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March 2025 by Carey Lehner
We had used Best Western Rewards Points for a 2 night stay at the Best Western in Aldergrove, British Columbia. The morning we were to travel to Aldergrove my son woke up very ill. As a result we had to cancel out plans. We totally understood we may have to forgo one night's points as we were within 24 hours, (however I have heard in the past that some hotels will even waive the cancelation policy for circumstances like this), but this hotel refused to refund ANY of the points. I called customer service of Best Western and initally the lady was going to refund one night, but then had to call the hotel directly to confirm and she said they were unwilling to release any of the points. Any hotel I have ever dealt with has never charged the second or further nights when I have had to cancel. At most it has always been just one night. The fact that this hotel was not accomodating is extremely frustrating and disappointing. We will never book at this hotel again, and are considering whether to book at any Best Western again as our points are pretty much wiped out at this point in time. Very disappointed with the customer service of this hotel and that Best Wester headquarters doesn't have a better policy. The rewards are not worth the headache.
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March 2025 by yvonne Diaz
From the time I arrived 5 day stay no air conditioning working. Three days refrigerator was not refilled I communicated with them personally and didn’t resolve till I was leaving 5 hours before check out. No snacks given in room at all which is part of their own Best Western Free services. The last day the cleaning lady gave me that one snack. So, who got the rest of my snacks? I saw chips, I saw apples and cookies etc who got that? Hot water was rare when taking a shower. Floors were dirty in room for the first two days on third day they swept. Best Western Astrid Rome. I give them personally 1 Star. Which over shadows the hotel cleanliness and the staff. All parts have to work equally in order to have a Great Hotel and justify rate charge. But parts were definitely missing from this hotel and knowing its hotel brand and standards I was truly disappointed.
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March 2025 by Nick Hogewoning
Incompetent staff at corporate and at location in hendersen Nevada charged my card for deposit vs reimbursement. I provided screenshots and billing. No point in having gold or platinum status when they treat you like a moron.
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February 2025 by Debra Foster
I booked two rooms for 1/18/25 until 1/21/25. The staff was fine and rooms clean. But that was it, the beds were the worst I have ever slept on in my life. I am a retired Navy person and have been on aircraft carriers and their cots were more comfortable then those beds in both rooms 116 and 118 , two queen beds each. I had to go to local Walmart to buy mattress toppers just to get a half decent sleep. I did report this to front desk and he offered to move but as I mentioned both rooms had horrible beds. I am a dog owner and my dog's bed was more comfortable. I was there for a funeral and this made matters even worst. I also talked to other guest at breakfast and they all agreed. Horrible mattresses.
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January 2025 by Christopher O
Scams there customers out of reward levels they earn. Will never stay at another Best Western hotel again and have already deleted my account.
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December 2024 by Audrey Wyatt
I say this as a Diamond Select member of many years.
I have had occasion to speak with Best Western Customer Service a number of times over the years, both to compliment and to complain. For example, after a stay at the Best Western Premier Harmonie in Vienna I reached out to BW Corporate to let them know that this hotel had, by far, the best service of any hotel I've used, in any chain. I suggested that they have the staff of this hotel train their staff worldwide.
The purpose of my call today was quite different. I was unhappy with accommodations in Orlando, at the Gateway Hotel. To say the place was substandard is an understatement. There was no hot water, the wifi was spotty, the electricity was also spotty, and repeated requests for a fix were apparently ignored. So I called corporate to see if an accommodation could be made as to the charges.
Apparently customer service is not job one at Best Western Customer Service. Obfuscation and insult is their stock in trade. And I will admit I've seen this before. They frequently tell you that the hotels are franchises and, therefore, they are not responsible. This is untrue. These hotels trade on Best Western's name and reputation. It is absolutely their responsibility. On this call I was informed that there would be no accommodation because we stayed in the room. I explained to the woman that since we'd already paid we could not afford to pay elsewhere in the inflated market that is Orlando, especially when massive tradeshows are in town. I also informed her that a room was better than sleeping on the street in the same way that an unhoused person might prefer to sleep under an overpass rather than out in the elements.
Unfortunately, this "customer service professional" continued her snark. As I stated above, we've been top tier members of Best Western's rewards program for over a decade, and this is not a unique experience for us. While we've already earned a continuation of our tier for 2025 I don't think I really care. We will most likely use up our points on vacation travel but keep our paid travel with the Hilton chain. At least they have standards.
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November 2024 by 0 0
The Best Western in Clifton Park NY. Is a disgrace from the lease owner to the property to managers and staff. You should be ashamed of yourselves with this Clifton Park NY location and it's disgusting foul manager's and staff.
