{"id":"best-western","page":"https://escalate.alexgaoth.com/#/c/best-western","html":"https://escalate.alexgaoth.com/c/best-western/","generated":"2026-10-15","company":{"id":"best-western","name":"Best Western Hotels & Resorts","aliases":["best western","best western international","best western rewards","best western plus","best western premier"],"sector":"lodging","website":"https://www.bestwestern.com","account_url":"https://www.bestwestern.com/en_US/customer-service.html","regulators":["ftc"],"notes":"Best Western International (BWI) says Best Western branded hotels are independently owned and operated and are not owned, managed or controlled by BWI. Billing is managed by each hotel, and corporate customer service forwards feedback to the property. Values here come from bestwestern.com pages as shown in official-domain search results; the site returns 403 to direct fetches.","channels":[{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"},{"id":"rewards-phone","type":"phone","label":"Best Western Rewards customer service (North America)","value":"+1-800-237-8483","hours":"Monday - Sunday 5 a.m. to 10 p.m. MST","purposes":["account_access"],"source":"https://www.bestwestern.com/en_US/customer-service/bwr-customer-service.html","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Best Western reservations (North America)","value":"+1-800-564-2515","purposes":["reservation_problem","refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone","note":"Contact the hotel first; Best Western says billing is managed by the hotel."},{"rung":"written_complaint","channel":"feedback-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"refund_request","summary":"Each hotel sets its cancellation policy; missing the window usually costs one night.","evidence":["confirmation number","the hotel's cancellation policy shown at booking","cancellation confirmation"],"steps":[{"do":"For a bestwestern.com booking still inside the hotel's window, cancel with Check reservations (first and last name and confirmation number). Bookings made at the hotel cannot be changed on bestwestern.com."},{"do":"If you are charged after cancelling on time, ask the hotel, then call customer service.","channel":"customer-service-phone"},{"do":"Put it in writing through the feedback form, then dispute the charge with your card issuer if not refunded.","channel":"feedback-form"}],"facts":[{"kind":"fee","claim":"If you do not cancel within the hotel's cancellation timeframe, you are charged one night's stay, unless the reservation requires full prepayment or has a minimum length of stay; full-prepayment reservations are charged in full unless cancelled under the hotel's policy.","issues":["refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Points-and-cash reservations cancelled under the hotel's policy have the points re-deposited and the card is not charged.","issues":["refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Billing is handled by the hotel; contact it first, then Best Western customer service.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Contact the hotel directly; Best Western says this is the fastest way to resolve billing."},{"do":"If the hotel does not fix it, call customer service and send the feedback form, which is forwarded to the property.","channel":"feedback-form"},{"do":"Dispute the charge with your card issuer if it is not corrected."}],"facts":[{"kind":"policy","claim":"Best Western says all billing is managed directly by the hotel and recommends contacting the hotel for the fastest resolution.","issues":["billing_error","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Best Western's Taxes and Fees page says the hotel may also charge resort fees, parking fees and incidental charges such as the mini-bar.","source":"https://www.bestwestern.com/en_US/legal/taxes-fees.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Best Western Rewards terms require individual arbitration; claims of $10,000 or less proceed on written submissions, larger claims are heard in Phoenix, Arizona.","source":"https://www.bestwestern.com/en_US/legal/bwr-terms-conditions.html","last_verified":"2026-10-12"}],"known_blockers":["bestwestern.com returns HTTP 403 to automated fetches.","Bookings made directly with the hotel cannot be changed or cancelled on bestwestern.com."],"official_domains":["bestwestern.com"]},"playbooks":{"refund_request":{"company":{"id":"best-western","name":"Best Western Hotels & Resorts","sector":"lodging","website":"https://www.bestwestern.com","account_url":"https://www.bestwestern.com/en_US/customer-service.html"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Each hotel sets its cancellation policy; missing the window usually costs one night.","evidence":["confirmation number","the hotel's cancellation policy shown at booking","cancellation confirmation"],"steps":[{"do":"For a bestwestern.com booking still inside the hotel's window, cancel with Check reservations (first and last name and confirmation number). Bookings made at the hotel cannot be changed on bestwestern.com."