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Business Profile

Hotels

Best Western International Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Best Western International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Best Western International Inc. has 54 locations, listed below.

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    Customer Complaints Summary

    • 210 total complaints in the last 3 years.
    • 97 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      I stayed at Hotel ***************** on July 18th through the 21st. During the stay there were thousands of bugs all over the bed/floor/bathroom. They did not have an extra room to put is in the first 2 nights so said we would only be charged half the price of our full stay. We checked out and they have now charged me full price and will not return calls or emails for my refund.

      Business Response

      Date: 07/24/2025

      Hello Mr. **************** hope this message finds you well.  Thank you for your taking the time to share your feedback regarding your stay with the Hotel *****************, SureStay Collection by Best Western on July 18, 2025 for 3 nights.  I am very sorry to learn of your negative experience and can understand your frustration.     I located a reservation under the name ****** Bradley  that had the same contact number on the reservation and in your BBB complaint: ************, made through Expedia.   I will assume this is the correct reservation.  Please correct me if I'm wrong.

      I will follow up with the hotel manager regarding the promised billing adjustment and get back with you as quickly as possible.   If you have any further questions in the meantime, please let me know.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1061649

      Customer Answer

      Date: 07/24/2025


      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

      Date:07/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Hotel kept deposit states online for every paying adult a child 12 and under is free per adult. Hotel charged me for 3 extra people they just wanted money and wanted to keep deposit.

      Business Response

      Date: 07/22/2025

      Hello Naati ******,

      I hope this message finds you well.  Thank you for contacting the Better Business Bureau regarding your concerns with the Best Western Plus Tacoma Hotel.   I am very sorry to learn of your dissatisfaction and can understand your dissatisfaction.

      Our office received the following response from the hotel's management.   According to the hotel, you never advised them that there would be extra people in the room.  If you would have informed the hotel or put it on the reservation that there would be 3 persons, your original reservation would have reflected a higher rate.  The hotel's maximum occupancy is 4 people in a room.  When the hotel saw that there were extra guests, the hotel had to add an additional charges since they were not sure the ages of the children.  The hotel stands by the charge for the extra guests.

      Thank you again for contacting our office and allowing us the opportunity to assist you.  Please let me know if you have any additional questions.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1053983

       

       

       

    • Initial Complaint

      Date:07/10/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Re: Formal Complaint ************ Access Non-compliance via Best Western Corporate Reservations Line I am submitting this complaint regarding a deeply distressing accessibility-related issue I experienced while attempting to make a reservation through Best Westerns corporate reservations linefor a stay at the Best Western Plus *************** in ***********, ************* be clear, this issue did not occur at the hotel property itself. The problem arose entirely during my interaction with Best Westerns centralized reservations in my reservations booking intentions, as I was ultimately unable to complete a reservation due to a failure to appropriately address a legitimate accessibility need as a disabled individual. The repeated conduct of the corporate reservation staff was uninformed, and grossly *** non-compliant effectively excluding me from the booking process altogether.This kind of systemic failure at the corporate level raises serious concerns, especially for disabled travelers who rely on corporate reservation services to arrange accessible lodging. My experience reflects not a one-time misunderstanding, but a significant barrier to full & equal access rooted in poor training or protocol failures within Best Westerns central guest services team. As a result of this matter, I was forced to book alternate lodging with an *** compliant rental at excess cost. I have already submitted a formal written grievance via email to senior leaders at Best Western, including President ***** Mr. ***** ******* and General *************** *******, requesting prompt and informal resolution. As of today, I continue to wait a timely response to resolve this matter *********** is my sincere hope to resolve this matter promptly and without formal escalation. I respectfully request immediate contact from a member of Best Westerns senior management or *************** to facilitate a fair and full resolution.Thank you kindly for your immediate response.

