Best Western International Inc.

This review is for Best Western Plus Hotel [redacted].

[redacted]

([redacted]

This is the WORST experience ever! When I checked in, I was aware of a strong odor of cleaning chemicals in the whole room. I though it may need a couple of hours ventilation. Then I opened the window and turned on the AC and left the room. I was hoping that the odor will go away when I am back.

At 8:00pm, I returned to the hotel. I found the odor is as strong as before. I first talked with their manager [redacted] and asked to change a room. He said there was no room to exchange. I then asked a ventilation fan, he doesn't have either. For the safety of my family. I checked out at 9:00pm that night. Needless to say, I had a hard time to find another hotel in 10:00 pm Saturday night.

I still was charged for one night rate even I cannot risk the health of my family to live there that night.

Will never deal with Best Western again

Review: My wife and I requested a NON SMOKING room due to allergies to cigarette smoke. We told the employee [redacted]. She assured us that this room would be good for us to rest last night. During the night, my wife awoke, coughing and said that the pillows smelled like cigarette smoke. She got ill. We called the front desk and a nice gentleman brought us up four new pillows. (This was 2:00 AM). With the new pillows, my wife did get some rest but lost about 5 hours. She is diabetic and felt sick this morning.We spoke with [redacted] about it. She said she couldn't do anything for us because her General Manager had to and she wasn't in to work yet. A couple of minutes later, the Gen. Mgr. came in. Her name is [redacted], we believe. We are not sure as she didn't introduce herself to us and acted as though we were bothering her. We explained that the pillows smelled like smoke. She shot back, "I can guarantee that NOBODY has smoked in that room!" This was an insinuation to us that we were lying. (She is not on property 24-7, so how would she know this?)We insisted that we were not lying. She acted as though she would do nothing to make this right. After all, we did not get what we were paying for....a non smoking room. She came to the desk with a wrinkled uniform on and damp hair hanging to her shoulders...certainly not a professional appearance. She then started grunting and saying "Ah...ah...ah...ah...I can't handle this so early in the morning!" She yelled at her maintenance man and demanded, "Go get me some coffee...I can't handle this!" My wife and I looked at her like she was a crazy person. She was shaking all over and said she wasn't "going to take this treatment!" My wife asked her if she was New Age as she was acting very spacey. She didn't understand what my wife asked and then yelled, "You are insulting me!"She then started yelling in front of all the guests in the dining room and told my wife to get out. I told her no. She held up the phone in her fist and yelled, "I am calling the police!"Desired Settlement: I want the Best Western association management to contact me about this crazy acting woman. I also want the owner of Best Western Paint Pony Lodge, Show Low, to contact me. She is turning people away from this hotel and giving Best Western a bad name.

Business

Response:

File 150724-2148Dear Mr. & Mrs. [redacted],Thank you for contacting the Revdex.com regarding your recent experience with the Best Western Paint Pony Lodge in Show Low, AZ.I sincerely apologize for the negative experience you had during your one night stay.I located the details of your stay and the feedback you provided to our Customer Care Department with Best Western International.Please be assured that this is a permanent documentation in the hotels record and we will be discussing this with the hotel General Manager.According to our records, the hotel issued you a 50% refund and our office issued and sent a Best Western gift card for the amount of $30.00.You will receive the card shortly.Thank you again for bringing this matter to our attention.Sincerely,

[redacted]Best Western International

Review: I've been in the hotel pleasure so I know the proper manner in which problems should be handled by a hotel manager.I had an issue with bugs in the bed the bugs was small brown bugs, and black bugs [redacted] the manager there did not handle my problem in a professional way and his first words were you not getting as refund. Instead of coming to the room and checking out the issue he called he was very rude to me. I had to cut my stay short and drove back to California to get medical attention I swelled very bad.I would like this to be looked into this matter.This room cost me $132.58 for two night.Desired Settlement: I would like to have the other portion of money back and apologize from management.

Business

Response:

Complaint ID [redacted]File #[redacted]Dear Ms. [redacted],Thank you for contacting the Revdex.com regarding your recent experience with one of our Best Western properties.I sincerely apologize for the negative experience you had.To further review this matter for you, please provide me with the name and location of the Best Western property as well as the arrival date of your stay.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: We checked into this Hotel at 4:15 pm May 1, Had an issue with the room smell and looked at another room (also had a smell). Had a fan brought to the room to air out while we went to dinner. Back at 7:00 pm and room still smelled. Looked at 2 other rooms (both had a smell). Wife had an allergic reaction ( glands swelled, breathing became hard, and she was having trouble swallowing), so we checked out before 9:00 pm. The General Manager, [redacted], insisted we were paying for the room and charged our credit card $110.

