Complaints

This profile includes complaints for Best Western's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Best Western

  4643 US Highway 67 Mesquite, TX 75150-2413

• 

  Best Western

  1910 N US Highway 175 Seagoville, TX 75159-2234

• 

  Best Western

  640 E Park Blvd Plano, TX 75074-5430

• 

  Best Western

  15200 Addison Rd Addison, TX 75001-4547

• 

  Best Western

  4150 N Central Expy Dallas, TX 75204-2131

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:02/19/2025

  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.

  Booked 2 rooms for 6 nts at ******/ea. Took forever to check in due to problem with person before us. Both rooms had black mold, one smelled like smoke/Marijuana, had cigarette butt/ashes on window ledge, black mold on linens and in ****. The other had no closet, broken phone, no outlets to charge phone/laptop, black mold. Told desk next morning we had to leave due to issues and health issues. Forgot to leave plastic key cards so returned and left them with desk clerk. Have photos of everything ... black mold, cigarette/ashes, 4 keys left with clerk. Hotel denies we checked out or left keys.Manager will not contact me, even though I requested a call. Best Western won't help, either. Charged us for 6 nights and refuse to credit us.

  Business Response

  Date: 03/07/2025

  
  Dear Better Business Bureau,
  
  We would like to sincerely apologize for the experience that Ms. ****** ****** had during her stay at SureStay Plus by Best Western Plano. We deeply regret any inconvenience she encountered and understand her concerns regarding the conditions of her accommodations.
  
  In an effort to resolve this matter, we are offering a refund for the nights of January 27 and January 28, totaling $265.56 ($132.78 per room). We hope that this refund demonstrates our commitment to customer satisfaction and our willingness to address guest concerns in a fair and reasonable manner. However, the guest was not satisfied with the 2 days refund as we mentioned, were ready to proceed with the refund for 26th as well as she returned the keys on January 26 around 2pm. She also picked up her amazon package from the property on the same day when she returned the keys to the property. 
  
  Please let us know the best method to process this refund and any additional steps required to close this complaint. We appreciate your assistance in facilitating this resolution and remain committed to improving our guest experience.
  
  Should you require any further information, please do not hesitate to contact us. Our e-mail address is **********************************
  
  Best regards,
  ****** *****. 
  
  

  Customer Answer

  Date: 03/12/2025

  NO! NO! NO! NO! NO!
  
  I AM NOT SATISFIED WITH THE BUSIBESS RESPONSE, AT ALL!!!
  
  STAY TUNED!!
  
  ****** J ******
  ************
  

  
  

  Business Response

  Date: 03/12/2025

  To Whom It May Concern:
  This letter serves as Best Western *******************s (Best Western) and ************** (SureStay) response
  to the Consumer Complaint filed with the Better Business Bureau ***************************** (the BBB)
  by ****** ****** on or about February 19, 2025. Ms. ******* complaint relates to a reservation she made at a
  hotel located at ****************************************************************************, known as the SureStay Plus by Best Western Plano (the
  Hotel) on or about January 22, 2025 for two rooms. Ms. ****** alleges the hotel room(s) had black mold,
  smelled of smoke/marijuana, had cigarette butt/ashes on the window ledge, no closet, broken phone, no outlet to
  charge phone/laptop. Ms. ****** further alleges she told the front desk the next morning they had to leave due to
  the noted issues and for health issues. Ms. ******* reservation was for six nights. In her complaint, she seeks a
  full refund of $983.36 ($491.68 per room).
  As an initial matter, we regret that Ms. ****** had an unsatisfactory stay, and the allegations in her complaint are
  troubling. Please understand, however, that ******** branded hotels, including the Hotel, are independently
  owned and operated. The owners of the Hotel as with the owners of other SureStay branded hotels exercise
  absolute control over the day-to-day operations of the property, including but not limited to property maintenance,
  housekeeping, safety, security, pest control, cleanliness, customer service, setting rates, setting cancellation
  policies, guest accommodations, employment decisions, and compliance with all laws. Also, payments for stays
  are paid directly to the applicable hotel and not Best Western or SureStay. Thus, Best Western did not receive any
  payment for these stays.
  This complaint should be directed to the owner of the Hotel, which can be located on a plaque in the lobby of the
  Hotel or through public records in *****, *****. To speak with the Hotels ownership, please contact 972-578-
  2243. While Best Western and Surestay do not own or operate the Hotel, to assist in a resolution, Best Westerns
  Legal Department attempted to speak with the Hotels General Manager, but after three (3) tries, we had no success
  in doing so. It is also our understanding that Ms. ****** has disputed the charges with her bank.
  For these reasons, we respectfully request that the Consumer Compaint against Best Western *******************
  be dismissed
  

