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Business Profile

Hotels

Best Western Plus Executive Residency Rigby'S Water World Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:04/23/2025

    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.
    3 rooms booked for a stay at the Best Western Plus in Warner Robins on 1/16/25. Originally, they were all booked in one person's name '****** ******'. That reservation was adjusted (the site reads that a cancellation would not be needed). When the 3 employees arrived, there was not a credit card authorization for the rooms so my GM had to use his personal credit card to pay for the rooms. Our Corp card was charged for the rooms as well (with an authorization form. We emailed the GM, Mike D****, who stated that if we provided the credit card authorization form, that he would refund the charges they made on our GM's personal card. We provided the authorization forms but Mike D**** is refusing to honor the refund the he said he would give stating the original rooms were never canceled. We have made several attempts to Mike D**** but with no response. All we are asking is that he honor the refund he said would be given when we provided the necessary forms.

    Business Response

    Date: 05/02/2025

    I have read the notes in this complaint.  It was stated that a credit card authorization form was sent to me in order to reverse the No Show charges from one credit card to another.  I have done a deep search of my business emails, and I do not have a credit card authorization form regarding this matter.  I would be happy to send one of our digital authorization forms to reverse the charges from one card to the other.  Please be aware that it is not the responsibility of the hotel to reverse charges to a credit card due to a guest receiving a No-Show charge to their account due to not cancelling a reservation or the guest not checking in on the arrival date.

    Customer Answer

    Date: 05/06/2025

    Complaint: ********



    I am rejecting this response because: I did send the authorization forms requested on 2/10/25.  I am not asking to refund a card & charge to another.  Three rooms were booked for 1/6/25, all in the name of ****** ******.  That reservation was corrected to each individual person staying.  No other additional rooms were booked.  When they showed for the reservation the 3 rooms that were booked, they said there was no credit card authorization on file so our GM, ******* ******** paid for the rooms on his personal card.  We received our credit card statement & there were room charges from Best Western for this reservation charged to our company card.  We requested that the GM's credit card charges be refunded since the charges hit our company card.  The GM for Best Western sent us an email stating that he would refund the charges for ******* ******** if we would complete & return the credit card authorization form.  Ths=is form was completed & returned on 2/10/25 but no refund has been issued for our company card or ******* ********'s personal card.  are asking that the GM, Mike D****, honor his word in the eamil he sent to refund the charges on Mr. ********'s personal card.  We have no issue paying for the rooms.  We are just not willing to double pay for the rooms & ask that Mr. D**** honor his word in refunding these charges.  We did not book 6 rooms. 




    Sincerely,

    *** *****

  • Initial Complaint

    Date:08/09/2022

    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.
    On August ** 2022, my family and I checked into Best Western Plus in Warner Robins around 2pm. The price to stay for 1 night was $226.63. We left the room to visit a few places and then returned around 9pm. I was lying on the bed watching tv with the lights out and that's when the bugs began to come out. There were roaches crawling on the blinds and hug water bugs on the floor. Which I am allergic to the water bugs. I contacted the front desk and they offered to give me a king room, but I could not stay there with those disgusted bugs and my grandkids. I expressed to the front that I wanted a refund and me and my family packed our bags and left coming back home the same day around 11:45pm. The front desk said that I would have to talk to the manager, so I emailed 2 managers on Sunday, August ** 2022 in the morning, no response. Then, I called and left a message on Monday, August ****** in morning, no response. On August ******* I received an email from Mike ***** about not refunding me all of my money because his agent offered me another room , I didn't take it. They only gave me a back $46.00. The facility needs to be exterminated. I have never experienced this at a hotel before and they should not be allowed to keep my money when I didn't stay there. No one should have to stay under these conditions, nor did I sign up to stay at a roach hotel

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 5, 2022/08/19) */
    My name is Mike *****, and I am responding to this consumer's complaint regarding their recent stay at The Best Western Plus Executive Residency hotel. The overnight front desk agent on duty when Ms. **** was a guest of our hotel left us a letter recounting his interaction with Ms. **** regarding this matter. In his letter, the front desk agent stated that he offered the guest another room to sleep in due to the issue that she incurred back on August **** He also stated that she refused the one room and wanted two rooms instead, which was not an option. He also stated in the letter that Ms. **** refused another room stating that it would have the same issue as the current room and wanted a full refund. Since the guest refused any attempt, on our staff's behalf, to resolve the issue we only issued a credit for the pest issue. It is our policy not to issue monetary refunds if a guest refuses the attempts on behalf of our staff, to address and/or resolve a guest complaint.

Best Western Plus Executive Residency Rigby'S Water World Hotel is NOT a BBB Accredited Business.

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