Consumer Complaints and Reviews
NO refund when refund promised five months ago. I took out a swim club membership the end of January at the North Mankato motel. Immediately developed distressing itch from the liquid chlorine (stronger than the dry chlorine salt used in high school and other pools), doctor said to forego the pool totally. I presented my dilemma to manager Charles **, he said corporate would be consulted, called me back two weeks later, and assured me the $209 fee would be credited to my VISA. Nothing. Letters, copies of letters, phone calls not returned, stopping by the motel and ** not there or in a meeting, letter to the corporate headquarters with copies of my correspondence with **, copy of original VISA billing. Nothing. Rude, inconsiderate, and unprofessional behavior from **.
We just stayed at a Best Western Plus Hotel in New Cumberland, Pennsylvania for 3 nights, my husband, me and our Cockapoo doggy. Every person that works here is awesome! The front desk, maintenance, housekeeping, etc. I will recommend this particular hotel again and again. Very clean, which is number 1 priority for us staying in hotels. Breakfast is excellent, and variety of continental breakfast, hot, fresh. Yummy. We have stayed in 4 different hotels in this area over the past 4 weeks due to a problem with house settlement. I wish we would have reserved here first. Can't say enough good things about it. Made our stay so comfortable. Thank You!
Terms & Conditions written Not Applicable for Weekend, public holidays, eve of public holidays & school holiday, but when we do reservation on Friday, they told us that Eve of Weekend also cannot use, this is absurd! I must saying that this company cheating consumer!
Immensely accommodating & immediately put together. Best rate for my stay. WOW! Mrs. ** sweet, awesome, great energy & professional. Mrs. ** went beyond treating me well. 1450 Airpointe Dr OH 43219
After exclusively using Best Westerns for six to seven years and never using the points earned we contacted their rewards customer services. We had very few points in our account. We went over our account and they did not have any records of most of our stays. We were told that we have to keep our records and monitor our points ourselves and if they do not show up in six months on our account they are just lost. We find it very strange that so many of our stays with Best Westerns and using our rewards card has never been in their records at all.
We never imagined they would take advantage of us like this. We do not stay with them any more. We should have never put our trust in using their rewards system and thinking they keep track like we were told they do. Our stays were never for business, so we never kept most of our receipts more than a couple months to keep bank records up to date. Never thought rewards points earned would ever be an issue. I can imagine this might happen very often and many people could be victimized and not even know it.
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I just stayed at this hotel and one of the reasons I chose it was because they advertised a hot breakfast. They limit breakfast to one hot plate. I didn't know this until I asked if we are allowed seconds. Instead of the cook saying, "No sorry, we don't allow seconds", he gave me attitude and loudly said "Oh so you want two breakfasts," in front of everyone in the dining room. At first I didn't know what he meant, since I was not told hot breakfast was limited to one plate per person. I asked the front desk and they confirmed it's only one hot plate per person.
Please let customers know at registration that you are only allowed one hot breakfast plate per person. You may also want to put a sign in the dining room. Or better yet, don't offer hot breakfast if you are going to limit it, and then not like to tell people. I have stayed at cheaper hotels with hot breakfast buffet style, not limited. I travel a lot and write for two travel blogs and will not be recommending this hotel for this reason.
We came from Maine to the Best Western in Moss Point, MS. We picked this place because it has a pool that I could be in while my husband worked down here. I have a service dog that I can't be without. So I went down to the pool and of course brought my service dog. It is about 90 degrees but they (BW) wanted my service dog to stay on the hot cement in the beating sun and not go in the water. (We were quietly swimming around when I was told this.) Which now means I can't go to the pool. Anyone with a service dog or any pet should stay clear of this place!!
We stayed at the Best Western Tunica resort on 4/22/17. When we arrived at our room our key cards would not work, so we went to the front desk and the clerk said to go try it again and that she would watch it on the cameras. Then she finally came up and let us in our room but anytime we left our room we had to have them come and let us in our room with a key.
Then we found several bugs on both beds. One bed looked as though it had not had the sheets changed, it had hair in it and the sheets were extremely wrinkled like someone had slept in it. When we said something to the clerk at the front desk that night the clerk said she would let the management know in the morning. When we said something to the clerk on the next morning all she had to say was they would contact an exterminator. She was very rude, acted like we had done something wrong and ** did not try to satisfy our problem at all. She sent 2 women up to look at the room with us. Neither one told us who they were. We thought they we just letting us in. We will never stay at a Best Western again. Very dissatisfied.
