Anonymous
map-marker Miami, Florida

Trying to get a refund

Room was filthy, not as advertised. Refused to give refund for 2 nights. Called pissed customer and miraculously got a phone call telling me they were refunding me one night.
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User's recommendation: Pissed off customer works. DON’T stay at SureStay in SanAntonio.

John D Jeg

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Verified Reviewer

Holding deposit for incidentals not credited

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We stayed with the Best Western Alamo, SanAntonio from the 17th of July to the 20th. Booking ref 259549****. Our holding deposit hasnt been credited We would please like a detailed statement too I have tried to find an email address, but it was an impossible task
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Preferred solution: Refund of holding deposit

Katrina Q Zrv
map-marker Mooresville, Indiana

No working bathroom accommodations while staying with them

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Hotel is very old and most likely has a lot of plumbing issues that would cost too much to really fix correctly. Knowing this is a real thing since I worked in a hotel like that during my college years.

(My hotel eventually got torn down which is what may need to happen here.)

Very small rooms and lacked any kind of customer service. Hotel was full and looked like only one person at the desk each shift. (Im sure they have worker shortage like everyone.) Checked in late (called to let them know wed be a late checkin) around midnight. Gentlemen at counter was nice.

We crashed due to being extremely tired.

Next morning I used the restroom (#1 only) and the toilet wouldnt stop running after flushing it. I jiggled the handle and did normal things to try to make it stop. Shortly afterwards the water begins pouring out of the toilet. It was full and wouldnt stop running.

I woke my husband to help turn off the water source. Bathroom floor was soaked and running toward the hall carpet area. I called the front desk around 8:30am to let them know what was going on and asked for help. We threw all the towels in the bathroom on the floor to dry to stop it from going to the carpet area, but it was too late.

The carpet was soaked. My husband walked through the carpeted area with socks after getting the water source turned off and they were soaked.

Front desk (Denise) told me there was nothing they could do for us. Housekeeping didnt come in until 10am and maintenance 2pm. We had the room booked for 2 nights.

Decided one night was enough. We woke the kids up (made them put shoes on right away) and had them get ready in the lobby bathroom by the pool area. Spoke to the lady at the desk and told her we are cancelling the 2nd night. I asked for the owner and GMs name and contact, Cherie Stern.

The clerk had me write down a statement of what happened and shed give to GM. I picked up the GMs card and asked the clerk to have her call me when she got in. She wouldnt be in until 3:30pm. About 5pm I give her a call and explained our situation.

Cherie said the maintenance person said nothing was wrong with the toilet and she had other customers to take care of. She said shed only take $40.00 off the first night and that was all she could do. I asked that they at least give us half off b/c no one wants to deal with toilet water floors on their vacation. I asked for the owners contact but she wouldnt give me his contact info.

(Earlier the clerk told me his name is Rog.) She said you have to call Best Western and they would contact me and then you have to deal with me again.

My recommendation would be to avoid this hotel. It looks like back in the day it probably was nice but in the daylight, you see how old it really is. They renovated the lobby a bit (maybe the rooms too, couldnt tell) but the place has deeper issues that need addressed.

Overall, they charged us $170.00 for one night with no working bathroom. Very disappointed and will post to as many places as possible to warn others to save their money.

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Loss:
$169

Preferred solution: Price reduction

Cory H Awk

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Verified Reviewer
| map-marker Lake Dallas, Texas

Overcharged and lied to by Samantha

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The night time enployee at the lake dallas location told me she would check me in at 1:30 am without charging me for early checkin but I was just charged for 1 extra day which was another $100. I want a manager or someone of authority to contact me via email or call me ASAP. My cellphone number is 940-442-****. My name is Cory Hornsby, and the reservation is under my girlfriends name Andrea Quiroz. Thank you for your time.
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Preferred solution: I would like to have my room until friday like I was intending to.

User's recommendation: Ask for a receipt I was not given one...

1 comment
Guest

this is not best western this is*** no one will see that you want them to call you.

Watson Wjf
map-marker Chattanooga, Tennessee

Inflation Price gauging,rude employees,scrap amenities, cheap toilet paper and breakfast ends to early!

