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:01/10/2025

  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 stayed at Best Western ******** Valley ****************** ***************** I booked the room on 11/5/2024 @ 5:37pm for a two night stay arriving 11/15/2024.A confirmation was sent to my email for two nights at a rate of $124/per night plus $16.43 tax/per night. At checkout I was charged the correct amount for one night but overcharged by $43.27 for the other night. When I noticed the discrepancy I called the hotel direct within hours. I was told to wait until the charges actually posted to my credit card (the charges were pending). I called the hotel directly again 11/21-10:15am After > 30 minutes on the line ****** was unable to explain the increased charge. I asked to speak to her supervisor. She transferred me to ********. I got her voicemail and left a detailed message. I did not receive a callback. I called again 11/25 @ 3:21pm. ******** explained the rate on my confirmation was in error, there was a note for the person checking us in to explain that. It never happened. She also said I initialed a paper at check in that showed the increased rate. She maybe right, I remember initialing that I would not smoke in the room. I have never been deceived by a hotel and apparently did not pay close enough attention to the rate. Also, I had the confirmation. I have not been provided a copy of the document I initialed. ******** said I would not be issued a credit for the $43.27. I then called a Customer Relations phone number for **************************/25 @ ******* I was given ticket #CR959051 and told I would receive a callback. I did not. On 12/5 (3:37pm) I called again. ****** explained the original hotel did not change their position. I then emailed ******** *******, *************** of Best Western. No response.I can't believe this is legal. We stayed at the hotel, I only am looking for a refund of $43.27 that I was overcharged. In my opinion it would be a genuine customer service gesture at this point to refund the entire 1 night incorrect charge of $183.70

  Business Response

  Date: 01/16/2025

  Dear Ms. ******************* you for contacting our office through the Better Business Bureau regarding your billing concerns with the Best Western  Plus **************************************************************  I am very sorry to learn of your concerns and can understand your frustration.

  I reviewed the ticket details of your complaint (CR959051).  According to the hotel, when you made your reservation, you had requested the group rate.  The desk clerk accommodated your request and then later realized that in order to qualify for the group rate, the reservation would have to be booked directly through the group, which at that point, was already sold out.  Upon check-in, according to the hotel, you were informed of the rate adjustment and signed the registration card reflecting the updated rate.

  In order to settle this matter with you today, I would like to send you a refund check for the amount of $45.00 to cover the billing difference.  Please provide me with the mailing address you would like the check to be sent to.   Thank you again for allowing our office the opportunity to assist you and I look forward to your reply.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR959051

  Customer Answer

  Date: 01/16/2025

  
  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.

  The refund check of $45.00 payable to ***** ****** to settle Complaint #******** should be mailed to ****************************************                 

  
  Regards,
  
  ***** ******
  
   

  
  

• Initial Complaint

  Date:01/02/2025

  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.

  Please see attached

  Business Response

  Date: 01/07/2025

  Hello Ms. *************** hope this message finds you well.  Thank you for your message regarding your reservation with the Best Western Plus *********** Hotel & Conference Center.   I am very sorry for this situation and can understand your frustration.
  
  I would like to extend our appreciation for contacting our office for assistance.  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 CR973432

   

  Customer Answer

  Date: 01/09/2025

  
  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,
  
  **** Maria ************************

• Initial Complaint

  Date:12/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the service I received during my recent stay at the Best Western ***********. As a Diamond Select member, I have come to expect a certain level of respect, professionalism, and customer care that was glaringly absent.We drove five hours to visit family over Christmas, a trip meant to be a time of connection and healing, as my mother-in-law and sister-in-law have recently experienced significant tragedies. Due to space constraints, we decided to gather in the hotel lobby. The lobby was unoccupied, offering ample space with a sitting area, breakfast section, and bar. Despite this, we were told by the manager that we could not use the space.Attempting to resolve the matter, I approached the front desk attendant, who was kind and willing to help. I asked to speak directly to the manager, but the manager refused to communicate with me. Instead, the attendant relayed the managers instructions that we could not remain in the lobby and suggested the conference room as an alternative. We moved our belongings there, only to be told againvia the attendantthat we were not permitted to use the conference room since we hadnt reserved it in advance. Again, I requested to speak to the manager, and again, they declined.This experience was not only frustrating but also deeply embarrassing and disappointing. It left me questioning my loyalty to the Best Western brand. As someone who holds the highest loyalty status with your company, I was shocked by the lack of basic customer service and professionalism.Additionally, the property itself was in poor condition, failing to meet even basic expectations. There were no towels in the pool or fitness areas, and the room lacked sufficient linens for the four people it was booked to accommodate.I urge you to address this matter promptly and inform me how Best Western plans to resolve this issue and regain my trust. I look forward to your response.Diamond Select ****************

  Business Response

  Date: 01/02/2025

  Hello ***** ********,
  
  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 with the Best Western Plus Texoma Hotel &Suites and can understand your disappointment.
  

