Best Western Customer Service Complaints - page 3

During Hurricane Matthew we stayed in the Best Western Plus in Hardeeville SC. Despite losing power at your hotel and the personal challenges your employees faced, they did everything to make our stay comfortable. They are to be commended.
I have one recommendation. This is a pet friendly hotel with a very nice area in back for dogs. Recommend placing a poop collection station here that includes poop bags and trash can. We have one at our marina and they work well to keep the area clean.
Thanks again to your employees for making the best of a very stressful situation.
Scott Stern

The worst customer service I have ever experienced! There are no smoking signs everywhere including the door to the room. My room and the entire hallway smells like smoke. The people next to my room have clearly been smoking. I spoke the the manager and he informed them to stop. I have sever asthma and cannot be around cigarette smoke. The manager stated since they did not know, he couldn't do anything about it. There were no other rooms to move to. All he could offer me was an air freshener! Truly disappointed with the service I received here in Ramsey, NJ!

Dissappointed at no response to request for extended stay rates at the Olean NY location. After finally visiting in person I was told that there was no special rate, but manager wouldnt even come out to discuss. Our company has stayed at several Best Westerns as we work throughout the East, but apparently this location doesnt cater to construction workers staying for extended times..their loss

We stayed at the BW in Holbrook NM on Oct 2nd. Very disappointed with the room. We got in late so all that was left was the suite. TV signal was broken up, and unusable. Tub did not drain and the shower head was unacceptable. WIFI would not stay connected. $222.00. Desk people seemed unconcerned. Will not stay there again.

I stayed at the BW in Hardy AR. I disagreed with the check in time. Had a very uncomfortable confrontation. But I stayed another night because I was there for business and had to finalize.

Nothing was said further then that but I got a email survey. I answered it as honestly as I could. Then I get a email from the management keeping the disagreement going. I'm totally disappointed in Best Western management...I would never had said another word...had she not contacted me again. sm

I had to make a reservation for my daughter who got stuck in palmdale, ca they would not let me for a room for her.what kind of hotel does not allow that for emergency. So I had to use expedia and was not able to apply my rewards points to my card. What good is having a reward card when you can make a reservation or get your points having to use a third party reservations. I would like you to please add this night to my rewards card

lynn charlon

Thankyou

I went to book a in to the best western Monterey beach dunes and was told by the desk clerk that there were no vacancies for 1 night stAy 09/15. I found this very odd as there were few cars in the carpark. When I check online there is a lot of availability. I assume the clerk did not like the look of me. Although I am a visitor from the Uk and this is the only night I have not pre booked on our tour of California. It has put me off best western and can your company really turn away paying guests ?

I recently stayed at one of your BW the staff was kind and courteous but the only thing I would complain about is when I took a shower there was s pile of hair up on the corner of the shower gross I mentioned it to the front desk all she said was I'll mention that to housekeeping nothing was done.

I stayed at BW iliasia in athens 9/9-9/10 of September
First the room 604 was not fully cleaned. The toilet waste basket was not emptied and full of personal hygiene waste!!!! Kotex and condom
The the same room flooded the next day
The moved us to room 208
No hot water when I tried showing
The a cockroach is found on the wall
I requested a call with manager they declined
This a formal complain and I request a settlement

Our stay at the Coldwater, Michigan best Western was our worst experience ever!!! Brittany was rude on the phone. Then, She was too busy smoking to come inside and help us, her friends had to go outside and get her, by yelling HEY WOMAN GET IN HERE. By then there were people in line behind us to check in. She swiped our card at least 12 times while she muttered at the machine. We were trying to figure out what the chiming noise was... and she said OH, IT'S JUST MY CELL PHONE. Her friends smoking outside and running in and out from the pool were obviously very drunk and being very loud. Every time we went by the front desk it was unattended. We had to wait ten minutes for Brittany to come to the front desk. Our keys stopped working twice, and again, there was NO ONE at the desk... we were always in a line waiting for service. 8-26-16 the 2nd floor and stairwell reeked of pot. 8-27-16 a guy that had been out smoking with Brittany earlier, crept out by our vehicle between the bushes while we're out there with an assault rifle style air gun and shot targets and bottles in the parking lot!!! The inconsiderate people crawling around this hotel at night are out of control.

