Best Western International Inc.

Review: My wife and I had breakfast at their restaurant on Dec. 1, 2013. The waitress was very rude with lots of attitude. We asked for hot water. She brought our water in 2 disgusting cups which smelled like fish!! We asked her to replace them and she gave us an attitude again.Desired Settlement: I am asking for a full refund of $21.21.

Business

Response:

Dear Mr. [redacted],

Thank you for your response and the correct hotel information. Again, I am so sorry for the negative experience you had at the hotel restaurant. I am sending you a refund check for the amount of $21.21 for the inconvenience. The check will be sent to the following address:

[redacted]

Please let me know if you have any further questions or concerns.

My direct contact number is ###-###-####

Happy Holidays!

Sincerely,

Best Western International

Consumer

Response:

Thank you very much [redacted]. I appreciate it.

Happy Holidays to you too.

-[redacted]

Review: On February 9, 2015 I booked two nights at The Best Western Hotel in [redacted]. The nights I booked were for May 30 / 31, 2015. On April 9, 2015 I was contacted by the new hotel owners. They could not honour my reservation because they did not accept airmiles points. Additionally I was charged taxes and fees of 42.84. I have talked to Best Western and I have talked to Airmiles, and I have talked to my bank. Hours have been spent on the phone trying to sort this out. Finally, after a second call to Best Western and 4 transfers I talked to a man who told me that their was nothing he or Best Western could do since they no longer owned a hotel there. I have now cancelled my reservation because I was going to be charged 97.00 a night by the new hotel owners. In their defense they were kind enough to call me in advance o let me know what was going on. Best Western was supposed to contact the customers with reservations and did not. I can no longer book using my points because everything is not only booked up, but now my points are being hung up waiting to be reversed. Best Western owes me more than hours on the phone and for not having contacted me quickly. I have stayed at their hotels in both Canada and the US. We chose the Best Western because of past experience.Desired Settlement: I would like Best Western to apologize and recognize a loyal customer.

Business

Response:

Complaint #[redacted]File #[redacted]Dear [redacted],Thank you for your feedback regarding your cancelled reservation with the formal Best Western property. I sincerely apologize for this unfortunate incident.I would like to make sure that your points were posted back to your account. To further discuss this matter, please contact me directly at [redacted] or via email at: [redacted]Looking forward to hearing back from youSincerely,[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 I have already done all the work and have had my airmiles reversed. They were supposed to supplement this trip by being applied to the [redacted] portion of the trip. I now have to pay cash for a whole new hotel. It took me hours, some during my weekend time to get this accomplished. Best Western could have helped me and other customers by simply contacting me when the airmiles couldn't be honored by the new owners. It was the responsibility of Best Western, not Mountain Retreat to make sure your customers were cared for.

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

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: On 19 Feb around 1600, I arrived at the Best Western hotel and requested a room. Upon entering the room, I determined that the room was unsatisfactory. It had a very strong, musky stench. I quickly returned to the lobby and voiced my concerns with the gentleman at the counter. He stated that he could not give me a refund due to not cancelling my reservation within a 24 hour period. I questioned how that policy applied considering the fact that I did not have a reservation. Eventually, I asked to speak with the manager. The attendant attempted to reach him but there was no answer. He stated that he would continue to reach him and asked if I could return to my room. I called [redacted] for further guidance. After about 20 min, I called the front desk and he told me that he has not heard from the manager yet. I gathered my belongings, proceeded downstairs and checked out. I left my phone number but never heard from the manager.Desired Settlement: Services were not rendered but I currently have a $140.05 charge on my Government Card. I have disputed this matter with [redacted] twice. The first time (4 Mar), I didn't recieve any feedback. The second dispute filed on 21 July was not considered because it was outside of the 30 day filing window.I have attached the following:Best Western check in/out[redacted] (where I actually stayed)

Business

Response:

File [redacted]Dear [redacted],Thank you for your feedback concerning one of our Best Western properties that you had on February 19, 2014.I sincerely apologize for the negative experience. To better assist you, please provide me with the name and location nof the Best Western property.Thank you kindly in advance and looking forward to hearing back from you.Sincerely,[redacted]Best Western International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the requested information is provided below:Best Western [redacted]

Regards,

Review: Booked a room for 82 year old father and myself using [redacted] and rec'd confirmation. Arrived at the hotel and was turned away and put on a do not rent list...no explanation and to the best of my knowledge , I remain on that list...despite numerous correspondence , [redacted] of the Best Western in question , refuses to communicate.

