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:04/03/2025

  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.

  Subject: Complaint Against SureStay Studio by Best Western Pensacola – Refund Denial & Poor Service Dear Sir/Madam, I am filing a complaint against SureStay Studio by Best Western Pensacola regarding misleading information, unfair refund denial, and poor service. I originally booked a three-night stay (March 31–April 3, 2025) but had to modify it due to Pensacola International Airport’s closure on March 31. I rescheduled my stay to April 1–April 4. However, due to the hotel's poor service, I canceled my last night (April 3–April 4). On April 2 at 10:15 PM, I requested a cancellation from Cedric, the front desk staff in charge. I specifically asked if I would receive a full refund, and Cedric confirmed I would. Based on this, I booked another hotel. The next day, upon checkout, I spoke with General Manager Ankit, who denied my refund, claiming Cedric gave me incorrect information. Despite escalating to Best Western customer service (Case #CR1006065), Ankit refused to process the refund. Additionally, the hotel’s service was poor—only one partially used toilet paper roll was provided, and housekeeping did not clean the room daily. Requested Resolution: - A full refund for the canceled night (April 3–April 4) as initially promised. - A review of the hotel’s policies to improve customer service and refund transparency. I request a formal response and resolution to this matter. Sincerely, Mohammad

  Business Response

  Date: 04/04/2025

  Guest on March 31st tried to cancel the nonrefundable reservation as they already passed cancellation period with BW corporate office. They reached out to hotel about changing a reservation to arrival next day. as a curtesy hotel made 1 time exception and did NOT CHARGE FEE and changed arrival date to next day and informed the BW corporate representative that this reservation now nonexchangeable and noncancellable and to let the guest know. (See attached file from BW customer care) who informed the guest before arrival to the hotel about restricted policy and also, we made 1 time exception. guest agreed.

   

  Also, guest booked Discounted rate we require them to get discount with minimum 3-night stay and they cannot get refund for early check out- (See attached Customer care file) where agent explained guest the reservation requirement in order to get a discount.

  Guest was never told by FD agent that they will get a refund.

  Guest knew the housekeeping policy as we are extended hotel, and we only provide weekly service (See attach proof from the website which shows guest housekeeping policy at the time of booking.)  We do provide any additional supply guest may need during their stay. guest never asked ore requested anything.

  Guest and his entire family enjoyed breakfast each morning during their stay for about 1.5 hrs at that time and greeted staff Good Morning each day but never brought any concern but once we told them we cannot get refund they created issue to damage hotel reputation.

   

   

   

   

  Customer Answer

  Date: 04/07/2025

  
  Complaint: 23156618
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mohammad *********

  Customer Answer

  Date: 04/07/2025

  Thank you for reaching out and following up on my case. I would like to add an important update to be included in my file.
  
  I was very disappointed with the response provided by the management of the Surety Hotel regarding my complaint. The tone of their reply was defensive and lacked any sense of professionalism or accountability. Instead of addressing my concerns with empathy and seriousness, they shifted the blame onto me as a guest, offering no meaningful resolution.
  
  Even more concerning is that their response completely avoided the core issue and focused instead on unrelated matters such as housekeeping policies and the duration of breakfast service—as if using services I paid for somehow invalidates my right to provide feedback. What stood out as especially unprofessional was their mention of observing guests during breakfast, which felt intrusive and inappropriate, especially considering breakfast is included in the stay.
  
  Furthermore, their explanation of the reservation and cancellation policy was vague, poorly structured, and confusing. Rather than demonstrating a genuine interest in improving the guest experience, their reply appeared to be an attempt to justify the actions taken.
  
  I also want to make it absolutely clear that I was never informed of any exceptions or special terms related to my reservation. I have no recollection or awareness of being told anything of the sort. If I had been informed, I would not have asked to check out one night early. On the contrary, the front desk staff member who was on duty clearly confirmed to me that I would receive a full refund for the unused night. It is not my responsibility if the employee was unaware of the hotel’s policies—what matters is the information that was directly communicated to me as a guest.
  
  I insist that this update be added to my case to ensure a full and accurate record of the situation.
  
