Best Western International Inc.

Complaint ID [redacted]File [redacted]Dear Mr. [redacted],Thank you for contacting the Revdex.com regarding your reservation with the Best Western [redacted], MD location.   I sincerely apologize for the booking error made to your 4 night stay.When an...

error like this occurs, our office is only responsible for the first night of your stay as you are able to re locate after the first night without a charge.If you chose to stay the additional 3 nights, this would have to be payed for by the customer.I sincerely apologize for this unfortunate situation.Please let our office know if we can be of further assistance.Sincerely,[redacted]Best Western International

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.Best Western claims that the gift card was sent to me via email on January 5,2015 and used by someone (not me) on March 1,2015 at BEST WESTERN Crossroads in Indianapolis, IN.I reject their position that the card is the same as cash and they are not responsible for unauthorized use based on the following: 1.  They sent the card via email, which they have not provided any proof. 2.  It seems to me somewhat unusual that the card numbers are sent via unsecured email, not requiring some kind of activation or authorization by the legitimate customer. 3.  If they were honestly interested in resolving my claim they would contact their location in Indianapolis, IN and follow up with the customer who used the card. 4.  Finally, there is no mention of the "same as cash" policy in the two page fine print details regarding the low-price guarantee.  I'm sure they included it in the email I never received on Jan 5, 2015I find this whole situation unusual, I run a business and can't imagine treating a customer like this.Regards,

Kevin [redacted]

Dear [redacted],Thank you for contacting the Revdex.com regarding your recent stay with the [redacted]. I sincerely apologize for this unfortunate incident.I am sorry that our office is unable to assist with this matter further. The...

hotel has a strict smoking policy in which they are adhearing to in this case.Sincerely,[redacted]Best Western International

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Best Western Plus - Windsor Inn[redacted]

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 BEST WESTERN Inn of St. Charles[redacted] Main StreetSaint Charles , Illinois 60174-2372, United StatesPhone: [redacted]

Dear Mr. [redacted],

Thank you for submitting your concerns with the Revdex.com regarding your stay with the BEST WESTERN PLUS [redacted] & Suites located in Houston, TX.   I sincerely apologize for the dissatisfaction of your stay.

As a good will...

gesture from our office, I would like to send you a Best Western Travel Card for the amount of $50.00.  You may use the gift card at any Best Western location and the card will not expire or depreciate in value.   Please contact me directly at [redacted] or email to [redacted] to accept my offer.     I look forward to hearing from you soon.

Sincerely,

Best Western International

File [redacted]
 
This will be reviewed again and we will follow up with Ms. [redacted] as quickly as possible.
 
Sincerely,
 
Elizabeth C[redacted]
Best Western International

File [redacted]
 
I sent Ms. [redacted] a direct email asking for more information on the Best Western property.
I sent the email to the following email address:  [redacted]
Waiting for a...

reply. 
Elizabeth C[redacted]
Best Western International

Best Western is according to a phone call yesterday is investigating within their system the communication breakdown.They still seem to be confused referring to my involving "social media" . I have only contacted you regarding the matter. I Am still waiting to hear from them the specific way in which my refund will be issued: A refund they admittedly owe me.
Thank you
Sandra J. C[redacted]

Complaint ID [redacted]Thank you for contacting the Revdex.com regarding your recent stay with one of our Best Western properties.I would like to assist you further with this matter, however I need to know the name and location of the Best Western...

property.Please contact me directly at [redacted]Thank you kindly in advance and looking forward to hearing from you.Sincerely[redacted]Best Western International

File [redacted]Hi [redacted],Thank you for your response.  I sent your concerns to our Supervisor team in our Rewards Department.They will contact you directly as soon as possible.Thank you for allowing our office to assist you with this matter.Sincerely,[redacted]Best Western International

Dear Mrs. [redacted],Thank you for submitting your concerns to the Better Busines Bureau regarding your reservation with the Best Western PLUS Cristata Inn located in Uncasville, CT.     Our records indicate that you contacted our office yesterday and spoke with our Lead...

