Best Western Corporate Office & Headquarters

Western International engages in misconduct towards another Veteran with service connected disabilities! On August 5, 2012, I was falsely accused of violating a non-smoking policy at the Best Western Plus-Inn & Suites Market Square in Zion, IL. Subsequently an unauthorized “cleaning fee” for $250 was charged to my credit card after I checked out of the Hotel. I called the hotel to find out what was going on and the staff was totally uncooperative. They disclosed no useable information and when I challenged their determination that I had smoked in the rooms the desk manager, Tyler Ramey admitted at least 5 times during the course of 2 phone calls that the cleaning staff smelled smoke only after I had checked out. No one in my party smokes and at no time did any other guests nor did staff complained/confront me during our stay pursuant to an odor of smoke or any suspected violation of their non-smoking policy. Indeed, I had no knowledge whatsoever of this alleged violation until I returned home and checked my account balance the following day. I’m a Navy veteran of the submarine service with several service connected disabilities. When I was on active duty, I lost my medical qualification to be in the submarine service for having an asthma attack while underway on patrol. When I brought these facts to the attention of the Managing Director, Delaine Rogers, she stated that they had photographic evidence that we had been smoking in the room. When I challenged the credibility of any photos or any other evidence she might have, she offered to email the photos to me for my review, and when I received them the photos were very extremely poor quality and there was no evidence of either when or where the photos were taken, so they provided no evidence whatsoever that any smoking had occurred in my rooms during my stay. I have continued to challenge this transaction with Ms. Rogers to no avail; she refuses to either acknowledge her error or the fact that she has no evidence to back up her decision. Subsequently I feel I have no choice but to conclude that the actions of Delaine Rogers and others, Best Western International, Inc., Best Western Plus-Inn & Suites market Square and its owners, Market Square Hospitality, LLC are engaging in an is an intentional, ongoing pattern and practice of using their non-smoking policy to generate “cleaning” fees that they are not entitled to and then subsequently placing unauthorized charges on unsuspecting victims credit cards like myself after they have checked out and left the hotel. I contend that their ongoing behavior constitutes a prima facia case for: • False advertising • Theft by deception • Consumer fraud • Mail fraud • Wire fraud • Credit card fraud • Identity theft Market Square Hospitality, LLC d/b/a Best Western Plus-Inn & Suites Market Square

Was charged 56.68 for a missing pillow on my charge card. There were only 3 pillows on the bed when we entered. Beware if there is not 4 pillows on the bed when you enter the room, make sure you get the 4th. Otherwise you will be charged 56.68 for the missing pillow. Called the manager at Best Western Canada, he is not willing to take the charges off. This claim is fraudulent. I don't mind paying for goods and services I received. But what would I want a hotel pillow for, I'm 49 I can afford to buy a new one. What a gimmick. And Best Western send me the pillow I am paying for. I can't help the fact that your staff can't count to 4.

I would to say that this years vacation has got to be the best ever for my family and me. Here at Oceanside in Virginia Beach. You have to know that your biggest asset in a person named Morgan Banjo and the large smile and gracious voice she greeted us with made the mood for our family priceless. This lady has a value to the corporation that is unmated compared to other hotels we have stayed. Her knowledge and willingness to help everyone coming through that front entrance was remarkable and people were willing to just stop and address her greetings which she graciously returned. I don't know who will see or read this but the administration of Best Western has something that others could only dream of. Whoever hired this young lady found the diamond worth much more than they'll ever know. From my family...thank you so much. dcj52@comcast.net

My family vacationed in Minnesota from Aug 8 to Aug 13. We stayed at the Best Western plus Dakota Ridge. While there the breakfast was ok. While looking through the room, we found an empty soda can along side of the bed. After 3 days if being there we decided to change the sheet to the sheets they supply in the drawers. There was blood on the sheets. So on Aug. 13, we fly home. Monday morning, my baby and I had bite/welts on our skin. Went to the hospital and was told we were bitten by bed bugs. I contacted the hotel numerous times in 4 days to be told that the manager was either on lunch or in a meeting. SERIOUSLY!

