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Business Profile

Motels

Emerald Bay Lodge

This business is NOT BBB Accredited.

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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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Complaint type

  • Initial Complaint

    Date:04/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We booked this place on hotels.com for a two-night stay April *****. We booked the place in a rush and didnt read all the reviews but saw that it was rated as a 3.5 star hotel with a Good average rating on hotels.com, which turned out to be super inaccurate. After a long drive on Friday 04/14, we arrived at the hotel to check in at 1:30am (within the acceptable check-in window as advertised by the hotel), but there was no one at the front desk. We called the hotel and they directed us to another hotel room where a guest who lives at the hotel would come out to give us the key. On the phone, the hotel told us that it would be a female who would give us the key, but it turned out to be a man and woman (who we overhead fighting before we knocked on their door). The whole check-in process felt unprofessional and unsafe. Upon entering the room, we realized that it was unacceptable, but there was no manager at the hotel to make it right. Our room smelled strongly of urine/mold/water damage, the bed sheets had dirt and a spider in them, the towels were stained, and the walls had holes in them. The horrible smell of the room made it hard to sleep. We had booked the place for 2 nights and wouldnt have stayed at this place at all after seeing it. However, at 1:30am, we didnt want to find another place to crash (although we did consider sleeping in our car instead of staying in the room). We left the room at 7am to head to the slopes, relieved to be gone from this horrible place. When we told hotels.com about our experience, they contacted the hotel to request a refund for the second night that we didn't stay at the hotel. Without any surprise, the hotel declined the refund request. The hotel did not want to resolve the situation and continues to be misleading on their webpage (the photos on their site show renovated, modern rooms) and with their reports to hotel sites (hotels.com gives them a 3.5 star hotel rating instead of a more appropriate 1 star rating).

Emerald Bay Lodge is NOT a BBB Accredited Business.

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