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:10/01/2024

  Type:Facilities 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.

  Hotel has bed bugs blood on sheets blood on mattress the hotel isn’t taking the matter serious nobody has addressed my concern or try & to help with it manger is never available

• Initial Complaint

  Date:09/20/2023

  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.

  On 8/31/23, I placed a reservation for the Best Western Hotel in Mason, Ohio, for Check-In on 9/2/23 and Check-out on 9/3/23. Upon confirmation email being sent I realized that instead of the dates I had requested, The date of check in was 9/3/23 and check out on 9/4/23. I was able at that time to correct it on the booking website but once again the confirmation was changed to an incorrect date, Check-in 9/1/23 and check out 9/2/23. I was unable to change the date at this time so I contacted the Best Western and spoke to a representative at the location. She advised my that they did not have any of the rooms I requested but that I could change the room to a double queen and get the dates I had requested for check in on 9/2/23 and check out on 9/3/23. She then told me that I would have to call back and speak to a manager to have the rooms switched. I later called the hotel and requested to speak with a manager but instead spoke with the same representative who this time advised me that I would have to contact booking.com to get a solution. Upon talking to a representative with Booking.com, I was able to get the Dates changed to my original request date for Check in on 9/2/23 and check out 9/3/23 and the room switched to a double queen. On 9/2/23 upon arriving to Best Western Mason, OH. I was informed by the representative that there was no record of a reservation on file for me. I then contacted Booking .com and was advised that they did not understand why my booking was not showing as it was showing on their system. The booking.com representative then informed me that I would have to find a reservation elsewhere and they would cover the price difference that I would have to pay. Best Western Staff did advise that they had a reservation for me on 9/1/23 and that I would have to contact Booking.com for a refund due to my card being charged for the reservation. I have attempted several times to get my refund back and the price difference with no success. Have Documents

• Initial Complaint

  Date:08/08/2023

  Type:Billing 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 set a reservation for a 2 night stay with this hotel, through a third party. By human error, I had set the reservation for the wrong dates. (The weekend prior to my trip.) I was charged for the entire stay. I contacted the hotel when I saw the charge, and the front desk person said I would have to call back the following morning to speak with the GM. I called back the next day, and I began telling the manager the issue. He immediately becomes combative saying "That was your fault so don't expect your money back." And proceeds to scream at me over the phone. I have taken it to corporate and they confirmed that even for a no-show, they can only charge me for 1 night. Not both. Apparently all they can do is submit a request for that portion of my money back, but it's up to the GM to approve it. I just want my money back. The charge officially posted to my statement this morning. It was the full $293.48

• Initial Complaint

  Date:07/27/2023

  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.

  1. Problems with key. Had to get it rekeyed.
  2. Issues with tv, microwave and refrigerator
  3. Required a 100 security deposit for my two day stay( supposed to be refunded after 3-5 business days) but wanted a second security deposit when I extended the reservation with Expedia. I refused, but I don’t trust them not to run my card again.

• Initial Complaint

  Date:03/07/2023

  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 booked a suite at this hotel from February 1-5. We first noticed an issue that Friday, as we arrived late Wednesday and were at medical appointments all day Thursday. Friday the TV in the bedroom was not working. I contacted the desk, Sam came up. He said there was nothing he could do until the next morning and he had to get back to the desk. He apologized. I got to put leftovers in the fridge and there were items left over from the previous guest meaning it was not cleaned. I go to tell the desk clerk who was a different person at this time. He apologizes. He did offer to swap the TV and when I asked why Sam didn’t do this he revoked the offer saying he guessed they were not allowed to do this. Saturday I get back in afternoon to Sam saying “Oh, I forgot about you. The TV can’t be repaired until Monday. Sorry.” I go up to the room upset, go to microwave something and in my frustration open the freezer to see mold(?), caked ice, and either hair or an insect leg in it. I AGAIN complain and show the desk clerk, same from night before the pictures. He apologizes. I ask for a number for manager and am given a card with his email which I email from the desk. He NEVER responds to me. I send another email. Nothing. I contact corp who says to wait as they will get him to respond to me. I wait a month. No response. I finally call him, number was sent in response to a survey. Manager tells me he has too many customers to know who I am. Says if he find email he will respond to it. I resend email. No response from him, but corporate tells me he told them they offered me a room change. The email I sent was night 4, does it sound like I was offered a room change? As a matter of fact I told clerk if I hadn’t prepaid I would’ve found a diff hotel. I am asking for refund of two nights, the ones where we noticed the problem.

