Complaints

This profile includes complaints for Georgetown Mountain Inn's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Georgetown Mountain Inn

  P.O. Box 277 Georgetown, CO 80444

• 

  Georgetown Mountain Inn

  1100 Rose St. Georgetown, CO 80444

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:12/21/2023

  Type:Billing 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.

   
  Better Business Bureau:
  
  

  Although I disagree with the lack of transparency in the hotel's policy; nothing indicating on their website or through emails about any quotable policy the business proprietor relied on, I am satisfied that face-saving actions was upheld and better judgement prevailed.  

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

  Business Response

  Date: 01/24/2024

  We categorically disagree with **************** claim and narrative. He had until Wednesday 4 pm to cancel a Friday 4 pm to Saturday 11 am reservation per our policy. We have never had a guest argue that a Friday night stay is a weekday stay.

  
  There was no proof this guest relied on their interpretation of a weekend stay not including Friday night when making the reservation. Based on their comments, their plans changed on Wednesday night before and they attempted to cancel Thursday morning. They did not become aware of our 48 hours cancellation Policy until then. In our industry, a Friday night is considered a weekend stay. 
  
  
  In addition, this guest emailed our town administrators and accused us of fraudulent business practices in an attempt to trigger a favorable response to their claim. Accusations of such claims constitutes slander and libel in a public forum. 
  
  
  However, we empathize with the guest's inability to pay the cost of holding the reservation for over a month and canceling last minute. We have waived any fees and refunded the guest on 12/25/23 in exchange for not doing any future business with ***************** 
  
  
  We still disagree with the guests claims, but found the situation a waste of time. The guest continued to harass us by email with accusations and threats through out the holidays. 

  Business Response

  Date: 01/24/2024

  Falsely reporting to the **** which is an agency of *****************, is illegal per 18 U.S. Code 287 below:
  

  Whoever makes or presents to any person or officer in the civil, military, or naval service of *****************, or to any department or agency thereof, any claim upon or against *****************, or any department or agency thereof, knowing such claim to be false, fictitious, or fraudulent, shall be imprisoned not more than five years and shall be subject to a fine in the amount provided in this title. (June 25, ****, ch. 645, 62 Stat. 698; Pub. L. *****, ?7, Oct. 27, 1986, 100 Stat. 3169.)

  This guest has a one night reservation for December 22, 2023 from Friday night (4 PM) to Saturday morning (11 AM). He made the reservation on October 14, 2023 and cancelled on December 21, 2023. Friday nights are traditionally considered weekends. Friday night stays are considered weekends. Friday night stays includes stay until Saturday morning, which is also a weekend. This is a complaint about having to pay a valid cancellation fee. The guest's awareness of what constitutes a weekend stay only came into argument when their plans changed too late. 

   

  Business Response

  Date: 01/24/2024

  We disagree with Mr. ******* response.

  Our cancellation policy is sent out by our confirmation email below. It is also posted on our ****** page.

  "Property Cancellation Policy: Cancellations of reservations must be made 24 hours prior to the day of check-in (48 hours ahead for weekends, the Suite, holidays, groups, and special events), or we will charge for the first night at the nightly rate. To avoid this charge please follow this policy if your plans do change."

  This is included in the confirmation email **************** attached to his original complaint.

  We also gave a refund because the guest was harassing us. This was their mistake. They made a big fuss in hopes we would take responsibility for his mistake so he does not have to. We hope that Mr. ******* behavior catches up to him eventually. You can't always cry and blame others for your mistakes. We refunded the amount because we prefer not to do business with this type of behavior. Good riddance.