Best Western Corporate Office & Headquarters

Staff Sgt. Chad Staples, 28, was checking out of Best Western when he discovered the elevator was out. The former Army sniper, who was paralyzed from the waist down after being shot in Baghdad in 2007 called the front desk for help down the stairs from his third-floor room. Staples needed help with his wheelchair and bags. The hotel employee, Holly Oyerbides, replied: “’What do you want me to do about it?’ then laughed at him. Staples then hung up the phone and then threw his bags and wheelchair down the stairs and slid down on his backside. Paralyzed Combat veteran says hotel worker mocked his request for help www.foxnews.com READ THIS ARTICLE AND KNOW WHY I WILL NEVER BOOK ANOTHER ROOM WITH YOU AGAIN! I AM AN IRAQ VET AND I AM DISABLED TOO. BEST WESTERN IS A DISGRACE!

I am amazed that corporate has not looked into the thousands of problems they have since allowing so many foreigners buy there chain. Yes, I'm refering to all the Indians and towel heads that own and manage these once proud hotels. We need to also report them for using illegals as help. As a veteran I will never ever use them again, for what they did to Sgt staples in Texas. I thought I was the only one that had a problem with them.

I red about how Best Western Hotel disrespected a disable vet. They say they are sorry and they did bnot have a policy for helping people in wheel chairs. But you can bet BEST WESTERN has a policy in place for HOMOSEXUALS that are misrtreated. This vet put his life on the line for all of us to enjoy the freedom of our great country and BEST WESTERN laughed in his face when he asked them for help taking his bag. SAME ON BEST WESTERN they are the only people to dissrespect our Heros more than our currentleaders. join me in saying BestWestern makes me wannna PUKE!!!!!!!!!!!!!!

My mother, aged 92, myself, 72 and sister in law, 60, arrived at the Best Western Sawtooth in Jerome ID. for the next to last night stay of our 13 day vacation to Yellowstone and Glacier National Park. We had made reservastions through triple a a month in advance, with the strict stipulation that all rooms must have at least two beds, and either a sofa or rollaway. All rooms had to either have an elevator or be on the main floor. Several days into the trip my sister in law called all hotels ahead of time to be re-assured that the rooms were as ordered. The day of the arrival in Jerome we had taken a short side trip and eaten prior to arrival so again my sister in law called Best Western to be assured that we were coming, be there about 6:30 or seven pm. The desk person said our rooms were there and waiting. However, when we arrived I went in with credit card and id in hand and the first thing I was told it was a second floor room and hope that was okay. I said is there an elevator. No, just a flight of stairs. I asked if there was a room available on the first floor and she said no, all booked up. I asked her to call other hotels in the area and find a hotel, not worrying about the cost, just nice, clean and comfortable for my 92 year old mother. The young clerk made two calls, said no, all booked up. Sorry. That was two calls she made. Only two. I said anything else in the area. Well, there is an older motel nearby, but clean with no complaints from others about it. So, we went, which happened to be- coincidently, one door down with a mc. donalds in between. How very convenient the only rooms available in the whole area an old run down motel. I looked the room over, told they did not provide a roll away as the manager felt the two beds would easily fit four people. We are three older people, who do not share beds. My sister in law ended up sleeping on the floor with two blankets and an old air mattress we had taken on the trip. The phone was so filthy I wouldn't have touched it for any reason. The shower did not work so even tho we were all hot and tired and dusty no one took a shower. The remote for the tv did not work. The window ac ran all night, with no way to regulate it. I could go on. I am so vexed about this situation and after reading all the complaints already sent I know I am perfectly right in being upset. I complained to triple a and they are forwarding this info onto their offices, but know that nothing will be done. I feel especially bad for my mother, who was taking what will most likley her last vacation trip of her life. And after seeing the complaint of the young soldier who had to scoot himself down three flights of stairs and throw his wheel chair down because no one wanted to assist him I can only say over again. Shame on Best Western. Word of mouth might help get the offices to change their ways, but unfortunatley it will not. People will continue to trust them and be put off by their pretty lobbies and then pay the price with poor or non existent service. I have told this exact story to all my friends, also on face book, which as you know, is read far and wide, and to anyone I know who are thinking of traveling. By the way, accomidations at Oxford inn in Spokane and also in Pendleton OR were excellent. We also stayed three nights at West Yellowstone at the Grouse Mt. Lodge, which is near enough to town, but off the highway so quiet and pleasant. Highly reccomend either of those places. Best Western, never more!!!!

