Best Western International Inc.

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

Review: 2/15 on [redacted]. Made reser.for 3 nites [redacted]. 2/16 my bank called to say tran did was blocked as fraud because we had trans in MN and BW made tran in AZ and Hotel tried in Rome the Rome tran was blocked as potential fraud. Called BW they saw confirmation but not reservation and resent conf. Rep did not know if tran would be reprocessed. Called back 2/22 still no reserv.Rep said I could redo reserv or call hotel. I called hotel 2/22 desk said no reservation and booking fast so they could process for me over the phone. I decided to us BW.com since I knew them and not the hotel. Changed to 2 nites and redid reserv. and it went through fine. 3/4 BW email saying original tran did not go through (knew that)said if I did not give new credit card it would be canceled. I said to cancel because I had already redone. 3/5 BW email saying I needed to cancel my 2nd for 2 nites because the 1st for 3 nites was not cancelable. I had been told by hotel and BW the 1st did not show a reserv. and both recommended I redo. Now I am paying for one nite I did not use. Called BW several times, called hotel and met with desk and manager at hotel. No satisfactory resolution. I want a refund for one night US equivalent to 184 EURO. I have spent hous on the phone time with staff and money on phone call to Rome. I only changed plans because they said original did not show reservation. They keep saying the original was not cancellable but I was told there was not a reservation and encouraged to make a new one. Very frustrated. Also BW several times said they would email or call me and did not. Besides Mr.[redacted] hotel manager (he saw all my doc. and agreed BW should reimburse me) I spoke with [redacted] and others at BW and the hotel front desk.Desired Settlement: One nite reimbursement for hotel stay not used. US dollar equivalent to 184 euro. An apology for the time and extra money I spent and the frustration caused.

Business

Response:

File [redacted]

Dear Mr. [redacted],

Thank you for comments regarding your experience with the Best Western Hotel [redacted]. I sincerely apologize for the unfortunate incident that occured with your reservation. To further review this matter, please forward me a copy of your receipt from the actual stay and a copy of your billing details showing the charges from the hotel. You may fax the details to [redacted] or email to [redacted]

Thank you kindly in advance and looking forward to hearing back from you.

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.

I have responded to the business by faxing the requested information. No resolution has been proposed at this time.

Regards,

Business

Response:

File [redacted]

Hi Mr. [redacted],

I received your 13 page fax regarding this matter and will continue to review and work on this for you.

I will update you as quickly as possible.

Thank you for your kind patience.

Sincerely,

Best Western International

Review: On 17 June 2015 my wife booked & paid ($111.86)for a room through [redacted].[redacted] at the Best Western Cityplace Inn in [redacted]. We checked in on the 20th of June and out the very next day. I went to the front desk to turn in my keys and get a receipt. They lady at the front desk reminded me I paid through an outside party and have a receipt from them and not the hotel. I said that's right and thank you. On the 23rd of June I noticed the hotel charged me $95.08 so I called and asked about it and they said YES it was a mistake I shouldn't have been charged but I would have to wait for a manager to call me back & fix it. No manager ever called back I had to call and when I finally got ahold of one she said she would fix it & instead she AGAIN charged me another $95.08. So now they have taken a total of $190.16 and have yet to refund it. I have called several time only to be told the manager is on vacation or she is out for the day or she is not there at the moment. Not 1 single phone call I have received from them. I filed a complaint with Best Western corporate office as well but have heard nothing back from them either.Desired Settlement: DesiredSettlementID: Refund

I want my $195.16 refunded ASAP!

Business

Response:

File 150715-5553Dear Mr. [redacted],Thank you for contacting our office through the Revdex.com regarding your billing issue with the Best Western Cityplace Inn in [redacted], TX.I will be following up with the hotel on this matter and get back with you as quickly as possible.Sincerely,[redacted]Best Western International

Business

Response:

File 150715-5553Dear Mr. [redacted],Thank you for contacting our office through the Revdex.com regarding your billing issue with the Best Western Cityplace Inn in [redacted], TX.I will be following up with the hotel on this matter and 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 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,

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: I booked a hotelroom through their website for Jan. 16 - Feb. 19 for 0 $ which was obviously a mistake. However we did get a confirmation for that price. A few weeks later we heard that there was a computer glitch and we got another e mail stating that for Jan.16 - Feb 6 it is 125.06 and for Feb 7 - Feb 19 132.46. The e mail we got the next day stated " the rate on the confirmation was our weekly rate & is the lowest rate for the dates of your reservation" We called the hotel last week to confirm and now we are told that the rate is actually the nightly rate. After another phone call the person we talked to told us the cheapest they can give us the room for is 99$. However, the day after I got another confirmation and this time it did not even mention the 99$ but stated 125.06 and 132.46. This is a far cry from The 0$ we booked the room for ( plus the fact that the email was sent 1 day after they verbally offered 99$ ). I want to clarify that my complaint was concerning the Best Western hotel and suites Biltmore.Desired Settlement: While we don't expect to get a room for 0$ there has to be a better price than the one the hotel offered.I have taken my vacation for that time and we booked a flight coming from Canada and it would be a great inconvenience if we would not come to an agreement about the price.

