Best Western customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Best Western.

Jan

Posted by Whatever

on 1/12/20 at 9:44AM

I had to go to each floor around midnight to get a drink, had two of my daughters competition leotards with me as I came from my car to fetch them on my way back to the room. Being distracted by getting stuff from the vending machine I forgot the leotards hanging on a luggage cart parked by the vending machine on the 4th floor.

When I realized it and run back upstairs they were GONE. Nobody turned them to the Lost & Found!!

I was devastated, in tears, and had to file police report in order to be able to review the security tapes. They told me the manager in charge of security tapes wouldn't be in till Monday (incident happened Friday night).

When we came back to the hotel we were told the manager had come in and looked at the tape and didn't see anything. Well, I thought they would call me so I can view the tape with him together. They said he viewed between 11.30pm and 1am. The time frame i went to the vending machine. Well clearly they were taken AFTER 1am and after I had returned to the room!!!!!!! So somewhere between 1am and 9am in the morning is when to look at the tapes!!!

I am so angry and sad and just feel like nobody is trying to help me!!! They act like I am crazy or these leotards never existed!

All I want to see is who took them, see which room they went to and possibly track them down to get my leotards back!!! These are leotards for a 10 year old girl!!!! So unbelievable that horrible people wouldn't turn them in. Worst, that nobody else sees to care and go the extra mile to view maybe 7 hrs of tape, find out who took it and just get them back!!!!!

Police report has been filed!! I except for someone from corporate office to contact me!! I will not stop till my leotards have been found!!!!

Jul

Posted by Denise

on 7/15/19 at 4:15PM

Rawan Al-Sabyani 6:48 PM (18 minutes ago) to me.
Dear Denise Sturens, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 3014591000. Sincerely, Rawan Al-Sabyani Room Division Manager Best Western Capital Beltway

My reply:
Thank you for emailing me. I will not be staying at your hotel in the future. I was a guest on July 13-14. I made a complaint there was a mouse in my room 635 in which I indicated I was scared of mouse and asked for a reduction or refund of my payment. In which the front desk said that is not possible. They did not offer an apology for my inconvenient or distress because of the experience. I was terrified to dress in the room and left the hotel without proper self-care. I will be contacting Corporate regarding this situation to bring attention to my concerns since the facilities staff could not address my concerns. I can not give a good review based on my experience. I will not recommend this facility to family and friends. I would like to receive my final bill which was not given or offered to me after my complaint.

May

Posted by Anonymous

on 5/21/19 at 6:59PM

Loud party out in the parking lot at Best Western in Pinehurst Inn...front desk notified...but hasn't stopped it...will try to move rooms..but it's 10pm

Jan

Posted by Jenn

on 1/24/19 at 4:27PM

Recently, I wrote a letter about my stay to your corporate office, but I forgot to make mention of the hotel I stayed in. The property my family and I stayed in was the Best Western Plus located in Flowood, MS 39232. I have tried to call on several occasions to speak with someone who can help resolve my complaint, but I keep getting the run around. I don't know what else to do at this point. This memory will forever be with me, cause the way your member of management treated my family and I in front of other customers and my family.

I am a frequent traveler and have been a loyal customer of your hotel for many years, because I appreciate your emphasis on values and the excellent customer service. Yet a recent episode at your hotel involving a few of your front desk staff has made me question my loyalty.

My family and I stayed your location for few days in November (the actual dates were 26th-28th). The way we were treated by your so-called front desk manager, I believe her name was Sabrina. I came down to the lobby to explained to her some of the issues my family and I had experienced from my check -in visit from the night before. As I began to speak, my husband and I noticed that her eyes were rolling in the back of head (as if she didn't want to be bother),that's when she begin to over talked us and not to mention she wouldn't even let me get a word in and continuously interrupted when I tried to speak with an unpleasant attitude . It's people like bad her that will destroy your business, I have written directly to the hotel and nothing has been done about my issues. This was the foremost embarrassing moment in our life to my family and I treated the way she treated us in front other guests located in front lobby was intolerable and unacceptable. If this is the type of manager you want working for your company, then this says a lot about Best Western whether it's corporate own or franchise. I began to explain the reason I wanted to speak her. Upon my night of arrival, which was about a little after 1am. My family and I had to seat in the lobby for nearly 30-45 mins in the lobby before we were greeted by the rep at the front counter. We were never made of aware of the breakfast hours, the pool location or any other misc. The only reason I notice the breakfast had started, my husband had to go the truck to get something out. When I ask did you guys have a complaint line, I was told No!!!!!!!!! numerous times by your member of management (Sabrina). Throughout our stay at your hotel, there was one of your housekeepers on the 3rd floor, that really made sure the needs of my family were meet, she was so sweet and respectful. Throughout my stay she made sure my dirty towels were consistently changed out and our bedding. Despite my repeated complaints, the bathroom plumbing was faulty. There was no fresh coffee, the milk was running low. So, I informed the cook of the issues about the items that was running low, she apologizes for the inconvenience and in minutes she had a pot of fresh coffee and the milk was refilled. She really took a lot of pride in her job.
I am writing this complain letter to encourage you to improve your customer service and your management skills. It is extremely distressing for a loyal, frequent traveler to experience such poor customer service as I did.
I enjoy staying at your hotel for several reasons. Overall the atmosphere make feel as comfortable as if I were at home, Especially Tracey and Panelle they were knowledgeable and understanding. I hate having my positive feelings about your hotel ruined by one visit, but I will not allow my family and I to be treated with such disrespect under no circumstances. I hope the issues will be corrected prior to my next visit. If this issue doesn't get resolve, your company will be losing a lot of business, because of your customer service skills.

