For a Best Western property with 51-100 rooms, how much does Best Western charge for each complaint after the first 4?
Best_Western Franchise · 2025 FDDAnswer from 2025 FDD Document
| Property Cost Per Complaint | Hotel Size 1 - 50 Rooms | Hotel Size 51 - 100 Rooms | Hotel Size 101 - 150 Rooms | Hotel Size 151 - 200 Rooms |
|---|---|---|---|---|
| Free | First 3 | First 4 | First 5 | First 6 |
| Complaints | Complaints | Complaints | Complaints | |
| $30 Each | Complaints | Complaints | Complaints | Complaints |
| 4 - 8 | 5 - 10 | 6 - 12 | 7 - 14 | |
| $60 Each | Complaints | Complaints | Complaints | Complaints |
| 9 - 12 | 11 - 15 | 13 - 18 | 15 - 21 | |
| $100 Each | Complaints | Complaints | Complaints | Complaints |
| 13 & over | 16 & over | 19 & over | 22 & over |
Source: Item 23 — Receipts (FDD pages 108–413)
What This Means (2025 FDD)
According to Best Western's 2025 Franchise Disclosure Document, the fees associated with customer complaints for a property with 51 to 100 rooms are structured as follows: The first four complaints are free. Complaints 5 through 10 are charged at $30 each. Complaints 11 through 15 are charged at $60 each. Any complaints beyond 15 will incur a charge of $100 each.
This fee structure incentivizes Best Western franchisees to proactively manage and minimize guest complaints. By absorbing the cost of the initial few complaints, Best Western acknowledges that some issues are unavoidable. However, as the number of complaints increases, the financial burden shifts to the franchisee, encouraging them to identify and address the root causes of dissatisfaction. This could involve improving service quality, addressing maintenance issues, or enhancing staff training.
For a prospective Best Western franchisee, understanding this complaint fee structure is crucial for financial planning and operational management. It highlights the importance of investing in customer service and quality control to avoid incurring additional costs. Franchisees should implement systems for tracking and resolving complaints efficiently, as well as proactively seeking feedback from guests to identify areas for improvement. Effective management of guest complaints can not only reduce fees but also enhance the property's reputation and drive customer loyalty.
It's also important to note that Best Western measures the number of complaints in each fiscal year. This means that the complaint count resets annually, and the fee structure starts anew. Additionally, if multiple complaints arise from the same event, such as a sports team or wedding, only one charge will be billed to the hotel, providing some relief in specific situations. Franchisees should familiarize themselves with Best Western's policies regarding complaint handling and resolution to ensure compliance and minimize potential costs.