Product_Or_Service: Hotel StayDesired Settlement: DesiredSettlementID: Refund

Would like credit of all charges from this Hotel for this horrible experience, and please, for future guests, investigate the cleaning products and pesticides this Hotel is using in it's room.

Business

Response:

Complaint ID [redacted]File [redacted]Dear Mr. [redacted],Thank you for your feedback regarding your recent stay with one of our Best Western Hotel's. I sincerely apologize for the negative experience.To better assist you with your complaint, please provide me with the name and location of the property.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,

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

Review: found a lower booking price within 24 hours for pay later status after I booked a stay at Best Western Plus in [redacted]. They will not honor

Best Western states: "Best Western Low Rate, Guaranteed! Program ("Program"): If a consumer finds a lower published

rate on the internet, excluding taxes and fees, at any Best Western branded hotel in North America

than the rate published on bestwestern.com or a participating affiliate organization website, Best

Western International, Inc. ("Best Western") will honor the competing rate and provide a $100

(USD) Best Western Travel Card�®

("Travel Card"). The Program is subject to the following terms

and conditions: "

I found a lower booking price within 24 hours for pay later status after I booked a stay at Best Western Plus in [redacted]. They will not honor.

My submission to Best Western was: First Name: [redacted]

Last Name: [redacted]

Email Address: [redacted] dayphone: [redacted]

nightphone: [redacted]

Confirmation Number: [redacted]

location: United States

Arrival Date: 4/22/2015

numberofnights: 1

numberofrooms: 1

adults: 2

children: 0

ratebooked: !35

website: [redacted]: 4/12/2015

ratefound: $119

Message Body: [redacted] King Room Air conditioning Flat-screen TV Free WiFi $119 I booked a stay on April 22, then leaving via your shuttle to BWI on the 23rd and will be leaving my car at your hotel until I return from [redacted] on April 28 at which time I will be picking up my car after returning to your hotel via your shuttle.

Their reply: Hello Ms. [redacted]i,

Thank you for contacting Best Western International.

We have processed your Low Rate Guarantee Claim and the claim has been denied for the following reason(s):

Bw.com offers an Advance Purchase rate of $118.99.

Terms and Conditions:

[redacted].pdf

If you have any questions or need further assistance, please let us know and we appreciate the opportunity to be of service.

Sincerely,

[redacted] Customer Care

Best Western International Stay with people who care.(SM)

my answer to them:

Re: BW Web Low Rate, Guaranteed! Claim Form[redacted]

Monday, April 13, 2015 12:00 PM Mark as Unread

From:

"[redacted] and [redacted]"

To:

"Customer Service [redacted]"

no ma'am, you are wrong. It is a pay later just as it is with best western. *I feel it should be honored!

FREE cancellation before 6:00 PM on Apr 22, 2015

*PAY LATER

* Breakfast included

Sincerely

I DID find a lower price for a pay later just as with Best Western.Desired Settlement: Best Western NEEDS to honor their Low Rate Guarantee Claim

At Best Western we appreciate your business and want to ensure that you are satisfied. Best Western is very confident in our Low Rate, Guaranteed! program and want you to continue to be. If you have found a lower rate on another website for the same Best Western branded hotel, we want to hear about it. You must advise us within 24 hours of making your reservation on bestwestern.com. Once verified, your rate will be adjusted and upon co

Business

Response:

Complaint #[redacted]File #[redacted]Dear Ms. [redacted],Our office received your concerns through the Revdex.com. Thank you for your feedback.After reviwing your case file and the Low Rate Guarantee claim, it was denied for the following reasons:The guarantee type does not apply to the terms and conditions of the Low Rate program.Bestwestern.com offers a lower rate that is bookable.I am very sorry that the criteria was not met.Please let me know if you have further questions.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.

Because I am paying $134 for the night and it is being offer for $119 else where FOR the Best Western on [redacted].

