ComplaintsforBest Western International Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dirty floors and carpet, bad smell in the room, no working light in the bathroom, thin mattresses, and my free night points wild not work.

  Business response

  04/12/2024

  Dear Ms. *******,

  I hope this message finds you well.  Thank you for providing your feedback regarding one of our Best Western locations.  I am very sorry to learn of your dissatisfaction.

  In order to review this further, please provide me with the name and location of the Best Western hotel and the dates of your stay.

  Thank you kindly and I look forward to your reply.

  Warm Regards,

  *********/ BWH Hotels/ Ticket CR834087

   

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am missing ****** Best Western points from completing two recent promotions.Between 11/7/23 and 12/3/23, Best Western ran a promo allowing members to "earn ****** Bonus Points a maximum of ten (10) times during the Promotion Period [before 2/4/24]." I booked 10 stays between 11/7/23 and 12/3/23. Then, I completed these 10 stays before 2/4/24. However, I only received ****** Best Western points. I am missing ****** points from this promo.Best Western also ran a promo offering members "***** points for every two nights stayed...between 9/18/23 and 11/20/23." A Best Western representative confirmed to me in writing that my 6-night stay, checking in on 11/15/23 and checking out on 11/21/23 would "qualify for the 6 nights" under the promo, thus entitling me to 1***** points. I only received ****** points and am still missing ***** points from this promo.Best Western should correctly deliver on the promo and deposit ****** points to my account #****************. For the inconvenience this has caused, I request Best Western deposit an additional ****** points for a total of ****** points.

  Business response

  04/11/2024

  Dear ********,

  Thank you for reaching out to us regarding your concerns with your Rewards account.  I have forwarded this to our ****************** for review.  You will be contacted as soon as possible with a resolution.

  Warm Regards, *********/ BWH Hotels/ Ticket CR833314

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1 2024I stayed at sure stay by best western in ********** **. This is one nasty hotel. The entrance door was broken and all windows are filthy. At checkin I noticed bedding on the office floor. When we went to our room we noticed dirty table tops, torn furniture and worn carpets. My wife asked for another room and was told no other rooms were clean. They sent a non english speaking man to clean table tops. I then noticed 3 large holes 2 to 3 inches across in the bathtub. I went to the desk and asked for an different room. I got an attitude from the woman at the desk and was given a different room. This room smelled musty the door had pry marks on it and was bent so you could see into the hallway. I asked for som room fresheners and she came in and sprayed some chemicals on the carpet and left. I also noticed a Handel on an exit door broken and could not be used in an emergency. If this is the quality of best western I will not be booking again. I would like my money returned.

  Business response

  03/08/2024

  Dear ******************,

  Thank you for contacting our office and providing your feedback regarding your stay with the SureStay Plus by Best Western ********** located in **********, ***   I am very sorry to learn of your concerns and can understand why this would be upsetting.

  I was unable to locate your reservation in our system.  To further assist you with your concerns, please provide further details about your reservation.    Confirmation number, how it was made, name the reservation was booked under, etc.

  Thank you kindly and I look forward to your reply.

  Warm Regards, *********/ BWH Hotels/ Ticket CR815336

  Customer response

  03/08/2024

  the reservation is in my wife's name, *********************

  # ***-8182213

  I hope this helps find the reservation 

  Business response

  03/11/2024

  Dear ******************,

  Thank you for your reply and additional information regarding the reservation details.  I was able to locate the reservation under your wife's name, *********************.  The reservation was booked through HotelBeds.com for arrival date February 1, 2024.

  Again, I am so sorry to learn of your dissatisfaction and can understand your disappointment.  Please be assured that our office will be following up with the hotel manager and discuss your concerns.  We will make sure the hotel takes the proper steps to fix the issues you described.

  In order to make up for your experience, I would like to send you a Best Western gift card for the amount of $50.00.  You may use the gift card at any Best Western property and the card will never expire or depreciate in value.  You will receive the card in 1-2 weeks by email.  Please let me know if you would like the gift card sent to the following email address:  ***************. 

  I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with BWH Hotels Brand again.  Thank you for your loyalty and patronage to BWH Hotels. We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels properties soon, hoping to make it a pleasant stay for you.
  
  Sincere Regards, *********/ BWH Hotels/ Ticket CR815336

   

  Customer response

  03/21/2024

  This is not an offer that I can accept. This hotel is not a good representation of best western network. The $50 gift certificate does me no good as I will not trust that Best Western has checked on the quality of the establishment they represent.  I asking for a refund not a gift to use at another time. This place should be removed from Best Western hotels. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I stayed at the Best Western in *********,** on Saturday March 2,2025. Exit #***. We checked out at 5:00 in the morning Entering the lobby to get a luggage cart we smelled a very strong odor of marijuana. The clerk behind the desk totally ignored us and after loading our car we went back in to check out. The clerk was passed out (literally) eyes closed , head back and unaware of us at all. I dont think this is the image this Best Western wants to project to the public. We are not offended ,but this was totally unprofessional behavior.