Regards

Business

Response:

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

Review: In the Spring of 2013 the Best Western hotel chain has advertised a free night after three stays. I met this requirement by staying three nights in March and never received the free night voucher. On August 4, 2013 I inquired about this and initially received some responses that were passive at best on this. Eventually I was told that Best Western had sent me the free night voucher in March and it was unused and had expired at the end of June. One e-mail said a grace-period was extended thru July and that had expired as well. My August 4th inquiry came four days too late. A later e-mail, from [redacted] a Customer Care supervisor indicated the voucher had been e-mailed to me in late May and expired a month later (end of June) and Best Western could not off an extension.While I understand Best Western must have timelines, my complaint is that I never received their voucher. I had my company's (a 600-employee company) IT department check and confirm that their e-mail was never received by our server. Best Western may have records to show it was e-mailed and to what address but they never offered that. Regardless, I cannot use a voucher I never received. Further, Best Western failed to follow up as most companies do with notice that a voucher was about to lapse (albeit they are under no obligation to do so but most companies do that as a courtesy). I tried to make clear that they failed to deliver the voucher and, of course, they did not make use of the US Mail service to deliver a hard copy.The bottom line is they made an marketing offer and I met the requirement and could not benefit from this because they failed to deliver.I wish to offer that I am a Gold Elite Best Western Member and was staying at their properties regularly. I also want to add that I had a very similar occurrence with a promotion they offered in 2011 or 2012. In that event they failed to deliver on the same offer until I contacted them. They eventually did reward a free night but gave me 2 weeks to useDesired Settlement: I only want the free night voucher that they offered for guests that stayed three nights. I met this requirement and Best Western has failed to deliver on what they advertised and pledged to provide.

Business

Response:

Hi [redacted]

Thank you for your comments regarding your Rewards account. This is currently being reviewed. We will contact you back as quickly as possible.

Kind Regards,

Best Western International

Review: I reserved a "oceanveiw" room at this hotel under the expectation that I would be in a room with direct patio ocen view portrayed in the pictures which are listed with the room grade selection portion of the reservation process. The room I recieved on 2/13/15 did not have the veiw portrayed in the photos. The the veiw actually faced horizontally to the shore. There was also a waist high hedge about 2.5 yards from the patio window which obstructed the veiw even further. The room number is room 181. I contacted management and requested a room change, but the I was told that there was no other availability in the rooms which actually have the veiw which is advertised. My husband and I stayed for the 2 day booking due to the fact that there were no other local hotel rooms available at this point and we were 5 hours away from home. I made this reservation based on this businesses advertising listing and photo. If not for the advertising, I would have reserved at a different hotel.Desired Settlement: I have complained to the hotel and they have offered me a $50 gift certificate for a future stay at this Best Western ([redacted]) location. However, I do not accept this resolution. I'm requesting a cash refund of half of the total reservation cost.

Business

Response:

Complaint ID# [redacted]File Number: [redacted]Dear [redacted], Thank you for contacting the Revdex.com regarding your recent experience with the Best Western PLUS [redacted] in [redacted], **.I sincerely apologize for your disatisfaction. I also understand that you are not satisfied with the hotel's resolution. I have sent your recent message and request to the hotel manager for review. As soon as I receive an update from them, I will follow up with you immediatley.Thank you for your kind patience as I work on this for you.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 will await the hotel manager's response via [redacted].Regards,[redacted]

Business

Response:

File [redacted]Revdex.com Complaint ID #[redacted]Best Western PLUS [redacted]Dear [redacted],I received another update from the hotel manager and they have assured our office that you have been contacted directly and they will be sending you a refund check in the amount of $298.59.Please let our office know if further asssitance is needed.Sincerely,[redacted]Best Western International[redacted]

Review: Location - Best Western [redacted]Dates:Feb. 9 to Feb. 12, 2015Problems with customer service occurred every day.We contacted the front desk every day - sometimes with the same problemand sometimes with new issues.These include: 1)Originally assigned Rm [redacted] unloaded clothes and bath items.After coming back from lunch noted there was no city viewjust a 6 ft. concrete block wall.Got reassigned to Room [redacted] and had to move all of our stuff.This should have been caught by the hotel on our reservation.Failure that resulted in us wasting time moving around. 2)From Feb. 9-Feb. 11 toilet was flushing very slowly and almost overflowed.Front desk was informed each day and no one came up to fix!Failure that resulted in us having to contact hotel and hoping for a fix!3) Feb. 10 1st floor hallway flooded. Could not use exercise room.Very disappointing and lack of access to advertised hotel feature. 4) Feb. 10 & Feb. 11th water in sink and toiler had strong sulphur smell.Couldn't use coffee in room and ended up with stomach cramps.Again spent time each day contacting front desk about this.Could not use coffee maker in room and had to be very cautious with waterA very serious condition that could result in many visitors getting sick.Might want to call in [redacted] to check out. 5) Feb. 10 & Feb. 11, coffee station in lobby was dirty with sugar, coffee creamer and water on the station. Front desk again contacted. Hotel attendant ended up rudely pushing me out of the way on Feb. 11 to get to coffee lids. Hotels guests could easily get sick from this condition. Need to contact corporate on changes needed. 6) Feb. 11 at 8:30 pm, called the front desk and requested a wake up call for 5:00 am on Feb. 12 to get to airport on time. No call was made.Desired Settlement: Full credit back for entire stay of $318. No one in Best Western customer service is reading how we continually tried to get items noted to the front desk and fixed hoping that it would get better.