  Customer Answer

  Date: 03/18/2025

  I am rejecting this response because:   

   

  I understand the response.  HOWEVER, I reserved that hotel thru Best Western and how was I to know the internal management?!

  I have been in business for over 60 years and traveled extensively.  O even managed hotels and travel for an *** team. Never have I had any issues like this.  I am not surprised that Best Western did not receive acknowledgement from that particular hotel.  It was my experience, as well.  

  With that, it is ALL THE MORE APPROPRIATE that Best Western step up to the plate and take some responsibility.  Again, I made the reservation THRU Best Western and that should result in some culpability and responsibility.  The **** stops with THEM!

  In addition, it would be my suggestion, they remove this hotel from their list of properties.  It doesn't speak highly of Bedt Western keeping them and being responsible for them.  They are responsible if they book them as part of their 'umbrella' of properties!

  Most sincerely,

  ****** J ******

  Customer Answer

  Date: 03/19/2025

  This is NOT acceptable!!!  How can one come to an amicable agreement with a business if they refuse to communicate fairly or not at all!?  You know, because YOU have experienced the same issue with them ... you admitted it!.  

  I am an executive that has negotiated and worked together with many businesses AND individuals.  I am also a very fair-minded and honest individual.  These years of experience and qualities have served no purpose with this company (or you).  Obviously, BBB must have a vested interested in them rather than work towards a FAIR conclusion. Actually, I was warned this might be the case by some of my fellow associates.

  I will take steps with OTHER authorities, the ********, my bank, et al to complete my pursuit against them.  In addition, I will be reporting this communication to them,  ALL SOCIAL MEDIA and much more. 

  Because of your response to what SHOULD HAVE  BEEN a very cut and dried solution, the warnings I received about the lack of PROPER solution by the BBB has been proven. Sadly.

  Extremely disappointed but not finished!!  From past experience, I know when something should just have the lid put on it and move on.  Believe me, THIS is NOT one of those situations and MamaBear will NOT STOP working to bring a PROPER & FAIR solution to a very, very bad situation and company.  *****************************************************************

• Initial Complaint

  Date:08/21/2023

  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 had a reservation beginning 14 September 2022 at the Best Western Hotel ********* *****, through Best Western Reservations. A few days before arrival a change was made to my reservation through Best Western reservations leading to a lower rate. This conversation was on a recorded line.The reservations employee suggested I contact the hotel to confirm the changes. This I did the same day.The owner/manager ******************* was immediately very belligerent, accusing me of attempting to want a room free of charge. He complained he had financial obligations as an additional reason for his not wanting to honor the change. After several extremely rude comments of ********** I ended the telephone conversation stating I expected the changes to be honored.A few days later upon arrival *********** refused to honor the reservation, stating he did not know the person through which I had made the reservation, as well as his previous personal comments to me.His belligerence and threatening manner forced me to request police assistance.The officer spoke with *********** yet stated there was nothing he could do as this was a civil matter and he had no means to force ********** to honor the reservation.The public police report of the incident *********************** refusal and belligerent nature.A complaint review went unanswered by ********************* and this hotel should be avoided.