},{"do":"If you are charged after cancelling on time, ask the hotel, then call customer service.","channel":{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"do":"Put it in writing through the feedback form, then dispute the charge with your card issuer if not refunded.","channel":{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Best Western reservations (North America)","value":"+1-800-564-2515","purposes":["reservation_problem","refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"If you do not cancel within the hotel's cancellation timeframe, you are charged one night's stay, unless the reservation requires full prepayment or has a minimum length of stay; full-prepayment reservations are charged in full unless cancelled under the hotel's policy.","issues":["refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Points-and-cash reservations cancelled under the hotel's policy have the points re-deposited and the card is not charged.","issues":["refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Best Western's Taxes and Fees page says the hotel may also charge resort fees, parking fees and incidental charges such as the mini-bar.","source":"https://www.bestwestern.com/en_US/legal/taxes-fees.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Best Western Rewards terms require individual arbitration; claims of $10,000 or less proceed on written submissions, larger claims are heard in Phoenix, Arizona.","source":"https://www.bestwestern.com/en_US/legal/bwr-terms-conditions.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Contact the hotel first; Best Western says billing is managed by the hotel.","channel":{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["bestwestern.com returns HTTP 403 to automated fetches.","Bookings made directly with the hotel cannot be changed or cancelled on bestwestern.com."],"security":{"official_domains":["bestwestern.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":9},"verified_from":{"page":9},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 9 sources are the organization's own pages or government sites; only 9 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Best Western International (BWI) says Best Western branded hotels are independently owned and operated and are not owned, managed or controlled by BWI. Billing is managed by each hotel, and corporate customer service forwards feedback to the property. Values here come from bestwestern.com pages as shown in official-domain search results; the site returns 403 to direct fetches.","warnings":[]},"billing_error":{"company":{"id":"best-western","name":"Best Western Hotels & Resorts","sector":"lodging","website":"https://www.bestwestern.com","account_url":"https://www.bestwestern.com/en_US/customer-service.html"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Billing is handled by the hotel; contact it first, then Best Western customer service.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Contact the hotel directly; Best Western says this is the fastest way to resolve billing."},{"do":"If the hotel does not fix it, call customer service and send the feedback form, which is forwarded to the property.","channel":{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"do":"Dispute the charge with your card issuer if it is not corrected."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Best Western says all billing is managed directly by the hotel and recommends contacting the hotel for the fastest resolution.","issues":["billing_error","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Best Western's Taxes and Fees page says the hotel may also charge resort fees, parking fees and incidental charges such as the mini-bar.","source":"https://www.bestwestern.com/en_US/legal/taxes-fees.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Best Western Rewards terms require individual arbitration; claims of $10,000 or less proceed on written submissions, larger claims are heard in Phoenix, Arizona.","source":"https://www.bestwestern.com/en_US/legal/bwr-terms-conditions.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Total price\" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Contact the hotel first; Best Western says billing is managed by the hotel.","channel":{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["bestwestern.com returns HTTP 403 to automated fetches.","Bookings made directly with the hotel cannot be changed or cancelled on bestwestern.com."],"security":{"official_domains":["bestwestern.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":9},"verified_from":{"page":9},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 9 sources are the organization's own pages or government sites; only 9 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Best Western International (BWI) says Best Western branded hotels are independently owned and operated and are not owned, managed or controlled by BWI. Billing is managed by each hotel, and corporate customer service forwards feedback to the property. Values here come from bestwestern.com pages as shown in official-domain search results; the site returns 403 to direct fetches.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Contact the hotel first; Best Western says billing is managed by the hotel.","channel":{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["bestwestern.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":9},"verified_from":{"page":9},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 9 sources are the organization's own pages or government sites; only 9 sourced values, so the entry is thin.","dossier_last_verified":null},"dossier":null,"guide":{"key":"lodging","title":"Hotels and vacation rentals — how complaints work","last_verified":"2026-10-12","file":"guides/lodging.md","page":"https://escalate.alexgaoth.com/#/guides/lodging"}}