      Business Response

      Date: 07/21/2025

      Hello BBB,

      I hope this message finds you well.  Thank you for providing the concerns for J. B ******** regarding the Best Western Plus Dragon Gate Inn in ***********, ***********    I am very sorry to learn of their concerns and can understand their frustration.   The hotel's management/ownership received a detailed email/letter from J. B ******** and is handling this directly with them.

      Thank you again and if further information is required, please let me know.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1054417

      Customer Answer

      Date: 07/21/2025

      To Whom It May Concern,


      Thank you for your reply.


      However, I must respectfully reject this response from Best Western (Ticket CR1054417), as it grossly misrepresents the origin and nature of my grievance.


      This matter did not originate solely at the Best Western Plus ***************, but rather from Best Western Corporate Reservations, whereon a recorded callI was explicitly and repeatedly advised that I would be required to present paperwork or certification for my service dog in order to waive pet restrictions and be permitted to stay. Such a demand is a direct violation of the Americans with Disabilities Act ***** and Californias ***** Civil Rights Act.


      To date, I have issued multiple formal legal notices and demands to both Best Western Corporate Legal and the property, including detailed documentation and citations of controlling legal precedent. I have yet to receive any substantive or good-faith response addressing the discriminatory barrier that occurred during these corporate-level recorded interactions.


      I reiterate that this matter merits immediate resolution by Best Westerns corporate legal team, not deflection to the hotel property which was not the sole actor in the violation.


      I appreciate the BBBs continued assistance in ensuring Best Western International is held accountable at the appropriate level for this serious accessibility and compliance issue.

       

      Please also refer to todays updated demand addressed to Best Western Corporate Legal - July 21, 2025.

      Business Response

      Date: 07/24/2025

      Hello BBB,

      I hope this message finds you well.  Thank you for providing the concerns for J. B ******** regarding the Best Western Plus *************** in ***********, ***********    I am very sorry to learn of their concerns and can understand their frustration.   The hotel's management/ownership received a detailed email/letter from J. B ******** and is handling this directly with them.

      Thank you again and if further information is required, please let me know.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1054417

      Customer Answer

      Date: 07/31/2025


      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

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      I was charged ****** on my credit card for Saturday June 14 2025 for a reservation that I had cancelled on May 30 2025 (Confirmation number) #****** for a Best Western Property in ********** ********* ********************* ************** I have talked to the hotel and there General Manager on three different occasions and they have told me that it was a mistake on there end and would be crediting my account for ****** immediately well that was over one week ago now and still no credit issued Can you help me get this taken care of please?**** ******** ************ Thank you

    • Initial Complaint

      Date:06/27/2025

      Type:Product Issues
      Status:
      Answered
      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.
      I am filing a complaint regarding my recent stay at Best Western Hotel Astoria in **********, a Signature Collection property. Over three nights (2 rooms), I paid approximately $1,700 for what was marketed as a 4-star experience. What I encountered was completely unacceptable and not remotely aligned with the standards expected of Best Western or the Signature Collection line. Details of the Complaint: 1. There was no air conditioning or heating in either room. The only way to regulate temperature was to open the windows, which subjected us to constant and unbearable train and traffic noise, making it impossible to sleep. Closing the windows led to suffocating conditions. 2. The bathrooms flooded entirely each time the shower was used, creating hazardous, unsanitary, and uncomfortable conditions. 3. Despite requesting vegan breakfast options in advance and during our stay, there were no accommodations made. 4. The rooms were extremely cramped, and not suitable for the price paid or the rating advertised. We raised these concerns with hotel staff and escalated via Best Westerns customer service (Ticket ID: **********. After outlining the severity of our experience, we were offered a mere ****** Best Western Rewards points, which is not even enough to cover a single night at any Best Western property. We are loyal Best Western customers who stay at your *********************** globally during frequent international travel. We trusted the Best Western brand, especially when booking a Signature Collection hotel. That trust was completely violated in this experience. Resolution Requested: I am requesting full compensation for this stay via a complete refund of $1,700. This is a clear case of misrepresentation, negligence, and failure to deliver services paid for. If not resolved, I will continue to escalate through my credit card provider and consider further consumer protection avenues

      Business Response

      Date: 07/07/2025

      Hello Mr. ************* hope this message finds you well.  Thank you for providing your feedback regarding your recent stay with the Hotel Astoria, BW Signature Collection on 5/19/25 for 3 nights.  I am very sorry to learn of your dissatisfaction and can understand your frustration.   I located the Ticket details of your stay (CR1031118).    Your concerns were shared with the hotel manager and they provided our office with a response.

