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:07/18/2025

  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.

  I stayed at the Best Western Charles hotel on 7/11 -7/12. They charged me A $166.63 for my stay. And then they charged me $200 and never notified me until I called and asked why. And as soon as I got off the phone they immediately sent me a bill for $200 Within 2 minutes of talking to them but not before that. They sent me a bill 2 days after they had taken the money. They are saying it's for a broken TV I'm not admitting fault I did not do it but that is not the issue. The door to the room was also unlocked and open when we got to the hotel we did not report it because that's not a major issue having the door opened. The issue is they tried to get $1500 from my bank. There was 5 pings at my bank They were repeatedly trying to charge my card various amounts 500 400 300 they got 200 and also tried 100 For a total of 1500. You have to send a bill and then you charge that amount Not try to take whatever you want from an account. The front desk would not let me speak with a manager at The Charleston hotel. It has been addressed with corporate. But they said they cannot do anything on the financial ends because they cannot see how many times they've tried to ping my bank. The Best Western corporate said contact you because they do not deal with that they only deal with customer complaints Not illegal actions or shady practices of business. I also got random text messages from a number that corporate did not know. They said it was not through best western it must have been someone's personal number. My bank is veridian credit Union if you need to speak with them to see the different pings on 7/14. And they continued to try to get money out even after they got the $200. (The screenshot is of the number that randomly contacted me and nobody can tell me who that was) Very unprofessional to have just a random worker text me from their personal number that I have no idea who. It just seemed very weird.

  Customer Answer

  Date: 07/18/2025

  This is additional information I got from the bank that shows that they tried to pull multiple times for various amounts that are not on the invoice. And the invoice was sent after the fact that they tried to pull multiple amounts.  They also got money and then tried to pull even more this is all shown. 

  Business Response

  Date: 07/25/2025

  The guest is correct in saying she stayed at our property on 7/11 - 7/12. The room charges totaled $166.63, which she was charged at checkout. When the housekeeper entered the room #*** (for cleaning) she noticed that the TV was broken, and an HDMI cord was hanging attached to the TV. The Housekeeper notified the ********************** of the broken 50 inch ****** The Tv was brand new and only in that room for a little over a month. The cost of the TV was right under $800.00. I did telephone the guest to advise her of the charge but had no luck reaching her. I had every intention of charging her $500.00, but her card would not take it, I then tried charging $400.00, then $300.00 and finally got an approval of $200.00 I followed that up with and additional $100.00. The total that the card approved for the TV was $200.00. We do know that the TV was not broke from the prior guest as the room was cleaned that morning. I have attached photos of the TV as well as I did forward to the guest from my personal phone number. I did advise the guest if she wanted to dispute the charges to contact her bank. I also checked the shutting of the door and it does shut without pressure. If the door was open when she arrived, she should have notified the Front Desk, no call was made. I have attached two photos of the TV as well as her acknowledgement to damages. 

   

  Thank you

  **** *******

  General Manager

  Best Western Plus

  ***************** 

  St Charles, MO, 63301

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

• Initial Complaint

  Date:02/20/2024

  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.

  Good afternoon, my husband and I booked 2 double queen rooms on 2/17/24 and checked out this morning 2/18/24. Name the rooms were under: ***************************. We arrived around 1-2am, and everything seemed fine so we went to bed. upon waking up, I noticed a small unknown white pill on the floor (that was NOT ours) and a cockroach Also while I was standing at the elevator, there was a housekeeper in one of the rooms cleaning (door open), and she kept making gagging noises over and over and talking to herself about how bad the room smelled and how it smelled like sexNow if we saw these things last night, we would have packed our stuff up and went and stayed somewhere else. I immediately took pictures of both, and emailed them directly to the hotel manager, and she did not reply. So I walked downstairs to the front desk, and addressed my concerns to an employee named *****. She forwarded my issues to the manager and she said that all she could do was take $50 off my room fee since I waited to say anything until this morning. I told her many times that I didnt wait. I did not find them until this morning and told her immediately when it happened. She was completely RUDE and not understanding at all. In fact, she didnt act surprised at what I found. She seemed more worried about not taking accountability for any of it. She never once apologized, asked what she could do, how she could help, nothing. Horrible customer service. The employee, *****, (very nice and understanding and apologetic) told me to email corporate and told me to use her name (she even highlighted it on the paper for me) and tell you guys that the manager is also refusing to call *****-pest control for the cockroach problem The manager kept insisting that she did all she could do since we already stayed in the room, and that she has to charge us something. Again, had I known the state of this hotel, we would NOT have stayed there.

  Business Response

  Date: 02/27/2024

  On the morning of February 17th, 2024, ******************************* approached the front desk to check out. She did have 2 rooms each at the total of $172.38. She advised the Assistant General Manager that upon waking up she found a pill and *****. She stood at the front desk and forwarded pictures of the said items. The Assistant General Manager refunded $50.00 Off her stay on one of her two rooms. The total for both rooms was $344.00 before the deduction, and not $400.00. When I arrived on property on Monday I researched the complaint, to realize that these items were not discovered in her room, but in the hallway, as the two areas have different floor coverings. When I reached out to *******, she advised me she never said they were in her room, so im guessing she woke up in the hallway. . She had an infant and also said that it was a danger to her child, unless she allowed her child to crawl down the hallway she was never in danger. This weekend we were completely sold out and had about ****************** the hotel, checkout is scheduled at 11AM. By the time ******* came to the front desk it was 9:30 AM, which meant lots of guests had used the hallway to go and come from breakfast and to checkout. The pill and or bug could have fallen out of another guests' belongings. I did apologize to ******* but she was not at all happy with my decision. 

  Business Response

  Date: 02/27/2024

  On the morning of February 17th, 2024, ******************************* approached the front desk to check out. She did have 2 rooms each at the total of $172.38. She advised the Assistant General Manager that upon waking up she found a pill and *****. She stood at the front desk and forwarded pictures of the said items. The Assistant General Manager refunded $50.00 Off her stay on one of her two rooms. The total for both rooms was $344.00 before the deduction, and not $400.00. When I arrived on property on Monday I researched the complaint, to realize that these items were not discovered in her room, but in the hallway, as the two areas have different floor coverings. When I reached out to *******, she advised me she never said they were in her room, so im guessing she woke up in the hallway. . She had an infant and also said that it was a danger to her child, unless she allowed her child to crawl down the hallway she was never in danger. This weekend we were completely sold out and had about ****************** the hotel, checkout is scheduled at 11AM. By the time ******* came to the front desk it was 9:30 AM, which meant lots of guests had used the hallway to go and come from breakfast and to checkout. The pill and or bug could have fallen out of another guests' belongings. I did apologize to ******* but she was not at all happy with my decision.