Complaints

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.

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of transaction:01/21/2024 Amount of money payed: $178 We rented a room but got a flat and could not make it. Insurance was also payed for in case of an emergency. We attempted to come to an agreement asked for the money back since we did not make it to the reservation they said no. We asked them to switch the day and we can pay the difference. We had to run up our credit card for the flat because the hotel would not help us out and slept in the car in a dangerous location. It was a very scary experience .

  Business Response

  Date: 03/11/2025

   The guest booked a non cancellable reservation through *********** I tried to upload the document for you but it is too big. He was charged as a no show.

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 10/20/24 I reserved a room at this hotel for 4 nights at $96.72 per night and a late checkout for an additional $20.00, totaling $457.16 for the dates of 11/7/24 - 11/11/24 which would be charged to my card upon arrival.I received an email on 11/6/24 reminding me about my reservation the next day.On 11/7/24 at 8:21 am I called the hotel to inform them my flight would not be getting in until past midnight and wanted to insure my reservation would not be canceled. The representative assured me I had until 3:00 am to check in. I arrived via **** at 1:52 am. I was told as soon as I walked in that they were fully booked. I explained I had a reservation. The representative informed me my reservation had been cancelled and there were no rooms left for the night. I showed him on my screen in the app showing my reservation is still active. He said they have no rooms left for the night but to call the manager in the morning. All of the hotels around us were fully booked so we had to go back to the airport and sleep in the airport. I called the main number for Best Western and was told my reservation had been cancelled at 1:59 am, so while I was still standing at the desk. I called the manager the next morning and was told if I wanted to book a room with them for the rest of my stay then I had to pay a higher rate because it was my fault the reservation was canceled due to a card decline. I never had the opportunity to give them a card to charge in the first place, so that was false and I wanted the room for what I originally reserved it for. She said no, and if I wanted to stay I had to pay the higher rate. So I agreed because I had no where else to go but protested. I only had a room for 3 nights instead of 4, and I did not receive my late check out. I had to pay $232.47 more than I originally reserved it for.I would like a refund for the amount I was defrauded into paying.

  Business Response

  Date: 12/16/2024

   Hello,

     When any guest books a hotel room a credit card is required. Oftentimes guests provide credit cards that are blocked or restricted as in this case, the card declined when a charge was attempted at 6pm.

     The guest was called and we left a voicemail which the guest did not respond too.

    An hour later we cancelled the reservation as per company policy, and all aspects of the reservation were cancelled due to credit card decline.

      The next morning the guest showed up at 5 am and was given the prevailing rate to stay at the time. The guest is currently harassing us by this complaint and there is absolutely no refund due to the guest.

             Sincerely,

             ******** ******

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22595923
  
  I am rejecting this response because: absolutely NO phone call was made and no voice mail was left regarding my reservation. I have attached my phone records directly from my service provider and as you can see the ONLY phone call that was made on November 7th was ME calling the hotel to confirm it would be okay for me to arrive around 1:00am since I had a late flight. When I came into the hotel on November 8th at 1:21 am, which has been proven by the receipt I originally attached from our Lyft driver, I was immediately told all the rooms were booked before I was able to explain I had a reservation. When I spoke with the front desk representative at 1:21am I showed him a still active and current reservation on the Best Western app. When I went outside at 1:30 am after being told no room was held for me, THAT is when the current reservation was deleted from my Best Western app saying it was cancelled. In addition, when a reservation is cancelled the customer receives an email, I received no such email prior to me entering the hotel. When I called corporate I was told the reservation was canceled at 1:29 am, a few minutes after I arrived at the hotel, which would explain why I still had a current reservation when I got off my plane at 12:00am and why it still showed current on my Best Western app when I arrived. I used the same credit card to rebook the room. 
  Wanting a refund for this bate and switch is not harassment, making a complaint for the way I was treated and this matter was handled is not harassment. However, the way I was taken advantage of is illegal and considered fraud. According to the *** a hotel cannot advertise a room at a lower price only to then tell them the room is not available and pressure them into booking a more expensive room.