Regards,

Business

Response:

Complaint [redacted]File #[redacted]Dear Ms. [redacted],Thank you again for contacting the Revdex.com regarding your Low Rate Guarantee Claim.I sincerely apologize that the claim was denied due to the terms and conditions of the program.There is nothing further our office will do. Sincerely,[redacted]Best Western International

Review: I recently booked through [redacted] less that 24 hours in advance to the best western of [redacted]. When we arrived and checked into our room it was not what was advertised. It was dirty. It smelled of cigarettes and must. And there was a smushed bug on bathroom floor. After cleaning that up and using the hotels soap to clean my hands after being so disgusted with the room, my boyfriend and I quickly decided there was no way we would be able to stay here. We gathered our things and I went to the office to speak to the manager. After telling him about our room he offered us to change rooms (although the hotel was supposedly sold out). After politely declining, I asked for a refund seeing as we were only there max 30 minutes and he would be able to rent the room again. He was very rude saying no.. As I asked then for a customer service number he told me I was out of luck and they didn't have one. I then grabbed his business card and walked out to meet my boyfriend. I sat in the parking lot for an hour on the phone with customer service and [redacted]. I called my mother about the issue and she tried calling the manager [redacted] as well. He rudely told her she didn't need to know his name when she called and hung up. Anytime we called after that he would pick up and hang up on us. I am very very horrified by how the manager of their facilities was treating us and will never book with them again. What the worst part is he checked us out without informing us and re booked the room. Terrible. We paid for that room we should have been the only ones to officially check out.

Product_Or_Service: Hotel room

Account_Number: Reservation #- [redacted]Desired Settlement: Refund

We would like to be refunded in full the amount we paid. We only stayed for 30 minutes and a dirty facility and were horribly mistreated. I have seen now many complaints after being on [redacted] and this business should be further looked into for how they treat their customers and now they maintain their property. Since they received double the payment for our room and re booking it.

Business

Response:

Complaint ID #[redacted]File #[redacted]Dear Ms. [redacted],Thank you for your feedback regarding your experience with the Best Western Inn of [redacted] located in [redacted], **. I sincerely apologize for the negative experience you had at this location. I was unable to locate your reservation as an arrival date was not mentioned. Please provide our office with the exact arrival date to further assist you with this matter.You may contact me directly at [redacted] for by email to: [redacted]Looking forward to hearing back from you.Sincerely,[redacted]Best Western International

Review: I received a Travel Card # [redacted] on October 31, 2014 and again on November 7, 2014 from Best Western International and due to being out of the country through November 15, 2014. I requested an extension through the website complaints and concerns. However, [redacted]. wrote back today refusing to extend the Travel Card's deadline. In the first place, a Travel Card should not have any expiry date. Please re-issue a new travel card or extend it by at least 2 months. While Best Western may offer promotions of 20-25% off for certain periods, I feel that once it offers me a "Travel Card" it should be treated as a real travel card in use (not just in name) and have no expiry date. Thank you.Desired Settlement: As a loyal Best Western customer (and Best Western Rewards member), I simply ask Best Western to re-instate Travel Card # [redacted] immediately or, failing that, to provide me with a new $25 gift card (either no expiry date or at least a reasonable 12 month/1 year expiry date) so that I can actually use and benefit from it in my next hotel stays.

Business

Response:

File [redacted]Dear [redacted]Thank you for your concerns regarding the Travel Card issued to you by the Rewards Department.I have forwarded your comments to our Rewards Supervisor Team for review. You will be contacted as soon 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. In fact, it was ONLY after Revdex.com intervention that Best Western started to take the matter seriously. To that end, [redacted] a supervisor at Best Western contacted me via email (Nov 17, 2014) and indicated that she would send me a replacement $25 Best Western Travel Card with no expiry date.I responded to her by indicating that I will wait until actual receipt of the Travel Card before contacting the Revdex.com to update the file. That is, once I receive the $25 Travel Card, I will consider this complaint resolved. She indicated that this could take 2-3 weeks.I will update the Revdex.com upon receipt of the $25 Travel Card.