My family and I stayed at the Best Western plus Dakota Ridge on Aug. 8, 2012 till Aug. 13, 2012. After arriving home, I noticed my 4 years old son had bites/welts on his skin. The next day, I noticed it on my skin as well. We went to the doctor only to find out we were bitten by bed bugs. I contacted the hotel and was informed that the managers were in a meeting and for me to leave a message. I left a message informing the manager to contact me after 2pm. No one called until the next day at 12pm and left a message. I contacted the hotel after 2pm and was informed that the managers were in a meeting and someone will contact me in 15 minutes. I never received a call. I called the hotel back and was told all the managers had gone home for the day and someone will contact me. I never received a call. I contact the hotel again only to be told that all the managers were out to lunch and to call back in 30 minutes. I called back in 30 minutes and the phone goes straight to voicemail. Finally after continues calls, I spoke to the OWNER Matthew about the bed bug issue. I informed Matthew that I did not want my money back for staying in the hotel but I would like them to pay the pest control bill (if any) because the inspection to determine if I transported bed bug to my home is free. In a nutshell, Matthew gave me the history of bed bugs and pretty much said that it is not HIS Best Westerns fault that we were bitten by bed bugs, but he understands. Mr. Matthew also stated that he cannot control what other visitors bring into the hotel and stated he is not responsible for the bill. So, in other words, it was my families fault for choosing to stay in Best Western plus Dakota Ridge. PLEASE RESEARCH THESE HOTELS BEFORE MAKING RESERVATIONS! It will save you in the long run!

We stayed at the Best Western Plus Hawthorne Terrace in Chicago. When I checked in at the front desk, the woman wasn’t very cordial. She snickered and talked to a co-worker while she checked us in. At no point did she tell me where to check in (and she should have because it was in a separate building), nor did she explain how parking worked (you need parking passes at this location). Our stay was for two nights. On our second morning there, the elevator broke (it only went down, not up). We didn't know this until we went down to get breakfast and then realized we couldn't get back up without walking outside and around the building to a separate entrance. I found all of this irritating, but the most upsetting thing by far was what happened after we checked out of the hotel. We left one of my daughter’s small toddler size Croc shoe’s here. They contacted me to let me know that we had left it behind (which was nice), but since we live 3 1/2 hours away, I asked if they could mail it. The shoe was small and barely weighed anything (it's about as heavy as foam), so I assumed that it wouldn't be expensive to ship. They never told me I'd be charged for them to ship it, but I did assume that charges would be added to our hotel bill. One week later the shoe arrived in a large oversized box . Several days later as I was checking my bank account, I noticed a charge for $21 from Fed Ex. I contacted Fed Ex and learned that Best Western had given them my credit card information and purchased the most expensive shipping method to ship a shoe that hardly weighed anything that I wasn’t in a rush to receive. This is terrible! If Best Western was going to charge me, why didn't they tell me and let me choose the most inexpensive shipping method. (I would have told them to throw it out if they were going to charge me $21. The shoe isn’t worth that much. ) Why did they release my credit card information to a third party without my consent? This is terrible unacceptable. I immediately canceled my card and do not plan to stay at a Best Western again. The customer service is lacking and clearly they have issues keeping their elevators functioning (based on the complaints I read above).

