Best Western Hotels

On May 17, my husband checked in at the Best Western at Chapmanville, West Virginia. We checked out on May 20, 2012. I stopped to buy t-shirts at the service desk and set my computer down. When leaving, I left my computer behind. On Tuesday, when returning home, I called. The lady asked to describe it. I did and she stated that it was in Lost and Found. She put me on hold and went to check. When she returned, she stated, "It was there yesterday and not now." She stated that I call back when the manager was there to see if they put it in her office.

I called back and the manager stated she did not know where it was. I stated that the desk person had seen it yesterday in Lost and Found. She said she would check it out, and call me back soon. I kept calling because she has not called me back. "The manager was on the phone, she went to the bank," there were many excuses as to why she would not talk to me. But the desk person stated that she was watching the security videos to see who took it out of the Lost and Found. She knew that it was there the day before. I also have written down all the names of the people and times I called and talked to.

Finally at around 3 o'clock, the manager talked to me and stated she had two more housekeeping personnel to talk to and to please call her back at 9:30 the next day, which is now Friday! When I called, the desk person stated the computer was returned and it was there. The manager was not available to talk to me again. I drove for 4 hours one way to pick it up. Someone had accessed the computer and played with it. I checked before leaving the hotel. I feel they knew all along who had the computer and I feel this person needs to be arrested for theft. Also, the employees to be upfront with consumers and say that a staff had taken from Lost and Found instead of that the cleaning personnel removed it from Lost and Found. Also, if someone would have opened the zipper pocket on the side of the bag, my name and phone number was there. A phone call stating it was there would have been nice.

If you can open the computer and play with it, then why not look through the bag and see if there was a name and number. I am happy to say that I got my computer back after an 8-hour round trip and not even a sorry. I am very disappointed in your staff and maybe you need to do background checks. Also, this employee needs to be fired and arrested. I feel there was a cover-up by the manager and that she knew all along who had it and was giving them time to return it. I will be spreading the word to all my friends and relatives and also a posting on their website about this incident. This is sad! I am also sorry that I had to do this but an apology from your staff would have been nice.

Last week, my boyfriend and I stayed 3 days in the Best Western Plus on Ford Extension in Fort Myers, Florida. First of all, the drain in the tub did not work well. I stood in water as I bathed. I did not complain! Then there was no blanket on the bed, I still did not complain as I had brought my own. Upon our departure and being four hours away, we had discovered we forgot to take our clothes hanging in the closet. I then called the hotel and informed the front desk (who said was the manager). I informed him I had friends that would come and collect the articles. He took our room number and their names informing me he would contact the house cleaning and have the articles tagged for pickup.

My friend promptly went to the front desk on the next day (May 15, 2012) to acquire the articles we had left! I received an email from them informing me that there were two shirts they retrieved, was that correct? No, it was not! There were at least 6, three of which I had just bought for my fiance and two of them had never been worn. I am upset because of our negligence on double checking the room and because I called four hours later, the clothes were gone. I would have understood them being gone had it been a day or two, but four hours? That tells me this hotel has dishonest housekeeping service and therefore I am very displeased.

I called hotel direct to ask if they could accommodate a truck with 25 ft 5th wheel. They checked calendar, stated yes, there are no major events in town that date. I went through Travelocity and booked 2 rooms, called direct to hotel 5 days before reservation, asked about truck and 5th wheel. Again, no problem. When we arrived and unhitched the trailer, we were told the trailer could not stay in the parking lot. We suggested we park the truck and car on street giving up 2 parking lot spots. We were told no, but we can give you a refund and you can go elsewhere. They offered the refund numerous times and stated no one would have ever told me that we could park a trailer in the parking lot, basically calling me a liar.

During our debate about our situation, several guests had arrived looking for a room. The rate offered them was double what we had paid in advance from Travelocity. To me, it appears they were only using the trailer as excuse for us to leave so they could rebook rooms at double our rate. We did relocate trailer to another site and got a refund for one room. We noticed the manager, the maintenance man and desk clerk had their cars parked in the guest parking lot the entire 3 days we were there. I then wonder, were they more concerned about the employees having to park on the street instead of the guest lot? I have pictures of employees' cars parked in lot as well as open spaces in lot. I also have proof on my cell phone where I did call direct to Best Western, St Charles Ave.

Do not book through 3rd party. Do not stay at Best Western.

We paid the bill as we checked out using a Discover credit card. Then I was charged the same charges, only adding 2 rooms per night on the credit card we use only for the phone reservations. The staff at check-in said this card would be replaced by Discover being used at check-in. I will not pay for the room 2 or 3 times. Get this corrected promptly. The motel was the Clock Tower Inn in Billings, MT.

I am a woman in her 60's. Now, I have stayed a few times at Best Westerns. I got bedbugs back in the 90's not knowing what they were at the time! Recently, I booked a room in Brooklyn, NY where my son has moved to live. He went to see the hotel location and called me right away to tell me no way was I staying there: the place was in a very bad neighborhood. Now, on the website of this hotel I saw rows of brownstones, trees, etc. In reality, this area was full of abandoned cars, fly-by-night type businesses and definitely unsafe after dark. They refused to refund my money, even though I gave nearly 30 days notice on my cancellation. Unkind, unprofessional, and heartless business people. A shame. So beware!

We found 4 fairly large bed bugs along the rim of the mattress. We immediately got our bags out of there, got a refund, and left the hotel to go elsewhere. I just don't want anyone else to be exposed to bed bugs at this hotel - Best Western Blytheville Inn, 1101 South Kari Lane, Blytheville, AR 72315

I stayed a weekend at the Best Western Inn of Tempe, AZ. About a week later, I noticed they charged my debit card twice for the stay. The second charge put my account over and caused overdraft fees. When I contacted the hotel, I was told there was a glitch in the system that caused the second charge and it would be refunded. When I asked about a refund for the over draft fees, I was told it was hotel policy not to refund these fees. After arguing that the charges were caused by their mistake and not getting anywhere, I took my complaint to Best Western's corporate HQ. After going through the whole story again, corporate gave me the same answer! Instead, they offered me a Best Western gift card for the amount of the fees! Like I want to stay at a Best Western again: unbelievable!

I have visited Ghana and I stayed at Best Western Hotel. I checked out on October 18, 2011 and flew back to SA. But to my surprise, when I looked at my bank statement, I have noticed that there is another billing from October 18 on Airside Hotel. I have only used my card at Best Western and nowhere else, which I suspect Best Western used the Airside hotel as another name (and the description number is the same as Best Western payments) to bill me extra money.

I have $700 worth of Best Western Travel cards. I had planned to use them to pre-book hotels (guaranteed) for the best possible rate. Apparently this can't be done using these cards, even though my $700 is tied up with Best Western. Why can't the amount be deducted from the card, so that I can have the "early bird" guaranteed rate. If I use my credit card to secure this rate, I've defeated the purpose of getting these cards. The customer service rep I spoke to explained that it was like cash, but if it was cash, I wouldn't be confined to booking with Best Western - I could book any hotel. The hotels I'm booking are in Europe. Any suggestions?

My husband is an over the road car hauler. He stayed at the Best Western in Yumma on April 10th. On the 10th, when I checked the bank account, they had taken out $54.58. Now he has a corporate card and a cell phone. There was no reason for them to even have his debit card. When he went and complained, the girl at the desk said they would straighten it out. Later that day, I looked at the account online and not only had they not taken it off, there was another charge for $53.58. So at that point, I called and was told the manager would call me today. So that was $108.16 for a room that should not have been charged in the first place.

Now today, they did take off the first one $54.58, but the one for $53.58 is still not back in my account. My husband changed motels after the first one and he said he likes Best Westerns, but he won't be staying there anymore. He will let his company know. Of course, anyone he talks to. By the way, I have still not talked to the manager who was supposed to call me back. There are a lot of drivers from his company that stay at Best Westerns all over the country. I would think that you would have better customer service.

I was very disgusted by the quality of this hotel. First off, the bathroom obviously had not been cleaned because there were used soap in the shower and the plastic shower mat was thrown on the floor in the corner and there was hair in the shower! I did not notice this until I got into the shower and I was furious! I tried to call down to the front desk numerous times and they never answered! I went down and told them I wanted it cleaned and they said they would make sure. That night when I went to shower, the used soap and hair was still in there and the plastic mat was still in the corner. I asked if there was another room and they told me that the hotel was booked so they couldn't do anything about it.

Later that night, I wanted to order room service and once again, I called and called numerous times to room service and the front desk and no one answered! I sent my son to order and no one would help him. Finally, I got someone on the phone and placed my order. The food came and it was burnt! I couldn't believe it could get worse! Well, the next morning, we went to go and eat at the onsite restaurant. There was one woman working and we stood and waited. She looked at us about three times and never said a word, so we just took our business elsewhere! There were a few other things like the majority of the vending machines did not work. The hotel grounds looked unkempt and had caution tape in a few areas for maintenance and it was unsightly.

Also, the noise was horrible. I overheard another customer complaining about it too! I could have lived with the grounds being unkempt and the noise, but the rest of the issues were too much. I was on vacation with my young son and I had to go out and buy Lysol to spray in the bathroom and sanitize it myself! That is not something I should have to do at a hotel! When I complained, the manager said they would give me 30% off one night if I book with her directly for that hotel location! I thought that was a slap in the face and after staying for 2 nights, I at least felt I deserved one complimentary room at another Best Western! I think that the good Best Western reputation is tarnished by this location.

On February 26, 2012, we stayed in the Best Western Hotel in Navojoa, Mexico and we have stayed there several years in the past on our way to Mazatlan, Mexico. This time, when we went to shower, there was no hot water (not any warm water either). After taking a very cold shower, I dressed and went to the office to complain and wasn't offered any satisfaction. I feel like for the amount of times we have stayed in this hotel, we deserve a refund or a certificate for a free night. Please reply to this email and let me know how you are going to compensate me.

I'm booking rooms for wedding guests. I called and talked with Emily on Saturday, March 31 at the Best Western in Lansing, MI. She obviously did not know what she was doing and she soon put me on hold to get answers. She kept saying okay over and over. She said she was the only one there working. She put me on hold for 15 minutes and she finally hung up. I called back and it rang and rang. No one picked up. I called again. After many rings, Emily finally picked up. She didn't "remember" putting me on hold and had no explanation for not picking up. I needed three rooms. The long and short of it is that she flat out lied to me. She told me that room 473 and 377 were on the same floor. We questioned her on this, too, as this sure didn't seem right. She told me I had reserved a room with a queen and a hide-a-bed for my two single girlfriends who I told her would not want to sleep together. It's a room which turned out to be only a hide-a-bed. She gave me the same confirmation number for two separate rooms which I caught, but she didn't. If I hadn't caught it, we would be without a room.

I asked her to send me written confirmation and I made her take my email. She said she would send me a written confirmation. I did not get a written confirmation as promised. I called the next day and talked to Tabitha. Tabitha said they had no record of my email address and that rooms 473 and 377 were not on the same floor. She told me the one room was only a hide-a-bed. My rooms were all wrong. She apologized. By then, all that was left were rooms with king beds. I told Tabitha I wanted to talk to the manager. She said the manager wasn't it. No one would be in until tomorrow. I told her I wanted her manager to call me in the morning. Tabitha said she herself would be in at 9:00 and would explain the problem to Michelle (the manager) who would call me tomorrow morning for sure.

You guessed it. No one called. I called back shortly after noon. Tabitha didn't even come in that day. Samantha answered and wanted to know what the problem was before letting me talk to Michelle. Finally, she put me through to her, but I got a full mailbox and couldn't even leave a message. I called back and talked to Samantha again. I told her the situation and said I wanted her to directly tell Michelle to call me. I waited and waited. No call. I called back again about 3:30. Same deal. Person wanted to know what I wanted before attempting to put me through to Michelle. When they did, I got a full mail box again. I called again and demanded to know corporate's complaint number. I did not get it. Instead, I got put on hold and then told there was no such number. Miraculously, Michelle was suddenly not busy and I was told that Michelle would now take my call but wanted to know all the particulars first. I said "no". I wanted to talk to her directly. I got hung up on. These people area a bunch of idiots! I'm livid. How do I get to talk to someone in customer service at corporate?

I called to make reservations for March 31 to April 1, 2012. When I made the reservations over the phone, I had five people in my party. I was told a suite would accommodate that many people but the rent for the night was for three people, every extra person would cost an extra ten dollars. I agreed and was quoted that the cost for one night would be at $174.00. Before Saturday, the 31st, I called to make sure we could pay in cash instead of using our debit card and was told it would absolutely be fine to pay in cash.

When we arrived and checked in, we were one less person, so instead of five people, we had four. We were told that paying in cash would require a fifty-dollar deposit and our fee was still $174.00 for four people instead of five. The price was adjusted to show that we paid for four people instead of five, but the total was still $174.00. It was explained that taxes and fees brought this price to that total. At the time of check out, we handed our keys in and was walking out the door when we were called back to the counter and was told that we still owed for another person.

When asked why, it was explained that the room rate was for two people and we had four. We explained that we paid for four people the night before and showed our receipt. The customer service representative said she had a note that we still owed for another person. Even trying to explain that we already paid for the four people we still had to pay for a fifth. I will not be staying at the Best Western anymore and will indeed do everything in my power not to stay at another Best Western at all.

Deplorable Customer Service - On 25 March 12, I booked a room through Hotwire.com for the Louisville, Ky area. The result of my inquiry resulted in me booking a room at what was labeled as a 3-star rating at the Best Western located at 921 Bishop Ln, Louisville, Kentucky, 40218-1901, US. If you peruse the photos located at **, you will see some fabulous photos of two types of rooms, as well as the fitness center and the pool, as well as the lobby area.

In the last twelve months, I have traveled by vehicle over 7,000 miles, typically stopping every 400 to 500 miles for 1-4 nights. My children and I annually travel or road trip averaging similar distances. Since approximately 2008, I have utilized Hotwire.com for the majority of my lodging needs. For the most part, their representation of the rooms I have booked has always been approximately 99% accurate. On Monday, 26 March 12, my two boys and I arrived at the above address, after close to 8 hours in the car. Driving up, this facility looked no different than an Econo Lodge. A little frightened, we drove to the front door. This scene was much more appealing.

The pictures located in the link above of the lobby and sitting area do share a resemblance. Of course the pictures do make the area appear much larger by comparison. We were checked in by a manager named **, who was standing behind the desk, appearing to be smoking a cigarette. Upon close observation, this was one of those electronic cigarettes, however still equally unprofessional. During my entire check in process, he did not let go of this cigarette at all. This facility would do well if this manager no longer represented this company. I have never had staff treat me as condescending and disrespectful as he treated me.

My youngest son is on medication that is administered by injection that requires refrigeration. He has a defect in his pituitary gland, located in his brain that does not allow his body and organs to properly grow. He is required to be on this medication, likely for the rest of his life. This medication typically runs approximately $3000 to $5000 a month. In all of our traveling since he began this medication (August 2010), we have always had a refrigerator provided to the room upon presenting his prescription at no additional charge. When we first traveled shortly after beginning this medicinal regiment, we were informed by several different hotels that it would be illegal for them to charge me for use of a refrigerator when it is medically required.

