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:07/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Upon arrival at Elevations Hotel and Spa on June 30, 2023, I was given a copy of what my bill would be for 2 nights. There is no resort fee listed. I noticed the parking fee of $30 per night had been added. I questioned the fee and was told that it was listed on the confirmation. I did not receive my confirmation listing the fee until 5:58 am on June 30, my day of arrival. It was too late to cancel the reservation without still paying for the room. I was told that it was a problem that they were working on. At check out on July 2, the manager told me that the parking fee could not be removed, but she would remove the resort fee. (There was no resort fee when I checked in.) She said the final bill would reflect about $63 removed from the $585.20 on the June 30 bill. I called on July 3 and was told to leave a message and someone would call me back. No one called. I called again on or about July 6 to explain to a manager the dates and billing. She did not comprehend the differences in the bills when I checked in and the duplicate bill I received when checking out without the $63 removed. Each time I attempted to give her specific dates, she loudly spoke over me as if she was reading a script. I asked to speak to a higher authority, she said there was no one else I could speak to. I offered several options to remedy the situation. She refused all and continued speaking over me. A different issue-I left a shirt and windbreaker in the closet when checked out. I called before checkout time to request that they hold it for me. I was assured someone would be sent up immediately and that I could pick them up. I called back again on July 3 and 6 requesting an email as to where to pick up the items. Each time I was assured ***** Services would take care of it. I have never received any information.Attached is the original confirmation (Itinerary), the confirmation sent at 5:58am on June 30 showing a parking fee, the bill I received upon checking in on June 30 without a resort fee, the price of my windbreaker ($20) and shirt ($29.98).

  Business Response

  Date: 07/30/2023

  Hello, and thank you for brining this to our attention.  We apologize for any confusion around this reservation and would like to make it right with the guest.  We have looked into the complaint and have taken the side of the guest and refunded the requested amount for the parking fees and lost items.  While it is not in our hotel policy to refund items that a guest has lost or misplaced, in good faith we have reimbursed the guest for these lost items.  You can see the refund in the attached guest folio.  

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Complaint Details:I am a self employed artist, ******** resident, and participant in the ******** ******************* Art ****** (CCI).March 20, 2023 - Reserved a room at The Elevations Resort and Spa (CCI ****** Hotel) using the provided CCI ****** Hotel/Event Code for favorable pricing.May 2, 2023 - Sent hotel email with specific questions early check in May 27, 2023 - Called hotel and discussed as follows: 1) early check in parameters, 2) possible additional day, 3) ******** Residents Discount, 4) CCI Hotel Benefits The Elevations Resort and Spa website requirements for discount as follows ******** locals save up to 20% on lodging. Just show your ID at check-in. Must have a valid ******** Driver's License. Blackout dates apply. May 31, 2023 - Checked into The Elevations Resort and Spa.The Elevations Resort and Spa refused to honor any ******** Locals Discount citing a policy regarding discounts already applied and a cancellation policy, and difficulty refunding. The only discount or benefit received using the CCI ****** Hotel Code is for reduced daily parking. $10.00 instead of $30.00. No other discounts or benefits Published ******** Local Discount daily base room rates at the Elevations Resort and Spa using their website for the same dates were $139.00, instead of the CCI daily base room rate of $299.00 and $319.00 for the last day. These are base rates not including tax or fees. We twice reminded the front desk of the phone conversation on May, 27, 2023 date regarding the 4 subjects discussed, the email sent that was not responded to, and provided their own website language detailing the criteria for a ******** Locals Discount. We were advised this was not the first time they have been made aware of the language on the website, and other people had previously had this issue. Our request to speak with a manager was refused twice. Nor did management contact us during our stay.

  Business Response

  Date: 06/08/2023

  ***** made a reservation on 3.20.23 and did not book their reservation under the group block rate code with group pricing of $129 plus taxes and fees, instead booked a transient package on our website for $299/night plus taxes and discounted fees.
  
  Because the guest booked a transient rate on our website, the hotel was unaware this guest was part of the group.  On 6.5.23, we spoke to the Group Leader who advised she was in fact an attendee and our team immediately adjusted the rate accordingly, while refunding the difference from their original reservation ($699.14) back to the card on file. 
  
  Guest has been followed up with by the General Manager and advised to check her bank statement for these creditsunderstanding it can take 3-5 business days to be reflected.

  Customer Answer

  Date: 06/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************