  Best regards,  
  

  Business Response

  Date: 04/08/2025

  This was all online where guest booked 

  Customer Answer

  Date: 04/12/2025

  My issue is not resolved yet. 

  Business Response

  Date: 04/14/2025

  No agent confirmed any refunds 

  please send us proofs if so thank you 

• Initial Complaint

  Date:10/28/2024

  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.

  Velinda ***** Attachments 2:59 PM (0 minutes ago) to me On Friday, October 25th, I received a notification that my reservation had been canceled by booking. I called SureStay By Best Westen and was told that they did not see a reservation, and I was asked to pay 145.01 for the first night, which I did. When I arrived at the hotel, I was told that the 145.01 was returned, and they only showed a zero balance. I called my bank in front of the Rep the bank told him it was still pending. So, I was asked to pay 256.50 plus a 100.00 refundable deposit. I questioned him when I saw him make a copy of my bank card and driver's license front and back because I've never had a hotel do this before. He responded oddly, saying it was in case the system went down. I didn't believe him at all. We cleaned our room, which was room 211, and turned in the keys. About two hours after leaving, I received a bank notification stating my card had been charged 67.50. I called the hotel and spoke with Ankit; I asked what the charge was for the side it was because they saw us on camera with a pet. I asked that he send and show me the footage of me having a pet. I do not even own a pet. Ankit then said the housekeeping said she found feces in my room and a can of open pet food, which is a lie. First, he said he had footage, and now he has someone saying they found evidence of a pet. This was a lie. I told him to pull the camera because it was where my car was parked. He hung up in my face. I called back and asked for a manager, but he told me not to call back because he would be the only one answering the phones, so I hung up again. I called back and asked for the corporate number. I called and spoke with Tay, who gave me a claim number Of CR947702. My card was charged with lies, and I am due back at 312.63.

  Business Response

  Date: 10/28/2024

  Guest was charged Pet fee for 2 nights of their stay.

  Customer Answer

  Date: 10/28/2024

  
  Complaint: 22479741
  
  I am rejecting this response because: we did not arrive with a pet nor do we own a pet. We parked directly in front of the camera each day of the stay. When we asked for the camera footage that we were told that they saw us on camera with a pet. Ankit changed what he said and said housekeeping found feces in the room. These pictures were taking right before I left the hotel. As you can see there’s no animal feces on the floor. We never brought a pet and never interacted with anyone that had a pet at all.
  
  Sincerely,
  
  Velinda *****

  Business Response

  Date: 10/28/2024

  Charges will stand

• Initial Complaint

  Date:10/25/2024

  Type:Billing 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.

  I booked this hotel for our family to stay because it would accommodate five people and we could redeem hotel points. However, the hotel was poor and staff are terrible. The floor was sticky, there is a kitchen with an oven and stove but no pots or pans. The exterior had false eyelashes and melted candy and things littered by the front door. But the main worry was at check in. I was required to pay a $100 “refundable” deposit and was given a bunch of rules about drugs etc and late check out being $500 and trying to take breakfast to your room was $25 and just lots of unusual fees and incidentals that made us question the safety and security. We didn’t really have any other options since we drove in and it was late. Since it was just a two night stay, we decided we would just be careful. People were obviously smoking weed outside their rooms at night. When it was time to check out, we did so on time, we collected the trash neatly in the room, we washed our dishes, I swept the floor. After approximately 3 weeks after our stay our deposit had not been refunded. I called to ask for the refund, and the manager was not available initially but the other front desk associate said if the room was trashed, they don’t refund the deposit. Then when I did get a hold of the manager, he had no photos, he had no proof, he could give no details to what was “trashed” (because it wasn’t trashed) and when I said he would complain, the manager said he didn’t care who he complained to and proceeded to hang up on me. When I tried to call back I was hung upon again. This is not only unprofessional, but sounds as if perhaps this manager is going unchecked by charging unjustified fees and/ or pocketing customer’s money. Initial attempts to complain to Best Western were met with them “unable to reverse charges.” I find that very difficult to believe that charges cannot be reversed and no proof is required and no communication is required when not returning deposits. Checked out 8/3/24

  Business Response

  Date: 10/25/2024

  Guest was charges damage fee for the room as they room at checkout was very dirty no refund will be given 

