Best Western Rewards - I try Best Western ... but they FAIL so Badly !

I got Diamond Level at the program , and want to try if the BW can be good as IHG group hotels. But what a mess all the stays I had with BW. The staff dont see that you a Diamond Member, No Uppgrades ... NOTHING special for a elite guest. But the star of the FAIL out , I was staying in Manila - BW ANTEL SUITE SPA Hotel ... this hotel hold a deposit at my CC, and after over 2months the block still there. And untill now is hasnt been cancelled. I call many times and even my secretary call to the hotel they keep saying the same that they have cancelled. One time they even hang up the phone. When I contact the Milan CC Helpdesk, and they contact the hotel ... same answer ... they have cancelled. When I check out from the hotel one of the small towel got stained with blood bcoz I cut my finger, and guess what they CHARGE me for a new towel. But now when they mess up, could they fix the problem NO !

I hear you. BW is seriously failing. I am not sure if this is because each hotel are running by each owner and therefore they care much about status other than their bottom line...

I hear you. BW is seriously failing. I am not sure if this is because each hotel are running by each owner and therefore they care much about status other than their bottom line...

Hope this helps... What I usually do is to copy and past the Ts&Cs re complimentary elite upgrade on the booking notes field. When it shows up at the hotel computer, they assume it is some kind of instruction straight from BW and I get upgraded. Before that, even if they had availability, they never seemed to do. :D

Now THIS is why I read FT ... copying and pasting is a great idea.

My impression is that BW is far more decentralized than even Marriott. I suspect that they have put in a lot of hard requirements (pool, internet access, etc) and not much effort into the soft product (recognition, elite benefits, etc.)

Because each property is locally owned, my guess is that BW has not put a lot of time and $$ into training front line staff.

Well, it depends from property to property. There are few BW Plus properties I've visited and they recognized my status. Well, you cant expect the same treatment like you get from HH/SPG and other premier hotel brands.

This is what $$ matters:)

Manila - BW ANTEL SUITE SPA Hotel ... this hotel hold a deposit at my CC, and after over 2months the block still there. And untill now is hasnt been cancelled. I call many times and even my secretary call to the hotel they keep saying the same that they have cancelled.


Have you disputed the transaction with your credit card company?

Because each property is locally owned, my guess is that BW has not put a lot of time and $$ into training front line staff.

Most hotels are locally owned and operated across all chains. But at BW it seems to be an excuse. There's no brand consistency because there's apparently little oversight from corporate. That's why the product varies so greatly across the brand, and the benefits for frequent guests are hit or miss, depending on the franchisee.

BW needs to take a lesson from IHG and impose some new standards. IHG still isn't great at recognizing and rewarding their best customers, but the product is very consistent now. BW could take the opposite approach at first, and make sure their program is best among the mid-price (second tier) chains. After that, they need to cull the herd, and cut a lot of properties from the chain, or require upgrades to maintain the flag, like IHG did. Until then, BW will only cater to the price sensitive traveller, because the road warrior has no idea what to expect from one property to another. BW is a cr@p shoot every time you book.

IHG isn't great either. Hilton and SPG and Marriott have some brand standards, e.g. free Internet, free breakfast etc

Yeah, OP, you are right. Often you don't get ANYTHING with BW. Lesson learned? Have tried it, didn't work, leave it. My advice

There's no brand consistency because there's apparently little oversight from corporate. That's why the product varies so greatly across the brand, and the benefits for frequent guests are hit or miss, depending on the franchisee.

IHG isn't great either. Hilton and SPG and Marriott have some brand standards, e.g. free Internet, free breakfast etc

Yeah, OP, you are right. Often you don't get ANYTHING with BW. Lesson learned? Have tried it, didn't work, leave it. My advice

duxfan & OliverM, you guys are bang on. I think this is one of the major flaw of BW brand. What customer getting use to us a brand consistency. For example, I love staying at 'Super Hotel' while I am in Japan, why? It is their brand consistency, I can expect the same standards no matter where I am.

With out brand consistency, makes no difference if I am staying at difference hotels each time. A brand is as important as its standard.

And OliverM, you are right - "Have tried it, didn't work, leave it."

I stayed at a BW and got upgraded from cheapest room to largest non smoking suite.

Totally wasnt expecting that, and it was for a 4 nights stay.

As a BW Platinum, I usually get good service and upgraded rooms, but it does depend on where you stay. Out of my last few stays, two were excellent (US and France), one disappointing (France), one awful (US) and one spectacular (US).

I tend to stay with them when (a) they are cheaper than the Hilton chain or (b) they have hotels where I want them when Hilton doesn't.

I have some sort of status at BW. I don't even know what it is since it is nearly meaningless. The only thing I got was a bag with some microwave popcorn and a few pretzels or something in it at check in at one property. I think you also get a point bonus at all properties, at least.

I do pick these properties over the Wyndham-affiliated D-grade budget chains (Ramada, Super 8, Days Inn, etc.) but I am not very satisfied with them. I've been to a couple nice ones, a couple horrible ones, and some so so ones.

