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Business Profile

Hotels

Best Western Dartmouth Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:02/26/2025

    Type:Product 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.
    The front desk manager promised to issue our refund because the hotel smelled like mold and she denied our refund

    Business Response

    Date: 03/03/2025

    This guest checked into our hotel. They walked into the hotel complaining that this was not where they wanted to be, that it was not close enough to the venue for the event that they planned to attend. They were unhappy with a smell in the room that they had been given, and their room was changed. They also complained that the shade in their original room was coming out from the wall, not going down to cover the window. They went to the second room and again found it not to be satisfactory. My front desk agent told the guest that because they had booked through a third party, we, at the hotel are not able to cancel that reservation. We also cannot refund the guests' money as we are not provided with their credit card information, but with a 'virtual credit card' from the 3rd party with whom they booked the reservation. this guest was told that they needed to call their third party and cancel through them as soon as possible because in order to receive a refund we needed to hear from the 3rd part that night or the following day. This guest did leave the hotel, but we did not hear from the 3rd party for several days for several days at which point, the reservation had been charged and we no longer would be able to honor a refund. We often get calls about cancelations day and night...often before a guest has actually left, especially when they are looking for a refund, they are time sensitive, as was explained to this guest. This guest then called my front desk agent screaming profanities at her and calling her names. This guest made a reservation and did not cancel in a timely manner. They did not complete what needed to be done in a timely fashion and a refund is not due to them from the hotel.

    Customer Answer

    Date: 03/05/2025

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    I reject their response because I was promised by their front desk associate that my refund would be approved. After being promised, my refund would be approved. I declined a $451 refund from ******* because I thought that whole amount would be refunded because the lady at the front desk promised me she would approve it. Also, theres no need to lie. My mom and my aunt were not there for no event. They were not looking for a venue. They were not too far away from a venue. The hotel just had a moldy/mildew smell and they didnt want to stay there because of that!  They were there to see my grandmother. Your associate or manager did not tell us that ******* needed to contact them within a certain amount of time for our refund to be approved or I wouldve let ******* know that they needed to contact them within a certain time when I spoke with them, just like I told ******* that your associate told me my refund would be approved . I also have proof, screen recording that I contacted Expedia the same day they were supposed to check in which was on Feb 19th! 

  • Initial Complaint

    Date:06/17/2024

    Type:Service or Repair 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.
    June 12th - June 14 2024 is when I stayed at this hotel. I booked through Priceline once I got there they told me there was a deposit which wasnt listed anywhere. I was told it was new and they was still updating everything to let everyone know they now charge deposits. I got charged 2 deposits at this point in time I put them on 2 separate cards. The first night I stayed my son has an accident he has a medical problem where he sometimes as accidents. He peed the sheets and I took them and removed the bad to make sure it wasnt peed on or the mattress and it was clear. I went downstairs at around 10ish and asked to please change the sheets and explained to them what happened I was told they would change it but I would have to leave. So I left came back around 3pm, and housekeeping didnt change anything they never step foot in my room and I had already cleared the sheets all they had to do was put new ones. I call corporate and complain about the situation. They open up a ticket, I get a call today 6/17/24 from an assistant and was told now they are keeping my deposit and stating the mattress was ruined which it was not. When I tell them they charged me twice I get told no we didnt. As im looking at my statement and its clearly charged. The management was unhelpful and ridiculously rude about the situation. And now they are keeping 2 deposits and lying about it.

    Business Response

    Date: 06/18/2024

    This guest checked into the hotel and stayed for 2 nights with 2 separate reservations.   We do take a $100 hold for incidentals and damages which is then released upon checkout unless there are damages to the room.  Unfortunately, in this case, upon check out the mattress was found to be saturated in urine and had a strong odor of urine.  The room was not able to be turned over and sold for the following 2 nights.   Because of this damage, the hold was then charged once for the $100.00.  Attached please find the folio charges for the urine-soaked mattress in the amount of $100, which does not cover the amount of lost revenue to the hotel.

Best Western Dartmouth Inn is NOT a BBB Accredited Business.

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