Best Western Corporate Office & Headquarters

BEST WESTERN PLUS.....NEWARK/CHRISTIANA INN 875 PULASKI HWY 04/04/12 NO HOT WATER, DRAIN IN SINK INOPERATIVE, NO REGULAR FOX STATION (5), CONTINUOUS LOUD NOISES FROM TOILET EVERY 15 MINUTES,AND GIVEN NO RECOURSE BY DESK CLERK. 6 PHONE CALLS LATER AFTER RECEIVING RUDE AND ARROGANT COMMENTS FROM DAY MANAGER TOLD THAT WE WOULD RECEIVE $20 RETURN OF PET FEE!!! TRULY QUESTION CUSTOMER RELATIONS PROCEDURES.

My stay at Best Western in Jerome Idaho was worse than poor not only did a towel rack hit me in the head ,I had to stay an extra day because I got sick. I live 14 hours away on my time of leaving Nicole the manager talk to me 3 times she never said she had to do a walk through.So 2 hours out she called me told me she was charging my card another 100 dollars for my pets potting .1 the animals are 13yrs and 5yrs. the have never had accidents since I have had them my grand son spilt mountain dew on the rug and some of his vanilla milk shake BUT THE DOGS DIDN'T PEE 2 I got hit on the head by the towel rack and she called me a lier my 5yr old grandchild saw this along with my 28yr old daughter after this happened I had a headache and vominting ladies when you feel like this you know you don't want anyone around. I was over charged disrespected and I had to stay an extra day because like I said I had a long drive home. I would never refer Best Western in jerome Idaho to anyone Nicole is the worse person you could have in charge she has NO customer skills at all and no one calls me a lier or my 5 year old grandson.

I stayed here with my pregnant wife on our way to Napa Valley. We arrived at midnight and the rate was 149.00, with a pet non refundable deposit which of course I did not mind paying. At 800 AM we were rudly awoken by children in the swimming pool which of course did not open untill 1000 AM this I could have dealt with untill I checked the balance on my credit card and saw that I had 400 dollars on top of my 149 pending for the hotel. When I called to enquire about this, Sandy at the front desk informed me that it was a 200 dollar charge for smoking in the room. Again I styed here with my PREGNANT wife!!!!!!! We DID NOT smoke in the room!! This is by far the WORST hotel to stay at and i never would reccomend this to anyone

WE SPENT 2 NIGHTS AT BEST WESTERN GRAND VILLA IN WEST PLAINS MO. WE HAVE NO COMPLAINTS AT ALL. IT WAS A LOVELY PLACE. BREAKFAST FOOD WAS GREAT. OUR ROOM WAS LARGE AND THE LINENS WERE CLEAN. THE BED WAS VERY COMFORTALBE. WE HAD AN IRON AND IRONING BOARD, REGRIGERATOR, MICROWAVE, COFFEE POT, TV. THE FURNITURE WAS VERY NICE. BEST OF ALL --- THE PRICE WAS $71.99 PER NIGHT. WE ALWAYS STAYED BEFORE AT A MOTEL IN MAMMOTH AR. THAT HAS GOTTEN HORRIBLE OVER THE PAST 2 YEARS. EVEN THOUGH NOW WE WOULD HAVE TO DRIVE 20 MORE MINUTES TO GO SEE OUR FAMILY BY STAYING AT BEST WEST IN WEST PLAINS, THAT IS WHAT WE WILL DO. OH, DID I FORGET TO TELL YOU THEY ALSO HAVE AN EXCERSIZE ROOM AND POOL? WHAT MORE COULD YOU WANT. THANKS BEST WESTERN