Business

Response:

File [redacted]Dear [redacted]Thank you for contacting our office through the Revdex.com regarding your experience with the Best Western [redacted]. I reviewed the case file ([redacted]) and our records indicate that this matter has been resolved with a total amount of 21,200 points in which you accepted.Thank you again for allowing our office to assist you with this matter.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,

In addition, I want to thank the Revdex.com for helping to resolve this matter.Thanks so much

Review: I made a reservation at a Best Western hotel in Miami in August 2013 for a vacation in February 2014 and received a promotional rate. It was my understanding that it would be a new hotel and was guaranteed that it would be open. About a month before my trip, I received a call that Best Western had to cancel my reservation because the hotel would not be ready. They told me that if I booked another room in the same category, on the same date and the same area, they would match my previous booking rate. This close to my vacation, I couldn't find any other hotel for anywhere close to my promotional rate, so I trusted that Best Western was reliable and made a new reservation at another hotel in Miami. 2 days after arriving home, on February 18, per their instructions, I faxed them my hotel receipt along with a cover letter with my file number (which changed through the process I have endured trying to get my refund), an explanation of the situation and all of my demographic information (address, phone, email). Within 24 hours, I received a phone call to verify my mailing address. I called them back the next day and provided my mailing address. After about 3 weeks when I did not receive a refund, I contacted Customer Relations and was told that they were awaiting me to verify my mailing address. I told them that I had done that. I was told that it was being processed. I called back a few days later and was told that it was approved for $185, I was asking for $209. They told me it would be reviewed again and I called back a day or two later and was told it would be $168. I spoke with a supervisor and on March 14 was told that a check for $185 would be sent to me "today" and although, I did not agree with the amount, I agreed to it because I wanted to settle this and pay my credit card bill. On March 21, I had not received the check and I called back and was told that the check was "accounting approved" on March 19 and that checks were only processed and sent one day a week and mine would be processed and sent on March 25. Today is March 29 and I still don't have my money.

I have spent hours on hold and speaking with agents and supervisors in the Customer Relations department. I have been given false information since I was guaranteed that the hotel would be open when I made the initial reservation last August. I have told them I am a dissatisfied customer and will never again stay at a Best Western. They have still not made this situation right. Changing my hotel reservation caused us to also have to change our rental car reservation, resulting in an increase in cost.

My current file number is [redacted].Desired Settlement: I believe that I am entitled to a formal apology for all of the frustration and inconvenience that I have experienced.

I would like to somehow prevent them from causing another customer to have to endure what I have due to their policy.

Most of all, I just want my refund in a timely manner.

Business

Response:

File [redacted]Dear Ms. [redacted],Thank you for your additional comments to our office regarding how your complaint has been handled. I am deeply sorry that this was not handled for you in timely and effecient manner. I would also like to apologize for the unfornate issue with the original reservation and hotel. We do appreciate your business and I truely hope that you will give our Brand another oppportunity to accommodate you.The check has been sent on March 25th and made out for the amount of $185.00, Check number [redacted].Please let me know if the check was received or if you have any other concerns regarding this matter.Again, thank you for allowing us the opportunity to resolve this for you.Sincerely,[redacted]Best Western International

Review: Staff from the hotel opened my suitcase, found my wallet inside it and took money from it. When I went to complain at the hotel lobby I found out that someone else in a different room had her money stolen from her hidden purse inside her hotel room. We both called the police, we both talked to both [redacted] and [redacted], the hotel clerk and manager. They were very rude, unprofessional, and did not want to help with anything. All this happened on Saturday night, Jan 4, 2014. The police complaint # is [redacted].Desired Settlement: I want the money that was stolen returned, for [redacted] and [redacted] to be retrained in customer service and manners, and I want this to never happen again.

Business

Response:

Thank you for your message regarding your experience with the Best Western [redacted]. I sincerely apologize for this unfortunate incident. I will be following up with the hotel manager and get back to you as quickly as possible.Sincerely,[redacted]Best Western International

Review: I stayed at the best western leesburg, va from aug 22-24 and despite the fact that I complained that the carpet didn't look like it had been vacuumed in several months and there was a significant amount of BLACK MOLD on the ceiling in the bathroom, I was still charged full price. BLACK MOLD IS UNHEALTHY!!! Why wasn't that room properly cleaned before putting guests in it??? The guy who claims to be the manager didn't even seem to care that the room was unhealthy and something needs to be done about it. There is nothing "best" about this hotel.

Business

Response:

File [redacted]

Dear Ms. [redacted],

Thank you for contacing our office through the Revdex.com regarding your stay with the Best Western [redacted].

I sincerely apologize for the negative experience you had during your two night stay.

As a good will gesture from our office, I would like to send you a Best Western Travel Card for the first night of your stay in the amount of $90.00. You may use the gift card at any Best Western property the next time you travel and the card will not expire or depreciate in value. Please contact me directly to accept my offer at [redacted] or by email to [redacted]

Looking forward to hearing back from you

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.

As a "good will gesture", why don't just credit my credit for the $90 I used for my previous black mold stay and explain to the guy claiming to be the manager that BLACK MOLD is not acceptable?

