Complaints

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

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• 

  Best Western International Inc.

  6201 N 24th Pkwy Phoenix, AZ 85016-2023

• 

  Best Western International Inc.

  13659 Beach Blvd Westminster, CA 92683-3203

• 

  Best Western International Inc.

  2309 Iowa St Lawrence, KS 66046-3939

• 

  Best Western International Inc.

  3508 S Rangeline Rd Joplin, MO 64804-4431

• 

  Best Western International Inc.

  2320 S Range Ave Colby, KS 67701-9056

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  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.

  This past weekend, April 4 - 6, my son and I stayed at the Best Western in *******, *******. My main concern (there were others) was the non-working toilet in our room. On Saturday evening, when we returned from games, we spent some time in the room, but realized quickly that our toilet was not working. When I called down to the front desk, (she did not sound surprised at all that the toilet wasn't working) I was told that I can come down and get a plunger. I was trying to explain that I don't think a plunger will fix it because there is no water in the toilet. I was told that was all she can offer right now because she was the only staff on duty! The hotel was completely full because of tournaments - how can only 1 person be working?!? So I received the plunger and tried anyways, but that did nothing. We went the night without a working toilet and all the way into checkout time. We had to go to the lobby area to use the bathroom. I also had to call in the morning to get a working hair dryer, and when they brought it up, the guy asked if everything else was good. I told him about the toilet and he said he would look into it. I didn't see him again. When I checked out and was asked about my stay, I reported the issue again, with no concerns from staff. And she acted like I was not telling the truth. She said that she would take my complaint once maintenance looked at it. I asked why I had to go all night and the next day until 11:00 without a working toilet if maintenance was around. She had no response except to repeat herself - maintenance will look at it. Well great, I was leaving then. I called customer relations and was offered bonus points - great, I will never stay at a Best Western again, so those are useless. I was told to call the hotel for a refund. I did just that , but had to leave a message. When I called back and not placed on mute, I heard the owner tell the front desk to tell me she wasn't there. She has yet to return my call.

  Business Response

  Date: 04/10/2025

  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  Fishers Indianapolis Area 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.
  
  Sincere Regards, *********/ BWH Hotels/ Ticket CR1008664
  

   

  Customer Answer

  Date: 04/10/2025

  I will not be staying at a Best Western again and would like a refund for one of the night's stay at this hotel.

  Business Response

  Date: 04/11/2025

  Dear Ms. ******************** you for your reply.  Instead of issuing the $50 gift card, I can send you a refund check for $50.  Please provide me with your mailing address to send the check to.

  Thank you kindly and I look forward to your reply.

  Regards, *********/ BWH Hotels/ Ticket CR1008664

• Initial Complaint

  Date:04/06/2025

  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.

  This room is nasty and rude people

  Business Response

  Date: 04/09/2025

  Hello Mr. ***************** you for contacting our office regarding your recent stay with one of our Best Western properties.  I am very sorry to learn of your dissatisfaction.  In order to further assist you with your concerns, please provide the name/location of the Best Western hotel, as well as the dates of your stay.

  Thank you kindly and I look forward to your reply.

  Warm Regards, *********/ BWH Hotels/ CR1010283

• Initial Complaint

  Date:04/06/2025

  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 am writing to formally submit a complaint regarding my recent experience at the Best Western *****************, located at *************************************************. I had a reservation for April 68, 2025, confirmation number #******, booked on March 21, 2025, by the Administrative Assistant from the university where I was scheduled for an on-site interview.Unfortunately, my experience with your staff was extremely disappointing and frustrating:Early Arrival Dismissal: I arrived a few minutes before the official check-in time and was rudely told to leave and come back at 4 PM. The front desk staff made no effort to check whether the room was ready or offer any assistanceonly dismissive behavior and an unwelcoming attitude.Refusal to Honor Reservation Details: When I returned to check in at the appropriate time, I was told that the reservation could not be completed unless I physically presented the universitys purchasing card. Despite the fact that the room had been booked in advance via email, with all required documentation provided, and the universitys Administrative Assistant was even willing to speak to the front desk on the phone to clarify, the staff flatly refused to cooperate.Unprofessional Behavior: I calmly expressed that I felt upset by the treatment, and instead of resolving the issue, the front desk staff told me I could go to another hotel if I didnt like it. They went so far as to threaten to call the police to have me removed. This was entirely unnecessary and inappropriate, especially given that the university staff member was on her way on a Sunday, sacrificing her personal time to resolve a situation that should never have escalated in the first place.I was made to feel humiliated and disrespected, especially after a long flight from ********** for a professional opportunity. This experience has not only caused unnecessary stress but also reflects very poorly on the standards of Best Westerns customer service.