VERY POOR SERVICE at Louisville, KY Airport, Best Western This location is labeled as a 3 star... If you peruse the photos located on the website, it looks like a great place On Monday, 26 March 12, my two boys and I arrived at the above address, after close to 8 hours in the car. Driving up, this facility looked no different than an Econo Lodge. A little frightened, we drove to the front door. This scene was much more appealing. The pictures located in the link above of the Lobby and sitting area do share a resemblance. Of course the pictures do make the area appear much larger by comparison. Checked in by a “manager” named Steffan Michael. Who was standing behind the desk, appearing to be smoking a cigarette. Upon close observation, this was one of those electronic cigarettes, however still equally unprofessional. During my entire check in process, he did not let go of this “cigarette” at all. My youngest son is on medication that is administer by injection that requires refrigeration. He has a defect in his pituitary gland, located in his brain that does not allow his body and organs to properly grow. He is required to be on this medication, likely for the rest of his life. This medication typically runs approximately $3000 to $5000 a month. In all of our traveling since he began this medication August 2010, we have always had a refrigerator provided to the room upon presenting his prescription at no additional charge When we first traveled shortly after beginning this medicinal regiment, we were informed by several different hotels that it would be illegal for them to charge me for use of a refrigerator when it is medically required. I was given similar information by our doctor as well as several of our support groups. Steffan Michael stated that he have never heard of this and told me that “consuming the use of a refrigerator will have a charge. That it did not matter if I were consuming it for the necessity of food and beverages or medical necessity”. I asked to speak to a supervisors. He informed me that he was “it”, that there is no one I may talk to. I told him that unless he was the owner, that I would like to talk to his supervisor. He replied that he refuses to bother them on their off time regarding this matter and that if I want to, I can utilize the “Staff” refrigerator in the office or I will have to pay for the use of one “if available” in my room. I asked for a phone number so I can contact them. He finally stated he would call and entered the office behind the front desk. I stated I would like to speak with them. He returned later, and stated that he phoned his supervisor and the result was the same. I have no proof of whether or not this is true, I did not see him on the phone. My opinion is that he did not call anyone. I paid for the refrigerator, because as I said, this medication costs typically $3000-$5000 a month and I did not want to risk leaving it in the “staff” refrigerator and it did in fact require refrigeration. Steffan had already taken my credit card for incidentals. He began demanding my card once again, claiming that he needed to re-enter my information for this rental. I did not understand why, when he already swiped my card. This concerns me. He stated if I do not provide him with that card again, he will have to write my information out on paper to re-enter on a different screen. Once again, this does not make sense. My credit card information was placed in the system for incidentals, is the use of a refrigerator an incidental? I am pretty sure it is, so why did he really need my card a second time? This check in process had taken close to 30 minutes. I was ready to leave and take my business elsewhere. Steffan laughed at me and told me, that is fine with him. Stating that regardless if I stay or left, that he would still “win” because they have my money either way. I paid for 4 nights. As I mentioned above, I have been using Hotwire.com since 2008, this is the FIRST time I have ever had an issue with any of the hotels I have stayed at, or the complete and utter disrespect by a hotel staff member. As we were leaving the front desk, Steffan continued on and on about how he won, laughing at us as we made our way to the elevator. We could still hear him laughing as we entered the elevator. So, we entered our room. This is where in the pictures, in which the comparisons did not exactly agree. Wall paper was bulging and seams were separating. Ripping near the AC unit. The television had holes in it where buttons should be and only 2 of the 6 dresser drawers were able to open. I have stayed in 1-2 star hotels that were better maintained. The room was labeled a non-smoking room. Aside from the fact that there was a sign stating this, as well as no ashtrays in the rooms. The room still had a stale smoke smell lingering. I mentioned this to the women working the desk on the morning of 27 March 12. They told me that they will have someone look at the dresser and the TV. As far as I can tell, no one did. On 27 March 12, we decided to partake in the free continental breakfast. The food was old and stale. What was unprofessional was sitting next to the coffee bar was a “Tip” jar. For what, I did not understand. The woman that was replenishing the food was doing just that. She was NOT serving us, she was NOT clearing our tables. She just made certain that the small area was clean. She was just doing her job. There is no way she could have been quantified as a “Server” and thus paid “server” rates that required a tip to make up the difference. In all the hotels we have stated in over the years, this is the first time I have ever seen a Tip jar in the breakfast area. We stayed that night, and checked out immediately the next morning, cutting our trip down by two full days. This was the worst hotel I have stayed at. As we checked out, I requested a receipt. Considering that this hotel did in fact charge me for use of a refrigerator I should have a receipt of this. They told me that they do not give receipts to people who make arrangements through third party sites. I mentioned that THEY did charge me for the fridge for my sons medicine and therefore should have a receipt of this charge. The woman working on the Morning of 28 March 12 told me that there was nothing on my room for any charges. Telling me that they DO NOT charge for refrigerators when needed for medicinal reasons. That concern me even more. Why did Steffan need my credit card, not only once, but twice, making a fuss out of this refrigerator rental charges? I am looking at my Credit Card Receipt and there is in fact a charge for $10 for renting this refrigerator. 03/26/2012 Best Western Airport East $10.00 So, which one is it? Is there a charge, or is there not a charge? As of today, 31 March 12, that charge is still there. I found this hotel experience to be one of the worst, and this facility would do well if they relieved Steffan Michael of his position.