  I have reviewed the original ticket CR969420, **** the customer service representative called and spoke with a hotel staff member who advised that the breakfast lobby area is prohibited of any large gatherings,other than just for breakfast. The representative did confirm with the hotels manager via phone that you could pay for the meeting room or find a place outside of the hotel to have your gathering. The hotel has declined your request for a refund as they have the right to uphold their policies.  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.   We will work internally with the hotel to ensure the remaining feedback regarding the lack of towels and linen are addressed.

  Furthermore, our office is unable to override the hotels decision.Were sorry for any inconvenience this may cause.
  

  Should you have any further questions, please dont hesitate to contact our office at ************, option 3, and reference your ticket number above.
  

  Warm regards,
  
  ******* | Customer Relations
  BWH *********************** | P.O. Box ***** | ******* | AZ | 85080
  *******
  
  This email is only for the use of the intended recipient. Any unauthorized use or distribution is prohibited. If you received this email in error, please reply to the sender and destroy all copies of the email.
  
  Please consider the environment and only print this email if truly necessary

• Initial Complaint

  Date:12/16/2024

  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.

  Stayed @ ** @ ******************************************* Confirmation #********* Didnt necessarily have a problem with the hotel inside stay other than (I don't believe the hotel rooms were vacuumed before our stay). Main complaint with the stay is that on the very last day when we were leaving, we go outside to find out that our truck parked in the ** lot had been broken into. This of course delayed our departure, due to the police being contacted & having to find a window repair company in the visiting City of *******. The hotel was notified, hotel front desk staff on duty at the time did apologize for the break in, but no type of compensation was even offered/suggested.

  Business Response

  Date: 12/16/2024

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

  I hope this message finds you well.  Thank you for contacting our office regarding your experience with the Best Western Plus Executive Residency ******* Northeast.   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 Executive Residency ******* Northeast. 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 CR966238
  

   

   

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room at best western for Friday Nov 29th. I called and spoke with ***** at best western and she stated that they accept service animals and emotional support animals. On our trip one hour before we arrive at the hotel I get an email saying my reservation is cancelled. I call and the man that answered said that It was cancelled because we had an emotional support animal. I explained what the employee said had told me and he called the owner. The employee then called me back and stated that the owner of best western would not issue a refund and that emotional support animals are not welcome. I explained the situation and the owner still denied the refund request.

  Business Response

  Date: 12/15/2024

  Dear Ms. ******************* hope this message finds you well.  Thank you for providing feedback regarding your experience with the Best Western ************************ Inn.   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 ************************ Inn. 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 CR965837

   

   

   

  Customer Answer

  Date: 12/15/2024

  this is for best western west in *******

  Business Response

  Date: 12/16/2024

  Hi Ms. ********************** is correct.   I sent your concerns to the Best Western **************************** located in *******, ***    Their address is:  ***************

  As soon as I receive a response from the hotel manager regarding your concerns, I will follow up with you with right away.   Thank you for your kind patience as I work on this for you.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR965837

• Initial Complaint

  Date:12/01/2024

  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.

  November 30, 2024 Payed for hotel room at Route 66 Best Western in ***********, Mo Family was promptly evicted from the hotel room late evening by police.*There was zero communication from hotel staff to resolve the simple miscommunication or misunderstanding - we thought we had booked a pet friendly room as we agreed to pay pet deposit *needing a pet friendly room was clearly communicated to the hotel staff several times I honestly feel this hotel basically scammed us, or their lack of ability to respect their customers and run their business is profoundly lacking:*They have refused to cooperate, change rooms, or give a refund. *They provided no hotel service for us. *The hotel is also in unacceptably poor condition, we noticed emergency fire exit windows in our room were actually bolted shut, among other things, *the hotel needs safety inspection. The hotel should be held accountable for their inconsiderate business practice and their swift theft of $315 from their customers left out in the cold for no conscionable or logical reason.

  Business Response

  Date: 12/03/2024

  Dear Ms. ******************* hope this message finds you well.  Thank you for contacting our office regarding your experience with the Best Western Route 66 Rail Haven.  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 Route 66 Rail Haven. 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 CR961904

   

• Initial Complaint

  Date:11/29/2024

  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.