I was given similar information by our doctor as well as several of our support groups. ** stated that he have never heard of this and told me that consuming the use of a refrigerator will have a charge. That it did not matter if I were consuming it for the necessity of food and beverages or medical necessity. I asked to speak to a supervisor. He informed me that he was it, that there is no one I may talk to. I told him that unless he was the owner, that I would like to talk to his supervisor. He replied that he refuses to bother them on their off time regarding this matter and that if I want to, I can utilize the staff refrigerator in the office or I will have to pay for the use of one if available in my room. I asked for a phone number so I can contact them.

** finally stated he would call and entered the office behind the front desk. I stated I would like to speak with them. He returned later, and stated that he phoned his supervisor and the result was the same. I have no proof of whether or not this is true, I did not see him on the phone. My opinion is that he did not call anyone. I paid for the refrigerator, because as I said, this medication costs typically $3000-$5000 a month and I did not want to risk leaving it in the staff refrigerator and it did in fact require refrigeration.

** had already taken my credit card for incidentals. He began demanding my card once again, claiming that he needed to re-enter my information for this rental. I did not understand why, when he already swiped my card. This concerns me. He stated if I do not provide him with that card again, he will have to write my information out on paper to re-enter on a different screen. Once again, this does not make sense. My credit card information was placed in the system for incidentals, is the use of a refrigerator an incidental? I am pretty sure it is, so why did he really need my card a second time?

This check in process had taken close to 30 minutes. I was ready to leave and take my business elsewhere. ** laughed at me and told me that that is fine with him, stating that regardless if I stay or left, that he would still win because they have my money either way. I paid for 4 nights. As I mentioned above, I have been using Hotwire.com since 2008, this is the first time I have ever had an issue with any of the hotels I have stayed at, or the complete and utter disrespect by a hotel staff member.

So irritated at this treatment, I continued checking in, informing ** that I will be writing this letter, not only to Hotwire,com, also to Best Western corporate offices as well as to my support group of other families dealing with similar issues as my son does. As we were leaving the front desk, he continued on and on about how he won, laughing at us as we made our way to the elevator. We could still hear him laughing as we entered the elevator. So, we entered our room. This is where in the pictures, in which the comparisons did not exactly agree.

Wall paper was bulging and seams were separating, ripping near the AC unit. The television had holes in it where buttons should be and only 2 of the 6 dresser drawers were able to open. I have stayed in 1 to 2-star hotels that were better maintained. The room was labeled a non-smoking room. Aside from the fact that there was a sign stating this, as well as no ashtrays in the rooms, the room still had a stale smoke smell lingering. I mentioned this to the women working the desk on the morning of 27 March 12. They told me that they will have someone look at the dresser and the TV. As far as I can tell, no one did.

On 27 March 12, we decided to partake in the free continental breakfast. The food was old and stale. What was unprofessional was sitting next to the coffee bar was a tip jar. For what, I did not understand. The woman that was replenishing the food was doing just that. She was not serving us, she was not clearing our tables. She just made certain that the small area was clean. She was just doing her job. There is no way she could have been quantified as a server and thus paid server rates that required a tip to make up the difference. In all the hotels we have stated in over the years, this is the first time I have ever seen a tip jar in the breakfast area.

We went out and about the rest of the day, returning approximately 7pm that evening. ** was on duty again. We picked up Pizza Hut to bring back to the room with us for dinner. My son went downstairs to request a few paper plates, remembering that there were some in the breakfast area that morning. My son was told that the plates were not available and that this Manager had no idea where any would be. They had them available for the free breakfast. We stayed that night, and checked out immediately the next morning, cutting our trip down by two full days. This was the worst hotel I have stayed at.

As we checked out, I requested a receipt. Considering that this hotel did in fact charge me for use of a refrigerator I should have a receipt of this. They told me that they do not give receipts to people who make arrangements through third party sites. I mentioned that they did charge me for the fridge for my son's medicine and therefore should have a receipt of this charge. The woman working on the morning of 28 March 12 told me that there was nothing on my room for any charges, telling me that they do not charge for refrigerators when needed for medicinal reasons.

That concerned me even more. Why did ** need my credit card, not only once, but twice, making a fuss out of this refrigerator rental charges? I am looking at my credit card receipt and there is in fact a charge for $10 for renting this refrigerator. So, which one is it? Is there a charge, or is there not a charge? As of today, 31 March 12, that charge is still there. I found this hotel experience to be one of the worst, and this facility would do well if they relieved ** of his position.

On March 28th, we stayed at this hotel. About 9AM on the 29th, I called for checkout time. I was informed 11AM. At this time, I requested a late checkout and was asked if I was a member of their rewards program. I stated that I might be. I then stated that I was just asking for one additional hour or to check out at 12 noon. I was informed over the phone that if I wasn't, that I would be enrolled and that It was okay to check out one hour later. During this time and the time before we checked out and even though I had a no disturb sign displayed on my door, my door was knocked on 3 different times regarding checkout by staff. The first time I informed them, a female voice stated, "well they didn't call me". The other two times, they didn't say anything.

We left the room at 11:55 and out of hotel by noon. In checking my account, I noticed a charge of $100. I called and was informed that it was for damages. According to them, there was a towel stuck in the toilet and the toilet overflowed. I then went to the hotel and talked with the manager. I informed her that we didn't do it and she proceeded to tell me that we checked out at 1:45PM. I told her that she was wrong and that obviously it had to be a staff, that we checked out at noon. We didn't have to check out, it was paid on Priceline. She stated to me that she didn't appreciate me accusing her staff and I told her that I was 17 years law enforcement retired and didn't appreciate her accusing me and charging me $100. She never even asked me to see the damages.

After going back and forth and after my request to call the police so I could file a report, she decided to refund my money. I am sure that they have done this to others and gotten away with it, and this is where I have a problem. I am not going to mention that I am a black male and my partner was a white female. The staff who was at my door or doing the rooms was a black female. There is something wrong here if they are allowed to do this to consumers and get away with it.

This place was horrible. First I got there around lunch time from train so I am in my pajamas. Guess what? - I can't check in so I can't change or freshen up to do anything. I wasted 3 hours sitting around waiting to check in. I came in late Sunday night after walking around two parks of Disney World for 14 hours and can't get into my room. I have to come down and stand in line to tell the desk clerk and he said, "Oh well, your were supposed to check out this morning," so they just locked me out of my room and never tried to contact me.

I had to go up to my room and find my paperwork stating the correct check out date and bring it back down to the desk. The guy just looked at it and said okay...no sorry for the inconvenience or anything. I got back to my room to notice that nobody bothered cleaning my room or giving me fresh towels. The next day after checking out, I asked for the manager. He was just as rude as the guy the night before and said, "Well you signed a paper when you checked in and it had the date of check out on it." Horrible customer service. I will never go back to this hotel nor will I recommend anyone.

Checking in was ok. I was there on business and also a family emergency. I checked in to the room. I couldn't access the internet. I called the front desk and they were no help. When I made the reservation, I specifically asked if they had internet. They said yes. Then, I left the room to see family as my father is ill. When I returned to my room about 12:30 pm, there was no parking anywhere. I went in the office and asked the night clerk if he had any suggestions as to where I could park. He was rude and responded by saying if you had not gotten back at 12:30 at night, you wouldn't have a problem parking. I at that point advised him it was not his concern what time I got in. He started yelling and yelling at me and told me to leave his motel.

I asked him to speak to a manager. He refused to help, so I found a number and called a manager myself. She said it was late and she couldn't do anything and said speak to her in the morning, which I did. I felt she really didn't listen or care. I feel customer service is very poor there. I work for a large bank and I always listen to my customer's concerns. The night clerk was named Michael. I feel he could possible have PTSD the way he reacted. He could have said he was sorry about the parking situation. The manager was no help either.

I made a hotel reservation online at HotelPlanner.com to stay at the Best Western Rain Tree Motor Inn in Ada, Oklahoma. The sight that had the information about the hotel said that they were pet-friendly. When I arrived at the hotel, the clerk told me they do not accept pets and that they had not accepted them for over one year. I told her that the site that they advertise on said that they did. In fact, they had a picture of a puppy saying "pets welcomed". The clerk said I was mistaken. I sat down and found the site for her. She called the manager, he said he did not have to honor the advertisement due to it being on a third party site and they did not keep the advertisement updated. The manager said that I should have called the hotel to make the reservation to get correct information. He also said I could pay a $20.00 fee and a hundred dollar deposit if I wanted my pet to stay.

I asked, since the arrangements were not what I had paid for online, if he would reimburse me for the room and not charge me the $25.00 for not giving a 24-hour notice of not taking the room. He said no. I called the Best Western home office. They agreed that they would not honor their advertisement by third parties on the internet due to them not keeping the information updated. My question is, if Best Western doesn't stand behind advertisements they put in place for Best Western, then who does? They receive the money that comes from the advertising they have put in place. If the online site does not represent Best Western correctly (and they are aware of it because the clerk at the hotel said that it had been an ongoing problem with the online advertising sites not keeping the information updated), then why are they advertising through the online sites? Also, if they are not responsible for advertisements bearing their business name (in this case, Best Western) then who is?

I expect full refund due to no television as a result of management neglect. I could have gone to any motel in town but chose this motel because of past history with Best Western. Give me a broom and the access to roof, and I will clean snow off the receiver if this is the problem. Also, the staff when contacted, does not see this as an issue. I beg to differ, as I am forced to work away from home and would like some respect!

On March 1, 2012 we stayed at this hotel. We did not arrive until late (around midnight) and if we would have arrived earlier, we would not stay at this hotel for one minute. Our room was filthy the furniture, carpet etc. The toilet would not flush, I had to remove the lid from the back of the commode and lift the insides to flush this toilet.

We originally had reservations for 3 days as we were attending a function in the area. We checked out early the next morning and I voiced my concerns to the desk clerk who was very polite and apologized for the inconvenience and said we should have complained when we checked in and they would have given us a better room. If a better room was available, we should have been given the room in the first place. Rest assured we will not stay at any Best Western Hotel ever again. We have some points, feel free to give them to some of your customers. Also remove my name from your business.

Their hotel is pricey. This is my bill from the Best Western Courtesy Inn at 1070 W Ball Rd. Anaheim, CA 92802 (714) 772-2470.

Grand total with all charges $545.17

I found a better motel for $49. They have a tiny parking space, a cold pool, and serve sour milk. The guests are noisy, the chairs in the room are bad, and they have a short breakfast menu.

Best Western Hotels advertises a low-rate guarantee. I found a lower rate on a public website and booked with Best Western as instructed by the customer care agent. After filing for the rate match under the low-rate guarantee, I was called by "Kimberly" who informed me that the public website price would not be matched because Best Western offered a lower price on its website for a smoking room.

Terms of the guarantee state: "must be for the same hotel, dates, length of stay, currency, number of guests, and similar room type." Best Western considers a smoking room and a non-smoking room to be similar room types. I feel that this is false advertising and that Best Western should discontinue the low-rate guarantee, if Best Western does not intend to follow the policy.

I booked a room at the Hotel California 580 Geary Blvd San Francisco, CA through AAA Travel Services for Jan. 29, 2012. When my wife and I arrived there, the doorman/bellhop didn't arrange for our luggage to be taken to our room or anything else that an arriving guest of a supposed 3+ star establishment would expect. The clerk didn't do anything except take my money and hand me a key. Maybe the staff was having a bad day? Other than that, I'd say they're at the very least over due for customer service training. Best Western used to stand for quality, what happened? I reported this to AAA also as they overrated this place too.

On Feb. 1, 2012, at approximately 8:30am, my brother and I went down to get breakfast. There were at least 8-10 other people in the room having breakfast. My brother and I are African-American and the room was filled with elderly Caucasians. I noticed that the lady who was putting out the food was watching us. Patty, the front desk clerk, opened the door from the office and looked around the room. She singled my brother and I out and asked us if we were guests and what room we were in. I was very upset and embarrassed by this. I asked her if she was serious and she said yes. I told her when I finished getting my breakfast, I would come to the front desk and tell her what room I was in. I was not going to tell her in front of the other guests. I went to the front desk and asked her, "Why did you do that? It was wrong to ask us in front of the other guests". Patty said, "I can understand how you feel, but we have people walking in off the street and people sitting in the reception area with backpacks on". We did not have backpacks on and we're not sitting in the reception area. I also told her there was a way to ask us instead of doing it in front of others. She could have asked to speak to us when we came out. Apologizing after I gave her our room number is not acceptable.

If this hotel is having problems with people coming in off the streets, they should have a security guard. I also felt that it was rude for the GM, Brett ***, to come to our room to speak with us and not invite us to his office. My mom and I always stay at the Best Western and to be treated like this is not acceptable. Mr. Brett *** asked us if we can come up with any ideas to help them in the future because this was an eye opener and a new learning experience for him. He told us that he had informed Patty that she has behaved inappropriately. I believe that this was a racist move on her part because she considered us to be black and homeless. The GM told us that she has black friends -- we cut him off because I get sick and tired of hearing people say 'we have black friends' every time they do or say something wrong. I will never stay at this place again for that reason alone. My mother asked the GM to show her some pictures or videos of people coming in off the street, but he didn't show us anything. The GM asked my mother why she was in town, but that should not have made any difference. The GM offered my mother 16,000 points for another room -- I guess for us to go away and be quiet. A night's stay does not erase the embarrassment and humiliation.

My first morning there, I left to go get breakfast and I did not see your sign at first. I took my food back to my room finding my suitcase unlocked as well as a shirt missing, possibly worth $10. I reported it to the police. They did not do anything at first. They came back later because they said they viewed the tape and nothing was on it. The next time I came into my room because I went to an assembly at Woodburn. I went to make coffee and the back of the coffee maker had water in it. These people behind racketeering want to devalue you mentally physically and financially.

I questioned the police if it was them because I went to Radio Shack and ask them for a blocker. They said all he knew of was that they could block cell phones from being used at school. Due to this high tech crime of medical field attachment that is connected to Orwell 1984 and there is a police attachment as well which is mandatory reading in nursing, organized crime with implant through dentistry and doctors surgery of all kinds with receivers. They want to control people in every way even denying marriage due to this invasion of privacy. That is illegal as well as other issues that make it more difficult. I object to it. It is not freedom.

Organized communication is a part and divination as well is practiced with some even going as far as acting out deeds. When I couldn't get back into the room, the one Mexican girl helped me mentioned elementary. I have come to believe this word is connected to a scripture in the Bible. Some are carried off as prey by the philosophies of the elementary thing that have been taught as of first. Prey is food. I asked her why she said that. She did not respond as to it when I ask the second time when she and the manager had to come back to my room and let me in on that Sunday morning.

