ComplaintsforBest Western International Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my deep dissatisfaction with my recent stay at Best Western located in ********, ** on ****************. My reservation was from 09/15/2024 to 09/16/2024, and I encountered some serious issues that severely impacted my experience.During my stay, I was assigned a room directly across from the parking lot door. Unfortunately, this door would swing shut very loudly each time it was opened. This disruptive noise began at 5 a.m. and continued until 9 a.m., causing significant disturbance. I was woken up over 10 times due to the abrupt noise from the door.We requested a room change on three separate occasions. Each time, I was informed that it would not be possible to accommodate my request. Despite these repeated requests, no alternative solutions were provided, and both my wife and I were left in an increasingly anxious state, dreading the next loud bang.The primary reason for booking at your hotel was to have a peaceful nights sleep. However, the constant noise made it impossible for me to get adequate rest, and I spent a significant portion of the night in an anxious state. The poor quality of sleep was not only disappointing but also contrary to the restful experience I had anticipated.Given the distress and inconvenience caused by this situation, I believe it is reasonable to request compensation for the disrupted stay. I would appreciate it if you could offer a refund. Additionally, I hope that you will address this issue to prevent similar experiences for future guests.

  Business response

  09/18/2024

  Dear ***** Amirgulov,

  I hope this email finds you well.  I would like to extend our appreciation for contacting our office regarding your experience.  The feedback we receive,positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.   I am so sorry to learn of your experience with the Best Western Plus ************ Hotel and can understand your disappointment. 
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will be working locally with our property to improve quality and services. We will make sure that the hotel will not face this type of issue anymore.
  
  To make up for the negative experience, I would like to send you a gift card for $50.00.  You may use the gift card at any BWH Hotels property, and the card will never expire or depreciate in value.   I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with BWH Hotels Brand again.  You will receive the card by email in 7-10 business days.  Please let me know if you would like the card sent to the following email address: **********************************
  
  Thank you for your loyalty and patronage to BWH Hotels. We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels  properties soon, hoping to make it a pleasant stay for you.
  
  Please let me know if you have any further questions or concerns.
  
  Sincere Regards,  *********/ BWH Hotels/ Ticket CR926377

   

   

   

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a pack of cigarettes in the night stand with half cigarettes left in pack. When I checked out the room was inspected and I was accused of smoking in the soon. There was a piece of tobacco in the drawer about the size of a nats a** . I saw it too they told manager that the cigarettes were left in the drawer all weekend long it's possible that that got left there he did not want to hear it charged me $300 kept my hundred dollar deposit and 200 more dollars and threatened to call the police if I didn't pay the money and I explained to him I do not smoke cigarettes personally I never have that's honest God's truth I had a friend over who left them in the drawer besides that besides that no one was smoking in the room my window was left open when I arrived window was open and refrigerator didn't work all weekend I didn't complain the way I was made felt was that I was a liar and not telling the truth which I was regardless I was charged $300 I would like my full refund back and time of need and wait society is today in *******'s going with the economy I will not expecting to have a ****************************************************************************** he will not hear anything I had to say very rude very very unprofessional customer service ****. I don't want to read on here or sorry for your inconvenience will investigate it I asked him manager or he did not take a picture of it so he's going to salty on his word but I'm not even doing dispute that I saw what he saw and I was not smoking in that room but I want my $300 back ASAP this was in travelers rest **************

  Business response

  09/18/2024

  Dear Mr. *************** hope this message finds you well.  Thank you for sharing your feedback with our office.  I am very sorry for this unfortunate situation and I can understand your frustration.

  I reviewed the Ticket notes regarding this matter; CR925000.   We are very sorry that the response from the hotel was not the expected outcome you were expecting.  As an intermediary between the member establishments and the guest, *** Hotels aims to achieve a satisfactory mutual solution. Sometimes this does not occur,as in the case of your complaint.  We support your right to seek other avenues that may be able to assist you with a more detailed investigation in your pursuit for further satisfaction.  

  We will keep your correspondence and comments in our files, and they will be included in our continuing effort to review the standards of the Best Western Travelers Rest/***********  We have several quality assurance programs in effect that are used frequently when evaluating the overall customer service level of the *** *********************** member establishments. Your observations are a vital part of this process.

  Again,we are sincerely sorry for the concerns you have with this hotel and that the response was not what you were expecting.  
  
