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:10/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Misleading and deceptive sales practices.The hotel website uses a timer countdown to create pressure, very carefully hidden warnings, and a default setting that pushes customers to a non refundable/ no cancellation rate.Ive called for a couple of weeks and the manager will not return my calls or speak with me. Ive emailed him. Ive called the corporate #. And am only asking for a refund for the reservation that is 4 months from now that my family cannot make for personal reasons.I can provide more details and screen shots but I was completely unaware and felt pressured to lock in my rate when the page defaults to no cancellation. Its scary that my parents or other elderly people would encounter a site like ******* not asking for anything other than the ability to cancel and get refunded while the hotel still has ample time to rebook.This is a trap and I admit I fell for it, but I think its fair to ask for a refund 4 months out.

• Initial Complaint

  Date:03/26/2024

  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.

  I have left one voicemail weeks/months ago and tried calling on 3 other occasions without answer and full voicemail box. I have sent 2 emails to the property without response.
  
  I called Hotels.com/Expedia and have received no resolution on Case 181911581.
  
  I stayed at this property on January 28, 2024 for one night. I prepaid via Hotels.com/Expedia using OneKey rewards for $204.83.
  
  The property then again has double charged me upon checkout for $180.71 claiming they did not get paid by Hotels.com/Expedia.

  Customer Answer

  Date: 04/22/2024

  Hello - any response from the business? They will not answer my phone calls, voicemails, or emails.

  Business Response

  Date: 04/22/2024

  Issue has been rectified.  Issue occurred due to 3rd party OTA mistake when creating the reservation.  To rectify, we refunded Scott Lampe and took the loss of revenue.  I have attached the folio to this email.

  For the record, I did not receive a message from the guest.  Nor did I receive an email nor did the 3rd party OTA ever reach out on behalf of the guest.  I am happy to rectify the billing issue, however, poor attempts to contact the property by the guest and the 3rd party Expedia.

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I booked a stay at Cambria hotel copper mountain for 3 nights (website does not list this address at 670 copper rd, Frisco, CO) . After 2 nights I realized there was a blood stain on the bottom layer of sheets that had been there and gone unnoticed because I hadn’t used the bottom sheet when I was warmer. I told the hotel staff at the front desk and they first said the mattress cover was stained and it can’t come off. I told them this is not acceptable because it’s unsanitary. The manager Jonathan explained that the reason I was seeing this is because the cover that was supposed to be on top of the mattress cover wasn’t there. This means I was exposed to these germs for 2 nights. I asked for a refund for the 2 nights and would pay the 3rd since they replaced the sheets. He said I would have to go through hotels.com, the third party I used. I contacted them and they confirmed the hotel has to initiate any refunds. After saying he would give me one night free of charge, he back tracked and told hotels.com that he would not be giving me a refund. I am concerned for what I have been exposed to and the sanitation procedures at this hotel considering the sheets were not even changed from the last person. I was told by Jonathan that he’s in first aid and blood can’t cause harm once it’s dried up. Regardless this is not the point. I would expect the hotel room I stay in is cleaned between each customer. He never even apologized for the situation. I am looking to get a refund for the 2 nights I stayed at the hotel with someone else’s blood stain on the sheets. At the very least the business should be willing to give what they promised for one night free, but really should be both. I have attached the image of the dirty stained sheets before they were replaced.