      According to the hotel's management, they do not offer AC at this location.  It is not stated anywhere online that they offer this amenity.   The hotel also advised that they were unable to make special croissants for you per your request and explained to you that they were unable to do that.  While they are very sorry that you expected a larger room size, unfortunately, this is not something they are able to change.  According to the hotel, you were provided with the correct room that you booked on **********************.   The hotel also advised that with their central location, some noise is to be expected from the city ambience.    The hotel's management does not feel that your concerns warrant a full refund as you requested.

      The last notes in the ticket was on 6/16/25 when you spoke with ******.    She did offer you the Reward points, which you declined.   You advised ****** that you have disputed the charges with your credit card company/bank and that you would be contacting the BBB.    ********** is  unable to provide compensation because you filed a dispute on the full charges.

      I truly am very sorry for this entire experience and will keep your concerns in our records.  We will make sure the hotel is aware of the possible changes they need to make.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1031118

       

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      May 16, I booked a room at the Best Western Galt through ******* for a stay July *****. When I booked, I searched for a pet friendly hotel as I will be travelling with my dog. I selected the non-refundable rate for a King ****** pet friendly hotel room. A sibling who uses this hotel frequently for business suggested I call to confirm as he did not believe it to be pet friendly. Sure enough I called the hotel to confirm my booking. They stated that they are pet friendly for SERVICE ANIMALS ONLY. My dog is not a service animal. The concierge I spoke with referred me to the Hotel Manger who confirmed it is pet friendly for service animals only. He then stated he would not refund my money but would allow me to stay with an additional fee of $50. I refused as that was bait and switch. I booked a pet friendly room, paying the full amount, reduced only for the non-refundable. I was not dishonest in my booking, they were dishonest in the advertising. ******* tried to reason with hotel, but they refused. I do not believe under these circumstances I should have to pay extra when it was not upfront. And I should be refunded. The hotel even tried to argue that they are fully booked so refunding me would hurt that. Which makes no sense. this is deceitful and unfair to me. At the time I called, the stay was 3 weeks away. Because of their deceitful advertising, I want to be refunded what I paid.

      Business Response

      Date: 06/23/2025

      Hello Ms. **************** hope this message finds you well.  Thank you for contacting our office through the Better Business Bureau regarding the reservation you made through Expedia for the Best Western Galt Inn located in ****, ** for arrival date July 11, 2025 for one night.  I am very sorry for this situation and can understand your frustration.

      Our records show that this hotel is NOT pet friendly, however per *** ****, they do and will accept all service animals.  If Expedia is showing this property as being pet friendly, they are  advertising the hotel incorrectly.  The hotel has been a non-pet friendly location for many years.

      Per good measure, I will follow up with the hotel manager again to see if they can make an exception.  Please keep in mind that I cannot guarantee the outcome.  I will follow up with you as soon as possible.

      Thank you again for sharing your concerns.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1045347

      Customer Answer

      Date: 06/23/2025


      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,

      **** Irizarry *******

       

    • Initial Complaint

      Date:06/12/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      I made a reservation on ********************** today for 2 rooms. After receiving multiple e-mails confirming my reservation at the Best Western location (along with the confirmation of the total cost of stay $912.42), I cancelled my original hotel reservation I had with *************Later on in the day, I receive a call from Best Western to tell me they need to cancel my reservation because of a pricing "glitch" on the website. The only help offered by Best Western was to help me book rooms at their current rates, which are significantly higher. The misleading price on the Best Western website caused me to lose my IHG points reservation. The original hotel reservation I had with ************ was made with *** points. Currently, award nights are no longer available at ************ for my travel dates. I can no longer book ************ with points. To re-book my original hotel reservation with ************, the total cost of stay looks like it will be $2,385.88. I tried calling Best Western support a couple of times, but they said this situation is at the Best Western location's discretion, which is to completely ignore the mess they caused.

