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:04/11/2024

  Type:Product 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 stayed at the Best Western Milford MA Dec 1 and 2, 2023. When I checked out I was told I must pay $279.56, even though I had already fully paid this reservation using 2 gift cards via Best Western's website. I even sent the hotel manager (*********************) copies and email confirms of the prepaid reservation for $206.29. ***** eventually reimbursed my credit card $206.29. He stilled owed me $73.27 but refused to refund that amount, stating the total stay was $279.56. I provided him the documentation of my prepaid reservation for $206.29 but he insisted the total stay was $279.56. I even called Best Western corporate and logged a case. They eventually told me I had to contact the local Best Western in Milford, **, even though I showed them the email chain to hotel manager *********************. They said they couldn't do anymore. I even disputed the charge with my credit card and they said they couldn't do anything and that I'd have to contact the hotel. I felt helpless and nowhere to turn except filing a BBB complaint. This has been very frustrating. All I want is the remaining $76.27 Best Western owes me. I even told them I would file a complaint with the BBB and they didn't even care. This Best Western is Milford is very bad. I was not able to sleep the entire night of day 2 due to a party next door. Called the front desk multiple times and they did nothing to stop it. I should have called the police since the hotel didn't care. The hotel also was housing 50 plus migrant families who cleaned out the breakfast food each morning. I'm fine with hotels housing migrants and support migrants coming into our country. The hotel needs to do a better job of managing them so us paying customers have a good experience. These migrant families had nothing to do all day and took over all the common spaces in the hotel. All I want is a $76.27 credit and Best Western Milford would rather me report them to the BBB than give me a credit. Very sad and unprofessional.

  Business Response

  Date: 05/24/2024

  This guest have stayed with us for 2 nights have have charged $279.56 and refund him $206.29 . we have charged $73.27 for staying with us.

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21562400
  
  I am rejecting this response because:  Best Western manager ************************* response to my complaint doesn't address my issue of being overcharged.  All he did was attach a copy of the folio for my stay showing the incorrect amount I was charged.  He refuses to address the issue of being overcharged.  He would rather receive a negative score from the BBB than simply refund me $73.27 for the overcharge.  He needs to do the right thing and put his pride aside.  This Best Western is failing in so many ways and doesn't need a negative BBB score.  I feel helpless.  What more can I do to correct this injustice?  If the Best Western in Milford continues to treat their customers this way, they will fail as a business.  And all for $73.27.  Very sad indeed.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/06/2024

  The Better Business Bureau spoke to the business and the way it was explained was the total amount for the two stays is ******. This amount was what would have been presented when the booking was completed on 11/27/23 at 12:06PM ***** for the first night and ****** for the second with about 30 dollars in taxes. The consumer paid using 2 gift cards with ****** remaining on the balance of the cards the rest would come off the consumers credit card. The hotel accidently charged the whole thing ****** on the consumers credit card. The business refunded ****** the remaining amount of the gift cards and kept ***** as this was the amount owed from the reservation. 

  Customer Answer

  Date: 06/06/2024

  Hi ******,

  Thanks for contacting me this morning regarding this ** complaint.  I'm attaching the original email confirmation from **.  I made the reservation using **'s website and fully paid for the 2 nights using ** gift cards.  You can clearly see this on my email confirmation from **.  This reservation was 100% prepaid and I should have owned nothing when checking out.  I'm also attaching the email chain back and forth with the ** manager *********************.  BTW, this hotel is currently closed and not taking reservations.  I called the hotel and they said they are closed for renovations until July 2024.  I tried making reservations using various dates out through Feb 2025 and kept getting a message that no rooms were available.  I told the hotel this and they didn't have a good answer.  I even attempted to have them make a reservation out in Sept 2024 and they said they couldn't.  Very poorly run hotel that gives you the run around.

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

  Customer Answer

  Date: 06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

  Note: I did verify that Best Western Milford MA did in fact credit my CitiCard for $73.27 on June 10, 2024.  I'm satisfied with this but have to admit it wasn't easy and took 6 months to resolve with Best Western.  

  
  Sincerely,
  
  *****************