Complaints

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

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  Best Western

  1100 S Michigan Ave Chicago, IL 60605

• 

  Best Western

  350 W IL Route 173 Antioch, IL 60002-1870

• 

  Best Western

  1100 S. Michigan Ave. Phoenix, AZ 85014

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  Best Western

  675 Roosevelt Glen Ellyn, IL 60137-7691

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  Best Western

  9424 Waukegan Road Morton Grove, IL 60053-1352

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:06/21/2025

  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.

  Subject: Formal Complaint Regarding Negligence and Professional Misconduct at Best Western Plus, ********, ** (******************************************)Despite diligently trying to resolve this matter amicably with hotel management, I have been forced to escalate this with the BBB.Upon checking into two rooms with my family around 9 PM on 06/20/2025, fully unpacked belongings, around 9:45 PM, the hotel's fire alarm system activated multiple times in rapid succession. The repeated activation of the fire alarm caused widespread panic among hotel guests, including my family and myself. This incident traumatized my emotional support dog, who was nearly trampled amidst the chaos and panic. After requesting a refund at the front desk, I overheard a conversation between the front desk attendant and the manager, the attendant advised the manager to "check the fire system panel," it is my belief that this incident stemmed from unresolved maintenance issues and represents a clear act of negligence by the hotel.I told the manager *** I feel unsafe in the hotel, *** didn't care. His explanation for the alarm's activation began to shift inexplicably, initially attributing it to a guest pulling the alarm and then claimed it was due to someone smoking, clear dishonesty to cover up negligent unresolved maintenance issues with the fire alarm system. I requested *** to immediately remove the perpetrator that committed the ******************* and he refused to do so. *** then inferred that I was equivalent to the person who committed this Class B misdemeanor. ***** actions represent clear retaliation to a legitimate negligence complaint. After this, I immediately evacuated my belongings and left the hotel to find safety.Failure to provide a full refund will force me to file a complaint with the Attorney General of Missouri, citing consumer protection violations, breach of duty of care, misconduct by management, and negligence.Yours Truly,-*****

• Initial Complaint

  Date:08/30/2024

  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.

  I'm complaining about 2 Best Western promos I registered for and completed qualifying stays, but for which they won't give me credit. I've utilized the Missing Rewards Points webform on their website (Ref *******), sent the invoices I suspect weren't counted, received 3 non-sensical responses as to the reason for the denial, and also contacted the General Manager of the Best Western Tomah Hotel who was not helpful at all. I told both Best Western "customer service" and the ** that I would be contacting the BBB. They really don't care. I also said I would be contacting the agency regulating hotels. The *** is next (false advertising and fraud for enticing me to spend down my points without giving me the advertised reward).Promo 1: Stay 3 Nights and Receive ****** points. You can do this twice. I received the first ****** points reward, but not the second. I stayed a total of 6 nights, 5 nights at the Best Western Tomah and 1 night at **************. *****. ** seems to have recorded only 4 of those visits. Enough time has passed for the points to ************ 2: PayWithPoints that I used 5 times, but it looks like I only received credit 3 times (4 of the 5 invoices actually say PayWithPoints but the 5th was processed by someone who didn't appear to know what she was doing).The Rewards Activity summary on my account is ridiculous, comprising 8 pages if downloaded to a PDF. There is nothing to identify what invoice the entries are for i.e. an entry for July 12, which wasn't a night stayed, so I have no idea what stay that was for. I've spent so much time waiting for points and trying to reconcile the mess. I want ****** points credited to my account (****** for the 2nd 3 nights promo and ***** for the missing PayWithPoints transactions).I also want additional points for missing out on rewards offers available had I been correctly awarded the correct amount of points.After that, I am done with the ** chain, which has gone downhill and is no longer trusted.

• Initial Complaint

  Date:08/08/2024

  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.

  Regarding a stay at the SureStay Hotel in *************** on ******************************************************************************************* Reservation Number: ********* I have staying in dozens of Best Western properties as well as many upon many hotels over the decades and I honestly have never ever complained. Not once. This is a complaint regarding the property with the information above. I've had rashes after staying one night at this hotel. The rashes went on for weeks and after speaking with my doctor, the doctor did inform me that it is very well the unsanitary conditions of the hotel.The carpets were dusty and molded in many areas especially along the bed area.I was parked on the ground floor on the west side of the building. From where I was parked I can visibly see through the opened door of the vacant room. As I've entered my car to leave, a maid entered the empty room and I saw her go through her cleaning routine. She didn't change the sheets, and just made the bed after the customer had left. I'm not sure if someone else comes around with a vacuum, but there was no vacuuming done either. On top of this, the lobby attendant was rude. I was the first one to arrive and he had made me wait to attend to two other guests that arrived after I did. I have never complained at any hotels ever in my entire life and this property would be the first. I have honestly never staying at a worst accommodating hotel like this.

• Initial Complaint

  Date:04/12/2024

  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.

  I have contacted Best Western Corporate twice and they state they cannot help. I feel they should take accountability for their ******* made a reservation with Best Western, Findlay on 4/4/24 for the night of 4/8/24. The reservation was made through Booking.com. The next day we found out that our son was having a health crisis and realized that we may need to cut our trip short.I called the owner of the hotel, *******************, the afternoon of 4/5/24 to inquire about a cancellation. He told me that he could not offer a refund because the booking was made through a third party. He also told me that he had multiple people calling to book the room and asked me to let him know our decision. I spoke with a rep from Booking.com that evening and she immediately agreed to refund the fare due to the emergency nature of the situation. She called **** with me on the phone to request that he approve the refund and he immediately adopted a nasty tone and refused to agree to the refund. I whispered to my husband that **** was being rude to the rep, and he heard me say this and became agitated and began to scream at me, using racially charged, misogynistic language. He screamed that I was a ***** three separate times and when I asked him not to scream at me he shouted I will SHOW you screaming in a threatening manner.The Booking Rep and I asked him to disconnect so we could complete our call. I was very upset and she was attempting to reassure me and he burst back onto the line (he has only pretended to hang up and was listening in on our conversation) accusing her of scamming the hotel. Our family did end up traveling to *******, but had to make a second booking in the area due to feeling unsafe traveling to this hotel due to the hate speech, threats, and unhinged nature of this hotel owners behavior.On reading reviews of this hotel, we noted this is a pattern of behavior for this owner, threatening guests until they leave and refusing to refund their fare.

• Initial Complaint

  Date:02/23/2024

  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.

  We were staying at the Best Western for a long period of time and when we first arrived they told us about the $50 incidental fee that we would get back from each night. We still have yet to receive any of the $50 deposits from staying there multiple nights. Almost a month.

• Initial Complaint

  Date:10/27/2023

  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.

  I am a Best Western platinum member. They decided to cancel my account without notifying me properly.I wasn't notified by phone call text message or email correctly. With that being sai just found out today. Ten twenty 72 thousand twenty three, and I was with them. Since november the third two thousand and twenty. But you didn't steal their rude disrespectful. And can't seem to tell me what's going on with my account. And why it's clothes and what's going on did I call too many Ardist onon my account. First I was threatened by customer service. Just to be proven that it's just to be told that I was correct 3 to 4 months later than after that. I didn't know I didn't know my account. Cause someone with using my promo points. And they put a freezer on my account for 7 days. And after seven days they Where to notify me but no one did it. Just so happen. I called today to find out about my account. Account closed.Platinum membership Over One hundred and fifty stays. At one twentieth day for almost a year. Someone, please tell me my total a**Butt with this corporation just to be treated like manure cows wanure...