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Business Profile

Resort

The Lodge at Breckenridge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:12/13/2024

    Type:Billing Issues
    Status:
    Resolved
    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 am writing to file a formal complaint regarding this hotel's handling of a billing issue and subsequent threats to involve authorities despite their own negligence in billing procedures.I checked in and was surprised that they did not request or take a card on file at check-in, which is standard industry practice. It was never communicated to me that there would be outstanding charges or that a card was needed on file at the time of check in. This oversight left their billing process disorganized and contributed to the current issue.Upon check-out, I was notified of an outstanding balance, which at the time I could not respond due to travel in unsafe conditions. After this, the hotel failed to follow up beyond the day of check-out. No additional communications or reminders were sent to me about the outstanding balance after this point, although they claim they have sent multiple follow **** I was later shocked to receive threats from the hotel, stating that they would involve the authorities for non-payment. This was both distressing and unnecessary, especially considering that their lack of proper billing practices and follow-up.I am a responsible individual and had no intention of evading payment. However, the hotel's approach to this matter has been unprofessional and intimidating. Their failure to secure a payment method at check-in and lack of proper follow-up communication reflect poor business practices.I request the following resolutions:A written apology from the hotel for their threats and mishandling of this situation.Clear documentation of any outstanding balance and payment without threats or legal escalation.Assurance that they will implement better billing procedures to prevent such situations in the future.I am disappointed in how this situation was handled and hope this complaint helps encourage them to adopt more professional and customer-friendly practices. Thank you for your assistance.

    Business Response

    Date: 12/18/2024

    Dear Mr. *********** am deeply sorry that this whole situation occurred. I do agree that the agent checking you in should have stated what any other extra costs were for.  We have hired some new agents for the winter, and we will review with them the practice that they should be following as to the information that is given at check-in. It is our policy to review all remaining payments with guest and to obtain that credit card at check-in and it is obvious that process was not followed. We were EXTREMELY disappointed to hear that the acting supervisor sent such an unprofessional message to you. I would like to assure you that myself as the General Manager and ******* our Assistant General Manager would have never sent such a message. We sincerely apologize for the manner in which this was addressed. We understand that your intent of this reporting is not to obtain a refund, however we would like to extend to you a full refund of the Resort and Pet Fees. Please allow for 5-7 business days for that to show to your account. You should have never been put in this situation and we have taken the steps to ensure that our staff properly handles any similar scenarios in the future.  I cannot apologize enough for the experience you encountered, and we do hope that you can accept our apology and consider staying with us in the future.

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

    Rhonda ******
    General Manager
    CHA Certified

    The Lodge at Breckenridge
    Physical: ****************** | Mailing:  PO Box 1078 |  Breckenridge, CO 80424
    Direct:  ****************** | Central Reservations: ************** | Fax:  ************
    Website:  *******************************

    Customer Answer

    Date: 01/10/2025

    Hi - I am satisfied with my resolution from the lodge . They did more than enough to rectify and appreciate them reaching out directly. Can you please update this case to reflect that?

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