In May we contacted Best Western Hotels and booked a room and we were told the hotel was in West Vancouver, BC and area we requested and was familiar with and also enjoyed being in, only to find out that we were booked in North Vancouver some distance away from where the agent told us we were booked. We asked for and booked a room with a microwave and mini refrigerator.
When we arrived we were given a small room with a small window next to the stairs and a exit door, we immediately went to the office and informed them that this was not what we booked and the person at the desk told us that there was no such room. We asked for reasonable accommodation because the room that the Best Western agency booked us with did not apparently exist. They informed us that they would try to move us to another room on the next day and on the next day when we inquired they told us nothing was available, even though we observed many people checking out.
Best Western Customer service was contacted an informed of the situation and the Best Western Customer Service representative apologized and offered points for another time. We were also led us to believe they would contact the hotel.
Because it's a long weekend and a holiday there were no other rooms available in the area, so moving to another hotel was not an option, and the representative that talked to us on the next day told us that the only upgrade we could have would cost us $60 more per night or we could check out. We talked again to a Customer Service manager with no real satisfaction. We then talked again with the front desk and the day person informed us that they actually did have the type of rooms we booked and that they had been booked only a few weeks ago in early July. (WE BOOKED IN MAY).
It seems to me that there are two problems: Greed - Just because there is more money to be made we were put on the not important shelf. If we were white and not Black would we get the attention that early booking deserves? (Because there was no concern, we wondered how much it played a part). We booked early in order to get the deals before the rush and it was not honored even though the rooms were available.
We have traveled all over the world with many mix ups but have always been accommodated, but Best Western North Vancouver was evasive and not customer friendly in any fashion. Points from Customer Service was their way of apologizing, but the Vancouver hotel still said nor did anything to correct the mistake. They treated us as take it or leave it customers, because they were going to make money either way. We drove 950 miles to this hotel and they didn't give a damn.
Dear Guests: We sincerly apologise for the problem you experienced. In our defence, we received the reservation as booked by you through whatever channel you used. You would have received a confirmation and description of the room as well. We honestly tried to accommodate your request but due due the long weekend, we simply could not. We serve many different races and cultures at the hotel and we do our best to provide all our guests with a positive experience.
MT. AIRY, NORTH CAROLINA -- I stayed at the Best Western Bryson Inn at Mt. Airy, NC for several nights in June 2010. I will never stay at this motel again!! The staff is completely rude and almost forgets who the customers are. They have a ‘NO PET' policy, which doesn't apply to me since I don't travel with pets. There is a sign on the door that says that all violators will be charged a $100.00 fee for any pet found on the premise. Nowhere does it say that the violator will be kicked off of the property.
I checked into this hotel and stayed few days, when a friend of mine drove up to see me from Atlanta and unbeknownst to me, brought his small dog with him. The dog is a Jack Russell/ Rat terrier mix and weighs about 12 lbs., so a small dog. When he arrived at 10:30 pm at night, I told him that the motel had a ‘NO PET' policy. So the dog was left to sleep in the car for the night.
The following morning at 9:30 am when it started getting warm out, the dog was brought into the motel. He was left in the room in his kennel while we had breakfast in nearby Mt. Airy. I had to leave for a couple of hours and my friend seeing that the weather was getting bad went outside with the dog to walk him before it rained. It was then that one of the staff saw him and told him that pets were not allowed. Then the lady manning the front desk was involved and my friend asked to speak to the Manager.
So the Manager was called and went to the room to talk to my friend so that he could show her the dog and the kennel. The GM basically said that it didn't matter and that he would have to leave the premise and pay the $100.00 fee. He told her that we would just leave and find a different motel that was ‘pet friendly' and she said that since it was after the checkout time of 11:00 am, I was already charged for another night. Needless to say, he had to pay the fee and pack his stuff and get out.
Since I was unavailable by phone, he decided to go ahead and return to Atlanta. When I returned to the motel and he had explained to me that he was gone, I went to the front desk to ask what had happened and was greeted with absolute disdain. The two women were completely rude and unprofessional. I asked them exactly what the fee was for if they were still going to kick people off of the property. The one lady said it was for damages and fleas. The other said it was because I broke the ‘no pet' rule. I told her then that I wanted someone to go to the room and check for any damages.
