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Business Profile

Motels

Best Western Asheville Biltmore East

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Motels.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 Thursday Oct 5 2023, I called the Best Western on ********* made reservation for Thurs-Sun 10/5-8, for an average rate of $150 per night. on Saturday 10/7 we were relaxing in the room at approx 12noon, the maid came straight in the room without knocking. we called the front desk to complain. the on duty manager "******" said we were "idiots" for not deadbolting the door, and that checkout time was 11am. we told ******* our reservation was through Sunday, we had no reason to be checked out. Instead of apologizing, and saying that was the problem, it was an error on their part, he proceeded to tell us to pack our things and leave the premises, and we are banned from the property. we have stayed at this hotel 2-5 times a year for the last 4-5 years, as we are annual pass holders to the Biltmore. due to this totally uncalled for action, we were unable to complete our vacation, we had to cancel out ******************************* reservations. we called the ** 800 customer service, they were no help. we were unable to obtain the owners name or contact information from ******, or customer service. on the way home, we checked our credit card, they were billing us for $610. the rate was to be $150 average for 3 nights, because we were forced to leave, we were only there 2 nights. we are still blown away by the conduct of ******, and no one from Best Western will apologize for our treatment.

  • Initial Complaint

    Date:09/16/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    **** dispute with Best Western Hotel in Asheville, ** on July 1st, 2022. Hotel room was paid in full with cash by my Aunt, ******************************* and the hotel required my credit card when I made the registration a month prior to checking in.

    Business Response

    Date: 11/02/2023

    It's been a year since this happened but it's still so vivid in my mind. I checked in this guest personally. I remember telling her that if she will pay cash that she will be asked for additional $100.00 for a security deposit. That' s when she changed her mind and just paid using a credit card. We have emailed her a copy of the video surveillance located at the desk where you can clearly see that he took the cash back and handed us the credit card to pay for the room.  

    After emailing her that video, she then decided to stop calling us about the issue.

    Customer Answer

    Date: 11/27/2023

     
    I am rejecting this response because:
    The person that they were referring to was my Aunt and she said she paid cash and got key for room. If you are saying she decided to pay by credit card then I need to know what that credit card number is. I also need to know where video surveillance was sent to. I never received any video surveillance. You claim after I received video that I decided to stop calling about this issue. That is a lie. You charged  my credit card for $219.22 on 7-19-22.

    Business Response

    Date: 11/28/2023

    I mailed the copy of your video (usb) and sent it the mail you have provided to us. After not hearing from you we thought you saw and that's it.

    As of now, all I can say confidently that we did not take cash payment from you. That you decided to use your credit card after we told you that we need additional $100 for security deposit if you pay cash. 

Best Western Asheville Biltmore East is NOT a BBB Accredited Business.

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