      Business Response

      Date: 06/13/2025

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

      I hope this message finds you well.  Thank you for sharing your concerns with the Better Business Bureau and with our corporate office.  I reviewed the ticket details (CR1039460) and the reservation that you booked online.   I truly am very sorry for this situation and can understand your frustration.

      Please understand that these rates were an obvious system error that the hotel was able to catch and notify you right away.  There are no known rates in today's industry that are $25.90, $29.90 and $33.90.  The hotel manager is extremely sorry for this inconvenience and feels that you were notified immediately and provided enough time to make alternate arrangements.  The hotel will not be able to honor those rates or provide any additional compensation.

      As a good will gesture from our office for this rare situation, I would like to send you a Best Western gift card for $100.00.  You may use the gift card at any Best Western hotel 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:  *******************************

      Please be advised that this offer will stay at this amount and will not be increased for any reason.

      Thank you again for taking the time to contact our office and I look forward to your reply.

      Warm Regards, *********/ BWH Hotels/ Ticket CR1039460

       

      Customer Answer

      Date: 06/13/2025

      Thank you for your review labeling the rate for the confirmed reservation an obvious error.

      I only see $25.90-$33.90 rates cited in the response, but my email confirms $56.70/night per room (~$65/night after taxes/fees, $912.42 total). To a consumer, that is not an obvious error. 

      It is also stated that I was notified right away, but was called 4 hours later on June 12 after the initial reservation confirmation. After a second e-mail confirmation an hour prior to the call from the hotel, I proceeded to cancel an IHG point booking. This booking is no longer available. The same booking is currently estimated at over $2400, which is a ~$1500 loss. The hotel's "error", second reservation confirmation, and delayed notification of cancellation is causing this hardship. 

      Additionally, Best Westerns Terms and Conditions lack specific booking terms or clear coverage for price mistakes, only vaguely stating errors can occur without guest protection details. This ambiguity, combined with the verbal notice and no written confirmation, violates fair practice expectations. The $100 gift card (7% of my loss) is inadequate, especially with a customer that had a firm budget. With the lack of clarity and significant financial hardship, I am requesting a compensation amount that is closer to the amount of loss.

      Business Response

      Date: 06/25/2025

      Hello ******* ****,

      Thank you for your reply and additional comments.  I will share your message with the hotel manager for further review.   Please understand that our office cannot force the hotel to respond further, however I will send it back to them for consideration.

      Regarding the $100 gift card offer, I am increasing the amount to $150.00.  This amount is our final resolution offer from our office and will be available to you should you choose to accept it.  If you do accept it, please let me know if you would like it sent to the following email address we have on file:  *******************************

      Thank you again for contacting our office through the Better Business Bureau and I look forward to your reply.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1039460

      Customer Answer

      Date: 06/30/2025


      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 do not want to spend any more effort on this matter, as it seems the specific Best Western location is not working with me or with their corporate.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******* ****

       