Too bad we couldn't give O Stars. The Monahans incident has completely appalled me. If I lived closer I'd drive over there and slap Holly and her manager clear into next week! Unacceptable!

Chad Staples I know how u feel AND UR NOT THE ONLY MILITARY PERSON THIS HAS HAPPEN TO! tHEY DID IT TO ME AND MY HUSBAND. WE ADVISE EVERYONE WE KNOW TO STAY AWAY FROM THERE CUZ THEY R NOT MILITARY FRIENDLY! THEY FLAT OUT REFUSED TO GIVE US 1 OF THEIR LAST 5 ROOMS CUZ WE ASKED FOR A MILITARY DISCOUNT! WHEN WE TOLD THEM WE WOULD PAY FULL PRICE THEY SAID SORRY THE ROOM IS GONE!!!!! SOMEONE NEEDS TO DO SOMETHING IF IT WERENT FOR U AND MEN LIKE MY HUSBAND THEY WOULDNT EVEN HAVE A COUNTRY TO PUT THEIR CRAPPY HOTEL ON! I called the lewiston sun journal and they have my info if u need back up! My husband reported it to his commander because AWFUL WESTERN wants to contract with the National Guard to have the soldiers stay there on the weekend NOT ANYMORE!!!!!!!

I was going to book a room for a week with them, but then i read this story. they laughed at a veteran in a wheel chair when he asked for help down the stairs because the elevator was out. I wouldn't stay here if they paid me!

Best Western Exectutive plus, seattle Wa. My wife and I stayed here for three nights prior to an Alaskan cruise. The hotel is dated but clean but my real story is about the staff and management. Within an hour of arriving my wife and I took a walk toward the space needle a block away. At one point my wife took a bad fall due to uneven side walk and result was front tooth knocked out and large gash to her lip. We went right back to the hotel and asked for some ice etc. The staff including Mgr. David Luong and front desk lady Elizabeth took my wife to the loung and prepared ice pack and towels to contoll the bleeding. In the meantime David called a number of dentist and arranged for a local emergency dental care downtown. The limo service to the hotel took us there at no charge. My wife got care and they bonded the tooth to fill the gap until we get home, we were then sent downstairs to a Dr to stich up her lip and prescribed antibiotics and pain pills. My was was to see doc. again on Thurs. morning to check the stiches etc. Mary Fischer the director of sales and marketing advised Pat she would drive us to Dr. and pick us up after appointment. All I can say is the staff at Best Western Exectutive Plus saved our vacation and showed such concern to Pat's well being . I would recommend this hotel to all who stay in Seattle to know although you are thousands of miles from home you have someone who will see to yur comfort. Thank you again to all at this property and you make Best Western the Best.

I am appalled to even be faced with writing such a note ... I have a brother who served in the US Army and was shot serving his country in Iraq, he leads a normal life (besides his bird leg), his friend was not so lucky and was paralyzed and will be in a wheel chair for the remainder of his life. My comments are toward the treatment of Chad Staples at the Best Western in Monahans TX. The treatment discussed below is unfathomable for anyone faced with a disability let alone someone who received that disability while serving their country. The elevator was down at the Best Western in Monahans TX, when Chad woke up, so he called the front desk. The conversation goes as such... Verbatim. Chad ... Hi the elevator isnt working Holly... It's been down for about an hour Chad... Can you send someone up to help me down the stairs (I said this as calmly as I could, I know shit happens) Holly...Are you serious? (In a mocking voice) Chad...(Explains that I am in a wheelchair) Holly... Well, what do you want me to do about it? (she said flippantly) Chad... Are you fucking serious? I'm in a fucking wheelchair. Holly... Chuckles. So Chad made a formal complaint after the manager played dumb. The file number is 120806-3855. The lady at the other end stated it's a liability thing, and assured him the complaint would be passed on. But, we all know what goes on with these types of things. So, I would like all of you to spread this message to others please. The address is PO Box 42007 Phoenix, AZ 85080. So how did he get down the stairs? 3 flights. He threw all his bags down the stairs with his wheelchair and went down on his ass.

