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Business Profile

Hotels

Best Western Plus Keene

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:07/27/2025

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June ******* I cancelled a reservation for a two night stay reservation for July4& July 5 2025. i rebooked for just July ******. I do not have my confirmation cancellation number..so they will not refund me. They charged me or three nights. 1 on the fourth and 2 on the fifth. We have tried talking with them multiple times they dont return my call and when i do get them they tell me the manager will call me and has not. They hung up on me today as well. When we arrived at the hotel on July 5, 2025 we arrived early and said we could pay an extra $20 cash for an early check in. never mentioning i had two reservations.. I decline to pay $20 more and told them we were going to a party so we would have a late check in not give away my room and they told me they never give away rooms. .. I just want a refund for the room we never stayed in and were charged for. Corporate Best Western will only refund if Keene NH will and they will not even speak to me, they just dont answer the phone or hang up on me.Thank you for any help you can give. I dont know what happened to good customer service. We have stayed there for years.

    Customer Answer

    Date: 07/28/2025

    I would like to add that on June 27 I actually edited my original confirmation on my Best Western account to change my reservation from July 4-July 6 to just July 5. It seemed so easy Then they charged me for July 4, July 5 as well as another night stay on July 5, 2925. 

     

    Business Response

    Date: 07/28/2025

    We had two different active booking on our PMS, we hold the room for the guest two nights however we have adjusted for one night which is $170.53 for one night from our end. There was no cancelation and we do have a 24 hour cancelation policy, we followed our rules and refunded the guest we could. We apologies for the inconvenience however we are dealing fair here. *** the folio proof that we have refunded for one night stay. It is injustice to the other guests who respect our policies and cooperate.

    Customer Answer

    Date: 07/29/2025

     
    Complaint: 23661705

    I do not accept the business's response as a resolution to my complaint . I take complete offense with them saying i did not respect their companies policy . I am a very respectful person and edited my stay 1 week in advance well in their guidelines of cancelling within ********************************************************************************************** their system and I should not have to pay for their glitch. We cancelled in a timely matter and we are owed still for Friday July ******. I appreciate the one night refund but i still need a refund for that friday night stay they charged me.

    Sincerely,

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

Best Western Plus Keene is NOT a BBB Accredited Business.

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