Business

Response:

File [redacted]

Dear Ms. [redacted],

Thank you for your message. Unfortanately, our office is unable to process a direct credit to your credit card as we are not the actual merchant.

The hotel has advised our office that the "mold" you saw was only a water stain from the shower on the ceiling and was confirmed by the County Health Department that it was not mold.

My offer for the $90.00 gift card is still valid should you chose to accept it.

I will await your response.

Sincerely,

Best Western International

Review: [redacted] hotel in [redacted] was part of the vacation package with [redacted], and the reservation was for May 18 – June 1, 2013. As it can be seen from the advertising on [redacted] Vacations, the hotel offers Complimentary Continental Breakfast. At the end of stay, at check out, we were asked to pay for breakfast…although it was included in the package. I explained the clerk that the breakfast was advertised as complimentary, included in the vacation package, but he said he doesn’t know about it. We paid 208.00 Euro for 13 breakfasts; we spent half the time away from [redacted]. I would like to receive refund the 208.00 Euros, because the breakfast was advertised as complimentary, and it was included in the vacation package. I can submit the print out from [redacted] Vacations that still mentions "Complimentary Continental Breakfast" as of July 5, 2013! The stay at Best Western [redacted] in [redacted] was part of a vacation package purchased from [redacted] Vacations; the package included airfare and hotel. The reservation was not made directly through Best Western.

I would like to also inform you that during the stay in [redacted] @ Best Western [redacted], May 18 - June 1, 2013, the weather was extremely cold and during the day averages were between 42 and 58 F, while at night the temperature was as low as 34 F. We repeatedly asked to have the heat turned on, as it was very cold in the room, but we were told that the heat was disconnected for the season. This was a major inconvenience and I was ready to cancel the stay @ BW [redacted], but it was part of the package purchased with [redacted] Vacations, and we were already in a foreign country…It was cold and it rained almost every day, and it was very cold in the hotel room; during the night the temperature never went above 47 F, mostly in the higher 30s and low 40s…This extremely unpleasant situation requires at least a partial refund of the price paid for the room!

The employees were very nice, but it was cold in the room, and on top of that, we incurred charges for the complimentary breakfast, and this was definitely aggravating.

I filed a complaint with Best Western International, but after 3 weeks of emails, there was no satisfactory resolution.Desired Settlement: Best Western International should honor the advertising, and also adjust the room temperatures to current weather, to guarantee comfort for their travelers.

Business

Response:

Dear Ms. [redacted],Thank you for your comments that have been sent to the Revdex.com. Please allow me to sincerely apologize for the confusion and the false information you received from the Tour Operator. 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. The Travel Card can be used at any Best Western property and it will not expire or depreciate in value. Please contact me directly to accept my offer at [redacted] or you may email me at [redacted] Any further refund request will need to be discussed with the original Tour Operator.Looking forward to hearing back from you.File number [redacted]Sincerely,[redacted]Best Western Customer Care Lead

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. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I am disputing the charges 208.00 Euro ($280.5) that were made by the employee of the Best Western [redacted] in [redacted], and not by the Tour Operator - Delta Vacations. As it can be seen from the advertising that is still active on Delta Vacations website, Best Western [redacted] offers "Complimentary Continental Breakfast" but at checkout we were asked to pay for the breakfast! The erroneous charges were made by Best Western; I am attaching the web page that advertises "Complimentary Continental Breakfast". Under no circumstances we would have considered having breakfast for $21.5 per person! I am also complaining about the lack of heating in the room during the 14 days stay, during an extremely cold weather in [redacted], that has no connection with the Tour Operator - Delta Vacations. $50.00 credit towards future stay at Best Western is unacceptable considering the above mentioned circumstances. I am expecting to have the $280.50 erroneous charges for breakfast refunded, and a compensation for the refusal of Best Western [redacted] to turn on the heat in the room, in very cold and humid weather, during the 14 days stay.Regards,[redacted]

Business

Response:

File [redacted]Dear Ms,[redacted],Thank you for your feedback through the Revdex.com. As advised previously, the Rate booked by the Tour Operator did not include breakfast, therefore the hotel did not receive the reservation with breakfast included. To further assist you with this booking error, you will need to work directly with the original booking source.Again, I sincerely apologize for any inconvenience this has caused. Please let our office know if you have further questions.Best Regards,[redacted] Best Western International 800-528-1238

Review: We recently spent a night in this establishment. Our 4 year old daughter became ill in the middle of the night. She vomited on the bed. We went to the front desk to report and requested additional sheets/covers which were supplied. We also requested a plastic bag to put the soiled linens into. We set the soiled linens in the hall. The following Monday after our weekend stay, we were charged $500.00 for damages. When called to ask what the charges were for we were advised that the hotel was unable to remove the vomit stain from the mattress and the room had an odor not allowing them to rent the room the following day.We were not contacted that there were any issues. We went to the night staff of the establishment and NOONE from housekeeping seemed to be concerned that this might be an issue. NOONE offered any assistance with our sick child.It is hard to conceive that a hotel establishment does not have the proper means to clean/sanitize/remove stains from linens and mattresses. It is hard to conceive that "damages" are worth $500.00 and could be accessed without informing the patron.Yes, we signed a waiver for "damages"; however, a young child getting sick in the middle of the night hardly constitutes intentional damage or destruction of property.Desired Settlement: We would like to be reimbursed the $500.00 that was charged for damages.