  Warm Regards,  *********/ *** Hotels

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/6/24-9/7/24 The first impression of this hotel was the front desk staff when I walked in. No emotion, no "Hello" very cold and not helpful whatsoever. I had to approach and ask to be checked in. The first room they gave us... there was mold all over the ceiling - a random odd hole in the ceiling above the bathtub surrounded by black growing mold. The carpet was wet all throughout the room. There was dust CAKED up on the A/C grate and the whole room wreaked of mold and humidity to the point it was hard to breathe. I went back down and ran into a maintenance man in the elevator - who was very helpful and nice (the only reason I gave a 4 for the staff and not a 1) He took me to the front desk and demanded them to give me a different room - as the man that was cold to begin with whispered to the maintenance gentleman asking him if he could go clean one of the rooms as "we don't have anyone else to do it".. And didn't say anything to me just slammed a card on the desk and the maintenance man spoke for him and apologized and took me up to the other room to check it out. It was better, but still... the carpets were wet, the room was musty and smelled like mold, just a little less and somewhat bearable than the first room. The mold on the ceilings were covered with white paint, and we were only staying one night. It was so hard to breathe in there at night, we had to go out on the balcony in the middle of the night from waking up from the humidity. We finally just left the balcony door open so we could breathe. I asked if they could do a military discount instead and he said no. Overall it was a terrible stay and I will not be coming back. I have been in plenty hotels and non have smelled so bad of mold and wet dirty carpets as well as the more than difficult staff.. Very disappointed. I think the mold is a serious health concern if not a hazard and should be addressed and the rooms closed down immediately.

  Business response

  09/09/2024

  Dear ************,

  I hope this message finds you well.  Thank you for providing our office with your feedback regarding your experience with the Best Western ********************************* Hotel & Suites.   I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 
  
  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western ********************************* Hotel & Suites. The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.
  
  Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.
  
  Warm Regards,  *********/ BWH Hotels/ Ticket CR922006
  

  Customer response

  09/09/2024

  I appreciate your help. I will watch for the response from the management team.

  Thank you.

  Business response

  09/10/2024

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

  I hope this message finds you well.  ********** has received a response from the hotel manager regarding your concerns.

  The manager advised our office that you were provided with a complimentary late checkout of 1:30pm at no extra charge.  Provided with breakfast coupons and $40.00 off your bill.    The hotel is very sorry for your negative experience and thanks you for taking the time to share your feedback.

  Thank you for your loyalty and patronage to BWH Hotels. We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels  properties soon, hoping to make it a pleasant stay for you.
  
  Sincere Regards,

  *********/ BWH Hotels/ Ticket CR922006

   

   

  Customer response

  09/10/2024

  The maintenance man afforded the breakfast because of how disgusting the rooms were and the disrespect of your staff - I did not ask to be provided breakfast as I had already opted to receive it. I did however, ask that you use my military discount since I was afforded the breakfast, your staff told me they could not use my military discount cause I had already received the "breakfast rate". Makes no sense at all and doesn't make it any better.

  My son has now developed some type of sinus infection after staying the night at your hotel. This is why I made the reviews - because nobody should stay in the rooms in those conditions. It can and has now caused a health issue.

  Yes, I was provided the late check out after back and forth with your staff. That told me I could have it, not because of the condition of the rooms but simply because the hotel was not in a hurry to get anyone else into the room. A previous representative of your company offered to award me a Gold status and ***** points with you. Which I declined due to the obvious... Will I need to dispute this with my bank? 

  This is unacceptable.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint with Best Western **************** in reference to what unfolded below.I booked a reservation for 2 weeks, I extended it for another 2 weeks. I was told by management I had to change rooms at the end of the first reservation.I went to the office at 8 am to find out what room I was moving to, I was told by management the room wasnt ready and wouldnt be ready until 10am, I informed the manager I had a 11am appointment and it would take me a couple hours to move everything.I went to the room and started packing, then my 3 year old daughter school called for me to come to the school.I returned maybe an hour later, started packing again, the school called yet again for me to come.This time I waited at the school to see if they would call again, they actually called 3 more times as I was waiting, I was finally told I had to take her home for the day.I arrived at the hotel around 12:15, I told the manager since I wasnt out of the room by 12 he could charge for the another day.I tried explaining there was an issue with my daughter.He started screaming he didnt care, that I intentionally left and did not move like he asked **** raised my voice as well and told him I dare you raise your voice at me, Im a guest, and you downright disrespectful and nasty.A housekeeping came out and asked us to stop screaming, he told her to go away, I asked her to stay as a witness to what was unfolding, he physically escorted her out of the lobby.We continued screaming at one another.He said he wasnt going to put up with this the next time I had to change rooms and wanted me to leave, I told him to cancel my reservation.He got on the radio told housekeeping to pack my stuff and sit it in the parking lot. When I got to my room they had sit some of my things on the curb.I told them Id take it from there, they all apologized for his behavior saying he was wrong and they heard him screaming at me and he started it.He shut the water off As I was packing.