Specialist, [redacted].    He explained to you in depth that the hotel did have the right to cancel the reservation without having a valid credit card on file.    I truely am sorry for this unfortunate incident, however I cannot force the hotel to offer any compensation at this time.   Please let our office know if you have any additional questions or concerns.Sincerely,[redacted]Best Western International

Review: In June, I stayed at the Best Western [redacted] hotel in [redacted] for two nights. First, the check in process took an incredibly long time, in part because a reservation I had made over the phone was lost/could not be found, even though I provided a print out of the confirmation below. The front desk agent disappeared for a long period of time, provided no information, and then returned to say the room wasn't ready and to come back in a few hours. When we returned, there was a different agent at the desk, who also could not find the reservation, and we went through this again. Evidently they lost our reservation. Though they didn't explain what happened, they eventually found a room, though it was clearly a makeshift option since the reservation couldn't be found. Unfortunately, it was not a quality room. It was right across from the elevator, so there was significant hallway noise. The bathroom sink was badly clogged, and the shower struggled to product hot water. In addition, the linens on the beds gave me a rash all over my arms and back. Other elements of the room were fine and the staff was friendly, but I was hoping for a much better experience and basic room quality given that it was $240/night+ for the rate and billed as a top notch hotel in the area. I wanted to share some concerns with my stay with the hotel manager, but I was never able to find out who that is. I instead emailed the Managing Director, Customer Care & International Quality Assurance, for Best Western International, who told me they would 'make the situation right' as well as address the issues with the hotel manager. The Managing Director of Best Western [redacted] was notified as well, and he told me he would follow up immediately. I had to keep reaching out multiple times, and I received no follow up to the issue for one month. Finally, one month later, I received an email from the manager with the subject "Excuses" that only said they did not receive my reservation in a timely manner (from Best Western?), and that the lost reservation and hours of delay was simply due to the World Cup. The manager made no mention or acknowledgement of the many issues with the room I had brought up in my message. I forwarded this to the Managing Directors of Customer Care and [redacted], pointing out that a reply one month later, labeled "Excuses," that doesn't address 80% of the issue in any form, doesn't really 'make the situation right.' I never received another reply.Desired Settlement: I'd like my reservation refunded given the experience at the hotel and challenges faced getting this addressed after the fact through multiples inquiries.

Business

Response:

[redacted]

Dear [redacted],Thank you for your feedback sent to the Revdex.com regarding your stay with the Best Western [redacted] located in [redacted].Your comments have been forwarded to the hotel manager for review. As soon as I receive an update from them, I will follow up with you right away.If you have any additional questions or comments, please contact me directly at [redacted].Sincerely,[redacted]Best Western International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is a follow up to Complaint ID #[redacted] I have pasted the text of that complaint below for reference. I received this reply from the company: "Dear [redacted], Thank you for your feedback sent to the Revdex.com regarding your stay with the Best Western [redacted] located in [redacted]. Your comments have been forwarded to the hotel manager for review. As soon as I receive an update from them, I will follow up with you right away. If you have any additional questions or comments, please contact me directly at [redacted]. Sincerely, [redacted] Best Western International" It's been nearly two months, and I have received no follow up from [redacted] or anyone else about the desired settlement (a refund of $515.88) or the complaint in general. Thanks, [redacted]

Regards,

Business

Response:

File [redacted]Dear [redacted],Thank you for your message. Our records show that on 9/9 I sent you a copy of the Hotel's response regarding your concerns. I will post it again for your review.Please let me know if you need further assistance after reviewing the hotels update. You may reach me directly at [redacted]

Hotels response:Good Morning! Thanks for contact us!We apologize again for the inconvenience occurred with [redacted]. Please be advised that we were fully booked with the hotel during the [redacted], which took a while the check-in procedure. When we accommodate the guest we offer free of charge up grade category in our top floor, in one of our suites with balcony. All the information mentioned about the stay were analyzed and corrected to not happen again. We are committed to always offer the best service. We are the number 1 hotel on [redacted] and for two consecutive years received the certificate of excellence in providing services through Bestwestern. We hope to see you soon in a new stay at [redacted], so this bad impression can be corrected. Sincerely,[redacted]Best Western International

Review: This hotel is misrepresented on the [redacted] website, the pictures are not accurate. This hotel is old, run down and smelly. There was no air conditioning in the open areas, extremely uncomfortable to even walk through the lobby due to the smell and temperature. THis was the weekend of the 1st UT football game so there were no other rooms available in the city that we could find.Complained to staff, they were un-responsive. Our room had only hot water in the shower, we did get a new room for the 2nd night, still smelly but at least I didn't have a scalding how shower.I called Best Western and let them know of my bad experience, they apologized and offered a $40 credit towards another night. We paid $214.18 for this weekend. I wanted a refund or 2 comp nights, and certainly at a different Best Western.The photos on the hotel website mis-leading, it should be noted this is a very old hotel, and has not been updated. The staff was rude and the desk clerk did not even apologize for the water issue in our room, he just said well I could give you a different room if you'd like.Desired Settlement: I am requesting a full refund of the $214.18 that was charged to my [redacted] 08.27.13. The hotel stay was Aug 31 - Sept 2, 2013.

