"Due to a family emergency on a recent trip to Boston (3+weeks in Boston Children’s Hospital NICU) a planned stay with this hotel needed to be cancelled. Despite several days advanced notice of our inability to make the reservation, this Best Western declined to waive the reservation charge. This was not a random decision change, this was a family medical emergency that required our presence. This is nothing short of cold, callous, gouging…at a time of great family turmoil! A frequent traveler, I will never again frequent this establishment or any other Best Western property.
I will also mention that Hotels.com did next to nothing to advocate for us, or as a matter of good corporate policy, refund this reservation when Best Western refused to help.
I would suggest avoiding Best Western properties or using Hotels.com as your travel aggregator. Neither of the companies are truly supportive of their customers."