Complain about a product or service

Best Western Hotels

Deborah of Zephyrhills, FL November 13, 2009

We were on our way to Florida and thru rest stop Information centres we found coupon book for hotel discounts. We found one for the Best Western Exit 18 Valdosta Georgia, so we decided to stop there for the night. When we booked in we tried to use our Best Western Rewards card but it was refused by the clerk, some song and dance about how they aren't really a Best Western they are in transistion but yet the sign said Best Western, all the advertising in room said Best Western, receipt said Best western and they took the discount Best Western coupon. If this wasnt a Best Western I dont know what it was as the clerk didnt say. We skipped their advertised continental breakfast as it certainly wasnt as depicted and when we checked out I inadvertantly left a soft sided cooler and ice pack in the room.

This happened Nov 1 and I immediately called but got nowhere, so I contacted corporate office in Phoenix Arizona. They stalled me with emails for almost 2 weeks telling me the hotel had 7 days to respond and that was Nov 12th not sure whose calendar that is but is almost 2 weeks since the incident. They assured me management or the hotel would get in touch by the 12th. Well today is 13th no answer I email again and keep getting responses from Jenn(customer service) who advised me today the hotel didn't find my cooler. Hello of course they didnt it has been 2 weeks countless customers have been in and out of the room, hotel staff etc. If they had have addressed my concern the day I contacted them it probably would have been found but they didnt care and why should they it wasnt their property. This Best Western says they arent even a Best Western and they wouldnt accept the Best Western rewards card. It may seem trivial to some but an incident like this tells me what kind of a business it really is. What kind of business who pretends to be consumer oriented makes a customer wait almost 2 weeks and then says oh I called them today and they cant find it. Needless to say I will be destroying my Best Western rewards card.

ShiQing of Streetsboro, OH November 2, 2009

For our Society of Rheology annual meeting in October 2009, I went to our website to book two rooms for me and my students. I hit the link to Best Western and looked for a rate close to that on our website. I apparently hit a button to reserve two rooms for three nights that actually amounted to instant purchasing. We usually only make reservations in advance, not purchase. I had not finalized our travel plan at the time.

I contacted them within a few days of this mistake and asked them to allow me to make changes from three nights to two nights. They would not give us a chance to modify the mistaken booking. Since I made the request very soon after the booking, any reasonable business would have understood why this error needs to be corrected.

I have the recording of all correspondences regarding this matter. So please help me resolve this issue. All I ask is for them to refund one night for the two rooms that we could not show to occupy. I would be paying over 300 for a service we did not use, two rooms one night.

Andrew of Troy, NC August 11, 2009

I stayed at the Best Western on Friday Aug 8th and checked out on Saturday Aug 9th. On the night of Aug 8th, I went to sleep with my shirt off. On that next morning, my girlfriend told me she had been itching in her sleep the night before. On the next morning i noticed a few bumps but ignored them because they were not itching at the time. As the day progressed, I began to itch and welp up severely. That evening and into the next morning (Sunday) bumps began to appear on both of my arms as well as welping. It continued all day Sunday and bumps are now all over my back and arms, as well as my hands and legs. I believe that the room was infested with bed bugs. I did seek medical attention and the physician indicated that it looked like bed bug bites and that I had to be medicated.

Joseph of hummelstown, PA June 30, 2009

A few months back I was looking for a part-time job after the hotel I was working as Chief Engineer at cut everyones hours back. I was called by Tina, who was extremly interested in having me come to her hotel full time as her Chief Engineer. She terminated her last Chief Engineer that was there for many years and she was desperate to get a new Chief Engineer in place due to an inspection by Best western inspector [Duane] .

After she offered me more money and painted a very wonderfull picture of the situation and company that owns it, I left my current employer and came to her hotel. After working between 12-16 hours a day on a fairlly modest salary in order to barely make the hotel pass, I was laid off. The hotel has been neglected for at least 15 years. There are more problems and issues than I could ever mention on here. Milestone is cut off from literly every vendor they deal with for not paying their bills. I had to use my own car, my own gas and my own money for getting materials.

Even though I did nothing wrong and am the sole reason the hotel past the inspection, I was let go and then even told by [Rich] that they will fight me collecting unemployment. The hotel is currentlly operating with no Chief Engineer or any person employed by the hotel with a pesticide licence or pool certification for operating the pool/spa and/or handeling chemicals. Tina and Rich are very sneakie bussiness people that use you, chew you up and spit you out like an old piece of gum.All I was told by Tina or Rich is that they can terminate a person that is in their 90 probationary period without giving a reason.

Francisco of Atlanta, GA June 22, 2009

On Monday 06-16-2009 I reserverd a room with BestWestern for 5 nights at a 59.00 daily, on Tuesday night around 22:00PM I received a call from the frontdesk that the next day Motel 6 will be the new owner of the hotel and several services will dissappear like no more free breakfast, no more TV basic cable, no cups in the room, 1 day with no phone service, no cafetera, no pool, no wake up clock basically I just have the room with no extras that were contracted with BestWestern for 5 nights and were paid in advance.

I has to buy breakfast for my whole family for 3 days, I has to taken to the movie theater because there were no more TV cable in the room and the pool it was not open, I has to use my mobile phone minutes because there were no phone service at the room, I has to go to frontdesk for cups because they were removed from the room without notification all this without a fair warning when I was charged the whole amount of the rooms for BestWestern and Motel 6 downgraded all the room and hotel services what they did not updated it was the room price that it was charged the same as Best Western prices.

pardis of birmingham, United Kingdom June 10, 2009

I stayed in room 140 in The Best Western Hotel Shaftesbury Padington Court London on 24-26 May 2009. On the second day I noticed my clothes are damaged and the food and chocolates that we had in the room were eaten by mice. My child was eating these chocolates since our arrival. I have photographic evidences to prove my claim.