Business

Response:

I contacted Ms. [redacted] and received her voice mail. Left a detailed message to return my call. I will be increasing the Travel Card offer to $100.00. I am unable to process a full refund to her credit card.Please let me know if there are further questions.Thank you,[redacted]Best Western International

Review: I have stayed in Best Western in [redacted] for two weeks for a good money in late May, 2013, and I asked them to add my Best Western Reward to the stay and the person worked there told me no worry and my reward stay would be definitely added. Last week I tried to book another stay in different Best Western hotel and I found out I have 0 reward points in my account. So I contacted the company a few times about this issue, but I was told that they can only add in my reward points within 6 months after stay and I am too late for this by the term and condition. It sounds like I am blamed for not constantly checking my reward points and calling them earlier for their employee's mistake, or put another way -- the customers should not trust their reward program and their employees and customers should make sure we get the points by ourselves -- never trust their employees or even the company for their so-called reward program. If they don't want to honor their program, why cheat customers.Desired Settlement: Honor my reward stay points and apology.

Business

Response:

Dear Mr. **,Thank you for your feeback regarding your stay at one of our Best Western properties. To better assist you with your Rewards account, please contact our Rewards Department at [redacted].Thank you in advance.Sincerely,[redacted]Best Western International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I already contacted their reward department (reward#[redacted]) a few times before I filed the complaint, and now they let me go back to the circle again without a solution.

Regards,

Business

Response:

File [redacted]Hi [redacted],Thank you for your response. I sent your concerns to our Supervisor team in our Rewards Department.They will contact you directly as soon as possible.Thank you for allowing our office to assist you with this matter.Sincerely,[redacted]Best Western International

Review: I recently stayed at the Best Western Pines Inn to attend a wedding in town. We arrived on Saturday, February 28 at 4pm CST. We changed and left at 5pm to be at the wedding at 5:30. We arrived back at the hotel at approximately 1:30am. We checked out at 8:15 am the following morning. I was charged $300 for "smoking" though I, nor do the other guest smoke. I called multiple times to the office to find out with the charge was for and was given the message that the mail box was full. I was finally able to reach [redacted] at the front counter who gave my information to [redacted], the general manager. He called me back and when discussing the charge informed me it was for smoking in my room. I mentioned that I do not smoke and he proceeded to laugh at me. I asked why he was laughing and he continued to laugh. He claimed that the room was so bad that he was unable to rent it and had to have it cleaned. I asked for supervisor's information and he said he was the general manager and that he makes the final decision. After continuing to discuss the charge, he hung up the phone. I have contacted Customer Care at Best Western Corporate at [redacted], but every representative states that since the business is owned and operated by different franchises, the general manager makes final decisions about charges. I spoke with a [redacted] and [redacted] (Who would not give me last names) and a lead supervisor [redacted] and they continued to stick with the claim that the general manager has final say. I have reported this claim to my credit card company as a fradulent charge, but have no guarantee that I will have my case resolved.Desired Settlement: I am fine with paying the charge for the night's stay of $97.24, but the additional $300 needs to be refunded.

Business

Response:

Dear [redacted],Thank you for contacting the Revdex.com regarding your recent stay with the [redacted]. I sincerely apologize for this unfortunate incident.I am sorry that our office is unable to assist with this matter further. The hotel has a strict smoking policy in which they are adhearing to in this case.Sincerely,[redacted]Best Western International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business has made a mistake and incorrecly, or fraudulently, charged me for smoking in my room.

Regards,

Business

Response:

Dear [redacted],Please accept my apologies for the inability to reach a mutually satisfactory solution and I regret that the response you received was not as you expected. Due to the membership structure, Best Western International is not directly involved in the day-to-day matter of hotel operations of the members. For this reason, it is the responsibility of the hotel’s management to make all decisions regarding compensation or refunds to their guests. Our position in Customer Relations is to act as an intermediary between the member establishments and their guests when a complaint is filed. We strive to aid both parties in reaching a mutually satisfactory solution. Sometimes this does not occur, as in the case of your complaint. I regret that we are unable to offer further assistance with this matter. We will keep your correspondence in our files and your comments will be reviewed when evaluating the overall customer service level of the Best Western Bastrop Pines Inn.I hope this better explains our position and will not discourage you from staying at Best Western member establishments in the future. Thank you again for taking the time to share your comments with us.Sincerely,[redacted]Best Western International

