Complaints

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• Initial Complaint

  Date:06/12/2024

  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.

  I booked a reservation for 6/9-6/11 and extended the stay an extra day, along with a golf cart rental, on the day of our arrival on 6/9. On 6/10, I requested a new set of sheets to replace my current sheet set, as I had spilled some water on them. When I went to change the sheets, I discovered the mattress pad underneath had a large, old urine stain on it. When I removed the mattress pad, the mattress underneath also had large, old urine stains on it, as well as possible blood or feces stains.
  
  We let the front desk know immediately, and the General Manager came up to our rental. We discussed the situation, and the mattress was removed, and the sheets were changed. However, I was still upset & frustrated that I had slept on a bed & mattress pad that were soiled. After some back & forth, she asked what I thought was appropriate, and I let her know a credit would be. She asked if we had any military discounts or promo codes applied to our account, and I let her know we didn’t. She then indicated she would credit our stay. My husband, myself & my oldest son all witnessed this conversation & we were all under the impression that our entire stay would be credited.
  
  When I received the refund amount on 6/10, it was for $129.44. Our stay was $956.03. When I followed up with Kelly on 6/12 to see if this was an error, she indicated that it was her intention to give us a 10% discount, because they don’t give refunds, but she instead credited back the amount of the golf cart charges.
  
  This is not an acceptable resolution.

  Business Response

  Date: 07/01/2024

  from: Kelly Thompson <[email protected]>
  to: "[email protected]" <[email protected]>
  date: Jul 1, 2024, 9:46 AM
  subject: Disputes 21840779-7CB46
  
  Please see all communications between Jellystone of Estes Park, Jellystone Corporate and Lexy Cardonne.  Also attached are staff statements from the events that took place.
  Best,
  Kelly Thompson
  General Manager
  Jellystone of Estes Park
  5495 US HWY 36
  Estes Park, Co 80517
  (970) 586-4230
  

  
  

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  
  I have reviewed the response by the business, and I will state that the "affidavit" signed by housekeeping is factually inaccurate. Dennis wasn't present for that part of our conversation, because he was in the loft putting new sheets on the replaced mattress and checking the other beds for urine (which is why he had the opportunity to speak with my youngest in the first place), and our conversation took place on the front porch, outside the unit. Neither employee who signed the "affidavits" was present for the actual conversation. Additionally, it was very clear where everyone had slept the night before, as our belongings were beside each bed. Sorry, my 10 year old is potty trained! And if Dennis and Kelly are implying we urinated on the mattress, then why wasn't anything wet when they were replaced? We encouraged Kelly to check. Of course the incompetent housekeeper would sign something in Kelly's defense - I'm sure they don't want to lose their job.

  After I placed the initial complaint, Kelly quietly refunded a partial credit, which now totals the amount of the first night we stayed (to the wrong card and didn't include taxes & fees).  Although that is not what was initially promised, I will accept that as resolution. But I want people to know who read this exactly who they are dealing with when they choose to visit this property. Shame on you Kelly. 

  
  Regards,
  
  
  
  Lexy Cardonne