  Business Response

  Date: 04/09/2025

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

  I hope this email finds you well.  I would like to extend our appreciation for contacting our office regarding your experience with Best Western Plus ***** Inn & Suites.  I am very sorry for your disappointment and can understand why you would feel that way.
  Please rest assured that your comments are very important to us and the feedback we receive from our valued guests, like you, enables us to target the problem areas and take the necessary actions.  
  The whole reputation of BWH Hotels is dependent on maintaining consistently high standards and we are always anxious to hear of any problems so that we can take whatever steps are necessary to ensure we retain our reputation for quality. 
  Your feedback has been formally registered and will be reviewed by our office and with the hotels management and will use it 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.

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

   

• Initial Complaint

  Date:04/03/2025

  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 am filing this complaint regarding the Best Western ******************** Hotel in *************, booked through ************. I attempted to cancel a 5-night reservation scheduled for December 49, 2024, due to a family medical emergency involving my wifes best friends mother, who suffered a stroke and was hospitalized.I contacted ***************** on December 3, 2024well ahead of check-inand was informed that they reached out to the hotel on my behalf. The hotel stated the manager was out for the day but would be emailed regarding the situation. Both ***** and the hotel confirmed that at worst, I would be charged a one-night penalty, consistent with the hotels published cancellation policy: Cancellations after December 1 at 4:00 PM (local time) are subject to a one-night penalty plus taxes and fees.On December 5, I followed up with ***** and was told that although the hotel acknowledged the Dec 3rd cancellation request, the manager did not act on it before the check-in date. As a result, the hotel classified the reservation as a no-show and charged me the full amount: $2,660.14.When I contacted the hotel directly on December 5, the front desk staff acknowledged the cancellation and told me a refund (minus a one-night fee) would be issued and would appear within 3045 days. However, no refund was ever issued. When I followed up in January, the hotel denied ever offering a refund and refused to ********** Travel has since directed me to file a travel insurance claim, but since the medical emergency did not involve an immediate family member, it is unlikely to be covered.

  Business Response

  Date: 04/04/2025

  Hello ******************************* hope this message finds you well.  Thank you for your message sent to our office regarding your experience with the Best Western  Premier Empire State Hotel.    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. 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/ Ticket CR1008288

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Overcharged several times via auth hold being confirmed, cancelled, resubmitted, cancelled again and then submitted AGAIN. Im beyond frustrated because my experience with BW started out overwhelmingly positive!I checked in on Tuesday 3/25/2025 and checked out on Friday 3/28/2025 to the Best Western in ********************* on ************. The room was wonderful and when checking IN, the staff was fantastic. The total for my stay was ****** (as seen on the invoice attached with this complaint)When I checked out on the 28th, there was a slight mix-up with charges because they messed up on the auth charge when I checked in, but the *** ******* said she would take care of it and I didn't need to worry about any additional charges and apologized about their mess up. I received a printout of my stay with her hand writing in the TOTAL amount for my charges at the bottom because I was having a hard time understanding the invoice. She said I should see a refund from the pre-auth charge in 7-10 business days. Perfect, thank you, I checked out and was on my way.I stayed that night (3/28/2025) with my cousin in town and headed home to CA on Saturday 3/29/2025. I stopped in ***** to fill up my tank and found that ** had charged me AGAIN for another night after I had already checked out and was told I would receive no additional charges because the ** said they would take care of the mix-up. This put me into the negative almost a hundred dollars and I was now stranded out in the middle of the desert. I had to have my cousin drive out to ***** from ********* to help me get home since I couldn't get ahold of anyone else that had cashapp (the account I use) to help me being stranded. Long story short, I finally was able to talk to someone on 4/1/2025 and they THOUGHT they had me on hold, but I was able to hear everything they said. They called me horrible names and LAUGHED about putting me on hold until I hung up from frustration or they hung up on me. THIS IS UNACCEPTABLE!

