Complaints

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:01/22/2025

  Type:Sales and Advertising 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.

  Complaint acceptance response taken in dictation by BBB *** SS 02/03/2025 The general manager ***** ***** has offered a free night stay. I would like to update the complaint to resolved. en, the walls are very thin at this hotel. I went there for peace and quiet and had to deal with a couple of rude partiers. While there were other rooms available, the rooms (from what I could tell) were almost ALL empty. Also, this business has an F rating for not replying to complaints. The day after, I did a review on ****** about my experience. The main manager did respond to that complaint and wondered why I had not changed rooms. I called and asked to speak to him once and spoke with the front desk manager. I had also left a v/m for the main manager, and surprise, he never called me back. The front desk manager stated I would not be getting a refund for the previous night, due to the fact that I had refused another room and not had the desk contact the guests for their unruly behavior. My bank is refusing to dispute the charges as I was in the room for four hours. I did not spend the entire night and feel this is very unfair. I am seeking a full refund!

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My wife and I stayed at your hotel September 1st, **************************************************************** the next room, from a distance of about 8 ft from the connecting door. ********** allegedly has building codes that create a standard for hotels to have a Sound Transmission Class (STC) of 50. Based on the recordings from our stay, this hotel has an STC of about 30 between rooms. As a result, there is essentially no privacy between rooms and creates an awkward and disappointing experience. The request is to replace the doors between adjoining rooms to bring this hotel in line with reasonable sound isolation standards that would provide basic privacy for future guests. If this cannot be done, then please explain why this hotel is exempt from meeting an STC of 50. Thank you. Upon request I can share the recording of the conversation from the adjacent room. References:*************************************************************** **************************************************************************

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of transaction 9/25/2024 Total of transaction was $414.58 $192.29 a night for 2 nights $30 fee ???The business advertises that they have a hot tub and a significantly better ambiance to the hotel. On their business profile on ****** and Apple Maps. I called to book the appointment (9/25/2024) and was assured by the agent (*******) that they did in fact have a hot tub for visitor use.Spoke with ***** who verified with me that their advertisements are inaccurate and have been for the last two years. Apparently the owner owns both hotels the best western and the Hilton next door that is being falsely portrayed as the best western in their advertising.After realizing that the hotel did not have the hot tub the desk agent asked me to go check next door to see if the Hilton would allow me to use their hot tub. To which they declined unless I booked a 700$ room for the night. After hearing this I went back to the best western and asked for a complete refund as they were unable to provide the only service I booked the hotel for with my disabled mom. They told me that they are unable to issue me any sort of refund because I did not cancel the reservation with at least ***** hours of notice. I cleaned out my entire room came back and gave the keys back to ***** in the office.The front desk agent ***** was polite in this difficult situation and recommended me to speak with ***** the general manager. But was unable to give me his contact information. Instead telling me to check back in on Sunday.I arrived 30 minutes early to check in which may be the additional charge for early check in. I have screenshots of bank statements and an audio/video recording of these facts being confirmed.