  Bed bugs in the hotel room I stayed. Manager is refusing to give a refund and claims there is no bed bugs, yet I have photo and video proof of the bed bugs in the room. No one wants to pay money to stay in a hotel that is infested with bed bugs. When asking the hotel staff for another room they gave me a room with the carbon monoxide alarm going off, we decide this hotel is below standards of anyone staying and we will not be putting our health at risk between the bed bugs and carbon monoxide alarm. Front desk staff understood and said I should receive a refund and apologized. Front desk staff gave general managers phone number and general manager denied a refund and did not believe there is any bed bugs although I have photo and video proof. I had to drive 1.5 hours in the middle of the night for another hotel. I want a refund for this stay.

  Business Response

  Date: 12/03/2024

  Dear ******* *************,

  Thank you for your message regarding your recent stay with one of our Best Western properties.   I appreciate you taking the time to share your experience with our office and I am very sorry for the situation as you described.

  In order to better assist you, please provide the following:

  1. Name/location of the Best Western hotel

  2. Arrival Date of your stay

  3. Room number

  4. Confirmation number if available

  Thank you kindly and I look forward to your reply.

  Warm Regards,

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

  Customer Answer

  Date: 12/09/2024

  My name is ******* K************ 

  The hotel Location was: 
  GLo Best Western **** OK Downtown/Convention Center Hotel

  The manager of this hotel has very poor professional skills and reflects very poorly on the company. No one should be paying for a hotel room that clearly has bed bugs as displayed in the images I sent before. I also have a video of the bed bugs crawling on the pillow. The manager should handle these kind of issues with urgency and least they could do is provide a refund.

  Best western should be alleviating the situation by not only offering a full refund but also covering the cost of properly cleaning my clothes etc.

  On top of that the carbon monoxide alarms going off is very worrisome.

  November 13th to Nov 15th 

  I do not recall the room number but it was on the 3rd floor

   

  Business Response

  Date: 12/09/2024

  Dear *******,

  Thank you for your reply and additional information.  I will now forward your concerns to the GLo Best Western **** OK Downtown/Convention Center Hotel for review.  As soon as I receive a response from the hotel manager, I will follow up with you right away.

  Thank you for your continued patience and allowing me the opportunity to assist you.

  Regards,

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

• Initial Complaint

  Date:10/28/2024

  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 10/26/2024 after 7 nights paid to stay at Best Western ********************************************** my fiance' and I had a load of laundry stolen from the hotel's 2nd floor laundry room. When I reported what had happened to the hotel front desk employee he informed me he couldn't do anything about it and that I'd have to wait until the next morning to have the security camera footage reviewed by the hotels morning staff. The employee whom I had reported this incident to was extremely rude, unhelpful, and inconsiderate. When I mentioned that I was thinking about calling the police the employee replied, "Do what ya gotta do." Appr. 5 hrs later, around 2 a.m. my partner and I were awoken by a group of people yelling and arguing in the hallway next to our room. My fiance contacted the front desk and informed the female employee about the noise. She said she'd check it out. We waited for appr. 15 minutes but the yelling and arguing continued. The male that was involved in the heated argument carried an intensely threatning tone in his voice which made my fiance' want to pack up and leave immediately. Her 5 yr old granddaughter was sleeping in our room and she didn't want her to be woken up by all the commotion and yelling going on so she called the front desk a second time to tell them that the arguing and yelling hadn't stopped. The female employee who answered said she would check our floor again. About five minutes later my fianc heard this same woman's voice say to someone in the hallway, "I received a complaint from someone on this floor" Then my fiance heard a man's voice mumble something back to the woman and the woman simply replied,"ok"By this time my fiance and I were wide awake sitting in our room worried that the female employee might have alerted the man to our room. Too afraid to leave the hotel we felt forced to stay until morning. The hotel manager refused to check security footage at the time I had specified that our laundry was stolen. Lost $250 in clothing.

  Business Response

  Date: 10/30/2024

  Dear Mr.*******,

  Thank you for contacting the Better Business Bureau regarding your recent stay with the Best Western ************************  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 *** 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.  

  I reviewed the Ticket details of your complaint (CR948250).  The hotel manager ******* advised that the hotel is not responsible for personal items being lost or stolen in public areas of the hotel.   The hotel is very sorry for this unfortunate situation, however there is nothing further they can do.

  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 ******* ****.  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.
  