Neither one was willing to do that. I told them that basically the fee was extortion and that they should be ashamed of charging people a fee for absolutely nothing…just a quick way to make a fast $100.00. I also told her that when I had gone out at 9:30 am, there were two other people walking their dogs. And the front desk lady had the gall to tell me that no one was staying at the motel with pets. (Yeah, right!!) So I explained that I would be posting reviews on several different sites on the internet and lodging a complaint with the Better Business Bureau. The one lady told me that I needed to leave the office and the other one told me to go ahead and do it.
So needless to say, if you have pets or friends that are travelling with pets, AVOID this motel like the plague. If you enjoy rude staff, people smoking in front of your rooms at all hours, broken TV, spotty WiFi, and bugs in your room…then you will be right at home. And they also state on their website also states that each room features a beautiful view of the Blue Ridge Mountains... HA HA HA!! The only things to see out of your room is the parking lot, road, pool, and truck stop...there are no mountains in sight.
My spouse, me and another couple stayed at the Best Western beachfront inn in Galveston, TX during spring break. To start the first room that our friends were put in smelled like mildew, and gave my friend a headache within 15 minutes, the floor in the vanity area was sopping wet extending out into the room by the first bed. Maintenance tried to steam clean the area while they were in the room and sprayed something to get "rid" of the smell, which only made it worse.
The hotel finally put them in another room right next door. Maintenance informed us that it was probably the tub leaking, which it did eventually the next day leak into the room they were moved to. They also put people in the first room after my friends were moved. The room my husband and I stayed in the door's paint was not completely dry (it was very sticky, tacky to the touch) and got on anything that touched it. It got on our clothes, hands, feet, and luggage.
Anything that we used to prop the door open with. The maintenance man came and uses paint thinner on it and said that should work, and it still came off on anything that touched it for more than a few seconds. We had to make sure none if the younger children got close to it. We also parked our vehicle in the covered garage area because they had signs posted that there was video surveillance. Our vehicle was vandalized so the constable on site that night talked to the hotel staff and they said that they couldn't review the video until the next morning.
So my husband and I went down the next morning, my husband still very upset about the incident, to review the video. The lady at the front desk was loud rude and eventually told my husband he needed to shut up! She finally got the general manager on the phone which at that time we were informed the cameras did not work. That was very upsetting because it had left us with a false sense of security if we parked in the covered garage. Had we known this we would have parked out in the parking lot were our vehicle could be seen by all the rooms that were facing that lot. It seemed like everyday it was something different.
On our last night there we had to move one of the beds to retrieve a cell phone that was dropped and went into the box built for the frame to the bed. As we lifted the mattress on the side facing the box spring there was dried up blood on it. Then, as we moved the box spring we noticed mildew on the wall at the head of the bed. This just took the cake!!! The hotel said they would comp us one night for just one room for the paint ordeal. We have been charged for the rooms and have yet to get our one night comp.
Overall their customer service was very poor and the rooms well you see how well those are. This experience has ruined us from staying at any Best Western ever again. We got home and tried calling everyone we could think of, all the way up to the president, and all we got it sorry to hear about all this. It all sounds like an isolated issue... Not from what I have read on any reviews written. Our stay in Galveston was less than enjoyable. We all were looking forward to going to Galveston and to be staying on seawall blvd on the beach, just to leave feeling let down by our whole experience at this hotel. If you plan ongoing to Galveston do not stay at this hotel.
CARPINTERIA, CALIFORNIA -- I arrived at our hotel and checked in. They gave me a room that was already occupied. There was a couple lying in bed watching TV. They gave us another room on the first floor and at 2:30 am the second floor bathroom flooded. Water was entering through the light fixtures and running down the walls flooding the carpet. The next day maintenance brought in large noisy fans to dry out the mess. They would not give us another room. Our key cards had to be changed 3 times. Someone in the room next to us was playing the violin after midnight and to finish it off, the front desk employees were rude as if I was disturbing them. I will not recommend them to anyone.
MCGEE, MISSISSIPPI -- I stopped there on my way to a larger town due to bad weather and it was close to the interstate. BAD MISTAKE. As with many motels/hotels now-a-days, the staff can't speak good English (SONIL INC is the owner), but that was not that big of a deal. After I got to sleep I was woken about 11 pm with the sounds of slamming doors and kids screaming and running up and down the hallway.