Business

Response:

File [redacted]Dear Mr. [redacted],Thank you for contacting the Revdex.com regarding your experience with a Best Western property.To better assist you with this matter, please provide tne name and location of the Best Western Hotel.Thank you kindly in advance and I look 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The hotel location was Best Western Plus Northshore Inn - [redacted], **.

The response from the hotel is simply asking the hotel location.

Regards,

Business

Response:

Dear Mr. [redacted],Thank you for your email reply and additional information.I will follow up on this with the hotel manager and get back with you as quickly as possible.I received an update from the hotel manager of the Best Western PLUS Northshore Inn in [redacted], **. I will post it below for your review.The hotel will not respond further and the guest will not be reimbursed. Please let me know if there is anything further you need. Hotel’s response: This [redacted], the front desk manager of the Best Western Plus. I tried to get a hold of [redacted] but she did not answer. We have pictures to prove that the guest damaged all of the linens and stained the mattress that night. The mattress plus the linens cost a lot more than the $500.00 we decided to charge him. We do not want to reimburse him for the damages he caused to our room.The reason no housekeeping went to go clean the room that early in the morning (he first came to the front desk between 2am-6am) was because we don't have housekeepers 24/7. Our housekeepers get to work at 9am on weekends. No one was able to go into the room to clean the vomit up for him. He waited until after 9am to even take the sheets off the bed. There was no way our housekeepers could've gotten into that room before the stain set in. -[redacted]Sincerely,[redacted]Best Western International

Review: Electrical services were out for the entire day at this hotel and [redacted] at the front desk told me that she is unable to provide mt with a concession because she wasn't authorized to do so. This property is in poor shape and could really used an update.Desired Settlement: Refund of day without power.

Business

Response:

Thank you for contacting the Revdex.com regarding your experience with one of our Best Western properties. I sincerely apologize that your stay was not a positive one.To better assist you with your concerns, please provide 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

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 Plus - Windsor Inn[redacted]

Regards,

Business

Response:

Thank you Mr. [redacted] for the additional information. Please let me know on what day was the hotel without power. Thank you kindly in advance.Sincerely,[redacted]Best Western International

Review: On May 8th, and 9th 2014 I stayed at the Best Western [redacted] in Houston, TX. I had driven a total of 1600 miles and was very tired. When I awoke on the 9th, ii felt something on me. As I turned over I saw a huge roach in the bed. I killed the roach and proceeded to take a shower. But while I was taking the shower their was another one in my towels and yet another one on my back. At this point I got out of the shower, took a picture, and went to the front desk. I showed the clerk the picture, and they first asked me what did I want them to do. I said I would like another room. They gave me another room, but because of that I really did not get any sleep that evening. The next day I was flying out that evening at approximately 7pm. I asked the hotel if it was possible if I could have a late checkout at 5pm. There normal checkout time is 11am. They offered me a checkout time of 1pm. in light of what happened I was quite insulted, and ended up checking out at 11am and spending almost 9 hours roaming around the airport. When I returned home I called the corporate office and they offered me a rewards card with some points on it. The way it was explained to me is that it was to be equal to one night at one of their hotels. I come to find out that the points only cover about 1/3 of the cost of one of there rooms. That is unacceptable for what I had to endure. I even took a picture of one of the bugs,in the shower which I have saved in my phone.Desired Settlement: I would like I refund of the amount of the room for the night that I was inconvenienced please.

Business

Response:

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

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'm sorry but a $50.00 gift card that can only be used at one of your properties is not acceptable. First of all I will probably not be staying at a Best Western Property again. Secondly the amount does not began to cover what I experienced not only in the room, but from the treatment of the staff as well. I have enclosed a picture of one of the bugs that I knocked off of me in the shower. Like I stated in my original complaint. because of what happened and the treatment received from the hotel staff I feel that a refund of one nights stay is appropriate to settle this matter.

Regards,

Business

Response:

Dear Mr. [redacted],

Thank you for your response. I understand your position in not accepting my Travel Card offer. Again, I sincerely apologize for the negative experience you encountered at this location. What I can do is send you a $50.00 refund check instead of the Travel Card. Please provide me with your mailing address to send the check right away.

Thank you kindly in advance.

Sincerely,

Best Western International

Review: Best Western Intl refused to follow their "Best Price Guarantee" even when irrefutable evidence was given of a better price elsewhere. Their "bait and switch" practices are at best unethical and at worst illegal.Desired Settlement: I would like my hotel stay to be fully refunded, my $100 gift card as promised in their T & Cs, and $250 in other compensation for my time.

Business

Response:

File [redacted]This has been resolved with Mr. [redacted]. We contacted him earlier today. The claim has been approved and the rate has been changed for his upcoming stay.Mr. [redacted] will also receive the $100 Travel Card 2-3 weeks after his stay.Please let our office know if further assistance is needed.Sincerely, Elizabeth C[redacted]Best Western International[redacted]

Review: I have made several attempts to resolve my issues with the business and they have either ignored me or treated me with anger. When I ask to be escalated or to speak with someone different, they just refer me back to the same people that have treated me so poorly. I will paste below two recent notes I sent that will give specifics and details about my complaint. Basically, I entered the parameters of my travel into the Best Western website and asked for room pricing. I found one I liked. When I tried to book it, the price disappeared, there was no option for the price I was shown; everything was at a higher price and I hadn't changed any of my travel parameters.