I mentioned to the manager as to a complaint and she gave me your pamphlet. I then explained I was originally from Hillsboro where the population is 50% Mexican. There are a lot that have receivers, as I have had. This is connected to organized crime and is illegal. It is not a good thing. They used them for a language barrier but it also is used in racketeering. Many have them and think it is okay the way it is suppose to be but it is illegal. They are hard to get rid off. Its against one's privacy. And it is not freedom.

I tried to use your 2007 Word. It would not bring my medical x-ray pictures up on it. They are of some of my marker. I questioned why and asked for help from the manager. She said it was a blank tape. It never would download . You could not hear it. I found the hotel towels the way they are folded very exquisite and the food was good, two out of three to the biscuits. The rest was great.

I had to walk to my assembly at Woodburn two and a half miles due to there are no bus service on Saturday. It was Washington Circuit this weekend. I am thankful I had enough health at this time to make it. For over three years, I have not been able to attend due to it. Thank you for my stay. It was a nice walk to the country and I was refreshed due to it even though I had issues . I was followed there. They let me know with the use of electronic voodoo. I had issues in my room as well. They are sex offenders.

I booked a room at the Best Western Lake Buena Vista Resort Hotel. It's my first time ever staying at a Best Western. I paid $103 for one night same as I would pay at the Crown Plaza Hotel for one night. I found hair under the covers on the sheets. Stains on the bedspreads. Mold in the shower and the on/off was broken so it took me 10 minutes to turn on the water. It was late when we got in so I told the front desk when I checked out and all I was told was sorry. The manager sent me an email saying sorry on behalf of his team and hoped I would stay there again so he could give me superior service.

Well, let me tell you, it was the first and only time I would stay at Best Western ever again. I paid for superior service the first time and got the dirtiest room they had. I could have stayed at Crown Plaza for the same money and I would have received superior service the first time. I will tell everyone I know to stay away from Best Western hotels. They do not care about people coming back. They got a zero rating from me and I also informed Disney not to recommend that hotel anymore. I stayed in Disney all the time and that is my worst experience I have ever had in Disney property.

We had a very bad experience at the Best Western Premier, Grand Squire Inn in Grand Canyon. We booked online before we went on holidays through booking.com for $109 for the night (confirmed and credit card details provided). While we were on our holiday and before we got to the hotel, an email was sent by booking.com advising the room rate had been increased to $129.

We did not agree to this and only found out about it the day prior to the accommodation. We wrote to booking.com who advised us that it is the hotel that charges our card and that the hotel would only charge us our original rate. When we booked in, we asked the check-in staff what rate we were being charged and they would not advise our rate but told us it was already covered. At checkout, we found out that the price being charged was the higher price that we had not agreed to.

We asked to speak to the manager at the hotel who took a phone call but nearly half an hour later was, "in a meeting and could not speak to us". I left a message asking her to contact me and she did not. We have just got home to find that our Mastercard was in fact charged the higher price by BestWestern 9 days before we had even arrived at the hotel to check in. I would not have brought this up but given the very poor quality service, in addition, the shower soap in the bathroom was empty, the coffee machine was filthy and the airconditioner was louder than the runway at the airport on the way out.

The breakfast was also very average and the coffee cups were dirty as well. Whilst we had stayed at Best Western hotels prior to this on the trip, the Grand Canyon Squire Inn was the last Best Western hotel we will ever stay in. Nice work Grand Canyon Squire Inn.

During check in, the hotel informed that in order to park at the hotel, I had to use their valet service. In order to use their valet service, I had to sign a waiver. You can guess what happened. The valet crashed my car into the garage door. The valet claimed the ramp was too icy and the fact that I did not have ice tires cause him to crash. Upon inspection of the ramp and extensive damage to the door, it was obvious to me and the police he was likely driving too fast for the conditions.

Because I signed the waiver, the hotel said they are not responsible and the insurance company cannot do anything. I am now stuck with a large deductible. To make things worse, I had to argue with the hotel staff for 1 hour so that I did not have to pay for the parking. They tried to make me pay them to crash my car. I received no other compensation and have been threatened with legal action be the hotel after giving them a very bad review. I did nothing wrong other than trust them.

We reserved a room with 2 beds that was supposed to be ADA compliant. When we arrived at the hotel, we were told that they only had a room with one bed and would have to pay extra to get a roll a way bed or not get an ADA room with two beds. I called corporate and was told all that could be done was that I could pay extra or the hotel could cancel the reservations. The hotel refused to cancel the reservations. They also did not have ice where you could get to it in a wheelchair. The bottom line is you either have to pay extra at the hotel or go to another hotel and pay for both hotels.

I made a reservation on October 23, for November 25. When I found out we couldn't keep this hotel reservation, I called to cancel to the hotel directly, and they said I was all set weeks later. They charged me anyway, and when I called to tell them of the error, I explained I work for a government agency, and I called from work to cancel, and was told by the manager that I needed to prove it. Well I was honest, and told her phone records are not at my disposal, and I could not provide anything, but the date and time.

She refused any conversation, and hung up on me. When I called back to get corporate, she again refused and hung up on me. My bank can't help me without the hotel agreeing. I am not able to provide them with this record, but I did call to cancel, and now I am out $200. The manager then phoned me to tell me not to call the owner or corporate, or I would be in trouble. I lost $200 that is needed to pay for medical expenses.

They have good location. It looks good from outside. But the minute you walk in the room, the smell hits you. It's an old moldy smell which they tried to mask with an overwhelming amount of air freshener. The bathroom is the size of a small closet. The caulking is falling off the wall. The grout is moldy. Best Western used to be a reliable chain. They have gone all the way downhill. I wish I could download pictures of the bathroom!

This hotel seemed nice at first. I checked in and got to my room, but there was a terrible odor of mold. I alerted the young woman at the front desk who stated that the hotel was booked solid and there weren't any other rooms available. I understood and was just going to be staying the evening, so wasn't too concerned. Today, when I check my credit card statement I saw a large charge from them. When I called to inquire what this was for, I was told by the manager, Rdonn, that it was for a cleaning fee as I had smoked in the room.

Not only have I never smoked in my life, I am allergic to cigarette smoke. The manager became rude on the phone and refused to refund this fee. I asked him for proof, but the only thing he could offer me was a policy they make you sign upon check in that lists a fee for smoking in a room. I don't know what planet he comes from, but that isn't proof I smoked in the room. The fact that they never even called or sent me a letter explaining the charge proves they are trying to scam their paying customers.

I now have to take my valuable time to rectify this. The manager would barely even listen to me without speaking to his manager. If they want to charge someone, they need to be able to provide proof, which they cannot do. I will never stay in a Best Western hotel in my life. The image of this brand is scarred forever.

I spent the night on Best Western Pentagon hotel in Arlington, VA. The room was nice until I got to the bathroom and found roaches in it. I called front desk and attendant offered to change room. I had a senior 83 years old that was sleeping already and I declined. Front desk advised to talk with manager next day for which I agreed. Next day the manager was not available and was told he was going to call me. I offered the attendant to show the pics of the roaches and she said to wait for manager's call. Also I told her that all the toilet paper in the bathroom floor had a roach on it.

The manager called me the next day and told me in a condescending manner that I was lying, that his hotel didn't have roaches. I told him that I have the pictures and he said I was threatening and that he was going to give me 30% off the charges. I told him that I only wanted to complain to corporate and didn't wanted any money back. He went to tell me, "Okay,okay, i will give you 100% back." I told him that he was handling the issue in a non-professional manner. Suddenly the phone was cutting in and out and got disconnected.

I stayed at the Best Western in Highpoint, NC last April for business. This October, I also visited the area for business but chose not to stay at the old, musty, smoke-smelling (mind you, I asked for a non-smoking room) with a paper clip holding a piece of the toilet together which wasn't working properly (the reason why I found the paper clip inside the toilet tank). The hotel proceeded to assume that I was staying there this October visit, even though I never communicated this to the hotel whatsoever. They charged me on my personal credit card number (I specifically gave them for a different reason) for a no-show fee of one night stay of $140.94. This is absurd. I never booked a reservation nor did I think I have to cancel a reservation I never made. The Best Western is telling me that I can't get a refund on a card they illegally charged until I have a proof of cancellation. I didn't cancel because I never made a reservation!

I booked two rooms for two nights. When the billing came through I had a third room charge for the same amount. When I called I was told it was an authorization and would come off my bill in 5-7 days. When it continued to appear on my bill, I called back I was told I would be contacted to fix the problem and wasn't. After multiple ignored phone calls, I received an email about my response to a survey at which point I sent a response asking that the charge be refunded. I received a response email telling me, again, that it had been refunded and I would see the refund in 5-7 days. I have still not received a refund of the $171.28.

At this time I feel I am owed an apology. The manager has been rude, has not responded to numerous phone calls and emails, and refuses to process the refund. I should not have to go down to the hotel in person to take care of this; it should have been done already. I am demanding a minimum refund of $171.28, although at this point I believe I am due more for my continued efforts to take care of this grievous error.

I was a paying client of the Best Western Premier Shaftesbury Piccadilly Hotel, London on 25 to 26 June 2011. On 26 June 2011, in person and in writing to Prcis properties Ltd, Interchange and Consort Hotels Ltd, London Premier Hotels, and the Best Western Group collectively, I reported through the reception/management of the Best Western Premier Shaftesbury Piccadilly Hotel about the inadequate size and quality of room 109, the air conditioning unit, and the cleanliness of windows.

The matters were reported to hotel staff and was dismissed with, "I'd better write that down for someone to fix," or similar words. What was first offered in response to an initial claim was my indulgence in a second chance 80% projected fee on another unstated experience when, clearly, I was still angry and traumatized about the outcome of the first experience. This has added to my continuing distressed condition.

Over the past four months, I have made formal requests directly and in writing to the hotel to have my distress understood and some explanation for this claustrophobic, shoebox-sized room which was incorrectly described as premier, etc., a malfunctioning air conditioner; dirty windows, dingy exterior, and etc. This has not occurred, and the responses from hotel management have been inadequate, dismissive, and uncaring.

The hotel has failed to address my concerns as regards to room size and has retrospectively indicated only taking efforts to resolve the other issues outlined. I advise also that I will simultaneously make application to have any unresolved issues and outcomes made public at my discretion.

On Oct. 1, 2011, we stayed at the Best Western in Santee, SC. We were on our way to our winter home from MA. When we arrived, the front desk help was very rude. The girl didn't want to give us any information on the reward system. She told us that we had to go online to find out about it. We usually always stay at Best Western when we travel and have always found them to be more than satisfactory, so I thought if I joined the rewards program I would save some money eventually. We also asked her for directions to a restaurant we wanted to eat at. She told us to map quest it. The hotel was not busy and there was no other customers at the front desk. I also asked her what time the breakfast was and she told me the hours were on the door.

Our room was okay, except that the toilet ran. When we called about it, she said the maintenance people were busy and would get to it when they could. By this time, I was getting mad about her attitude. The maintenance man did not come so when I called her again, I was told "I already told you that maintenance is busy and they will get to you when they can". This was said in a very nasty way. The maintenance never fixed the toilet and they never called us. I didn't call the front desk again because she had the worst attitude I have come across in this industry.

We rented a room at the Best Western on Water St., in Port Huron Twp., MI from Sept. 26 through Oct. 5th, while we were having home renovations done. We were charged $55.00 per night and $110.00 on the weekend. Our room was non-smoking. My initial observation was: the lobby area, elevator, and hallways were extremely uncomfortable and hot. No air was in use. We were on 2nd floor, 2nd to last at the end. The carpeting was extremely stained and dirty. It was evident that it hadn't been cleaned in a long time. The first time I put my entrance card in the door, it would not work. I had to turn around, walk back to the elevator with all my baggage, go to the desk, and have the card re-activated (never even used!). I then had to wait for the elevator and walked back down the hallway to my room.

The very 1st thing I noticed was that the room although clean, smelled horribly of cigarettes. It upset my stomach. I am used to being around cigarette smoke, as my husband smokes, but never inside our home. This odor was overwhelming. We had no intention of sleeping at the hotel, only using the shower or tub. There was no way I could have stayed in that room overnight. There was a card on the dresser that said the room was non-smoking, and that there would be an automatic fee assessed to an account if there was any smoking. This did not make sense to me. Someone was smoking heavily in that room and it wasn't me!

I took a bath and climbed into bed to relax. Around 10 am, there was a loud knocking on my door. As I responded "just a minute" (not fully dressed), my door opened and a female yelled in that she needed dirty towels. The top lock was on the door, so she could only open it a few inches. But it was wide enough for me to see her and her to see me. I was infuriated. I paid for privacy. And at no time should an employee walk in an occupied room! I dressed and went directly to the manager. I advised him of the smoking smell and the episode of the "towel lady" walking in my room. He simply apologized. Later that day, my son went to the hotel. His room card did not work. He too had to walk back to the elevator with baggage in hand, go to the front desk, and have it reactivated. This issue happened on at least 10 different occasions. This was frustrating, as the hotel was informed of our extended stay.

The following day, a female employee came up to mes as I entered the hotel. She advised me that she sprayed freshener in our room. I asked her if it smelled like smoke to her. She said that she was a smoker, and yes it did smell like smoke. The only logical explanation is that the hotel employees did smoke consistently in this non-smoking room. My husband was only there 1 time and he did not ever smoke in that room. The room continued to smell heavily of cigarette smoke during our entire stay. The room was kept clean with plenty of towels available. But we were very dissatisfied with the inconvenience of the deactivated room card and the smoke smell. I am also upset that an employee would barge into an occupied room without permission. I paid almost $800.00 for our 9 night stay. I definitely feel this was excessive. We would not consider using Best Western Hotel again because of these complaints. There was never any suggestion or offer for a discount or adjustment. Thank you.

We had an awful stay at Best Western's Galveston, Texas location last month. I booked two rooms - one for my husband and myself, and one for my mom and my brother so we could all attend my Grandfather's funeral.

The entire stay was one issue after another with each room. Our room wasn't cleaned once in the 3 days we were there. There was no hot water in the morning to shower with. I was told they turned the hot water off when the hotel wasn't busy. Apparently, my money isn't good enough to deserve hot water? My mom's room was signed for by someone named "Amy" and it took half an hour for them to locate an open room. They were given a room with only one king bed, when I booked a room with 2 queen beds, so my 6'-2" brother had to sleep on a couch. The AC was not on when they got to their room and never completely cooled the room down. In Galveston, you should never turn off the AC or you will get mold, so I can only imagine what is inside the walls of this hotel. They tried to charge us $200 for a pet that was "undisclosed", when the lady checking us in never mentioned pets. The dog was standing right there at check-in and we walked him at least three times a day past the check-in desk, so it's not like we were hiding him. We had never been given nor had we signed a "non-disclosure" document so they, luckily, had no leg to stand on with this argument.

On top of all that, they overcharged us $126. I finally had to call my bank to dispute the charge because, nearly one month and numerous phone calls to customer service, they STILL have not refunded our money.