We were phished out of $1,000.00 at Best Western Waco Woodway. Tried to get BW to help us. They gave us "we cannot help" crap. The BW company is irresponsible. They want our money but do not care about us. I tried 5 times to get a workable solution. They do not care.
I made reservations at the Best Western on 2633 NE 43rd St Kansas City, MO. It was listed under hotels near Briarcliff in Kansas City. I booked there thinking it would be one of the better Best Western hotels because it was near Briarcliff in Kansas City. Wrong! DON'T BOOK HERE!! The hotel is in a rundown area and the hotel itself is rundown. We arrived and decided we didn't want to stay. We were charged for the night because I did not cancel in time to receive a free cancellation.
I'm disappointed in making this reservation and had I known of the poor conditions I would not even booked it in the first place. Poor online representation of the room and lobby. The place didn't look bad on website but it definitely did on actual seeing it in person. I'm writing this review to warn others not to book at this location. There are cleaner nicer places down the road that are the same price and worth the extra few miles to travel to get better accommodations. Lesson learned on my part. Needless to say I will not book here again and I'll do better at booking after seeing a hotel onsite rather than site unseen. I hope travelers will take note of this review.
Made and paid for two nights through Expedia. The hotel looked very new like it was recently built. It had a pretty clean and inviting pool. We checked in and I asked if they had a roll-a-way bed. The answer was no. No big deal. We were then told that they were going to put a hold on our card for $150.00 for damages that could occur. I am sorry but I am over the hill and partying days are way behind me. Not only was this not necessary but it was not a hold, it was a charge according to my bank, so three days later now and I am still waiting for a refund.
Our kids were driving us crazy about going swimming so we get ready to go down to the pool. (Keep in mind, this is Louisiana and it is hot in late April.) The kids run back up to the room and tell us that the gate was locked. I called the front desk and the lady told me that the pool was closed for the season. What Season? That is ridiculous. She then proceeded to tell me that it says that on their website, so as I had her on the phone I went to their website and saw nothing of the sort. She still argued with me.
When it came time to sleep, we had two double beds in our room and a fold out couch. Both double beds felt like you were lying on a stack of plywood. The pillows were the size of couch throw pillows and did not support anything. We didn't sleep very well to say the least. The TV in the room was the size of one of my computer monitors at work, it looked to be a 21". Hot water? What hot water? You had to keep the handle all the way on hot to get warm water. Be forewarned, there is no elevator at this two story hotel, just another way that they tried to save money during construction. We are loyal to Best Western almost everywhere we travel to, but this Best Western, Thomas Road, West Monroe, LA, we will never stay there and will not recommend this place to anyone. When I did complain about all of this to the owner, his reaction was for us to just deal with it.
We booked an ocean view at Best Western Premier, The Tides, and when we arrived, did not receive it. Instead our view overlooked traffic to the right and an empty lot directly in front. We immediately contacted them from our room and Geana, the current manager, stated they no longer had ocean views available, that she would attempt to resolve this and would contact us in the morning. That never occurred. In fact, she did not contact us for the remainder of our stay (4/14-4/17). We indicated we would contest the charge when we returned home and would as well, contact the corporate office, which we did. The result was this hotel made no attempt to offer a past or future credit on rooms. We will not ever utilize Best Western Premier, The Tides again.
I called Best Western and reserved a room for the evening. When I arrived I could not check in because of computer problems, I had to wait about one half hour. This was not a big deal. A couple of days later I checked my credit card statement and I had 3 charges for 1 room. I protested the charges on my credit card and called Best Western, they said 1 charge was a mistake and that they would refund 1 of the fees. It seems to me that they bill extra things hoping you don't notice. I will never stay at Best Western again.
I arrived at the hotel April 4 of this year. I am supposed to stay until April 25th, if I can stand it. Nobody said a word to me about the renovation at check-in. For the next 2 weeks I was greeted by pounding, strange smells, loud talking from the workers, messes everywhere, etc. There is still junk lying around that hasn't been picked up. The noise has been replaced by thumping and banging by the neighbors across the hall.