  At this point I am trying to handle this outside of court, however, if this aggressive behavior continues I will let a court decide if I am owed my refund in addition I will make sure others are not duped into the same situation I was by letting others know of my experience and the response I received when I tried to resolve the problem peacefully. 
  
  Sincerely,
  
  ****** Blazek *****

  Business Response

  Date: 12/17/2024

   This is a copy the credit card declined. As per company policy once your credit card is declined, per policy your reservation is no longer valid and is cancelled.

   We will not respond to the harassment any further.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22595923
  
  I am rejecting this response because: once again, your definition of harassment is improper. Since you will not be attempting to resolve this matter amicably, I will file a legal suit. 
  
  Sincerely,
  
  ****** Blazek *****

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  08/07/2023. After several complaints made to front office about broken air conditioning, infested cockroach baseboards, and one of the employees telling my husband that the reason my son who is 6 years old is autistic is because obviously we were either on drugs when I was pregnant or on drugs now and this was just out of a normal conversation. At our last day at this hotel our room had another issue of a leaking air conditioner into the room. all of my husband's clothes got sopping wet. We were instructed to throw the towels down and the sheet had probably fallen off the bed at one point and got wet as well. We opted to change rooms and the next day I was supposed to get a discounted rate for a room. Well I woke up to a phone call from the manager on the day of our "discounted night" stating she was not renewing our stay because there were too many damaged linens and that don't worry we can go ahead and check out at 12:00 p.m. but at around 9 am my husband got back from a work meeting and got himself breakfast where the manager also stopped him to tell him that they were not renewing our stay and he asked her to explain a little bit further into the linen thing and she said well I don't have to tell you this, the reservations not in your name. so when he came up to me and we were speaking about it he mentioned why don't I call down to the office and ask them to elaborate on the towels and linens. No less than 15 minutes later after I got off the phone the police were there to ****** us out and to trespass us from the hotel like we had just set it on fire. All I did was ask one of the managers to elaborate the damage linens because I wasn't getting a straight answer. But yeah we're still forgetting that one of the employees told my husband that my son's autism is due to us being on drugs during pregnancy or after only because she has a friend that has a son who's autistic???!!!!????? I'm also contacting the ***

  Business Response

  Date: 08/30/2023

  Hello,

  Please find the guest page attached from our property management system.

  Guest was asked to leave the property and are not welcome back.

   

  Note, guests wanted to extend but due to guests damaging the room and linen were removed from the property.

  Sincerely,

  Owner

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20460756
  
  I am rejecting this response because:

  
  1. Damaged linens are not a reason to call the police on someone and have them trespassed

  2. Damaged linens are not a reason to have one of your staff members say that a child's disability is due to drugs. Only because that child makes a little too much noise in the middle of the DAY 

  3. Damaged linens are not a reason to have one of your rooms infested with cockroaches and then have a staff come spray and leave the dead roaches everywhere.

  4. The linens were damaged because your FAULTY air conditioners was leaking and that was what we were instructed to do.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 booked a room for March 6th 2023 from their website shows 3.5 rating with good review. When I went to check address on a different site it showed multiple horrible reviews with pictures. I was horrified. I called , emailed requesting a cancellation .(Their desk person I spoke to agreed it was bad) They would not and charged my card. We did not stay as we feared safety and cleanliness concerns. The hotel next door that we stayed in agreed it was bad also. I feel its false advertising not close to what the hotel actually is. They have it that you cant cancel even if you find out the the hotel is a **** if even that.

  Business Response

  Date: 07/13/2023

  Ms. ******************** had a non cancelable reservation and was charged for one night stay, ****************** never came to the hotel to check in she called on the phone to cancel the reservation after booking the reservation. Our employee told her that she had a non cancelabe reservation and would be charged for the one night.