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The date of the incident was 1/15/23. The total cost was 80.00
  
  My family and I were staying at the best western on Mason Montgomery Road and we found dog poop in our room. The hotel is supposed to be pet free. We called the front desk as soon as we found it and they changed our room. The following morning we reached out to the management they refused to do anything. They offered a 10 dollar refund and when we reached out to the cleaning staff we were told "it not our fault". As of 10 am on 1/16/23 the room had yet to be cleaned. The staff was extremely rude and did not want to do anything to remedy the situation.

  Business Response

  Date: 01/16/2023

  Hello,

  This hotel is Smoke free and Pet free. Guest staying in room , after check in always we ask everything is ok or not and guest said everything is ok. At night 10.30pm said they found Dog Poop. After housekeeping clean the room Head housekeeper inspect the room also. When we rent the room to the guest There was nothing in the room, means Guest bring it and put it over there for getting discount. We don't believe what guest said because we know our room how much clean. And main thing we don't have any dog room because we don't allowed then how the dog poop come ?  If we found the Dog in the room or Some one smoke in the room, we charged penalty $250. and it is mentioned on Registration card.

  Thank you.

   

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  So when their housekeeping says that it isn't their fault and they weren't going to clean it that means they are cleaning the rooms. The attitude of management is disgusting and they have permanently lost a customer. Myself and my family do not appreciate being accused of bringing anything into that room when the night manager himself told me that it was hard to see because it blended in with the carpet and was underneath a table. It looks bad for your business when you say happily paying customers that have been their multiple times before of putting animal feces in a room just to get their money back. If people didn't want to spend money at your facility they wouldn't come to stay there. 

  
  Regards,
  
  
  
  ****** ********
  
  

• Initial Complaint

  Date:08/18/2022

  Type:Billing 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 came home from my vacation after being gone for 3 days and 2 to 3 days later I notice a charge I didn't make. It was for $275.65 on June 24, 22 done through ********. I already had booking reserved somewhere else. I went through my bank to have it resolved but since someone used my email, there was nothing they could do. My bank told me to talk to the vendor ********. The vendor kept telling me that it was declined by my bank and the funds should be sent back to me. I have gotten the run around with the vendor. They told me a lot of things and I sent them documentation on where I stayed and everything else. They then tell me after endless emails that the hotel won't refund it since the transaction was completed at the hotel. I'm attaching the same documentation I gave them and my bank. ******** also said that account had to be made to book anything through them. I tried to get in with my email that was hacked and their site didn't have my email, that was used, on file. I'm very unsatisfied with ******** ###-###-####. I've been through endless emails and haven't gotten anywhere. All I ask for is my money to be refunded back. I also included a screenshot from the Extended Stay in where I was during my trip.

• Initial Complaint

  Date:07/25/2022

  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.

  This is regarding a one night motel stay 7/15/22. The door to our assigned room was unlocked and feeling uneasy, we didn’t go in. A family next door couldn’t get in their room because their key card was not working but they said they’d been in and out of ours. As we returned to the front desk we encountered another guest with key issues. We asked for a refund because of the safety and security issues and were refused by the front desk and a call to management. We were called rude for insisting on a refund for a room we never entered and the front desk person actually said he didn’t care. We left and stayed elsewhere on down the road having to drive until after midnight. I have filed a dispute with my credit card and a complaint with Best Western. We had two other hotel stays on this trip that were excellent but this Best Western was a horrible experience.