We booked the hotel in January for a stay in April. Arrive at the hotel at 1:00 AM to be told that our reservation was cancelled. We had to rent a car to go to a hotel 8 miles out of town cost of $175.00. We find out at the new hotel that that is a common practice of Best Western. They got a better offer and could book the rooms at a higher price than quoted to us. On top of everything the hotel manager was beyond rude and was very unsympathetic. Best Western would do better to hire competent and vaguely intelligent workers! We will be contacting their corporate office to try for some satisfaction from them about our ruined trip. DO NOT STAY AT A BEST WESTERN.
I usually NEVER leave reviews, but I guess there is a first time for everything. Attempted to stay at the Best Western in Dover by AFB, the signs say non-smoking facility; however it reeks of a million packs of cigarettes all lit at once. The lobby sent my allergies and sinuses into a fit. When I get up to the room (double bed) check the bed and sheets (always first thing I do) Lo and behold Red fluids all under the top sheet covering mattress and mattress itself on BOTH beds. SMDH I took pics went down to reception and showed her asked what kind of mess is this?!? Quickly left next day, got a call from Manager extremely nice and apologetic, but nothing in this world could make me feel differently. The receptionist did offer another room, but NO THANKS!!! Please people clean your bedding and if it's soiled to the point of ruining mattress replace it just that simple! Absolutely Disgusting!!! Won't think twice about NOT staying.
My friend and I went to Kenner, Louisiana, to take her to the New Orleans airport. We were staying 1 night. We arrived around 5:30 p.m. Kayla, who is employed there was great. She fixed us up right away. As I pulled back the covers when we reached our room, I saw the sheets were wrinkled. They had been slept on. The sheets were twisted and not put on good. We called Kayla. She came right up and took pictures. She immediately got us another room, and another room, and still another room. It took her taking us to four different rooms before we found one that the sheets were not already slept on.
We asked her how were we going to be compensated for our trouble. First, the manager she talked to acted like he didn't believe the sheets had already been Used. Kayla, was wonderful and told us the sheets were not acceptable. She told us the manager had had complaints before about used sheets. The manager had her put a $20 bill on our bed that night while we were gone to dinner. I felt like a "prostitute" being paid. It was a HORRIBLE experience. I will NOT stay there again. This is unacceptable management in my opinion.
Stayed at the terrible Best Western Property on 3-31-17 to 4-2-17. I was not told of construction right outside my door at check-in. It was dark when I checked in so I did not see the parking lot full or trash etc., out there. This parking lot was being used as the staging area for major construction and renovation of this motel. I was awakened just after 8:00AM to skill saws literally 15 feet from my door! The room should have never been rented out due to the very up close proximity of the construction staging area. I drove all night from up North to get there so was exhausted.
Asked Courtney at the front for a room change and she told me I would have to pack up my things from the room and check back in with her later to see if another room might be available when I came back?? When I told her about how bad the noise and trashy area was her response was no one has complained be before about it. In other words you are just being a complainer. No other solution was offered. Just "I'm sorry" if I heard this once. I heard it 25 times.
Came back later to nap for an hour and there was loud music at the pool. 2 weddings were booked for this small property. I could not rest again because of construction and loud music. That night things got more out of control. Drunk people from wedding party falling against my door and yelling in the hallways. Again security did nothing to get the situation under control. I called the desk and got another "I'm sorry"??? It's 4:30AM now, still no sleep. I was about in tears because of all the chaos and no one doing anything about it so I went to the front desk and begged them to please have someone do something. I was told again security would check. Nothing changed. People were allowed to run amuck!! The hotel staff did nothing to compensate me for this nightmare of a stay. I paid $415 for pure sleepless torture. Do not stay here. It is a ghetto motel. I have never experienced such a lack of unprofessionalism.
We reserved our room the night before and the lady told me that we could pay with cash but a credit card would just hold the room... Me and my family show up to have a good time and the lady told us we had to pay with a credit card. I explained to her what I was told and she was not trying to help at all so we had to leave and go to another hotel. I then went back in and asked for a card so I could call and complain. Very very upset, was not happy and we had 2 kids with us. I really hope when the regional manager calls back he does something about this...
