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:12/05/2024

  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.

  My friend and I stayed at the hotel on 11/23 and 11/24. I noticed the bedsheets were dirty and started to get itchy hands while there. I don't like to complain, so I said nothing about the sheets and attributed the hands to dry/cold weather. My hands continued to get drier and more itchy. I arrived in ******* a few days later with hotter and more humid weather, but it got worse instead of better. The itch was unbearable, and I developed a rash. I sought medical treatment on 11/28 and was diagnosed with scabies and treated. I still have marks on my hands from the rash. It is typical for scabies to take a few days to develop.I emailed the hotel on the day I sought treatment and understood what happened (11/28) with pictures and information. I requested a refund request. I did not receive a response, so I emailed HotWire (we booked through them) on 12/2 but did not receive a response. I messaged HotWire through their online chat on 12/5, and they said they could not do anything to help except a 25$ credit to use with HotWire. They contacted the hotel by phone who refused to issue a refund. The hotel is not seeming willing to contact me directly. For a contagious condition like scabies, I would expect them to respond and acknowledge that they are taking steps to address the issue to avoid contagion. I uploaded photos of my hands, the prescription, and our reservation information.

• Initial Complaint

  Date:04/29/2024

  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.

  We made reservations for Nicky's Resort for April 27-28,2024. Unfortunately, due to the adverse weather conditions on the pass we decided it was best to cancel. We cancelled 24 hours ahead of schedule but they would not issue a refund.
  Reservation # MBE-98332

  Business Response

  Date: 05/30/2024

  Hello, our policy is clearly stated on our website, and they also receive an email confirmation that also states our cancellation policy. The guest cancelled the day before their arrival due to weather conditions. All roads were clear and open. We had 12 arrivals that day and no cancellations. We offered the guest to change to a later date or a credit for another time. Our customer service representative said the guest didn't like what we had to offer and hung up on them. We would love to have the guest return; our offer is still valid for a date change or a credit for another time.