After a three and a half hour ride from Atlanta we arrived at our destination in Knoxville, Tennessee. Let me state that we did arrive two hours early. Upon entering the establishment my hush and and I were not greeted by the front desk staff (Betty), we were asked could I help you (immediately making me to feel as if I wasn't welcomed). I stated we had reservations and was immediately told that the room wasn't ready and that check in wad at 3:00pm, although Betty never checked to see if I had special accommodations. I asked if the room would be ready before then and I was told no. Betty then replied that a group just left this morning from a game and no rooms would be ready until 3:00 pm and we were dismissed without a second glance. my husband and I left the expectation it and walked across the street to the convenience store we returned roughly 10 minutes later. Upon Our return to wait in the lobby we were pleasantly greeted by one of the housekeeping staff. about 5 minutes after waiting in the lobby the manager came out to X our names so that we could register. all of this took place at 1:25 p.m. . we were registered and allowed to come to our rooms. The welcome that I and my husband received from Daddy were standard below that of the Best Western establishments that I have visited. I was truly grateful for the divine intervention when she did not have to register us for our rooms. with this being our first trip to Knoxville it was quickly turning into a situation where I would not have liked to visit it again But all was rectified with the other staff members. please keep in mind this was only at check-in. I will post again my comments after I check out or before if anything else occurs.

Do not stay at Best Western. Independently owned,they can do what they want.I checked in one price next morning $20 more.York westgate,bad.

Hello goodmorning..I will like to complain on best Western and Norfolk Virginia for they rude and unprofessional staff ...that particular best Western have bedbugs ..I went to report it to the manager and my wife was upset ..the manager told us we have to check out because it wasn't nothing they can do ..they threaten to call the cops if we didn't check out immediately..we was stranded in the middle of virgina beach on vacation with no where to go..so sad shame on best Western

This place is horrible training staff. Afternoon check in I was rudely talked to. Rooms still dirty. Front desk manager was rude not letting us wait til room was ready. Breakfast isn't always made right. They treat employee like crap . Definitely don't work or stay at Saratoga springs.

Have always had good luck staying at Best Western inns for years, until we spent a night at the Best Western Pony Soldier in Flagstaff, AZ. The carpet was thin and sticky, had to put a towel over the sofa to sit on it, trains pass every 1/2 hour and the walls are paper thin. To top off the experience, when we finally received our emailed customer survey, it was in Spanish!!!!! Hate to tell those folks, but not everyone from California speaks Spanish as their primary language! We will continue to stay at Best Western inns, but will be a little more thorough in checking out the individual properties.

I normally don't have any complaints about where I stay out of town. This is my first time at a Best Western and pretty sure this will be my last one. My company paid for 4 night here. I really don't how to take it getting confronted about using a paper plate to use to heat up food. The front desk confronted about the cost of one paper plate because I took it upon myself to get a plate.

We checked into the Bristol in Cambell ca. Went to our room to find the maintence guy taking a nap and watching tv. He said sorry I was on my break. Got up, fixed the pillows and left. We were shocked to find someone in the room we paid for and that it was staff. Could not enjoy my night out with the thought in my head, someone might have access to our room. When we tried to discuss our concerns with the night desk clerk..he blew us off, then said he was working on the air conditioner because he asked him....mind you the air conditioner was off, the room was warm and this man was lying down in OUR room stating he was on a break. We reported it a second time to the new desk clerk upon leaving.

I came in to check in to have an evening with my son for his birthday.

AFTER my debit card was swiped and while I was signing the paperwork (and listening to the girl who was helping me tell another employee about how she was going to call off today and not come in to work,right in front of customers)I over heard another employee on the phone with a guest saying that the hot water should be fixed soon. Since I was not told anything about the hot water not working, I inquired about what she was talking about. The girl that was ringing me up blew off the issue saying how some rooms had warm water rather than hot but that it was being worked on and wouldn't be an issue.

I brought my son to the pool with my sister and mom. We enjoyed the overly crowded pool as it's been a very hot day. I met a cute couple who I heard talking about their room and lack of hot water again. The lady said how she comes to this hotel weekly and that this a constant issue but that she comes because she has points with Best Western.

Once we were done with the pool we went to shower in the room. Not only was there no hot water, but it was FREEZING. l called down to the desk where I was told that it was currently being worked on. We also noticed that the toilet did not flush right. It took3-4 flushes to get it to work.

