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:29/01/2025

  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.

  My ex husband stayed at the Canadas best value inn, located at *************************************************************************, AB T2H 0G8. He stayed 3 nights, January 23rd, 24th and 25th. He was charged $129.61 per night for the first 2 nights and $140.71 for the 3rd. He was also charged a $500 deposit fee. Upon check out they refused to refund his deposit due to the bed being a bit of a mess! I contacted the hotel the day after and asked how much 1 room for 1 person would be. They told me it would be $59 plus GST per night and a $100 deposit on a credit card. I then asked why my husband was charged double that and $500 for his deposit. They said it was because he didnt have a credit card, ok fair enough. But when I asked why they refused to refund his deposit, she told me that she already discussed it with him and that I would need to email the manager. So I did, 6 times now and I have not received a response of any kind. I then checked the reviews and discovered that they do this to almost EVERY SINGLE CUSTOMER!! They give them reasons like you were smoking in the room or you broke the ceiling! Yes, the ceiling! I am providing multiple screenshots of reviews that all claim the same thing! This hotel is scamming people and nothing is being done!! I have seen multiple complaints to the BBB about this exact hotel and yet nothing has changed!! If you can not help to fix this, please direct me to someone who can! Thank you!!

• Initial Complaint

  Date:09/12/2024

  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.

  On Friday Dec 6/2024 I booked a room at ******'s best value Inn in Calgary through the booking con website. I paid for the room online. When I arrived to check in I was told that I had to pay a $500 deposit as well as an additional handling fee for the room. Once in the room. We discovered no hot water in the shower. Notified the front desk and was told to just let it run for a while. This didn't resolve the issue. At around 7am I went and spoke to front desk requesting a room change. I was told that she didn't have authorization to do this and would have to speak with management. she also said that she would have house keeping look at it. After waiting most of the day without hot water. I personally made the adjustment on the limiter in the faucet. On Dec 08/2024 I am standing behind 2 people waiting to checkout. I watched the front desk refuse to refund both people claiming that housekeeping found broken glass pipes in their rooms. Then sure enough when I go to checkout I get the exact response. They claim that housekeeping found a broken pipe in our room and that is enough evidence to suggest we were smoking in the room. The claim is completely not true. The employee refuses to speak with you regarding the dispute. That was all the money we have. We are now stuck in Calgary and staying in our vehicle. We have nothing. After a bit more research I discovered that this is a common practice at the hotel with many people from various walks of life reporting this happening to them.

• Initial Complaint

  Date:02/12/2024

  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.

  I checked into this hotel for 7 days on November 25. When I got to my room the door would not lock. This is a low grade hotel with sketchy characters at best. I complained to the reception who sent their maintenance man who was certain on something. He said this was a big job & would fix it the next day. He never came by the next day, so I complained again. He came to my door and started yelling at me. I called 911 immediately. The police came by, they told me to stay in the 2nd room while he fixed the door. Then I heard him state to someone else on the phone the he would "hit me on the head with his hammer" if I came out. I called 911 again. The police camy by again. They spoke to the receptionist a nasty, foul mouthed, cheap person, said that I had to leave the hotel. I left right away, they now owe me for the 5 days upcoming that I paid for. They are refusing to refund my money.

• Initial Complaint

  Date:07/11/2024

  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.

  Please see attached correspondence I have reached out twice to Sonesta Hotel and twice they said they ere looking into it and twice they have blocked me the reviews for the Best Value Inn Chinook Station are not good at all and I should have known better but unfortunately I am on a fixed income and my son was homeless at the time. When I asked to cancel after they told me it would be a 500 damage deposit I was told I need to speak to the manager but was given an email which I have given you a screen shot. I have given you screen shots of my contact with Sonesta twice and twice they have blocked me without an resolution. Because the Best Value Inn is under the Sonesta Hotels I wish to put in a complaint to both. My son had the 100 damage deposit in cash and I paid for the rooms he never stayed thereI know 160.23 is not a lot of money but to me it is I want a full refund. This has been going on since October 29th Thank you Patricia Chamko

• Initial Complaint

  Date:27/09/2024

  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 am writing to formally lodge a complaint against Canadas Best Value Inn Chinook Station regarding unauthorized charges to my credit card and unethical business practices.I booked a room at this hotel on the 18th of September, 2024, and paid for the booking online. When I checked in on the 20th of September, they asked for my credit card for a pre-authorization charge of $100, which seemed standard. I was asked to sign a document for this authorization, which I did.However, after checking out the next day, I discovered that an additional $300 had been charged to my credit card without my consent or any notification. When I called the hotel to inquire, they falsely claimed that I had broken the ceiling in the room, which is absolutely untrue. Despite multiple attempts to resolve the issue, they have refused to refund the money, and the staff has stopped responding to my ******** has come to my attention that I am not the only one experiencing this. I have attached reviews from others who have gone through similar fraudulent practices with this hotel. As a resident of ******, I believe I should not be subject to such unethical treatment and fraudulent behavior.I kindly request your office to investigate this matter and take appropriate action against this hotel. I am more than willing to cooperate in any way possible to ensure justice is served and other consumers are protected from this fraudulent business.Thank you for your attention to this matter.********* ****

• Initial Complaint

  Date:04/09/2024

  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.

