Best Western International
reviews and complaints

My number [protected] reservation for the 8th of november. Complaint# cr580145 I think. I am a 67-year-old man that had to use bathroom. I was treated like I was a black bum on the streets and your desk clerk refuse open the bathroom. (combination lock) I placed my reservation on the desk. She still did not open door. (she’s looking up my reservation) I yelled, “open the door I am pissing on myself" half my load in my under wear. Please keep copy of said video/and audio. I never talked to the manager. They cancel my reservation. And send me in the streets with wet cloths; not knowing if I had money, dropped off out of town, whatever. I will be calling elderly hot land and b.B. B to see what my right were to use of a customer bathroom. She did not let me talk to the manager, I only talk to her in a manner of a man ashamed to have pissed on myself. I want action taken and my bonus point that I would have recieve put on the books. I will give you time to respond to my request. Duplicate sent in mail form to corporation, office and to other inquiry type also. In advance; think for your quick response

We rented a function hall and was provided with tables that were supposed to be good until the end of the agreed time, the tables were taken in the middle during the celebration of the occasion.

We also book 6 rooms weeks before the day of the desired occasion but ended up being charged with different amounts during check out. One of our guest was charged with $140 but was given a receipt of only $98. Questioned the front desk regarding this issues but was just given the run around, tried to address the issue and called the general manager but no return call was given.

We found bugs in our bed and was bitten badly also bugs all over the room and the clerk refused to get the manager and a refund

I recently took my daughter to the mountains for tubing, antiquing, and horseback riding. We had reservations for July 24th & July 25th. Then decided to stay an extra day. The hotel was in a good location & well kept. My daughter had some temporary color in her hair that left a little pink color on the towels - but, it washes out with Gain alone at our house. I honestly didn't think it was an issue. We returned home and about 2 weeks later I found the $289.-- & $102.-- Best Western charges on my credit card and then was very shocked to see an $853.00 Best Western charge on my credit card! I called the Ellijay, GA location & the lady that answered said the charge was for linens that were stained. I explained to her the hair color was temporary and washes out with regular detergent. She said I would need to discuss any issues with the hotel manager that would be back to work in 3 days. After 3 days, I called the manager and she never mentioned hair color on towels. She said is was a carpet cleaning fee for a pet violation and hair color on the carpet. We had no pets! She said there was a small amount of feces on the carpet. I explained that we went horseback riding and maybe some came off our shoes - but she laughed and said it didn't look like that. We never smelled an odor and left the room with the trash bagged and towels piled in the bathroom. I asked her how it could be $853.00 -but, she laughed again, said the charge stayed, and wouldn't explain it to me. You would've thought I had ripped up the carpet, knocked holes in the walls, or destroyed the bathroom!

I really feel abused, disrespected, and ROBBED!
I have used your hotel chain many times and always been courtious of other people's property - but feel totally taken advantage of at this point! Isn't $853.00 an enormous amount to clean a carpet? Can you explain this to me? I feel it is an exorbitant charge and that I should be credited back this money.

Lynne P. Bailey

I was charged twice when I did the reservation $141.87 for only a night and later in the hotel I had to pay $108.89, my name is nellide bernardino, the reservation was made 08/21 and the hotel was 08/29 (1290 n temple ave starke, Florida 32091, conf#[protected]-01, also a $7.99 in hotelbookingservfee, taking into account they charged me $108.89 for a night in that hotel, they are suppose to give me back $141.87

My complaint relates to Best Western Plus Sands Hotel
1755 Davie Street, Vancouver BC V6G 1W5

confirmation no- [protected]-01

We stayed at this hotel for 3 nights (16-19 September 2019) at the end of a three week road trip. We had booked the hotel months in advance and were looking forward to the final nights of our holiday in comfortable accommodation conveniently placed for exploring Vancouver.
Instead, we were allocated a room which appeared nice enough but while we were still unpacking a mouse appeared and was running around the room.
We called reception to complain and were told that someone would be sent to the room.
No one appeared so we called reception again and complained and a male member of staff arrived. He offered us a handful of free breakfast vouchers!
We pointed out that this was not going to get rid of the mouse and asked what he intended to do about it!
He confirmed that he had no idea and would ask staff on reception what to do next.
The mouse disappeared and then kept reappearing as there was a gap in the skirting board.
Reception staff were unhelpful to say the least and said that they could not offer us another room as the hotel was full. We asked them to find us a room elsewhere and they said that there was no availability due to an event in town that evening.
We also tried to make a booking elsewhere but everywhere was fully booked.
At this stage reception staff said that we would not have to pay for the first night accommodation which we accepted as by this time we had wasted a lot of time when we had hoped to be sightseeing in town.
We tried to put this to the back of our minds for the remainder of the stay but did not enjoy being in the room at all and stayed out as much as possible. The reception staff also gave us the impression that this had happened previously.
Obviously if you have one mouse in the hotel you will be likely to have multiple number of mice so you have a problem.
When we checked out of the hotel we asked the reception staff if the bill had been amended and were told it had been. However, while we were having breakfast elsewhere I checked the bill and found that we had been overcharged by $262.88.
Returned to reception where a corrected bill was given to us . Staff were not at all apologetic and we were relieved to leave the hotel.
I feel furious at the inept way in which staff dealt ( or failed to deal) with the problem and that our long awaited stay in the city was such a disappointment.
We paid a total of $551.53 for 3 nights accommodation that we avoided being in as much as possible as the hotel is infested with mice.
I think that an apology and further reimbursement are a reasonable request and I am interested to hear how you intend to resolve my complaint and the problem at this hotel.