The manager at the Galveston location, Ankur, lied to customer service on several occasions about contacting me to rectify the situation and Andre, the customer service manager, has a serious attitude problem. Four of the people I've spoken to at this company thus far should definitely not be in the hospitality industry.

What do you think they have offered in return for 1 month of my trouble? A free night's stay before January 2012 at their Galveston hotel. Um, I'm sorry, no. Besides the fact that I'm pregnant - due February 1st 2012, and won't be traveling much in the near future, I would never stay at any Best Western again.

I stayed one night at Room 106 of Best Western Inn and Suites of Bend. The whole room had a strong mold/mildew smell. The carpet felt wet to my feet. The room had poor lighting and one of the beds had a horrible sag problem (springs were shot). The interior had a 60's era decor. When I told the receptionist that the room smelled, she got defensive and told me it was the disinfectant. When I told her I know the smell of mold & mildew and that was it, she told me I was the one with the problem. Instead of telling me that they'd look into the problem, the receptionist preferred to argue. I was never informed upfront when reserving the room that there was an odor problem.

We checked into the Tacoma Dome Best Western around 9pm. When we closed the curtains, we noticed a crack in the window, but didn't think much of it as the hotel was not in great condition. It was late and I was just concerned with putting the children to bed.

The next morning we ate breakfast and left by 10am. Three days later, we noticed that we had been overcharged by $407 on our credit card. We called but we're unable to reach the manager, TJ **, but we're told it was for the replacement of the window we broke. We explained it was broken when we arrived. We have tried repeatedly to reach TJ ** and all he's ever responded to is an online survey through the Best Western site, saying that's how much the window cost. We have never received any invoice for the window, copies of his claim that it was us that broke it, or even a chance to talk to TJ ** as he's always "unavailable".

This one-night trip was a splurge for us and we don't have the money to pay for damage we didn't cause. And corporate Best Western is unwilling to get involved in any billing issues.

I just got off work at about 5:30 this morning and went to check into my room. I was screamed at and cursed by an obviously mentally unstable clerk. All I did was ask for a certain room, was told it was taken. The clerk then proceeded to curse me and scream at me till she was red in the face. Then she threw the paperwork at me and told me to get the ** out. That is unacceptable.

My sister and I went gambling at the Casino Brighton and decided to stay the night. We chose the Best Western in Okeechobee after passing many hotels. Because of their reputation, we felt safe and expected it to be clean. The room looked fine but when we entered the bathroom and saw three cockroaches, we immediately called down and talked with the front desk. She informed us that they had sprayed last week and was willing to put us in a downstairs room.

Why a downstairs room would be better is beyond me. As I was talking with her, another roach was crawling in the bedroom. We packed up and went down to the lobby. She said that she was sorry and gave us our money back.

We then had to drive home in the middle of the night and we were very disappointed.

My room was broken into and my laptop, GPS, camera, money, and 9mm pistol was stolen while I ate breakfast in the hotel lobby. After filing a police report, I was told that this has been happening here, but no one mentioned it when I checked in and nothing has been done to prevent this from happening again. This is serious and needs to be addressed. I will be posting my experience on websites to warn others about this situation, with the hopes that the management will install cameras and try to do something about this. At present, they could not care less.

We stayed at the Best Western in Winnfield on Monday night and were very dissatisfied. We were told that the hotel had a 24-hour restaurant, room service, and work desks. When we got into town, we had a lot of trouble finding the hotel because the sign was not lit up.

Upon arriving, we found out that the restaurant had had a fire, so no restaurant, no room service, and no ice machine. The only work area in the room was from the bed because there were only 3 outlets in the room: one in the dressing area, one beside the bed and one beside the other bed.

We had to unplug the clock to use our computer. The clerk, although very nice, was not versed on which restaurants were open and which were closed and even sent us to one that was closed.

All in all, our experience was terrible and we would like to be compensated in some way for this mishap, which was not our fault.

We arrived at 1:00 AM to check in, got to our room, put our kids to bed, and then kicked off my shoes and socks, only to have my feet stick to the carpet. It looks like they never clean this rug. There are big stains all over it. I then go to use the toilet and the handle is broken.

I would have asked for a different room if it had not been so late and my kids were already sleeping. So, in the morning, I complained to the desk clerk, who had a smirk on her face the whole time I was complaining and then laughed when I asked for a discount. I then asked for the manager, told him my story and he says we cannot give you a price break until the room is inspected. Then he promised me he would contact me the same day to let me know what they found out.

I never heard back from him. I have called 12 times now and left messages with no reply. The manager's name is TJ **. I will never go back there.

I have booked an accommodation in Best Western Plus President Hotel at Times Square for for September 1-3, 2011 (1 room) via Best Western website from Prague, Czech Republic. The reservation comes with my flight ticket from Prague to New Jersey and New York (via Lufthansa Air Lines). However, due to the Hurricane Irene warning my Business Conference in New Jersey and New York was postponed and moved into a new date -- 13th-Sept to 16-Sept. Accordingly, I have requested for the date change of my flight and accommodation. All service providers accepted the change request with/without change charges, except Best Western Plus President Hotel at Times Square. Best Western help desk representatives and I have (for 5 days via Phone and Email) tried our best to explain to hotel manager, Mr. **, the reason for date change. However, Mr.** stick to his ground saying, "You have booked via Internet. The hurricane is coming on Sunday 28th-Aug and your booking is on 1st-Sept, so I will not accept the date change request and charge you the full amount of $480". I can understand that Hurricane Irene may not hit New York, but when my Business Conference is postponed and if there were no flight traveling to New Jersey or New York on 28th-Sept, I cannot enter and stay in USA. I never asked the hotel for cancellation. I have only requested for date change due to unexpected situation.

Exact wording from booking confirmation e-mail: "Cancellation Policy: This reservation cannot be canceled. " It was not mentioned that I cannot change the dates (or I just don't understand this clause or English).

This is my first trip to USA, but it was ended with bad memories. This is my first booking in Best Western Hotel, and will be the last one too. In case you are able to help met, I will be grateful. Otherwise, I hope this will not happen again in the future with anyone else. Thank you.

Sudhir **

Hurricane Irene was getting ready to hit the eastern Virginia area, from Virginia Beach to Richmond. We stayed at a Best Western by the Richmond Airport. My cousin works there and I received a discount on the room. However, I still paid $100.00 for two nights, which I really didn't have by being a single mom. My 15-month old son was with me as well as my mom and her fiancee who stayed in a separate room. We were coming from Newport News and Williamsburg to get away from the hurricane which wasn't expected to be as bad in Richmond.

The power still ended up going out on the second night and the hotel had no generator. The hotel was pitch black and the emergency lights only stayed on for about two hours. The hotel was hot and dark. My son has eczema and when he gets hot and sticky, he would be very uncomfortable and he would start scratching uncontrollably. My mom and I had to sit by the door downstairs just to feel the air circulating. There should have been a back-up generator during this time of a disaster. And there should have been lights in the stairwell. There were none. It was so dark we couldn't see our hands in front of our faces! It was so dangerous, and we were on the 4th floor.

I will never stay at this hotel again during a storm where the power has the possibility of going out. The owner needs to invest in a generator and the lights need to be working. The hotel was at its capacity that night and it was miserable that I couldn't wait to get out of there.

I called for a room due to the hurricane that hit the East Coast. I was told over the phone by Gail that a room was available for $109.00. When my wife and I arrived 20 minutes later, we were told that those rooms were not available and that we would have to pay $139.00 for a room. Then Harry asked, "Did I mention the $30.00 security deposit?" They took my information in the process of this discussion.

My wife and I left without staying at this establishment. We proceeded down the road to the Holiday Inn Express, where we were treated fairly and professionally by the hotel staff. We were charged $92.00 for a very pleasant and relaxing stay. When we were already settled in our room at Holiday Inn, I received a phone call about three hours later from Best Western. I was asked if I am still going to check in there. I told the caller I would not be, and would be filing this complaint with the company. I feel due to the fact I was a victim of a disaster that I was a victim of Best Westerns unprofessional staff, and was almost taken advantage of.

Besides not having our room ready when we got to the hotel at 3:00pm, which was to be ready by 2, I accidentally left my necklace in the room upon leaving our stay. I called within an hour to inform them and tell them what it looked like. I asked if they could check the room. I was called back and told they could not find the necklace. I proceeded to tell her exactly where I left the necklace. And then, I called back again in the afternoon to see if the cleaning staff had yet to find it. I was told it was not there. I remember where I left it and double checked all my bags when we got home (1,000 miles later) and I don't have it. They seem to have been understaffed. Now I'm questioning the honestly of all the employees, since I know my necklace was still in the room and no one has "found" it. I'm very disappointed. And I will not choose to stay at a Best Western in the future.

On 8/23/11, my family and I traveled from Baker City Oregon to Newport Oregon for one last vacation with our children before school started. Round trip, we traveled 1000 miles to be able to stay at this motel on the beach. Upon arriving to our room, we discovered right away that our room was dirty. The door was filthy dirty. There was something running down the wall, something that looked to me like soda had been spilled in the garbage can. The tables were sticky with pop and one of the legs on the table was broken and crooked.

I went down and complained about our room. The head of the housekeeping said he would send someone up. We left so as not to make the housekeeper uncomfortable. When we arrived back, we noticed the only thing that had been cleaned was the garbage can, probably only because I made it noticeable, and the tables had been wiped down.

After our stay of two days, I went in to shower. Washing my hair, I looked up and noticed molds all over the ceiling which I took pictures of. This made me angry. My two children both have asthma and one of the two also has two different forms of eczema, causing her to break out all over her body. This was in no way good for any of us.

We ate in their restaurant. Their food was horrible and cold. The first time we ate there, they messed up our order and we had to reorder it and sit and wait. The second time, our food was under cooked. They took the undercooked food from us but did not replace it or take it off our bill. It was very hard to communicate with the people who worked there because most of them did not speak English.

I will never stay at that motel again. We spent $413.00 to stay at that motel, plus all our gas money to travel the 1000 miles for vacation. I have to say, it was the worst vacation my family and I have even taken.

As a member of your Loyalty Club and a constant visitor to this location, I was very disappointed when I checked into a room (251) that was marked as "nonsmoking" only to find out that the room reeked of smoke. It was so bad that my daughter did not stay with me on the second night. Our belongings had absorbed the smoke smell. I complained but they were booked solid. I registered my complaint again as I checked out only to be told, "Sorry!" I planned on several more visits this year and have already booked a room for May of 2012 but may have to reconsider my options.

In an economy like ours, I would think that you would want to encourage repeat customers, not push them away. Until this visit, I have been very pleased with the accommodations at Best Western. Perhaps, some consideration would be available? Thank you.

I have been to another Best Western Hotel in Milan. In my life, I've never seen a hotel like that. They have very bad service. They got no room boy in that hotel, just the reception crew (especially two Asians) who were very professional and kind. Also, there are no air conditioners and rooms are very ugly. Best Western chain is not a good hotel chain. I ask from you all, don't make reservations at Best Western.

I checked into a room at the Best Western in Athens with a free voucher. After five minutes of getting settled into the room, I got a call from the desk clerk asking to leave because I did not have enough points on my voucher to stay. I told the desk clerk that she checked me in, looked at the voucher and did not say anything about how many points I needed. Upon check out, the desk clerk had an irate attitude and also charged my card 101.79 for a night's stay. How can you be charged when someone has kicked you out of the room on the same day? I don't get it.

I contacted the Best Western complaint line and they seem not want to handle the issue. So if something is not done about this, I am seeking further action against this particular hotel. My advice to you is to never stay at one of these hotel. They are not what they make out to be. I am totally upset at this particular chain. I have always stayed at a Best Western hotel but under these circumstances, I don't think I will ever stay at another one.

My wife and I checked out of the hotel early on the morning of 7/10/11. We gave the desk clerk a sealed and stamped box of extra belongings and asked him to mail it back to us. He agreed. After not receiving the package in over two weeks, I called the hotel and asked them to check on it. I was told that the desk clerk couldn't find it so it must have been mailed. I waited one more week and called again, this time asking to speak to the manager. I was connected with a man named Mike. He told me that the regular mail carrier would not pick up the package as it was too big (a small box that measured approximately 12" by 12" inches by 8" deep). He waited another week and then took it to the post office himself. However, he mistakenly put it in the FedEx box rather than the U.S. Mail. When he told the people in the post office about his mistake, they told him that when FedEx opened their box and found that mine was in theirs, they would hand it to the post office. That didn't happen. Since then, I have called Mike several times to ask about the box but he has never had a satisfactory answer nor will he return my calls.

My personal experience with Best Western has always been positive and that was why I have booked our employees into this hotel on two previous occasions. The most recent stay, however, has been a comedy of errors.

As with the previous stays, we booked the room through Priceline.com; securing the booking with our American Express purchasing card. Before our employee checked in, I faxed the hotel a credit card authorization form (provided BY the hotel and we have the transmission form to confirm time and date). We provided all information: the form, clear images of the front and back copies of the card and the card holder's driver's license. The form was signed, dated and complete.

paid for it with my own credit card for now, and hopefully I can get reimbursed."

I immediately called the hotel to find out what was up and a woman who identified herself as Veronica told me that she could not find any credit card authorization. I asked to speak with Andreas. After quite a wait, she put him on the line. He also claimed not to have received my fax and asked me when I had spoken with him. Answer: the morning before. I asked him why he told me everything was fine if it was not. No answer. Veronica informed me that I could resend the fax or they would charge our employee's card. I sent the fax with the original transmission confirmation. To her credit, Veronica called me back to say she had received the fax. Silence. "And?", I said. "We'll charge the card," she said. More silence. "And?", I said. "Have you already charged our employee's card?", "We'll back that charge out," Veronica said.

After the first conversation with "Veronica", I asked to speak with her supervisor and got his voicemail of course. If he returns my call, I shall be pleasantly surprised but I won't hang by my thumbs waiting for it. In my opinion, "Veronica" and "Andreas" made two mistakes: Being deceptive to a corporate customer and being deceptive to a corporate customer who books travel for a daily newspaper that is part of the largest chain of newspapers in the U.S.

We arrived after a long drive with three children under the age of 5, and there was apparently some problem with the reservation (not on our end, on theirs). We spent 15 minutes at the front desk while it took three employees to muddle through the computer to figure it out. Not a single apology for the inconvenience, or the time it took to check in. The room was mediocre; it obviously needed repair to the walls and ceiling, and apparently, it is a work in progress (based on the signs posted). The TV remote was filthy, and there were hairs in the bathtub-- Disgusting. I don't expect perfection, but really, is a clean bathroom an unreasonable request? I had three children that had to bathe in that tub!

