      Hotels Response:  

      The hold has been released and guest should see the amount reflect into his account within the next 4-5 business days. We had to do one extra step. No further action needed. Thank you for your assistance. ***** *****, Property Controller

      Please let our office know if further assistance is needed.  Thank you again for contacting our office and we are very sorry for any inconvenience caused to you.

      Sincerely,

      *********/ BWH Hotels/ CR1015648

       

    • Initial Complaint

      Date:04/20/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 12/31/2024 I booked a room at the Best Western in ******************* and was charged twice. I was told by the front desk that when I called to book my room they had put it in my exes name when my name was on my debit card so I had to call back again. Instead of fixing the reservation with the correct name I was charged twice.

      Business Response

      Date: 04/22/2025

      Dear Ms. **************** hope this message finds you well.  Thank you for your message regarding your experience with the Best Western  Plus ***************** Hotel located in ********************   I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 

      I would like to extend our appreciation for contacting our office regarding your experience with the Best Western  Plus ***************** Hotel. 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 CR1015620

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ************** in **********, ******* on 02/22/2025 while roadtripping. I have requested a full refund of $124.20 for my one night stay due to an unsanitary experience, and the hotel has refused. I was given a dirty room with stained sheets (photos attached) and management did not listen to my concerns.

      Business Response

      Date: 04/19/2025

      Dear Ms. ************* hope this email finds you well.  I would like to extend our appreciation for contacting our office regarding your experience.  The feedback we receive,positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.   I am so sorry to learn of your experience with the Best Western  ************** and can understand your disappointment. 

      This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will be working locally with our property to improve quality and services. We will make sure that the hotel will not face this type of issue anymore.

      To make up for the negative experience, I would like to send you a gift card for $100.00.  You may use the gift card at any BWH Hotels property, and the card will never expire or depreciate in value.   I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with BWH Hotels Brand again.  You will receive the card by email in 7-10 business days.  Please let me know if you would like the card sent to the following email address: *****************************

      Thank you for your loyalty and patronage to BWH Hotels. We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels  properties soon, hoping to make it a pleasant stay for you.

      Sincere Regards, *********/ BWH Hotels/ Ticket CR991514

       

       

      Customer Answer

      Date: 04/20/2025

      I have requested a full refund of $124.20, not a giftcard for $100. I am completely dissatisfied with this attempted resolution. My room was UNSANITARY giant stains on the sheets. This is completely unacceptable and a health hazard. Between this and the poor customer service I received (both at the ********************** and in my follow-up communications), I am incredibly weary to ever stay at a Best Western again.

      Business Response

      Date: 04/22/2025

      Dear Ms. ***************** you for your reply and additional comments.   Our corporate office does not handle billing, therefore we are unable to issue you a direct refund back to your card.  I can send you a refund check for $124.20.  Please provide me with your mailing address to send the check to.  Thank you and I look forward to your reply.

      Warm Regards,

      *********/ BWH Hotels/ CR991514

      Customer Answer

      Date: 04/28/2025


      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. My mailing address is:

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

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

      70115

      I will wait for the business to perform this action and, if it does, will consider this complaint resolved.


      Regards,

      ***** ****

       


    • Initial Complaint

      Date:04/15/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 04-24-2025 I stayed at the best western where I contracted food poisoning from the breakfast. Upon my asking them for an incident report they would not provide me with a copy of that report they said they would email me a copy right away but never did. I asked for a complimentary night stay in *** of being extremely sick and was unable to do so due to no management being on duty. I will be reaching out to legal counsel to receive the compensation I am due.

      Business Response

      Date: 04/19/2025

      Dear Mr. *************** hope this message finds you well.  Thank you for contacting our office regarding your concerns with one of our Best Western locations.  I am very sorry to learn of this situation and can understand why this would be upsetting.