Jane Gould and Stephen Gould

I recently stayed at Surestay plus by beat western Coquitlam (September 8 2019)

Being a best western fan and that this motel was close to friends I was visiting I checked in early... a very helpful front desk person helped me... having gone to the room in a graffiti filled elevator I entered a room with a 1950s stove in it ... knowing I only needed a bed I over looked the uncleanliness and sadly appointed room and went out for the day with friends... when they picked me up we laughed at the hundreds of mattresses and box springs strewn around in the parking area... upon my return at 9 pm I decided to do some laundry as one can only take so much on a motorbike... I needed change so called the desk 5 times with no answer only to go searching the hotel to find him smoking out back ... he gave me change and s free box of detergent for my near hour wait to find him...after going to bed I woke in the morning to accidentally move the bed to find a pen and a used condom? At which point I left as quickly as possible... I was sent a feedback notice which I filled out only to have ur general manager tell me my subjective opinion was not needed... I can forward the email thread if u wish...to recap

Filthy seedy motel
Laundry room full of spider webs and falling ceiling tiles
Hallways with dead appliances sitting
Empty vending machines
Bent emergency info signs
Etched graffiti in elevators
Hundreds of mattresses in parking area
Torn carpets
Dirty floors grimey walls
And attendants with better things to do then work

I wonder if a corporate visit was done to this location as I understand it is new to Surestay if so it saddens me as a long time best western patron... We do annual motorbike trip across Canada for cancer and best western has been our hotel of choice that we will be rethinking after emailing with ur manager Nasir Zubair disregarded me like a dirty old mattress in the parking lot!

I would like a reply and a remedy

I did the reservation through Albergo Roma, Bw Signature Collection. My itinerary number is R1480683711. I stayed one night in Albergo Roma, Castelfranco Veneto. I don't have any invoice about my payment for reimbursing. I asked the hotel they couln't help me to find it either. Can you please help me how to get the invoice to reimburse from my company. thank you,

SS

We are disgusted with the treament that my 17 year old daughter has received while working at best western hotel at ceders stowmarket. The manager Jenny knights has bullied my child until she's in tears after every shift. She and others are serving alcohol at only 16-17 years old without supervision, she calls her stupid and continues to pick on my child Crystal Beckett. The last straw was today after an awful text message from jenny Crystal was supposed to be covering for another worker on new years day (Jasmine) because Jasmine couldn't do it so Crystal offered. Unfortunately Crystal came down with the winter vomitting bug and managed to text Jasmine sorry I'm sick can't cover your shift. Why should Crystal get into trouble for this?! It wasn't even her shift and she can't help being ill. The constant comments and rudeness from jenny to Crystal and other staff is disgusting. Something must be done about this terrible manager, Crystal has worked so hard in that hotel and made many friends that have had to leave because of the same circumstances. I'm definitely taking this further, I won't see anybody bullied at any age it's disgraceful. I'm trying to contact the cameron ventres company with no luck, the police have also been contacted as Crystal is a long serving police cadet. Please could you advise to whom I contact with this kind of matter? There isn't much advice online... Thank you for your time.
Mrs Claire L Beckett
Contact [protected]
Email.[protected]@aol.co.uk

Hello my name is Kyle Thoma And I flew to Vancouver from Toronto, Ontario to visit some friends living in Pitt Meadows and I went on the website and noticed that there was a pre pay option and seen in fine print that it says a credit card is required upon check in . I decided to call the Pitt meadows best western plus ([protected]) and ask a couple of questions . The man working at 7:26 was arrogant to me, he belittled me, talked down to me and told me to stop talking when I was asking him questions . Never in my life have I received such horrible service, rudeness and a overall a terrible experience. I was vary upset after the phone call and decided to Call the Langley Best western plus ([protected]) and the lady working at 7:30 was vary polite and helpful and answered all of my questions in a proper manner . After talking to the Langley Best western plus I ended up driving there and spending the night . The inconvenience of not being able to stay in Pitt meadows was horrible and whoever I spoke with was perhaps the most inconsiderate and rude employee ever . Driving all the way to Langley to avoid that Best western was horrible . I doubt I will go to another Best western plus again . Please email me back at [protected]@hotmail.ca or call me at+[protected] . I am still extremly bothered by my experience

I had reservations that I needed to cancel ahead of my check in date and noticed my charge card was still charged for the 3 days... This is unacceptable and I will NOT be using any hotel affiliated with BEST WESTERN. I have called to speak to the manager at Sure Stay Hotel and he is "always out of the office". I contacted BEST WESTERN Corporate office on 10/3/18 @ 3:15p.m. and was told, "We can't do anything about thier billing"? Then WHY do you advertise BEST WESTERN behind thier name.

