Best Western Hotels & Resorts Worldwide Headquarters — Local services in Phoenix

Best western plus sun dial in Scottsdale, az was decent in appearance the parking lot is so tiny and only one car per room is permitted. However, the staff-specifically "Dino" was unacceptable. He absolutely ruined what was supposed to be a night to remember for a bride to be. We were not drunk. We were not loud. There was a total of 13 of us and when we walked in the lobby coming from dinner, he immediately started reprimanding us for being there. I had bought 2 rooms and he said only 4 people per room- no guests can visit in your room. I tried to explain that they would not be staying, we just wanted to open gifts and have cake... while I was saying this he was talking over me and at me so I could not speak. I finally got in, "may we use this common area to open gifts and eat cake?" He said fine so I went upstairs to grab the presents and cake, on my way up one of the girls called me because he changed his mind. I came back down and he said he changed his mind and we needed to leave immediately or he would call the cops. I tried to ask why the change of mind but he again started talking over me. The bride asked, "Sir, may we speak with you without you interrupting?" and he said no. We asked to speak to a manager and he said he was the manager (his name tag said guest services). He then said we had 20 minutes to retrieve our things and leave.

Again, we had not been drinking, we were respectful, and this was recorded on their surveillance video and I extremely hope it is reviewed! We were not a group of young 20 somethings. Half of us are moms, with a median age of 30. I had been planning this night for the past 6 months. I was in tears. The bride was in tears. It was an awful, awful experience. Some of the worst customer service I've ever had. I hate confrontation. I hate causing a scene. I've never done a review before, but I am so upset.

Luckily, we explained our situation to Valley Ho and we got an amazing deal on their penthouse suite. Their customer service and just basic human social skills and compassion are outstanding. Highly, highly recommend them.

Also, while figuring out this ordeal- the restaurant where we had dinner (Bootleggers American Smokehouse) took our group back in and let us bring in cake and open gifts and gave us all complimentary moonshine. This is how adults treat one another. This is how businesses thrive. Superior customer service and understanding. Dana and the staff at Bootleggers really saved the night and we are so greatful.

None of us will ever be staying at a Best Western and we will be writing letters to this corporate office; as well as, finding every review site possible to spread the word. Dino should not be in this business and Best Western should be avoided unless you are looking to be scolded and treated like children... no not children, treated like inferior...

I say this as a Diamond Select member of many years.

I have had occasion to speak with Best Western Customer Service a number of times over the years, both to compliment and to complain. For example, after a stay at the Best Western Premier Harmonie in Vienna I reached out to BW Corporate to let them know that this hotel had, by far, the best service of any hotel I've used, in any chain. I suggested that they have the staff of this hotel train their staff worldwide.

The purpose of my call today was quite different. I was unhappy with accommodations in Orlando, at the Gateway Hotel. To say the place was substandard is an understatement. There was no hot water, the wifi was spotty, the electricity was also spotty, and repeated requests for a fix were apparently ignored. So I called corporate to see if an accommodation could be made as to the charges.

Apparently customer service is not job one at Best Western Customer Service. Obfuscation and insult is their stock in trade. And I will admit I've seen this before. They frequently tell you that the hotels are franchises and, therefore, they are not responsible. This is untrue. These hotels trade on Best Western's name and reputation. It is absolutely their responsibility. On this call I was informed that there would be no accommodation because we stayed in the room. I explained to the woman that since we'd already paid we could not afford to pay elsewhere in the inflated market that is Orlando, especially when massive tradeshows are in town. I also informed her that a room was better than sleeping on the street in the same way that an unhoused person might prefer to sleep under an overpass rather than out in the elements.

Unfortunately, this "customer service professional" continued her snark. As I stated above, we've been top tier members of Best Western's rewards program for over a decade, and this is not a unique experience for us. While we've already earned a continuation of our tier for 2025 I don't think I really care. We will most likely use up our points on vacation travel but keep our paid travel with the Hilton chain. At least they...

I’m almost a Diamond member and have been staying at Best Western on most of my frequent travels since 2015.

A few years ago I sent a detailed email to Best Western corporate explaining how their rewards program and direct reservations could be greatly improved to combat OTA’s like Hotels dot com. Unfortunately it seems my letter fell on deaf ears.

Best Western’s current rewards program for free nights is very inefficient and limited. Each hotel has their own points requirement for a free night and you can only choose the very basic rooms. You cannot select a more luxurious room option. Lately you can only book a room with one bed when redeeming points for a free night. I noticed this at numerous hotels. This isn’t a good way to treat your loyal rewards members.

I’ve been a Gold member of Hotels dot com every year since 2015. Their rewards is very simple by giving you a free night after 10 nights. The free night value is the average of the 10 nights, and you can select any hotel along with any listed room, just as you would paying. This model is something Best Western needs to explore.

Being a rewards member, you are eligible for free room upgrades if the room is available. You must ask for an upgrade. Some locations honor my request and others were annoyed by it and hesitated even though the room was available. The 800 number customer service is sometimes like talking to a Burger King shift manager - they just don’t care!

Lastly, when it comes to third party online travel agencies (OTA’s) like Hotels dot com, you have more advantages. You’re booking is pre-paid in advance so you don’t have to worry about paying on arrival. You also have the option to use PayPal (and PayPal Credit) which is what’s benefited me the most. Best Western does not allow prepaid reservations, nor do they allow PayPal. This is something I I mentioned in my email to Best...