Best Western Hotels International, Inc. Complaint - Best Western does not honor their summer promotion as advertised
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 was told that we couldn't because the voucher had to be mailed to our home address. I explained that the offer stated "towwards 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 an 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) to 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!
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