Review: Booked a hotel stay on December 19th for February 15th stay. Was emailed confirm that day saying hotel was charging me for my stay immediately. Credit card that was made to make reservation was compromised and replaced in January. Best Western cancelled reservation day of reservation because card was not actually charged when they said it was. No voicemail was left informing that they were canceling reservation, only a Missed Call from a Blocked number. Took us 4 hours to get to CT in snowstorm, only to find we had no room and there were not any hotels within an hour distance with vacancy because of the snow, so we had to drive back home, missing 3/4ths of a show we were expecting to attend nearby. Was told by Best Western manager in Uncasville, CT ([redacted]) that their particular policy differs than what is actually stated on email, and the Best Western policy.Desired Settlement: We had to leave concert early for lack of hotel room in the area. Looking for reimbursement of concert ticket prices plus cost of aggravation and safety issues we incurred for Best Western's procedures.

Business

Response:

Dear Mrs. [redacted],Thank you for submitting your concerns to the Better Busines Bureau regarding your reservation with the Best Western PLUS Cristata Inn located in Uncasville, CT. Our records indicate that you contacted our office yesterday and spoke with our Lead Specialist, [redacted]. He explained to you in depth that the hotel did have the right to cancel the reservation without having a valid credit card on file. I truely am sorry for this unfortunate incident, however I cannot force the hotel to offer any compensation at this time. Please let our office know if you have any additional questions or concerns.Sincerely,[redacted]Best Western International

Consumer

Response:

The email confirm I have from hotel states my card was to be charged immediately in December when reservation was made. Hotel did not charge card immediately. They also did not leave voicemail specifying they were canceling reservation on day of check-in, so we drove 4 hours for nothing as hotel refused to put us up in a room when we got there.

Business

Response:

the response will stay the same.Please let me know if further assistance is needed.

Review: On 11/5/2013 my family and I needed to stay at a hotel for the evening due to an AC issue. We used [redacted] and got the Best western Hotel. We were charged a total of $64.17, of which $52 was the rate per night, and $12.17 was tax recovery charges and fees. We submitted the [redacted] receipt to our realtor so we could be reimbursed for the night hotel stay, and they contacted the hotel directly for confirmation of the amount. The hotel sent a different receipt showing we only paid $44.96 for the night (including taxes), which is NOT the amount we paid. Because the hotel is misrepresenting the amount we paid, we are losing $19.21 . This is unacceptable. They shouldn't be giving out any of my information without my permission. In addition, if they are going to give out MY receipts, they need to be accurate and reflect the true amount paid.We enjoyed our stay there, gave an excellent [redacted] review, and intended to have family stay there when visiting. But if they're going to charge me one amount and show a lower amount to third parties, then they can forget my business.

Product_Or_Service: Hotel Room

Order_Number: Acct: [redacted]

Account_Number: room [redacted]Desired Settlement: DesiredSettlementID: Refund

We need the hotel to be back in contact with [redacted] at [redacted] to affirm that they provided an incorrect total; or, we need them to reimburse us for the $19.21 directly. Please resolve this issue to avoid any further action being necessary.

Business

Response:

File [redacted]Dear Ms. [redacted],Thank you for contacting our office with your concerns. To further assist you with this matter, please contact me directly at [redacted].I need to confirm the name and location of the Best Western property. Thank you kindly in advance and looking forward to hearing back from you.Sincerely,[redacted]Best Western International

Review: My child got sick from the breakfast that was served in the morning, and from a Marijuana smell in the hallway of the hotel. He got sick, and vomited in the room. The hotel is charging a "deep clean" fee to wash the towels, bedding, and clean up what was left from my child getting sick. We told the hotel about our child getting sick, and the massive Marijuana odor. They did nothing about either complaint. They had no care, or conce that our child got aick, nor that there were drugs in the hotel where children were staying. Our family will never stay at any best western location again.Desired Settlement: A charge of $80 was on our account. Our child was sick because of this hotel, and we should not have to pay for them to do their jobs!

Business

Response:

File [redacted]Dear Mrs. [redacted],Thank you again for talking my call. It was a pleasure to speak you and assist you with this matter.Thank you kindly for accepting the $40 check offer and it will be sent to you as quickly as possible.If you have any additional questions or feedback, please do not hesitate to contact me directly.Sincerely,Elizabeth ColeBest Western International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Best Western Plus - [redacted]

My husband and I just purchased a home and we are now closing on the house. Until we can move into our new home, we have to stay at a local hotel. After doing some searching and reading reviews, we selected the Best Western Hotel as one of our choice hotels. So we have two reservations, the first being May 23rd – 31st, May 31st – June 11th, and June 30th – July 10th. As of today, May 26th, 2015, I will be checking my family out of this substandard hotel that is being managed, maintained, and operated as if it is a public shelter.