On our first night, we arrived late to the hotel. As I walked in the lobby, I was relieved to see the restaurant will remain open until 10 PM. I knew I would need to feed the children again. We went up; took baths (in the dirty tub), got jammies on, and at approximately 9:15 PM, I phoned for room service so, I could order a late dinner for the family. There was no menu in the room, by the way. I called several times, and no one answered. So, I had the kids get shoes on, and we took the elevator down - it was 9:35 PM. I walked into the restaurant area, and waited at the bar to ask for a menu. The female working behind the counter continued on with her paperwork, as if I wasn't there for a few minutes. Finally, I interrupted her and asked for a menu. She told me she stopped serving food at 9:30 PM. I asked why the sign outside the restaurant says it's open until 10 PM, all the paperwork in the room says 10p PM. She said she didn't know, but she's not serving anything. So, I then go to the front desk and asked - no one seems to know why it's closed, but it is. No apologies; it was no big deal to your staff, but BIG deal to me. I asked if there is anywhere else in the hotel I can get food for my kids, and they suggested the vending machines. I went to the vending machines, and they won't take my dollar bills. So, I go back to the counter for change and WHOOPS - no quarters. No apologies.

We visited the pool. While it looks beautiful, the tile flooring in the pool area is absolutely DANGEROUS. It is SO SLICK. We sat and watched both my two and four year old fall on it about half a dozen times, my five year old about three times. There is matting at one section of the pool; they would step off the matting onto the slick tile, and would actually get BURNED on the backs of their legs from the fall on the mat. The families we were visiting (also staying at the hotel) experienced the same with their children. SURELY, there have been multiple complaints regarding this tile.

Honestly, I would NEVER stay at this hotel again. For that matter, I won't stay at another Best Western. The accommodations were poor; the staff was rude and really could care less about providing good service. Not to mention the poo! Someone is going to crack their head on that tile, and then the Middletown Best Western is going to wish they had listened to the complaints they've received on it. Thank you. Josefina **

I stayed only one night but was billed for two.

I asked the hotel manager, Jared ** for a refund. Jared referred me to the Best Western's website. When I called the phone number on the website at 800-528-1238, they referred me back to Jared.

End of story, Best Western is refusing to refund the night I did not stay at the hotel.

I want to make a complaint about the management. I did not stay there, but I worked there for two days. I was hired the same day as I turned in my application. I started two weeks later on 7/13/2011.

My first day, I worked with another person and it was fine. The second day (and obviously my last unknown to me until later) I worked by myself. I did what I was supposed to do. At the end of the day, the manager (Meera) told me to go ahead, and just leave everything that was in the washers and dryer. Not to worry about it because the third shift will take care of it. Also, to just leave the magazines and phone books that was just a task to do if I had the time.

I tried to finish it, but she insisted I leave it be. Also, when I worked both days I needed a letter written on a letterhead stating I started working there, and how much my pay was. I was never given this paper that I needed for FSSA, that was due on July 25.

As I left that day, I said goodbye to the guy working at the front desk (Meera's husband), and told him I would see him not that weekend, but the next weekend (7/22-24) when I was supposed to work.

That following Sunday, I received a phone call at home from the front desk informing me that I was not on the schedule for the following week, and that Meera would get a hold of me. I called Monday and was told she would return my call. She never did. I called two times Tuesday, and again my phone call was never returned. I called again Wednesday twice, and was finally told the second time I called by the front desk person that Meera didn't think it was going to work out, and if I had any questions to come in the following day.

So now, not only did I need the previous statement for FSSA, I also needed a statement stating I no longer work there as well. I was not able to get up to the hotel due to the extremely hot weather, and I was not taking my 7 month old baby out in the hot weather. I finally got up there yesterday (7/25), and told the guy that was working the front desk (Meera's husband) that I needed the paperwork to be filled out now. He told me his business was more important than my paperwork, and that they were busy. I could pick it up the following Monday.

The parking lot was NOT full by any means. I know for a fact that the paperwork I needed to be filled out takes less than 5 minutes to do. I called the FSSA and spoke to a woman. She offered to help me by calling the hotel and speaking with him to at least verify my last day of work. He said he did not have that information, and the manager was not there.

He did have that information because he said goodbye to me the day I left after my shift was over. I also asked him about my check, and if they were going to send it to me or if I could pick it up. He told me IF, my paperwork was filled out, then I could pick it up on the next cycle which is this Fri (7/29).

I understand if they thought it wasn't going to work out with me, but I find it to be very messed up for not filling out the paperwork that I asked to be filled out or the letterhead to be written; to get a call from the front desk to tell me I was fired (not the manager to tell me), and for her not to return any of my phone calls.

Meera could have called me herself, and given me a reason why she didn't think it was going to work out.

I arrived at your Best Western Plus East Towne Suites location in Madison, WI...Seth became irate and told me that I could not leave and that he would bill me for charges although I had not checked in, nor did I provide him with my credit card information. Seth continued to demand that I sign a document and pay for the room. At this, I gathered my belongings and left the building. Seth yelled at me as I exited and followed me into the hotel parking lot yelling obscenities at me while there were onlookers in the hotel parking lot. Seth cursed and threatened me stating that he would have a full bill of charges placed on my credit card. In the hotel parking lot, Seth yelled my full name, calling me a "thief" and yelling other obscenities. Seth also went so far as to state very loudly in the hotel parking lot that I was never again allowed to enter a Best Western Hotel. Although I did not respond to Seth's threats and yelling, I took his threats very seriously.

I was overwhelmed with embarrassment and fear as Seth charged at me in the parking lot yelling at and threatening me. I later called Best Western customer service to place a complaint.

I cannot understand how Seth could be so very cruel and angry as I had not checked into the hotel, I never even made it passed the customer service area. Seth's behavior and treatment of me as a human being and as a potential guest of Best Western was full of hatred and totally inappropriate.

My mother-in-law and I set down to make reservations for a hotel close to my school of graduation for May 14, 2011. We called Best Western Dinosaur Valley Inn and Suites and booked a room, which at that time, we told them we needed a handicapped assembly room for my mother who was handicapped. They said there would be no problem because all of their rooms were handicapped assembly. Then when the event date was coming closer, I told my mother-in-law that I fear that they may not have reserved the room so we called to double check and we also double checked to make sure that the room was handicapped assembly and again we were told, "Yes, it is."

Then the date came to check into Best Western Dinosaur Valley Inn and Suites. My husband, for a third time, asked if the room was handicapped assembly and again we were told yes. We went to go get something to eat because we had to get to Stephenville, TX by 6 pm. We got to the room, I ate and changed, and it was getting close to leaving when my mom had to used the bathroom and told us that the restroom was not handicapped assembly. my husband went down to address the situation and the manger asked what makes a handicapped room. My husband had to explain to the manger at the hotel who asked what makes it handicapped assembly. We were like, "Really, he does not know?"

I told my husband we had to go. I had to be at the school by 6 pm. We explained to him we had to go. He said they would get the problem fixed by the time we got back, and we told him it would not be till late. We got back and the only thing they offered was an ADA room, which I should have gotten in the first place. We were told if we wanted that room, we had to pay for it, there was no compromise at all. We had a suite already, there were 4 of us, and we did not have the extra money to pay for a suite and that ADA room which was a single. We explained to the lady at the desk the situation. We even asked her to call the manager, but she would not. She kept saying, "I'm not allowed to call him," which I know was not true. She could if she needed to, of course. I got ugly because my mom was handicapped and had nowhere to use the bathroom. We asked for a refund so that we would go find another hotel that would accommodate us or would just drive home.

She said she could not do that. So we were stuck. All she could say is, "You have to talk to the manger tomorrow." How is that going to solve the problem of my mother needing to use the bathroom? We asked if we could at least use the bathroom in the ADA. She told us no you have to pay for it. I blew up. My mom has nowhere to use the bathroom and the lady said no. That made me mad. A handicapped elderly lady has nowhere to use the bathroom when we asked three times before we paid for that room. Then we're stuck, no refund, no compromise or deduction for the other room.

I was so mad because they discriminated against my mom who was handicapped. How can they do this? Finally, two hours later, the lady at the desk said I believe the bathroom in the hallway for the public is for handicapped. It was, but it was on the first floor and we were on the second floor so now my mom every time she has to use the bathroom has to go downstairs when we paid for a suite, which has two bathrooms in it, but she cannot use because it's not handicapped assembly. This is **.

In November 2010, I made reservation for my two daughters to go shopping. I gave my name, phone number and my credit card info. Days after their trip, one of staff members from the hotel gave my name and my credit card info to my employer. I got fired because my employer believed that I was shopping instead working.

The room was not the problem, but the experience was not good all around. The pool area was very dirty and cold and the person in charge said the heater was broken. The hot tub was very dirty looking so my wife and I decided not to get in the hot tub to warm up. The workout room had a TV, but it did not work and the worker told me it was because the wiring in the building was bad and the electricians blew up the TV. So I decided to not do my daily workout like we would do normally in their hotels. The water was cold when I had to take a shower and that was very disappointing to me especially when it was so cold outside and I had to do my travels for the day. I'm looking for some compensation because this is an experience I did not enjoy. I will not return to any Best Western to stay again unless I'm compensated. They charged me after I complained about the issues.

They have very poor service. I complained to management and their thoughts were they gave us a discount to have our meetings at their hotel. And the price we paid for accepting the discount was services we didn't officially approve we are now paying for. Lack of set-up during one morning of our event where the attendees and I had to assist with setting-up the room, and the lack of follow-through when it came to shutting off WiFi for repairs "during our event." I was very disappointed about the only excuse management offered over and over again, "We gave you a discount." Therefore, basically, I got what I paid for. And in their contract it says that projector fees are optional.

They contacted me on every point of coordinating the event including obtaining credit card information. However, their alliance with the projector company is shady. They approached someone who was assisting me with set-up, but not my employee. They asked if we need a projector and took the yes of someone who didn't sign the contract or approve the credit card. Their continued response that we received a discount is terrible. I would have gladly paid full price to get excellent service. Between management response and poor response, I would say do not use this establishment for any events. And if you do, please do not accept their discount to get your business, because if you do, they will do good business or provide good service.

The day I arrived to check in, the lady manager verbally told me that the total price for the 5 nights and 6 days stay was $628.00 including taxes. However, on the last day, when I was about to check out and pay, she showed me the bill for $702.62. Plus, they charged me $74.54 (for 5 nights) for my son, who was an extra person. It was more than the stated amount of $10.99 per day for an extra person--which would really be $11.98 including 9% sales tax.

I booked this room through Priceline and everything was fine until about 10pm when a party started in the adjoining room next to mine. I'm from Illinois and was staying near the Miami Dade College because I was taking a State Licensure Exam in the morning. I had to call down to the front desk 3 times for them to have the other guests quiet down. There was music blaring, people yelling, and it was just plain rude. When I went to the front desk in the morning, I was told they have students from Johnson & Whales University spending the whole semester there, on the 2nd floor.

So my room was in between a bunch of college students that were having a party all night. Neither Priceline nor Best Western thought of a refund for a horrible night sleep was in order. I have been waiting over 6 days for Best Western customer relations to get back to me. I am very disappointed with both and will never use Priceline again or stay at a Best Western!! Steer clear of this hotel!! I don't know my test results yet, but spending over $100 for a room and getting no sleep caused me a lot of unneeded and undeserved stress. If I fail the exam, it will cost me over $1000 to retake it.

Made reservations for 2 high school teams on 10/31/10 under FHSAA and Nature Coast Technical High School for 11/8-9/10, total of 15 double rooms. No credit card was asked for, therefore rooms were not guaranteed. Called on 11/3/10 to make my personal reservation using one of the rooms and change number of rooms needed. Learned several other high schools had called in and had taken the double rooms we needed. Clerk said she could accommodate us with king rooms with pull-out couch, but neglected to tell me they were on the 2nd floor. 2 of the chaperones are impaired and have trouble with stairs. When we registered, we were on a tight schedule, took things to rooms, then left about 15 minutes later.

While we were gone, students told me that there were problems with some rooms. I called the hotel and talked with clerk re: broken window latch in 1 girls room; broken half wall in 1 boys room, broken toilet in other boys room and mentioned problem with impaired chaperones had with stairs. The clerk got the manager and he told me the complaints were minor. He would move the chaperones downstairs, but could not move students as the hotel was sold out. Yet, while checking in, some people walked in and got rooms. As far as the broken latch, he would have 2 maintenance men on for security at night. The adults in the group did not find this acceptable and asked to be released from the rooms.

I asked for the corporate office phone number and was told there wasn't one. I called 411 and got the Corporate Office number. Customer Relations got my story, talked to the manager and his response was he would release us in the morning from the 2nd night, and he would have the chaperones moved downstairs, but could not move the students. We are talking about 16 teenage boys and girls. My response was liability to hotel if something happened to a student and spreading the word about our treatment. Manager agreed to release us without charge. Two days later, all the adults have charges on their credit cards for 1 night. Hotel says cannot remove the charge due to a "contract". Because we were registered for about 2-1/2 hours (bodily on grounds for about 15 minutes) they can't refund money. A clerk by name of Anita did tell us we would have no charges when we left the hotel on Mon. 11/8/10 to go to another hotel.

I stayed at this facility on Oct 23, 2010. I had a total of 2 rooms that both carried bed bugs. In the first room 224, I noticed bugs in the corner of the refrigerator. I immediately went down to first desk and asked for a refund or another room. I then proceeded to room 256 where it looked decent, but I was wrong. Since I am also currently pregnant, I went to bed early. I woke up at 3 am to find a red tiny bug crawling towards my face. I then looked at the comforter and saw black bugs. When I pulled back the cover, I saw more bugs. I jumped up as quickly as I could, forgetting to take pictures. I went down to request my money, where I was told only the manager could do it and he was not there.

For three days, I got the runaround from the employees and the manager. But once I stated I would call the health department, I received a phone call from the manager who was very rude, telling me I better not threaten him. I informed him of the situation and he told me he was not giving my money back and this did not happen at his hotel. I could not believe how ignorant this man was, and how rude he was. I will never again stay at a Best Western hotel or probably any for that matter after this experience. If this happened to a Best Western corporate head or anyone working for Best Western, they would be highly **. It is truly about the principle of providing clean and friendly service to the consumers because without us, they would not be in existence.

My wife and I stayed in room ** on October 16th 2010 and when we got home on Sunday, October 17th, we both had gotten head lice from that bed in that room. We had to buy shampoo to get rid of the head lice which was embarrassing.

I made my reservations online 2 weeks in advance for a 3-night rate of $59.99 a night. After driving 9 hours, I arrived at the hotel at 3:00pm. I might add that I made the reservations in my name and the credit card used was my husband's, which was accepted online. I was informed I could not use the credit card because my driver's license and credit card didn't have the same name. I was outraged and tired. I had planned to use that card for my entire trip. I was offered a cancellation, which I took and went out to my car and called my husband.

We agreed to use my card associated with my bank and I went back inside and told them what I decided to do to resolve the problem and was told I would not get the same rate as the one I originally had 15 minutes earlier. In my most lady like 65-year old voice, I told them what they could do with their room. The person who cancelled my reservation made me wait 5 minutes while she totaled up numbers from the day and was gone when I returned from my car. I will never stay in another Best Western again. Nothing they could offer me could make up for the lack of business ethics they displayed. I had to go seek other accommodations at twice the rate. After the amount of driving that I did alone, I was beyond tired.

