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:04/25/2025

  Type:Billing 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.

  Hotel charges card 5 nights before stay with no prior authorization. This is fraudulent behavior. I have an agreement with best Western that we were not to pay until we showed up. My card was charged without notifying me. It was also charged a different amount from the amount that I agreed to pay. I really feel as if theyre just charging peoples card whenever they feel like it. I dont feel like this behavior is OK. I also got a very nasty response to my review. They went and looked at my old reviews and are mentioning me personally. Id really like for them to take that down. Or we can go to court.

  Business Response

  Date: 04/28/2025

  First of all, Hotel did not charge him, that was an authorization, and this authorization would have gone towards his first night stay. We are well within our rights to authorize the credit card few days prior to his arrival. 
  
  
  I am not sure what he meant, when he said that we authorized more then what we are supposed to??? We only authorized first night room and tax. 
  
  
  Talking about review: He is the one who posted negative reviews on GOOGLE, which anyone can see. So he has right to slander my business on social media but I don’t have right to defend my business. That’s double standard.
  
  
  However, his reservation was canceled at no charge and he has been placed on DO NOT RENT list by the management. Thank you.

  Customer Answer

  Date: 04/29/2025

  I am rejecting this response because:   Whoever this person is, doesn’t know what they’re talking about. 
  

  When you have an agreement with best Western, not to pay until you get. And then you unauthorized use my card a week before I got there. You are not well within your right you moron.
  

  That’s shady. You charge my card before you gave me any service with me and Beth Western had an agreement that you would not charge until the day I arrived.
  

  You also charged a weird amount. I didn’t say you charged over.. Whoever you are, you’re on a power trip don’t look at all your review responses. You say every review is fake when I can see that you treat people so poorly that people feel the need to go leave a review in about how you treat people. It sounds like you’re from a different country with different customs. When you’re paid for something, you treat people with respect because you like them to come back and frequent you’re establishment. 
  

  Put on some real stuff you’re a weirdo. I travel all over the country nonstop. I’m actually coming back to Tulsa and I’ll make sure that my business never stays with you ever again.. You lost money because of your piss poor attitude.
  

  Your three star rated across the board with bedbugs in your hotel

  Business Response

  Date: 05/01/2025

  Dear Mr. Crosley,

  Thank you for your message regarding one of our Best Western locations.  I am very sorry for this situation and can understand your frustration.  

  To better assist you, please provide the following details:  Name/location of the Best Western Hotel and arrival date.

  Thank you kindly and I look forward to your reply.

  Warm Regards,

  Elizabeth/ BWH Hotels/ Ticket CR1019454

  Business Response

  Date: 06/17/2025

  Everything that needed to be explain, has been explained to him by my corporate office. At this point I am not going to keep repeating my self. We can agree to disagree. His reservation was canceled at no charge and he has not stayed at my hotel. He has been placed on DO NOT RENT list by the management. Thank you.

• Initial Complaint

  Date:09/10/2024

  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 have been staying at this hotel 3 weeks minus the weekends. I left the hotel 8/30 and mistakenly left my air fryer behind. Being homeless with 2 small kids and staying in a hotel, the air fryer was the only way to cook meals for my children. I returned on 9/2 and requested it. For 2.5 days they gave me the run around. Finally on the night of the 3rd day the night attendant screamed at me in front of my two toddlers about how they threw it away and having one was against the rules. I had talked to another attendant before about using the air fryer to provide meals they didn't tell me it was against the rules, instead they told me how it was a good idea. The night attendant also told me and my children she was calling the police so they could search my room for illegal substances since I can't follow the rules. My children are afraid of the police due to prior DV issues and the whole reason of us being here momentarily homeless. My four year old had an asthma attack and struggled to go to sleep. They refused to show me the cameras of it being thrown away. I spoke to another guest who said he had also been staying here two weeks and had been dumpster diving everyday and he never seen it in the trash. It's sad how no one has any compassion and instead of being polite and respectfully to come to a resolution for a first that has spent around $1000 staying in their hotel, they become hostile and rude. My laundry soap has also gone missing in my room but at this point that's the least of my concerns

  Business Response

  Date: 09/10/2024

  I am sorry to inform you, but she left it sitting by the trash, therefore it got thrown. When she checked out from the, it was her responsibility to take her belongings with her. Not just that, had she called us, right after she left then we would have gladly saved it for her. That didnt happen either, she brought it to our attention after several days, by then it was too late. Once again, it is her responsibility to take all of belongings at the time of check out. Thank you.

  Customer Answer

  Date: 09/10/2024

  It was not left by the trash.  It was left on the table.  The hotel was notified two days later when I noticed I had left it behind

  Customer Answer

  Date: 09/10/2024

  I am rejecting this response because:   

  The air fryer was left on the table in the room not by the trash.  I notified the hotel two days later, not several. 

  Business Response

  Date: 09/11/2024

  She checked out from the hotel on Aug 30th and she brought it to our attention on Sep 4th, that is after four days. Had she called us on the same day, right away then out come would have been different. Once again, she left it by the trash, it was consider trash and was thrown away. Thank you.

  Customer Answer

  Date: 09/11/2024

  I am rejecting this response because:   

  Honestly is the best policy and you are not being honest. 

  I left the hotel on August 30th at 10:39am and brought it to your attention on September 2nd when I checked back in. I asked again on the morning, noon, and evening of the 3rd and 4th. I have phone recordings where I called twice on the 3rd. The other times I talked to them in person. I called the hotel on 9/3 at 11:19am And this is after talking to the night attendant on the 2nd and the morning attendant on the 3rd. I called back and talked to the manager at 3:58pm. I talked to the night attendant when I arrived back at the hotel that night.  I talked to the morning and night attendants on the 4th. The night attendant was very rude on the 4th. 