Jul

Posted by Unhappy camper

on 7/24/18 at 7:17PM

Was staying Best Western in cinncinatti,Ohio on Willimas Dr and had an experience of a hotel employee calling the room @11PM to get a fan he had given us to use for the night for his co-worker,we were there staging to go to the hospital for my brothers cancer surgery which was very serious 6hiiura long as matter of fact! Once we were awakened we were unable to get back to sleep we had stomping and thumping above our heads all night we were compensated a mere 15% from the manager canÃ?Â¢Ã¯Â¿Â½Ã¯Â¿Â½t get a hold of anyone through Customer service what a joke they are!!! Will never stay again!!! That I can promise

Dec

Posted by Anonymous

on 12/5/17 at 4:39PM

I used a third party app to book this hotel and was treated badly no sleep rights to a decent stay stolen from me and then your company lied covered up their purposeful harm done to me and negligent in fixing the issue lied about the people around didnt resolve or take care of any issue. Horrible way of doing business bringing people In taking their money and purposefully ruining their evenings with the banging on walls luring about who was in room next to me and slandering my name and not even reviewing th e security footage that proves that I am right and your people get away with ruining days and days of prevoking anger lies and false misleading advertisment ment to steal from people

Oct

Posted by Yin

on 10/5/17 at 7:23PM

I want to complain Malaysia best western officer (siva) 0194143746

Jul

Posted by Anonymous

on 7/21/17 at 4:32PM

There is a maintenance man that works at the Best Western in Lockport, New York on Transit Rd. He is stalking me, I cannot give you my name because I'm afraid, I was told he has mood swings and is unstable. I want to make you aware of this before he harms someone. Thank you for your attention, he is about 5'10 dark hair cut short and brown eyes sometimes glasses. He always waits at the front desk for me in the mornings and stalks my vehicle.

Apr

Posted by Anonymous

on 4/5/17 at 12:48AM

Your Clarksville IN, Green Tree location has so far refused the refund I'm due. I called them at 2:15pm on 3/29/17 to cancel my 4 night stay and was told it would be taken care of. It hasn't been. I have called customer service twice and tried to call this location (remote access required) with no success. Somebody named Pat says they never heard from me to cancel. I have call history that proves I did. I need resolution asap!

Mar

Posted by Anonymous

on 3/6/17 at 9:19PM

I have misplaced my Best Western Points card, note I have not used it in quite awhile. Lately, I have spent several days at the Best Western Plus, Close to LGA Airport and will be staying there again this week. Can you please try to pull up my old card and up date my points.

I am Dennis M Williams,

I can provide receipts for the nights stayed this year at the Best Western Plus

Thank you

Dennis

Feb

Posted by Anonymous

on 2/27/17 at 3:38PM

I booked a night at 11939 I-H 39 N. BEST WESTERN GARDEN INN SAN ANTONIO TX 78233, from Expedia and went to the hotel with my one year old around 11pm when I got to San Antonio just so the rude girl Amy could tell me I was not staying there that night because my card didn't go threw for the room security?. Seriously? I payed for the hotel room and I showed her I had money in my account on my cell phone and she did not care and was rude and my daughter and I had to leave. I contacted the manager the following day and told them I wanted my money back, and they directed me to Expedia. I got a hold of Expedia who were glad to help and wanted to locate the hotel to see if the hotel would refund me. Expedia told me that the hotel was not wanting to refund me even though I did not stay the night. I contacted the hotel again when another manager told me he would contact someone higher and him to call me. Let me just tell you this happened in October. It is late February not and I tried calling again and he assured me the manager would contact me. She has not !! Terrible service there !!! WILL NEVER GO AGAIN! They refused to contact me to resolve the issue and refund me due to the ignorance and rudeness of the front counter lady! Horrible rude place !!!!! DO NOT BOOK HERE !!