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At check in I was grilled about my married named. Told I wasn't in the system when we stayed her last year around the same time.

Just because biden is extorting USA doesn't mean best Western has to. You changed toilet paper to what the 1 star hotel uses. Your soap and shampoo stinks like play dough Sarcastic. Your floors dirty.

Chipped paint and your decor is from the 80's and then you charge Hilton prices! We should have just tried our luck in the storm but my dissabled veteran was coming back from the hospital and the lightening was so bad we had to stop. Now I wish we had went to the knight's Inn at least their night inflation pricing like you! I bet she didn't even give us credit for our hotel stay!

At least check that we got that. That's why this year we're using hotel.com instead of your business and we regret even trying this hotel again next time we will fight the flood instead!! Don't waste your time!

The rude,lazy and slow employee will just talk down to you and tell you to come get it yourself! We never found the ice and our ice cup had nasty paper towels in it!

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Cons:
  • Rude staff fake cry then call you out your name

User's recommendation: Don't waste your money on this 1 star bug fest

3 comments
Guest

There would have been no making you happy. You were looking for stuff to complain about for a free room.

Lyda Nfl

You need to learn to be more patient. If you think they are slow, it could be due to a physical disability. Hopefully one day you are seriously injured and it makes you move slow and you have some jerk like yourself judge you for it.

Guest

"but my dissabled veteran " Not hard to spot a hard-to-please (stuck in the past) goon like you. Goons pad their complaints with irrelevant factoids such as disability or vet status.

Neither of which have a bearing on this lame complaint. Stay home the next time.

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Anonymous
map-marker Milwaukee, Wisconsin

Unhappy with the service

Briefly in a nut shell here it is; Quoted a room rate at a best western in Canada for $700. Refused the room because of the price. Later receptionist reduced the rate to $500. Ridiculous I know. Took the room because there were no other rooms or hotels in the area available. Upon entering the room there was no heat, nor cold water. Only scalding hot water. Showering was out of the question.
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User's recommendation: Wouldn’t advise this best western to anyone.

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Canandaigua, New York

Horrible room stay

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I have been tryin to get in contact with someone since the day we stayed at one of your hotels. I reserved king spa room non smoking it came to 255 dollars online the pictures looked beautiful, but not at all what we got for that price u can stay in a room that is much bigger that isnt smoked in thqt is clean and dont hace white *** stains all over.

We made sure to take pictures with time stamped so you can see.

The room wasnt even cleaned the rug was all pulled up stains on the floor all over the spa tub had stuff qll over the tile. When i asked the front desk for a different room was told they couldnt im beyond disappointed and actually pissed i paid good money for a nice spa room and got a run down room that wasnt even cleaned.

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Loss:
$255

Preferred solution: Full refund

User's recommendation: I would never stay at this hotel ever again.

1 comment
Guest

Let Them Eat ***

Anonymous

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Verified Buyer
| map-marker South Carolina, United States

Horrible experience

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The entire hallway smelled like smoke and drugs and its a smoke free facility. My room was awful.

Refrigerator leaked water on floor, food left in refrigerator, leak under sink where they just put a towel to catch it, throw up in the trash can, hair all over the bathroom, no comforter, just a sheet. The washer downstairs was sitting with month old stagnant water, dryer wasnt working and manager said you can try it but I cant give your money back. He then let me use the dryers for the linens and said I had to pay him even though I only had to use it due to their broken facilities.

I checked in at 10pm and started packing at 3am just to get out of there. Ive reached out to corporate and I expect a refund for last night and the night booked for tonight that I will not be going too.

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User's recommendation: Don’t go

1 comment
Guest

Good God!

