Review Time
We stayed at the fortuna best western on 3/5/26 the front lady at check in was unbelievably rude....made us wait for a room that was already ready she played games and was the most unfriendly person at the desk we've ever dealt with! The guy was nice as hell the Spanish gal not nice or pleasant...twice we've had her...not going bk again... no need for this treatment...
We stayed at the fortuna best western on 3/5/26 the front lady at check in was unbelievably rude....made us wait for a room that was already ready she played games and was the most unfriendly person at the desk we've ever dealt with! The guy was nice as hell the Spanish gal not nice or pleasant...twice we've had her...not going bk again... no need for this treatment...
I booked a reservation for Best Western on the Best Western Website, which is not the best. I mistakenly booked it for the wrong day - the website kept bringing me back to the date I was booking, not the date I was reserving for. I called the number immediately after clicking the 'reserve' button to ask for help fixing my mistake. (8:45 pm I booked a room for that night when it was meant to be the next day). I was told on the phone that this couldn't be fixed by them and I had to contact customer relations the next day b/c they were closed for the day. I left a message for customer relations that night just in case they didn't want to help me the next day since time had passed. At 7am the next day I was on the phone and was told that customer relations could not fix this issue and I would need to contact the hotel directly. It took me calling over and over again for the hotel manager to finally call me back, telling me she couldn't fix it either but go ahead and book a room for the night and we could see if maybe a refund could come through but that I need to contact the booking agent - which was BEST WESTERN in the first place! I told her I couldn't afford to put another $300 on my credit card. She offered no help. So I am completely frustrated with Best Western and will never stay there again.
My wife and I have been staying at Best Western hotels (around the world) for over 25 years, often many times a year.Today we find out that our Platinum status has been reset to General member status. Just like that. What happened? We haven't booked or redeamed in 12 months (because they don't have hotels everywhere in the world that we've just traveled to).Sound fair?We call Membership Rewards hotline and get a song and dance hardline riot act read to us since we have not booked or redeamed in 12 months (we are at a Best Western hotel as I write this, and have been staying at them in California for the past week!).Unless you are a business account, don't give these people the time of day. Membership does not have its priveledges.
I am writing to formally escalate a service complaint regarding my stay at Best Western Plus Roland Inn & Suites on January 5, 2026, as the response from on-site management was dismissive and unprofessional.This morning I had a very disappointing experience at the Best Western Plus Roland Inn & Suites.During breakfast hours, the main coffee machine in the common breakfast area was not working. Instead, the hotel placed a small single-capsule coffee machine for all guests. Each cup took approximately five minutes to prepare, as the machine is clearly not designed for heavy use. There were about 5–7 guests patiently waiting in line, taking turns respectfully.Because of the long wait for coffee, when I finally went to serve myself yogurt from the dispenser, it was already empty. I went to the kitchen and asked if there was more available. I was told by the breakfast assistant that at exactly 9:00 a.m. the machines automatically shut down because breakfast hours are over (that is not true, I saw her turn the machine off manually).I explained to the staff member (breakfast assistance) that I had lost over 15 minutes waiting for coffee due to the hotel’s equipment failure and asked for some understanding. She directed me to the front desk. At the front desk, a staff member who appeared to be named JR told me that since it was past 9:00 a.m. (by one minute), there was nothing he could do and sent me back to the kitchen. When I explained that the kitchen had sent me to him, he simply repeated that he could do nothing and ended the conversation with “have a good day,” without any attempt to listen or show empathy.Later, at 10:41 a.m., during checkout with the same front desk employee, I noticed another staff member eating Fruit Loops from a disposable plate—clearly hotel breakfast food—while making a phone call to order food for herself and her colleagues. I later learned this person was Ana Alemán, the hotel manager.I asked JR if staff members were allowed to eat breakfast after 9:00 a.m., and he told me to speak directly with her. I explained to the manager in a firm and assertive voice what had happened that morning: the broken coffee machine, the delay it caused, and that I missed yogurt by only a minute. Her response was simply that “after 9:00 a.m. there is no breakfast,” with no willingness to apply any reasonable judgment in favor of the guest.The worst part was when I mentioned