Feb

Posted by [email protected]

on 2/11/17 at 3:10PM

We r on a 2 week vacation... we stayed at the Best Western in Oglesby, Illinois.... was very happy with our accommodations there to include the customer service... So I booked a Presendential king suite for Nashville.... From the time we checked in to today we have gotten the run a round! First they gave someone else our room, back down to front desk,got the person out of our room... Someone left garbage in there, housekeeping left dirty rags in there and our Presendential suite Was an executive suite....meaning the whirlpool tub was only big enough for 1 person... I'm really upset by now... From desk person assuming evening manager told me there was nothing they could do because the Presidential suites were occupied... I asked to refund... I was told I needed to contact booking.com they had to do it..I called waited on hold... well booking had to call Best Western to get their permission to refund us... well to make a longer story shorter, Best Western charged us for 1 night stay since we had used the room... R u kidding me???? We hadn't even unpacked yet!!! Checked out went to the Inn at Opryland!! Was left phone number a name of General Manager Terra to call the next morning because she is the only who can make that decision... Called the next day and she couldn't make that decision she had to talk to her Manager!!! FLIPPIN SEROUSLY!!! Call back the next day, I told her we were traveling please call me on my cell and leave me a message... That brings us to day 5!!!! Have left 2 more messages for Terra on her voice mail plus with the fd person.... Haven't heard a thing!! Called again today because I haven't heard anything... She is out till Tuesday!!! OMG I'm boiling there is NO ACCOUNTABLE AT THIS BEST WESTERN ON MUSIC VALLEY CIRCLE AND VERY VERY POOR CUSTOMER SERVICE!!! WE WILL NOT Stay at another Best Western because of this experience!! I ALSO DO NOT RECOMMEND THIS ONE IN NASHVILLE TO ANYONE!!! I ALSO DO NOT RECOMMEND BOOKING YOUR ROOM WITH BOOKING.COM THEY ARE JUST AS BAD SPENT 1/2 HOUR ON PHONE RUNNING BACK AND FORTH TO FRONT DESK BECAUSE I WAS TOLD BEST WESTERN HAD TO AUTHORIZE IT!!! THIS LEAVES A VERY BITTER TASTE IN MY MOUTH CONSIDERING WE USUALLY STAY AT BEST WESTERN....NOT anymore! Beware when u book online or phone!!! Also could not connect to Internet to search for a new hotel, so my husband is on his phone looking while I'm talking to booking.com and talking to front desk person Mark who was very rude!! I was told today that Terra mentioned she was having problems with her voice mail but did I want her voice mail to leave her a message??? This just goes to show you
How talented people r that work there!!! NEVER AGAIN!!!

Feb

Posted by [email protected]

on 2/11/17 at 3:00PM

Jan

Posted by Anonymous

on 1/14/17 at 6:20PM

I stayed at the Best Western in Atlantic City, it was one of the worst place I have ever stayed. The bed was awful and it wasn't what my reservation called for, I reserved a queen sized bed and got 2 double beds, the rugs were sticky.

Jan

Posted by Coastalsurf

on 1/1/17 at 1:21PM

First off, this hotel is very pretty and in a nice area. Coastline inn Wilmington, NC. But their customer service sucks! So this is going on six months of trying to get this solved.
Back in July, we booked a two bedroom room for quite a hefty price because it was July 4th weekend. We had specifically requested two beds because we had 4 adults. On our way, they called and said that they were upgrading our room for free. When we got there, they had put us in a room with one bed and a pull out couch. I told them that this was not ok and they preceeded to argue with us that they have no rooms with two beds and refused to refund our money.one of the employees said that they would bring us more pillows and another mattress. But never did. I slept on the sofa bed and ended up having to go to a chiropractor for my back. I try to get in touch with someone after about a week and finally the branch manager called and was so unbelievably rude and did not want to make anything right. She had a excuse for everything. In the middle of explaining why everything was wrong, she hung up on me. I still have gotten a return call or a resolution from best western even though I'm continuing to try and contact them.