I am trying to contact someone at the corporate office. I see it is in Phoenix, AZ. Perhaps you can forward my note to a corporate officer. I am planning a vacation to Seattle to celebrate my ten year wedding anniversary. I am a BWR member and [redacted] member. I put the dates of our travel into your website, 09/12-09/15, and decide to select the [redacted]; based on the rate shown of $125.99. When I click Check Rooms & Rates, the lowest priced room I see is $143.99. It feels like the website is being deliberately misleading by enticing you with the lowest possible rate and then changing it when you try to book. Why does the price have to change when I haven't changed any of my travel parameters? I already told it the dates of travel and it gave me $125.99; why can't it tell me $143.99 from the start so I can make an informed decision. When I look at the [redacted], using the same parameters, it lists $188.96, then when I click Check Rooms & Rates, there is actually a $188.96 option. Why do you feel an asterisk by a price allows you to list the lowest potential price and then change it? Doesn't that seem unethical and dishonest? I understand that a hotel can have different prices during different days. Considering, I already told you the days I'm going to travel, and I didn't interact with or change anything on the website, other than clicking a button, why the two different prices; why not just list the $143.99 instead of the $125.99? The only answer I come up with is you are trying to trick the consumer. If an asterisk gives you the ability to do this, why not just list the rooms for $1 and then give the real price when you go to book the room? When I called [redacted] to talk to them about this, I was treated horribly; I also became angry. They could have honored the $125.99. They didn't. They even blamed me for not knowing how hotel rates work. They tried to further substantiate their actions by saying all the other hotels in the area do the same thing. The best response I received from the hotel manger, [redacted] I think was her name, when I mentioned the rate for the [redacted] doesn't change, was her telling me that the [redacted] was actually trying to deceive me and cheat me by not offering a different, lower rate on the weekdays. I wish I had that recorded because it was amazing. Can you offer any help or explanation that would make me stay a customer?

Mr. [redacted], Miss [redacted] and to whom it may concern, I may not remember your names correctly, though I feel you may remember me. I received the notice you mailed me about the room rates for my reservation, that you sent after our unproductive and customer unfriendly phone call regarding the bait and switch rates you post on your website. I very much appreciate the obviously insincere, sarcastic and blatantly harassing gesture of mailing me documentation on the room rates, which we had already reviewed, in an attempt to prove a point; that you have all the power. While you may be able to cower and hide behind a gray area where your business practices may not technically be illegal; they are definitely immoral and unethical. You can rest assured that, while the court of law may not support me in holding you responsible for operating in a manner that honors your customers, I will be spending my time seeking satisfaction in the court of public opinion. I have already begun my campaign on [redacted] and [redacted] to tell everyone about my experience. I have filed a formal complaint with the Revdex.com. I have also contacted your corporate office in Phoenix, Arizona. I am constructing my submission to the [redacted] and looking for any and all customer advocacy groups that will listen to my story. I think [redacted] will be very interested to pursue a story where I can demonstrate for him that you lure me in by advertising one price and then change it without me changing any parameters I submitted to obtain the original quote; this is almost a text book description of a bait and switch. You could have taken the high road, honored the rate I was initially quoted, and looked to make improvement to your website; instead, you chose to personally insult and harangue me; with your final act being the letter you sent to me. Since you are looking to belittle me and make a statement, I will do you the courtesy of responding in kind. My actions may have zero impact or may not bring about any meaningful change. At least I will have a clear conscience and know that I helped provide others with the necessary information to make an informed decision; something you strive to take away from the public.Desired Settlement: At first, all I wanted was for the price I was quoted to be honored. After the horrible experience I had trying to speak with the managers, I wanted an apology. Then, I tried to use the contact us form on Best Western's website; after being ignored by the cyber-response team, I'm not sure what would restore my confidence in this business. I think, my desired outcome, would be a change in policy so that there is always an option that matches the advertised price and no more trickery.

Business

Response:

File [redacted]Dear Mr. [redacted],

Thank you for your comments regarding your upcoming reservation with the Best Western PLUS [redacted] for September 12, 2013 for three nights.

The rates are booked and confirmed as follows:

$125.99 + tax for the first night

$152.99 + tax for the second night

$152.99 + tax for the third nightNo other rates are listed on the reservation.As a good will gesture from our office for the confusion, I would like to send you a Best Western Travel Card for the amount of $50.00. You may use this card at any Best Western property. The card will not expire or depreciate in value. Please contact our office directly to accept the Gift Card at [redacted]. Please reference case number [redacted]. Thank you kindly in advance and looking forward to hearing back from you.

