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:02/28/2025

  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 will never stay at another best Western again after our experience in ***********, ********* on February 24, 2025. Horrible! Id rather sleep in my car than spend another night at this hotel. It was filthy! The bathroom floor was extremely dirty, and the fixtures had not been wiped down in a long time. We asked for a quiet room and we got a room with a refrigerator truck right in front that ran all night long. The water was brown. We did not feel comfortable taking showers there and brushed our teeth with bottled water. The towels were so threadbare that you could see the light shining through behind it Breakfast was barely adequate. When we told the night clerk on duty that the room was unacceptable she basically said too bad. we are totally booked and I cant move you. When we asked for our money back, they refused. **************** is nonexistent.

  Business Response

  Date: 03/04/2025

  Dear Mr. ************* hope this message 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.
  
  I look forward to your reply.
  
  Sincere Regards,  *********/ BWH Hotels/ Ticket CR990974
  

  Customer Answer

  Date: 03/04/2025

  After our experience at Best Western ******* we will never stay at another Best Western again.  So the gift card that you are offering is worthless to us   We request that you refund us the one night stay at $101   If you choose not to issue us a refund, I will be contacting each of the board of directors of Best Western along with upper management showing them the photos of what we experienced. This kind of customer service is completely unacceptable.  

  Business Response

  Date: 03/05/2025

  Dear Mr. ***************** you for your reply.  Instead of the $100 gift card, I can send a refund check instead.  Please let me know if that is a better resolution for you and please confirm your mailing address to send the gift card to.

  Thank you kindly and I look forward to your reply.

  Warm Regards, *********/ BWH Hotels/ Ticket CR990974

  Customer Answer

  Date: 03/18/2025

  
  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:02/25/2025

  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.

  Hello,Feb 23, 2025 - Feb 25, 2025 Best Western *********** ************************************************************************************************************************************************************************* Confirmation: ********* Expedia itinerary: ************** I had issues with the room #*** and the service. I arrived on Sunday,23. I booked for 2 nights.I asked for a quiet room but I was sent next to the ********************* and bar. There was loud music from cars and loud engines at the parking lot of the **********. My room was next to it. It was loud till 1 am. I notified the manager and asked for another room, far away from the bar. ** refused . The hotel was not fully booked and not many guests . I could not sleep until 1 am. I had to wait until the bar closed and all cars left.I checked out early the next day. I could not stand for the 2nd night. The manager did not care much about guests. He did not solve my issue and ignored. I was not happy with this hotel. An Expedia customer service talked to AJ, who was on duty that night. He still refused to get me another room.Please do something about this. Thank you.

  Business Response

  Date: 02/26/2025

  Hello Chanchana,

  I 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 regarding the excessive noise with the Best Western Shackleford  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 provide me with your email address to send the gift card to you
  
  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 CR991451

   

• Initial Complaint

  Date:02/24/2025

  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.

  02/22/2025 Best Western low rate guarantee. The offer that if you find a lower rate elsewhere within 24 hours of booking on their site, they will not only match that lower but will send you a $100 gift card after stay is completed. I booked my room and then after booking found a lower rate on *******. I submitted the claim and then received an email denying my claim. In the fine print of their rules, it states that it must be publicly available to to view at the lower rate at the time their agent views it. Anyone that has ever looked at rates know how often third party site rates fluctuate. I took screenshots of the publicly viewable rate so that I had it to prove. I even looked at those rates after their customer service denied my claim stating the rates they saw were higher. I responded to the denial email with my screenshots. I then called customer service and was told to wait for it to be reviewed. On 2/24/2025 I again was told it was denied due to them not being able to find the lower rates when they looked. I then call customer service and spoke to a supervisor. I discussed how rates fluctuate on third party sites. I also discussed how cookies and the number of people online or trying to book and time of day affects rates on 3rd party sites. The same sites they guarantee you will not find a lower rate on. The agent then tells me that fluctuating rates is 3rd party website not them. She tells me it may have been cookies from another site I visited that allowed me to see a lower rate on vio as if I could have been getting a members only rate because of that with my screenshots that show I visited other sites. It did not matter that I was not logged into vio getting a members only rate. I explained how different devices give different rates. She said that this is why they view sites incognito and reiterated how price fluctuation of 3rd parties was not their problem. It feels like a complete sham of an offer that is next to impossible to get.

  Business Response

  Date: 02/25/2025

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

  I hope this message finds you well.  I am very sorry about this situation and can understand why this would be upsetting.

  Per the Terms and Conditions regarding our Low Rate Guarantee program, the lower rate must be publicly viewable at the time our specialist reviews the claim.  All claims are reviewed in incognito/inPrivate modes to view the website as the general public.  This ensures that each claim is reviewed properly and in true time.    I have posted below the terms and conditions for your review.

