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:09/27/2024

  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 hotel room at 3 Peaks Lodge while I was photographing two weddings in ******** for the night between the two weddings but was not given access to my room that night and had to find another hotel. I made a reservation for the night of 7/20/2024 and received the confirmation email with Confirmation #************* for a total of $153.96 with tax paid.The wedding ran a little late so I called 3 Peaks Lodge to let them know I would arrive a little later and wanted to ensure I had room access (this call was during their business hours). No one answered the call and no one returned my call. When I arrived at the hotel that evening, no one was at the desk so I called the number displayed at the front desk for assistance - no one answered after many calls. Another sign on the desk said "Check in time is anytime after 4 p.m." Additionally, there were envelopes with names on them laid out on the counter (my guess is these were for late check in guests). My name was not on any of the envelopes. I then realized I would have to find another room for the night as no staff was available on site or via the assistance phone number.I then called 3 Peaks Lodge around 10 times over the following weeks including yesterday and tried emailing the email on their website, ******************************* I never received a reply via email. I did speak to staff on 2-3 occasions and the last time they spoke with me they told me they spoke with their manager and the manager would be approving a refund for me and they confirmed they had my correct credit card on file that I used and read off the last 4 digits so I confirmed with the staff this was correct. They said the refund would be processed that day - this was about 3 weeks ago. I have checked my bank records repeatedly and never received the refund. I am requesting the BBB's assistance to collect the full refund of $153.96. I also wasted around 2 hours of drive time and gas plus numerous calls to find another hotel room.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair 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.

  On September 23, 2024, my boyfriend booked a room at this Lodge for $113.34 with my credit card about half an hour before we arrived to the hotel. We got to the place and an employee wasnt around to check us in/ give us a key. We tried calling the number on the desk that was left to no avail, it went to voicemail just about every time and the voicemail box was full so we were unable to leave a message. After waiting about ten minutes someone came in that is currently living there complaining about his key not working. He said he called the owner about 45 minutes before and the owner said someone would be there in an hour. So we waited the ************************************************************************************ We were there over an hour before deciding to leave and find something new, we were traveling all day and extremely tired and getting hungry at this point. Ive tried calling today to get my refund for a room I never used, my boyfriend has emailed them asking for the refund, and we even went there during front desk hours and still no ones there. Please let me know what is able to be done about this, and hopefully stop this from happening to others.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair 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.

  We have been out of electricity since the night of november 10 2023. It is currently november 11. I have tried contacting the establishment via their listed phone number as well as the email listed on their website. there is no one at the front desk. we lose power almost every day that we have been here but never for this long. we have so much havoc getting basic essentials such as towels or sheets because no one is ever on duty or answers the phone. we’ve had issues with broken sinks and broken toilets and it takes DAYS to get resolved.