After letting it run and still no change in the fridged temperature, I went to the service desk with my sister. My sister began explaining the water situation and was cut off and handed a managers card and was told to call Monday. She started talking again and was rudely cut off by Chelsea and told that they wouldn't be talking to her as she didn't get the room, I did. I told them I wanted a refund as I can't shower my son in freezing temperatures. Very rudely I was told how I enjoyed the pool and had been there for more than15 min, so sorry about my luck.
We went up to the room to make phone calls. Nothing could be fine as it was Saturday night. The front desk workers wouldn't call their manager and refused to help. I checked out with my mom. My mom started talking and calmly explaining how it's not fair that they didn't tell me there was not any hot water. Blair, the other employee, lied stating that she informed me before I checked in, which was not the case at all. My mom started talking again and Blair put her hand in my mother's face, turned to me and started talking to me. I asked her not to put her hand in my mom's face and Chelsea said goodbye while stepping in front of Blair as Blair was becoming loud and hostile. I took the receipt and left.
Shortly after leaving I noticed that the receipt was not accurate. They wrote that we were there from July 23-24 when in fact we left only hours after checking in. I called the desk and Blair said I would have to come back if I wanted an accurate receipt so I did. When I arrived Chelsea was on her phone smoking in the walk way where customers come in and Blair put her hand out with an envelope with the receipt in it. I checked it before leaving. They wouldn't put a time on it of when I left.
When looking at other reviews, I found several from weeks and months back stating that guest's had issues of bad customer service and no hot water.
Blair and Chelsea may have had their hands tied and couldn't fix this maintenance problem but I should have been told this before checking in, not over hearing it after signing my paper work. My mother getting a hand in her face and me getting yelled at while attempting to celebrate my son's birthday was unreal. I would not ever recommend this establishment and will be taking this issue up with the company. Highly unsatisfactory behavior from these two employees.

Hello. I wanted to make you aware of a bad experience we had at the Best Western in LaPorte Indiana. We were in town for a wedding and booked months in advance so I couldn't change hotels. Believe me I would have if time had allowed. We walked into the room which first of all had a musty smell to it. There were stains on the floor ans worst of all we found cherry pits on the floor on the side of the bed. This is disgusting. If the room was properly cleaned this should not of been missed. So I paid $140 for a room that I had to spend time cleaning up before I could get ready for the wedding I had to attend that day. I did complain in the survey I was sent, but only recieved an apology, no compensation at all. The hotel was also in need of many updates and repairs. This was just a bad experience.

I stayed at your B/W Inn at the Meadows in Portland Oregon from June 29-July 2

I have been trying to remove the pre authorization all week. My bank and your manager Steve conferenced in a game plan yesterday. 24 hrs later Steve has blown me off as he knows it auto comes off tomorrow. I needed the money being held for a week. I stayed 6 months last yr with you. Jeff, Steve were rude and too busy to help a customer. They also took 2 nights of points for one night stay. If I had not checked. They forgot who the customer is or don't care.

Gary Seeley

I have used MANY best Western & aost ALWAYS am very pleased, not this time! 7/1/16 my family & I stayed at Best Western in Sonora,tx- 1st we got a room & when we tried to enter there were people already in there, Then they gave us another suite , nice , BUT 90 degrees in room & took about 2 hours to start to cool down!- we couldn't sleep!, Lady helping us was nice, but just Bad Situation, Dissappinted this time😞

I reserved a king smoking room, upon arrival was told they changed smoking policy. I was never contacted with this policy change.

We stayed at the new best western plus in Hardeeville. The customer service was awful upon check out. We checked out at 5:50am and noticed the breakfast room was open. When trying to get breakfast and Cereal for my kids which was 10 minutes early, we were told that breakfast did not open until 6:00. We have stayed at several other hotels that served breakfast and never encountered this issue. Most are happy to please a thirsty and hungry child before we headed off on our road trip. The lady was very rude here and I feel the cold meals such as Cereal should be available earlier than the hot meals, although the hot meal was ready as well.

I was robbed by a house keeper in Monroe Washington Best Western on Sat, June 4th 2016. Left my room in am and went to ball tournament for the day. House keeper cleaned and my new movado watch, necklace and ring was gone. No body had access to my room other than housekeeper. I was the only person in my room. I have called 6x's and I've asked to speak with general manager. Still no call back from general manager to even address this invasive situation. I'm have spoken with a manager who has told me he has personally asked general manager to call me back several times and was very apologetic. Still no call back. I'm going to take this situation right to the top. I was robbed by a staff member and I won't let this drop. No body had the right to take people's resonate items. I was a customer and paid to stay in your hotel chain.

I stayed in your Best Western motel in

Johnson City TN 6-17 and 6-18 2016 and have some complaints. I had a double Queen room. First of all my bed was broken. It felt like an old school waterbed and my back is stiff and i got 0 rest or sleep on it.

The air conditioning was terrible. I turned it to 69 degrees and the room temperture stayed around 75 degrees, then would quit running all together then would smell funny. Finally the TV would intermittenly jump chanels and loose signal and go dark about every 15 or 20 minutes.

I politely complained to the desk people 3 times in 2 days and they never came to my room or called me back even though they were made fully aware of the problems i was having. I spent $187.00 for 2 nights of complete unrest and frustration. When i checked out the front counter guy(a guy that couldnt talk above a whisper didnt have any concerns or interest in my incovience. Ive had much better experiences camping out. I would like to talk to someone personally.

My name is Joel Brown