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Business Profile

Hotels

SureStay Plus by Best Western Fenton

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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:06/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 made a reservation for 6/14/25 for one night. I was in town for a baseball tournament. On Friday, 24 hours before, I called the Fenton location to see what to do about cancelling our hotel because of the consistent rain, and she said yes you can call tomorrow and cancel, no problem. I called the next morning around 10 am and the gentleman I spoke to said no you will be charged. I pushed back on him and he ended up hanging up on me without saying what he did or did not do so I had no idea. I tried calling the Fenton location back three times and they would not answer the calls. I then called the customer relations line and spoke to ******. She told me I could cancel, no charge that I actually had until 4:00 that day to cancel. Then I see on my bank that I was in fact charged. I called back again to customer relations and they told me they would escalate it and I would hear back on Monday. I called on Monday and am told that the hotel is holding to their cancellation policy per the group contract. I was also told by customer relations representative that there was a glitch in the system that was allowing people to cancel no charge. I was told that they would refund me, but might be a paper check. Then after 4 hours I still do not hear from anyone and I call back and they say that a supervisor will call and that the location in Fenton will not refund me. I spoke to a supervisor and he basically called me a liar. I am very upset by how this has all went down. I have been on the phone for hours trying to get this settled. I don't like that a supervisor told me I was lying.

  • Initial Complaint

    Date:10/15/2024

    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.
    I reserved my room via Expedia. On ******* and their website its states pet friendly. When i arrived at the location I had to wait for the guy at the counter to get off a personal phone call. I gave my name and made him aware it would be 2 adults and not one and that I had a small dog. He said okay no problem. After he charged my card and I signed up with the loyalty program he says oh wait you have a dog. We no longer accept pets. I said why was this not updated on the site but more importantly why was I not told before you charged my card. His only reply was sorry AND he said he wouldnt charge me a cancellation fee. I let him know I will be filling a complaint and he shrugged his shoulders. I asked when would I get a refund and was told to contact my bank. After driving 4 1/2 hours from ******* and spending time with my family around the corner at Fenton Park I had the joy of sitting in a car looking for a hotel. To add also the hotel has made an attempt to get another 125 from me while Im still waiting on my refund. Honestly im not sure if the guy at the counter was honest about the pet policy or if he was racist because why not tell me immediately that there are no pets when I informed him I had one. Horrible experience. I would like my refund because I honestly dont trust that the front desk clerk processed it correctly and I would like confirmation from the hotel of this pet policy. Ive enclosed the receipt from the hotel as well as the screen shot of them attempting to change my card.

    Business Response

    Date: 11/06/2024

    We had a change in policy, the consumer has been given a refund.

SureStay Plus by Best Western Fenton is NOT a BBB Accredited Business.

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