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Business Profile

Bed and Breakfast

Best Western Plus The Inn and Suites at the Falls

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bed and Breakfast.

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:12/16/2024

    Type:Product 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.
    On Nov 6th 2024 I called the hotel to confirm my reservation with them, they confirmed my reservation made through *******. Expedia paid them for the reservation but when I arrived at the hotel I was told my reservation was cancelled by *******. Upon checking with ******* the hotel cancelled my reservation. I then had to put the room on my credit card. The hotel therefore was paid twice, I have called the hotel numerous times but have yet to receive a return phone call to resolve the issue

  • Initial Complaint

    Date:11/20/2023

    Type:Product 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.
    This complaint focuses on the Best Western Plus The **************************** at the Falls in ************, ********. In August, I booked a reservation for one night (Oct. 28). I got an email on Oct. 28 telling me the hotel was looking forward to my arrival. There was no way in that email to confirm I would be there or any reference regarding what time I would arrive. That meant was no need to confirm. We arrived early - it was only at 6 p.m. - only to be told that our room had been sold to someone else (presumably at a much higher rate). The less-than-helpful man behind the counter told us he had tried to call us. But he was calling our home number in ********, ******, so we obviously could not get any of his alleged calls. What is the point of reserving a room long in advance if the reservation wont be respected? We were forced to scramble to find a room at another hotel at a considerably higher rate. And breakfast wasnt included in the new hotel. All told were out more than $100, plus we were inconvenienced and left in the lurch. Im a long-time, loyal Best Western customer and am shocked at the shoddy way we were treated by the hotel. The company is legally liable to compensate me for the losses incurred due to your improperly trained hotel. Im writing to request compensation and to demand that the Best Western chain bring its ************ hotel in line with industry standards and basic decency. I am attaching the Best Western confirmation that shows the room would have cost $200.82, as well as the receipt for my replacement hotel (Holiday Inn), which cost $279.19. We also had to spend $25 on breakfast.That means I'm owed a total of $103.37 USD. Heres my confirmation number for the original room: ********* / Gold Member: ****************

    Customer Answer

    Date: 12/14/2023

    Better Business Bureau:

    At this time, I have not been contacted by Best Western Plus The Inn and Suites at the Falls regarding complaint ID ********.

    Sincerely,

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

Best Western Plus The Inn and Suites at the Falls is NOT a BBB Accredited Business.

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