  Business Response

  Date: 04/04/2025

  Hello Ms. *************** hope this message finds you well.  Thank you for your message regarding your experience with the Best Western Plus ********* *************************  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 *********************************** 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 CR1008230
  

  Customer Answer

  Date: 04/04/2025

  Forward it to hotel management??? Is that a joke???

   

  Hotel management was part of the conversation I overheard about them laughing at me and saying to leave me on hold until I get frustrated enough to hang up! Hotel management was part of the conversation I overheard about them calling me names, calling me a thief and that I was "just trying to get money out of them", Hotel management was part of the conversation I overheard about "who uses cashapp to pay for a hotel, do they not have a real bank? they must be a scrub"

   

  I have absolutely ZERO confidence in your hotel management, as I have written to them via email and left several voicemails. All of which have received no reply about my issue. I was NOT supposed to be charged anything extra after checking out, so that extra ****** I was charged AFTER checking out, which landed me stranded in the middle of the desert and put my account into the negative, I need that back immediately, and I want the funds that are STILL being held released. I cant believe this is how you're treating a disabled customer. Its HORRIFIC. 

  I am confident now that I will need to take the recording of the phone conversation I have to media. This is NOT how you conduct business.

  Business Response

  Date: 04/08/2025

  Dear Ms. ******************* you for your reply and additional comments.   Our office received the following response from the hotel manager regarding your concerns.

  Assistant General Manager Taua advised that she spoke with you directly and explained that they only charged you what was owed for your stay.

  I truly am very sorry for this situation and can understand your frustration.  Thank you for taking the time to share your feedback with our office.  If you have any further questions, please let me know.

  Warm Regards, *********/ BWH Hotels/ Ticket CR1008230

   

   

  Customer Answer

  Date: 04/17/2025

  "Assistant General Manager Taua advised that she spoke with you directly and explained that they only charged you what was owed for your stay"

  she did "explain" this to me, but my bank records very CLEARLY show this is NOT TRUE.

   

  You have also not responded to the HORRID actions I overhead while i was supposed to be on hold, the absolutely UNCALLED FOR things they said about me, laughed at me, mocked me, the names they called me etc... This is how you treat your disabled guests?

   

  ONCE AGAIN, when I checked out, the hotel GENER MANAGER, not the **** provided me with a printout of my charges and wrote down the total for my stay. This is not the amount the hotel charged me.

   

  another thing that needs to be addressed is the fact that I was told I would NOT be charged ANYTHING ELSE after checking out.

   

  Please address the fact that I WAS charged again, after I was told I would not be, leaving me stranded in the middle of the desert, bringing my total charges from Best western to over 600 dollars and putting me into the negative over a hundred dollars. 

   

  I need a resolution to those 3 issues.

  1 - Overcharged (with bank records for proof)

  2 - Gross uncalled for actions and conversation of the staff towards a disabled person while they thought I was on hold. This was recorded BY ME and overheard by another person I was with since my phone was on speakerphone.