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

  I am very sorry that we are unable to approve your claim.

  Sincerely, *********/ BWH Hotels/ Ticket CR990104

   

• Initial Complaint

  Date:02/24/2025

  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.

  We paid 1000 for a 2 day stay due to vehicle repairs. We stayed the first night without any problems the 2nd day after picking up my vehicle around 4pm I came into my room and my 30 yr old daughter upset over how staff made her feel..like a bother. She asked for clean towels and only given enough for 1 person..so I went to the front desk carrying my pop which I bought elsewhere.i waited an entire 20 minutes. I even attempted to ask the lady there if she can help..she scowled at me and told me to wait. When they finally acknowledged me I told them we didn't get fresh towels the clerk went into a long long long explanation as to why ..he kept explaining himself like I didn't understand..it was annoying but it only got worse. He then asked rudely if I paid for my pop..I told him to check his camera..but was so tired of standing there I told him he can have my pop.i attempted to leave but he carried on on how he did not use bad language towards me.etc.etc..when I was finally able to leave I was in tears and checked out.went to my room and was told to leave..I went to the room to gather my belongings..I had a terrible upsetting stay

  Business Response

  Date: 02/25/2025

  Hello Ms. ***************** hope this message finds you well.  Thank you for your message regarding your experience with the Best Western Premier Prince ******.  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 Premier Prince ******. 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 CR990171

  Customer Answer

  Date: 02/25/2025

  
  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:02/18/2025

  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.

  Confirmation ********* Date: Deposit $86.16 paid 2/2/25. Balance $172.32 paid 2/5/25.The business committed to provide me with a clean, safe and secure place to stay while away from home. Also, a working elevator, working refrigerator and "great customer service" according to their website. The business failed to provide the things above and also infringed on my right to privacy and security by prematurely accessing my room prior to check out and discarded, destroyed and refused to return my belongings. The business offered me $25 USD for this nightmare and traumatizing experience and I find that unacceptable.Ive been paying Best Western guest multiple times and achieved Diamond status in less than a year. I stayed at ************* ********* Feb 2-5. The place smells like smoke and is smokefree.The thermostats in the room are non-functional and the heat is centrally controlled. I was FREEZING cold at night and they only offered a smelly blanket instead of turning up the heat. The fridge was not cold, there is mold in the bathroom, missing caulk, leaky sink, peeling paint and the vents were filthy. The fixtures and furniture were dated, the bed linens had stains on them and there were clumps of hair all over the place. The carpet was so soiled that my socks were black after walking on it briefly. My room key was deactivated everyday and required me to visit the front desk to have it reactivated and the elevator was not working most of my stay. My room was on the 4th floor and I had to walk up 4 flights of steps. Although, I requested a late checkout , the staff accessed my room early and discarded, destroyed and refused to return several of my personal items including a watch, ipad, chargers, coat, shoes, etc. I personally saw and confronted the manager while he was holding my laptop and shopping bags, who told me he he did this because I was an hour late checking out and I was not. I immediately filed an incident report with security on-site. See attached.

  Business Response

  Date: 02/19/2025

  Hello Ms. ****************** hope this message finds you well.  I received a final response from the hotel manager regarding your request.
  
  The hotel GM advised our office that they will not be refunding your stay nor will be communicating with you any further.  You have been placed on their Do Not Rent list.
  
  We are sincerely sorry that the response received from the hotel was not the expected outcome/response you may have been expecting.  As an intermediary between the member establishments and the guest, *** Hotels aims to achieve a satisfactory mutual solution. Sometimes this does not occur, as in the case of your complaint.  We support your right to seek other avenues that may be able to assist you with a more detailed investigation in your pursuit for further satisfaction. 
  
  We will keep your correspondence and comments in our files, and they will be included in our continuing effort to review the standards of the Best Western Plus Casino RoyaleCenter Strip. We have several quality assurance programs in effect that are used frequently when evaluating the overall customer service level of the *** *********************** member establishments. Your observations are a vital part of this process.
  
  Again, we are sincerely sorry for the concerns you have with this hotel and that the response was not what you were expecting.   
  
  Warm Regards, *********/ *** Hotels/ Ticket CR983048
  
  

  Customer Answer

  Date: 02/19/2025

   I do not accept the business response as there has been no resolution nor any accountability. What is the purpose of adding me to a Do Not Rent list? Are they mad because I brought these concerns to their attention or because I am advocating for myself? It's highly unnecessary because I will never patronize a business who treats guests like this and this action totally supports my version of the overly aggressive behaviors I experienced.
  