[redacted] , CEO of BWI , refuses to support my complaint , instead hiding behind the fact all Best Westerns act independently...I have spent 1500$ trying to resolve this issue without success...strange behaviour for an otherwise honourable establishment.Desired Settlement: confirmation my name is off a do not rent list , reimbursement or room credits totalling 1500$

Business

Response:

Complaint ID# [redacted]File # [redacted]Dear [redacted],Thank you for contacting the Revdex.com regarding your experience at a Best Western property.I sincerely apologize for the negative treatement you received. To better assist you with your concerns, please provide me with the name and location of the Best Western Hotel.Thank you kindly in advance and looking forward to hearing back from you.Sincerely,[redacted]Best Western International[redacted]

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 to provide [redacted] with the hotel in question which was the [redacted]...upon her receipt , I hope to get a satisfactory response...[redacted] Regards,[redacted]

Business

Response:

File #[redacted]Dear [redacted],Thank you for your additional information regarding the hotel in [redacted]. I will follow up with the hotel manager and get back to you as soon as possible.Sincerely,[redacted]Best Western International

Review: I am a Best Western Rewards member [redacted] for several years. I received an email in May 2014 about the Summer 2014 "Stay 3 separate nights and get one night free" promotion and registered in May 2014. During the promotion period, I stayed three (3) separate nights and was supposed to receive the voucher 2-3 weeks after my last stay (i.e. 2-3 weeks after August 31, 2014). At all points during the process, I contacted Best Western's toll-free contact centre at [redacted] and confirmed that (1) I had successfully registered for the promotion - as indicated by both agents [redacted] and [redacted] on August 13, 2014 when I made the bookings; (2) I had booked three [3] separate, qualifying stays through this contact centre on August 13, 2014; (3) I would be receiving the voucher shortly after my stays. After waiting 2 weeks, I immediately contacted the Best Western toll-free contact centre again and [redacted] promised that my voucher would arrive - at the latest - by September 23, 2014. As it is now September 25, 2014 (with no signs of the "free night" voucher), I submitted a complaint on Best Western's Customer Service Centre form. Seeing no response or resolution, I now seek the Revdex.com's assistance to ask Best Western International to resolve this matter and to cease running the "Summer Stay 3 nights and get one free" promotion if it has no intention of ever honouring it.Desired Settlement: After staying three (3) separate nights (Night #1 at [redacted] for $207.26 CAD; Night #2 at Best Western [redacted] for $113.70; Night #3 at Best Western [redacted] for $125.99) i.e. paying $446.95 CAD, I expected Best Western to honour the Free Night promotion without troubles. Given the hassles associated with the repeated refusal to honour the promotion, I now request that the "FREE NIGHT" voucher be sent out immediately and, given these hassles, that Best Western International additionally credit one of my nights by immediately providing a refund of $207.26 back to my credit card.

Business

Response:

[redacted]

Dear [redacted],

Thank you for your concerns regarding our Rewards program. I have sent your details to the correct department for review.

You will receive a follow up message from them as soon as possible.

Thank you for allowing our office to assist you with this matter.

Sincerely,

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.

Best Western International has ignored my complaint. Despite its booking representatives' promises that I was registered for the "stay 3 nights get 1 free" promotion, after I had paid nearly $450 in hotel fees for 3 stays at 3 separate hotels, Best Western International's representatives had alleged that I did not register for the promotion and that I would not be receiving the said free night voucher after my money was spent and after it was all confirmed.

I subsequently asked for Best Western International to compensate me for the inconveniences and failure to honour the promotion by issuing me 2 free nights. This request has so far been ignored. I then enlisted the Revdex.com's assistance in requesting 1 free night and a monetary refund for 1 of my 3 nights (e.g., approximately $200 refund).

I will consider the matter resolved if 1 of the 2 proposed resolutions were provided. In the present response, I see no mention of any resolution whatsoever, which is unacceptable and not satisfactory.

