Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a formal complaint against Moonstone Mount St Loui due to their unprofessional and unreasonable handling of a refund request following a family tragedy.The week of February 3rd, I purchased a private ski ****** for my four-year-old, scheduled for Saturday at 11 AM. However, on Thursday February 6th 2025, my father-in-law passed away. Given the circumstances, I immediately contacted the resort to cancel the ******, providing over 24 hours' notice.Instead of handling the situation with professionalism and empathy, the resort demanded a death certificate as proof. I provided an obituary from the *************, yet they refused to accept it and declined my refund request. This demand is not only unreasonable but also an invasion of my familys privacy.Under Ontario law, including the Personal Health Information Protection Act (PHIPA) and the Ontario Consumer Protection Act, 2002, there is no legal requirement to provide a death certificate for a refund. The resorts refusal to issue the refund and its insistence on intrusive documentation may constitute an unfair business practice and a violation of consumer rights.I am requesting the BBBs assistance in resolving this matter. I expect an immediate refund without further delay. Additionally, I urge the BBB to review this companys policies regarding consumer rights and privacy.

  Business Response

  Date: 11/03/2025

  Dear Better Business Bureau and Maryam,

  First and foremost, the resort extends its sincere condolences for your loss. **** understands that this is a difficult time for you and your family, and it regrets any additional stress this situation may have caused.

  At Mount St. Louis Moonstone, the goal is to provide exceptional service while maintaining clear and consistent policies that allows the resort, the 2nd largest in the Province of *******, to operate fairly for thousands of guests. Thr private ****** cancellation policy states that refunds are not provided within 24 hours of the scheduled ******. All refund or credit notes are less an administration fee. This policy is in place to ensure fairness and accountability while managing operational logistics, including admin staff and ski school instructor scheduling. *************************************************************************************************** It is clearly posted on the resort website, the purchase landing page for a private ****** and again is reiterated in your order receipt

  MSLM recognizes that providing documentation in a time of grief can be difficult, and a request for a death certificate can feel intrusive. **** requests this type of documentation solely to maintain consistency in ski resort policies and prevent potential misuse. The resort cannot accept the obituary as sufficient proof, and it acknowledges your frustration with this process.

  You received an automated credit note for a future ****** to schedule this season at your convenience less an Administration fee. The resort is fully transparent with its policies and you must agree to them before you can complete your purchase. Attached you will find a copy of these Terms & Conditions in your order, along with a screenshot of the credit note issued automatically by the resort's RFID system. The resort remains open until March 30th 2025 and may due to all the snow that remains actually extend ski and snowboard season past that date! There is lots of season left for you to reschedule.

  Again, modifying policies on a case-by-case basis creates inconsistency, potential bias, and confusion for resort staff and guests. Please accept ****'s condolences to your family. It is our hope that you can appreciate and understand that policies are designed to ensure fairness and equity for all guests, across all scenarios.

  
  Sincerely,
  ***** ***** - General Manager

  Mount St. Louis Moonstone

  Customer Answer

  Date: 11/03/2025

  Complaint: 22938264
  
  I acknowledge your response and appreciate your condolences. However, I must formally express my objection to the request for a personal death certificate, as it constitutes an unreasonable infringement on privacy under Ontarios privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA), which governs the collection and handling of personal information by private organizations.
  The disclosure of a death certificate is highly sensitive and not reasonably necessary to process this request. Under PIPEDAs principles of necessity and proportionality, organizations may only collect personal information if it is demonstrably required for the stated purpose. Given the circumstances, I believe that an alternative form of verificationsuch as an obituary should be sufficient.

  
  I respectfully request that this matter be reconsidered in light of privacy protections and the principles of reasonable accommodation. Please provide an alternative solution that does not require the submission of a private and highly personal document.
  I look forward to your response.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 16/03/2025

  Dear BBB,

  There is no requirement for a death certificate, a credit note was issued as per the terms and conditions agreed to by the customer before they could complete their purchase.

  The resort considers this matter resolved.