Sincerely,

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 for the business to perform this action and, if it does, will consider this complaint resolved. This was never about receiving compensation. This was about reporting the misleading pricing so it could be changed and about providing feedback regarding the awful treatment I have received when trying to call the hotel, customer service and through every step of this process. The only time I received basic common courtesy was when I involved the Revdex.com. I hope that Best Western will that a long look at how they are doing business and make changes to better the customer experience. At this point, I would not be considered a promoter of Best Western because they have not demonstrated they will take care of people. Even this offer seems like an empty gesture. Due to my treatment, I am not seeking other accommodations for my 10 year wedding anniversary trip, which is the event that prompted this whole thing, and I'm paying more than $100 more for the cheap room; so $50 doesn't really reimburse me. I want to thank the Revdex.com for helping me and advocating on my behalf. I hope, in the future, Best Western will be more responsive to customer inquiries.

Regards,

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.To whom it may concern, I apologize if this is not the correct way to add comments to an existing file. I tried to website and was not able to figure out a way to include additional information. On 08/08, I sent a response on the website to accept the response from the business to resolve my issue. If possible, I would like to rescind or amend that message/acceptance. When I initially read the response from [redacted] on 08/06, I see that she restated the hotel rates and didn't really address my concern. She offered a gift card as a token for any confusion. I was not happy with this response so I called the number on the response. I spoke with [redacted]. I walked [redacted] through my issue, he apologized, said [redacted] was his supervisor, that she was aware of the issue and they still wanted to give me a gift card. I told [redacted] I would accept a gift card as a good will gesture and to help offset the added expense I incurred by booking other accommodations for my trip, since I don't trust the Pioneer Square BW and don't believe they offer any customer service. I did express and have expressed multiple times to numerous people that I still fee the root cause is not being addressed or fixed. Now, I receive a call from someone claiming to be from the Arizona corporate offices on 08/10; my birthday, no less; telling me he wants to work to resolve my issue. I find out that this gentleman is not at the same level or above [redacted]. I can't understand why he is calling me on a Saturday. This gentleman offers no options or solutions. He just proceeds to tell me how mistaken I am, even though he sees what I see on the website and acknowledges the fact that the pricing changes even though Best Westerns own disclaimer says the pricing quoted will only change based on a change to dates of travel and occupancy; which I never changed. I asked that I not be called again by anyone below [redacted]'s level of supervisor and not to call me just to tell me I'm wrong. I recorded the phone call, if anyone would like to listen to how I was treated and the complete lack of resolution. Will anyone at Best Western take this issue seriously? Is it so difficult to admit that the pricing is, whether intentional or not, confusing and misleading? Can't Best Western just admit there is a better way to advertise pricing and fix it? You should not be allowed to display two different prices for the same travel parameters and have those two different prices be displayed in the order of lowest first, in order to entice me to purchase, and then higher, when I actually go to purchase. I now get to remember my birthday this year by the fact that Best Western took the time to call me and tell me how ignorant I am to go along with the fact that my ten year wedding anniversary will always have the awful memory of this entire experience. I was hoping a milestone anniversary like ten years would be memorable in the best ways, not because I tried to book a simple hotel room and was treated like garbage and ignored for several weeks. Hopefully, time will erase these memories and replace them with positive ones. In closing, I don't feel this issue is resolved and would like your assistance in learning what my next steps/options are to seek satisfaction/resolution. I appreciate your time and assistance. Please feel free to share the contents of this message with Best Western. Best regards,[redacted]Regards,[redacted]

Review: Thur 7/2 945pm headed to pool. 947ish was getting into the hot tub and first step in slipped and fell into the tub. Ankle and side of leg were scratched up. My mom goes to desk to complain because the tub inside is so slippery. They guy informed her "yes it is, sorry. They just painted it" and that was all. No report was filled out or asked to fill out. Went back to room since pool closed at 10. Went to desk first thing in AM to talk to mgr and a superviosor advised she will leave a message. Still to this day as many times as I have called/ went to desk or left message I have not recvd a call back and today is 7/6. Called priceline and they will refund however they need [redacted] or ** to give approval. At first my main complaint was they need to have something up to warn ppl it is slippery because I was hurt, and someone could get hurt worse.Thats all I wanted. But then since the service was so bad after, I now want a refund. The Friday we left the room and came back on friday afternoon and thought our room would be cleaned, but it was so messy, I took pics of it and called the desk to compain. He apologized and said they have new employees, that's the problem. Spoke to [redacted] several times, he is the front desk worker. He informed me that they just painted it and have not put the proper paint in it to prevent slips. Also when we went to the pool the next day I was telling my husband to be careful and someone heard and said she had fallen also, but not like mine (scratches and tender ankle).Desired Settlement: Refund and the proper paint so no one gets hurt again

Business

Response:

Dear Ms. [redacted],Thank you for contacting the Revdex.com regarding your recent stay with one of our Best Western properties.I contacted you by phone and left a message for a return call. I need to obtain the name and location of the Best Western hotel to further assist you with this matter. You may contact me directly at ###-###-#### or via email to [redacted].[redacted].[redacted]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: Made a reservation then when I went to cancel the hotel said they couldn't find reservation. On Sunday July 5th 2015 the hotel made 3 charges adding up to $150.00 and when I called, they refused to refund money because they couldn't find reservation after the charge they then could find it and said it was my tuff luck.Desired Settlement: I want my money back that the bank paid the hotel the bank charged me 3 overdraft fees of a $102.00 I want at least the $150.00 back since I didn't get to stay there. They rerented the room both (2) nights.