Regards,

Business

Response:

File [redacted]

Hi [redacted],

Thank you for your message. I have forwarded your concerns to a Supervisor in our Rewards Department and requested that they contact you right away.

Please let me know if further assistance is needed.

Sincerely,

Best Western International

Review: Was told we needed to give Credit Card to hold room but it would not be charged. We paid in cash and they charge us anyway.

We checked in at Best Western and was told that we need to give them a credit card to hold the room, we told them that we wanted to pay cash. They said the card would not be charged. After staying one night an emergency came up I paid the bill for that night and cancelled the next night. I informed them about what was going on they told me that it was book by a third party and I needed to contact the third party and in between Best Western charged my card for the next night. The third party contacted the Best Western and they informed them that they would not refund the money.Desired Settlement: I want the money refunded to my credit card.

Business

Response:

Revdex.com Complaint #[redacted]Best Western File # [redacted],Thank you for contacting the Revdex.com regrding your billing concern with one of our Best Western properties.To further assist you with this matter, please provide the name and location of the Best Western property as well as the arrival date.You may send the information to me directly at [redacted] or contact me directly at [redacted].Thank you kindly 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 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: Owner [redacted] refused to honor both the rate and length of stay on a written confirmation when presented at check in. I had a reservation for 11 days and they would only honor 2. The remaining 9 days were at much higher rates and were subject to multiple room changes. Best Western 800 customer service would not make him comply. Therefore, one's guaranteed rate and length of stay with this location means nothing and is subject to the the owner's fraud and dishonesty. Same location verbally confirmed a cancellation for a future reservation and then attempted to charge me a 1 night cancellation fee.[redacted] is poor business man in that I required subsequent week plus stays in Dallas and chose to stay elsewhere. He lost thousands of dollars in business for an attempt to cheat me out of $80.Brilliant.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I cancelled a future reservation at the hotel lobby desk with the manager on duty and was told I did not need a confirmation number. [redacted] and his staff lied again and have attempted to charge me for a 1 night cancellation fee.

Business

Response:

Complaint ID [redacted]File #150430-8029Dear Mr. Rinaldi,Thank you for your feedback regarding your stay with one of our Best Western properties.To further assist you with your concerns, please provide me with the name and location of the Best Western hotel as well as the exact arrival date of your stay.Thank you kindly in advance and looking forward to hearing back from you.Sincerely,[redacted]Best 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: On Dec. 16th, 2015, I used my Best Western Rewards points (member # [redacted] to purchase 30 $100 Amazon gift cards -- a total of $3,000 worth, using 780,000 of my 784,270 rewards points. I received a confirmation email and the points were deducted from my account. The email said to allow 3-6 weeks for the gift cards to arrive.

The 6 weeks came and went and I didn't receive the gift cards, but during that time when I tried to login to my account, I found my password no longer worked and I couldn't reset it. I called customer service on Jan. 11, 2016, to see what was going on and they said my account was "frozen by someone at corporate" and they couldn't do anything but I would be receiving a call within a few days about the account. The only thing they could offer me was to send an email to the person(s) who froze the account saying that I called to inquire. So I asked that they do that. I have still not recieved that call not any other correspondence on the matter and when I called back on Feb. 3, 2016, I was told the exact same thing as before and was promised to get a call in a day or two. I was denied even being able to speak with one of the people involed with the freezing of my account.Desired Settlement: I would like to receive the gift cards that I ordered along with an explanation of why I have not been contacted through this entire process.

Business

Response:

File [redacted]Dear Mr. [redacted]Thank you for your information and concerns regarding your Rewards account.This has been forwarded to a Rewards Department Supervisor for review.You will be contacted as quickly as possible.Sincerely,Elizabeth C[redacted]Best Western International[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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: (I wrote this letter to the owner of Best Western 7 Seas and CC the CEO [redacted] of Best Western in Arizona)

Mr. [redacted],

As a manager, I feel it is very important to share with you a recent stay at your hotel.

I have been in contact with several of your employees since Sunday. Most recently speaking with your associate Allison and currently waiting on a return call regarding our stay.

Our recent stay was beyond unacceptable and highly repulsive.

We had a family reunion where many of our family members stayed at your hotel, as many of them flew from different states and cities bringing your hotel great revenue.

I am beyond disappointed in the lack of training and customer service skills the front office conveys.

