BWH Hotel Group Customer Feedback

Welcome to the BWH Hotel Group GB feedback page.

As a membership organisation, all hotels within BWH Hotel Group are independently owned and operated, however we are always looking to help address any guests concerns and take all complaints seriously.

Our goal is to ensure that you have a pleasant and comfortable stay at our hotels, and we are committed to providing the highest level of customer service from the point of booking right through to completing your stay at one of our wonderfully diverse and unique independent properties.

At BWH Hotel Group GB, we value your feedback and appreciate your honesty. This helps us identify areas for improvement and ensure we continue to deliver the highest quality service to all of our guests.

If you are currently staying at a Best Western Hotel, please raise any queries regarding your stay directly with the hotel team so they are able to assist you.

Should you need to raise a complaint or concern following a stay, please contact us as soon as possible using the BW Great Britain Feedback form below, providing as much detail as possible about the issue you experienced, including the date of your stay, the name of the hotel, and any staff members involved.

For hotels outside of Great Britain please submit your feedback using the International Hotel Feedback Form by clicking here.

Following your contact with our Customer Experience Team, they will facilitate contact with the Management Teams at each property to ensure your feedback is investigated and responded to within a timely manner.

Hotel Reservations / Rewards: 0800 393130 (Freephone)

Group Reservations: 01904 809206

Meetings And Venues: 01904 809205


Q. How do I submit a complaint to the hotel?

If you are currently staying at the hotel please speak directly to the hotel team, alternatively please fill out the one of our contact forms above with full details of your concern.

Q. How long will it take for Best Western GB to respond to my complaint?

Our mailbox is regularly monitored Monday to Friday during normal business hours and we will aim to respond within 7 working days.

Q. What actions will the hotel take to address my complaint?

BWH Hotel Group take all complaints seriously, all complaints are forwarded to the Management Teams at the hotel directly to ensure they are able to investigate and respond comprehensively.

Q. Can I request a refund or compensation for the issues I experienced during my stay?

Due to the independent nature of our hotels, any compensation or refunds provided to a guest when handling a complaint directly is ultimately at their discretion.

General questions or enquiries

How do I cancel my reservation?

To cancel or amend your booking, please contact our Reservation’s Team on: 0800 393130 or the hotel directly.

Will I be charged if I forget to cancel my room reservation?

Yes. Reservations must be cancelled in accordance with the cancellation policy outlined on the rate you have booked, this is clearly displayed at the time of booking and on your confirmation. Please familiarise yourself with this to avoid any unnecessary charges.

How do I obtain an invoice?

As all payment’s are processed by the individual hotel, please contact them directly for any billing enquiries or to obtain an invoice.

How do I make a booking using the Tesco Clubcard Promotion?

How do I make a booking using the Tesco Clubcard Promotion?

To make a Tesco Clubcard booking, you will need to follow the link provided by Tesco Clubcard, Tesco Clubcard Rewards Partner | Best Western Hotels to the specific Tesco Clubcard page on our website. We recommend checking availability using this link prior to converting your Clubcard points. Please note Only bookings made through this page will be applicable for Tesco Clubcard Voucher Payments.

I have a voucher; how do I redeem this.

As all Best Western Hotels are privately and individually owned, they can decide to sign up to specific voucher deals with third party companies, such as ‘Buy a Gift’, ‘Wowcher’, ‘Groupon’ and ‘Red Letter Days’. These stays would need to be booked either with the hotel directly or with the specific company the voucher was purchased through.

If you have a Gifted Voucher purchased through the Best Western website, unfortunately the vouchers cannot be used to make your booking online, a credit card must be provided as a guarantee. Please present your voucher on check in at your hotel and they will redeem the value towards your stay.

GB Head Office

Best Western Hotels Great Britain
Central Office
Consort House
Amy Johnson Way
Clifton Moor
York YO30 4GP

Your personal data
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We will only share your data with Best Western suppliers working on our behalf.

For further details on how your data is used and stored please see our privacy policy.