I do think BW is trying to push its properties to upgrade with the "Plus" designation where they clean things up a bit and put new linens and such in. One of the keys of BW is its brand reach in rural areas. In some of those locations with low REVPAR and stagnant at best economies, is it really financially worth it for the operators to upgrade? Would we rather see them debrand, or at least get a few points for our stays at these places? Usually few to no other choices in those spots anyway.

I really try to not stay at BW properties because of the no recognition / consistancy issues but sometimes there are no HH properties so I choose BW.

I have stayed at the same BW PLUS for 11 stays this year, when I first started staying with them they would give me a bottle water and a cookie at check in which was nice, now that I have some sort of status with BW they don't offer me the water or cookie anymore..go figure...

But what really gets me is each time I check in they treat me like a new customer, I really think front line training is lacking but also the reservation systems they use, I know when I check into a Hilton property they alway's recognize my status and are consistant in what I get..and that makes me happy.

I just can not warm up to BW although I am heading for the next status level in spite of myself :rolleyes:

I have stayed at the same BW PLUS for 11 stays this year, when I first started staying with them they would give me a bottle water and a cookie at check in which was nice, now that I have some sort of status with BW they don't offer me the water or cookie anymore..go figure...
I have stayed a number of times each year at the same BW hotel, which is now BW PLUS, since before it was BW PLUS (and since before there was such a thing as BW PLUS), and since before any BW hotel gave any welcome amenities. Yet I have had some sort of status for years, and Diamond for a year and a half (since before they started giving welcome amenities to Diamonds among others).

It took a while after the amentieies program supposedly started before they started giving me anything, but now it's a big basket, which contains two bottles of water, two apples (one red, one green), a Nature Valley bar of some sort, and a bag of potatte chips or something like that (the latter two items may change from visit to visit).

So I'd say it may depend a lot on the speciifc hotel. Obviously at least one hotel (this is the "Newort Mesa" property in Costa Mesa CA) does a lot better than what you've experienced at another Plus.

And, indeed, I've stayed at other Plus hotels where the welcome amenity was more intermittent (if present at all) and included much less.

When Best Western says "every hotel is independently owned and operated", the key is "operated", and by that they mean the manner and quality of the operaton varies tremendously.

(Still, I don't "expect" a welcome amenity; what I get at this one hotel I do consider "above and beyond".)

I am planning to stop over at EWR for 4 days, considering BW at the airport. Any comments on that property?

I am planning to stop over at EWR for 4 days, considering BW at the airport. any comments at that property?
Do you mean Best Western Plus Newark Airport West?

Have you tried TripAdvisor?

http://www.tripadvisor.com/Hotel_Review-g46671-d238931-Reviews-BEST_WESTERN_Plus_Newark_Airport_West-Newark_New_Jersey.html

You have over 200 reviews of it there. Discount the very best and the very worst (in case the former are from friends of the hotel owners and the latter are from their enemies), and weigh newer reviews heavier and actually read the reviews to see if the things the people are praising or complaining about are the kinds of things you care about or not (and also to see if you can figure out whether the travelers are from a similar perspective).

For example, if you're booking at Best Western's website, you can ignore any reviews which complain that the hotel didn't honor their third-party reservation made at unreliablehotelreservations.com. If you're not booking a ton of people in multiple rooms, you can ignore any reviews which complain that they couldn't put everyone in the same part of the hotel. Etc.

Skimming the first page of reviews myself, I see a pattern: People who want to leave before, or soon after, 7 am complain that the breakfast doesn't start till 7 and describe a pitiful breakfast at 7:05. Other people (who don't mention leaving early) describe a completely different breakfast.

Have you tried TripAdvisor?



No, but I will thanks.

Long time HH member here going to the "dark" side since it's the most convenient place to stay (close to family).

Should be interesting, to say the least, based upon the commentary.

Best Western are awful. I refuse to stay with them anymore.

Best Western are awful. I refuse to stay with them anymore.


1. Welcome to FlyerTalk! Congratulations on making your first post.
2. That post was not informative, entertaining, or interesting at all. You got any specifics you want to add?

I am planning to stop over at EWR for 4 days, considering BW at the airport. Any comments on that property?

A bit late perhaps, but have you considered the Robert Treat hotel downtown? A very decent place to stay, free shuttle to the airport or the train station, and free breakfast. As BW Diamond, two times out of two stays I've been upgraded to a very nice room.

I am planning to stop over at EWR for 4 days, considering BW at the airport. Any comments on that property?

Here's your answer (http://www.tripadvisor.com/Hotel_Review-g46671-d238931-Reviews-BEST_WESTERN_Plus_Newark_Airport_West-Newark_New_Jersey.html)

Here's your answer (http://www.tripadvisor.com/Hotel_Review-g46671-d238931-Reviews-BEST_WESTERN_Plus_Newark_Airport_West-Newark_New_Jersey.html)

Brand consistency matters:
Trip Advisor ratings for Newark:
1- Marriott
2- Hilton
3- Fairfield Inn by Marriott
4- Holiday Inn
5- Wyndham Garden

I experienced the same treatment. I have been diamond elite for the last 3 years and stay at least 10 times a year in BW. I often arrive an hour or two before the official check in time and I have never been offered a room early even when I requested one because I am a diamond elite. I also have never received an upgrade. When I once asked for a late checkout they offered me 1 hour beyond the official checkout (12pm instead of 11am) time when I requested 2 hours.