I stayed in the BW Port Huron, MI, on February 19, 2017 for one night with my family. On February 20th, checked out and told by the receptionist that "you are all set". Next day found a charge of $65.00 on my credit card by the hotel. At inquiry, told that there was a Blood Spot on the comforter. I asked the hotel administration to provide proof that it was done by us and they only sent a highly zoom in picture of tiny red mark. I totally disagree with them as I am 100% sure it was present before. The hotel administration is not listening to me nor providing me any clue based on which they charged me.
I never write any reviews no matter how good or bad but we suffered an injustice with this lodging stay, I had to say something to prevent others from making the mistake of staying here. There has been nothing whatsoever done for my inconvenience or for the filthy room, and another fun fact. This was an outside access hotel... like a motel but there was no mention or photos advising this. I had to stay in overnIght at this Best Western 2/24/17. I took photos of the dead bugs, cobwebs in the doorway, used tissue behind the center table from the previous guest, hair and stains on both beds. We were advised there was no cleaning staff available until the next morning and they gave us clean sheets.
When the morning came on 2/25/17 around 9:30 am the hotel staff came around to each room advising the hotel was closing due to a sewage backup. We had to pack up our things and find another hotel for the next 3 days of our stay... on Mardi Gras weekend. Then we had to pack all of our things nightly and shuffle between three different hotels, because of the backup of sewage at the Best Western. There was no "walk the guest" compensation.... nothing but a "Wham, bam, thank you Ma'am." We spent the entire morning 2/25/17 attempt to find other hotels for our stay because your hotel was closing because of the sewage backup on Mardi Gras weekend, so overwhelming, they didn't even help us find alternative lodging. The hotel manager response was simply no action.
Best worst western inn San Diego SMOKING SCAM. Checked out of really run down hotel only to get call an hour later when I'm 72 miles away on L.A. freeway informing me I smoked in the room and 250$ was going to be charged to my card. Well I don't smoke so I turn around and 72 miles later ask manager Katie ** to go to room and lo and behold the sky's opened up and cleared all signs of smoking. What a surprise it was the morning. First time in room she just goes by the maids nose no verified room check by Katie ** MGR. She just rings up the bill on the card. Now she has been proven to be a liar as she said on phone call she inspected the room herself. Lie.
Now I'm 3 hours late and still at hotel. Now we confirmed no smoking in the room she grabs a towel off the floor and asks if I used this to clean my windows on my car. Yes you watched me. Record amount of rain for that day in s.d. Now I ask how much is the charge for a dirty towel only to hear "You did use a voucher for this room." Yes I did bought from general media by myself. Didn't know you were penalized for doing so but MGR Katie ** at Lamplighter Inn feels I needed to be reminded about this fact four hours later. 4 hours later stuck in L.A. traffic. With a 3 o'clock appointment I have no way now of making. What a shame if you don't turn around and come back to confront this LIAR MGR KATIE **. SHE CHARGES YOU $250 and you're stuck.
I was told at the front desk when we early checked out that I had to call Travelocity and that they would call the hotel and confirm the early checkout. I told the lady I was uncomfortable with this but she said that was the policy and wouldn't even give me a piece of paper saying this. When I returned from my travel and called Travelocity I was told by Travelocity, who called the hotel to confirm this, that I was supposed to call them the minute I checked out to have this done. THE HOTEL NEVER TOLD ME TO CALL IMMEDIATELY. I do not have a cell phone, and I was in the middle of a business trip. Had the hotel told me to call immediately I would have used their house phone to do so. No place on my confirmation order with Travelocity did it state I was to call Travelocity while in transit to do this. I am extremely pissed off and intend to fully blast Best Western Practices and Travelocity for not refunding my money thru social media.
I had a two day stay and tried to renew my stay, first they told me yes. Then told me they sold the room to a larger party. Last minute tells me I have to check out. So while I'm looking for another hotel they charge me for a full night stay instead of a late fee and I still couldn't stay the night. Manager was very rude to me. I will never stay with them again and encourage everyone I know not to.
Tried doing online reservation. Wouldn't let me. Called asked if I had any reservations. Was told no then find out today I had 1 for this past weekend. Called directly to hotel. No help there. Called customer service told nothing they could do. Well we have a group coming in to stay there this month. By the time I tell them of your actions I doubt they will be staying with you. These are all my family. About 20 rooms. I've worked the hotel business. I know how it works. You have very sorry customer service and you don't work with people at all. Just a money grabber business. Will never stay in another of your hotels again. Will sleep in my car first before I give you any money.