I have been working throughout the hospitality business for several years now, meaning I know how customer, employees, and etc. are suppose to be treated. My general manager is very rude to guest, also to his employees. I have so many customer complaints on how my general manager treats, and talk to them.

The past Saturday, which was Sept 25, 2010, a guest had the meeting room. She was hosting an event which was a ladies tea. He treated her very wrongly, he said to me "she is only paying $75.00 for the meeting room so she need to clean up after her event!" My general manager and the young lady started arguing because he kept trying to find reasons to bother her and the other ladies about. Our front desk manager who has been here for 5 years quit her job today because of how he talk to her! If something does not get done about him, and how he treats other people, I will hire an attorney.

I booked a room and when I arrived, was told they didn't have my reservation. I gave my confirmation # and was told it was for the day before and told Iwas charged "no call, no show." I was charged again to stay and given a shabby, dirty room, with a trickle shower spout. I leave for dinner and return with a new attendant at the desk looking like a cheap pimp asking, "May I help you?" I asked for the manager and was told the manager was unavailable and unreachable until the following week. I said I believe someone changed my reservation and asked for a refund and was denied. The manager called days later and I was told nothing she could do but give me 50% off next visit. I requested my full refund for the room and was denied. So I was charged twice for the same lousy room and service. This Best Western doesn't value their customers at all. I will never stay at this dump again.

The next morning, I went to housekeeping to ask if there was something I could have to remove the stain. They told me not to worry about it, "It happens all the time." When we returned to the hotel that evening, the sheets were clean and no one else said anything.

When I checked out, to my complete surprise, the reception clerk told me I had to pay a fine of DKK800 for damaging company property. I agree that the situation needed to be rectified, but I tried in good faith to find a solution and was told by hotel staff not to do anything. I naively paid the money and filed a complaint as instructed. I paid in cash because they charge 5% to use a non-Danish credit card, which is also never made clear anywhere when I made the reservation.

When I asked for the manager's name, the reception clerk refused to give me her full name, only "Charlotte" (and that after several tries) and also refused to give me a copy of their policy regarding the fine or a receipt to show the charge from the cleaner. She refused to give me her own name, and began to speak louder and louder about the problem when I questioned the charge so that the entire lobby could hear her talking about personal information (blood stains from my period) and talking about the damage in legal terms that made it sound to my travel companions who were waiting for me in the lobby as if I had done something criminal. As they were all men, I was humiliated - especially when I had to explain to my boss what happened.

Best Western corporate came back to me after they spoke only to "Charlotte" about my claim. Charlotte says they tried to contact me before they sent it to the cleaners, but I was not there (I was a hotel guest in a location that serves Legoland!). This is simply not true. I have no record of either a phone call or an email from them, although I was required to give this info to register. They sent the sheets to the cleaners without consulting me, or getting my approval and spent an outrageous amount of money to fix a problem that could have been handled far less expensively.

As I have never been neither allowed to see the policy I am being held to nor the amount of the charge to the hotel, I am not satisfied with their response to my complaint. They did not address the fact that I was told it was okay and that I did not approve the charge made. They will not refund my money and have told me their complaint file is closed.

I should add that I have stayed in Best Western hotels regularly since I was a child, both in the States and Europe. I have never been charged for anything like this before. I had no way to know they were going to do this and they still won't substantiate why.

I checked into the motel on August 10, 2010. Room #146 was assigned. The room keys didn't work, so I had to get the manager to open it. We noticed an odor in the room. While the manager was there, I asked her to remedy the situation, she offered febreze. She even agreed that the smell was pretty bad. She did not offer another room, nothing but Febreze. How pathetic is that? The odor was terrible! After leaving the room and coming back, I realized the smell was urine! I ended up having to keep the doors open until we went to sleep! If that wasn't enough, the bed was broken creating the condition of down hill slope towards the headboard.

I ended up sleeping on top of the bed spread with my head facing the foot of the bed. I did not even turn down the bed, beyond pulling off the bedspread, as I feared filth! After waking up every hour or two all night long because of the smell, we checked out at 7:57am the following morning. Now, I know why the keys didn't work! I have reported the smell issue and detection of urine to the Colorado health department, it's a health hazard! I report this to you, in hopes you will handle the negligence of the franchise owners! When all is said and done that awful night's non-sleep in a room that is a health hazard cost me $107.69. I will never stay in another Best Western, for as long as I am alive. I will be advising all of my friends and family to steer clear of your motels, your name and affiliates.

When I made my reservations, I called the 1-800 number and was told that I was being given the federal employee discount. But when I arrived at the hotel, the front desk said that I was required to stay three nights, when, in fact, that was never the agreement for the price quoted. The room I stayed in had bed bugs and I was bitten all over my arms. I had to come home, wash and spray down everything that I took into the hotel room. This was one of the worst experiences I have ever had and I really don't want to experience it again. They need to exterminate that particular room as soon as possible. The front desk agents were not helpful and friendly at all.

A reservation was made for three nights during The Master's 2010, April 8, 9 and 10. The reservation was changed to two nights, April 9 and 10 on January 11, 2010 in a direct conversation with Jasmine, the manager. My card was charged for three nights on February 2, 2010. I knew they were going to charge the card early, standard for The Master's. We have a confirmation for the approved change that was faxed to us from Jasmine. We have tried in vain to get a refund of $385.00.

We attempted to see Jasmine before we checked out of the hotel in April and have called her many times since with no response from her. She is always gone and we are put into her voicemail. I contacted Visa outside of the 60 days from date of the charge, so I do not think they will help. I truly believed Jasmine would credit my card for the night we cancelled. My faith has left me $385.00 poorer. My husband and I have never experienced this type of treatment during The Master's in the 30+ years we have attended. Can you help get our refund? I can supply the confirmation. Thank you.

Entering our room (Jacuzzi Suite) we noticed that the bed looked as if two bodies had been laying on the mattress because the shape of someone really big was still noticeable even though the bed was made up. They boast to have temperpedic mattresses but these mattresses must be very old to not bounce back. The only level spot was int he middle of the bed. My friend called the front desk to complain and Larry answered the phone saying this was normal and didn't offer to change our room.

Our view was a blue trash can. We thought we would turn the mattress over and to our surprise was a huge yellow urine stain underneath the mattress. We were both so disgusted. By morning, I noticed I had a few bites on my arm and he had more than a few on his shoulder. Never saw any bugs but I'd bet they have a problem with bed bugs especially since the mattress was soiled. Lastly, the towels were a dingy gray color. I've never been to any hotel that didn't have fresh white towels. I really thought for the money we spent for 2 days...which was close to $400 we should have received better accommodations and white bath towels.

My husband and I checked into the Best Western Orange County Airport North with our children. We arrived at our room at 9:30 to drop our bags and head out for a late dinner. When we arrived back at our hotel 1.5 hours later, we got our kids ready for bed before doing the same. When we went to get in bed we noticed a large suspicious stain in the middle of our comforter...which looked to be dried blood and semen, as well as a *** hair in the bathroom. We notified hotel staff, which inspected the room and said that it wasn't clean. Although they changed our room at close to midnight, my husband had to go down and inspect the new room to ensure that it was clean. When complaining to hotel management the next morning, instead of being apologetic, they were rude and insulting. Please do not patronize this business! Embassy Suits, Hampton Inn etc. are all located very close by. Please take your business to them! Both property manager and GM were rude! They should be ashamed of themselves! Please don't give Best Western Orange County your business!

I signed up for the Best Western rewards program and planned my entire trip with them, so that when you stay two nights your next stay is free. This is the exact words of the program. The lady said at my next hotel they would give me a voucher, and then that lady said call the 1800 number. Which I did and then they told me it would be 4 to 6 weeks before it arrived in the mail. I was extremely mad because this was the entire reason I stayed with them, and now I called for the vouchers, yes I was suppose to get two, they said only one voucher. I just cannot believe these guys are so scammy.

I wrote the BBB about this incident. I had email and letter communication with a Joby ***, a trade practices consultant. Please contact at ***@***.org. I'm sure this person would fill you in on what happened. There isn't enough room to write it all out again. Also this happened in May of 2010 and has yet to been resolved because both me and the BBB are being ignored. I would like my $200 + back for what had happened and also the trouble they've put me through trying to speak to other people. You can't get a hold of anyone but the woman mentioned above who is refusing to do anything, and as far as a refund, is not hearing it. The fact that her and the hotel in general have ignored the BBB speaks volumes.

We stayed for 3 nights end of March, and we never ever had Dry Clean service done at any hotels while we stayed. When we checked out, they did not say there was dry clean bill in our room. Best Western Charged us $104.62 for this dry clean service in May. Is that weird?

I called them several times, asking for original record, they never faxed to me. And there is a lady, manager, asked me why I did not call in March? I said why you did not charge me in March?

If it was a mistake when the staff picked up clothes, we should know when the clothes return to our room. But no one contacted us when it was done. Then who took the clothes?

Is it possible be someone have access to our account sent the clothes in and picked up later?!

$104.62+ 5 phone calls, 1 week frustrated mood, 2 complains file on Attorney General of Florida.

We requested a 2-night stay at this supposedly 3-star hotel but we did not stay except for one night due to the poor quality of the room offered. This information was furnished through Priceline by email when we returned from our extended trip. Priceline or somebody from it responded with the attached email of July 7, 2010 saying that we would be contacted within 7 business days. We have heard nothing since from them. Our complaint to Best Western resulted in a message from them to the effect that we had been credited with the charge for the second night's stay and that the charge had been returned to Priceline. We have been charged by Priceline for an unused night's stay at a Motel 6 quality room.

I had a booking through Venere for 1 twin room and 1 single room which was not available because the staff booked them out. When we arrived at your hotel, Best Western Corona, I was informed that there was only a family room available and the staff had assumed that we were travelling together and could set us up in the one room. After hours of waiting for another arrangement, we booked into the Hilton at Heathrow (as we are not familiar with anywhere but Victoria and had already arranged and checked the hotel and left baggage there before our trip to Europe). The staff, after much stressful negotiations, paid for a taxi to the Hilton at Heathrow.

The amount quoted over the phone was 129 GBP per room times 2, but we were informed on arrival that we also had to pay taxes of $22.58 GBP. I have left all my details and copies of bookings with the staff and have heard nothing from the office since. I have been advised to lay a complaint against the hotel as it is totally unethical and I needed to report what happened to our booking. I spoke on the telephone that day to the manager and it was hours later that we had to solve the issue ourselves.

Please advise as to what the intentions are as I have been advised that the total bill at the Hilton at Heathrow should be reimbursed in full and these details and copies of the bill and reservations were left with the staff. Please advise a.s.a.p. as to what can be done in this terrible situation. They booked out the rooms because of Wimbledon and obviously got more for them.

We were charged over the advertised rate then given a room that was in an unsafe and dark hallway. The 2nd room smelled of smoke. No attempts were made to accommodate us. We left and will be more cautious about Best Westerns in the future.

We travel all over the country and have paid a lot of different prices for hotels but this was just crazy! There was no internet, shower head did not work right, carpet was from 1960, TV is old and remote is missing pieces and breakfast was not good (I did not eat it). The bill was $183.15. Best Western has never let us down and to be charged so much for so little.

First and foremost, lock up everything. My daughters and I stayed in this hotel for a weekend softball tournament. I personally carried all the luggage into the room after we checked in. When we checked out on Sunday, we were missing a Nordstrom bag that contained an IPod touch and a Nikon camera. It was tucked away behind her luggage. I know for a fact because I put it there. It was well hidden and I did not believe that they needed to be locked in a safe. Evidently, I was terribly wrong.

Now the items that my daughter had worked so hard to obtain are gone for good. She is extremely upset and emotionally damaged by the invasion of privacy. She is worried to stay in a hotel again, in fear of housekeeping going through her luggage and personal items. My daughter plays for a Select fast pitch team and has for several years. We have travelled all over, staying in various hotels every weekend. This has never happened before. The worst part about it is that I cannot get a call back or a response from the GM of the hotel. I have called him several times to no avail. I got no acknowledgement that they are even concerned or care at all, not even a call out of respect saying they will look for it or a description of what was missing. We had no communication at all.

I am so shocked. Best Western is a preferred hotel of our traveling team. I will be making some phone calls and this will soon change. How terrible it is that now my children are scared to stay in a hotel and my older daughter is asking for locking duffle bags to keep even her shoes and clothes in! It is amazing that we pay for this. We lost $200, an Ipod touch, and a $150 Nikon digital camera. And this has caused us a loss of feeling of safety and security while traveling, with negative emotional affects.

I asked for a King non-smoking room. I went to the room and found an open beer, a bag of sandwiches, the toilet lid up, fan and light on in the room. The bed did not look "fresh". I called the front desk and told him of the room condition. He did not apologize and told me to come down and get a key to another room. I had lugged a very heavy suitcase up to the second floor and had to take it back down. He gave me another room on the same floor so I took my suitcase back up the steps to the new room.

When I walked in the room, it reeked of cigarette smoke and appeared dirty. I went back down to the front desk and handed him the room key and told him I would not be staying there. He asked me what was wrong with the room and I told him. Again, there was no apology. He just asked for my credit card again to credit the card. I noticed there was a 2010 diamond rating from AAA on the wall and wondered how that could be possible. I am contacting them next. This hotel was a total dump and the front desk worker was very unprofessional in both dress and conduct. I thought Best Western chains had a higher integrity than what I witnessed here.

Bathtub and sink clogged and back up while in use. I don't know how well tubs are cleaned and if I'm standing in two inches of dirty fungal water possibly from previous client. Also, I ordered in-room movie and it came in scrambled. TV fuzzy or snowy to begin with. I asked immediately for credit and got it but then got home to find the final charge on my charge card for my visit that was higher than my receipt. I called the hotel to see if the movie went back on my account. I spoke to a woman who stated she was the manager/supervisor and very rudely argued with me that I would be charged anything over what my receipt stated.

I explained that I was looking at my account in black and white online and she still continued to argue with me stating things like, "Mam, you're not listening to me" and "Mam, you need to call your credit card and ask for the difference credited." She stated it was the charge card servicer's fault even though she also stated it was for "incidentals" which is the concern of the hotel.

I told her she should make the customers aware of this at check-in, that there may be an additional charge but that it will eventually come off and eventually reflect on your statement from your card servicer. She then said, "Mam, not all credit cards do that." This is the second incident of the same nature within the last year with Best Western in Rockland, MA and no other hotel we've stayed at.

The room name was reserved under Shmeka. We were at this location for one week for a church function and the maid did not come and clean the room so we called down to the front desk after getting back to the room and they said that they were sorry that the room was not cleaned. If they could send a non-experience person up or they would be able to move our room or provided a 50.00 gift card for future use, so we opted to have the gift card because it was late. We went down the next morning to obtain the card and the desk clerk asked for us to return at 5.