Regards,

Review: Credit card was charged after making a new reservation using a new charge, resulted in over 255 dollars in overdraft fees.I made a reservation on-line with [redacted] on Saturday, September 21st at approximately 7:30PM and noted under special requests that we would have a late check-in at approximately 2AM. When we arrived at the hotel at approximately 2AM the front desk clerk was not able to locate our reservation in their system and upon calling [redacted] they werent either.She said the best thing to do would be to just make a completely new reservation, so we did and used a completely different card to pay for the room.I used my [redacted] that is linked to my checking account to make the reservation. We had never intended to use this card to pay for the room, only to make the initial reservation. If there arent any funds in my [redacted] account, my [redacted] is used as a backup source of funding. Im guessing at some point the reservation I made with booking hit the system at Best Western and since we already had a new reservation this was classified as a no show thus my card being charged. I have reconciled my statement as if this charge hadnt gone through and I would have never gone into the negative had I not been charged by the hotel resulting in $272.00 in overdraft fees.Account_Number: Booking # [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: RefundI would like someone to reimburse me the overdraft fees I incurred as a result of my card being charged when it wasn't supposed to be.

Business

Response:

File [redacted] Gramm,

Thank you for your comments regarding your recent stay with one of our Best Western properties. To further assist you with this matter, please contact me directly at ###-###-#### to provide the name and location of the Best Western in question. Please reference file [redacted].

Thank you kindly in advance.

Sincerely,

Best Western International

Review: I booked my room on the 15th of may and I was required to leave the inn with in the same day the receipt I got it says that I checked in on the 14th but my card was ran on the 15th of May. I was embarrassed as they called the law to get me out and the officer helped me to get copies of the recipients and he suggested I should file a complain the manager ashok was rude and he was trying to give me wrong receipt. I requested for a refund and the manager could not help me or do anything all he was rude and he didn't want me to even get in touch with the owner and there is no way of complaining about the biz with anyone.Desired Settlement: I would like a full refund of the total 57.45

Business

Response:

Complaint ID [redacted]Thank you for contacting the Revdex.com regarding your recent stay with one of our Best Western properties.I would like to assist you further with this matter, however I need to know the name and location of the Best Western property.Please contact me directly at [redacted]Thank you kindly in advance and looking forward to hearing from you.Sincerely[redacted]Best Western International

Consumer

Response:

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

Regards,

Review: BEST WESTERN ADVERTISED THAT IF YOU STAYED AT ONE OF THEIR LOCATIONS DURING THE SUMMER 3 TIMES YOU WOULD RECEIVE A ONE NIGHT STAY FOR FREE. DURING OUR VACATION THIS SUMMER, BEST WESTERN ADVERTISED THAT IF YOU STAY AT ONE OF THEIR LOCATIONS 3 TIMES YOU WOULD EARN A NIGHT FOR FREE. WE MET THIS CRITERIA. BUT HAVE NOT RECEIVED OUR FREE NIGHT STAY. ACCORDING TO THE PRINT OUT OF MY CREDIT CARD STATEMENT WE STAYED AT 06/08/14 BEST WESTERN DAPHNE, AL, 06/09/14 BEST [redacted], 06/14/14 BEST [redacted], 06/16/14 [redacted] AND 06/19/14 BEST WESTERN, [redacted]. AT TWO OF THESE LOCATIONS, [redacted], AND [redacted] - WE CONFIRMED WITH THE DESK CLERK THAT CHECKED US IN THAT WE WERE ENROLLED FOR THIS PROMOTION. THE ONE IN [redacted] TOLD US WE WOULD RECEIVE OUR COUPON BY EMAIL IN 6 TO 8 WEEKS. WE NEVER DID. THEN WE ALSO STAYED IN [redacted] IN AUGUST FOR 4 NIGHTS WHICH WERE BOOKED ONLINE. AGAIN, WE DID NOT RECEIVE THE FREE NIGHT - ALTHOUGH THE DESK CLERK TOLD US WE WOULD. OUR RESERVATION NUMBER FOR THE [redacted] IS Reservation Confirmation Number: [redacted] This has our identifying info and is listed under my husband's name. I have dealt with the Best Western Rep [redacted] 3 times on this issue with no resolution. I have emails from 08/01/14, 08/12/14, and 08/27/14. This is the last response from [redacted] Thank you for contacting Best Western Rewards. We will be glad to assist you with this. We apologize for the delay in answering you, but we have been receiving a high volume of e-mail and appreciate your patience. I apologize for any inconvenience. Our records show that you were registered for the promotion as of 8/10/14. You currently have one stay credited to your account towards the promotion. You would need two more stays on or before 9/1/14 to qualify for the free night voucher from the promotion. We thank you for choosing Best Western Rewards and for your continued loyalty to our brand. If we can be of further assistance please let us know. Sincerely, [redacted] Best Western Rewards Best Western International Stay with people who care.'(r) [redacted] As you can see, her information is not correct. All rooms were booked under my husband's name, with his credit card number. It appears they are trying to screw us out of our 2 night voucher.Desired Settlement: I want 2 vouchers for a free night stay at Best Western as we met all the requirements of their offer. They would clearly have us listed in their system for all of the nights we booked. I did my due dilligence by contacting their representative 3 times who did not give a satisfactory response nor accurate response. Please forward to the appropriate location.