  Business Response

  Date: 02/19/2025

  Dear *** ********, 

  We understand that this may be unsatisfactory to you and that you may wish to pursue your concerns through other avenues.  ********** has reached the extend of our ability to assist and our office will not be able to discuss this matter with you any further. We will keep your correspondence and comments in our files.  Note, we have certain quality assurance programs that are considered when evaluating the the overall customer service levels at ********************** branded hotel and your observations are a vital part of this process.
  
  Warm Regards,  *********/ BWH Hotels/ Ticket CR983048

   

   

   

  Customer Answer

  Date: 02/20/2025

   I do not accept the business response as there has been no resolution nor any accountability.

• Initial Complaint

  Date:02/15/2025

  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.

  On January 6, 2025, through Priceline, I booked a hotel room for one of my employees, Lyonta ********. The reservation was for 5 nights at *************** BY BEST WESTERN PENSACOLA. The registration was for February 12 - 17, 2025, confirmation # *********. Total charged was $465.75. After checking in on February 12th, my employee reported that he woke up with a ***** lying next to him on Thursday, February 13th. On February 14th, my employee was required to kill another ***** in the bathroom. At my urging, my employee called the Front Desk on February 14th around 7:50 a.m. and requested his room be sprayed. That evening (around 7:45 p.m.), my employee inquired at the front desk if his room (#***) had been treated. The front desk employee was unable to confirm whether or not the morning staff had followed through with pest control. On the morning of February 15th, my employee was forced, yet again, to kill another *****. My employee called the hotel around 4:00 p.m. about his ongoing ***** problem. He spoke with a front desk employee (Cedrych) who stated he would contact maintenance and see what could be done. I spoke with Cedrych and stated this was unacceptable. I did not book a room at this allegedly 3-star hotel (according to Priceline) for my employee to be dodging and killing roaches. The front desk employee (Cedrych) stated the owner was out of town until Tuesday, February 18th and couldnt be reached until then. Nor could Cedrych move my employee to a different room. And the front desk employee refused to provide his last name. This front desk employee was apparently left in charge of a hotel filled with guests and was unable to resolve this issue or feel confident enough to provide his last name. I had my employee check out of the hotel a day early (February 16th). I forfeited the cost of the last night as I felt this situation was untenable. This Best Western branded hotel has a ***** problem, employee problem and an owner problem.

  Business Response

  Date: 02/18/2025

  Hello Ms. ************** hope this message finds you well.  Thank you for contacting our office regarding the reservation for Lyonta ******** with the SureStay Studio by Best Western Pensacola.    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 SureStay Studio by Best Western Pensacola. 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 CR988245
  
  

• Initial Complaint

  Date:02/15/2025

  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 have been booking rooms at the Best Western in ********** for the last two months due a family emergency. And in the beginning it was great but these last three booking have been horrible. It started with the ants in the bathroom which I over looked and tried again thinking hey the ants wont be there. And no I did not complain. But the second time I had dirty top cover, some used towels, and when I asked for another room they just offered to clean it and still at the end of the night I had to request everything and make my own bed. Now this time I book and this room is on the other side of the hotel and it too is dirty but its the bathroom. I again requested a different room and my request goes aloud death ears.. For me to be a Platinum rewards member it sure does feel like the membership even matters. I get saving. But even at regular price I was not getting these dirty rooms. This will be my last time giving this hotel a try. Im sad about it cause I like the breakfast?? but I cant even take a shower tonight and Im now laying on my coat to sleep a couple hours. Im so disappointed. I come to stay here only cause my dad is transitioning in life and its quite here. But its not so clean here.

  Business Response

  Date: 02/18/2025

  Dear Ms. ************* hope this message 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 Heritage Inn 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 have posted ****** bonus points to your Rewards account.   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.
  
  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.
  
  Please let me know if you have any further questions or concerns.
  
  Sincere Regards,  *********/ BWH Hotels/ Ticket CR988236
  

   

  Customer Answer

  Date: 02/19/2025

  I stayed there again next night after writing this complaint due to complications with my father. Anyhow I could not use the bathroom tub/shower. The metal curled that goes around the jets was laying around the tub and again the bathroom was dirty. I checked into a different room this time and at check in I turned the heater on I had to leave to check in my dad. By the time I came back the room had a stench of what to me like pee. Top cover was dirty. I have ran out of tries with this hotel. Theres no reason in telling anyone at the property because even though there rooms available they will not change your room to accommodate you. Once you get the key you are stuck regardless of quality. A customers comfort and safety should always matter. I did tell the young lady the next day I had late check out but check out way earlier. I couldnt take it any longer. I do appreciate the breakfast. But I have endured more days of discomfort and disgust then the ****** points. Thats not even a free night. I have earned twice that in less the a month. How insulting is that?. Thank you for your time. Have a nice day

  Business Response

  Date: 02/19/2025

  Hello Ms. ***************** you for your reply and additional feedback.  I really am very sorry for the experience you encountered.  Please be assured that our office will discuss this internally with the hotel's management and make sure the proper changes are implemented.   I have issued another ****** Reward points to your account, giving you a total of 20K.