It was so annoying to see the hotel manager does not take the matter seriously therefore, I take this step to rise my complain.

Dana of Leesburg, GA March 8, 2009

Dana of Leesburg GA (03/08/09)
Our soccer booster club reserved 22 rooms at the Best Western for a soccer weekend. We we're scheduled to play Friday night and then again Saturday morning. Unfortunately, the two teams cancelled the games because of the threat of sever storms and cold weather. We called the hotel and cancelled 18 of the rooms. Several parents decided to go ahead and go, because they had arrangements to meet friends or family from out of town. The manager of the Best Western Marie J has refused to refund the 1,350, or even give our parents a voucher to use the rooms another time. She stated that the cancellation policy was 24 hour notice. But, she has not produced the e-mail that stated that.

We have contacted the Corporate office in Pheonix, AZ, and they have supported the decision of the General Manager. The General manager has told corporate that there were soccer players there. Yes, there were 6 players there with their parents, but as I stated earlier, they were there because they had family come from out of town who had planned to come and watch them play soccer. We are unable to reschedule the games because of the time schedules of the teams involved.

The Lee County Soccer Club has lost 1,350. Our sports programs are not financially supported by our school. The Booster club has to raise approx. 15,000 a season to run our program. So, to lose 1,350 is a big set back in our program.

Jill of Clifton, VA July 14, 2008

Jill of Clifton VA (07/14/08)
A reservation was made for 12 rooms for the time period 7/19/08-7/24/08, for a girls' softball team that was to come to town to participate in a large tournament. Due to unfortunate circumstances involving serious player injuries, our team had to withdraw from the tournament 5 days prior to arrival. I called the hotel and spoke with the Sales Manager, Laura Nally, and explained our situation. (Again this was 5 days prior to our scheduled arrival date.) I requested that, as a gesture of goodwill, the hotel waive the cancellation penalty of 1 night's stay. My request was denied. I further pleaded for a compromise to minimize the penalty, but was again denied.

I spoke with a Customer Service Rep at the Best Western HQ who informed me that these decisions were left up to the individual hotel operators, but he offered to place a courtesy call to them on my behalf. Again, the request was denied. I understand that the decision is left up to the individual hotel operators, but I must say that I and the families I represent are deeply disappointed in the unwillingness of this hotel, representing the Best Western name, to afford a break to those who had no control and are already suffering a hardship over these unfortunate circumstances. They charged our credit cards immediately upon registration more than a month ago, and they know there is nothing we can do about it now. Whether or not they are legally within their rights, I am disgusted by their apathy for making some type of effort in the name of goodwill.

Annette of Houston, TX April 7, 2008

My Husband myself and my daughter went to Louisiana for a wedding for April 5 2008 We arrived after midnight from driving six hours from Houston Tx in a lot of rain I registered as an AARP member but the front desk clerk told me you already get an AAA discount I was thinking maybe she didn't hear me I said again Could get the AARP members discount she then repeated you already got a discount for a room for two nights not knowing of the nightmare we would have after getting into the room the smell of cigarette smoke was the first flag after we were suppose to get a non smoking room we were so exhausted we decided to stay

Then after falling asleep there were a loud bang at 4:02am from the vanity area we all jumped to see the shelf where our clothes hung fall from the wall Well no more sleep for me my husband and daughter tried to sleep again they were part of the wedding party We called the front desk a couple hours later a janitor came quickly after he saw the room condition he told us this room shouldn't have been occupied I didn't notice the room had pictures but one were laid against each wall he brought back a set of keys so could move to another room but we jump from frying pan to the skillet

Wow this room had two holes in the bathroom and the carpet were stained we kept our shoes on again this time the pictures under the bed the telephone label and receiver had mildew my called the front desk to tell them but and paid 200.70 for two nights we had traveled so far to get to this wedding we ran out of time and hotel money we tried to find another hotel and was told none was available and couldn't afford the ones that were because of a Volleyball and Cheerleader tournament. So we had to stay there or sleep in the car I know about the storm three years ago but if the rooms at this hotel are not ready for business WHY open and take people money I had to give my credit card.

Tamika of San Francisco, CA November 2, 2007

Last week my mom and I checked at Best Western Sutter House in Sacramento. The reservation was originally for a week but after check in my mom and I decided to check in at the Best Western on Jibboom Ave. We stayed one night I told the front desk on 10/23 we would be checking out early she informed me that would be fine alsong as I checked before 1:00p.m. My mom and I decided to split our stay there.

I would pay 350 and she would pay the remainder. When we checked out the next 11/24 the desk guy did not know we were checking but he said ok because it was before 1:00 p.m. My mom said she would pay for the one night we stayed a total of 106.78 she was charged and we left. Now on friday 10/26 I noticed on my statement online I was charged 350 from best western I just assumed it was from Jibboom St where we were staying it wasn't. I called Sunday 10/28 Eric informed that the charge was in the process of being refunded that it was done Friday evening. I called 10/29 and 10/31 it was never refunded.

I spoke to Leanne 11/1 @ 7:15 a.m. she told that they charged by mistake and refunded my mom's card 350 and charged her 106.78. She said it would taken care of by 11/2. I called and spoke the desk guy he did not give me his name and told I had to call leanne back monday morning 11/5 I told she should call me back and customer service me ,

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