From now on, my BW stays will only be for promos like the stay 3 get 1 free. IHG gives even non-elites a 2 pm checkout time just for the asking. With IHG, I get upgrades to the best rooms, free internet and often other perks. Club Carlson's Radisson hotels often upgrade me to a suite, send me a plate of food, and include free breakfast because I am a gold elite with them.

Bye bye BW!

Well, again one more dissatisfied customer. BW, why do you not care more about your most frequent visitors?

Hope this helps... What I usually do is to copy and past the Ts&Cs re complimentary elite upgrade on the booking notes field. When it shows up at the hotel computer, they assume it is some kind of instruction straight from BW and I get upgraded. Before that, even if they had availability, they never seemed to do. :D

LMAO

LMAO
smart

Hope this helps... What I usually do is to copy and past the Ts&Cs re complimentary elite upgrade on the booking notes field. When it shows up at the hotel computer, they assume it is some kind of instruction straight from BW and I get upgraded. Before that, even if they had availability, they never seemed to do. :D

That's smart.

You can read BW Charlottown PEI tripadvisor administrator responses to feedback to see fails...he's pretty aggressive on beating down any dissent...

http://www.tripadvisor.com/Hotel_Review-g155023-d183171-Reviews-BEST_WESTERN_Charlottetown-Charlottetown_Prince_Edward_Island.html

I use Hotwire and stay at 4 star hotels and leave BW alone for many years.

Going to stay at the BW in Sarnia, Ontario, just applied through their Status Match program. Will see how that goes

Going to stay at the BW in Sarnia, Ontario, just applied through their Status Match program. Will see how that goes

Be sure to e-mail them once you're status-matched to let them know your status.

Worked for me in Simcoe, Ontario, but only after I ran into the owner on a long stay and politely complained.

I was given given Diamond status on the match.

The owner upgraded me for the last 5 days of a 3 week stay. Before that the staff (and I) were a bit unaware of how status would be handled .

Got royal treatment in Fernie, B.C. on a reward stay arising from the Simcoe stay. I had let them know I was a Diamond in advance.

I never stayed in BW, but my friend said it sucks. It cannot compete with IHG, Marriott, Starwood, Hilton, Kimpton...you name it. But, it won't be such a bad choice if you are looking for a hotel that is cheap but has a good location.

I stayed in the Best Western Guildwood Inn in Sarnia, ONT. Was offered a chocolate bar during check-in.... that's it. No upgrades or any other perks. My colleague who is not a member got the room next to me, and he's not even a member.

So besides getting a chocolate bar, I don't really see any benefits from continuing to stay at BW. I have Diamond-Elite status at BW.

BW hotels vary widely. Just check TripAdvisor or some similar site and read the reviews- it quickly becomes apparent which ones are worth staying at.

One of the nice BW hotels is the one in downtown Wilmington NC: BW+ Coastline Inn.
BWs tend to be better in Europe than in US/ Canada. The 3 BWs of Innsbruck Austria are lovely boutique/ family-owned hotels, while the Hilton is nice inside but looks like a boxy office building outside!

I never stayed in BW, but my friend said it sucks. It cannot compete with IHG, Marriott, Starwood, Hilton, Kimpton...you name it. But, it won't be such a bad choice if you are looking for a hotel that is cheap but has a good location.

If you never stayed, I can assure that your input is without value.

The 3 BWs of Innsbruck Austria are lovely boutique/ family-owned hotels, while the Hilton is nice inside but looks like a boxy office building outside!
Actually, the Hilton is not even nice inside, in terms of air quality at least. There is a ventilation problem repeatedly mentioned in reviews, and non-smokers are warned to expect smoke smells possibly seeping into their non-smoking rooms because of this ventilation problem. Ugh! :td:

Actually, the Hilton is not even nice inside, in terms of air quality at least. There is a ventilation problem repeatedly mentioned in reviews, and non-smokers are warned to expect smoke smells possibly seeping into their non-smoking rooms because of this ventilation problem. Ugh! :td:

Darn it! We're hoping to enjoy the new low C&P rate of (12K HH + 37.50 euros) per night vs. 199 euros a night revenue rate --or 120 euros a night at the BW Mondschein for a large room for 3 persons.

Absolutely! You say my friend! Also the BW chain hotels have their advantages!

same her, got diamond as match to platinum, needed a hotel in Stavanger and diamond status meant nothing

club Carlson and IHG room guarantees are great, I didn't stay at a BW hotel the entire year I was a member, pretty much down to their attitude to premiums

It would be wise for them to have a better standard with guaranteed benefits!