The morning upon our departure, I woke up with blood located in my face. I know for a 100% fact this blood did not come from my husband or myself. As we notified your sales associate upon checkout she only offered us an "I'm sorry, I will tell housekeeping." So after sleeping in this bed all weekend because the other bed was extremely uncomfortable, this was all your hotel could offer us. After speaking with Allison on Monday, she offered us a 1/2 night stay comp. Please tell me how this is at all expectable after what we experienced and slept in from 10/10-10/13? This was not a 1/2 night stay.

The room drapery was very dusty, the carpet was extremely musty, both beds were uncomfortable and one of the beds was contaminated with blood particles in two different areas. How does this pass housekeeping inspections? Did they change the sheets prior to our stay? How did they not see this while making the bed?

I trust that my hotel stays are at 100% satisfaction and I don’t need to review my sheets each time I travel. This is beyond disappointing.

Due to our family events, we did not see this blood, as we were up early and home in the evening.

I am hoping that you can offer us a expectable comp due to this inexcusable experience.

I'm giving you the opportunity before I move forward with a Revdex.com complaint and pictures, Yelp review and picture posting, Travelocity review, and all other online complaint avenues possible.

I look forward to us coming to a fair and ethical agreement. I would be continent with a 100% reimbursement.

Regards,[redacted]

** I have attached two photos of the blood we found in our bed for your review.Desired Settlement: Refunding us only 1 day is unacceptable and unethical.

Business

Response:

November 13, 2013

Dear Ms. [redacted],

Thank you for your comments concerning your recent stay with the Best Western Seven Seas located in San Diego, CA. I sincerely apologize for the negative experience you had during your brief stay. I will be following up on this with the Hotel Manager and get back to you as quickly as possible.

Sincerely,

Best Western International

Consumer

Response:

I am completely unsatisfied with this letter from [redacted], he was completely insensible and he represents a company that is absolutely unethical. They offered my family a one night with taxreimbursement. How is this ethical, when we slept in this room more than one night? How could a manager be ok with this? What if this was his family in the bed of blood? I am not ok with this and find their customer service appalling.

Review: On 9/29/2013 made reservations on-line for 2 rooms/2 nights at Bestwestern, Tradewinds, Morro Bay. On 9/30/2013 I called the hotel to ask another question about rewards points and then cancelled this reservation. I erroneously did not get a cancellation number as I had not even reviewed the confirmation email yet. I had a family emergency and cancelled. They are saying they have no record of this cancellation. Their policy is no penalty if cancelled by Oct. 16 for Oct. 19th check in. That is the only statement made about cancellation on this reservation confirmation that of which I have since reviewed. On Oct. 18th I received an email from Bestwestern saying they were looking forward to my stay on Oct. 19th. Thinking this was an email from the hotel, I responded and told them that this reservation had already been cancelled and asked that they adjust their records. On Oct. 19th I received the same email from the hotel. I again responded and told them that this reservation had already been cancelled. On November 15th I received my [redacted] Statement showing a $366.00 charge from this hotel. When I called to inquire about this charge they told me it was a no-show fee.CONSUMERS. BEWARE!!!! THEY HAVE YOUR CREDIT CARD. THEY CAN DO WHATEVER THEY WANT WITH IT AND SAY YOU DID NOT JUMP THROUGH THEIR HOOPS PROPERLY.CONSUMERS BEWARE!!! DO NOT DO BUSINESS WITH THIS HOTEL. IF AFTER HEARING FROM YOU THAT YOU RESPONDED TO THEIR EMAILS, YOU PHONED THEM, YOU DID NOT SHOW FOR THE ROOM... THAT YOU CANCELLED THIS RESERVATION. WHO GETS AWAY WITH CHARGING $366 FOR A PRODUCT YOU DID NOT RECEIVE??? how about 10% cancellation fee???I have spoken with the hotel. They are refusing to remedy this situation, even with a discount. Bestwestern corporate has offered a $100 gift certificate. Why is it ok for them to get your money on line, however if you want to get your money back, you cannot get it online???? THey are saying they did not get my cancellation by email but received my credit card by email????Desired Settlement: I would like my credit card to be credited for the $366 erroneously charged. This is theft not good business practices. Consumers need to be made aware of this so that they can make their own choices of whom they do business with.

