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Business Profile

Hotels

Best Western Plus St. Simons

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/10/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Book a hotel room at the Best Western Plus on SaintSimons Island for 6 nights. Feb. 1 -7. Checked in to the room and everything seemed to be working. Left and came back around 8 pm. Found the toilet was not working. It was stopped up. They tried plunging with no success. I changed rooms from 127 to 109 which was the room directly in back of 127. They must have shared piping. That toilet did not work. They said they did not have another room for me stay that night. I stayed in that room with no working toilet. I just wanted sleep one another room that till they got the toilet fixed. There were not many cars in the lot nor at breakfast. They also owed the Holiday Inn Express next door. They had rooms. I left the room the next morning around 8. They were plunging. Returned around 7:30 pm and it seemed to work after that. Kept leaving messages for the manager to contact me. Never called. When I left on the 7 of Feb. I ran into Brandy one of the managers and they accused me of putting soap down the toilet. I never saw a plumber there but I was gone all day. If they had looked both bars of soaps were there in both rooms. One bar in the shower and the other near the sink in both rooms. If they had contacted me or just looked to see the 2 bars of soap were there I would not of have had an ugly stay. I also see they do not have a BBB rating. This is the second issue I have had with Best Western hotels. I will never stay in one again. I would like a refund for 2 nights. Know apologized nor do they answer my calls. Left 2 messages today Feb. 9. Thank you. Will be leaving a scathing review.

    Business Response

    Date: 02/10/2023

    This guest checked in to a room.  An hour later complained that the toilet was stopped up.  She came up to the desk and screamed at the employee stating this fact.  My employee went down to plunge the toilet that was full of toilet paper and facies'. She could not get it to go down so offered her a room move with a complimentary upgrade to the poolside.  She screamed at my employee some more and moved rooms.  An hour later came back up to the front desk complaining that this toilet was not working either.  My employee stated that she will go down and plunge that one as well but the guest very angrily stated that was not an option.  We then offered to room mover her again and she declined the move as she didn't want to be on the 2nd floor.  Just because the parking lot is not full does not mean we are not full.  People get rides and arrive in buses all the time.  We then sent the maintenance man down to her room the next morning and he could not get either toilet to go down.  We had to call a professional plumber in costing us $250 to un clog both toilets.  We have pictures showing there was soap put down both toilets.  We have come to the conclusion that she put soap down the toilets and used this as an excuse to get money off of her room.  We tried many times to accommodate her and she would not let us.  If she does not let us fix the problem we can not be held accountable.  All Best Western's are not owned by the same people so should not be held responsible for one another.  

  • Initial Complaint

    Date:08/10/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a 2 night stay here, paying a total of $377.64, assuming I would stay somewhere clean and habitable. Upon my arrival, the room looked fairly clean, but had a musty smell. It was late and we were tired. Upon laying in our beds, both my child and I started itching really bad. We looked at the sheets and while they had no noticeable dirt, continued itching all night for 2 nights making our stay a very unpleasant one. My daughter is allergic and immediately started having a reaction in the room. As I started to fully inspect the room, I noticed several areas where visible mold was present. Along with hair on the counters and on our "fresh" towels. I also paid for a non-smoking room which appeared to have a deteriorating cigarette bud in the sink. Clearly no one cleaned prior to our arrival. This is unpleasant and unacceptable. Very disappointed and quite a disgusting room to say the least and can pose serious health issues. I will not be returning not do I recommend anyone book a stay here.

    Business Response

    Date: 08/15/2022

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

     

    We strive to ensure all of our guest experience at our hotel is an amazing one.  We thank you for bringing this to our attention.  We have reached out this this guest and ensured her that this room must have gotten missed and we gave her a full refund for her stay.  We also asked her to try us again in the future as this was a one off problem.  We also asked that upon any stay in the future if a guest is disappointed with there room, please bring it to our attention so we can make sure the problem is fixed immediately.

     

    We have deep cleaned this room and made sure all of the issues were resolved.  We have also went through and did a more thorough inspection of all of our rooms to make sure they are looked at a bit closer. 

     

    Thank you

     

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

    Customer Answer

    Date: 08/15/2022

    I look forward to any stays in the future and appreciate the immediate resolution. Thanks again and have a blessed day.

Best Western Plus St. Simons is NOT a BBB Accredited Business.

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