Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Hotel Management

Best Western St. Louis Airport North Hotel & Suites

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Management.

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/21/2024

    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 booked a room for 2 nights using ****** points and we arrived a little late like 7pm as we work night shift and drove 4 hours to get to St louis for our meetings. We checked in we and grabbed take out and came back to watch TV obviously for the majority of the night again since we work night shift. The TV did not work, the cords were ripped from the wall and glued, tapped, twisted together. We went to the front desk asked for help, he never came. Went to the desk after an hour and spoke with him again and asked to change rooms. He directed us to the Kiosk, and the lady on the kiosk lied to us said there was no other rooms, basically to deal with it. I told her she needed to book us into another hotel if she wasn't willing to help we were not spending multiple days in a room with no entertainment. She said "you're only booked for 1 night", I stated that's incorrect we are here all weekend. She says "oh in that case ill move you then". Got new room keys moved our stuff the room was a little funky smelling we sprayed some cologne and turned the TV on and ate. I brushed my teeth and the water did not drain hair floated up from the drain. I was like gross and lifted the toilet lid to pee the toilet backed up and filled to the rim with ***** matter. Turned on the shower it filled with water and did not drain. We now knew what the smell was and it over powered the room, it is pushing 1am now and they swear there is no other rooms. We had to go to the pool area to use the bathrooms which were also flooded had shit/piss and vomit all over them. We spoke to the desk attendant several times he said he would switch us. He never accomplished that before we left for our meeting. We arrived back told him we still needed a new room ours was absolutely disgusting. He never accomplished the task and we continued to use the just as gross common area bathrooms to clean up. I reached out to the hotel and the manager apologized saying she was returning my points.
  • Initial Complaint

    Date:01/17/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore 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 checked in to the Best Western in Hazelwood room *** on 1/9/23. I planned to stay there with my kids for two weeks 1/9-1/23/23 while our hvac system was being replaced. I noticed itchy red spots on my arms on the morning of 1/12. I left the room and reported it to the front desk. I showed the lady my arm and she said it looked like bed bug bites. I waited in the lobby to talk to management. When I spoke to management, she moved me to room *** and said she would have room *** checked for fleas. I washed all my clothes in hot water with hopes of not taking any critters to my residence. Over the next few days my arms got worse and my daughter had bites on her arms. My son who slept in a different bed did not get any bites. I went to the doctor on 1/14 and they confirmed I had bed bug bites that were causing my misery. I went back to the hotel with my results, they stated the manager would be back on 1/16. I could no longer stay in this hotel so I checked out early on 1/14/23. I had paid in advance for the whole stay from 1/9-1/23. I paid a total of $1774.20. They refunded me $1130.50. I would like them to refund the entire amount I paid. Balance being $643.70. I don't feel like I should pay for services that caused me new problems that I didn't have before I checked in. This situation has cause me extra problems because now I have to exterminate my house as a precaution. I also have to deal with the trauma and anxiety of never wanting to stay at a hotel again.

    Business Response

    Date: 01/24/2023

    I am responding to the complaint issued by Mrs. ******* ********* that we received on 1/23/23. 
    We received her complaint on 1/12/23. We always take any complaint seriously and immediately moved her to a different room so that ***** could inspect the complaint. During the time frame that we waited for ***** To come back in and inspect the room, the guest husband came down to the front desk and told the Front Desk agent that they were here since their home was being fumigated for Bed Bugs and wanted a refund for their stay. If the guest knowingly brought Bed Bugs with them, there is no compensation issued. I had ***** treat the rooms for infestation and the room has not been entered since the 12th except for ***** who treated the room on the 16th. She has already had the health department come down and check on this as well, and the same information was told to the inspector. I cannot take the chance of an infestation and the room will remain closed to the public for 4 weeks to make sure that it is safe to rent. ***** will return to do a second treatment of the room by 1/27/23 and then the department of Health will be here to clear the room on 2/6/23. 
    We take the safety and well being of our guests seriously. By being notified of a possible infestation, treated not just the room she was in, but the ones on either side and across. Plus treated the room she was moved to as well as the rooms next, across and below. We have incurred over $1000 in fee's from ***** to make sure that there are no specimens in this building. 
    I would be more than happy to provide documentation if required, but strongly disagree with this complaint.
    -- ****** *****

    Customer Answer

    Date: 01/25/2023

    Complaint: ********



    I am rejecting this response because:

    This information is not true. I have documentation and receipts showing repairs for my furnace. I was staying at this hotel while my furnace was being replaced. I wanted a warm place for my kids and myself. I can't believe that Best Western is making this up.

    I lost $643 and got bed bug bites from this hotel. I want a refund and an apology. Yes, I called the health inspector to report this. I can't believe that they blamed this on me. What a scummy business move. 







    Sincerely,



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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.