  Business response

  03/05/2024

  Dear ********************,

  I hope this message finds you well.  Thank you for taking the time to share your experience regarding the Best Western Plus ********* Inn & Suites.  I am very sorry for this situation and can understand your frustration and how upsetting this must have been for you. 
  
  I would like to extend our appreciation for contacting our office regarding your experience with the Best Western Plus ********* Inn & Suites. The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will discuss this matter internally with the hotel manager.  
  
  Thank you again for contacting our office and allowing me the opportunity to assist you. If you have any further questions or concerns, please let me know.
  
  Warm Regards, *********/ BWH Hotels/ Ticket CR813947

   

• Initial Complaint

  03/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Concerning the Best Western Plus Rewards: It would be really great if spouses could create joint rewards accounts. This would allow a spouse the ability to continue earning points and using points if a spouse isn't able to travel with the family. For example: my husband is active duty military and currently deployed. During our time traveling during our various moves, we've earned enough points to utilize the pay with points option. Now, since he's deployed, I cannot book a room under his membership because he won't be present at check in. If this was something we had known previously, we would have created the membership in my name. Instead...I now have had to create my own separate account and pay for our reservation in full.

  Business response

  03/04/2024

  Dear ******************,

  I hope this message finds you well.   Thank you for taking the time to share your feedback regarding our Rewards program.  The feedback we receive, positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.   

  I am very sorry to learn of your disappointment regarding the terms and conditions of the Rewards program and can understand your frustration.  Your concerns will be reviewed and take under consideration.   I will also provide you with the link to the terms and conditions for your review.   If you have any further questions, you may always contact the ****************** directly at the following number:  ************.

  Whereas accounts cannot be shared, points can always be transferred over to another account.  You will just need to contact our rewards department for assistance in doing so.

  Thank you for your loyalty and patronage to BWH Hotels. We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels properties soon, hoping to make it a pleasant stay for you.   As a good will gesture from our office, I have posted ***** bonus points to your account.  You will see the points posted in the next 24 hours.
  
  Please let me know if you have any further questions or concerns.
  
  Sincere Regards, *********/ BWH Hotels/ Ticket CR813458
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel room, but never agreed to receive solicitation and non-legally required emails. One day later, I am bombarded with emails from Best Western. Stop emailing me unless it is a receipt for a booked room.

  Business response

  02/23/2024

  Dear ************,

  Thank you for your contacting our office regarding your concerns.  We appreciate you taking the time to write.

  Our records show that you just had a recent stay on 2/23/24 for the Best Western TOWNE SUITES.  It shows that you recently signed up for our Rewards program on 2/21/24.  This is the reason for the emails you are receiving.   If this was a mistake, please contact our ****************** at the following number: ************ if you wish to cancel the membership.

  I am very sorry for this situation and can understand your frustration.  If you have any further questions, please let me know.

  Sincerely, *********/ BWH Hotels/ Ticket CR809302

  Customer response

  02/24/2024

  I did not, and do not wish to receive any emails other than legally required receipts after booking a room, which I'm less and less likely to do.

  Additionally, today at my stay, the person cooking breakfast took cheese out of a container with his bare hands, put it in the omelets, then served that to guests.

  Business response

  02/26/2024

  Dear ************,

  Thank you for your reply and additional comments. Regarding the Rewards membership, I will make sure your account is deleted.  Please allow 1-2 weeks for all notifications to stop.

  Regarding your concern with the breakfast attendant, our office will reach out to the hotel manager and discuss this.  We will make sure this situation. does not happen again.

  Thank you again for contacting our office and allowing me the opportunity to assist you.

  If you have any further questions, please let me know.

  Sincerely, *********/ BWH Hotels/ Ticket CR809302

  Customer response

  03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I stayed at the best western hotel last July, then I signed up for a membership and stayed more than 2 nights, bcuz I was told by the front desk that I am qualified to get two $50 gift cards total $100. Then I keep stayed at that hotel for 14 nights, but I still haven't received any rewards till now even it's already 7 months after!!! I think their ads are deceiving consumers!!

  Business response

  02/15/2024

  Dear ******,

  I hope this message finds you well.  Thank you for contacting our office regarding your concerns.  I am very sorry for this situation.

  After further review of your Best Western Rewards account, I do see that you have registered for a few promotions.  I will go ahead and send you a gift card for $100.00.  You may use the gift card at ANY Best Western property and the card will never expire or depreciate in value.

  Should you have any similar concerns in the future, please contact our ****************** directly at ************ and a representative can assist you with your account.