  Warm Regards,  *********/ *** Hotels
  

   

  Customer Answer

  Date: 11/02/2024

  Best Western ********************************************** not only refused to look at security footage during the time our laundry was stolen but they also showed no regard to the fact that this incident even occurred. The manager that was on duty whom I spoke to about the security footage wouldn't even take the time to hear out my request. As for the cleaning maid who yelled at me in the hallway, all I can say is this woman should've, at minimum, been written up for her extremely offensive behavior. The $1,187 we paid to stay at this hotel was a complete waste of money. The least this property could do is offer a refund for a portion of our stay. What type of hotel let's their customers leave unhappy and totally dissatisfied without any type of restitution? 

  Business Response

  Date: 11/07/2024

  Dear Mr. ******************** you for your further comments.  I truly am very sorry for this entire experience.   As I explained in my previous message, the hotel is not responsible for lost or stolen items.  Everyone is responsible for their own personal belongings at all times.

  As for the treatment you received from the housekeeper, please be assured that our office will handle this internally with the individual and the hotels management.   Thank you again for taking the time to share your feedback.

  Regards, *********/ BWH Hotels/ Ticket CR948250

   

• Initial Complaint

  Date:10/16/2024

  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.

  Good day,We stayed at one of your hotels in ***** (Ronceray) from October5th to the 12th. The first was that they booked us for just one person and we were two, the first night they put us in a tiny room, so tiny that the bed was against the wall. The front of the bathroom vanity was held up with black masking tape. The next day they changed us because we complained and put is a slightly larger room which was better. The forgot us 2 days in a row for room service (towels and so on) and when we said something they did not check and told us that they were sure it was done. I work in customer service my whole life and this is the first time that I am writting an email to complaint about this. There attitude was ridiculous, no smiles no apologies. They close the front door at 9 PM and you have to ring to get in but nobody answers it take forever. The hotel needs an upgrade, it need paint, in smell moldy and I would not recommend this place to anyone.I am usually satisfied with Best Western but this place was terrible and this was my first time going to ***** and this put a negative spin on the trip.This is what you say on your website:From stylish, well-appointed rooms to modern amenities, every Best Western Plus is thoughtfully designed to meet the needs of both business and leisure travelers. Our upper-midscale Best Western Plus offers many meaningful extras to provide your guests with enhanced style and ********** this case this was not respected.Thinking twice about staying with you guess for our next trip.Regards,****** ******** From stylish, well-appointed rooms to modern amenities, every Best Western Plus is thoughtfully designed to meet the needs of both business and leisure travelers. Our upper-midscale Best Western Plus offers many meaningful extras to provide your guests with enhanced style and comfort.

  Business Response

  Date: 10/16/2024

  Dear Ms. ***************** hope this message finds you well.  Thank you for your feedback regarding your experience with the Best Western  Hotel Ronceray Opera.  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 Ronceray Opera. 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 CR943096
  

   

• Initial Complaint

  Date:10/12/2024

  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.

  When we arrived at around 5:00pm 10/3/24, ***** ***** greeted us, gave my name and he mentioned I had to rooms reserved, I was confused. I said no I made one reservation with points. He insisted I had two, and that they were non cancel. I said there was a mistake, and I will call BW customer service to fix mistake. We just need a room asap we need to sleep, because we are hitting the road around 9:00pm on same day. He proceeds to charge my CC and was upset because my card was declined. I questioned how much did you charge? He mentioned he charged me the $90 for the nonsmoking room. I said no I am using points and want to go with that option. He became upset, raised his voice, was rude he said the room reserved with points was a smoking room, and that he couldnt make any changes. This really stress us out, because the clock was ticking, and we needed to sleep it was close to 6:00pm at this point. He admitted to booking a reservation on his end when I called ONLY to ask questions. He refused to use my points and give us the nonsmoking room. It was a very frustrating, and stressful situation. I felt anxious and cried of frustration that we might not get enough sleep to proceed our 8-hour drive. My husband mentioned ***** ***** told him he will give us the nonsmoking room with a discounted rate, but not using points.Texted my husband to rush across the street, so we can get inside room because we had only 3 hours to sleep. The ** representative mentioned ***** ***** told her he declines us a new reservation, because they were not the right hotel for us. I have never felt so humiliated, frustrated and never had such a horrific, stressful situation with any Best Western location.He should never be in business; he is a scammer he will try to get the last ***** out of you. Later I learned that location is infested with spiders and other bugs. I would hope something gets done with the way this man runs this location and how he conducts himself with customers.

  Business Response

  Date: 10/14/2024

  Dear Ms. Becerril,

  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 Montis Inn and can understand your
  disappointment. 
  
   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. 
   
  
  To
  make up for the negative experience, I have posted 10,000 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.
  
  Sincere
  Regards,  Elizabeth/ BWH Hotels/ Ticket CR935433