  Thank you again for reaching out to our office.  Should you have any additional questions, please let us know.

  Regards, *********/ BWH Hotels/ Ticket CR988236

• Initial Complaint

  Date:02/12/2025

  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 made a reservation on September 18 2024 through the Best Western website at the ************************ hotel. I was given a confirmations number and a total cost for my 3 night stay. On February 12, 2025 I received an email notifying me that my previous reservation had been cancelled, but I could rebook for $400CA more per night. At this time there are very few rooms available in ******** for my dates. This has led me to consider canceling my rewards membership and cancel my future reservations I have with Best Western Hotels.

  Business Response

  Date: 02/14/2025

  Dear Mr. ***************** hope this message finds you well.  Thank you for contacting our office regarding your reservation with the Best Western  Plus *****************-Hotel Europa   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 Europa. 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 CR986549

   

• Initial Complaint

  Date:02/06/2025

  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.

  So unfortunately I have to report one of my favorite hotels due to me spending a lot of points and money to stay at the Best Western ************, only to have some subpar experiences this go around with them. I came back because the last few times I stayed, they were excellent! But this time around, I just was completely let down. First, I came in to an unclean towel hung up like a new one, which you can see from the picture provided. Along with there being crumbs or some kind of debris in the bed that shouldnt be there at all. Which is also provided in the pictures. Along with my water not getting hot, (which I informed the front desk, but it didnt get dealt with before I left.) Also as you can see from the other pictures that the toilet was leaking water from its base which is not safe. The staff is extremely nice and pleasant for sure! Some of the best you could ask for. But when you spend money, and a lot of it. Or a lot of points. You expect to have great service and a clean room. And I got neither this time around. I arrived here on 02/05/25 and just really expected more. I really would like a refund and my points back, as its not acceptable for me to pay as much as I did and not have hot water or have a flooding toilet. Or even dirty laundry. Thats just not right. Im a Diamond Select member. Which is the highest member tier you can be for Best Western. And I deserve to be treated as such ! Refund me and give me my points back and we can consider this matter resolved. Also Im being over charged for nights here too, which is unfortunate.

  Business Response

  Date: 02/07/2025

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

  I hope this message 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 have posted ****** bonus points to your Rewards account.   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.
  
  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.
  
  Please let me know if you have any further questions or concerns.
  
  Sincere Regards,  *********/ BWH Hotels/ Ticket CR983842

  Customer Answer

  Date: 02/07/2025

  I honestly want a refund! Like seriously.! Ive paid a lot of money to stay here, and deserve better treatment than that. And giving me just some points to go spend at another Best Western is not ideal. I really want a refund please! I dont want to have to report to the **** as well. But unless I get refunded I just might have to. Refund me for the days I have stayed! (The manager and staff here are AWESOME!!!) but I want my money back. Then maybe I will think about trying Best Western out againIm the highest tiered member you can be.! Diamond Select! And you all wont give me a refund? My money back for these last few days. After all the business *** given to you all? The loyalty Ive shown! Youve lost a loyal customer here and now.!

  Business Response

  Date: 02/07/2025

  Hello *******,

  Please pardon my confusion.  When I reviewed the reservation, it shows that you used ****** points to pay for this stay. Therefore I returned the points back to your account *****. 

   Would you happen to have a copy of the hotel Folio (receipt) that you can send over for further review?   Thank you kindly and I look forward to your reply.

  Warm Regards, *********/ BWH Hotels/ Ticket CR983842

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Best western red river,NM and others across the *** are using non UL listed locks putting the customer at risk.The lives of customers are not protected when a non UL listed lock is used.Owner was aware the locks was not UL listed when purchasing and installing locks on doors

  Business Response

  Date: 02/04/2025

  Hello ** *****,

  I hope this message finds you well.  Thank you for contacting the Better Business Bureau regarding your concerns with the Best Western *********** located in **************  We appreciate you taking the time to share your feedback with our office.

  Your concerns will be discussed with the property management and we will handle this internally with the hotel.   Thank you again for sharing your experience and if you have any further questions or concerns, please let me know.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR982548