  Business response

  09/05/2024

  Dear **************,

  I hope this message finds you well.  We are sincerely sorry about this situation and can understand why this would be upsetting.  As an intermediary between the member establishments and the guest, *** Hotels aims to achieve a satisfactory mutual solution. Sometimes this does not occur, as in the case of your complaint.  We support your right to seek other avenues that may be able to assist you with a more detailed investigation in your pursuit for further satisfaction. 

  Our office will internally address the hotel's management regarding this matter and handle this according to corporate policy.  Thank you for taking the time to share your concerns with our office.

  We will keep your correspondence and comments in our files, and they will be included in our continuing effort to review the standards of the SureStay Studio by Best Western Pensacola.  We have several quality assurance programs in effect that are used frequently when evaluating the overall customer service level of the *** *********************** member establishments. Your observations are a vital part of this process.
  
  Warm Regards,  *********/ *** Hotels/ Ticket CR914677
  

   

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Best Western in ******, ********, on August 19th for one night while traveling across the country. Exhausted from the long journey, I briefly turned on the TV and noticed a circular **** on the screen, about the size of a golf ball. It appeared to be part of the screen saver, and the TV seemed to function normally, so I didnt think much of it.However, after checking out, I discovered that I had been charged $442.72, plus an additional $140 for the reservation. These unexpected charges maxed out my credit card, leaving me unable to refuel my car. Strangely, when I reviewed my reservation history, it was ****ed as canceled, despite my stay.The circle on the TV did not suggest any obvious malfunction, and given my fatigue from two days of driving, I didnt see the need to switch rooms in the middle of the night. I am not responsible for any pre-existing issues with the TV, and it is the hotel's responsibility to properly maintain their equipment. I am requesting a full refund and an apology for the significant inconvenience this situation has caused me.

  Business response

  08/30/2024

  Dear **************,

  I hope this message finds you well.  Thank you for your message  regarding your experience with the Best Western Plus ****** Hotel & Suites.   I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 
  
  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western Plus ****** Hotel & Suites. The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.
  
  Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.
  
  Warm Regards, *********/ BWH Hotels/ Ticket CR913467

   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a job there in ******** because I had a criminal record. They said I couldnt work there, but they hired my neighbour that lives beside me that has a criminal record and he still employed there and then he called the cops on me last night, calling his employer and saying that he had a criminal record when he didnt inform them that he did.

  Business response

  08/23/2024

  Dear ****************,

  Thank you for your contacting our office through the Better Business Bureau regarding your concerns with one of our Best Western locations.   I am very sorry for this situation regarding employment.

  Unfortunately, our **************** is unable to assist you with this.  Each Best Western Hotel is privately owned and operated and they conduct their own hiring.  Corporate has no involvement with that process whatsoever.

  If you feel that you need to discuss this further, please seek assistance through local resources.

  Best Wishes, *********/ BWH Hotels

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was fired without explanation.

  Business response

  08/21/2024

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

  Thank you for your message regarding a Best Western property.  Each Best Western hotel is privately owned and operated, they are responsible for their own hiring and firing process.  Our corporate office cannot be involved.  If you feel that you were wrongfully terminated, you will need to seek local resources.

  Regards, *********/ BWH Hotels/ CR911432

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been staying weekly at the Best Western Commerce Hotel in ********** for many times. I noticed that since July they have been cancelling my reservations even though I've stayed at their hotel and I have not been getting my reward points. What a shady practice to avoid paying out points!! Shame on Best Western! I contacted the manager on site and she was no help whatsoever, completely clueless. This is unacceptable as i have proof of them even holding my $100 deposits on my credit card. This needs to be escalated and i need my points credited to my account.

