Best Western Hotels GB Avis 

I am amazed that such a large company is happy to rip-off new customers. I just booked a room and joined there club for discount and on payment, it didn't deduct the discount. I contacted them to ask for the discount to be deducted and was told it was tough as I had paid the amount on the screen, I explained that I expected it to update the payment amount. The woman on the phone didn't care, so I asked to be put through to complaints and she then said I am complaints; I was told she was billing. I said you obviously don't care about this dodgy system and she said no. Richard Turpin would be proud.

COMPLETELY TERRIBLE EXPERIENCE

Crooklands Hotel in Westmorland. Arrogant, haughty, unfriendly and unhelpful staff. 

In a lifetime of staying in Hotels good bad and indifferent all over the world, never have I felt so uncomfortable or unwelcome as I feel in this place.

In Reception and in the restaurant, the staff seem to think that the customers are a nuisance and the Hotel is run not for the customers but for the staff. 

Deeply unpleasant and offensive. Never will I stay in a Best western again. 

Was the worst hotel I've ever stayed at .
I booked for five nights and my room was only serviced once in that time even after complaining to reception ,so had no drinks replenished ,wet towels and a unmade bed to cope with.
Staff were uninterested in getting the service provided absolutely disgusting.

HA3 6SH The hotel was amazing, such good value for money. The staff are so friendly and accommodating. The rooms are so lovely and the gardens. A special shout out to Adam who went above and beyond at 1am to help us with being stranded at Wembley after our booked taxi never arrived and Adam sent us a Taxi, we will definitely be coming back( if they will have us!) 😉

Booked one of their "Spa" hotels.. the spa and pool were closed and information about this is hidden on their website at the end of blocks of text that you have to expand to read. Even when you go to the page dedicated to the spa and treatments, it has a small section right at the end saying when it is reopened anyone 16 years and up can enjoy the facilities.... but nothing to actually let you know it is closed.

We stayed in York Pavilion Hotel while we were visiting the area for a Wedding. The hotel staff were lovely from checking in to breakfast service. They made our stay lovely. Thank you Kelsie for checking us in and finding us such a lovely room to stay in. Will visit again when we are in York.

Lowestoft
I have a booking confirmation for a deluxe room with a sea room for a 2 night stay.
I was given a substandard room with only a view of a wall and old mattresses.
Then we found that the room did not have basic ventilation. One small opening 9ft up! I was given the use of a step ladder, ( this turned out to be the only thing that was given)
Then we foundthat there was also a damp problem that was feeding a mould/rot odour coming from the bathroom, so asthmatics beware.
Deception or incompetence?
We were so glad to get away.

Best Western had a cyber attack in Feb. I booked after this and yet my details were still leaked, meaning they did not do enough to protect its customers data. I’ve been receiving phishing emails and WhatsApp since, asking for payments.

On top of this, they have just cancelled my booking 24 hours before. So they have caused me even more stress trying to sort a last minute booking elsewhere.

Customer Services ignored my complaint about the cyber attack. They don’t give a toss about their customers and the details they hold.

AVOID!!

We have recently stayed in Thurrock branch with the booking of 3 rooms but honestly speaking one of the worst Hotel we have ever stayed,
Fist of all staff is not polit , no lift in the hotel and offerd 1st floor and attic rooms , very inconveniences, lobby stink , rooms stinks and no Air conditioning in the boiling heat of 27+ digress with 1 small table fan for the room of 3 people .

Unhuman , will never Recommend

We recently stayed a Best Western Signature hotel, The Olde Bell at Hurley. If this is a Signature Hotel I hate to think what the standard hotels are like.

Problems included:

- No asking about allergies in the restaurant
-Fire doors hooked back
- Filthy chairs in restaurant
- Room not ready until 4:00

I cannot believe Best Western are still in business. They clearly have zero quality control over their brand.

