[X]
Write ReviewJump to 
Best Western Hotels International, Inc. Complaint - Best Western does not honor their summer promotion as advertised - Stay 2 quailfied stays and earn a voucher for one night free toward YOUR NEXT ST
Stay 2 quailfied stays and earn a voucher for one night free toward YOUR NEXT ST - Complaint
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!
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!
Comments:
Posted by chevyfan12345 on 2010-07-19:
The fine print is not there for decoration. It's your responsibility to read. If you want to play their game, then you have to Wade through their minefield to get the prize at the end.
Posted by Weedwhacked on 2010-07-19:
All this was your own fault. No explanations or arguments are going to change the fact that the terms and conditions are disclosed to you in writing. It's not their fault that you didn't read it ahead of time.
Posted by Helpful on 2010-07-19:
I can appreciate your frustration, but ultimately need to agree with the previous posts. The terms were laid out, even by your own admission, and you just failed to read them.
I would have also excluded staying in you car. Especially on vacation, everyone has extra cash to spend on the unexpected.
I would have also excluded staying in you car. Especially on vacation, everyone has extra cash to spend on the unexpected.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