We stayed at the Best Western Inn at the Fairgrounds in Syracuse, New York on August 12th, 2012. There was no safe in the room, so when we went to dinner I placed my camera case in the nightstand of our room. The camera case contained our camcorder and camera. The next day, we had to get up very early to catch a train to New York City. This was the first big trip we would be taking as a family as a way to celebrate my daughter passing her five year mark in completing her cancer treatment, and also probably our last trip as a family as both my daughters will be completing university soon and likely will be starting their own lives. In our haste to make our train I forgot our camera case in the nightstand. I realized this on the train and e-mailed immediately from the train the only contact I had which was the lady who confirmed our reservation. This was at 9:00 a.m. She responded at noon that she forwarded my e-mail to the hotel. I also tried calling the hotel from the train, but the reception was not good, and kept cutting out. As soon as we arrived at Penn Station in New York City at noon, I called the hotel directly, speaking with the manager. I explained exactly where the case was and requested they courier it to our hotel in NYC and I would pay the cost, which they agreed to do. As no-one had checked into our rooms (which was confirmed at the time), I believed there would be no problem. Three days passed and no package arrived. We were leaving NYC the next day. I called the hotel again, and spoke to the manager who “claimed” the camera case was not there, and that she had checked the room herself. She also “claimed” that she was in there before housekeeping even got in there. One of those statements is obviously false, as I knew exactly where the case was. Also, she had my phone number and my contact information at the hotel in NYC, and over that three days made no attempt whatsoever to contact me to inform me of the theft of my valuables. Someone at that hotel, who has access to the rooms took the camera case, and the hotel did nothing to try and find out who, and also did not have the courtesy to contact me immediately. Needless to say I will never recommend this hotel to anyone, and will warn all my friends and family who go to shop in Syracuse to avoid this hotel at all costs! I would greatly appreciate a response to this complaint as this is completely unacceptable. I am also about to contact the police in Syracuse to inform them of the theft.

I agree with Kathy! Don't ever leave anything valuable because house keeping does keep it! My family and I stayed in White House TN., my son left his cell phone in the room and the house keeping called my cell phone and said I was calling her phone. More on into conversation I realized she had my son's phone! I called the manager and they have never gotten back with me, called front desk and house keeping said they had my phone, that I could pay for shipping..Ha, after all we have been through and you want us to pay for shipping! Anyways still don't have the phone or have had no contact with manager because I guess they don't work! Very annoyed!!!

My son went with his friend and his parents to Galvasten, Tx. And stayed in a best western and his wallet with 100 dollars in it was stollen after room service came. My son is 13 and has worked hard to make that money for it to be stollen by a staff member. I will never stay in a best western or any affiliates and I will also put the word out about this organication. It is a disgrace and the staff should be ashamed. The hotel in question does not even offer a room safe nor does the front desk so the security of there guest's possessions are not a priority.

Was upset the handling of SSG C. Staples who stayed at a BW in TX, the front desk person (Holly) in her handling of a disable vet, who was on the 3rd floor couldn't get help with his wheel chair and bags cause the elevetor wasn't working when SSG Staples was ready to check out. Instead he was laugh at, made to feel less of a human and had to go down 3 flights of stairs on his butt after throwing his wheel chair and bags down the stairs. So this is how you treat vets who have served our country. As a former vet, and a mother with a son currently deployed I don't see how you can stand by without taking action against the whole staff on the night SSG Staples stayed at BW. The power of email and social media, has put your corporation on the watch list for vets and current soldiers not to stay at any best western. Sad very sad that you forgot how to treat people as human beings.

I have recently stayed at the Best Western Galaxy in Dover, Delaware and woke up to being attacked by roaches all over my room, and I was told there were no clean towels in the entire hotel. I can't believe this is Best Western, and will never ever, stay here again.

To Whom It May Concern: I am appalled, outraged and sickened by your treatment of Staff Sergeant Chad Staples. He sacrificed so much for this country only to come home and be mocked by your employee?????? There is NO EXCUSE for your behavior and no refund will erase this memory. I, for one, will never spend a dime at Best Western or at any of your affiliated companies.

I hope every American who respects our service men and women boycotts Best Western hotels nationwide. How dare they treat Mr. Staples a paralyzed war hero like that. I'm certainly going to tell every one I know .Judging by the long list of complaints there is on this page it's apparent they run a pretty crappy chain. I hope they take a massive hit where it hurts the most.. on their bottom line from thousands of people boycotting these dumps! GOD BLESS AMERICA and those who risk life and limb for the USA.Shove your phony damage control apology to Mr Staples up your collective corporate asses.