Business

Response:

Dear Ms. [redacted],

Thank you for your email reply. Mr. [redacted] is aware of this matter and has asked me to follow up with you on his behalf. Again, I sincerely apologize for this situation.

Best Western is a unique membership organization that allows the properties to determine their own policies regarding their day to day procedures. Our office, including Mr. [redacted], does not have the ability to modify these policies. My offer to you for the $100.00 Travel Card is out of good will from our office. I would like to send this to you right away if you will allow me that opportunity.

Please provide me with your mailing address to send it right away.

Looking forward to hearing back from you.

[redacted] | Lead | Customer Care

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 understand that this is a good faith gesture on the part of Bestwestern Corp.; however, it does not alleviate the issue of having to pay my credit card bill of $366.00 when I did not plan for it.....especially at Christmas time. I have explained that I have issue with the amount of the penalty which was issued when I made a good faith effort to cancel this reservation. Just because they already have my credit card information does not give them permission to take money from my pocket. They were not authorized to charge my credit card for services not rendered.

Regards,

Business

Response:

The guest had a reservation booked for the Best Western Tradewinds for arrival date 10/19/2013 for two rooms. The cancellation deadline was by 10/16. There is no record in our system or with the Hotel that this was cancelled. Ms. [redacted] states that she sent an email to cancel, however this was not received. The hotel held the rooms in good faith and when she didn’t show up, they billed her the no show. I cannot force the hotel to issue her a refund for the charges, however as a good will gesture from our office, I did send her a Best Western Travel Card for $100.00 that she can use at any Best Western property. The gift card does not expire and will not depreciate in value.

Review: To Whom This Concerns;My husband and I frequently stay at Best Westerns when we travel. Our girls are avid sports players and often travel with their teams. They are now in college and we visit them quite often. This past weekend being Parents' Weekend, we stayed at your hotel.I must say, I was extremely disappointed and do not plan to come back to your hotel, nor will we recommend it to friends. In fact, I will specifically say NOT to stay at your hotel. Yes, I am that upset!When we returned from the football festivities and dinner (approximately 7pm on Saturday, Sept. 14th), there was a full bag of garbage on top of the garbage can when you step out of the elevator...disgusting! When we went to our room (#[redacted]), the room had not been cleaned! I called down to the front desk and got silence for approximately 2 minutes, before the young girl finally said, "I don't know why your room wasn't cleaned and the housekeeping staff is gone."When I asked to speak to the manager, she asked if we wanted to change rooms. I said, "yes" and she said she would call me back. I never did get to speak to the manager.When she called me back, she said that the only room available was smoking. My husband said absolutely not, can you at least send us up some clean towels? She said yes.After 30 minutes, I finally went down to get my own towels. While I was waiting down there, the manager on duty walked right by me...didn't say a word, didn't ask if he could help me, didn't even say hello. Finally, the young girl came from behind the wall at the front desk and I asked for the towels. She disappeared again and came back several minutes later with the towels.I am completely appalled at the unprofessionalism, uncleanliness, and unfriendliness of your hotel.

Product_Or_Service: hotel room

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund for at least one nights stay if not both nights.

Business

Response:

File [redacted]

I contacted Ms. [redacted] to discuss her concerns.

Received voice mail. Left detailed message for a call back.

Thank you,

Best Western International

Review: I got the room thru expida site. I did get the right room. I won't go because I was unsatisfactory with that hotel.Desired Settlement: I want half money back because I did get want I want. It was suppose for Valentine day.

Business

Response:

[redacted]Dear [redacted]Thank you for contacting our office through the Revdex.com regarding your reservation at one of our Best Western locations.To better assist you with this matter, please provide me with the name and location of the property. Thank you kindly in advance and looking forward to hearing back from you.Sincerely,[redacted]Best Western International[redacted]