  3 - Was charged again AFTER being told this WOULD NOT HAPPEN, leaving me in the negative( and incurring additional fees from the overdraft) and stranded in *****, ***

• Initial Complaint

  Date:03/29/2025

  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 recently used parking lot in *************** ******, and paid for parking at your reception area. After paying for an hour of parking I informed clerk that if I am running late can I pay difference when I return, she said no problem. Went to meeting, which did run later than expected. So I informed lawyer, and he also called clerk at that moment to confirm I would be late, and he was told same thing, no problem. Finish meeting see my vehicle with booth on it. Speak to clerk, says nothing she can do about it. Ask why even say no problem, and I can pay difference later, if very well knowing this could happen. Person that removed ***** even said if she had written it in log book, he would not have put it on. Yes I know that they are independently owned, but assume corporate has at least some oversight, to deal with these issues. Thank you

  Business Response

  Date: 04/01/2025

  Hello *** ******,

  I hope this message finds you well.  Thank you for your message regarding your experience with the Best Western *****************************   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 ***************************** 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/ Ticket CR1006652

   

  Customer Answer

  Date: 04/01/2025

  Im not accepting response from business, because I feel this is just a brush off from them. If they give hotel no time line to respond and get back to me, case will be closed with no resolution. The way the hotel treated me in response to complaint, I know they will just file it under Couldnt care less and not even respond, to corporate. Please keep case open until this matter is settled. Thank you.

  Business Response

  Date: 04/04/2025

  Hello **************************** has received a response from the hotel manager regarding your concerns.  According to manager Vina, the parking lot is managed by a security company.  Parking is free of charge for hotel guests, however for anyone else parking there, it is paid parking (meter parking).   Regarding this issue, you may need to seek additional help with the actual security company.  You may contact the hotel directly to obtain that information.  The contact for the hotel is **************.

  I truly am very sorry for this situation and hope you are able to obtain some resolution.

  Warm Regards,  *********/ BWH Hotels/ Ticket CR1006652

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:03/28/2025

  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 a room for 03/21/25-03/23/25. Upon arriving at the hotel we walked in to complete chaos due to so many guest, we checked into our room, decided we were going to go use the hot tub and pool before they closed for the night. Id say it was around 7pm when we went down to the pool area. Pool area has a 26 person max capacity and there were at least 30 people in there, mostly unsupervised children. We spoke with the attendant inquiring if guests had a time limit on the pool area and we were told no. We left and went to get food. Came back and pool area was much less occupied but when attempting to go in the hot tub we found out the jets were not working and it was completely filthy with hair and debris floating. We left and went to sleep. We attempted to utilize the complimentary breakfast at 7:45 am the next morning and much to our surprise there was barely any food available much less silverware and cups. We looked for an attendant for about 10 plus minutes to ask for the food to be replenished. Finally he brought out some bread bagels and scrambled eggs. Once I get back to my room I notice that the linen I slept on had human fluid stains on them. I asked to speak with management and told the front desk I wanted to check out early and would like a refund. After being told the manager wasnt available, he mysteriously appeared and was completely rude. Asked for pics. I gave him pics. He had an excuse for each picture. I was told the pool and hot arent his problem. Its a maintenance issue. When showed the stains I was told it wasnt the blanket. When asked to have manager accompany me to the room so he could view these issues. He refused. I wasnt able to use any of the amenities I booked this hotel for. I asked for a refund on only the night I canceled. I was given the run around for a week only to be denied my refund and have to open a bank dispute. That was my fist and last visit to best western.

  Business Response

  Date: 03/31/2025

  Dear Ms. **************** hope this message finds you well. I would like to extend our appreciation for contacting our office regarding your experience with Best Western *********-************ & Suites.  I am very sorry for your disappointment and can understand why you would feel that way.

  Please rest assured that your comments are very important to us and the feedback we receive from our valued guests, like you, enables us to target the problem areas and take the necessary actions.  The whole reputation of BWH Hotels is dependent on maintaining consistently high standards and we are always anxious to hear of any problems so that we can take whatever steps are necessary to ensure we retain our reputation for quality. 

  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: ***************************************

  Your feedback has been formally registered and will be reviewed by our office and with the hotels management and will use it 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 regarding the $100 gift card.

  Warm Regards, *********/ BWH Hotels/ Ticket CR1002170

   

   

  Customer Answer

  Date: 04/02/2025

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

• Initial Complaint

  Date:03/28/2025

  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.

