Best Western charges Barbara Prestridge’s brother a $250 cleaning fee after he and his family visit her to attend her wedding. The reason? Someone allegedly smoked in his room. There’s just one problem: neither her brother, nor any member of his family, smokes. Can they ever get a refund?
BEST WESTERN
Patricia Lenhart’s husband woke up one recent morning covered in bug bites. Bedbug bites.
When Best Western bills Angela Williams-McGill twice for the same night, she incurs a bank overdraft fee and then waits months for a refund. But the hotel never pays her back, and all she has to show for her efforts is a claim number. Is there anything she could have done to prevent this? And what about the refund?
Best Western has spent more than $3 billion in the last three years to upgrade, renovate, convert or construct new hotels in North America. It also separated from hundreds of so-called “underperforming” hotels recently. I asked Best Western’s chief executive, David Kong, what these changes mean to customers.
Elliott is consumer advocate 
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