On March 28th we stayed at the Best Western Plus Harrisburg Airport Inn & Suites hotel. About 9 am on the 29th, I called for check out time. I was informed 11am. At this time I requested a late check out, and was ask if I was a member of their rewards program. I stated that I might be. I then stated that I was just asking for one additional hour, or to check out at 12 noon. I was informed over the phone that if I wasn't that I would be enrolled and that It was ok to ck out one hour later. During this time and the time before we checked out, and even though I had a no disturb sign displayed on my door. My door was knocked on 3 different times regarding checkout by staff. The first time I informed them, a female voice stated, "well they didn't call me", the other two times they didn't say anything. We left the room at 11:55 and out of hotel by noon. In checking my account, I noticed a charge of $100, I called and was informed that it was for damages. According to them, there was a towel stuck in the toliet and the toliet overflowed. I then went to hotel and talked with Manager. I informed her that we didn't do it and she preceed to tell me that we checked out at 1:45p. I told her that she was wrong and that obivously it had to be a staff, and that we checked out at noon. We didnt have to ck out, it was paid on Priceline. She states to me that she didn't "appreciate me accusing her staff", and I told her that I was 17 years law enforcement retired and didn't appreciat her accusing me and charging me $100. She never even ask me to see the damages. After going back and forth and after my request to call police so I could file a report, she decided to refund my money. I am sure that they have done this to others and gotten away with it, and this is where I have a problem. I am not going to mention that I am a black male and my partner was a white female and the staff was at my door or doing the rooms was a black female. There is something wrong here if they are allowed to do this to consumers and get away with it.

The customer service is HORRIBLE..the toilet flooded our room with 2 inches of water, we were denied a new room,made us sleep with an industrial sized fan on and we couldn't walk on the floor without soaking our shoes AND we still got charged!! NEVER will I stay in the BEST WESTERN in Carlsbad, New Mexico!!!or ANYWHERE else!!

I am staying at the Best Western in Sebastian, Florida, and will be staying for several months as part of my job. I strongly recommend anyone traveling to this area to avoid this hotel. The cable TV is been out of service for 3 weeks, and hotel management is disinterested in getting it fixed and for hotel guest complaints about it. The air conditioning in my room did not work and they would not fix it, had to move to another room. The soda machine ran out of product this past Saturday, and it still has not been restocked. Several ice machines are out of service, and they have not been fixed or replaced. I'm stuck here because my company is paying. STAY AWAY FROM THIS PLACE!

We recently stayed at a Best Western in California. Everything was great. But when we tried to call from one room to another and if the ringing phone did not answer by the 4th ring it would go into a recording of what I call a Bevis and Buthead laughter. Then it said "Butt wipe". Just a laugh and the two words. I called the main desk and told them about it and they acted like they knew about it (some "yes" or "I know") but the comment they said was that they did not know about it and I was told when we want to call room to room we had to call the office first. Huh ? A little double talking there ?? We called room to room some more and calls went through as long as we answered by the 4th ring. What's with the joke? I don't understand why the Bevis and Buthead laugh and name calling. Let alone the office sounding like they knew about it and then said they did not know and not willing to investigate. With the "prank calls" going on in hotels you would think they would be a little concerned.

Recently stayed at BW Annapolis and the accomodations were what I expected at this chain. Room was reasonably clean but outdated. The outside was shabby, but the room had fridge and microwave and was conveniently located to where I had to go for work meetings. Free breakfast bar was well-stocked and area was kept clean. However, the front desk service was poor. Clerks could not complete simple tasks in timely manner and I was asked to leave credit card for incidentals three different times because it was supposedly not on file. After making an online reservation, my card number was stolen and used at a business located 20 minutes away. When I raised concern to hotel manager, she called me "ridiculous."

This place was horrible. First I get there around lunch time from train so I am in my pjs. Guess what I can’t check in so I can’t change or freshen up to do anything. I wasted 3 hours sitting around waiting to check in. I come in late Sunday night after walking around two parks of Disney World for 14 hours and can’t get into my room. I have to come down and stand in line to tell the desk clerk and he says o’well your were suppose to check out this morning so they just locked me out of my room and never tried to contact me. I had to go up to my room and find MY paperwork stating the correct check out date and bring it back down to the desk. The guy just looked it and said ok... No sorry for the inconvenience or anything. I get back to my room to notice that nobody bothered cleaning my room or giving me fresh towels. The next day after checking out I asked for the manager. He was just as rude as the guy the night before and said well you signed a paper when you checked in and it had the date of check out on it.. Horrible customer service. I will never go back to this hotel nor will I recommend anyone.

