We reserved a room at this hotel for Sept 26-28, 2008. Due to a family matter we could not keep the reservation and called to cancel on Sept. 22. We were told that there was a seven day policy for cancellations and that we were too late. We were not informed during the reservation process of this policy nor were we ever notified until we attempted to cancel. Best Western corporate refuses to get involved as the properties under their corporate umbrella are independantly owned and operated. They act only as an intermediary to attempt to resolve a complaint.

We are not questioning the seven day policy even though it really extreme. 48-72hrs. is what I have encountered at other properties. What we question is how can they enforce a policy that has not been disclosed.

We stayed at the Best Western New Englander in Woburn, MA on May 21-22, 2008. We used a Roomsaver coupon discounting the room by $40.

Manager ignored repeated calls. Corporate office checked and there was always some problem explaining delay – resubmitted three times!!! July 6th, we are still waiting.

Asked for a couple of free nights from the corporate 'customer service'. BW is franchised. No one can do any customer a service...up to each hotel.

We should have gotten the credit immediately. The manager should have returned our call or had staff call. This is too long to wait for this credit. There should have been immediate compensation.

We won't stay at any Best Western again. If they won't provide customer consideration for their screw up, they can consider this... When they loose customers because of lousy managers like this guy, and these guys are taking over, it is time to rethink the organizational structure of your business.