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:11/30/2023

  Type:Sales and Advertising 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 stayed at the hotel on 11/22/2023-11/24/2023. When we arrived, we were notified for the first time that the elevator was down. With three large suitcases and an infant in a car seat was very inconvenient. The room 229 was on the second floor and we took the stairs. After about 5 minutes of putting our things into the room, I noticed a cockroach crawling on TV stand, which was next to the bench the baby was placed on. The front desk was quickly notified and responded nonchalantly and had a look of disgust on their faces. After speaking with a couple of staff members, we finally got a new room, which was 107. The room was not clean as there was food all over the floors and brown stuff smeared throughout the bathroom. We went and purchased cleaning supplies and began to wipe down ourselves. After complaining, a maid came in and seemed irritated that she had to clean it. A manager was requested multiple times and it was stated that one was not on site and they do not know when one would be available. On that Friday morning, the baby was being fed on the bed when a bed bug appeared on the comforter. It was smashed immediately. The paper towel it was in was taken to the front desk and shown. There were looks of disgust again and comments of "eww". Sarcastic comments such as "What would you like the resolution to be?" kept being said. We asked if we could be moved to another location and was told they are not affiliated with each other. Due to the bed bugs and cockroaches, I had to throw out a lot of our things such as multiple pairs of brand new ****** tennis shoes, boots and clothes. I was not going to take the chance of taking those things back home as I am allergic and cannot risk getting bit. I have been bitten before and it caused severe swelling all over my body. We packed what we could and left after speaking with a manager to move locations. I am frustrated, sickened and devastated by the experience.

  Business Response

  Date: 01/26/2024

  We tried to assist the guest to the best of abilities.  We offered her compensation, we offered her different rooms, and we even offered her a room at another hotel even with a refund.  They did not like any of the options.  None of that was accommodating to her.  

  Customer Answer

  Date: 01/26/2024

  Complaint: 20938212
  
  I am rejecting this response because: I never stated that the options offered were not accommodating. We had to dumpster dive for our own wallet because no one attempted to help us find it. We did move to a new hotel location and our stay there was a way better experience. All of this does not replace my belongings that I had to throw away. I was not driving over 6 hours long and possibly take home bed bugs and roaches, when I'm allergic to both. Me throwing away brand new clothing, ****** shoes, a duffle bag, boots, food and all of the baby items. My attorney may need to reach out for me to get compensated for my loss. The way we were degraded is far worse than the condition of the hotel.
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  When we first checked in at the hotel on 11/22/23 we were given a room on the 2nd floor only to be told the elevators are not working at the moment. I asked will they be working at any time during our stay and was told no they been down for 3 weeks now. We had to carry 3 large suitcases and bags up to the 2nd floor and my 8 month child in her car seat. We were only in the room for 10 mins and never unpacked when we seen a ***** on the wall. I went down to the front desk and made them aware only for them to say they can move us to a room om the 1st floor when they just told us no rooms on the 1st was available due to needing to be cleaned. I said we'll if they on the 2nd floor wouldn't like also be on the 1st? And I was told no. When we got into the new room it was not clean, there was still food all over the floor. We had to ask several times to have the room clean just for them to halfway do. It got to the point that we bought our own cleaning supplies and did it ourselves. I lost my wallet and phone during us moving from one room to another because my purse fell off the bench and it fell into the trash small can. I found my phone but didn't know my wallet was missing and in the trash can as well. The next day and the 1st time we were going to be leaving the hotel is when i noticed it missing. I asked to check out our original room to see if I left it in there and was able to do so and didn't find it. I then asked where the trash is because maybe it fell in there when my phone fell they didn't seem concerned or eager to help. So I took it upon myself to go buy gloves and check the dumps. I had to climb into two dumps and I actually found my wallet in the trash they dumped. Now today I woke up to feed my daughter and ther is a bed bug clawing on the covers. I take it to the front desk and ask for a manager once again just to be told again they are not on site and not sure when they will be in today nor can they relocate us. This is disgusting.

  Business Response

  Date: 11/24/2023

  Dear BBB,

        We have talked with ******************* and have refunded her stay with us and also have paid for her to stay in a hotel she wanted for one free night.

   

  Sincerely,

  ******************************

  General Manager

  Best Western West-Westport

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/13/2023

  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 checked into Best Western Plus in ******** *******, MO on 03/06/23 I booked a room for one week ending on 03/13/23. On 03/11/23 at about 12:00pm, I asked if I could switch rooms to the top floor and also pay to extend my stay until 03/20/23. They said yes, I could come to the front desk on March 12 or March 13 to switch rooms and get a new key. At about 4pm on 03/11/23, I was getting dressed in my room with the door closed and locked when another hotel guest opens the door with a key, walks in and sees me getting dressed. I asked him to leave and he stood there for a moment while I'm half naked explaining that the hotel gave him the key to my room. I finished getting dressed and went to the front desk to address this. When I walked up they were more concerned with getting that man a new room rather than asking if I was okay. There were no accommodations and the apologies were said with a straight face and no sincerity. I asked what could be done and the only thing they told me is that they'd refund 2 days of the nights I stayed. I was told if I was uncomfortable I could just leave. I did not want to leave I wanted somebody to care about what happened and offer me some sort of reassurance that this would not happen again. I was not offered any solution or even discounts on future nights. Nobody could tell me it wouldn't happen again. I was not taken seriously about what I had to endure. Additionally, this incident has brought up past traumatic experiences for me that I've been trying to work past. The hotel staff would not give me their names when I asked and the manager **** was extremely rude on the phone. Nobody could ensure me it wouldn't happen again and the front desk staff kept blaming it on other staff members instead of taking responsibility. I should also note that my room hadnt been cleaned so even if it was marked as vacant on accident they still checked him into a room that hadnt been cleaned. I want a refund for my full stay not just the 2 nights

  Business Response

  Date: 03/21/2023

  She asked for a new room and we gave her the key.  When this incident happened, she was in her old room that she was not supposed to be in.  Also, the man only popped his head in for a second when he closed the door and ran to the front desk.  She cussed at my staff, me and a 10 year old boy while calling the man a predator.  The man did not stay more than one second.  When she came to the desk we did apologize to her even though she was being very confrontational. Our staff did ask to talk to her separately since she was using profane language in front of very young minors and also cursing at said young minors.  She refused to do this while using all sorts of profane language and calling him a predator.  We tried to deescalate the situation, she refused to calm down, to talk with us in a calm manner.  We did offer multiple accommodations including the refund the day she stayed and for the advanced day she requested.  She continued to use profane language.  In the end we asked her to leave the property as she was causing many disturbances.  She was demeaning and very confrontational to the point where my guests and staff were fearing for our safety.