Review: I called the best western reservation number unaware of the area but asked if there was an ocean front hotel room available for my vacation in [redacted] MD. I was assured that it was, and booked a room in [redacted] ,MD for 4 nights. When we arrived, it was literally across a 4 lane highway from the ocean. When I called customer service they were kind enough to check the "we will record this for quality purposes" recording from the original reservation phone call and VERIFIED that the representative indeed offered us an ocean front room for the days that we requested and quoted us the price. The BEST that Best Western could do was apologize and offer the first night of our trip free. However we would have to rent the 184.00/night room, overlooking another set of hotel rooms' balconies for the remainder OR not stay and opt to go home. When I explained that this was not satisfactory, as we have one week to vacation and drove 6 hours to get here, the only response continually, over and over, was I am sorry, we will cover your first nights stay..... like a broken record. This caused the one night that they have us "free" less than relaxing as we were in communication with them and frankly very angry. We requested full compensation as we were sure that if there were any rooms available last minute, they would be very expensive. The employee (supervisor) was a woman named "[redacted]" employy #[redacted]. Complaint #[redacted]Desired Settlement: Due to the error by the best western employee advising us that our room would be ocean front, we spent the entire first day and evening locating another affordable hotel that would provide us with this. Being last minute, we were forced to pay 244.00/ Night.. others went to 356.00/night. we are asking for reimbursement for the amount paid for the remaining 3 nights of our stay to compensate for the error and the "waste" of a full day of our 4 day vacation. I was assigned complaint no. [redacted]. "Supervisor" I spoke with was [redacted] employee #[redacted]

Business

Response:

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

Review: Stayed at a Best Western for a hockey tournament.

Best Western guarantees the lowest rate, and they have a written policy which can be found here:

I found a lower rate online and made a claim for the guarantee. It was denied, claiming room types were different. However, I knew that they had a limited number of room types and that they were in fact the same. I called in to Customer Service and requested that they review the claim. After several phone calls they approved it and said a $100 gift card would be emailed after the stay (12/29/2014).

We never received the gift card, so we called back into customer service and was told they sent it to us and it was claimed by someone else 5000 miles away.

They stated that the card is the same as cash and cannot be replaced or re-issued. I reviewed the 919 word, 2 page document (link provided above) and there is no reference to this policy. It only makes sense to me that this gift card would be limited to my account.

It feels like they are advertising a "Low-Rate Guarantee" and then doing everything in their power not to honour it.

Here is the email that I received in response from Customer Service:

Thank you for contacting Best Western International.

We would once again like to offer our apologies for any inconvenience.

Per our conversation, we do show that the $100.00 USD Best Western

Travel Card under card number xxxxxxxxx was sent to the email

address on file to xxxxx on 01/05/15. This has been

researched by our fulfillment team during your conversation with Regina

in our office.

When reviewing the status of the card, we do show that on 03/01/15 this

card was used at the BW Crossroads and $70.19 USD was deducted from the

card. This leaves a remaining balance of $29.81 USD on the card which

may be used at any Best Western property. To utilize the card at a Best

Western, please present travel card number xxxx to the desk.

Please be advised that the Best Western Travel card is just like cash

and cannot be replaced is lost or stolen.

If we can be of further service, please do not hesitate to contact us

again.

Sincerely,

Paul | Customer Care Lead | Customer Care

Best Western International | Stay with people who care.(SM)Desired Settlement: Issue a new card by mail with a $100 USD balance.

Business

Response:

Dear Mr. & Mrs. [redacted],Thank you for contacting the Revdex.com regarding the $100 Travel Card sent to you by our office. Our records show that on 1/5/15, the Travel Card number and information was sent to the following email address: [redacted]Our records also show that the card was used at a Best Western property in March. I am very sorry, however we are unable to issue another Travel Card at this time. I sincerely apologize for this unfortunate situation.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.

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]

Business

Response:

Dear Mr. & Mrs. [redacted],Thank you for contacting the Revdex.com regarding the $100 Travel Card sent to you by our office.Our records show that on 1/5/15, the Travel Card number and information was sent to the following email address: [redacted]Our records also show that the card was used at a Best Western property in March.I am very sorry, however we are unable to issue another Travel Card at this time.I sincerely apologize for this unfortunate situation.Sincerely,[redacted]Best Western International

Review: I booked an online reservation with the Best Western hotel in [redacted] on June 6th, 2013.

Shortly thereafter, when my plans changed, I went back online and cancelled the reservation. The cancellation was confirmed on screen, but I never received a cancellation notice via email, nor did I expect I should receive one.

The hotel charged me for a one night's stay, nevertheless, per their deposit agreement. They stated I never cancelled the reservation.