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Message below was sent on 5/25/25, manager didn't respond We stayed on 5/24/25 at ******************************* A large car club members were on site & parked in hotel. Asked clerk if there was a noise ordinance a because I wanted to assure that we rested. The front desk said they remind guests to keep quiet. Unfortunately & to our bad luck the *************** was furthest from restful. People began to party around 9:00 pm, not an easily annoyed person, I thought maybe they would quiet down. I was so tired that I fell asleep with the loud noise for about an hour, When I woke up the gathering was louder & more people. My family & could not sleep. I called reception at 12:30 am to complain about the partying in front of our room window. They said they had been told to quiet down & the police was called. Minutes later the police drove by, but the people outside saw the patrol call early enough & turned off the music & hide their beer in the turquoise car, The police did not talk to them, just drove by the parking lot & left. The partying, continued louder. At around 3:37 am someone kicked our room ************** We didn't know whether to call the police or the front desk, so we decided to wait it out. The partying stopped at 3:57 am. I called the front desk the following morning and spoke to a front desk. I told him the *********** said they were aggressive with them too. He said the police called 2x.. The situation was handled terribly. The police guests who were not staying in your establishment were creating a disruptive environment for the rest of your guests. At the end of the day, your business has a duty to assure & provide a safe, accommodating & resting place for ALL your guests. You failed to provide the services that we expected and paid for. As a result I am requesting my credit card to deny the charges of $360.00 See attached ************ proximity to our room (#***) window.***** M. *******

      Business Response

      Date: 06/05/2025

      Hello Ms. **************** hope this message finds you well.  I would like to extend our appreciation for contacting our office regarding your experience with one of our Best Western properties.  I am very sorry for your disappointment and can understand why you would feel that way.

      You provided the address for the hotel, however not the City and State.  Please let me know the exact location of the Best Western hotel to further assist you.  Thank you kindly and I look forward to your reply.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1035863

       

    • Initial Complaint

      Date:05/30/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      ******* ***** Acct # : **************** Ticket # ****************** # CR1031050 So I stayed at the Best Western Plus ********* *********** in ************ on Saturday, May 24th, 2025 (Confirmation # ********* & spent $120.70) on May 25th 2025, (Confirmation # ********* & Used over ******+ points) and as well as May 26th 2025 ( Confirmation # ********* & Used over ****** points, plus spent about $28 as well) for these three particular nights. First night was fine, with no problems, so we stayed an extra night, which is when my fianc started breaking out in bumps all over her body (which you can clearly see from the pictures provided) to which we waited a few hours to see if she just had a reaction to something. But after that allotted time, we quickly realized it was nothing to play with, because bumps started showing up ovwr her whole body, and then I started to get some. So I promptly went down and talked to the night agent at the desk, who advised me to contact the manager in the morning. To which I did. And after talking with the manager, who I realize now is the actual owner too, I quickly realized she wasnt going to do anything about us being bitten by the CLEAR bed bugs. She tries every excuse she could, from us being allergic to ************ (which we arent. We use both at home) to telling me Im a straight up liar. So I told her we would not be staying there any longer ans that I spent a lot on this room and want my money back. She refused, and ao I contacted customer relations who assured me if the manager wouldnt do anything, THEY WOULD! So I contact them back for compensation ans they TAKE HER SIDE and tell me there is nothing they can do! Ive been nothing but loyal to this trash brand, as I am a DIAMOND SELECT MEMBER!!! But if after showing evidence, and being told by **** and the owner that Im pretty much lying? I am done with Best Western! I dont just want ****** points! I want enough to cover ALL THREE NIGHTS OR IM DELETING MY ACCOUNT! Simple

      Business Response

      Date: 05/30/2025

      Dear Mr. ************** hope this message finds you well.  Thank you for sharing your concerns with our office regarding the Best Western Plus ********* ************  I am very sorry to learn of your dissatisfaction and can understand your frustration.

      I reviewed the ticket details of your complaint (CR1030896 and CR1031050).  The hotel manager advised our office that they have been in direct contact with you regarding your claims.  They also had their Orkin representative come out and investigate the room for any signs of bed bugs and according to Orkin, nothing was found.

      The hotel manager advised that they will not issue any refunds or post any Rewards points for your stay.  I realize this is not the expected outcome you were anticipating.  As an intermediary between the member establishments and the guest, BWH Hotels aims to achieve a satisfactory mutual solution. Sometimes this does not occur,as in the case of your complaint.  We support your right to seek other avenues that may be able to assist you with a more detailed investigation in your pursuit for further satisfaction.  