that experiences like this would lead to a poor review, her response was that she did not care. She stated that guests believe that because of ratings, employees “have to clean our boots,” and told me to do whatever I wanted, repeatedly ending the conversation with a sarcastic “have a great day.”I am submitting this complaint in the hope that it reaches both the hotel owner and Best Western Customer Care, as this property clearly requires stronger leadership oversight, staff training, and service audits.Throughout my stay, I noticed the same attitude from multiple staff members—the breakfast attendant, JR, and the manager—an attitude that is not guest-focused. I tolerated the broken coffee machine. I tolerated finding hair in the shower upon arrival. I tolerated moisture stains in the bathroom and uncomfortable mattresses. What I do not tolerate is arrogant staff with no empathy, no customer-service mindset, and no willingness to use common sense, all to save a single cup of yogurt and, in doing so, completely ruin the experience of staying at a Best Western Plus. Leadership matters.Consider this experience to learn from a mistake, I am not looking for any kind of refund.JI
Appalling customer service. Paid for a double room and was given a single room and told that this was a double. No one to resolve the matter at the hotel. After an hour of trying to get the matter resolved and being told they had no other room available to offer us we left and found another hotel. 20mins after leaving the hotel rung saying they had found us a room. We are still trying to get customer service to respond to the complaint and refund us, surprise surprise they dont respond. We have photo evidence so will continue to seek a refund. We would never book with BW again
We had a 'Pay at Property' 3-night stay booked at the Best Western Atlantic Miami booked through a trusted 3rd party platform. Upon arriving late in the day, we were told the reservation had been cancelled. They did not try to contact us or the booking platform. The staff were uncaring and unhelpful. We were forced to find another room at a much higher cost. Very stressful.I believe that this property cancelled our reservation as it was made in advance and there was a convention going on where they could charge much higher rates due to the demand. Very unscrupulous. I will not book a Best Western property again.
Honest review. We first arrived to our room that we booked on a 3rd party app. 1st observation was towel was stained with yellow looking substance. 2nd observation was the temperature in the room would not heat, cranked the thermostat to 84 and left to shop for 3 hours. Once arriving the room was still 55 degrees. Room 234. I brought this to the front desk attention and he gave us a replacement room (233). He wanted us to pack everything up and bring back to the desk to get new room keys. Very inconvenient, I suggested he book us out of 234, give us room keys for 233 and come with us to retrieve our items to shift to the room right next to it. That worked. Once in room 233 the 3rd observation was the sink would not drain, the plug was activated and luckily I was able to reach under the sink to open the plug for sink to drain. 4th observation the carpet, discusting, stains everywhere. Hotel can rent a rug shampooer from the mall next door to it to clean these stains properly. 5th observation there was extremely poor water pressure which made showering take 3 times as long. 6th observation was the beds were hard, felt like I was sleeping on a sheet of plywood. 7th observation was towels in pool area were not stocked for beginning of day we had to go to the front desk to get towels. 8th observation during breakfast all garbage were overflowing and I had to mention to staff that we couldn't discard our trash as there was no more room in all 3 garbage. 9th observation if you would like a quiet stay it likely will not happen as rooms were by the pool and by 8am we woke to kids screaming and playing in the pool.With all this said I potentially would stay again if the price was right. I personaly would not pay more than $60 usd per night as that's what I would value the stay at. There is plenty of room for improvement, some preventative maintenance, deep cleaning, keeping up on regular cleanliness, and making sure the customers don't need to ask for towels or to throw items in the garbage.
Booked a night in one of the spa rooms £300 a night. Unfortunately my son lost his unborn baby with only 3 weeks to go before we were due to meet him. Complications with the cord had cut off his oxygen supply. We are all devastated and trying to unite as a family to deal with this. In the circumstances a luxury night at a hotel is the last thing on our minds so I had no alternative but to cancel. The email I received back was callous and unsympathetic not even a sorry to hear such sad news, I was told that I could not have a refund due to the Terms and Conditions!!!! Its not like my unborn grandson planned to die 2 weeks before he was due to be born!!!! Good grief cant you see past "Terms and Conditions" under certain circumstances. Absolutely disgusting
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