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Business Profile

Hospitality

Indian Wells Resort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospitality.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I was charged $209.58 for resort fee and parking
    No where on their website or Priceline website does it say there is a resort fee and parking fee
    When I checked in, they never told me about any fees. The credit card I use at check in is only for incidental
    This is deceptive and fraudulent

    Business Response

    Date: 04/06/2023

    Please see the attached file.  None of our charges are "hidden charges".  We have them clearly posted on every website including our own.  Also, it is on the registration card as well.  Which was signed and initialed. And if a guest does not agree with the charges, we will let them cancel right there at the front desk with no charge. 
    Thank you very much.
    ***** *******
    Controller 

    Customer Answer

    Date: 04/06/2023

     I am rejecting this response because:I signed hotel registration like normal as to all hotels 
    If a hotel have parking charges or any other charges they will let you know advise you of such, not surprised you with a charge
    All hotel tell guest up front of charges 
    Checking into a hotel should not be this difficult 
    Are you trying to tell me I need to be a lawyer to check into your hotel 
    No where on your website or Priceline website does it say anything about resort fees or parking fees 
    If I have that information in advance I’ll never in a million years stay at your establishment




    Business Response

    Date: 04/07/2023

    This is why I sent the attached documentation showing that we do not hide the fees at all. They are clearly posted on all websites.  Since you have an issue with Priceline not showing the fees as you say, then contact Priceline for the complaint.  If you do not stay here again, that is ok.  We have thousands of guests every year and we get less than 5 complaints a year regarding fees.  Once again. No fees are hidden. 
    ***** ******* Controller

Indian Wells Resort is NOT a BBB Accredited Business.

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