  The date was August 31, 2024. Paid $791.31 for a room plus damage deposit for 1 night, that we did not even get to stay in. Canadas Best Value Inn policy states "In response to the coronavirus (COVID-19), additional safety and sanitation measures are in effect at this property. A damage deposit of CAD 100 is required on arrival. This will be collected by credit card. You should be reimbursed within 7 days of check-out. Your deposit will be refunded in full via credit card, subject to an inspection of the property. When booking a room by credit card, the cardholders name must match that of the person who arrives at check-in. Please note cash, debit, prepaid cards are not accepted at the property as a form of deposit or pre-authorization." They offered additional safety and sanitation measures which was not the case in this matter. Our room was #***, double bed upon inspection we found bed bugs!!! Beg bugs on both beds and I immediately grab our stuff and left the room. I caught the bed bug in a cup and showed the front desk clerk. Took pictures for proof and asked to speak to a manager. The Lady at the front desk was rude, when showing her the bed bug she didn't care, she offered a bed sheet. And didn't even offer to switch rooms or give us a discount or anything for compensation. Charged us full price plus took some of my damage deposit with the pettiest excuse. I have pictures to prove it, the check out receipt with no details explaining anything on my receipt. Also the polices states that they do not accept debit cards as payment, Then why did they accept my payment which i paid debit card. They did nothing to resolve our complaints/concerns. On their website it clearly states what they are obligated too which where never meet. I can provide pictures and receipts regarding this matter. Please take this into great consideration.

• Initial Complaint

  Date:28/08/2024

  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 booked Hotel Canada's best Value In with the help of a third party. During my checkout, I gave my credit card details as a deposit. After two days, they deduct my 48.25$ for no reason. When I called them and tried to email them, I did not get any proper reply. They always told there system was Down and always talked rudely. I read their hotel review, it is a scam that happens to almost every customer.

• Initial Complaint

  Date:22/07/2024

  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.

  July 19, 2024 Upon checking in they asked for a credit card for deposit. I provided my Tangerine Mastercard. They advised it was a pre-paid credit/debit card and that it would be a $500 deposit that would be returned to me at check out. An additional fee of $32.70 would also be charged due to it being a prepaid credit/debit card.I proceeded to pull out my ztangerine DEBIT card and advised they are 2 separate cards. One is MASTERCARD- NOT pre-paid. The other is a DEBIT/CREDIT Visa card.The clerk advised that it says ********* is not a Mastercard and I would be charged. If the amount was not able to be taken from my almost maxed out credit card I would not be able to check into the room I already paid for.Tangerine can be contacted to advise they indeed have a valid Mastercard division.The fact that this company elects to discriminate and charge excess fees to Tangerine (aka Scotiabank) customers is bad business practice.I would like your assistance in a) getting my $32.70 refunded b) bringing Canadas Best Value Inns attention to the fact that Tangerine/Scotiabank is a valid crediting company and c) putting a ******************* against this companys business practices.Also note it takes several days at minimum for a credit card refund to go back against the account. Based on the screenshot of my credit card purchases in the last approximate 22 hours, no credit for $500 or $532,70 has been issued to my account- only their taking money.

• Initial Complaint

  Date:19/07/2024

  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 have phoned this company over 8 times. I have asked for a night to be changed from Sun to Thursday. I have asked to speak to the management no one has contacted me. I have been hung up on several times. I have had to go to bookings .com to cancel this reservation. I went through the ratings its appalling that this business is allowed to operate. Every customer is being ripped off left right and center. issues with credit cards being overcharged go through the ratings. I have a disability so I'm asking to have a refund as I made a mistake in the bookings and had to get accommodation elsewhere. I think this business needs a firm watching legal issues going on here. I simply want a refund on my three days that I put on my credit card the total is 250. I very afraid of going there for more than a minute.

• Initial Complaint

  Date:31/05/2024

  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 checked out after a 2 say stay. they said i smoked in the room. DID NOT SMOKE IN THE ROOM!THAY SAID ASHES ON THE ****** I TOOK PICS AND ASKED THE TWO HOUSEKEEPERS THEY SAID NO THERE WAS NO SIGHN OF SMOKING IN THE ROOM.THEY KEPT THE ****** DEPOSIT. I CALLED THE POLICE THE POLICE TALKED TO THE ***** FRONT DESK PERSON DIDNT ASK ME ANYTHING AND TOLD ME I HAD TO LEAVE WITH OUT MY DEPOSIT