I finally called the front desk and complained with no luck. I was woken two more times and I continued to report this without ANY help at all. The night clerk was totally a waste of time, said there was nothing he could do, if I would have been running up and down the hallways they would have kicked me out. Therefore at 12 pm (midnight) I packed up and went downstairs and checked out and drove in the blinding rain for over an hour to where I got another room and finally got to bed at 2 am. I am complaining to their corp office. I WILL NEVER stay there or any other BEST WESTERN EVER AGAIN!!!
On September 29, 2010 @ around 4:30, I made a reservation for the Best Western Mesa Inn in Mesa Arizona. Check-in was for September 30, 2010 @ 3:00 pm. The cancellation policy stated "Must be cancelled by 6 pm On September 29, 2010." Now this only gave me like 1 1/2 hrs after making the reservation to cancel.
After checking with my daughter, she didn't want the reservation yet so I called them back @ approximately 5:30 pm on September 29, 2010 (about 1 hour after making the appointment) and cancelled. I was told OK, **, your reservation has been cancelled. Later that evening while on my online banking I saw a pending charge for the reservation fee. I assumed it was going to "drop off" my account as it was pending and I knew I had cancelled. But the next morning it was still there so I called Best Western and ask why it hadn't dropped off. I was then informed they had no record I had cancelled.
I was told that the reservation was nonrefundable and that my credit card had already been charged and they were not going to refund anything. I protested, telling them I had cancelled within my time limit. I was then placed on hold. After a few minutes a different person came on the line saying he was located in the Best Western Mesa hotel and he had nothing to do with cancellations or bookings so I had to hang up and re-dial the original phone number because he said he couldn't transfer me but I don't know why I was put through to him anyway if he couldn't help me.
To make a long story short, I called Best Western 4 times and talked to different people who just didn't care. I talked till I was blue in the face, so to speak. I was told that when a person cancels you're given a cancellation number and I didn't have one because I WAS NEVER GIVEN ONE. Now how was I to know that I was SUPPOSE to get a cancellation number? I can not help it if an employee doesn't do their job.
I finally told them I was going to dispute their charge at my bank and write a review about their unfair business practices. They didn't care, so here I am. Best Western makes money all the way around without providing services. They just "neglect" to make the cancellation when you call, thus stealing your money.
ROCKFORD, ILLINOIS -- In addition to not disclosing the hot tub and sauna were closed, we learned the water park hours had also been cut eliminating most daytime activity. After a room with no air conditioner and no fridge as requested (I am diabetic & need fridge for insulin) we checked out early. At checkout we were charged for a movie that we did not order.
The next day I discovered that they submitted charges of $100 and $45 in unauthorized charges. When I got through the phone games I was told that it was a housekeeping employee's "opinion" that smoking had occurred in the room! I have asthma as well as 2 of my children! What a lie! There is no proof such as ashes, cigarette butts, burns, or even a smoke smell, just the "opinion" of some phantom housekeeper!
They don't care if they don't have proof because most people don't fight it. That's what they count on. The best way is to go through your bank and it can be considered fraud in many circumstances. If you need to progress it to court you are entitled to the money back, plus court costs and sometimes punitive damages can be imposed. I will be interested in how they will explain to the judge that their evidence is an opinion of a witness they won't produce.
Also, the hotel must provide you proof that special cleaning was actually done to the room, which so far they have refused. Be careful with your credit/debit cards unless you can afford to give someone a blank check, they can charge you anytime for anything if you let them get away with it. It is insulting enough to deal with corporate incompetence but even worse when their attitude is that they can do whatever they want and treat you like the criminal.
My advice is to document everything and save every receipt, confirmation and detail. I am thankful that I was only ripped off for $140, because I have read about some of $250 and up! It may be a long, aggravating process, but I will get my money back. In addition I will extract double that in their future business by exposing their greedy practices to everyone who wants to know the truth. Don't sell out for the dollar.
