Bonus! This Best Western Plus case just got solved by you

Cindy Iverson’s Valentine’s Day weekend was ruined and she needed a little help salvaging it. And guess what? Our fearless advocacy team did it.

Today’s report from the trenches is a problem solved through our forum — someone who came to us for help and got it, in real time.
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Instead of honoring a “best rate” guarantee, they sent him a gift card

Steve Rabin’s name might be familiar to some of you, especially if you’re active in the comments. He’s a faithful reader of this site who turned to me for help a few weeks ago after he booked a room at the Best Western in Pasadena.
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“Their bait-and-switch tactics count on us having a short memory”

One question remains after trying — and failing — to mediate Gregory Bergman’s case with Hotwire: Why do we keep falling for it?

Why do we continue to book anonymous hotels that may or may not meet our expectations?

I don’t know. But I’d like to hear your theories.
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A “best” rate guarantee with the worst service

Best Western guarantees you’ll find the lowest rate on its website. Unless your name is Russ Thomas.
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Best Western offers free night after bedbug attack, but is it enough?

Patricia Lenhart’s husband woke up one recent morning covered in bug bites. Bedbug bites. He and his wife were guests at the Best Western Beach Dunes Inn in Marina, Calif., and when they mentioned the probable infestation, a woman at the front desk said the hotel “hadn’t had a problem” with bedbugs before.

Then they checked out TripAdvisor, and discovered that wasn’t true.

“I found two recent reviews complaining of bedbugs,” she says. “Both people state that they notified the front desk. One of them was over a month ago! Unfortunately, they were both posted after I made my reservation. I don’t have any faith that the hotel will follow through on their promise to fix this.”

I contacted Best Western on her behalf, and as you’ll see in a minute, it reacted quickly. Question is, did it do enough?
Read more “Best Western offers free night after bedbug attack, but is it enough?”

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