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          Business Profile

          Hotels

          Best Western Plus

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Hotels.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            08/09/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Date of Issue 07/25/2023 - 07/25/2023 Visiting Family in ***** ******** I booked 5 nights at the Best Western hotel. Looking online I thought this would be a safe and enjoyable stay. I woke up with roaches crawling near my face on the bed. noticed the manager on duty and she only replied with you can have a 1 night refund or leave. going back to my room I check under the bed and sheets for the roach/bugs so I could take videos when I found a 20 dollar bill filled with some type of paraphernalia and a blue rhino pill. meaning that my room was not sanitized or cleaned properly before my stay. I contacted back with the manager on duty and she gave me the general managers email to contact him so he alone could fix the issue. I have emailed him and called everyday about the issues and they ignored and hush away the problem. This is a very big safety issue that the hotel was notified about and sought no attention to in any type of way. I have requested a full refund and this is not an outrages request due to the health and safety concerns.

            Customer response

            08/11/2023

            Proof of receipt and stay  

            Customer response

            08/24/2023

            I have not heard from the business in response to my complaint.

            Business response

            09/02/2023

            Guest stayed with us for 5 nights no issues with this guest for the first 4 nights. Guest did come and report issue on Saturday July 29,2023 with manager Pam about roaches. We did agree to offer 1 night discount for the incident and moved guest to  different room so we can have room sprayed. Guest then called down to front desk about 1 hour later and reported that as he was packing he found 20 dollar bill with paraphernalia. Guest then came to the front desk to ask for a full refund. Guest was told that we would speak to the general mamager. The general manager is offereing 2 nights refund for the inconvenience.

            Regards 

            Rick M********

            Front desk manager

            Customer response

            09/05/2023

             I am rejecting this response because:
            Two night refund does not cover the expenses and time lost with family members because of the safety issues that occurred during my stay.

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          A+

          This business is not BBB Accredited

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          Years in Business: 11

          Customer Reviews are not used in the calculation of BBB Rating

          Overview of BBB Rating

          Contact Information

          3330 Silas Creek Pkwy

          Winston Salem, NC 27103-3014

          Visit Website
          (336) 893-7540

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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