  Customer Answer

  Date: 10/25/2024

  
  Complaint: 22471663
  
  I am rejecting this response because:
  No proof of how ‘dirty’ the room was could be provided. No efforts were made to contact me and no details could even be provided on what the issue is. Clearly looking at other google reviews shows this is a common scheme being carried out at this location. The manager is rude with zero hospitality skills. As a regular user of best western chain hotels this is by far the worst I have stayed at and definitely the worst customer service!
  Sincerely,
  
  Andrew ******

  Business Response

  Date: 10/28/2024

  Charges will stand 

  Customer Answer

  Date: 10/28/2024

  
  Complaint: 22471663
  
  I am rejecting this response because: you have still not provided evidence of the issue with the room. You have not been able to supply documented proof about what needed to be cleaned and no communication at the time and general rudeness from your ‘manager’ during the whole process.

  
  Sincerely,
  
  Andrew ******

• Initial Complaint

  Date:08/29/2024

  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 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 wasn’t ready and wouldn’t be ready until 10am, I informed him I had an 11am appointment and it would take me a couple hours to move everything. Nevertheless 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 to the hotel 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 went to the office told management since I wasn’t out by 12 he could charge me for the day. He was clearly upset I wasn’t out the room by 12. I tried explaining there was an issue with my daughter and that was priority over the room move. He started screaming he didn’t care, that I intentionally left and did not move like he asked me. I raised my voice as well and told him I dare you raise your voice at me, I’m a guest, and you’re 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 wasn’t going to put up with this the next time I had to change room 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 some of my things were on the curve. 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 and charged me $100.

  Business Response

  Date: 09/27/2024

  This guest did not check -out on time. She was informed about room change 5 days before, but she still did not pack any of her stuff and left the property in the morning we have called to come Chage room before 12 pm as show was already informed of this time line she did not answer the call and did not come to FD by 12 pm to Chage room she came after 12 pm was told we cannot change as she was Aware of this and still left hotel without coming to fd. Shew got really upset and started screaming and cursing at the employee cammed agent b*** and started screaming on top of her voice we had to call cops as she was out of control.

• Initial Complaint

  Date:08/14/2024

  Type:Billing 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.

  I was cheated out of my 100 dollar deposit. Manager claimed there was damage but could not tell me the damage I cleaned the entire room before I left the hotel. Paid a pet fee then there was no cook ware in the room and the maids attempt to kick me out of the room 10 am and 11 am and. Check out is 12pm. Absolutely no damage was done and yet I was robbed of my deposit. Maids seem to be under the influence of drugs. Can not even describe the way I was treated. I have never in my life have an issue like this. Manager accuse me of lying with no information on damages or late check out. Again all this is fabricated lies. Will never ever do business with this company again and completely unacceptable to have no information on the false accusations then charge me.

  Business Response

  Date: 09/12/2024

  Guest was charged deposit of $100.00 for damage to the room as the room was left dirty and also for late check out. guest was informed of this

  Customer Answer

  Date: 09/17/2024

  Because it is untrue I cleaned the entire room like I do every time I stay at a hotel I paid the pet fee and my dog is house trained I slept in the room and left before 12 pm which is check out because the ladies knocked on my door at 10am 10:30 am and 11am the fact that all three are lies and the fact that I have video of the room and they don’t yet they can claim anything they want. This hotel has horrible reviews and I should have been more careful in selecting it but it was a last minute booking and had no choice. The fact that I paid extra and cleaned the room and left before check out and left with zero damage is utterly ridiculous. I want the evidence of all this because I took a video of the room and still have them 

  Business Response

  Date: 09/18/2024

  the Charge will stand no refund

  Customer Answer

  Date: 09/18/2024

  
  Complaint: 22141515
  
  I am rejecting this response because:
  
  Sincerely,
  
  Shane ********

  i do not care about the 100 dollars you stole from me. I care that the bbb knowing who you are and who they are dealing with. I have evidence of your lies but again I do not want the money back. This is principle, your are a cheater and scammer and now the BBB. Knows. For the record BBB I do not care about the 100 they stole. Im doing this for the next customer so it does not happen to them.