1. Side door near pool and parking lot entrance is open 24 hours, even though a notice posted stated the door is locked after 8pm. This is not true. The door is left open.

2. Our room is crawling with ants. All on the carpet near the window, the beds, and on all of the dressers. Called the front desk and they sent a maintenance man with a can of Raid and a cloth. This did not help get rid of the ants.

3. The air condition unit does not look as if it has been cleaned in years. Big globular of mold, just sitting in the vents. It is just disgusting. There are no words that can describe what’s in the vent.

4. On Monday, May 25th, 2015 the pool was open to the public. Hotel guests could not utilize the table, chairs, or deck chairs. The people were smoking Hookah at the pool, drinking, and just making a mess of the entire place. At times, there was trash in the pool. My children wanted to go to the pool, but couldn’t because there weren’t any places to sit by the pool and the non-guest appear to be of the criminal type. I complained to the manager (Mary [redacted]) walking around about the non-guest at the pool. Ms. [redacted] stated to me that she was well aware of the people coming into the pool area, but she was charging them for parking and for using the pool. What does that have to do with me? That does not allow my children to use the pool. I paid $781.00 to stay at this hotel and we can’t use the pool. Then Ms. [redacted] told me that she knew they were drinking, but she told them to put the alcohol in cups, because she didn’t want the glass bottles to break.

5. In the mornings, my husband, my children and I would go to have breakfast. At the end of the table is a hotel staff member asking certain people what is their room number. Why should I have to tell you my room number to eat breakfast? Especially when the hotel worker was not asking everyone in line, just certain people. Then informs my husband that we can’t take the food back to our room. Really? Why? Because of the ants? We have a microwave and mini refrigerator in our room.

I decided that enough was enough. I refuse to be treated worse than the non-paying guest and be selected to find out my room number to get breakfast based on what? My skin color? The number of people walking with me? It wasn’t a problem to have complete, unidentifiable people on the hotel property to use the pool, but when I checked into the hotel, I had to provide my credit card and driver’s license. I went to the front desk and spoke with Mr. [redacted] to cancel my next reservation. He wanted to know why I was canceling. I told him, I was not aware that this hotel was operating a public pool at a price. Mr. [redacted] indicated to me that this was the first weekend the pool was open, he was new to the hotel, and he can make sure that this type of incident doesn’t happen again. I told him that was fine, but I am still canceling my upcoming reservations.

The hotel staffs worked harder and were more complimentary to the non-paying guest. They were even giving them food from the onsite restaurant and pitchers of ice cold water. Yet, questions us every morning about our room number. To make matters worse the non-guest were entering the hotel to utilize the restrooms and even change. It is even more shocking that Ms. [redacted] would tell me that she was collecting money for them to use the pool. Even more shocking is that Mr. [redacted] tells me that he can stop the activity. What is going on at this hotel?

I am asking for a full refund ($781.98). I am not interested in any complimentary stays at any other Best Western Hotel. I have traveled to many cities in the United States and overseas and never, ever, in my life have I stayed at a hotel with these types of standards. I have found an [redacted] that is able to accommodate my family needs. While it is out of the way, I cannot allow my children to stay in a musty smelling, unsecured, and ant infested hotel. This hotel is a very poor example of a Best Western and it reflects poorly on the entire corporation of Best Western brand. All of the mangers and staff should be replaced. There is a culture of dysfunction and the attitude of anything goes at this hotel.Desired Settlement: I would like a refund in the amount of $781.98

Business

Response:

Dear Ms. [redacted],Thank you for contacting the Revdex.com regarding your recent stay with the Best Western PLUS Regency House Hotel in Pompton Plains, NJ. I sincerely apologize for the negative experience you had during your stay.I will be following up with the hotel manager regarding this matter and I will get back with you as quickly as possible.Sincerely,[redacted]Best Western International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I need for the corporate office to look at the attached pictures. The hotel has ants and mold. I was booked for 8 nights and we left after 3 nights.

Regards,

Business

Response:

Thank you for the additional information. I will continue to follow up on this matter with the hotel manager. I will contact you back as quickly as possible.Thank you for your kind patience.Sincerely,[redacted]Best Western International