A friend of mine and a true American hero needs some help. Chad Staples is a former paratrooper I served with in Iraq in 2007. He was shot and paralyzed while saving a mans life. He was dedicated and upbeat in everything he did and continues to be that way even after his injury. Please take a second and read his story below..... I need some help guys! I stayed at a best western in Monahans TX yesterday for a pit stop at a rate of 289 for six hours. It was a necessity at the time. For those who might get this message who don't know me, I was injured in Iraq five years ago and am in a w heelchair. The elevator was down when I woke up, so I called the front desk. The conversation goes as such... Verbatim. Chad ... Hi the elevator isnt working Holly... It's been down for about an hour Chad... Can you send someone up to help me down the stairs ( I said this as calmly as I could, I know Shit happens) Holly...Are you serious? (In a mocking voice) Chad...(Explains that I am in a wheelchair) Holly... Well, what do you want me to do about it? (she said flippantly) Chad... Are you fucking serious? I'm in a fucking wheelchair. Holly... Chuckles. So I made a formal complaint after the manager played dumb. The file number is120806-3855. The lady at the other end sated its a liability thing, and assured me the complaint would be passed on. But, we all know what goes on with these types of things. So, I would like all of you to spread this message to others please. And everyone feel free to call customer support est western and tell them that you would like to boycott the chain until a resolution to this issue is found. The address is po box 42007 phoenix, AZ 85080. So how did I get down the stairs? 3 flights. I threw all my bags down with my wheelchair and went down on my ass. Best Western. Your standards in customer service are pathetic. I hope this story goes viral, and you're left standing on your heels. How can a company not publicly apologize for treating a young veteran like garbage? He wasn't asking for a handout. He was just asking for a little help down the stairs. Not because he felt like wasting your time, but because he was shot and paralyzed fighting for our country's freedom and our way of life. Whoever reads this, please take a moment and imagine how you would feel if this happened to your brother, Father, Uncle.. or someone else you cared about deeply. What Best Western has done, goes beyond poor customer service.

To Whom It May Concern: I have never written a letter like this, but I am so disgusted with my visit to the Best Western Plus New Cumberland Pennsylvania, that I must contact you. On June 26th, I reserved three rooms with the front desk agent. Each room was non-smoking with two beds, check-in on July 13th and check-out on July 16th. These rooms were for my wedding weekend. On Friday, July 13th I called to confirm the three rooms and to let the front desk staff know that I needed a late check-in. I received the confirmation numbers and was told everything was “all set.” Two of my rooms checked in with no problems around 11pm (my fiancé and her parents). I arrived to the hotel around 12:30am. No employee was at the front desk. He was outside smoking. When he did arrive, his uniform shirt was completely unbuttoned revealing a dirty white t-shirt. When I gave him my name, he said there was a problem with my reservation. Although I had a confirmed non-smoking room for three nights with two beds, he could only offer me a king bed, smoking, for one night. I would need to check-out on Saturday, but I was more than welcome to check back in on Sunday. I was now being told I did not have a room for my wedding night. Is this standard operating procedures? Why was I not told this when I called earlier in the day? I worked at a front desk before, and if we ever encountered a situation where we needed to “bump” a guest, we made alternate arrangements at a different hotel in the area. We would also cover the costs of that alternate idea. Here I was, at 12:30am, being told there was “nothing they could do” to accommodate my reservation. I found a very accommodating location around the corner – Fairfield Inn. I wish this was when the problems ended, but it was not. Over the weekend, we encountered the following issues: • My brother-in-law took my fiancé’s kids to breakfast on Saturday. The employee monitoring the breakfast was rude and unaccommodating. He actually got into a yelling match with a guest of the hotel because the guest was asking for more syrup. My brother-in-law felt so uncomfortable having the kids listen to this employee’s language that he took them across the street to McDonald’s. • When he returned to the hotel, around 9:30am, he wanted to take the kids to the pool. Although the posted hours of the pool were 9am-10pm, the door was locked. He waiting in line at the front desk for over 20 minutes waiting to be acknowledged by the front desk agent, who was struggling with the computer. He asked when the pool would be open and the agent responded “as soon as I get to it.” By 10:00am, the pool was still not opened. • When my fiancé checked in on Friday, there was trash and food in the elevator. On Monday, when they checked out, the trash and food was still there. • My fiancé’s parents were so displeased with the hotel that they checked out a day earlier. There was one couple in-line in front of us – and it took over 30 minutes to get checked-out. Once again, the front desk agent blamed the computer. We finally paid for the room, checked out and received a receipt. • The following morning I went to check-out my fiancé’s room and was told I had 3 rooms checked in! They never checked out the room from the previous morning, and someone from the hotel made a new reservation under my name connected to my previous, bumped, reservation. I chose this location because it was ranked #1 in the area on TripAdvisor. Something needs to change at this location, or business is going to quickly disappear. My staff and I have stayed in hotels more than 53 nights so far this year. This was the first, and last, time I will stay at a Best Western. It is not difficult to provide exception customer service. I am requesting a full, or at least partial, refund of the charges occurred during this stay. I have attached the copies of both invoices. Thank you, Andrew

