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:07/16/2025

  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.

  Upon entering the room, I was immediately met with a strong, moldy odor that persisted throughout the stay. In addition, I noticed multiple cleanliness issues that raised serious health and hygiene concerns, including:Visible dirt and grime on the headboards Floors that appeared unclean and sticky to the touch Walls that were literally sweating, giving the room a damp and musty atmosphere An overall lack of proper ventilation and air circulation These conditions made the stay extremely uncomfortable and left me concerned about potential health risks. I do have pictures of the above. Days later, hotel over charged us for our stay. We were scheduled to stay for 6 nights. We checked out on day 4. Hotel agreed to only charge for 4 nights; they would refund us $50.00 plus one night. They were only suppose to charge us $672.52, but the Hotel charged my husband $1000 on July 9. They refunded $20.00 plus $110.00. The cost of our stay was $148.79 plus ***** per night. We contacted the hotel and corporate. After speaking with ******* and ****** (from Corporate), I was told to await 2 - 5 days to clear up this matter. Today (7/15/25), no response I called and spoke to ******. I gave ****** my ticket number. According to ******, there has been no feedback from the manger at the property. ****** continue to go back and forth with me and did not want to transfer me to someone above him. He continue to tell me to wait for a response. I am disgusted with this whole experience: hotel and Best Western so called customer service I would never stay at another BEST WESTERN in my life. Staff is giving the run around even after I was told that I would get a response in 2 - 5 days. Five days later no response.

  Business Response

  Date: 07/16/2025

  We are sorry to hear that this guest was dissatisfied with their stay. However, we would like to clarify and provide accurate information regarding the concerns raised.
  Our property is located on the ************** coast, where humidity levels in July are extremely high. If the air conditioning unit is not kept running, rooms can become humid, which may cause a musty smell. Proper ventilation is maintained when the ** is in use, and there is no underlying issue with our rooms.
  Regarding cleanliness, I personally inspected the room after check-out. I noted a small sticky area on the headboard and a spot where a different shade of stain had been used for a previous touch-up. It is unclear if the sticky area was present before or after the guests four-night stay, as these concerns were not reported during their visit but only after departure.
  As for billing, the guest was not overcharged. At check-out, we provided a $50 credit for guest satisfaction. After the guest contacted Best Western Corporate, I personally called her the very next day and offered an additional $110 credit, totaling $160equivalent to one free night. I also emailed the updated receipt at that time. During this conversation, the guest expressed satisfaction with the resolution.
  Later, the guest contacted Corporate again claiming a $1,000 charge, which is incorrect. No such charge was made. All transactions were verified, and the correct refunds were issued as promised.
  We value all guest feedback and strive to address any concerns promptly and fairly. While we regret that this guest did not enjoy their stay, we believe we handled the situation appropriately and in good faith.

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  April 18, 2023 Greetings, I hope this email finds you well. I am filing this complaint regarding a recent experience at the Best Western ***************** at **************************************************** Beach, **************. From bed bugs to mold, my experience was filled with disappointing events. When I addressed my concerns with the hotels property manager, her response included untruths about the condition that I left the room and other misinformation.Moreover, despite providing documentation that clearly shows that the manager told untruths, the companys customer care center was unable to assist. Please review the attached files. These files include a copy of the email exchanges between me and the company, photos from the room, a link to the video I took of the room right before I checked out, and a link to the voicemail left by the property manager stating that the room in a state of disarray. As an educator for special needs students, I continuously emphasize the importance of being honest. As such, perhaps more than the room conditions, the fact that a business would knowingly promote untrue statements about their customers is troubling, at best. The manager stated that I was given a partial refund because the room was in disarray. A review of the documentation proves that this was not true. Accordingly, I respectfully request a full refund for my stay at their facility. Feel free to contact me if you need any additional information. I look forward to hearing from you soon. Take care. ****************************** ************ ********************** Link to voicemail received from property manager:****************************************************************** Link to the video recording of the room prior to checkout. ************************************************************************* Note. The two bags and the food on the counter were taken with us at checkout.