Beware consumers of ever using BEST WESTERN

I had a prepaid reservation for my wife and I to stay at the above hotel on 09/20/18. My UK travel agent had made the reservation and confirmed that no voucher was required. When I arrived to check in I was dealt with by Charlie who was rude and insolent from the outset, he appeared to totally lack the required customer service skills for his job. He insisted I must have a printed voucher even when I showed him the information from my agent which showed none was needed, he even photocopied part of my travel itinerary he said he needed. I am a senior citizen with arthritic knees and am not supposed to climb stairs or carry heavy weights so I asked for a ground floor room, he said my reservation only entitled me to their cheaper room which was second floor, he quoted in excess of 50% of the price of a ground floor room for me to upgrade which was excessive to say the least. When I said that I couldn't carry my cases up to the second floo he just shrugged. He took a lengthy phone call which someone else could easily have taken and kept me waiting. His colleagues had become uncomfortable with how he was dealing with me and twice tried to take over the check in but he turned them away. I felt that he was deliberately mistreating me. I hurt my knees getting my luggage up two flights of steep stairs and got no sleep and had to cancel my plans for the remainder of my holiday as I was limited in what I could do as a result of knee pain.
The hotel was not well maintained, trash was stored under the stairwell, the breakfast was very poor in a totally inadequate room..
I feel this Charlie was a totally unsuitable person to be representing Best Western and feel very badly treated especially as you claim to be committed to addressing accessibility.

This hotel is unacceptable to the Best Western Brand. The room is very dated, no soap near the sink, only one plug (pick kettle, or clock, or lamp or to charge any device). No light switch near bed, just one by the door.
The room itself is not clean (hairpins under bed, plenty of detritus material around desk and under bed (whilst trying in vein to find another plug socket).
Stairwell exceptionally unsafe (picture attached) with naked wires hanging loose. No smoke detector fitted to the room (empty fitting awaiting a new detector?).
This is completely unacceptable for multiple reasons as stated above. I recommend and place visitors in my local Best Western amounting to over 250 room nights per year. To now stay in a Best Western myself, this may need a rethink if my local BW is anything close to the Brussels Royal offering. How can you remain open in such conditions? A colleague vacated next day after arriving late yesterday as they were unable to accept the conditions.
Your sincerely
Peter O'Toole ([protected]@york.ac.uk)

am traveling for work with my 2 children and was denied accomadations based on my reservation only accommodating 2 people. The hotel could not accommodate me when I requested a larger room and refused to give me my money back. I was told that the hotel was compared to the Hyatt, which, I know would have accommodate us. Unfortunately, this was untrue as my hotel was in fact a Best Western, which, is similar to a Holiday Inn and definitely not a Marriott. The Best Western Bolton actually told me that they could not accommodate 3 only 2, so 1 person would have to leave! I requested a refund under the circumstances. I had to rebook us at another hotel and I booked for 3, but of course Priceline changed this again, but the hotel was more than willing to accommodate us as it was REALLY a 4+ star hotel. Best Western is an economy brand name and more like 3 star, not 4. I would like a full refund for my reservation and I think Priceline should at least make sure their star ratings are accurate.

So I had the experience of coming back to my hotel and the key not working. Then getting accused of smoking in the room quite loudly in front of other customers. I run businesses and do a lot of worldwide travel and normally book the best western hotels whilst I conduct my business. So after vehemtly saying no I have not smoked in the room I then get the cleaner down there producing a photograph of cigarette butts in my bin which I had placed there from my bag as I had been out smoking and do not litter. So then I state my room really does not smell of smoke and that had indeed been smoking the smoke detectors would have gone off. The cleaner stands there nodding her head like I am lying I am absolutely furious at this point and the girl from reception then accompanied me to my room to indeed confIrm what I said and Been accused of was not true and there was no smell of smoke as stated as it didn't happen! I do not appreciate this treatments when I have spent thousands worldwide with your chain of hotels and I really do not think I will continue to support or recommend your chain to my very large network of contacts after this deeply humiliating experience by a cleaner!

Angela Dee Salter
At the best western hotel Groningen
[protected]@msn.com