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:01/13/2025

  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 had a medical emergency & could not stay there the 2nd night/day. My case manager tried to refund back to my credit card but they said they needed to speak w the mgr. needless to say I was charged ****** for a day I never stayed at this facility. They still refuse to refund back to my card saying they charged me ***** for 3 hrs before leaving though there is no proof I was there for 3 hrs that day from ******** was never told a fee like that would incur or my case manager. They have very shiesty business ************** fully capable of a refund for never staying the second day through the night. A letter was supplied by my case mgr. in my favor. She has no reason to be dishonest just like I have no reason to be either. Its on *************** & crooked fraud practices of that establishment. Ill never stay at Best Western again.

  Business Response

  Date: 02/03/2025

  This is the first message we have seen in regards to this complaint.  Mr. **** checked into our hotel onJune 25th, 2024 for two nights and was later taken to the hospital.  No one showed up to collect his property until after 3PM on June 26th, more than four hours past our 11AM checkout time.  All of our housekeepers had already left for the day and his room was left in an unrentable condition.  Mr. **** has launched a series of complaints against this property demanding a refund for the second night even though the reservation was beyond the cancellation deadline, his property had not been removed by 11:00 AM, and he is inelligible for any refund.  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22803797
  
  I do not accept the business's response as a resolution to my complaint. I left the hotel with ALL my belongings packed in my backpack. The sheer dishonesty of this business is a complete disappointment and robbery to any and all of the disabled population. My case mgr at the time of my departure took my Discover card to the desk and a refund was refused. This was definitely before 3pm as the crooked mgt keeps stating. Basically they robbed me and social security. Good job!
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/09/2025

  Mr. ****,

  The guest services agent who was on when your caretaker and the police officer arrived at the hotel was named ****, and he punched in for his shift at 3:00 PM on June 26, 2024.  I have the payroll records to prove it.  **** is the agent who noted that a police officer and family member (caretaker) was here at 3:15 PM requesting to check you out on June 26, 2024.  I have encouraged you to contact the Concord ***************** and verify with them what time the police officer was dispatched to our hotel to assist your caretaker with collecting your belongings.  Instead, you continue filing complaints and making demands for a refund.

  On June 25th you purchased accommodations for two nights at our hotel, June 25th and 26th, 2024.  At the time of purchase you were past the cancellation deadline and the purchase was final as we require a minimum of 24 hours notice to make any modifications to reservations.  To make an exception to this, two factors must be met: 1) The room is checked out early enough that we are able to resell the room.  2)  There are staff available to clean the room. 

  It was 3:15 PM when your caretaker came to the desk requesting to check your room out.  Your room was dirty and could not be resold for the night.  All of our housekeepers had left for the day and there was no one available to clean the room.  The hotel was nearly sold out, was completely sold out of your room type on only had a few specialty rooms left.  A refund was refused because the hotel would incur a loss on a room we could have sold if given ample time and notice to do so.

  In one of your complaints you brought up late checkout fees, and our fee structure works much the same way.  Checkout time is by 11:00 AM.  Had you checked out by 11:00 AM on June 26th we most assuredly would have refunded you in full for your second night.  Late fees are applied after 11:00 AM and the full nightly rate is applied if a room is not vacated before housekeeping leaves for the day.  Again, your caretaker did not check your room out until after 3:00 PM.  The last housekeeper, **********, punched out at 2:00 PM on June 26, 2024.  It does not matter that you no longer occupied the room for the rest of the evening, the room was dirty and unrentable and could not be rented to anyone else.  As such, no refund can be approved.

  ****

  Business Response

  Date: 02/09/2025

  Mr. ****,

  
  The guest services agent who was on when your caretaker and the police officer arrived at the hotel was named ****, and he punched in for his shift at 3:00 PM on June 26, 2024.  I have the payroll records to prove it.  **** is the agent who noted that a police officer and family member (caretaker) was here at 3:15 PM requesting to check you out on June 26, 2024.  I have encouraged you to contact the Concord ***************** and verify with them what time the police officer was dispatched to our hotel to assist your caretaker with collecting your belongings.  Instead, you continue filing complaints and making demands for a refund.

  
  On June 25th you purchased accommodations for two nights at our hotel, June 25th and 26th, 2024.  At the time of purchase you were past the cancellation deadline and the purchase was final as we require a minimum of 24 hours notice to make any modifications to reservations.  To make an exception to this, two factors must be met: 1) The room is checked out early enough that we are able to resell the room.  2)  There are staff available to clean the room. 
  It was 3:15 PM when your caretaker came to the desk requesting to check your room out.  Your room was dirty and could not be resold for the night.  All of our housekeepers had left for the day and there was no one available to clean the room.  The hotel was nearly sold out, was completely sold out of your room type on only had a few specialty rooms left.  A refund was refused because the hotel would incur a loss on a room we could have sold if given ample time and notice to do so.

  
  In one of your complaints you brought up late checkout fees, and our fee structure works much the same way.  Checkout time is by 11:00 AM.  Had you checked out by 11:00 AM on June 26th we most assuredly would have refunded you in full for your second night.  Late fees are applied after 11:00 AM and the full nightly rate is applied if a room is not vacated before housekeeping leaves for the day.  Again, your caretaker did not check your room out until after 3:00 PM.  The last housekeeper, **********, punched out at 2:00 PM on June 26, 2024.  It does not matter that you no longer occupied the room for the rest of the evening, the room was dirty and unrentable and could not be rented to anyone else.  As such, no refund can be approved.

  
  ****

  Customer Answer

  Date: 02/10/2025

  Of course the room was dirty. Dirty carpets that turned my socks black & an attendant who told my case manager he had to speak to the manager & didnt refund. Was that you? Personally Ive never heard of such policy and lack of grace to the disabled. Complete disregard and completely happy to file here so others know how you conduct business. No matter the time even a partial refund would have shown pride you take in guests who Choose to stay at your filthy hotel and corrupt establishment. Never again would I Choose to do business with Best Western Ty