Business

Response:

File [redacted]Dear Ms. [redacted],Thank you for contacting the Revdex.com regarding your concerns with your Rewards account.This has been forwarded to the Rewards Department for further review. They will contact you directly as soon as possible.Thank you for allowing our office 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

All the response said was that they were forwarding the complaint to the rewards department for review. This is not a solution or a final response. I am awaiting a final response.

Regards,

Business

Response:

File [redacted]Dear Ms. [redacted],Thank you for your message.I will re forward your concerns to our Rewards department and have a supervisor review this.You will be contacted as quickly as possible.Kind Regards,[redacted]Best Western International

Review: I HAD MADE A RESERVATION FOR MARCH 16, 2016 IN ANDERSON, CALIFRONIA ON MARCH 1, 2016 AND THE SOFTWARE HAD RESORTED BACK TO THE NEXT DAY MARCH 2, 2016. I NOTICED THE ERROR ON MARCH 4, 2016 WHEN I RECEIVED AN EMAIL ASKING ABOUT MY STAY AND IMMEDIATELY CALLED THE HOTEL ASKING FOR SOME ASSISTANCE. I WAS INFORMED BY THE WOMAN WHO ANSWERED THE PHONE AT 8:15AM ON MARCH 4, 2016 THAT THIS IS AN KNOWN AND ONGOING ISSUE THAT THE ONLINE RESERVATION SYSTEM MAKES MISTAKES SUCH AS THIS AND SHE WOULD CONTACT HER MANAGER AND SEE HOW SHE COULD HELP ME. I WAS TOLD TO CALL THE CUSTOMER SERVICE NUMBER. AFTER CALLING THE CUSTOMER SERVICE NUMBER, I WAS TOLD THAT THERE SHOULDN'T BE ANY ISSUE WITH EITHER REFUNDING MY MONEY SO I COULD REBOOK, OR SIMPLY TRANSFERRING MY DAY AS A CREDIT SINCE THE MONEY WAS TAKEN OUT. SO AT 3:15PM ON MARCH 4, 2016 I'M TOLD BY THE CUSTOMER SERVICE AGENT THAT THE MANAGER DECLINED TO REFUND ME MY MONEY OR CREDIT ME FOR THE DAY THAT THEY TOOK PAYMENT ON SINCE IT ISN'T THEIR PROBLEM. SO I ATTEMPTED TO CALL THE HOTEL ITSELF IN ANDERSON, CALIFORNIA AND WAS TOLD THE MANAGER WOULDN'T BE BACK INTO WORK UNTIL MIDDLE OF NEXT WEEK.

NOT ONLY IS THIS HOTEL STEALING FROM ME, BUT MY FAMILY AND I ALWAYS STAY AT THIS HOTEL WHEN WE TRAVEL BETWEEN OREGON AND CALIFORNIA UNTIL NOW. I'VE NEVER HAD SUCH HORRIBLE CUSTOMER SERVICE FROM A BEST WESTERN. WE DEFINITELY WON'T BE STAY AT A BEST WESTERN AGAIN.Desired Settlement: I WOULD LIKE MY $98.00 BACK BECAUSE I WILL NEVER BE STAYING AT ANOTHER BEST WESTERN HOTEL AGAIN.