  Business Response

  Date: 09/13/2023

  To Whom It May ******** This letter serves as Best Western ************** ****s (Best Western) response to the complaint, which was filed with the Better Business Bureau, ****************************** by *************************, on or about August 18, 2023. Mr. ******** complaint relates to a reservation he made on or around April 18, 2022 for a hotel located at ************************************************************************** known as the Best Western ********* Inn & Suites (the Hotel). ****************** alleges that he booked the reservation with the Hotel for September 14, 2022 and a few days prior to his arrival, the rate was changed to a lower amount. When he contacted the Hotel to confirm the lower rate, he alleges the Hotel owner, *********************, became belligerent and refused to accept the lower rate. Further, ****************** alleges upon his arrival at the Hotel, Mr. ********** was threatening, and ****************** felt forced to call the police. When the police arrived at the Hotel, a police report was filed but the officer advised ****************** this was a civil matter and there was nothing more he could do. Ultimately, ****************** stayed at a different hotel. As an initial matter, the allegations in the complaint, if true, are troubling and not aligned with Best Westerns core values. Best Western expects its member hotels to treat all its guests with dignity and respect, and all hotels are required to comply with the law. Further, please understand that Best Western is an ******* non-profit membership organization that performs services on behalf of its member hotels, which are separate and distinct businesses. Best Western branded hotels, including the Hotel, are independently owned and operated. The owners of the Hotel as with the owners of other Best Western branded hotels exercise absolute control over the day-to-day operations of the property, including but not limited to, property management, the rate for hotel rooms, property maintenance, safety, security, cleanliness, customer service, guest accommodations, employment decisions, and compliance with all laws. On August 21, 2023, almost a year after his attempted stay at the Hotel, ****************** contacted Best Westerns ************* Team regarding the Reservation and rate dispute with the Hotel. After listening to Mr. ******** complaint and apologizing for his experience, Best Westerns ************* Team offered ****************** rewards points as a courtesy gesture, but he declined, stating that the points offered were inadequate. Each Best Western branded hotel is independently owned and operated. 2 Further, while Best Western does not set rates, as rates are set at the discretion of each independently owned and operated hotel, our Legal Assistant, ***************************, reached out to the Hotel to get a better understanding of the situation. In doing so she spoke to the Hotel owner, Mr. ********** and confirmed that an apology was made to ******************. Mr. ********** stated that he had apologized on multiple social media platforms where ****************** posted reviews regarding his unsatisfactory experience at the Hotel. In light of the above, Best Western considers the matter between ****************** and Best Western resolved. As Best Western does not own or operate the Hotel, it is not a proper party for Mr. ******** complaint. We have forwarded a copy of the complaint to the Hotel and asked the Hotel to respond to this dispute. Accordingly, we respectfully request that the complaint against Best Western ************** **** be closed. Should you have any questions, please contact me at *************. Should you be interested in speaking with a representative at the Hotel, they may be contacted at ************. Sincerely, ******************************** Corporate Counsel Best Western ************** ****

  Customer Answer

  Date: 09/24/2023

  I do not view the matter as closed. Mr *********** Is lying if he maintains he apologized through social media. No such apology is evident. A true apology for such a grave matter should be personal, at the very least through a telephone call.

  After a conversation with Best Western reservation employee on a recorded line, it was confirmed the hotel does not have the discretion to change a rate made through reservations. Other recent complaints through ****** underscore this problem with ********** in the recent past as well as numerous other poor reviews for different reasons.

  The points offer made was ****, irrelevant considering a usual overnight rate is at least ***** thousand points.

  Regarding customer relations, I was promised a return call a couple of weeks ago after my request to escalate the matter and my dissatisfaction with the meager **** points offer. This was on a recorded line as are all conversations with customer relations.

  This return call has not taken place.

  I request an appropriate points compensation and apology from ***********

  Business Response

  Date: 10/25/2023

  To Whom It May ********************* class="x_Default" style="margin: 0in; font-size: 12pt; font-family: "Times New Roman", serif;"> 

  This letter serves as Best Western *******************s (Best Western) response to the complaint, which was filed with the Better Business Bureau, ****************************** by **************************

   

  Mr. ******** complaint relates to a reservation he made on or around April 18, 2022, for a hotel located at ************************************************************************** known as the Best Western ********* Inn & Suites (the Hotel).    Our office submitted a detailed response to ****************** on September 8, 2023, explaining our position.   Our records also show that ****************** was contacted by phone on September 6, 2023, by a member of our management team to discuss his concerns directly.   Our office never received a call back from him. 

