What is the Best Western Customer Care Non-Response Fee, and under what circumstances is it charged?

Question

Accepted Answer

| System (“GMS”) Support Fee | For System Hotels with a PMS waiver, a $1.45 per room per month fee for GMS support is required. |  | System Hotels with a PMS waiver are required to pay a GMS fee. The GMS is a web-based mobile concierge service that provides communications with a guest pre- arrival, during a stay and at checkout utilizing messaging, email, and SMS text. |
|---|---|---|---|
| High-Speed Internet Access (“HSIA”) Advocacy Program | $2,100 one-time program participation fee. | Due and payable upon statement receipt. | Fee for hotels to participate in the Advocacy Program to improve HSIA guest satisfaction scores (“GSS”) through system improvements. Required: If GSS scores are below the threshold. Optional: If GSS scores are above the threshold. |
|  |  |  |  |
| Tools For Success | $29.76 per month. | Due and payable monthly upon statement receipt. | Fee for online and other education and training resources provided to the Property. |
| Quality Re- Assessment Fee | $5,000 plus a free room night for the inspector. | Due and payable upon statement receipt. | Payable following a failed post- opening inspection (Quality Assurance failure is score of 600- 799). Multiple failures within 18 months result in a hearing. |
| Online Housekeeping Supervisory Training | Cost recovery fee billed annually. | Due and payable monthly upon statement receipt. | Fee for online housekeeping and supervisory training and certification program. Only billed to all Members as approved by the Board on a cost-recovery basis if the training program is updated. |
| Online Front Desk Training | Cost recovery fee billed annually. | Due and payable monthly upon statement receipt. | Fee for online front desk training program. Only billed to all Members as approved by the Board on a cost-recovery basis if the training program is updated. |
| On-Boarding Program Service and Support | $15,000 total billed in 12 equal monthly installments. | Due and payable monthly upon statement receipt. | Fee for training and other on- boarding services and support provided to new System Hotels. |
| Customer Care Non-Response Fee | $75 per occurrence. | Billed one month in arrears. Due and payable monthly upon statement receipt. | Fee charged if a System Hotel does not acknowledge a billing or miscellaneous file with the guest within 2 business days. |

Source: Item 6 — Other Fees (FDD pages 24–37)

What is the Best Western Customer Care Non-Response Fee, and under what circumstances is it charged?

Answer from 2025 FDD Document

What This Means (2025 FDD)

System (“GMS”) Support Fee	For System Hotels with a PMS waiver, a $1.45 per room per month fee for GMS support is required.		System Hotels with a PMS waiver are required to pay a GMS fee. The GMS is a web-based mobile concierge service that provides communications with a guest pre- arrival, during a stay and at checkout utilizing messaging, email, and SMS text.
High-Speed Internet Access (“HSIA”) Advocacy Program	$2,100 one-time program participation fee.	Due and payable upon statement receipt.	Fee for hotels to participate in the Advocacy Program to improve HSIA guest satisfaction scores (“GSS”) through system improvements. Required: If GSS scores are below the threshold. Optional: If GSS scores are above the threshold.

Tools For Success	$29.76 per month.	Due and payable monthly upon statement receipt.	Fee for online and other education and training resources provided to the Property.
Quality Re- Assessment Fee	$5,000 plus a free room night for the inspector.	Due and payable upon statement receipt.	Payable following a failed post- opening inspection (Quality Assurance failure is score of 600- 799). Multiple failures within 18 months result in a hearing.
Online Housekeeping Supervisory Training	Cost recovery fee billed annually.	Due and payable monthly upon statement receipt.	Fee for online housekeeping and supervisory training and certification program. Only billed to all Members as approved by the Board on a cost-recovery basis if the training program is updated.
Online Front Desk Training	Cost recovery fee billed annually.	Due and payable monthly upon statement receipt.	Fee for online front desk training program. Only billed to all Members as approved by the Board on a cost-recovery basis if the training program is updated.
On-Boarding Program Service and Support	$15,000 total billed in 12 equal monthly installments.	Due and payable monthly upon statement receipt.	Fee for training and other on- boarding services and support provided to new System Hotels.
Customer Care Non-Response Fee	$75 per occurrence.	Billed one month in arrears. Due and payable monthly upon statement receipt.	Fee charged if a System Hotel does not acknowledge a billing or miscellaneous file with the guest within 2 business days.