BEST WESTERN IS A NIGHT MARE/ ONE STAR IS POOR AND THEY WILL NOT GET A STAR FROM ME BECAUSE THEIR QUALITY IS BEYOND POOR! STAYED AT THE RIVER WALK IN SAN ANTONIO TEXAS. MY COUSIN BOOKED THE ROOM TWO MONTHS IN ADVANCE AND CALLED TO CONFIRM 3 TIMES. ARRIVED AND OUR ROOM FOR TWO BEDS ENDED UP WITH ONE BED....THREE PEOPLE SO THEY PUT A ROLL AWAY IN THE ROOM TO ACCOMMODATE US. THEY ADVERTISED FREE PARKING/PARKING AVAILABLE. FEW SPOTS INFRONT OF HOTEL AND ALL WERE FULL, BUT WE WERE TOLD TO DROP OFF LUGGAGE AND TO PARK TWO BLOCKS AWAY. COMPLIMENTARY BASKET IN THE ROOM WITH ONE BOTTLE OF WATER AND ONE LITTLE BAG OF PRETZELS FOR 3 PEOPLE. AFTER WE LEFT MY COUSIN WHO HAD TO USE A CREDIT/DEBIT CARD TO RESERVE THE ROOM AND THEN PAID CASH. WHEN SHE WENT TO USE HER CARD THE NEXT DAY IT WAS DECLINED. BEST WESTERN CHARGED HER CARD 3 TIMES SO SHE HAD NO MONEY FOR THE REMAINING WEEK OF OUR VACATION......DON'T EVER EVER EVER EVER GO TO ANY BEST WESTERN.....NEVER!!!!!!

We left our Samsung Pad (like an I-Pad)in our room in the Best Western in Yucca Valley, CA. We discovered our mistake about 2 1/2 hours later and called them. We left it charging and told them exactly where it was. They said "sorry not there" so they have no qualms about stealing a $600 item and saying "loosers weapers, finders keepers." We are calling the police and reporting it stolen and contacting Best Western HQ for all the good it will do. It was my wifes Christmas Present and it was only 3 months old.

Our room rate was $71.00 per night. Our card was charged $957.84. Because our card was charged this amount it froze our card. Because it was a national holiday (Presidents Day) there was nothing I could do. I have documentation (bank statement) that the money was taken out of our account by Best Western Parkside Inn-Frankfort Ky. Even though I faxed a copy of this document they still deny they did anything wrong. The funny thing is they put the money back in the next day but still deny they did anything wrong. Because the card was frozen we could not go out to eat or purchase gas until the next day when things were worked out. Best Western had no problem charging our room to another credit card. In the end nothing got resolved, they did nothing for us, and it was our fault that $957.84 was charged to our card. I asked the General Manager if she was going to do anything because of all the inconvience and still they saw where they did anything wrong. DO YOUR HOMEWORK WHEN STAYING AT A BEST WESTERN!!! YOU GET WHAT YOU PAY FOR!!!

last year we went from Louisiana to California from santa cruz to san diego,ca along the PCH. We stayed in 11 hotels in 14 days. All but 2 were bestwestern. Never had any problems. The rooms were nice the clerks were helpful. Could not ask for nicer rooms with everything we wanted and needed. When our grandchild lost her tooth brush they brought her one to our room. We had room service several times and each were delivered on time and was fairly priced. Good food.. I'm sorry so many people has had trouble but I'm here to say check reviews before booking. We are headed to Alaska in May for four months volunteer work and on our 4500 mile trip we are staying mostly Bestwesterns. Happy Travel

A post script to my above review- Remember that the people with negative experiences are the ones most likely to write- those who had no problems you most likely won't hear from. Unfortunately, people are more likely to take time out to complain than they are to say 'job well done'. So the number of complaints as compared to compliments does not give a true picture, as those who really loved their experiences with Best Western are not as likely to speak out.