  In ********* 2025 we stayed 2 nights at your Airport Plus in ***** and 1 night at the ************ also near ************* & found accommodations & service abysmal particularly at the ************ location. A promise of airport shuttle from ************ never materialized, our extra unexpected expense of over $100 incurred. Room musty/moldy, elevators not all functioning, only 1 luggage trolley available etc.

  Business Response

  Date: 03/31/2025

  Dear Mr. ************* hope this message finds you well.  Thank you for taking the time to share your feedback regarding your stay with the Best Western Plus Miami-Doral/************ on March 9, 2025 for 1 night.  I am very sorry for your dissatisfaction and can understand your disappointment.

  I read over your ticket notes from when you contacted our ************************ on 3/28; *********.   Our records show that you were issued a Best Western gift card for $35.00.  This is currently in process and will be sent to your email address soon.

  I did some investigating regarding airport shuttle services.  The Best Western Plus Miami-Doral/************ does not offer this amenity for quite some time.   I checked our reservations system as well as our online system and the hotel does not have any written offer of an airport shuttle.  I am very sorry for any confusion.

  I understand that you wish to end your business relationship with us.  As of today, you currently have a balance of ****** Reward points in your account.   If you would like to close your account, please contact our ****************** at the following number: ************

  Thank you again for sharing your discomfort with your last stay.  If you have any further questions, please let our office know.

  Warm Regards,  *********/ BWH Hotels/ Ticket CR1005192

   

   

• Initial Complaint

  Date:03/11/2025

  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.

  Hi, I had came here to stay here for a while. The rooms are messed up. I had made a review online on ******. I have talked tothe staff. I have not gotten any reimbursement. I would like a refund. I came away from ******** to stay here. it was poorly represented poorly hotel. Im just trying to see how to get my refund back. I dont want to talk to the company anymore, I would like for you guys to resolve it for me because obviously Im not getting nothing done talking to them and Im getting charged for all these days that were I didnt get no type of compensation on it for other things that were going wrong for that hotel. for other things just dont appreciate it and I would like my money back.Pool was down whole time I was there Fridge broken Staff is not on the same page **** are rude and nonchalant I dont know if its because its in a low business area but this is unacceptable like literally I will only talk to u guys I have never had this experience and I been going to best western since a kid my family member are member with u guys and blue green I just dont understand then I told the *** just haveing conversation about me moving from ******** and she asked me why did I move there its nun nice in ***** and her cousin got shot just few days ago all it is is murder over here and it made me kind of feel away because is that how u welcome people to ur town Also this place needs a new everything it needs to be updated WiFi slow blames it on next door hotels System crashed several times while checking in I didnt receive my my receipt showing how much I paid or what was going on. I stated that over five times to several different people and I still not receive a receipt. What is really going on?Again, I repeat I dont want no contact with them. I am done talking to them. I am fed up.************************** is the best western in Macon ga Also will say I would of rather stayed at the one 2400 riverside dr ** I knew about it before that one

  Business Response

  Date: 03/12/2025

  Dear Ms. *************** hope this message finds you well.  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western Inn & Suites of Macon.  I am very sorry for your disappointment and can understand why you would feel that way.   Please rest assured that your comments are very important to us and the feedback we receive from our valued guests, like you,enables us to target the problem areas and take the necessary actions.  
  The whole reputation of BWH Hotels is dependent on maintaining consistently high standards and we are always anxious to hear of any problems so that we can take whatever steps are necessary to ensure we retain our reputation for quality. 

  Your feedback has been formally registered and shared with the hotels management.  The hotel manager provided our office with a response on 3/4 when you were still at the hotel.  According to the hotel manager, you were provided with a free night.   Please let me know if this was done before your departure.

  Our office will further review your concerns with the hotel internally and will use your feedback 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.

