Best Western
Reviews and Complaints
Trying to get a refund
User's recommendation: Pissed off customer works. DON’T stay at SureStay in SanAntonio.
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Verified ReviewerHolding deposit for incidentals not credited
Preferred solution: Refund of holding deposit
No working bathroom accommodations while staying with them
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.
Preferred solution: Price reduction
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Verified Reviewer | Lake Dallas, TexasOvercharged and lied to by Samantha
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...
Inflation Price gauging,rude employees,scrap amenities, cheap toilet paper and breakfast ends to early!
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 . 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!
- Rude staff fake cry then call you out your name
User's recommendation: Don't waste your money on this 1 star bug fest
Unhappy with the service
User's recommendation: Wouldn’t advise this best western to anyone.
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Verified Buyer | Canandaigua, New YorkHorrible room stay
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.
Preferred solution: Full refund
User's recommendation: I would never stay at this hotel ever again.
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 | South Carolina, United StatesHorrible experience
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.
User's recommendation: Don’t go
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
Preferred solution: I need this room another week
User's recommendation: Do not ask anything of these ppl
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Naperville, IllinoisComplaint
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.
- Refused refund
Preferred solution: Full refund
User's recommendation: Book elsewhere! RUN.
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Verified Reviewer | Atlanta, GeorgiaLong Hair all over the room
Preferred solution: Full refund
User's recommendation: Please Please change all sheets.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Seattle, WashingtonWanted to set the record straight about Best Western in Destin Florida what a Masterpiece!
- Very best
User's recommendation: Do not pass up your opportunity to stay here
Very unhappy with my stay
Preferred solution: Full refund
Your overnight worker is on drugs . Made our kids uncomfortable
- Best western is always been my first choise
- Unwillingness to help
- Very rude and unprofessional manager
- Desk clerk is on drugs
Preferred solution: Let the company propose a solution
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
Preferred solution: Full refund
User's recommendation: Never book on hotel.com. never stay at best western
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this is not best western this is*** no one will see that you want them to call you.