What is the threshold for guest complaints at a Best Western property that would be considered a violation of Best Western rules?

According to Best Western's 2025 Franchise Disclosure Document, Best Western monitors each property on a rolling 12-month basis to ensure compliance with maximizing guest satisfaction and minimizing guest complaints. A Best Western property will be in violation of Best Western rules if it receives more than 1.7 guest complaints for every 10 rooms during that monitoring period. This means the ratio of complaints to rooms must not exceed 0.17. This rule was effective as of January 7, 2007.

Best Western measures the number of complaints in each fiscal year. However, if a complaint relates to billing, a matter beyond the property's control such as a power outage, or a property policy such as no children in the fitness center, the guest may be advised that the complaint will be investigated. In these cases, the property must acknowledge the complaint within two business days and resolve it within seven calendar days. A copy of the written response and resolution must be sent to the Office of Customer Service at Best Western Headquarters.

It is important to note that if multiple customer service complaints are received for the same event, such as sports teams or weddings, only one charge will be billed to the hotel. This suggests that Best Western aims to address the root cause of complaints and work with franchisees to improve service and guest satisfaction. Best Western also expects its hotel staff to give prompt and courteous attention to any guest concern. When complaints are received at Best Western Headquarters regarding a specific property, if the complaint relates to accommodations or service, Best Western Headquarters has the authority to resolve the matter upon the first contact. In such cases, a record of the complaint and resolution will be forwarded to the hotel, and the hotel will be charged a fee according to a schedule not provided in the excerpt.

Best Western also has a program in place for properties with over 200 rooms. In increments of 50 additional rooms over 200, properties will receive one additional free complaint, one additional $30 complaint, and one additional $60 complaint. This program is separate and distinct from first contact resolution regarding accommodations and service as defined in Rules and Regulations 500.35. The Best Western Board of Directors has the authority to amend the BWR Elite Program.