Well, we returned at 5pm to a rude and nasty manager who asked us to come in his office, one by one, the maid manager was in the office with him. For one, this was a very uncomfortable situation. They talked to myself and my roommates like we were children going to the principal's office. They were rude and this has led me to say that I will never ever stay at another one of their hotels.

I cannot believe that someone this rude is employed at facility handling their guest. I got emotional damage and I will never forget this experience and will never recommend this hotel to anyone.

I booked two rooms for my family on March 30th 2010 at the Best Western Clock Tower/COCO-Key Resort for one night on Saturday April 3rd 2010. The total cost that was deducted from my checking account was $311.36 which is the cost for the two rooms including taxes. My family consists of my husband, adult daughter, two granddaughters ages 10 and one and myself. We arrived at the resort on Sat. April 3rd 2010 around noon.

I checked in upon arrival. The front desk clerk "Nicky" asked my name, checked the info from her computer and said the rooms would not be ready until 4:00pm. "Nicky" did assign the room numbers which were adjoining rooms asked for my I.D. and credit card which she swiped twice. I asked her why did she swipe my card because I had already booked the rooms and paid for them online which she had already verified in the hotels computer system. "Nicky" said that she swiped the credit card for "incidentals". I thought that was odd but I had no idea that in swiping the credit card twice she was charging me for two rooms again after I had paid for the rooms online.

This front desk clerk was very nasty and acted as if she was mad about something, which I assumed she was having a bad day. Later I realized that most of the staff at this resort were acting indifferent. It is 2010 and I didn't want to assume that this behavior was because we are black I still don't want to assume that, but it is possible. We proceeded to go to the water resort area on the premises and leave our luggage in the car and take in our swimwear and pay for lockers to put our clothes in and change in the locker rooms provided for the waterpark. This was a big inconvenience by the way with an infant in tow.

I went back to the front desk with my family still in the waterpark area to see if our rooms were ready @3:30pm, the rooms were not ready. We waited until 4pm and checked in. We checked out of both rooms the next day April 4th 2010 at 10:50 am, check-out time is 11:00am. The next day Mon. April 5th, I checked my account online and saw that my account had been charged for a room at the resort, one room mind you. I called the resort and was given a runaround by the front desk clerk "Nicky" and she said the front desk has nothing to do with being overcharged." Accounting would handle it" and she hung up.

I called that resort five more times and I have my cell phone to prove it before she connected me to someone named "Tina" in accounting who by the way was just as nasty. "Tina" said that she would check into it. The next day Tuesday, April 6th, I checked my account again and the other room was charged to my account. I found the name of the manager "Dwight **" online at the resort website and contacted him. Dwight told me someone in accounting named "John **" would call me to resolve this.

Consequently, I incurred fees on my checking over $100.00 and not to mention being double charged fro two rooms totaling $622.76. The behavior and ineptness of the manager, accounting, and front desk staff is inexcusable. I haven't received my $311.36 for the double charged rooms not to mention anything close to an apology for my inconvenience of incurring insufficient fund fees in access of $100.

I reserved ahead of time and was reserved a downstairs, no smoking, no pets room. We arrived and was given a top floor, room 219. Before unpacking we noticed an extension light bar laid over the refrigerator. It had three cords coming off of it. One of those cords was a lightweight indoor cord which had two other cords connected to it. Only one lamp worked and we had to plug it in at the light bar for it to work. The light switch at the door did not work.

We called and asked for a safer room. We were given another room, 217. It still had one light weight cord along the wall. Where I work, we had to remove all extension cords to be OSHA compliant. My granddaughter, 13 yrs old, came home with body lice. This is so unacceptable. She is traumatized and had to be treated at the doctor. She slept in the middle bed. She has been no where else to contact this.

I made a reservation for 3 rooms April, 2009 for this hotel and paid $1,340.00 AUS. In June one of the members of my group had to schedule surgery at the time of our stay reservation in October 2009 and I immediately cancelled the reservations in the beginning of June. I expected to pay a cancellation fee of maybe $200 AUS. we had to cancel airline tickets and were charged by Emirates $200 each for a $2000 ticket. The hotel however, refused to refund any of our funds.

I am contacted Best Western International and the Best Western Henry 2 in Beaune and we were told that the whole amount was non-refundable!! This is an absolute rip off. I have never been denied a refund and has always paid a cancellation fee for hotels and airlines in my 40 years of International travel. We have yet to receive any of our funds and have written many emails to both Best Western International and the Henry 2 in Beaune, France. I am a Gold Crown Club member and have stayed in many Best Western hotels throughout France Italy, Australia and the USA in the past and have never had my payment witheld.

We were charged an additional $10 that was never included in the printed bill. I believe this is deceiving and actually fraud.

When I called the hotel, I was told that "you did sign upon arrival for that charge"

Such charge was never listed in the bill presented to me nor I was given a copy of the allegued signature.

This is theft under false pretenses.

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.

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.

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.

A few months back, I was looking for a part-time job after the hotel I was working as a chief engineer had cut everyone's hours back. I was called by Tina, who was extremely interested in having me come to her hotel full time as her chief engineer. She terminated her last chief engineer that had been there for many years and she was desperate to get a new chief engineer in place due to an inspection by a Best Western inspector (Duane).

After she offered me more money and painted a very wonderful 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 fairly 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 literally 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 passed the inspection, I was let go and then even told (by Rich) that they will fight me collecting unemployment.

The hotel is currently operating with no chief engineer or any person employed by the hotel with a pesticide license or pool certification for operating the pool/spa and/or handling chemicals. Tina and Rich are very sneaky business 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 was that they can terminate a person that is in their 90 day probationary period without giving a reason. The position that I left for this one is no longer available and they are denying me unemployment and nobody in my area is hiring.

On Monday 06-16-2009 I reserved a room with Best Western for 5 nights at $59.00 daily, on Tuesday night around 22:00 PM. 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 disappear like no more free breakfast, no more TV basic cable, no cups in the room, 1 day with no phone service, no cafeteria, no pool, no wake up clock, basically I just have the room with no extras that were contracted with Best Western for 5 nights and were paid in advance.

I had to buy breakfast for my whole family for 3 days, I had to take them to the movie theater because there was no more TV cable in the room and the pool wasn't open. I had to use my mobile phone minutes because there were no phone service at the room. I had 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 Best Western and Motel 6 downgraded all the room and hotel services. What they did not update was the room price that it was charged the same as Best Western prices.

I stayed in room 140 in the Best Western Hotel Shaftesbury Paddington Court London on May 24-26 2009. On the second day, I noticed my clothes were 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 not take the matter seriously therefore, I'll take this step to raise my complaint.

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.

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.

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.

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 ,

I reserved a wheelchair accessible room at a Best Western hotel & when I arrived I found I couldnt even use the bathroom. The clerk told me they only had 2 wheelchair rooms & they were both the same.

When I contacted Best Western International about their inspection process of their franchise hotels in relation to ADA I was told Best Western doesnt inspect for ADA compliance. They said For Best Westerns, if the hotel was built before the law was passed, it will be the owners choice to update their property to meet the American Disability Act policies.? Note they said policies? not federal law.

I find it unbelievable that a major corporation that franchises hotels and allows their name on the sign has no concern for customers with physical disabilities. If they dont require their franchisees to meet federal law, what do they require.

Best Western put blame on Hotels.com and offered to locate a nearby hotel and give me 1 night free stay?

Called several times to customer care at hotels.com (Tried to get English speaking rep) and was constantly pushed off to this person and that person. Absolutely no help to me at all. Did not offer me a refund, nor any free accomodation. Zilch. Nada. Nothing.
Of course they blame Best Western not updating their accomodations.

Checked next day and sure enough there were open reservations listed at Best Western on the hotels.com site. Figure that.

I had to call and cancel the charges on my credit card.
Obviously noone at either hotels.com or Best Western had the time of day for me....did nothing to resolve my problem..their complete incompetence and rudeness.

Talk about Customer satisfaction.

WARNING: If you make a reservation....call the hotel or resort DIRECT and not through a third party like hotels.com. and double check your reservation prior to travelling. I will never use Hotels.com or Best Western again.

at the Best Western Palm Desert Resort we encountered unsanitary conditions at the pool, where used towels were left lying around on the lounge chairs, on the ground and tables. No clean towels were available,poolside, as a notice in our rooms stated that they would be. I had to trek to the office and request same each afternoon, then they would be delivered to the pool as none were available in the office. Used towel receptacles were filled with trash, not towels. Balcony furniture was dirty and grimy, necessitating the washing of our clothes after we unknowingly sat on the dirty furniture, which we then washed ourselves.

Used towels, soap, toilet tissues, Kleenex, were not replaced on a regular basis, unless one went to the lobby and requested them. Bed linens were not changed for our entire stay. the elevator seemed unsafe with very, very slow, service and no luggage carts were available. Higher rates were charged to us than offered in the travel coupon booklets (about half of what we paid.) available at tourist sites and on the web, despite guarantees of lowest available prices from Best Western when one is a member of their Gold Crown club with AAA affiliation.

Despite my requests to the desk clerks for a rate adjustment, given the time I spent and discomfort (100 degree temperatures) in obtaining these necessities, and having to wash our clothes, I was referred to the manager each time (at least three) who was never present. On our last morning, I asked a person behind the desk, to speak with me about these conditions and a rate adjustment, thinking it was finally the manager, it turned out to be the owner. He stared at me and walked away. I asked the desk clerk,twice more,at different times, to speak with the owner about a rate adjustment and each time, I was refused.

I was asked to leave my home phone and a note for the manager and either the owner or the manager would call me personally. This has not happened. I filed a complaint with the AAA, questioning their three star rating of this establishment but they passed on my complaint to Best Western and the hotel. The manager finally wrote to me offering me twenty percent off my next visit. I responded with a letter stating that this was unacceptable, but that I would accept twenty percent off my current bill (@$80.00) with copies to the AAA and Best Western (from whom I have received no response at all.) The AAA has said that they are no longer involved since the manager did respond with a letter to the complaint and that they are not responsible for the lack services and discomfort that we encountered. I disagree with this because we stayed there because of their rating.

Best Western Carpinteria Inn wrongly accused guests of smoking to impose extra charge.

This hotel was OK for our 1-night stay before heading up to Monterey. Our surprise came after our stay when I received our credit card statement. BW Carpinteria Inn over-charged us an extra $50. After contacting the Best Western corporate office, they came back and told me the hotel accused us of having smoked in the room, therefore, Carpinteria Inn imposed this extra charge. The truth is no one in our entire extended family smoke and our kids are very sensitive to the smell of smoke. I would think if people want to smoke, they would book a Smoking room instead of SPECIFYING Non-Smoking room ONLY.

The BW corporate office made the effort to investigate the situation, however, since the Carpinteria Inn is privately owned and insisted on their lie in order to make a few more bucks, the corporate office cannot force them to reverse the credit card charge. I intend to dispute the charge with my credit card company in addition to exposing their dishonesty in BBB and FTC. If anyone has encountered similar unethical problem, please share!

hotel comforter had coke or some other beverage spilled on it and I had to retrieve a blanket from my car. Additionally, my hotel reservation was for a queen size bed and when I checked in I had two double beds.

Some of the problems were reported to Jo at the hotel and upon check out at a litte after 5:00 a.m., all problems were reported. I have made three long distant telephone calls to speak to the manager(s) as it relates to my stay. I did speak with Ms. P on Tuesday, Nov. 15, 2005 and requested that a portion of the monies charged be credited back to me. Nothing has been done to date and my telephone calls have not been returned.

I stayed in rm. 230 with my 3 & 5 year old children on 8/27/2005. I woke up in the morning to find I had no warm/hot water. I contacted the front desk and they said they would send someone over to fix it. I waited over an hour and no one showed up to even look at the problem.

I went to the front desk and requested a refund. They said it shouldn't be a problem but that they would have to leave a note, because the manager is the only one who can issue those out. I called and spoke to the manager and his attitude was, "These things happen". I want a full refund of $82.70 and his best offer so far is 10 percent back by mail and then 20 percent off of my next stay. This is unacceptable. Yes things go wrong, but warm water is a commodity that you pay for and deserve to have. If you can't help me, can you lead me in the right direction of someone who can?

I have already contacted their corporate office, the attorney general & the better business beauro. Everyone seems to think that they tried to handle the situation so nothing can be done. I want a full refund and feel I shouldn't expect anything less.

my Husband booked me this room on Expedia yesterday morning at about 11 a.m...I was busy and asked him to book me a room in Riverside as I had to be at a State hearing there early this morning and we live a long ways away so I wanted to go over there the nite before. He saw this Best Western near the big mall there and thought I might enjoy that. When I pulled up it looked very seedy and run down. I did not feel safe staying there alone. It was also quite a ways from downtown and the Courthouse.

So I called Expedia and asked them to cancel that and book me in another hotel closer to the courthouse. Expedia has documented all this also. Expedia told me that they(BW) only needed my credit card number to RESERVE the room, and I shouldn't be charged until I actullly gave the Best Western my credit card..and she told me to go in the office and make sure they didn't use it for a deposit and let them know I was cancelling.well unbeknownst to Expedia and myself, even though I booked my room on 9/11..the cancellation deadline was 1600 hotel time on 9/10..a day before I even made the reservation!!!! I talked to the desk clerk who pointed out to me this was their policy.

I felt bad telling her I thought the hotel looked seedy, so I used the excuse that I needed to be in a different area.this was at 3:15 in the afternoon. She put in a call to her manager who was not available ..and I called Expedia back to document what was happening. This morning the Manager (Steve) called me back and said he would only charge me half the room price! I told him I thought this was an illegal practice..I would be willing to pay their fee to Expedia..and he said "***** ***..I'm gonna charge you the full price" and HUNG UP on me!!!I have never heard of a slimey practice like this..smells like fraud or extortion to me! I have traveled quite extensively and have never had this happen!

On 04/22/05, my girlfriend and I checked into the hotel. (It was the annual Laughlin biker weekend, with 60-70,000 bikers in town.) At 9:00 pm, while laying on our bed, my girlfriend and I were startled to hear two bikers entering our room!

I called the front desk to complain and wondered who the heck was coding keys. The front desk clerk was rude and refused to admit any fault on their part.

She contacted an offsite manager who called me in my room. (I believe her name was Jamie.) "Jamie" tried to claim it was impossible for a key to open two different rooms. I told her she sounded incredibly stupid making that remark when a half dozen people had witnessed the bikers go directly from our room to theirs and open their door with no problem.

She was upset at my remark and when I insisted she move us to another room, she refused. One of their suggestions was they would go up and check the keys of the two bikers! This was a ridiculous suggestion, as the bikers could have felt insulted by the suggestion they weren't trustworthy enough to have keys that opened our room. They could have made our two night stay not only unpleasant, but downright dangerous!!

After getting upset at my remark of how stupid it was to say a key could not have opened two rooms, she said I needed to vacate my room or she would contact the sheriffs and have me removed. She said they "Reserved the right to refuse service to anyone."

I couldn't believe this was happening and chose to ignore her threats. But sure enough, two hours later the Needles Sheriffs department was at our door telling us to pack up and leave. They were putting us out at 11 pm, with tens of thousands of bikers in the area for this LARGE event.