      To better assist you, please provide the following information:

      1. Name/location of the Best Western hotel

      2.  Date of stay

      Thank you Mr. ****** and I look forward to your reply.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1014468

      Customer Answer

      Date: 04/19/2025

      I have a ticket number I filed with cooperate CR1012575. I also filed an incident report with the hotel management. I stayed April 14th and 15th at the *********************************** in ***************;

      Business Response

      Date: 04/22/2025

      Dear Mr. ******************* you for your reply and clarification.   I reviewed the ticket details; CR1012575.   Our office received an update from the hotel manager, ***** ****** and she assured our office that you both are corresponding directly regarding your concerns.

      Thank you again for sharing your feedback with our office and I hope this matter is resolved to your satisfaction.

      Warm Regards, *********/ BWH Hotels/ Ticket CR1012575

    • Initial Complaint

      Date:04/14/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Arrived, parked in the same spot as normal, checked in paid as normal, as soon as my card was run I was informed I needed to move my vehicle to another lot or the truck stop next door. I explained its a ******* dollar vehicle thats 73 feet long and moving it to a crowded lot wouldnt work without hitting something. She said I could leave and I said no problem refund my card Ill be on my way. She replied no we have a *************************************************************** still no refund. She said I could leave or call the police. Called the police and they said to leave dispute charges and contact corporate office. I fully believe I deserve a full refund

      Business Response

      Date: 04/19/2025

      Dear Mr. ****************** hope this message finds you well.  Thank you for your message regarding one of our Best Western locations.  I am very sorry to learn of this situation and can understand why this would be upsetting.

      To better assist you, please provide the following details:

      1. Name/location of the Best Western hotel.

      2. Date of Arrival 

      3. Confirmation number if available

      Thank you kindly and I look forward to your reply.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1014463

    • Initial Complaint

      Date:04/12/2025

      Type:Product Issues
      Status:
      Answered
      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.
      04/10/2025 We checked in to the ********* best western only to see the room that smelled awful and had mildew. We realized we were also supposed to have checked into the ******** location so I was happy to leave. I immediately went back to the front desk and told him that I needed a refund cause I was at the wrong location. He called his manager to make sure we would NOT be charged but come to find out we have been charged and they claim nothing can be resolved until Monday. I then told him I thought we would NOT be charged and why it wasnt taken care of yesterday which was a Thursday. He would not give me the managers name but did provide an email. I think this is very unprofessional and needs to be taken care of as I spend a lot of money staying at best western. Thank you

      Business Response

      Date: 04/19/2025

      Dear Ms. *************** hope this message finds you well.  Thank you for your message regarding your experience with the Best Western  ********* Hotel & Suites.   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  ********* Hotel & Suites. The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.

      This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.

      Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1014483

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We stayed at Best Western in ********** on 4/6/25 checked in at 7:54 ***** wife took a shower and went to bed by 9:***** 10pm I showered.When I got out I noticed something in the garage ****** was a dead mouse.The manager said the mouse must came in with us because the body was soft.We checked in at 8pm noticed the mouse at 10:30.He would not have died that quick.Droppings in the waste basket indicate he was there for awhile.I didn't wake my wife up to tell her.Waited until after breakfast. Called front desk to report it.Lady came to room took pictures and took it.Manager called and said he was aware of what happened. At that time he said what are you fishing for.Not what can I do for you.Offered a 40%discount. At that point we said okay.Not happy with the way it was handled. Very unprofessional. Having this bad experience will stay with us.The manager ***** made it sound like it was our fault,which it wasn't. I DIDN'T want to ruine my wife's sleep so I waited to report it till the following morning. We traveled 700 miles and we were tired.We don't think 40% was fair.

      Business Response

      Date: 04/11/2025

      I spoke with Ms. ****** and we discussed their experience.  Sending guest a gift card for $75 to offset the rest of the charges.

      Gift card will be sent to the following email in 1-2 weeks:  ***************************

      We are very sorry for this experience and will follow up with the Best Western Nursanickel Hotel.

      Regards, *********/ BWH Hotels/ Ticket CR1011063

    Best Western International Inc. is NOT a BBB Accredited Business.

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