I booked a 3 night stay at a local hotel for my mom and her husband while their house was exterminated for termites. I used priceline.com in hopes of getting a slight discount. I received a great deal (about 50% less than regular rate). The savings were applied to the cost of replacing her rear window. Her car was broken into and robbed on her second night stay at the Best Western Hotel in Salinas, Ca. If your car is broken into and items are stolen the hotel says "too bad" - at least thats what the Best Western in Salinas, Ca says.
After doing some research, it turns out the exact same crime has occurred at this Best Western hotel as recently as 3 months ago (entire rear window smashed with big rock, items stolen while parked at Best Westerns Guest parking lot). Surveillance video captured all of it - but we, the hotels guests - are 100% responsible for what happens to our property while staying with them (we have full coverage auto insurance but they only cover a small percentage of the cost of buying and installing a new window for a 2016 Nissan Pathfinder - total we paid out of pocket for vehicle repair was a little over $500 (not including what was stolen).
The car was broken into at 6:07 am. My mother discovered the break in at 8:30-ish am. The car had a Best Western parking permit with valid i.d. # on the dash as instructed, yet the hotel did not inform her at all about her car. The morning shift replaced the night shift during this time as well. The morning shift couldnt find any notes from the night shift regarding the incident. One employee (who my mom thought was security) told her the window was probably broken by a couple who had been "fighting" in the parking lot early in the morning.
Best Western failed to assess and handle a situation they acknowledged being aware of. Best Western failed at logging any of this situation. Best Western did not contact the Police nor did they contact their guest (my mother). Best Western has had vehicle break ins executed almost identical if not fully identical to this one in the past, one as recent as 3 months ago.
Best Western states they provide "Sufficient care" for their guests' personal property but are not liable for stolen and/or damaged property belonging to their guests. They should be fully liable based on negligence. They did not tell us they do not have any security. They did not inform us of any prior break ins in their parking lot. They did not have any warning signs in their parking lot regarding the safety of guest vehicles or leaving property inside vehicles other than the permit stating Best Western provides "sufficient care". I would like Best Western to define "sufficient care" because it is obvious there is zero care. Salinas, Ca is notorious for its high crime rates.
One would think a well known Hotel name like Best Western has proper security for the protection of each paying guest and their property. Thinking they do is a big mistake. The negligence on behalf of Best Western can seemingly point to an inside job. I booked my mothers room through PriceLine.com for one heck of a discounted rate. It might sound a little crazy but what are the odds this is entirely an inside job? The odds are not as crazy as they might seem to be given the fact at least one employee stated he knew about a fight between a couple in the parking lot but chose to ignore the situation entirely. I think the hotel should've paid the cost of repairing the car so I am seeking a lawyer.
First they lost my reservation because of the new computer system. I was lucky I called before I arrived. After checking in we went out and returned or tried to return and they said only registered guests can go up to the room. I had my daughter and a few other people that were going to come up and not stay overnight. I wasn't even allowed up to my own room for over 20 minutes while we tried talking to this staff member that acted like a prison guard!! Finally I was allowed up and then after an hour my daughter's boyfriend and friend paid 20 dollars each more to come up! Then I called down to ask for a taxi as my friend was leaving. I was looking outside to see if the taxi was there before she went down and then I see three police cars pull up and start rushing up to people below. I wasn't sure what was happening but it looked intense.
Then I see one police point at my area. I thought "oh they don't want us to look so I went back inside." Then I get a call from the desk that we are being evicted!!!!! I said "what? Why!" He said the police are coming up. So they came up, told us to leave and there was 9 police officers and my daughter, myself and my daughter's friend. I asked "why are we being asked to leave." He said "the hotel said you threw something off the balcony." I said "that's not true. Please go look from our balcony." There of course was nothing to see but they said they had to listen to the hotel and watched us pack. I have never ever had a problem with any hotels ever! This is unbelievable. I am in shock! We are extremely upset. Please never stay at this hotel. It's your worst nightmare.