  Warm Regards, *********/ BWH Hotels/ Ticket CR993323

   

   

  Customer Answer

  Date: 03/12/2025

  hi I was told that and my card got charged for it it is very unprofessional ash in there u say one thing but its another my card is still getting notifications that they are still trying to hit my account Im over this completely its pure nonsense and no real resolution Im being told one thing but is another from them directly 

  Business Response

  Date: 03/13/2025

  Hello Ms. ******************* you for your reply.  I will follow up with the hotel manager and get some clarification.  I will follow up with you again as soon as possible.  Thank you for your continued patience.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR993323

  Customer Answer

  Date: 04/14/2025

  ok thank u I have another case with you guys and still havent received a refund couldnt u guys help 

  Business Response

  Date: 06/05/2025

  Hello Better Business Bureau,
  
   
  
  This complaint was resolved on 3/18/25.  A direct email was sent to the customer, ******* ****** on 3/18/25 and we have not received a response from her.
  
  We consider this matter closed on our end pending any further contact from Ms. *********************************** update your records and let me know if you need anything further.
  
   
  
  Warm Regards,

• Initial Complaint

  Date:03/02/2025

  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 was denied access to my room on Friday night February 28th at 3 in the morning. Because I did not have a credit card for incidentals. I did have my bank card. But it is a chime card and apparently that is considered prepaid. However, there is no mention of this on the website or pricelines website for best. Western's website in the hotel was at ********************************** in ******, *************, *****, so that was not listed anywhere. It was 3 in the morning. I had a work of it the next day. I was refused my room. Talk to by the front desk staff belligerently. When asking questions she just kept repeating herself. We don't take time. We don't take time over and over again. I had to sleep in my car until I had enough rest to drive home. I had to cancel my work event and if this would have been disclosed on the website. I would've been prepared and it is worth mentioning that I have stayed at that very hotel within the last year. All over ten times and the same in card and never one time had that problem.I'm a United States navy veteran. And I have a service animal. And now I'm not able to get my refund. The staff at the ****************************** is absolutely atrocious. Every single one of them from the manager down needs to be fired. They are awful they are rude. They don't care about your customers and they represent you terribly

  Business Response

  Date: 03/04/2025

  Dear Ms. ************** hope this message finds you well.  Thank you for your message regarding your experience with the Best Western  Plus ************** ***************************** 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 ************** *****************************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 CR993965
  

  Customer Answer

  Date: 04/01/2025

  
  I have not received any communication on my refund since I was denied my room due to a credit card for incidentals.  Not everyone has a credit card and nowhere on the website for Best Western or The ******* hotel in ******* ********* I have not received my refund and I was told I would.  the hotel manager is HORRIBLE and so is the staff.  Disrespectful and I would like to file discrimination charges as I am a disabled vet with a service animal and I was denied my room at 3am over my type of debit card and told they do not accept that.  but that is what I paid for my room with and they took that.  I need my money back.  I am filing charges. 

  Business Response

  Date: 04/04/2025

  Hello Ms. ************** hope this message finds you well.   On behalf of BWH Hotels,we are very sorry about your concerns during your visit to Best Western Plus ************** Hotel and can understand how upsetting this must have been.

  Your concerns and feedback have been documented and shared with the hotel owners and their management for extensive research and careful consideration.  Please understand that each hotel is independently owned and operated, and so BWH Hotels merely serves as an intermediary between the guest and the hotel for purposes of trying to help each hotel respond to customer feedback and concerns.  In this case, we understand your desire to resolve this situation to your satisfaction, however, we have reached the extent of our ability to assist, and our office will not be able to discuss this matter with you any further. 

  I realize that this may be unsatisfactory to you and that you may wish to pursue your concerns through other avenues.  We support your right to seek other avenues that may be able to assist you with a more detailed investigation in your pursuit of further satisfaction. 

  We will keep your correspondence and comments in our files.  Note, we have certain quality assurance programs that are considered when evaluating the overall customer service levels at ********************** branded hotel and your observations are a vital part of this process.
  
  Warm Regards, *********/ BWH Hotels/ Ticket CR993965