I specifically used Best Western for our family vacation to take advantage of their 2010 summer promotion to save one our trip. We can only afford to take a vacation once every few years. We completed our 2 separate qualifying stays at the beginning of our trip (confirmed with Best Western). We attempted to use our night free at our next 4 day stop in Virginia and were told that we couldn't because the voucher had to be mailed to our home address. I explained that the offer stated "towards our next stay" and that we were at it and not going home to get a voucher and not going on another vacation any time soon.
Desk clerk could do nothing so I called the "Rewards" toll free number and was told that because of their (Best Westerns) contract with a 3rd party provider it would take 4 to 6 weeks to process. Was also told that that information was in their "terms and conditions" page. To be fair - it is, but that statement is buried in the fine print on a separate page and conflicts with the bold, enticing offer on the main page.
I asked the customer service representative how they could make an offer that says "ON YOUR NEXT STAY" when they have no ability or intention of doing it! She stated there was nothing they could or would do to honor the main body and enticement of their offer. I explained their terms and conditions conflicted with their stated offer and was not simply a further clarification - but a conflict. She said again there was nothing they could do and even after me stating my extreme displeasure with the conflict in the offer - I was told (basically) too bad, I have to wait for a voucher in the mail!
Further asked how then, could I use it on my next stay if it would be 4 to 6 weeks from now and I got a long silence for an answer? From that point all she would reiterate was that it was out of their control. I suggested then that their ad was misleading and they should state UPFRONT that it could only be used on a stay sometime 4 to 6 weeks later. Now I don't have money to pay for both gas and a hotel room on the way home, so we are sleeping in the car and will never use Best Western again!
NEVADA CITY, CALIFORNIA -- This Best Western inn is located in Grass Valley California. One room had a loud knocking noise sound off every couple of hours. Another room had a very sagging bed. Here is the kicker I paid the extra pet fee only to be told that my pet couldn't enter the inn. When I did not agree to the clerk's demands she then said she would have the manager call me. I told her I did not want the manager to call me. Please leave me alone. I then explained to her my puppy was a service dog I just didn't have the papers yet.
The next day the manager went off on me like she was on amphetamines. I found her rude manner scary, almost nonsensical and completely out of context. She then said something about double occupancy. I figured out later that they were kicking me out so they could make more money renting to two people parties. The manager ruined my day, ruined my week and caused me severe emotional distress.
The next day as I was trying to leave the room for good the housekeeper kept knocking on my door while I was naked. I said I am naked. I then called the front desk to complain. I also called the police as the housekeeper harassing me after the clerk and after the manager screaming at me to get the dog out of the lobby was too much to bear!!!
The front desk called the police on me. The police, the front desk clerk ,and the housekeeper then all were at my door. I had managed to put on clothes by then. The housekeeper told the police that I knew her. This was a frightening, weird and dubious experience. Best Western clearly states that pets should not be left in the room by themselves.
These people probably didn't go to college. The manager short haired woman mid thirties to forties probably on uppers and will do anything to make more bucks. You might get away with staying there but don't stay for more than a night. For heavens sake don't pay the pet fee or count on reliable lodging.
Our stay at the Best Western in Saranac Lake started off wonderfully and ended up horribly as a result of a miscommunication and then a spiteful, one armed manager. We booked our 3 day stay through Priceline filtering for "pet friendly". Afterwards I surfed for the actual number for the hotel to confirm the reservation with a real person. I called the number and was assured I was booked into a "pet friendly" room.
We drove to Saranac Lake, checked in, and spent 2 wonderful days enjoying the sights. On the second day we returned around noon to let our little puppy out of his portable kennel to find ourselves locked out of our room. I went to the office and this arrogant one armed manager stated that I had never informed him that I had a dog. I told him that he was wrong and explained the situation. He insisted that I was lying and would not be permitted into the room until I had paid a $35 pet fee.
I explained that I need access to the room to allow my poor puppy to relieve himself. The one armed guy refused until I paid the $35. I paid him the money and was able get into the room but was only met in the hall by the same irate one armed manager. He insisted that we vacate the hotel within 10 minutes or he was calling the police.
The police arrived and we explained our side. The police tried to recoup the funds for the last night that we had already paid but not used but the manager refused to give us our money back. I will never again stay at a Best Western and I hope that you do not either based upon this incredibly ridiculous story and the spite and unprofessional behavior of a one armed manager.