I contacted the hotel in [redacted] customer service via Best Western, and even attempted to contact executives at their home office. Everyone insisted that I was at fault since I did not have an email confirmation of the cancellation. I have done an in-depth search of my email and spam filters, and that cancellation email was never sent.

I am uncertain if the company is scamming those who place a reservation and then cancel by not providing email documentation of that cancellation, or, if there was something wrong with their system that it did not auto-generate the email cancellation.

In any event, the hotel is totally unwilling to work with me on a positive resolution.Desired Settlement: I would like a refund for the cancellation I made in advance of the planned stay.

Business

Response:

Dear Mr. [redacted],

Thank you for your comments concerning your recent booking for the Best Western [redacted]n for arrival date June 11, 2013 under confirmation [redacted]

Please allow me to apologize for this inconvenience. When cancelling a reservation online, the system will automatically generate a cancellation number for your records to write down. It will also send you an email confirmation of your cancellation request. Our records indicate that this booking was not cancelled therefore the Hotel held the room for you in good faith. Based on our findings, our office cannot force the Hotel to refund you for the No show charge. Again, I am truely sorry for this inconvenience. Please let our office know if you have any further questions.

Sincerely,

Customer Care Lead

File [redacted]

Review: I am the owner of a construction company. I travel at least 95% of the time and stay on motels/hotels. I arrived in Edna, TX, and paid for 1 night at Best Western Lone Star Inn. I walked to my truck and checked in with the Executive Manager. I was informed that I was in the wrong city. I then walked back into the office and spoke with the clerk. She informed me that she could not issue a refund ($135.59), but when the manager came in the next day the refund would be issued. My EM called to make sure the refund was going to be issued and spoke with the manager who was very unprofessional and accused me of being a liar. The manager refused a refund. I went directly to my bank. My bank rejected the charge, stating Services were not Rendered. Four days from that date, the manager from Best Western Edna Lone Star Inn recharged my account $135.59. I went to my bank again and filed a fraudulent charge and filled out the paperwork. My bank also closed my business credit card and opened a new one, which caused me a 10-day delay in being able to use a business credit card until the new one came in the mail. This caused my accounting department complete chaos regarding tracking expenses. I wrote Best Western International twice regarding this matter. It has been 10 business days since the last letter certified mail signature card was returned to my office. No contact has been made by Best Western regarding this matter. I have copies of all mail correspondence to Best Western Internal if the Revdex.com needs proof that I tried to resolve this matter without involving other agencies.Desired Settlement: I want the manager (SM) of Best Western Lone Star Inn in Edna, TX, to be fired due to slander and fraudulent credit card charge. I want $135.59 refunded. I want the $15 that my bank charged me to issue a new business credit card due to Best Western Lone Star Inn in Edna TX charging my account twice before the bank had no choice but to close that card. I want compensation for having to be without a business credit card for 10 days. I want compensation for the chaos this whole situation caused my accounting department.

Business

Response:

File [redacted] Dear Mr. [redacted]Thank you for your information regarding your reservation with the Best Western Lone Star Inn.I sincerely apologize for this unfortunate situation.Our office is currently reviewing this matter and you will be contacted as quickly as possible. Sincerely,[redacted]Best Western International

Consumer

Response:

I stated in clear detail conditions of rectifying this issue to this company in the final Intent Letter which was sent via certified mailed on October 13, 2015, with signature required upon receipt. I waited 10 business days from the date on the signature card to file a complaint with the Revdex.com because I received NO contact from this company regarding the damages caused by Best Western Lone Star Inn and Best Western Internal. Ms. [redacted] offered no compensation in the letter created by her on October 6, 2015 and received on October 13, 2015. Ms. [redacted]e's response to this complaint is unsatisfactory and reiterated her minimization of my complaint very similar to the letter she sent on October 6, 2015. This matter should have been resolved on September 2, 2015; second attempt to resolve this matter after Best Western International received first written correspondence on September 11, 2015; and third attempt to resolve this matter after Best Western International received the second written correspondence Letter of Intent on October 13, 2015.[redacted] passive response to my Revdex.com Complaint is mere pacification and offers no resolution, so, no I do not accept her response as a resolution.All requests for resolution of this matter were stated in the Letter of Intent sent by FDR Custom Enclosures and Ms. [redacted]s response did not address any matters relating to resolution of the damages Best Western caused me in multiple facets of my business.