Dec

Posted by Anonymous

on 12/24/16 at 7:01AM

We booked a 5 day stay at Freeport Inn in Freeport Maine. thru Expedia. If we hadn't been driving 600 miles we would have checked out immediately. So tired we had to stay overnight. Room old/old, wallpaper pealing off in bathroom, room dirty, carpet worn out, sink worn out. We had our 2 dogs and thankfully had brought their dog beds because I wouldn't have wanted them to sleep on carpet. Bed really bad - would have been better to sleep in a sleeping bag in a snow bank. All hours of the night felt like someone was throwing stuff around on the floor above us. Pet area not cleaned out even though there was a snow blower in sight which made it difficult walking them on a steep hill. Checked out next morning never to return and drove 600 miles home.

Dec

Posted by Kristal

on 12/19/16 at 10:15PM

My husband and I were recently traveling through Henrietta TX and stopped in your henrietta location. We are expecting and as such I had to use the restroom prior to getting our room. The woman in the front desk, whose name was Rhonda was extremely rude to me. When I politely asked to use the restroom she asked me "do you have a pregnancy test with you?". I said no,of course I don't walk around with a confirmation test. Who does??? And what kind of employee of your hotel questions a guest like that? Long story short, we left the gotel very upset without ever getting a room. This employee lost your hotel business and was rude beyond belief! I am very dissapointed in her behavior and treatment of me and my husband and because of this we will no longer seek your hotel as accomadating us in the future.

Dec

Posted by A

on 12/4/16 at 4:25PM

To whom this may concern,

I am a guest in your hotel. I have a few complaints that I would like to address. I'll start with my major one first.

It's Sunday afternoon. The football game is on channel 13. The channel is going in and out. I called down to the front desk and I asked the lady that answered can she fix the station. She said no rudely. The channel has been going in and out since 6am this morning.

I go downstairs to the front desk to see if I could get a manager and I believe the same lady that answered the phone said she was the only one there. No managers and no maintenance person was working. Fine!

I asked her could I have some clean towels. She goes to the back and look and comes back and says she doesn't have any. She said can I walk down the hall to housekeeping to get some. Fine!

I walk to housekeeping and the door was open. I asked the first lady for some towels. Well another lady jumps in and says I have to bring my dirty towels from upstairs and she will give me new ones. Fine!

I go back to the front desk to ask for a refund for my hotel stay tonight. She says she can check me out and only charge me for one night. While the front desk lady and I are talking, the second lady from housekeeping is yelling MA'AM, MA'AM, MA'AM at me from all the way down the hall. There are other guest rooms and I'm sure they heard it. There was another guest standing next to me asking for change and I said to him I know she can't be talking to me. By this time the housekeeping lady is coming down the hall still yelling. The front desk lady says I thought she was talking to someone else. By the time the housekeeping lady makes it down to the front desk she says ma'am you can leave your dirty towels outside your door and come down to housekeeping to get some fresh ones. The front desk lady said she could give me her supervisor email to complain to.

I went upstairs grab all the towels that were dirty and took them to housekeeping. The same lady that was yelling at me greeted me. I told her ma'am don't yell at me any more. She says I'm sorry. I say I'm not anyone's child. She said I know.

The second compliant is check in.
I reserved this hotel on Booking.com. I called after I made the reservation to confirm they got my reservation and to complain about me not being able to pay on Booking.com. She says I can't pay on Booking.com that I needed to come in and pay by 6:00pm. Fine!

I came that same day around noon. When I got there she said she could have took my credit card information over the phone and I didn't pay until I actually stayed. My complaint is she was rude too. Very short on the phone. If she would have been nice and explained in detail about the check in process, I would not have had to make a blank trip. The lady I checked in with Saturday at 3:00pm was wonderful.

Last complaint
The rooms were not 100% clean. Maybe 65%. Sheets dirty, tables needed wiping, crumbs on the kitchen counter, a smoke odor even though I had a nonsmoking room, and a slight pee smell in the bedroom.

Dec

Posted by Gizmoeyz

on 12/4/16 at 3:08AM

I always was a loyal customer until by chance i was sttanded in Stafford,Va My riding companioin and i got into a verbal disagreement as we were tryn to rent a room, needless to say I was sttanded with no money. I texted and callwd seversl family members and friends, help was unavailable until the next morning at the soonist. While waiting for family assistsnce sitting in the lobby because its cold outside I was asked to leave the lobby even after I explained my situation.Wow then it was a woman who asked me to leave the lobby because i wasnt a geuss.I will stay in there hotel anymore..

Nov

Posted by Anonymous

on 11/25/16 at 8:23PM

I had a reservation at the sandford Florida branch. The parking lot was so full because of the airport parking the only place was in front of the office. I parked in front of the shuttle bus for the hotel and I left plenty of room for it to get out. The driver came out and told me very rudely I couldn't park there. Told me to go next door at a restaurant and park there. I cancelled my reservation. That driver is the worst person. I'm very disappointed.