Had a problem booking on the website, contacted customer service UK spoke to Peter, which was amazing to actually speak to a person.
Peter sorted the problem, made the booking, signed us up to Best Western, no fuss, no bother just sorted it.
Thank you so much for great uncompleted service.

Tried to book a hotel on Their website with a prepaid voucher for partial payment and the remainder via debit card. The system ignored the voucher and took the full amount from my bank. Customer Services identified that the voucher can only be used when booking a much higher ‘flexible rate’ and only when paying the hotel directly. It’s in the Terms and Conditions, apparently but nowhere on the booking process is this made clear. So I’m out of pocket and now have a voucher which is valueless. I believe I have been duped into the booking and there is no way of recovering the costs. Customer services were entrenched in their position of ‘Its in the Ts & Cs’ and the attitude of ‘Computer Says No’ mindset. I would rather mutilate my own body than ever book with Best Western again,

All staff were amazing especially Elise. She was running around from reception to the bar and then to the restaurant on her own . Very professional and helpful an asset to the hotel. Nothing was too much trouble.

Inflexible. Much better hotel chains, such as Premier Inn are available. It says a lot that this company doesn't bother responding to negative reviews on Trustpilot.

Hackers stole my credit card and personal information from the Best Western website, they charged me money, and Best Western didn't refund me the money!!
Absolute disgrace. I would give them 0 stars if I could.

£96 for one night at The Clarence Gardens Hotel, BW Signature Collection is a joke, particularly for using the name "Signature Collection" to sound cool and somehow still the the worst value stays we have had.

We booked a Sea View “Cosy” Double understanding that “cosy” meant small. What it apparently means here is a room so badly laid out that two adults with one normal suitcase can barely function inside it. Opening luggage meant blocking movement, and access to one side of the bed required climbing across it. Calling this a usable double room is generous.

The online photographs deserve their own award for fiction.

The room was on the third floor, with the lift stopping at the second, followed by another 19 stairs with heavy luggage. This was not made properly clear when booking, and no help was offered. A lovely surprise after check-in.

Breakfast the next morning was equally poor. Hot items had disappeared, pastries were nowhere to be found, and replenishment moved at geological speed despite repeated requests. We were then told we were “late”, despite timestamped photos proving otherwise.

The real low point was the complaint handling of the so called Duty Manager. Concerns were raised immediately on arrival, during the stay and again at check-out. The result? No goodwill gesture, no apology, no partial refund, no accountability — just excuses, denial and the usual corporate shrug.

Best Western then helpfully explained that the hotels are independently owned, which seems to translate as: happy to take your booking , your money through the brand, less enthusiastic when anything goes wrong...

If your idea of a break is paying premium prices to stay in a cramped box, haul luggage upstairs, chase breakfast and be dismissed afterwards, this may be perfect!!!

For everyone else: AVOID AT ALL COSTS and book in a reliable platform where they are customer focused, not greedy.

As per other reviews booked a 7 nt stay in Isle of Man in July on the Best Western website. The following day received a WhatsApp message saying the booking couldn't be completed without further information and would be cancelled if this was not provided. Clearly a data breach and an attempt at further fraud. Best Western customer service was aware of this scam, but were not interested in dealing with the matter. So the message is only book a stay through the Best Western website if you wish your personal data to be passed on to scammers and to become a victim of fraud!!

Best Western Hotel Rembrandt Weymouth

Went in for dinner with extended family and bought a round of drinks before sitting down to eat.

Didn’t realise until I got home that i had been charged £40 for 6 drinks, 3 of which were non alcoholic.

I emailed the hotel to just double check in case a drink had been accidentally doubled or I had been overcharged but was shocked to find the charge was correct. They were:

£7.50 for a Pint (2 purchased)
£11.20 for a glass of wine
£5 for a pint of Pepsi
£5 for a pint of OJ & Lemonade
£3 for a half pint of Pepsi

I mean I know the cost of living has gotten out of hand but when you’re charging £11.20 for a glass of house white, that’s insanity.

