Woman Splurges On Best Western In Miami Beach, But Realizes What A Scam ‘Resort-Fee’ Is When They Don’t Do A Single Thing She Paid For

These days, it feels like it’s near-impossible to find a cheap hotel.

According to the Washington Post, citing data from CoStar, the average nightly rate for an American hotel increased from $131.56 in 2019 to $160.49 in 2025. Now, if you’re trying to get a hotel in a city like Boston or New York, you’re going to pay an average of $224.24 or $333.81 per night, respectively.

Making matters worse is the fact that high prices don’t always translate to better experiences. Guests have reported that basic amenities provided in the room now come at a cost—and if you even make the mistake of opening the minibar, you could incur a charge.

Now, a user on TikTok is calling out Best Western after saying that she was charged a resort fee, but not provided with resort-level service—or, for that matter, any service at all.

What Happened During This Stay At Best Western?

In a video with over 599,000 views, TikTok user Lillian Phan (@lillianphan) says she checked into a Best Western hotel in Miami a day prior. Her experience, she says, has been miserable.

To start, she claims that the air conditioning did not work in the hotel. She claims that the staff only informed her of this after she checked in; the A/C only began working at 8 pm on the day she checked in.

Despite paying the hotel’s significant prices and a resort fee in order to have the best experience for her and her four children, Phan says she did not receive basic services from the hotel.

“I ain’t received no service in my room. None,” she declares. “My floor ain’t swept, beds ain’t made, no new towels, nothing.”

“Best Western, you need to refund me all my motherf—– money. This s— is not OK,” Phan adds. “This is ghetto, and I’m on Miami Beach. You think because you spend a little bit more money, you’d get a little bit better service? Apparently not. No services received all day.”

She Confronts The Front Desk

Noting these issues, Phan approached the front desk, recording the interaction.

Once the staff member notices that Phan is recording, they ask her, “Do you feel better now?”

“I’ll feel better once I receive some services and once I get my floor swept,” Phan responds.

The consequent conversation is largely unproductive. Phan says she has not received services and that she was told she would get a refund, only for that promise to be rescinded. When Phan asks if her room will be cleaned—and questions why it was not cleaned that day—she is told that the cleaning staff does not operate after 5 pm and that her room will remain uncleaned until the following day.

“Don’t book with Best Western,” she concludes. “I just asked people in the elevator if they’ve received services today. They’ve received services today…Why am I not getting services? Why didn’t I get told that the AC didn’t work before I checked in? Please make it make sense.”

Other Best Western Complaints

On TripAdvisor, the Best Western Plus Atlantic Beach Resort in Miami Beach, Florida, has a middling rating of 3.2 out of 5. This is the only Best Western hotel in the area that matches the video and Phan’s description.

Additionally, some reviewers have similar complaints to Phan. In one review from October 2025, a user complained that the air conditioning did not work and that fixes for the issue were subject to multiple delays. Others have complained about old, dirty rooms and lackluster or absent housecleaning services.

In at least one case, a user claimed they had issues getting their deposit refunded owing to misinformation regarding parking.

What Are Resort Fees Supposed To Pay For?

Seeing issues like these, one might wonder where their resort fee money goes.

At the time of writing, the resort fee for this hotel is $30 per night. Per the location’s website, this fee pays for two chairs and an umbrella on the beach every day (subject to availability due to wind conditions), two pool and beach towels, the ability to print your airline boarding pass for free,  24-hour access to the fitness center, and “1 voucher for a 10% off any of the F&B outlets of the hotel.”

While some may feel this pricing structure is deceptive, it’s legally protected in the United States. The FTC specifically cites resort fees as a “mandatory fee and charge” that is allowed to be charged to customers. That said, the agency notes that they must be included in the final price.

Commenters Are Upset

In the comments section, users were angry on Phan’s behalf.

“Email corporate IMMEDIATELY,” a user wrote. “Soo sorry you had to deal with this.”

“The fact they told you the ac wasnt working AFTER YOU WERE CHECKED IN, is insane,” another added.

Some said that the front desk staff was not honest.

“Mind you I’ve worked at MANY hotels and every front desk agent is trained in housekeeping and yes I’ve worked at a best western,” stated a commenter. “They are always trained in it and even if they weren’t anybody can hand a person towels and sweep up some dust or chip crumbs.”

“I work at the front desk of a hotel. All staff should/are cross trained. It is everyone’s responsibility to maintain the upkeep of the hotel,” another echoed. “If housekeeping is gone, there should be a lobby attendant scheduled. If not, then it is absolutely front desks job to service the room ESPECIALLY if there are two of them.”

BroBible reached out to Best Western via email, Best Western Plus Atlantic Beach Resort via email, and Phan via email and Instagram direct message.