      Thank you again for contacting our office.  

      Warm Regards,  *********/ BWH Hotels/ Ticket CR1030896

      Customer Answer

      Date: 05/30/2025

      so you scammers are gonna take the side of the business??? AFTER I AHOWED PROOF TO YOU IDIOTS???? So my pictures mean nothing? SHE LIED TO YOU ALL AND YOU JUST ACCEPT HER LIE??? So you all arent gonna keep up your end where you said you would give me points back if the hotel didnt do anything???? You record the phone calls, GO AHEAD AND PLAY THEM BACK AND HONOR YOUR WORD!!!!! YOU SCAMMERS HAVE LOST A GOOD AND LOYAL CUSTOMER! ITS OVER! Add the points to my account!!! S**** that ********************** manager! You can add them LIKE A REPRESENTATIVE SAID THEY WOULD!!!! 

      Business Response

      Date: 06/10/2025

      Hello *****, Better Business Bureau Representative,

      Thank you for providing Ms. ******* additional comments. Whereas we understand her concerns, our office is unable to override the hotel's decision.  According to the hotel's management, Orkin came out to inspect the room and property.  They were unable to find any bed bugs as Ms. ***** alleged.   

      As an intermediary between the member establishments and the guest, BWH Hotels aims to achieve a satisfactory mutual solution. Sometimes this does not occur,as in the case of this complaint. We support her right to seek other avenues that may be able to assist her with a more detailed investigation in her pursuit for further satisfaction.  

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1030896

       

    • Initial Complaint

      Date:05/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We went to ******* for a festival between May 15th through 19th. We didn't have our room cleaned the entire four-day period that we were there. We went for a festival and told them we'd be out of the room by noon. They knocked on the door at 9 am anyways. They told me they couldn't come after noon because "the staff stops working by then." Ok, so why can we not check in until 3 PM if there's no cleaning done after 12 PM? They even showed me some clipboard with a list of staff and their hours. Why is it my problem that your cleaning staff leaves early in the day? There was also no breakfast when I got to it. It's supposed to last until 10 AM. I got there at 9:30 and everything was empty and they didn't bother to refill it. All of the warm food was gone. There were no pastries left, and all the packets of oatmeal and fruit were gone. That means that four people had to pay for breakfast every single day because the facilities didn't bother to keep up with their food stocks. The bathroom in the hall was filthy. There were stains in the toilet at pretty much all hours. Overall, it was just disgusting. Just because there's a festival in town and you are completely full doesn't mean that your customers that had to pay $1750 for four nights should be expected to live in filth for that entire time.

      Business Response

      Date: 05/29/2025

      Hello Ms. ******,

      I hope this message finds you well.  Thank you for your providing your feedback to our office regarding a Best Western property in *******, ***  I am very sorry to learn of your dissatisfaction and can understand your disappointment.

      In order to better assist you, please provide the name and address of the Best Western hotel in Daytona.  Thank you kindly and I look forward to your reply.

      Warm Regards,

      *********/ BWH Hotels/ Ticket CR1032365

      Customer Answer

      Date: 05/29/2025

      Best Western International Speedway Hotel

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

      Business Response

      Date: 05/30/2025

      Dear Ms. ******************* you for your reply and for providing the name of the Best Western property.  I am very sorry for the concerns you had during your stay with the Best Western International Speedway 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 would like to send you a gift card for $150.00.  You may use the gift card at any BWH Hotels property, and the card will never expire or depreciate in value.   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.  You will receive the card by email in 7-10 business days.  Please let me know if you would like the card sent to the following email address: ********************************

      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 CR1032365

       

      Customer Answer

      Date: 06/06/2025


      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.  I appreciate it and that is the correct email address.

      Regards,

      ****** Donini ******

       

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