The staff weren’t apologetic and didn’t care at all, shows how numb to the prices they must be.

Overall a poor experience and certainly won’t be going back.

Review of Best Western Derby Mickleover Hotel, re: stay on 16/02/2026

by: Murphy’s Guide

Our experience of the hotel, the staff and the facilities of the hotel itself was very good, especially since the staff recognised the terrible experience we’d had even before we’d arrived and tried their best to make up for it. Getting accurate information about the room, paying for it and then deciphering the follow-up confirmation email was excruciating - the phrase “death by a thousand cuts” springs to mind. Then having my booking details hacked by a scammer (off Best Western’s system) to boot was really sickening.
There were multiple failures.
Best Western...
1. ...failed to provide an online payment facility;
2. ...failed to provide clear details of the type of bed(s) in the room;
3. ...failed to provide sufficient detail about its products to their sales agents;
4. ...failed to update the status of the swimming pool on the website;
5. ...failed to provide accurate details in the Booking Confirmation email;
6. ...failed to properly handle my complaint about having my details hacked off their system;
7. ...failed to secure their IT systems against hacking by fraudsters leading to us being exposed to potential financial loss;
8. ...failed to close the breach in their system’s security at least 5 weeks after the original incident;

Details:
1. Online payment failure: The Best Western website failed to take payment twice. Clicking on 'pay' just gave an error saying 'an error has occurred – please try later'. This was not an error on the side of my payment card.
2. The website used the term ‘double bed’ under a Standard room but this is ambiguous since there are three types of double bed commonly in use.
3. I called the customer services helpline number to clarify the size of the double bed but got put through to the U.S. service desk since it was after hours in the UK. They weren’t sure what size bed it was either.
4. The website gave notice that the swimming pool was closed and on the day of our arrival it still said that the swimming pool was closed ‘indefinitely’. However, the swimming pool had been re-opened and the website was wrong. This despite the hotel requesting that the IT department update it, so the receptionist informed us.
5. The Booking Confirmation email only specified a double room but did not mention breakfast. This required me to email Derby Mickleover directly to get this straight.
6. Five days after I booked our room I got a phishing message on WhatsApp claiming to be from Best Western and telling me that I had to 'validate’ my booking within 24 hours or else it would be cancelled. It included my full name, the dates of my booking and booking reference number. It gave a link to an online payment form where I was supposed to enter my payment card details. When I complained to Best Western customer services that they had failed to protect my data it took 2 rounds of emails to get any meaningful response which ended up with them dumping the problem back onto me instead of taking responsibility. It took two goes to get a response to the question ‘what are you going to do about it?’ - a customer services agent in Italy just ‘invited’ me to send an email to another department, the Privacy Office.
7. As per item 6 above, Best Western exposed us to potential financial loss.
8. About 5 weeks later I made another booking with the Derby Mickleover and received an identical phishing message via WhatsApp - its format was exactly the same as before. Despite the comfort emails from the Privacy Office after the first incident, reassuring us that they were on the case, nothing had changed. I’d even emailed the Privacy Office with a screen-video of the fraudsters’ WhatsApp message as soon as it came through on the first occasion. Best Western’s systems are still wide open and all guests should be wary. The hotel’s front desk staff told us that they have passed on many reports from guests to Best Western’s IT Management department in recent weeks. The back-office functions are to blame.

On the positive side I must commend the Reception Manager at the hotel itself who patiently and respectfully did her best to mitigate the damage done by the IT department. Zakira was most personable, listened to our concerns and made us feel very welcome. If Best Western actually cares about customer experience then the CEO should listen to her report and take decisive action to fix these systematic failures fast before they become catastrophic.

My company details were hacked resulting in scammy phone calls and the need for me to swap my payment cards.

No apology or response to my
Complaint was received - typically ghosted

Having to force through private legal representation