Just wanted to share my experience at the Best Western Torchlite Motor Inn in Wheatland, Wyoming. We went there for a basketball tournament on February 24th and 25th. I reserved my room over the phone on February 11th. Someone was checking about a week later to find out who had rooms and discovered that I didn't have one. She let me know and I called and spoke to a woman named Deb who reserved another for me for both nights. We also had another parent who's room hadn't been reserved and I worked with Deb who a few days later was able to reserve one for Q. I had to give his name with my credit card and texted him immediately. Told him that he needed to call and put it in his name and credit card. The next day he assured me he had done that. I called the hotel and Judy confirmed that the change has been made. The Thursday before the tournament I called the Best Western as one of our parents wanted to cancel her Friday night reservation and Deb informed me that she didn't even have one. She had made her reservation the same day I made the original one. Deb was able to find her one for Saturday. The morning of departure I stopped at the bank to get a little cash for traveling. Discovered that they had ran my debit card twice for 79.50. Judy at the Best Western told me when I called to find out why they ran it two times she said that it was for both nights. Okay, usually they only run the first night but at least my room was taken care of so one less worry. I get there to find out that they didn't even have my reservation for Saturday night. When Deb tried to run my card AGAIN it wouldn't work as they had already ran it twice and there wasn't another 160 in my account. Explained that they had already ran it so why would they try again??? She gave me my room key and said that since they were so busy she would figure it out later. Her solution, I found out was to run one night... which took what little remained in my account- money I needed to get gas to go home and to eat while we were in Wheatland- I live from payday to payday and have very little. Judy was finally able to determine that my card was also ran for Q's room. I shouldn't actually be charged for it but they did run an approval on Friday because the credit card info was not changed as I had been informed. Q told me that he had given them his info when he switched the room to him name so that never should have happened. I just got "sorry" and the offer of a continental breakfast (which is provided already) to help ease the financial burden that they caused. Almost all of our parents had trouble with the hotel. My co-coach was woke up at 6:00 in the morning by a maid walking into their room. They had just gotten back to sleep when the front desk called and asked "aren't you in (another roon)?" Weird since they had to call their room to ask that question. When I was checking out the gentelman in front of me was having a conversation with Judy about their mix up. He tried to check in the night before but they were unable to find his reservation. They had a room available and were able to accomodate him. However, they continued to hold the room that he had actually reserved with his credit card and informed him that since they could have sold it he would have to pay for both!!! Their explanation was that if he had had his confirmation number this whole mixup could have been avoided. The level of incompetence was amazing!!! I will NEVER stay at this Best Western again. I understand that they are independantly owned but there should be some accountability as they bear the Best Western name.

I had to file with the BBB in regards to Best Western Plus Hood River Inn in Oregon. As stated in a flyer received at The Seattle SkiFever & Snowboard Show, for $189.00 per night, the “Package includes Room, Tax, 2 All-day/All-night lift tickets at Mt. Hood Meadows Ski Resort and Hot Breakfast for Two in our Riverside restaurant.” It does not state 1 All-day/All-night lift ticket per person, per night. Also, I broke it down with the manager and he concurred that the room was for two people, the tax covered the room for two people and the hot breakfast was for two people but when I mentioned the “2 All-day/All-night lift tickets at Mt. Hood Meadows Ski Resort” he said I was changing the verbiage around and that an English scholar would disagree with me. I have contacted the Better Business Bureau with respect in asking assistance to a real resolution in this dispute. As far as the manager of Best Western, Ryan, and the corporate representative, Brandy are concerned, the dispute is over; They are right, I am wrong. I have been billed correctly and will receive none of the 65.9% Bait-&-Switch increase in violation of the Unlawful Trade Practices Act (UTPA), ORS 646.608 occurred. We'll wait and see.

I have had one hell of a Valentines day due to Best Western. My husband and I stayed at Best Western in Morgantown, WV on January 20th and left on Jamnuary 21st.I went make apurchase today and my card was declined. I contaced my bank to find out that $2100.00 had been taken from my account from Best Western. My husban and I contacted teh hotel and headquaters regarding the situation. They reported that we apparently were still in the room and have been there 18 day adn they have billed my acoount. They reports still in the room, We told them not in room stayed one night. We were told well someone's stuff still in there. Are you kidding me, go to the room find out who in hell's in there. We were told by front desk staff only paid minium wage, not paid enough to confront anyone. When contacting headquaters, they were absolutley no help at all with this situation. They didn't apoligize offer any guidance. We have to contact the state police and close are bank account. There was no manager to speak to at teh hotel, appparently had doctors appointment won't be in till tomorrow and will look into it. There something going on here. I will never stay in Best Western again. I'm ashamed of the response we got with this issue.

Let me start by saying i stay at the beat western on 1900 sterling rd in dana beach florida.we check in late maybe around 10:30pm when we inter the room it didnot small good dull.as i laid down the phone rang and said someone is coming up to spray the room i said for what.he said did'nt you call and said you have roaches in your room i said no and hung up. five min later another call we are coming up with the raid i said how could i have called if we just checked in now i was angry and felt as if they were playing the race game .what are you talking about the person said that this was the number given to him i said to him one more time i did not call we just checked in .If it was a game that they were playing it was not funny to me and my family .And yes i am black i wanted to check out but it was to late and said we will never used best western agin. We had a two night stay and we cancel the other night and stayed at the SPRINGHILL SUITES MARRIOTT and it was very nice!!!!!!