I have a conformation no. Of 39653 at the fossil butte BW in KEmmerer wy. Now they tell me that I dont have a room what's the deal is this policy or do you still run bws like crap if I don't get my room then I know why I took you off my no. 1 list for good motels this is pissing me off and after i lost a quarter mill in points you can probably understand why I don't like sharing my business with you the Bibb would love to here about this I am sure

Parsons, KS. Really bad. Room smelled like dirty gym socks and nasty-something unidentifiable. Staff was totally rude. I mean REALLY rude. Could not imagine staying in such a hell hole, so left. Obnoxious and nasty - what a combination!

We stayed 2 nights in Littlefield TX. I was verbally attacked by the front desk clerk, asked for the manager and he took her side. We rented a king suite in which myself and 2 of our kids slept in. We have 5 kids, but 3 of them stayed with my parents (the reason for our visit). They came swimming and we were told that they were not allowed to change clothes in the room because it was against fire code, and not allowed in the pool. We paid $105 a night and my kids were treated terribly. Not to mention the pool was filthy, jacuzzi was out of order and had mold growing in it, cigarette butts all over as well as beer cans all over the sidewalks. This is the only hotel in town so guess they feel like they can treat people any way they want to. Something needs to be done.

I usually have a good experience when I stay at BW hotels. My dilemma arises when frequently I call the hotel directly to ensure proper reservation booking which has become necessary from past experiences with mistakes that aren’t known until arrival. Specifically I would like to point out that I called "Best Western El Rancho Inn & Suites" in Millbrae, CA and was immediately transferred to central booking for reservations (often a problem). After attempts to explain my reservation needs to an otherwise friendly person failed I was put on hold for a few minutes and subsequently dropped. I called the hotel again immediately asking not to be transferred the BW employee could only tell me that she could only take reservations until 5:00 PM and continued to talk over me while repeating the reservation phone number, very rude. Understandably the human factor is the most inconsistent part of my out of town lodging and I and surely BW directors expect better than this. I would definitely book with BW more often if you can reign in this inconsistency.

I stayed at your hotel in BannerElk nc and went down to the pool to relax sure wish I had not of did that.First selling drinks to adults with kids, Kids being thrown as high as could be into the water, Kids running on the cement and falling, adults drunk trying to swim. Selling mixed drinks at a pool and not even a life guard around not to mention the public can come swim which makes for a large crowd. Someone is going to get hurt or a child is going to drown I had to go back to my room because of drunk men and kids kids getting thrown into the water bye feet and legs this pool is not safe at all and should not let the public come nobody from that hotel even comes out I;m very concerned!!!!

Wow! I wish I had checked out this site before I wasted my money. They truely need negative numbers to rate the Best Western in Waltham Ma. The hotel reeks of carpet deodorizer. A poor attempt to cover other odors. The bathroom sink drained extremely slow. Mold was on the ceiling in the bathroom. The a/c unit was LOUD!! The ceiling area above the a/c unit was filthy. The manager lied to us about crediting the stay. I had reserved three nights at this hotel. After the first night we checked out before eleven AM the following morning. I informed the manager, margot, I wanted to cancel the other two nights. She asked for an explaination, which I provided. Then she proceeded to tell me the a/c unit in my room was new and could not possibly be noisy. She continued to state this fact to me. She did offer another room, but we felt we would be more comfortable somewhere else. She told me because we booked through Orbitz she could not cancel the two nights. If they allowed she would release the charges for those nights. I immediately spoke with a representative from Orbitz who said they would gladly credit the two nights if the hotel manager agreed. The Orbitz rep said she would contact the hotel manager, Margot, then phone us back. A short time later we received the call from Orbitz stating the manager would only credit one night. I informed the Orbitz rep of the conversation I just had with margot, but she said margot would only credit one night. I did receive that credit. I feel this is poor customer relations and unfortunately all Best Westerns will loose our future business because of this. I am disputing the charge with my credit card company.