Very bad experience. In the first time in my life I face this in a hotel!! I booked 5 nights in Best Western Plus-Dubai (4 rated stars) and I called internationally 2 days before my arrival date and confirmed my reservation and got the confirmation numbers. I sent 3 emails to the hotel asking for detailed booking information. Nobody answered me. When I arrived there, the woman on the counter told me, "Sorry we have no vacant rooms" and we have to stay this night in another near hotel they own. Then we could be transferred to Best Western again the 2nd day. She gave me no choice but saying ok. When I went to the other hotel (El Khaleej) I found it horrible. Bad smell everywhere, restrooms are awful unclean, smelly beddings. Each room supposed to have a kettle and cups. Mine didn't have any and when I asked for them the man of the customer service gave me dirty kettle and dirty cups telling me "You go clean."
This the worst hotel experience in my life. When I tried to talk to Best Western again to solve this problem and at least book me this night in another same standards hotel, they said, "Sorry we couldn't find any rooms in any Dubai hotel!!" Could you imagine this?? I mean all Dubai rooms are booked!! Are you kidding me. I am very upset that I decided to not to stay ever again in any Best Western hotel although I used to do and used to prefer it but this time made me change my opinion and of course I'll tell all my friends and colleagues about it and never ever recommend it to anybody.
Booked a reservation at Best Western Plus in Rancho Cucamonga California several weeks in advance. After a 7 hr drive we arrived and checked in. We went to our room to find that it was not what we reserved. We were given a room with no bathtub which is necessary for us when traveling as we have back problems and soaking in a hot tub before retiring for the evening helps with chronic pain issues. We told front desk room was not what we reserved and that we needed a room with a bath tub. We were told "sorry, we're sold out, maybe tomorrow we'll have one". We returned to our room, not happy but we were exhausted and needed rest. While unpacking I went to move the coverlet from the foot of the bed and saw what clearly were dried, milky white remnants of bodily fluids from prior guests. DISGUSTING!!
I took photos and called the front desk again and complained that the room was not clean and demanded a new room. Again we were told "we know you want another room but we're sold out, maybe tomorrow. You booked with Expedia, you have a problem, contact them!!!" What!?? What difference does it make who we booked with? Expedia is not responsible for the condition or type of room. The Best Western employee was rude to their guest and after we complained to Expedia reservation service, they called Best Western and experienced the same RUDENESS from the front desk. Never again. We are reward members but clearly this corporation has gone to the pigs.
The hotel's location in Arlington, Virginia is very convenient to Washington, DC with free hotel shuttle from airport and to Washington. It's a good hotel for the price. Free hot breakfast was a plus. They have clean rooms and friendly staff, too. The overall amenities are good. I had a great experience overall.
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Best Western was founded in 1946, and by 1963 the member hotels comprised the largest motel chain in America with 699 hotels. The company’s headquarters are in Phoenix, and there are over 4,000 hotels associated with the company worldwide.
- Rewards program: Travelers can sign up for the free Best Western Rewards program and earn points towards free stays. There are five status levels for rewards members, but Best Western makes it easy for travelers to achieve an elite status. Though the Status Match… No Catch program, this chain will match travelers’ elite status in any competitor’s loyalty program.
- Special discounts: Members of AAA, CAA and AARP receive a discount when they book a room through the Best Western website and provide their membership information. Best Western Rewards members can get these discounts in addition to their rewards discount. Best Western has been named the AAA/CAA Partner of the Year every year since 2008.
- Team travel: Best Western’s Home Team Advantage program offers discounted group rates when traveling athletic teams book four or more rooms. The individual making the reservations can receive this discount by simply clicking Home Team Advantage when making the reservation on the Best Western website.
- Charitable activities: Best Western For A Better World is the company’s charitable program, which focuses on education, poverty and disaster relief. The education program offers scholarships to students studying for careers in the hospitality industry, and the poverty relief program partners with Kiva and World Vision to offer microfinancing to entrepreneurs in developing nations.
- Website: Travelers can easily book a room on the Best Western website, which has received gold in the Best of the Web Awards from Dynatrace every year since 2011. On the website, guests can quickly see room rates, special offers, hotel amenities and even whether or not a particular hotel is designated as environmentally friendly under national or local standards.
- Best for Best Western offers deals to retirees, frequent travelers and large groups. Individual properties have different amenities, so the best way to see if the brand meets your need is by visiting the website.
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