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Business Profile

Hotels

Best Western Plus

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:01/16/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 November *** 2023, I booked the event room to host a baby shower for my friend. The event was booked for January *** 2024. I was informed that the tables would be set up before my arrival. My time slot was from 2-6 pm. When we arrived at the room the tables were not set up and there were cleaning carts in the room.

    I was informed they were not aware there was an event and they are usually made aware the day before so the tables would be set up. They also were not aware of how to set up the table when I clearly remember telling the individual the day I came to book it exactly how I wanted it from the images that were shown to be. I had also called earlier that week of the event.

    This caused a huge inconvenience because we were still having to set up when guests started to come in. We had to have the guest wait out in the lobby while we finished the final decorating. I am not the type of person who wants to keep their guest waiting and this was very much embarrassing as a hostess.

    We had booked an event last year in January 2023 for a New Year's program and this was the same situation that happened but I gave the benefit of the doubt that it was just a one-time thing and did not expect to have to go through this the second time around.

    I spoke to the front desk regarding this situation on the day of the event and I was told to call Tuesday. I also emailed and called on Tuesday for the manager but when I called Tuesday I was informed that the manager would not be back until next week. I do not have the energy to go back and forth with calling them regarding a problem and inconvenience on their part so I am going directly through the BBB.

    Customer Answer

    Date: 02/13/2024

    I write a review on ****** regarding the situation. The manager responded stating she will try to fix it but never responded to my email or gave me a way to contact her. I called the hotel and she was not there. I asked for a call back and never received a call back from the manager. 

    Customer Answer

    Date: 02/13/2024

    I write a review on ****** regarding the situation. The manager responded stating she will try to fix it but never responded to my email or gave me a way to contact her. I called the hotel and she was not there. I asked for a call back and never received a call back from the manager. 

  • Initial Complaint

    Date:07/10/2023

    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.
    My family and I stayed at the referenced hotel from *** to **** The morning of *** we woke up to find several roaches, roach eggs, baby and adult roaches. I went to the front desk and spoke with a manager by the name of Tiffany. I explained the concern and provided a video. The manager asked that I contact the third party, which the booking was made through in order for compensation. As instructed, I contacted the third party being ********* who in turn contacted Tiffany and was told that the GM, Ms Laura C******* denied any refund or compensation. This is unacceptable as there were baby roaches and egg crawling on my items, I left several items in the hotel in fear that I would bring roaches into my home. The hotel is very much aware that they have a roach infestation and have not made customers aware prior to their stay. I would like a full refund.

    Business Response

    Date: 07/12/2023

    Thank you for your feedback. I've asked the staff that you mentioned by name and they claim that the photos you showed were taken outdoors. Not inside the building.  In the great state of Georgia, bugs in the summer are as common as.sugar in our tea.

    If you'd like me to consider a refund, please send any future correspondence, including the photos,  to me at ************************

Best Western Plus is NOT a BBB Accredited Business.

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