Nancy T Sxw
map-marker Oklahoma City, Oklahoma

I have been staying at best western for a month.i wanted to book for another week until we get moved into our house I have spent well over a 1000 bucks .I know for a fact they could rent me this room

I know for a fact they could rent this room for another week,instead I will have to drive 30 miles back and forward to motel out of this town.While we get moved into our house.I take care of cleaning my own room when I cant get clean towels I wash them myself.I am by myself except when my husband in from work.i dont understand why my money isnt good enough for these ppl.Front desk has been friendly except for one lady she older had Covid she has been nothing but rude to me and Im 65 yrs old I think I have earned a little respect I am paying customer if it wasnt for ppl like me staying they wouldnt have jobs or a place to work.i think they should of booked me another week their loss another person gain

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Preferred solution: I need this room another week

User's recommendation: Do not ask anything of these ppl

Carri A Mvk

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Verified Buyer
|

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Verified Reviewer
| map-marker Naperville, Illinois

Complaint

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Best Western - Complaint

I booked my stay at Best Western Naperville IN (1617 Naperville Wheaton Rd) in preparation for the Naperville Women's Half Marathon. Somehow my booking for Saturday, April 23rd landed under having a "smoking room." I do not, nor have I ever smoked.

I think it's disgusting that smoking rooms are even offered. To "upgrade" from this, I had to pay an extra $42.37.

I don't feel that this is right. Why should I be punished for keeping me lungs clean and refraining from this filthy habit. Furthermore, why is BW even allowing smoking in their hotels?

I promise that I will never, ever use your hotel chain again.

This was such a turn off that I didn't even come back to my hotel after the race. I checked out before 6am. Between the peeling paint in the rooms and the smoking issue, I didn't sleep well nor did I get a decent night's sleep. Had the smoke alarm gone off or had there been a fire, God forbid.

I'm VERY glad I wound up not bringing my daughter on this trip.

I would like to be reimbursed for my $42.37 in return.

Please contact me should you need additional record of same. Thank you.

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Loss:
$42
Cons:
  • Refused refund

Preferred solution: Full refund

User's recommendation: Book elsewhere! RUN.

Cornelius R Ccl

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Verified Reviewer
| map-marker Atlanta, Georgia

Long Hair all over the room

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Best Western - Long Hair all over the room
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I'm bald and there is long hair on the bed pillows and dressers. Absolutely Horrible. The hotel is booked solid because of a event in town so I can't move or relocate.
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Loss:
$156

Preferred solution: Full refund

User's recommendation: Please Please change all sheets.

Michael R Wpl

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Verified Reviewer
| map-marker Seattle, Washington

Wanted to set the record straight about Best Western in Destin Florida what a Masterpiece!

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I wanted to point out the magnitude of what a beautiful place and the management being a first class act along with their staff being superb to say the least.my sincerest appreciation and gratitude for your service.
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Pros:
  • Very best

User's recommendation: Do not pass up your opportunity to stay here

Nohelia Sqe
map-marker Burleson, Texas

Very unhappy with my stay

Were supposed to be a handicap no safety bars in the bathroom around the shower or the bathtub and there was cockroaches in the room and thirdly the motor in the air conditioner was going out and it sounded like a lawnmower in our room and the front desk clerk was rude I asked for some compensation on the room didnt expect it to get it free and he said no !!
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Preferred solution: Full refund

1 comment
Guest

Texas Sized Cockroaches

John M Ttf
map-marker Heber City, Utah

Your overnight worker is on drugs . Made our kids uncomfortable

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Hello this is my second e mail reaching out to someone for my complaint. I stayed at your hotel in Heber city utah sometime last month ( April) . I just stayed again 2 days ago as well. The overnight worker you have hired is clearly on drugs. You guys have gotta either have blind employees or just do not care . Someone needs to have something done about this please . My son and daughter are scared to go near the front desk after what they saw him doing on our first visit last month . We are pretty sure his name was Dillon or dillan . We will not be staying at this location again . Thank you
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Pros:
  • Best western is always been my first choise
Cons:
  • Unwillingness to help
  • Very rude and unprofessional manager
  • Desk clerk is on drugs

Preferred solution: Let the company propose a solution

Mary A Vav
map-marker Salt Lake City, Utah

Refund request due to so many loud partying people stomping slamming doors all night. Someone tried coming in our room from housing keeping. And our fridge was broke. We had to spend a ton of money

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We already spoke w the best western we stayed at for our full refund. Plus they over charged us. And never gave us our rewards points nor our hotel.com Stamps for our stay. I'm requesting a full refund
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Loss:
$180

Preferred solution: Full refund

User's recommendation: Never book on hotel.com. never stay at best western