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:08/22/2024

  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.

  My husband and I booked a stay at this Best Western for our honeymoon June 27-29, 2024. I am seeking a full refund for our stay. This was the most disgusting hotel I have ever stayed in. All weekend our key cards didn’t work to get into our room and we were given four different excuses as to why they didn’t work. Our toilet didn’t flush so we had to manually flush it by taking the top off the tank. We were given blood stained towels and there were blood stains on the shower curtain. There was other peoples hair all over our jacuzzi and shower. The jacuzzi took over an hour to fill and the water was ice cold. There were also bugs in our room my husband and I couldn’t identify and had to kill. I was covered in itchy red bumps for weeks after we left. The floors were covered in dirt and it seemed like this room had never been cleaned. I filed two complaints with the hotel the night before we left. When we checked in my card was charged $477.40 which is the amount my confirmation email told me my stay would cost. When I checked out I was given the receipt below saying I owed $0.00 and was credited $386.17. The original amount was pending in my account for 4 days so I called BW customer service. She spoke to the hotel that said I was being credited $386.17 and would only be charged $91.24 for my stay. The pending charge disappeared and I got all my money back. The next day I was charged $386.17 by the hotel and it overdrafted my bank account. I have spoken to customer service probably a dozen times and they claim they can’t see each individual hotels billing. I have tried countless times to speak to the GM of this hotel and she refuses to contact me or no one answers the phone at the hotel. I was finally told by customer service that the GM said she spoke to me on site and that is NOT true. I was handed my receipt and told to have a nice day. This has been the biggest nightmare and I am looking for a full refund. Please contact me for more information.

• Initial Complaint

  Date:05/23/2023

  Type:Product 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 made a booking with this hotel early on May 14, 2023, I immediately received the confirmation email at 2:49am. In this case, the booking was made through a third party. I attempted to check-in to the hotel at 3:15am, approximately 24 minutes later. The employee at the front desk advised me that my reservation did come through, but she had cancelled it at 3:00 (11 minutes after booking) for a no-show. She had then sold my room to another customer, that was actually still present in the lobby.
  The booking service, Hotels.com (Expedia) has requested approval to give me a refund for the room, but the hotel manager has denied this request.
  They received $115.15. I paid for a service, attempted to check-in for that service, was denied that service and the service was sold again to a third party. They simply stole my payment and refuse to refund it. After reading the reviews, I see that mine is not a unique situation with this property. Their check-in policy does not state anything about a cut-off time for check-in, to the contrary it openly states that you can check in "anytime."
  While I initially wrote it off as a glitch in the system, the blatant refusal of the management to extend the refund now looks much more like theft.

  Customer Answer

  Date: 05/23/2023

   

  Thank you for your quick response.

   

  I am attaching the email confirmation showing the time stamp of 2:49am on 5/14 and the email from Hotels.com today stating that the hotel management refused the refund.  In this email, they make mention of “holding to the original cancellation policy.”  However, as you will see in the written confirmation, it is stated that there is no cut-off time for check-in.

   

  To be clear, the confirmation shows “anytime” as the limit for check-in.  It makes no reference to a 3:00am cancellation time.  At any rate, cancelling the reservation a mere 11 minutes after the booking represents very shady business practice.  It’s only made worse by actually selling the room again to a third party.

   

  At this point, Expedia (Hotels.com) is of no use as an intermediary as they are only being used for the hotel management to hide behind.  I would ask that a check in the amount of $115.15 be mailed directly to me for the resolution of this refund.

   

  Thank you much for your efforts.

• Initial Complaint

  Date:03/05/2023

  Type:Order 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 made my reservation at the hotel online on January 8th, 2023. I arrive at the hotel on March 3rd, 2023 around 4:45pm and was told they had no room available for me and I needed to find another place to stay. I was never contacted prior to my arrival date informing of this so I could have made other arrangements. I was able to find another hotel nearby, but had to pay more for it. I would like to be reimbursed the difference, $43.27, due to the negligence on the part of the hotel. The original cost of the room I booked was $121.67 and I ended up paying $164.94 at the other hotel I ended up staying at.

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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 stayed a night in a room woke up in the middle of the night with bugs crawling on me. Went to the front desk was told they couldn’t help me just put in a maintenance request I called trying to speak with management wasn’t able to reach anyone because I left immediately after leaving the from desk called in to customer service they gave me points

• Initial Complaint

  Date:08/26/2022

  Type:Product 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 am in between homes & often stay at Best Western Port Columbus. The mgr Roger has a problem with me
  for no reason. I don't even know him & he attitude with me. He is letting his employees have free rooms. I pay for mine. He went into my room & took pictures of my stuff. And had the employees kick me out with no reason & no refund. He was not there. I did not have anything illegal in the room.
  They are having a party in a room tonight for free. This Mgr needs to be fired. He does not own the hotel.
  I paid $89 for my room & I didn't get to stay in it.

  Business Response

  Date: 09/13/2022

  Guest  ****** ***** stayed in guest room 306 on August 23, 2022 The rooms was in the name ******* *******, whom we have to guess  is a friend of Ms. *****.  ******* checked out of the hotel the morning of the 24th.  As the housekeepers were cleaning rooms Ms. ***** found a door open next door and moved her things to room 308  on August 24, 2022. The hotel found at the end of the day as rooms were being inspected. Pictures of the room were taken as to identify who was in the room. Because the room was not registered to Ms. ***** and was not paid for she and her family were asked to leave. Ms. ***** may not have had illegal items in her room, but was in the room illegally. There are no funds to be refunded as no money was paid. It is at the managers discression to adjust a guest room rate or to comp a guest room.

  Business Response

  Date: 09/13/2022

  Guest  Monica ***** stayed in guest room 306 on August 23, 2022 The rooms was in the name ******* *******, whom we have to guess  is a friend of Ms. *****.  ******* checked out of the hotel the morning of the 24th.  As the housekeepers were cleaning rooms Ms. ***** found a door open next door and moved her things to room 308  on August 24, 2022. The hotel found at the end of the day as rooms were being inspected. Pictures of the room were taken as to identify who was in the room. Because the room was not registered to Ms. ***** and was not paid for she and her family were asked to leave. Ms. ***** may not have had illegal items in her room, but was in the room illegally. There are no funds to be refunded as no money was paid. It is at the managers discression to adjust a guest room rate or to comp a guest room.