I asked for written confirmation from the front desk that they would not be charging me, if they were choosing to put me out. Amanda, at the front desk, refused, saying, "A decision about that hasn't been made yet."

They were CHOOSING to "refuse me service", yet gave me no guarantees I would not be charged!!

It was going to be incredibly difficult, if not impossible, to find a room. Every hotel doubled their rates for this weekend, knowing they would still sell out.

The first hotel we tried was Motel 6. They were full.

Next, we went to Traveler's Inn, only to find the manager from Best Western had FAX'd a note to the young lady at the front desk, instructing her "NOT TO RENT TO THIS PERSON". She had written that at the top of a printout of my room charges. (I have the FAX in my possession.)

The young lady at Traveler's Inn was incredibly nice and helped us to find a room at a less than satifactory establishment. But it was a room and for that we were grateful.

Although we had planned on staying through 04/24/05, we left early on 04/23/05 back to our home in Whittier, California. There was no way we were going to remain in such a hostile environment.

In addition to my motorcycles, I also own a boat and have stayed at the Best Western-Colorado River Inn in Needles on MANY occasions over the past 3 years without ever having a problem. In fact, a month ago we visited the hotel only to find the river was dry. (The recent rains had made the need for river water unnecessary, so the flow from Davis Dam had been shut off.) My party decided to head north to Laughlin and spend the day on Lake Mojave. I am such a frequent customer, Kerry (I believe), at the front desk, canceled my room with no cancellation charge.

I realize Best Westerns are franchised, but I will never stay at any Best Western hotel again!

I reserved a room with 2 queen beds for the period from 10/7/04 to 10/12/04. The reservation was made on the Best Western website on August 23, 2004. The reservation was accepted, and a confirming email and confirmation number was sent to me.

When I arrived for check in at 7:25 p.m. on 10/7, I was told that I could not stay there for the five nights unless I was willing to upgrade to a "queen suite." The desk clerk would not respond to any of my questions about why the reservation had been accepted, or why, with three methods of contacting me available to them, they had not informed me between 8/23 and 10/7 that the reservation had been accepted in error. Instead, she directed me to "stop threatening" her.

I was told that the room I reserved would be available to me for ONE night -10/7 ONLY. I took the room for that night, primarily because I had already guaranteed it on a credit card, and I knew that these dishonest people would try to bill my card as a "no show" if I simply left. Apparently to drive home the point that I was being kicked out the next day, hotel management slipped "checkout papers" under the door about 5 a.m.

The Best Western website contains no "overbooking" warning similar to that used by airlines, and the interesting thing is that I actually got the room I reserved for the FIRST night of my planned stay, unlike an airline overbooking situation where the first person to pull a boarding pass for an overbooked seat gets to keep the seat. The only possible conclusion I can draw is that AFTER August 23, someone offered them more money for the room for the period 10/8,9,10,and 11. - (more money than they had quoted me on MY reservation, so they decided to kick me out.) (I wanted to submit this complaint to the agency that regulates hotels and motels in Ohio, but I have learned that the only regulating authority there is the State Fire Marshal, who certainly would not take action on a matter such as this.)

Booked reservation for "holiday" week-end and was given the ONLY room available (1 King bed) but I needed a room with 2 beds. I took this reservation in hopes that a cancellation might take place and I could re-book for the bigger room. The price quoted was $170.00/nite for the room with the king-sized bed, the room with 2 beds was quoted by Best Western was $206, the franchise quoted me $229.

Apparently, they make up their prices as they go along. The manager was RUDE, unaccomodating and a terrible example of the "Best Western" hotel chain (which I will NEVER use again...AAA discount or NOT!!!!).

Our relaxing family weekend was ruined. We are a multicultural family. On 04/16/04 we arrived and intended to say at our suite at best western hotel in pa. We arrived later approx 530/pm. Unpacked and went out. At 10pm 041604, my children went swimming in the hotel pool. My wife accompanied them to the pool area. She went to get change at the front desk. As she approached there was a white family with at least 2 girls approx 12/13 and 9yrs old and the father complaining to the hotel mgr about this black man who frightened his daughters on the 6th fl near the elevators. He stated they were called racists.

My wife who is white, just listened as the man went on demanding something be done, and that he saw this black man walking in the halls on the 6th fl. By this time, the employees noticed the look on my wife's face as she listened to the two-way conversations. She became upset, when the hotel told the upset father, they would look into the matter, and yes the police or security had been called. The Mgr. Brian, asked my wife if she knew this man who they were speaking about. Of course she replied, "Its probably my husband, since there are no other people of color staying at this hotel." Her comment caught them off guard, the upset father then turned to her stating:"I dont want to cause problems but he scared my child, who was just playing around." Since my wife was not a witness to the verbal incident, she didn't reply.

The mgr. then asked if it was okay if he accompanied her back the her room to speak w/me. I explained to the manager, what happened between the 2kids, and I. From the moment we arrived in Hershey Pa, and at the hotel, all of us had that funny feeling, and noticed not only the hotel desk staff, but other guests, and at other pa attractions people staring, clutching purses, and hurrying to get away from us. Locking car doors at stores, running to elevators, frantically pressing elevator buttons to make them come faster. By 10pm that night, we pretty much had it in PA.

The incident: 2 white girls playing in the hallway of the hotel. Our suite is on the same fl/6th. I was intending to take elevator down to the pool to join my kids. As I walked down the hall towards the elevators, the girls stared, and the 9yrold hid behind her older sister. They tried to push to buttons to make the door open fast before I got there. It didnt work. As I reached the elevator doors the obviosly frightened girls ran away. Yes I did comment to them that was a racist thing to do. This was probably a mistake on my part. However it was said, and that was how they made me feel. It hurt to see children afraid of me when they have never seen me before/and dont know me.

I stayed in the Best Western the third weekend in August for a family reunion(As we do every year). My mother charged the rooms on her credit card. However I checked in first(NY didn't have any power that weekend)and was told they needed a card to hold the rooms.

I explaind to them that my mother was stuck in traffic and I did not have her credit card. I gave them my bank card in order to check in the rooms. The desk attendant assured me that the card would not be charged. That is the only reason I gave him the card. When we checked out on Sunday morning My mother gave Kathy(the manager)the credit card to pay for the two rooms. kathy assured me again that all of my banking information was removed from their computer system. This was not the case. Not only was I charged for the two rooms they also charged my mother for the same two rooms. Best Western received a double payment for two rooms for the same weekend. The service that weekend was beyond terrible.

I have made several long distance calls to get this matter settled. I was told that the manager Kathy that made all of the mistakes no longer works for Best Western.Why would they let her go before she fixed all of her mistakes? Best Western fraudulently charged my bank card $372.28 and I want my money back.So far they have refunded $126.14. Since they refunded some my money I know they were wrong in charging my bank account. Now I want the rest of the money they owe me.

Well we reserved our room online from expedia for 2 nights. When we arrived on Saturday the room wasn't ready (check in is at 2:00) at 4:00. So they gave us another room which was non smoking and we asked for smoking. That's not the big deal. What happened was we had drove all day to get there and we took our things upstairs and went to the theme park(that's the reason we were there).

So by the time we got back to the room it was around 11:00 p.m. I went to get a soda out of our mini fridge and it wasnt' working. So I went downstairs and told the man at the front desk that the fridge wasn't working. He said that since we reserved the room online through expedia that he couldn't give us a discount.He said he could give us another room but not until tomorrow. I said "that's fine, but could we have a smoking room then." I told him that our room wasn't ready when we got there and they gave us a non smoking room and he said ok how about we switch tonight. I said ok if you can.

So i went up to check the other room's fridge and it worked. So I went to my room and told my friend that we were switching. He was sleeping, so I kept waking him up to make sure he heard me.I had my kids with me so I was trying to pack everthing up. I took his key and told him what room we were moving to. By now it's almost midnight and we were all tired from driving from Maryland to the border of North Carolina & South Carolina, and going to the theme park. So the next thing I know my friend is calling me at 7:30 in the morning. He said the man from the front desk called him about 4:30 in the morning and all he said was "I caught you" and hung up.My friend called back and said what are you talking about caught me? He said I'm not talking to you, you can talk to the manager about it.

So my friend goes down to the front desk.See, he didn't wake back up he just slept there.He said he figured they were going to rent the room out anyway, plus he was out of it(tired). He didn't have his key to get back in because I took it and turned it in. So the man at the front desk said that he was charging him $89.00 for that room. They had his signature from when he checked in, and his card number because expedia charges you right away for the room when you book online. Then the man wouldn't give him a key to get back in to get his stuff.My friend said if I have to pay for this room your going to give me the key to get back in. The man must not like being talked to like that and he said he was going to call the cops. Mike(my friend) said go ahead. The man said you might not even be staying here anyway that's up to the cops.

So Mike's down there in barefeet waiting for the cops at 4:30 in the morning. Anytime Mike tried to say anything to the guy he said I'm not talking to you, you can talk to the cops. So the cops came and talked to mike.The guy told the cops that Mike wasnt' allowed back down in the lobby until he left his shift at 7:00 a. m. So, whatever he won't come back down until 7. The manager was supposed to come in at 7.So at 7 Mike goes downstairs to talk to the manager,the manager won't be in now until 9. So I get my kids ready and we go down there at 9, the manager's not there. Now there saying 9:30 or 10:00. So we leave for the park,and while were there Mike calls back to the hotel.Manager's not in.The manager doesn't usually come in on Sunday's and if they do they only come in around 1 or 2 and it's just in and out and only for a minute. So basically they are giving us the run around. No one would talk to us.

So Mike called Best Western customer service. They tried to contact the manager and was told the manager wasn't in. So they opened up a file on Mike and the manager of the hotel has 7 days to respond to it.They have to respond to it.It really ruined Mike's time.He couldn't even relax at the park.When we went back to the room, as we were walking through the lobby, we got dirty looks.He was so mad because he didn't feel like they should have charged him $90 that is their walk-in rate. So he cut his trip short and left a day early.When we got back from the park. We had drove all that way to go to the amusement park and it got ruined by the hotel we were in. Also, my son couldn't even use his pillow on his bed because it had blood on it.

We thought it might be his blood because there was so much of it, but when we checked the pillow there wasn't any on it, just the pillowcase.That is very unsanitary.So, now we are waiting to see if the manager responds to the charge or not. But I'll tell you what, we'll NEVER stay there again.

My wife is a double amputee and requires a handicapped room with a open shower if possible. The room we had was for handicapped, but had a shower/bath set up. We asked for a stool or seat so she could sit since it is very difficult for her to stand while in the shower, They ended up bringing a cheap plastic chair that would not work at all. Very unsafe and unstable. They said that's all they had. Also the pool area was very filthy and the pool itself was damage at the bottom where chunks of pool material had broken away making it possible to be injured. Also the handicapped parking was not inforced and non handicapped persons were parking in them.

I complained to the staff, but they said they tried to find out who was parking in them and couldn't find the person responsible. My wife cannot walk that far as it is with both lower legs missing and having a hard enough time walking on her prosthesis. Anyway, this hotel with a big name didn't seem to care enough even after complaing to the main co. I would never stay there again and would not recommend staying there either.

My rooms ceiling was falling down, the garbage had not been changed from the previous guest, there was also used soap in the bathtub also from previous guest and in the morning when I wanted to take a hot shower there was no hot water so I complained to the front desk and she said "what do you want me to do? Bring you down buckets of boiling water." When I went to check out there was no manager for me to talk to so I had to wait two days before I could tell him the situation. When I finally talked to him he was no more help than the other staff members there.

A few months ago my family decided to move from Eastern PA to Southern CA. I am an avid user of the Internet, so I made all of the appropriate reservations on-line (truck rental, hotel reservations, etc.) All reservations went through OK or so I thought. We reserved a total of six hotel rooms using the Yahoo Travel site. While I was making my reservations I specified that I needed a non-smoking room because my daughter is highly allergic to any kind of smoke and a room that allows pets because we were traveling with our two cats.

Once we were on the road we didn't have any problems at any of the other five hotels until we got to the Best Western in Grants NM on Fourth of July night. Keep in mind that we were driving approximately 500 miles a day through the summer heat with two cats and a child. We were very eager to get to our hotel room, especially on this particular day because it was the 4th of July and we upgraded the room a little because of the special day. We reserved a non-smoking suite with a wet-bar for one night for $79. However, once we get to the hotel the old woman at the front desk seemed very irate and she was also very unprofessional.

She stated that it was hotel policy to put all guests with pets in to a smoking room. I informed her that my daughter has respiratory problems and is highly allergic to smoke especially cigarette smoke. She told me that I could go elsewhere or accept the smoking room. As you can imagine I was very upset to hear this news, especially under the circumstances, so I asked to talk to her supervisor. The supervisor kept me waiting for about 20 minutes and her demeanor wasn't much better than the desk person and she basically told me the same thing. They tried to explain their policy to me, that because some people are allergic to pets that they can't put people with pets into a non-smoking room. Does that make sense? What ever happened to the customer is always right? I didnt understand why they didnt have ONE non-smoking room that allowed pets. Does one ailment supersede the other? Well, our first dilemma was that it was 4th of July night. Could we still get a room elsewhere? As far as we could see, there wasn't much to choose from in Grants, NM.

The other dilemma was: What if the other hotels in the area had the same policy? Well, I asked to see the smoking room just in case there wasnt anything else out there but the room didnt even fit the description of the room I reserved. We were all very upset over this whole ordeal, we felt like we were being discriminated against and being taken advantage of but we couldnt do anything about it. Basically, this one incident ruined our whole cross-country vacation. I was very tense after this incident, as was my husband. Such unkind and unprofessional service should not be tolerated by anyone. By the way, we did find another hotel to accomidate our circumstances.

My husban and I stayed at this hotel to enjoy local events on the 22nd of June. We sayed one night and checked out on the 23rd of June. Our debit card was charged on the 26th for a missing iron. The iron was never in the room. I was never called or notified of this occurance. I found it on my bank ledger and called and questioned the manager of this hotel. He called me a thief and a liar and told me to bring him his iron back and hung up on me.

I called back and politely asked for the corporate office telephone number and I was told Good Luck and hung up on again. I have notified customer relations and also have spoked with the local police department about this matter. I feel there was fraud, unlawful use of a creditcard and the biggest issue to me which is slander. I DID NOT TAKE THE IRON, nor am I a thief or liar and do not deserve as a paying consumer to be treated this way. I have not gotten a response from public relations at Best Western yet. On top of all that I made the original reservation on Wednesday. They would not take credit card info. I called Saturday to confirm I was told no rooms sorry.

I got upset then I was told only room ava is most expensive hot tub room. We had to have a room so we stayed in that room on that night. This may be just by chance, but due to the rude nature of the owner I would like to see a years worth of history on this and the other matter of missing goods from the room. The remote was missing also I wonder if it will be on my bank statement tomorrow or next week? Please help me solve this issue