   

  Unfortunately, our office is unable to force the hotels management to further communicate with ****************** regarding this situation that occurred a year ago in 2022.  His request to receive an apology from Mr. Atakohlwala has been forwarded to the hotel for consideration, however, cannot be promised.  As advised on September 8^th,  Best Western expects its member hotels to treat all its guests with dignity and respect, and all hotels are required to comply with the law. Further, please understand that Best Western is an ******* non-profit membership organization that performs services on behalf of its member hotels, which are separate and distinct businesses. Best Western branded hotels, including the Hotel, are independently owned and operated. The owners of the Hotel as with the owners of other Best Western branded hotels exercise absolute control over the day-to-day operations of the property, including but not limited to, property management, the rate for hotel rooms, property maintenance, safety, security, cleanliness, customer service, guest accommodations, employment decisions, and compliance with all laws.   In light of the above, Best Western considers the matter between ****************** and Best Western resolved.  As Best Western does not own or operate the Hotel, it is not a proper party for Mr. ******** complaint. We have forwarded a copy of the complaint to the Hotel and asked the Hotel to respond to this dispute.  Accordingly, we respectfully request that the complaint against Best Western ******************* be closed.

   

  Our offer of the 5K bonus points is still valid should ****************** choose to accept them.

   

  Thank you kindly for sharing the above response to ****************** and awaiting your reply regarding the bonus points.

   

  Warm Regards,

   

  Elizabeth  | Customer Retention Advocate | Customer Relations
  BWH Hotels

  **********^th Ave | ******* | ** | 85027
  P: ************ | bwh.com

  Customer Answer

  Date: 10/30/2023

  I am rejecting this response because: 

  The minimal compensation offered is an insult considering the tremendous inconvenience and unprofessional behavior of the owner/manager ********************

  *********** is a blatant liar in maintaining he issued an apology through social media. This was not the case as of today.
  

  The previous response from the Best Western Corporate Attorney ****** can only leave on wondering about her knowledge of Best Western Protocol in maintaining a hotel owner/manger has absolute discretion in setting rates. If this were the case there is no need to make a reservation with rate through the dedicated reservation service.

  A remedy must at least include a verbal apology from ********** and sufficient compensation regarding the circumstances. 
  

  I will wait one week until November 6 for both remedies to be fulfilled, otherwise I will take the matter to another level.

  ****** the Corporate Attorney should recognize non fulfillment wil damage not only the reputation of the hotel in question but the BE brand, apart from losing me as a loyal customer over many years.

   

  Customer Answer

  Date: 11/12/2023

  The case has not been resolved to my satisfaction.

  The promised apology from ********** has not been made and the minimal compensation offered is totally inadequate considering the inconvenience suffered and time spent seeking an amicable solution.

• Initial Complaint

  Date:03/24/2023

  Type:Customer Service 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.

  Was staying at their property and asleep when the maintenance man and the front desk come pounding on our door. They entered the room and told us the owner told us he was not extending our stay and we had to leave the property immediately and said we are banned from both of their properties. The maintenance man said that I was captured on security camera holding the door opened for someone who robbed a guest at gun point. He proceeded to tell me that a detective was looking for me to discuss the incident. I called the police and they have no idea what I was talking about. There is no ongoing investigation. I have stayed with that property and another property they owned with no problems. That property has a 25 day stay but there is other people who are living on property as full residents but force everyone else to leave after they reached 25 days

  Business Response

  Date: 04/17/2023

  Hello ******************,

  
  
  

  I hope this message finds you well.  I am very sorry to learn of your recent experience and can understand why this would be upsetting.

  In order to further review and assist you, please provide the name and location of the Best Western property and the date of your stay/incident.

  
  
  

  Thank you kindly and I look forward to your reply.

   

  Regards,

   

  ********* | Customer Retention Advocate

  Best Western Hotels & Resorts | P.O. Box ***** | ******* | ** | 85080

  bestwestern.com