Laughing at disabled vets, huh?...well I stay in twenty hotels a year. None of them will ever be a best western again

I just read the VERY disturbing story of how one of your employees, Holly Oyerbides(who, in my opinion must be fired) refused to assist a GUEST in your hotel who was a HERO veteran. This is clearly a violation of the Disability Act and it is obvious that Best Western does not properly train their employees w/ proper sensitivity training,appropriate customer service training or have good judgement whom they allow to be representing their company-shame on you!

I was not a guest in your hotel. I was called to talk about a job opening as a room attendent in your Tucson Best Western on Speedway and Stone Alfred the office Mngr. told me to go and try out for the job for about a half hr. I was sent to Housekeeping wher I did laundry . Then I was taken to do rooms it was I was told they wanted to hire me and if I stayed today I would be paid I was there 4 hrs and did not get paid I told them I could not work in there due to their lack of cleaning they do not use dish soap for the dishes they say it is only coffee and just rince and dry and they do not use the proper cleaning chemicals. I was also sent in stay overs by myself then with another lady that was there for a job also not doing a background check or ref. check it seemed very wrong. I call Alfred this morning totell him about what I was taught and when I would get my pay he said I would not get paid and was not surprized about the lack of cleaning. I woild not recomend this hotel to anyone

I HAVE JUST BECOME AWARE OF A SITUATION AT ONE OF YOUR TEXAS BEST WESTERNS IN WHICH ONE OF YOUR EMPLOYEES FORCED A DISABLED, PARALYZED VETERAN TO CRAWL DOWN 3 FLIGHTS OF STAIRS. Rude clerk makes disabled vet crawl down three flights of stairs 1 day ago Staff Sgt. Chad Staples took a bullet protecting a wounded soldier during his second tour in Iraq. The Army Ranger, who was paralyzed by the shot, says he was humiliated earlier this week when a Texas Best Western employee mocked his disability. The elevator was out of service, so the wheelchair-bound Staples called the front desk to ask for help down from the third floor. Clerk Holly Oyerbides allegedly laughed at him, asking, "Are you serious?" Staples was forced to crawl down the stairs. Best Western apologized and refunded the cost of Staples' stay, but he says he wants Oyerbides fired. "No one should ever be in service who acts like that," he says. [Source] THIS IS AN UTTER DISGRACE...

I am writing not in reference to my recent stay at the Best Western PLUS in Pickerington Ohio, but for the deplorable way Staff Sergeant Chad Staples, a Paralyzed Army Ranger, was treated in your Monahans, Texas location. First of all, if the clerk at that location, named HOLLY OYERBIDES has not already been dismissed, she should be immediately. Secondly, an apology and refund is nowhere near enough for the humiliation this man had to endure. You all should get down on your knees and thank him for his service to this country. And while you're down there, beg for his forgiveness for the harsh way he was treated by HOLLY OYERBIDES, and the entire Best Western chain. You can be sure, this past week end was the last time that I will ever stay at a Best Western hotel. And from the reviews I've been reading, it seems that you are losing cutomers at an alarming rate.

Horrible service! Employee Holly Oyerbides refused to assist a paralyzed Iraq veteran from the third floor when the elevator was out of service. Despicable!!! She laughed at him when he asked for assistance. She must be fired! if youre a veteran, I would avoid ALL best western in the future! we'll do our talking with our money. SHAME ON YOU BEST WESTERN!!!!!!

I am writing to let you know that when I read about YOUR EMPLOYEE who laughed at a Paralyzed Vertern asking for help was disgusting. The fact that you have chosen to keep this empoyee tells implies your company stance on paralyzed individuals let alone disabled veterns. I will NEVER stay at Best Western again. I will also make sure that I tell everyone I know not to stay there. Your employee acted no better than Jane Fonda did. She should be ashamed of herself and so should your company. Cathy Ditson 6438 Lynnate Drive Spring, TX 77373