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November 2024 by Bad Kid Studios
The worst service ever, I didn’t get house cleaning nor did I ask to be harassed by the workers, I asked for a suite and they gave us a regular room, the workers hide their actions with a smile, and continued not to service the room while we stayed, went to ask for the manager and the staff avoided it at all cost
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November 2024 by Walt Whelchel
Oct 1, 2024 stayed at the Best Western Greenville Airport 5009 Pelham Road, Greenville, Sc. and it is a dangerous, filthy fire hazard. Electrical outlets did not work, lamp fixtures did not work and sparked, the sleeper sofa had a stained mattress with a candy wrapper in it. The bathtub was horribly stained and bathroom tile was deteriorating. Prostitutes roamed the parking lot and the hotel was crumbling. I booked for two nights but had to check out because of how unsafe and dirty the hotel is. I asked for a refund for the second night and they refused. Do not ever stay at the Best Western Greenville
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October 2024 by DIY with Ericka
If you make a reservation make sure you keep your card locked they will hit it
Then tell you they don’t see it coming and can’t find the transaction lol even though you have spent thousands of dollars staying at they establishment supposedly.
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October 2024 by L D
no longer do business with Best Western. They try to get me to stay in a hotel in Kentucky that had roaches. I called the hotel, but the number was disconnected. I sent numerous emails and the email bounce back. Because it was a nonrefundable ticket, they would not reimburse me even though I went up to headquarters. I do not stay in hotel with roaches. No longer do business with them. They lost a lifelong customer.
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September 2024 by Cory Overly
If I could give zero stars I would. I reserved a room at the Best Western Dayton resort in Myrtle Beach. My room was not ready at 4 pm. The lady behind the desk was extremely rude and unprofessional. She told me to “try again later”. I asked if I was early and she said no. She stated check in time is 4 pm and can be later however that’s not what their policy is as shown in the picture from their site. We drove 12 hrs to be told try again later. Parking is extremely limited down there and very expensive. Also you need a parking pass to park in their parking lot, so it’s frustrating when you have small kids and are forced to “try again later”. I called and complained and was told either Best western or the hotel will reach out to me within a few days. A month later I call back due to me not receiving a phone call nor an email. When I called they said the hotel closed my ticket because it didn’t take long for me to check in when in fact I went back in afterwards and talked to the other lady who also said my room wasn’t ready but she will switch rooms. Best western said they “had to back the hotel”. Apparently customer service nor hospitality is not a priority to Best Western. The room was completely outdated. The A/C was falling apart literally, the sink was rusty, the carpet was tearing apart, etc. I had no expectations when making my complaint but to hear they will back the hotel and give me $10 towards my next stay is a spit in the face I feel. My ticket number is/ was CR887192 if any upper management wants to look into it but I will take my business elsewhere.
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June 2024 by Jill B
Best Western! I’ve been a Rewards (Gold now Platinum) member for over 25 years. I stay exclusively at BW’s. I’ve sent you three messages and you don’t respond to me. I’m seriously disappointed.
I had a bad experience in a BW in San Diego, they want to “comp” me free breakfast and free parking for sewage filling up in our toilet and half filling our bathtub. RAW SEWAGE!! The stench was horrific! Really? Free breakfast and free parking? I get free breakfast and free parking at all the BW’s I stay at. This is the only hotel that’s ever charged me, do you think that’s a good “comp” for this mishap?
Why don’t you respond to your loyal customers?
I’m no longer a loyal Best Western customer. I’ll find lodging elsewhere.
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June 2024 by Tia Hernandez
Worst experience ever!!! Do not stay at this location!!!! I visited here from NC for a family reunion & my car & 3 others here were broken into!!! I filled out a form with my license plate # when I checked in & was told by lobby reception staff that they & the responding police officers were wondering whose car it was that was vandalized outside, but never thought to look at their guest checkin logs to make me aware that my car was broken into while I slept?! What the hell?! No call or knock on my room door, nothing. Woke up to a nightmare & the way everything was mishandled a total circus! The lady at the front desk says couldn't see anything on the camera, but crazy my car was parked right where cameras are!!! They also stated 3 other cars were broken into as well & they have a reputation for vehicle break ins but haven't invested into security or better cameras!!! Never again!!!
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June 2024 by Anapaula Sarmento
I’ve been through a nightmare at the Sure Stay Pensacola FL. Even the police was involved. Don’t recommend at all and will never be back to any Best Western hotel. The disrespectful treatment of the manager and staff is unbelievable. I have proofs of the unacceptable situation that I experienced and will take ALL the appropriate measures.
