• Report: #4616
Complaint Review:

Best Western La Playa

  • Submitted: Mon, March 05, 2001
  • Updated: Wed, February 07, 2007

  • Reported By:Tempe Arizona
Best Western La Playa
Daytona Beach, Florida U.S.A.
  • Phone:
  • Web:
  • Category: Hotel

Best Western false misleading advertising nightmare

*UPDATE Employee: Customer Service

*Consumer Comment: Best Western Customer Service A JOKE!!!! Don't bother to call customer service for best western!!!!!

*UPDATE Employee: Contact Best Western International

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My family and I stayed in the Best Western La Playa in Daytona Beach. We chose this hotel for our family reunion because different statements in their advertising appealed to us:

The hotel advertises the "cleanest rooms on the beach." The rooms were everything but clean and there were mold stains on the ceilings and walls. My mother is highly allergic to mold and reacted with an asthma attack. The whole hotel looked rather run down and not well maintained. There was trash laying around on the sun deck, cigarette butts were laying on the deck chairs, the pool was filthy.

The hotel advertises to be right across the street from the largest shopping area on the beach. My mom and my sister like to go shopping, so we thought we could combine everybody's interests by staying in this hotel at this particular location. When we got there we saw that nearly all stores in the shopping area were vacant, the shopping area itself was a big building site. Although this fact was known to the hotel management, they continued to advertise as if the shopping mall was there and open.

The hotel advertises an ocean side deck and bar. The adults in our family like to enjoy a drink by the beach, therefore this point as well lead to the decision to stay at this particular hotel. The bar was closed during our stay for a private party.

The hotel advertises to have the friendliest staff on the beach. This is a misstatement as well. We had several problems with incompetent and unfriendly staff during the two days of our stay. When I complained about a particular incident to the manager on duty, she admitted to know about problems with the staff but she did not offer any solution.

The hotel does not provide enough parking space. One evening after dinner, we had to park our cars across the street in an unsecured parking area and had to cross a busy four-lane highway to get back to the hotel. This may not be much of a problem for most people, but there were three small kids in our travel party and my blind dad, too.

Back at home, I wrote a complaint to Best Western La Playa in Daytona Beach. The letter I got back from there was like a slap in the face: a generic form letter, very arrogant and not addressing our particular problems at all. A second letter was never answered by them.

We had picked the Best Western La Playa in Daytona because it had advertised various features that were appealing to my travel party and me.

Once there, we realized that most of it's advertising is false or misleading. Problems with housekeeping and restaurant staff made our stay a nightmare.

The hotel should take responsibility for what happened. We have paid a lot of money for a weekend vacation that never took place because the Best Western La Playa did not live up to it's advertising, our expectations nor to it's name "Best Western." They also offer a Satisfaction Guarantee. I have tried several ways to voice my dissatisfaction with the hotel but it seems to me that this guarantee is just false advertising as well.

This report was posted on Ripoff Report on 03/05/2001 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/reports/best-western-la-playa/daytona-beach-florida/best-western-false-misleading-advertising-nightmare-4616. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Customer Service

AUTHOR: Amy - (U.S.A.)

I am actually an agent for Customer Care for Best Western,I just wanted to say to the guest that talked bad about customer service,that it depends on what your issue was at the hotel.If you have a billing problem,we try our best to help you out,unless you already disputed it with your cc company.The agent that took your call should have had you fax that proof of your complaint to further reveiw.I myself have been at the corporate office for about a year and have a very good repore with my guests and members of the hotels, that I have taken above and beyond to correct problems before they get to far.You must have talked to either a new agent who did not know what they were doing or they just didn't care.But we have great agents that do look into these things further and I do not want anyone to stray away from the Customer service help,due to one bad response to a guest.Like I said it depends on the nature of the complaint and also we have to get the other side of the story before we make a decision.We have had guests that said that they do not know why things happened the way they did,and when the hotel responded.We find out that the guest was very abusive and the police were called.This is just an example.
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#2 Consumer Comment

Best Western Customer Service A JOKE!!!! Don't bother to call customer service for best western!!!!!

AUTHOR: Carol - (U.S.A.)

Don't bother to call customer service for best western!!!!! You will get no-where. After filing a complaint concerning one of the bestwestern hotels and getting no satisfaction, I contacted customer service..........Ha Ha Ha. They proceeded to take my complaint, then inform me they would contact the hotel directly and get back to me. They called me the next day and said SORRY, but the hotel said thus and such and thats that. I explained that I had proof of my complaints and they said well we can't do anything because each hotel is individually run and we can't make them correct the problem.......so...don't wast time with cust. service.......as I said they are just a big joke. Stay away from Best Western's if you don't want to be RIPPED OFF!!!!!!!!!!!!!!!!
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#3 UPDATE Employee

Contact Best Western International

AUTHOR: Bobbi - ()

Each Best Western Hotel is independently owned and operated, but must resolve these types of issues with guests responsibly.

I suggest you contact: Best Western International Customer Service - call toll-free to 800-528-1234, and ask for Customer Service.

You can also obtain information on reporting these issues through http://www.bestwestern.com

I am sorry this happened to you. If you have been dealt with in an unsatisfactory manner, please report the hotel involved to Best Western International.
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