  You will receive your gift card by email in 1-2 weeks and will be sent to the following email address:  *************************

  Warm Regards, *********/ BWH Hotels/ Ticket CR805248

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my disappointment with the recent experience I had during my stay at a Best Western hotel in ***** Beach, which I booked through Expedia. Unfortunately, my stay did not meet the expected standards, and I am seeking a refund for the following reasons:Unsatisfactory Staff Behavior:The hotel staff exhibited rudeness and a lack of professionalism, which significantly impacted the quality of my stay.Lack of Accommodations for Disability:As a guest with a disability, I had expected the hotel to provide necessary accommodations. However, I found that the establishment did not have the necessary facilities in place, making my stay more challenging than it should have been.Uncomfortable Beds:The quality of sleep was compromised due to uncomfortable beds, which did not meet the standards I would expect from a Best Western hotel.Given the multiple challenges faced during my stay and the inability to receive timely assistance, I kindly request a refund for my booking.

  Business response

  02/09/2024

  Dear **************,

  Thank you for contacting our office through the Better Business Bureau regarding your stay with the Best Western Cocoa Beach Hotel Suites.   I am very sorry to learn of your dissatisfaction.

  To better assist you with your concerns, please provide the date of your stay for further review.  Thank you kindly and I look forward to your reply.

  Regards, *********/ BWH Hotels/ Ticket CR802666

   

  Customer response

  02/09/2024

  ***, Jan *****

  Business response

  02/14/2024

  Dear **************,

  I hope this message finds you well.  I am following up with you regarding your concerns with the Best Western Cocoa Beach Hotel & ************************ has received a response from the hotel manager.  The hotel manager assured our office that a direct email has been sent to you, as well as a full refund of your one-night stay.

  Thank you again for taking the time to share your experience with our office and with the Better Business Bureau.    If you have any further questions, please let me know.

  Warm Regards, *********/ BWH Hotels/ Ticket CR802666

   

  Customer response

  03/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Best Western Several weeks ago I called the Best Western Plus Europa in ******** and booked a one night stay for January 30 leaving January 31. $122 plus tax. Upon arrival we were booked in and given a room key for our stay and when we went to the room it was a single size bed room and we had booked two double beds so I went back down to the front desk and they informed me that I had only booked a single bed and that there would be an additional $20 plus tax fee to be paid. I told them that I thought I had booked two Double beds but they said no it was probably booked through a third-party and that I had only paid for a one bed room. So I paid the additional $24. Upon arrival home, I found a confirmation email from the hotel which firmly states that the booking was paid for 2 double beds (see attached) and you will note that it is marked paid via credit card . At the very least I would appreciate a credit for our $20 plus tax. This is not right. ********************* *********************************************. N0A 1K0 ************

  Business response

  02/01/2024

  Dear **************,

  Thank you for contacting our office regarding your recent stay with the Best Western Plus ******** Downtown-Hotel Europa.  I am very sorry to learn of your dissatisfaction. 

  I reviewed the reservation that you booked through Agoda and it does show that the original room type booked was one Queen **********  Records show that the hotel changed the room type to two Double beds upon your arrival.   They did have to adjust the rate as the room type with two beds is higher.

  As a good will gesture from our office for all the confusion, I would like to send you a Best Western gift card for $25.00.  You may use the gift card at ANY Best Western property and the card will never expire or depreciate in value.  Please let me know if you would like the gift card sent to the following email address:  ********************

  Thank you again for taking the time to share your experience.  I look forward to your reply.

  Warm Regards, *********/ BWH Hotels/ Ticket CR787583

   

  Customer response

  02/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a state at the best western in Kearny mesa (*********, **). I was provided with a room that was under construction. I was then assigned to another room that was not properly cleaned and in fact there was a used female underwear left on the floor. I notified the hotel manager ********************* and she stated you are reporting this now, you should have reported it at that moment because it put me in a bad place. I explained that the reason I did not, is because when I arrived at the hotel it was late after a 13 hour travel day, walking a good distance to the original room and than a greater distance to the second assigned room, I truly did not have the energy to report it and be moved a third time with all my luggage.

  Business response

  02/14/2024

  Dear **********************,

  I hope this email finds you well.  I would like to extend our appreciation for contacting our office regarding your experience.  The feedback we receive,positive or otherwise, is essential in fulfilling BWH Hotels commitment to providing superior customer care.     I am so sorry to learn of your experience with the Best Western *********/Miramar Hotel and can understand your disappointment. 
  
  This situation is not ordinary, and these incidents are not typical of our brand.  I have escalated your most recent comments to the hotel management, and we will be working locally with our property to improve quality and services. We will make sure that the hotel will not face this type of issue anymore.
  
  To make up for the negative experience, I have posted ****** bonus points to your Rewards account.   I hope this gesture goes someway to showing our commitment to guest service and I hope you will have the chance to stay with BWH Hotels brand again.
  
  Thank you for your loyalty and patronage to BWH Hotels.  We truly appreciate the time you invested to provide your thoughts and will use them to help drive improvements where they are needed.  We are hopeful and confident that this isolated incident will not affect your trust in our organization for the future, and we are looking forward to seeing you in one of our BWH Hotels properties soon, hoping to make it a pleasant stay for you.
  
  Please let me know if you have any further questions or concerns.
  
  Sincere Regards, *********/ BWH Hotels/ Ticket CR804796
  

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