  Business response

  08/21/2024

  Dear **************,

  I hope this message finds you well.  Thank you for your message regarding your reservations with the Best Western Plus Commerce Hotel.    I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 
  
  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western Plus Commerce Hotel. The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.
  
  I have escalated your most recent comments to the hotel management.  I have asked the hotel manager to please review the details of your complaint and provide a response as soon as possible.  As soon as I receive the hotels response, I will follow up with you immediately.
  
  Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns in the meantime, please let me know.
  
  Warm Regards,  *********/ BWH Hotels/ Ticket CR911209
  

   

  Customer response

  08/22/2024

  Nobody has contacted me to resolve this. My reward points are still missing from my profile. When will this get resolved?

  Business response

  08/30/2024

  Dear **************,

  I hope this message find you well.  Thank you for your kind patience while our office works on your concerns.   It appears that the hotel contacted our office on 8/23 and the issues with your Elite points have been resolved.

  All the missing Elite points have been posted since 7/12/24 to present.   

  Thank you for allowing our office the opportunity to assist you and if you have any further questions, please let me know.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR911209

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were booked to stay at the Best Western Dartmouth from 7/12-7/14. We were told that the hotel had recently been renovated.There were many issues with the hotel, including soft spots in the floor (hallway and bathroom), broken tiles in bathroom, wet carpet (soggy near the a/c). However, we were committed to staying at the hotel despite those issues.Our big problem was that on Saturday morning, my husband removed 3 tissues from the box in the bathroom, and a used, ****** hypodermic needle fell out of the box and onto the floor next to my husbands foot. It missed his foot by half an inch.We immediately notified the front desk and checked out of the hotel. We had to find another hotel, and the closest/cheapest we could find was 40 minutes away, and cost $406.00. That was twice the cost of one night at the Best Western.We asked them to refund us our Friday night ($195), since we had to pay so much to stay in the next hotel. They refused. They offered 25% ($49), and told us that they processed that refund. However, we have been charged the entire amount with no refund. We would like the entire night to be refunded. At the very least they need to refund the $49. The hotel for the weekend was supposed to be $390 (2 nights at BW), instead it cost us $601 (195+406).

  Business response

  08/11/2024

  Dear Ms. ********,

  Thank you for your feedback regarding your experience with the Best Western Dartmouth-************  I am very sorry to learn of your concerns and can understand why this would be upsetting.

  I have reviewed the Ticket notes (CR890565) and will follow up with the hotel manager once again regarding the billing adjustment you were supposed to receive as well as any further consideration.   As soon as I receive an update from them, I will follow up with you as soon as possible.

  Warm Regards, *********/ BWH Hotels/ Ticket CR890565

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello We stayed in the Best Western Plus *********** on 8/5/24 We've been to this hotel in the past, but this time was significantly worse than others. The situation of this hotel is deteriorating, and has become a real hazard. To begin with, the hotel reeks of sewer smell from the moment we walk in.The hotel pool was not operational (which is not the first time) - and terrible smell is coming out of that area.Walking into our room, smelled like sewer, the same as all other rooms and areas of the hotel, as we've heard that from other guests. The window in our room was open wide when we walked in (while it's 97 outside) The hotel is not clean Looking outside, all the balconies of the hotel are crumbling, and have pieces hanging off the edges and falling makes it look like the balcony is about to fall. Hotel isn't prime location right outside the stadium, and it's a shame it's in that state. We will not going backtothishotel.

  Business response

  08/10/2024

  Dear *****************************,

  I hope this email finds you well.  I would like to extend our appreciation for contacting our office regarding your experience.  The feedback we receive,positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.  I am so sorry to learn of your experience with the Best Western  Plus KC Speedway Inn & Suites and can understand your disappointment. 
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will be working locally with our property to improve quality and services. We will make sure that the hotel will not face this type of issue anymore.
  
  To make up for the negative experience, I have posted ****** bonus points to your Rewards account.   I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with BWH Hotels brand again.
  
  Thank you for your loyalty and patronage to BWH Hotels.  We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels  properties soon, hoping to make it a pleasant stay for you.
  
  Please let me know if you have any further questions or concerns.
  
  Sincere Regards, *********/ BWH Hotels/ CR905323

   

  Customer response

  08/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

*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. ↩