Business

Response:

File [redacted]Hello Mr. [redacted],Thank you for taking my call earlier and for the additional information provided. I will follow up with the hotel manager and get back with you as soon as possible.Sincerely,[redacted]Best Western International

Review: This was the worst experience in my life. I was quoted $ 62.54 each night for the 2 rooms I reserved. I called to confirm my reservation with front desk staff 3 times, on 7/21, 7/27, & 7/31 & every conversation front desk confirm, I had 2 rooms confirmation number 18808 & 18809 and my price was $62.54 because I was with the wedding party & had the group rate. When I arrived at the hotel the price was changed to $107.10 for both rooms each night. I spoke with the front desk agent about this change in price and she informed me I need to speak with [redacted] in the morning.

After checking into my room 103, I noticed my room had a horrible odor, the blower was really loud, the bathroom had some mold around the tub walls & the tub was slow draining. I went to the front desk to inform the clerk about my problem with the room. He stated they didn't have a room available, but he will talk to [redacted] in the morning about changing my room. He gave me some [redacted] spray to help out with the room odor.

The next morning, I went to the front desk to talk with [redacted] about my room change and my room rate. She stated that I need to speak with the General Manager about my room problem and rate change. General Manager [redacted] met with me around 9:45AM he walked me to his office. He stated that his staffed complained about me & I talked with every agent to voice my complaint about my rate change and only afterwards I started complaining about my room. I called front desk twice once about the air conditioning, and wifi password.

My meeting with General Manager [redacted] was UNREAL, he was rude, and very condescending. This meeting was nothing more than a humiliating experience, [redacted] said before anything else, I was not getting my rooms at $62.54 and I was the only one complaining about this rate change. I asked if he can walk with me to my room he said NO he wasn’t but he will send housekeeping to my room. Well I felt at this moment he already had his mind set, and this meeting was really pointless. But I was hoping somewhere in this meeting his managerial skills would come in play, that didn’t happen. This meeting got progressively worst, he said I was trying to get over, and I knew I was quoted the wrong price. At this point I am flabbergasted, thinking this is horrible and it’s no way to treat anyone.

He stated he had a contract with the group I was with and another wedding party. He said the desk clerk that reserved our room was new, and she reserved my rooms under the wrong group rate. And the other group gives Best Western 200 plus stays and the person that he contracted with our group wanted commission on our rooms which he normally doesn’t agree too. [redacted] stated would send someone to check on my room, and he will have a talk with his staff about their mistake. I thanked [redacted] for meeting with me and asked for corporate phone number, at this time [redacted] goes into his desk to get a business card, and slammed his drawer. I knew I needed to get out of this man office, because he is a ticking time bomb.

Needless to say my room was never changed. I called corporate about my problem with this hotel and the General Manager, the agent stated she will call and talk with the Hotel about my room and rate change she placed me on hold while she talked with the hotel staff. She said each hotel set the prices and nothing can be done about the rates. But they will send someone to my room to check on my room, and see about getting me a room change. When I checked with front desk [redacted] stated [redacted] was working with corporate to handle my complaint, and nothing was done about my room change or rate. File [redacted] My Complaint was sent to the General Manager that I had the problem. I need a response from Corporate.Desired Settlement: I want to be given the price I was quoted for my 2 rooms confirmation number [redacted] . I wanted corporate to be aware that my room was NEVER changed as requested. And I am requesting an apology from Corporate & General Manager [redacted] for his unprofessional behavior I received while staying at their establishment.

Business

Response:

Dear [redacted], Thank you again for contacting our office through the Revdex.com regarding your stay with the Best Western PLUS [redacted]. I sincerely apologize for the rate discrepancy you had with the hotel. I was contacted by the hotel and they explained to our office that your group had two discounted room rates. The king room was the rate of $98.10 + tax and the Double Queen room was the rate of $107.10 + tax. The room you had was 103 which had the two queen beds which was the contracted rate of $107.10 + tax. I hope this better explains the discrepancy. Please let me know if you have any further questions regarding this matter. Sincerely, [redacted]|Lead|Customer Care Best Western International [redacted]|bestwestern.com

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: Best Western and Southwest Airlines are rewards partners. We followed instructions and booked hotel stays, now both are working together to not allow the points rightfully earned. We booked our stays through the Southwest website, which advertises bonus points for staying at a Best Western. No where does it alert the customer that you must also join the hotel chain's Rewards Program as well. Upon arrival at each hotel, we made it a point to confirm with front desk clerks that they had our Southwest Rapid Rewards number so we could earn points. Each confirmed, but not one told us that we were required to join the Best Western program as well. We have since joined (it is free) but Southwest AND Best Western are working together to deny awarding of points.Desired Settlement: We only want the points rightfully earned. Southwest and Best Western confirm our stays. We have provided documentation of our booking through the Southwest Travel site. There needs to be clarity on their website, and we should get the points earned.

Business

Response:

File [redacted]

I sent the guest the following email:

Dear [redacted],

I received your comments that you posted to the Revdex.com. Thank you for taking the time to address your concerns.

Please provide me with the name and location of the Best Western Property to further assist you with this matter.

Thank you kindly in advance and looking forward to hearing back from you.

[redacted] | Lead | Customer Care

Best Western International

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,