We stayed in a Best Western Plus in Lubbock, TX. Reserved a suite for 5nights and 5 days. Reserved on a card. Upon check in, we made it very clear to general manager that the card the room was reserved on was NOT the card we wanted to charge the room to. Next day I found out the card I reserved the room with was charged fr the complete stay! Instead of being charged at check out like it normally goes. Once I talked to workers and manager, they credited my card back after a few days Never got an apology even though it was the hotel's fault, and when bank charged overdraft fee, they said there was nothing they could do about that and it wasn't their fault. But would have never got that fee if they wouldn't have made this error! Most staff were not accomodating at all. On top of all that, pool was very dirty, it never got cleaned the whole time we were staying there. There was hair in pool and the hot tub jets did not work. Never had towels at the pool, always had to call and ask for some. In the suite, there was only one small trash bin. When we needed more towels or washcloths, they usually said they were out.

Please accept my kudos and great appreciation for Tom Ford at your Best Western Inn of Sedona. We annually bring 24-35 guests for a 3-4 night stay. Along with the Manager, Saara Ronan, Tom and the entire staff have gone out of their way to keep each guest comfortable. Additionally, in a heat wave especially hot for Sedona, July 10-13, the air conditioner in my room froze over. On two successive nights, Tom came to my room to scrape the ice off of the AC and get it working again, late at night. Tom was professional, helpful and clearly focused on guest satisfaction and comfort as well as working on behalf of Best Western to provide the very best service. On the third day of the stay, Tom ensured a new Air Conditioner was installed in my room. Tom is an excellent hotelier and a fine professional. Our company looks forward to continuing our stays with the Best Western Inn of Sedona into the future. Thank you very much! Carol Hunter CEO, FGISpirit

Im looking for the complaint dept , as just a review is not going to get it ..we travel a lot , and have always preferred best western hotels to stay at, and not to say there havent been small issues before but this was appalling. to start with on arrival sun. ck in was fine got to our room and the lights in bathroom were not working, and no hbo in room ok , no big deal, i went to to desk asked for lights they said someone would come take care of it asked about hbo thy said didnt have it here i showed him the room cm booklet he still stated didnt have it ok. . Next morning no one ever showed so i went back to desk again to ask, they said someone would be right there.......at 2 pm i went back to desk this time catch manage there at desk where he was on phone i stood there without any acknowledgment for about 5 mins then he ask if he could help i told him this was my third time to come ask for lights , and made note to nite person s remake about hbo , he said 20 mins and it would be taken care of . about 15 mins someone did come take care of lights and as it turn ed out hbo was out because of a breaker manger said .....ok . now durning the noon hr there was a awful smell i thought in my room but as it turned out it was something being cooked in hotel somewhere strong all over hotel , next room cm also commented on it (need to list online if hotel is India operated becuse many of us dont want to have our room and clothes smelling like like ) but the straw that broke was on tue i left to go shopping, while i was out they came in and used some kind of epoxy paint in my tube NO NOTE i could smell something but really with all the weird smells i didnt pay attention for about a hr and (I think it was making my head feel weird ) i went into bath room to take a shower it was stronger smelling in there, i stuck my foot in tube and it stuck ! wet epoxy paint in my tube at this point i was pissed.. went to office manger said he thought i wouldnt be back til it had time to dry, but he would change our room.. very inconvenient but ok i asked about upgrading it as i had had many issue already, he spoke gruffly at me and said no upgrade rooms to expensive and that room i wasnt on room billing anyway. I advised him I made the reservations and i knew i was , he mumble and walked off.. husband came in at that time ..told him what happened he went down to toak to manger who told him , that he had told me they were paint tubes , not even is it untrue but damn lye.long and short is if best western doesn't start labeling hotels as to one own by India or not ...we will not stay at them any more..