  I also talked to another guest who had been staying at the hotel for a week,  who had been dumpster diving at the hotel on 8/30, 8/31, and 9/1 and stated the air fryer was never in the dumpster. 

  I'm a single mother with two toddlers relocating to *****, who at the present moment we are homeless, while I get on my feet.  My air fryer was my only means to provide a decent meal for my children. 

  I spent around $1000 staying at your hotel. I'm not asking for any of that money back.  I'm simply asking for you to replace the air fryer, so I can feed my children.  Best Western states if you leave something behind they will put it in lost and found for you. That was my expectation. The air fryer was not thrown away and if you truly believe it was support that with camera footage. We both know it was not thrown away. 

  The air fryer is $100 plus tax. 

  I'm unable to upload the recordings as the file format is not supported but I would be more than happy to come to the hotel and play them for you.  

   

• Initial Complaint

  Date:06/13/2024

  Type:Billing 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 got the room on 05/22/2024 and paid thru 5/28/2024 and $100 dollar deposit on the morning of check out i requested another week and was told the motel over booked and I had 30 minutes until checkout and would have to leave , I rushed back to room and started packing frantically because of all my belongings was hung in closet and I had personal items all around the room that I was sure I could of stayed in for another week , but I could understand that I shouldve payed for two weeks , I was continually and rudely interrupted by staff telling me they needed to clean room and my time was running out, I put all my stuff in the hallway as fast as I could then from hall way I took to my car I made it on time , but they keeper my deposit, and 11 days later they charged me another $100 dollars I let the first $100 slide but the second $100 11 days from checkout day is nothing but fraudulent, I call the motel and put on hold then my call is dropped, no response,

  Business Response

  Date: 09/06/2024

  Please provide confirmation number, I could not find any stay under their name. Thank you.

• Initial Complaint

  Date:02/19/2024

  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.

  Checked into the best western and quickly checked out. As we were laying in bed, a cockroach crawled out of our outlet on the night stand. We watched the bug go back in the outlet and come back out. Reported it to front desk and they would not give us a refund, nor could they switch our room due to being ***************** front desk worker named ****** laughed about the situation and handed me a bottle of chemicals and said I could spray the room if I wanted too. We needed up leaving at 10 at night to drive a 3 hour drive back home. Completely disgusted with how the hotel handled the situation. Not only did it have roaches, our sheets had stains on them and our closet door was broke.

  Business Response

  Date: 02/19/2024

  I am sorry but there will be no refund. She used the room for more then five hours and we have inspected the room and no bugs were found, thank you.

  Customer Answer

  Date: 02/19/2024

  I am rejecting this response because:   I have proof documenting the bugs in the room. We were not able to stay the night in the hotel like we paid for. We had to drive 3 hours home in the middle of the night.

  Business Response

  Date: 02/19/2024

  Sliding door was just off the hing, they may have knocked it out of place. We have inspected the room and no bugs were found. Thank you.

• Initial Complaint

  Date:02/13/2024

  Type:Billing 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.

  Dates of reservation was 01/18/2024 to 01/21/2024, but my son did not make the finals in the ***** National Wrestling Tournament so we checked out on 1/20/2024 before 11:00a, we also wanted to leave ***** early to get home before the ice storm hit on 01/21/2024. But when I called filled out a form for a ticket to call me back because the BestWestern plus charged me for the third night that I did not stay, plus they kept my deposit. I did pay two night with cash and when I went to the front desk to check out the front desk lady said everything is taken care of and have a good day, so I assumed she checked me out, which was not the case since the i got charged for the third night that i did not stay. When the manager called me all he kept telling me is that I did stay for the third night and there is nothing he could do since according to his records I did stay the third night. So i asked him to talk to his front desk employee since she is clearly the one that did not check me out, we had two families staying there for the weekend and we both left the same day. But he refused to offer me a refund and hung up on me.

  Customer Answer

  Date: 02/14/2024

  When I checked out with the front desk employee she did not give me a receipt I do have a receipt that was emailed to me but it showed that I stayed for three nights when i only stayed two nights.  If I had stayed three nights it would not bother me to pay for the three nights, but I did not stay three nights I only stayed two, I do have the name of the employee that checked me out of the hotel but I have her name written down on my table at home, so once i get that I will give that information to you.

  Business Response

  Date: 02/14/2024

  She checked in for three nights and stayed for three nights, she got charged for three nights. If she checked out after two then please ask her to provide receipt, reflecting that. All charges are legit and she had been made aware of that. Thank you.

• Initial Complaint

  Date:10/04/2022

  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.

  On 9/26/2022 I was charged a fee for one night stay at this business without my permission. As I proceeded to call the hotel for answers I was unapologetically and rudely spoken to by the general manger of this hotel. After contacting customer relations about this matter that same person (general manager) called me back and continued to be rude to me not letting me speak at all.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/10/05) */
  She wanted to cancel the reservation so we canceled the reservation at no charge. And due to her nasty attitude she has been placed on DO NOT RENT list. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response from this business. This business has yet to apologize and take accountability for their response and lack of customer service. I have been treated with much disrespect on several occasions by the Manager of this company which is highly unacceptable. This situation needs to be addressed and taken more seriously by upper management. This should never again happen to any other valuable customer. If taking further action is necessary for my complaint is heard, I will not hesitate to do so.