Business

Response:

File [redacted]Dear Ms. [redacted],Thank you for your message regarding your reservation with the Best Western Anderson Inn in Anderson, CA. I sincerely apologize for this unfortunate situation.After further review, there are no reservation system errors when booking on bestwestern.com. The reservation was made on 3/1 for arrival date 3/2 for 1 night.Our records show that an email confirmation was sent on 3/1 to the following email address: [redacted]@gmail.comThe hotel held the room in good faith and will not be issuing a refund for the charge. Please let our office know if you have any further questions or concerns.Sincerely,Elizabeth C[redacted]Best Western International

Consumer

Response:

I DON'T AUTHORIZE THE CHARGES AND I DON'T ACCEPT THE RESPONSE FROM BEST WESTERN. YOUR OWN FRONT DESK ASSOCIATE EVEN STATED THAT THIS WAS ON ONGOING ISSUE. I'M NOW WORKING WITH MY CREDIT CARD COMPANY TO GET THE CHARGE REVERSED SINCE THIS IS BEST WESTERN'S FAULT AND THEY REFUSE TO OWN UP TO IT. I GUESS $100 IS WORTH MORE TO YOU THAN RETURN CUSTOMERS.

Business

Response:

File [redacted] No further reply will be given.The guest will work with her credit card company. Elizabeth C[redacted]Best Western International

Review: Advertised the match any price once booked within 24 hours, I found same exact booking, days, room and it was priced way lower than what there website quoted me. I talked to a reservation clerk and she told me exactly how to proceed with the lower price guarantee. I paid for the full amount $999.15 and then proceeded to file my refund form and got a too bad so sad, not the same room price. Then they tried to say it was for double occupancy which it was not because BW has never charged a single supplement on any rooms ever. I then said I would book it for a 2 people and still got denied.Desired Settlement: I wish to get the price I found, my rewards points, and the $100 gift card as promised on the website. I would like to cancel the reservations with the company I found and rebook with BW and get all my perks that I have coming to me.

Business

Response:

File 151018-4325Dear Ms. [redacted]Thank you for contacting our office regarding your Low Rate Guarantee claim. I sincerely apologize that the claim was denied.I received the entire case file.The reason why the claim was denied is due to the room type. [redacted] does not specify a room type that you will receive when you book with them, therefore we cannot compare the room type to the rates quoted. Please let our office know if you have any further questions.Sincerely,[redacted]Best Western International

Consumer

Response:

But it does. A standard room means just that a standard room. Any room that would not be a suite, or a specialty room such as a ocean view. I did not care if it was a single, double or a king. I just need a room. So there for the denial is not justified. Standard room is just the cheapest room you have. Besides suites, ocean/city views what else do you consider a non-standard room?

Review: When I booked this room at the hotel, I booked through [redacted].[redacted]. The website showed great pictures of the hotel, and I had never had any problems with Best Western hotels in the past. The place was rated above average on [redacted].[redacted]. When we checked into the hotel, the lady at the front desk was very nice, the other lady working the front desk looked very frazzled and was getting upset with another customer. The desk was the only thing that looked like the website pictures at this point. We went into our room and you could see water damage in the bathroom and on the ceiling in our room. The walls were paper thin and the room was nothing that like what was expected nor viewed on the website. Around 11pm we had people on the joining wall that were in the next room and they were being very loud. We went down to the front desk and asked them to handle the situation, which did eventually require us to move to another room. The manager that evening (July 30th, 2015) lied to me as to what the security officer said to the customers in the next room. He told her what he said, right in front of me and my boyfriend. I also heard the other woman at the desk (the nice one from before) say there were 4 rooms available, and the manager said they only had the one room available that they moved us to. The original reservation was for a king room, we were put into a room with two double beds. The nice woman behind the desk had said they had another room with a king bed, however, that is not what we were given after the manager dealt with it. The manager was very unprofessional and if I could have got another room, I would have. [redacted].[redacted] will not assist any further than asking the hotel for a refund and they haven't been very accommodating.Desired Settlement: I would like a refund of my stay, at least half of my money back, this was a horrible experience and has become a nightmare. They falsely advertise their hotel, the customer service experience was a nightmare, there was only one woman who truly understood customer service, and I really wish I had her name, she was amazing, however her manager tied her hands and wouldn't allow her to give my boyfriend and I a better experience.

Business

Response:

File [redacted]Dear Ms. [redacted],Please be advised that on 8/7, I issued you a refund check for the amount of $105.00. Please allow 2/3 weeks to recieve the check.Thank you again for allowing me to assist you with this.Please let me know if you need further assistance.Sincerey,

[redacted]Best Western International