Business

Response:

File [redacted]Dear Mr. [redacted],This is currently be reviewed by a higher department. I sent them a message asking for an update.As soon as I receive their update, I will follow up with you right away.I truly am sorry that this is taking longer than expected.I will be in contacted as quickly as possible.Sincerely,[redacted]Best Western International

Review: I called the Best Western Riverside Inn, [redacted], ** to make reservations for a funeral I must attend with my family. The representative gave me an amount fifteen dollars higher than online. When I told her this she had no response so I told her I would book my rooms online. I went the website for [redacted].[redacted]. I started to make the reservation for two rooms but when I got to the end with my credit card information I notice the reservation was not correct. It only had one room and I needed two rooms. There was no conformation or submit button or a way to fix it on that page so I hit the back arrow and went back to correct the reservation to two rooms. However, when I got the conformation in the email, I had two conformations: one for the one room and one for the two rooms. No big deal right I will just cancel one. So I made sure no one else in the family didn't need the room and called the night before the reservation to cancel the one room. I told the lady on the phone what happened with the web site and I needed to cancel the one room. She proceeded to tell me that reservation could not be canceled because it was for two days ago and I had already been charged for the room. I again explained how the website messed up on this reservation and I wanted a refund or I wanted that money put toward the room I would be staying in tomorrow night. She said that would not be possible. I spoke to manager "[redacted]" and she told me the same thing. She even told me I could talk to customer service but there was nothing they could do either. SO for the mistake you website made I am out 107.79.Desired Settlement: I want a refund of the 107.79 that they charged me for a room that I never reserved or stayed in. Reservation Confirmation Number: [redacted] This is the reservation number of the reservation I am asking for the refund that I attempted to cancel.This is the reservation number of the reservation I am actually utilizing for myself, sister, mother, and father for a funeral. Reservation Confirmation Number: [redacted]

Business

Response:

Thank you for contacting the [redacted] regarding your reservation. I will be following up with the hotel and I will get back to you as quickly as I can.Sincerely,[redacted]Best 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: My initial complaint started with the Best Western Plus Addison Galleria in [redacted]. The housekeepers threw our food away that we purchased from the [redacted] in the amount of $36.25. I immediately contacted the manager [redacted] Patel, he said he would take care of it by giving me $20.00 off my bill and reward points. I told him, that is not what was spent. He told me that I could take it or leave it. I said fine I will take the $20.00 off and talk to the corporate office about this issue. He said fine, since I want to talk to corporate then he will give me nothing. So basically he lied by going back on his word because I wanted to talk to corporate, and he charged my card for the total amount. His employee [redacted] at the front desk was very rude and disrespectful, she told me to leave the hotel and called the police. I told her I would not leave without paying my bill.There was a nice lady that worked in the sales department that tried to assist me, but [redacted] got mad at her and locked her in the area where you check in, it was ridiculous.The police came and nothing happened, that was a waste of time. So when I got home and informed corporate of this issue, they said they wouldn't credit me my $20.00 even though the manager said he would. They said they can't make him do something that he doesn't want to do. I said the corporate office should have authority and shouldn't allow people like [redacted] to work and represent their company. We are all customers to some business and we deserve to be treated fairly and not lied to. I'm highly upset with corporate for being so nonchalant about this issue.The last rep said all he can do is give me a travel card and reward points to use towards a hotel stay.That is ridiculous because I would never want to stay at a Best Western again after this experience. Best Westerns have other bad reviews that I read online as well. I thought that corporate was here for the customers but apparently not. All I wanted was my money back and the situation turned out like this.Desired Settlement: I was willing to accept the $20.00 credit but after this horrible experience I deserve the $36.25 for the cost of the food.

Business

Response:

File [redacted]Dear Ms. [redacted],Thank you for the feedback you provided with the Revdex.com regarding your experience with the Best Western PLUS [redacted] in [redacted], TX.I sincerely apologized for the way this situation was handled.I have issued you a refund check for $20.00 and it will be sent to the following address:[redacted]

Thank you again for bringing this matter to our attention.Sincerely,[redacted]Best Western International