Nov

Posted by dcerto

on 11/25/16 at 2:42PM

Please upgrade the Best Western Seaport Inn in NYC ! The hotel is now rundown, with shabby rooms and bathrooms. It is in desperate need of an interior UPGRADE! Seaport is a growing hip area with new stores and restaurants in lower Manhattan. We love the workers at the hotel, love the location, and love the prices. We cut our stay short the last time we were in NYC, and have stayed at this hotel for years.......please upgrade this hotel !!

thanks, dominick

Nov

Posted by Alfred

on 11/17/16 at 10:17PM

The Corte Madera Best Western is very suboptimal. Shabby,noisy and mildew smells in rooms. They are cheap with all amenities including toilet paper and soap. I have stayed in 3 different rooms and the wifi didn't work. The staff particularly a women named Eva is rude and clueless. The breakfast are awful. There are many other viable options in the vicinity.

Nov

Posted by Anonymous

on 11/12/16 at 9:03AM

The Wife And I Tried To Stay At Your North Myrtle Beach Motel On November 11 Located At 9551 North Kings Hiway But Were Not Able Because The Heat Did Not Work. We Had To Leave And Drive 3 Hours Back Home. The Maintenance Person Could Not Be Located Nor The Manager. The Manager Was Suppose To Call Me Back Today Have Not Heard. Would Like To Get Part Of My Money Back. Will Not Use You Motel Ever Again

Oct

Posted by Disappointed

on 10/31/16 at 2:41PM

NEW CUSTOMERS ARE LOST

Best Western Customer Care is not interested in taking care of or keeping new customers. Bottom line.

They are more concerned with the cost of keeping customers rather than the VALUE OF KEEPING CUSTOMERS

We're told by Brandon, a customer care rep that having our reservations cancelled by the hotel without an email cancellation notice and losing our extra large booked room and having to rebook a smaller room at a higher price the day before our departure from out of state to an SEC Homecoming game was not worth a free rewards nite compensation.

Had I not called to confirm, we wouldn't have even known, NOR WOULD WE HAD A PLACE TO STAY!!!!!

I was even told I cancelled it and when I said I did not and they couldn't find the confirmation #, I was told hotel mgmt would call me back. They did NOT call me back

I took a chance and rebooked a room. (I will say the room was clean a credit to housekeeping to whom we tipped directly and complimentary to the housekeeping mgr , Ms Daisy)

Upon arrival I was told, email was sent and phone call made. Showed Mgr my phone in and out for the preceding days ~ No call and no email

Had the Mgr dial my phone and sure enough it rang. Had her send an email, sure enough, the email canes through

Now what would you think?

Mgr stood her ground and was not in the slightest apologetic.

i also talked to Robert, a supposed Customer Care Supr. I was told there is "no official policy for cancellation notices". And it was my responsibility to make sure the credit card was valid

Let's talk about that. My card was lost between the time I made the reservation and the time the card was run for the room and it did not dawn on me to call and give the replacement number

So don't expect a cancellation notice or any grace from Best Western and don't expect them to care more about the VALUE of keeping you as a customer, than the COST of keeping you. They DO NOT CARE

Oct

Posted by Myers

on 10/31/16 at 9:52AM

. My sister and I evacuated from our home in Beaufort, SC to your (Best Western South) hotel in Ridgeland, South Carolina.

Every member of the hotel staff was kind and courteous throughout our 4 day stay, even in the face of multiple stressors. When the effects of Matthew took out the electricity and water, they went above and beyond to make us as comfortable as possible, providing drinking water, breakfast bags and survival tips (how to flush a toilet with swimming pool water.)

Viewing Best Western customer service reviews 1 - 25 out of 184

Best Western customer service reviews

Jan

Posted by Whatever

Jul

Posted by Denise

May

Posted by Anonymous

Jan

Posted by Jenn

Jul

Posted by Unhappy camper

Dec

Posted by Anonymous

Oct

Posted by Yin

Jul

Posted by Anonymous

Apr

Posted by Anonymous

Mar

Posted by Anonymous

Feb

Posted by Anonymous

Feb

Posted by [email protected]

Feb

Posted by [email protected]

Jan

Posted by Anonymous

Jan

Posted by Coastalsurf

Dec

Posted by Anonymous

Dec

Posted by Kristal

Dec

Posted by A

Dec

Posted by Gizmoeyz

Nov

Posted by Anonymous

Nov

Posted by dcerto

Nov

Posted by Alfred

Nov

Posted by Anonymous

Oct

Posted by Disappointed

Oct

Posted by Myers

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