As a membership organisation, all hotels within BWH Hotels GB are independently owned and operated, however we are always looking to help address any guest 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 Hotels 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 our guests.
If you are currently staying at a BWH Hotels GB Property, please raise any queries regarding your stay directly with the hotel team so they can assist you.
Should you need to raise a complaint or concern following a stay please contact us as soon as possible using the Hotel Feedback form above, providing as much detail as possible about the issue you experienced. Please include the date of your stay, the name of the hotel and any staff members involved.
Following your contact with our Customer Services Team, they will facilitate contact with the Management Team at the property to ensure your feedback is investigated and responded to within a timely manner.
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 one of the above contact forms with full details of your concern.
How long will it take for BWH Hotels 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.
What actions will you take to address my complaint?
BWH Hotels GB take all complaints seriously. All complaints are forwarded to the Management Team at the hotel directly to ensure they can investigate and respond comprehensively.
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 the discretion of the hotel management team.
How do I cancel my reservation?
To cancel or amend your booking, please contact our Reservations Team on 0800 393130, or contact your chosen 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 in your confirmation details. Please familiarise yourself with this to avoid any unnecessary charges.
How do I obtain an invoice?
As all payments 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?
We recommend checking availability using the link provided on Tesco Clubcard Tesco Clubcard Rewards Partner | Best Western Hotels prior to converting your Clubcard points. To make a Tesco Clubcard booking, use the above link to the specific Tesco Clubcard page on our website.
Please note only bookings made through this page will be applicable for Tesco Clubcard Voucher Payments and they cannot be used in conjunction with any other offer or promotion.
I have a voucher; how do I redeem this?
As all BWH Hotels GB 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 BWH Hotels GB website, the vouchers cannot be used to make your booking online, a credit card must be provided as a guarantee. Please contact your chosen hotel directly with your Voucher Code and a member of the team will be happy to assist with your reservation (subject to availability).