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:01/25/2023

  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.

  My friend (****** *****) and I and booked services at this salon for the date of January 14th 2023 (never received a confirmation email). Unfortunately, due to unforeseen circumstances of me coming down with COVID, we were no longer able to fly from MN to Colorado to utilize the spa services. I called and left a voicemail (called multiple times, no one answered) once i was officially diagnosed and let them know. The spa calls on the morning of January 14th letting us know that we will be charged in full for the intended services which was $840. We reminded them we left a voicemail regarding the circumstances and the Spa manager Richel K**** asked us to send proof of the COVID test in which we did. She then would not accept the COVID test result. We asked for a copy of the cancellation policy as it is posted nowhere on their website and we were never sent a confirmation email with the information. Richel would not send the cancellation policy and stopped responding meanwhile we remain charged the $840. We were able to receive cooperation from the airline and the hotel. I do not think it's ethical to charge a customer for unused services based on circumstances outside anyone's control when there was no communication provided surrounding a policy of the potential of being charged for unused services and essentially a refusal to provide a policy surrounding this process. $840 is a lot of money for a business to practice in this manner

  Business Response

  Date: 01/25/2023

  We are more than happy to refund the full amount due to the fact we failed to send out a confirmation with our cancellation policy. 

  Business Response

  Date: 01/26/2023

  Hello,
  
  I would like to amend our position on complaint #********. Upon further investigation we have found that we did confirm the reservations with the client the day prior to their services. The clients were contacted 24 hours in advance on 1/13/2023 to confirm their appointments for 1/14/2023. At that time, they could have cancelled penalty free, but they confirmed both appointments instead. The attached screen shots from our reservation’s software confirms this occurred with both Mrs. ***** and her guest Mrs. *****.
  
  Paul L******* • Director of Rooms
  Sonnenalp Hotel • Vail, Colorado
  

  Customer Answer

  Date: 01/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ****** *****

  
  

  I believe the issue here is (in which we talked to Richel about this) COVID was not confirmed until AFTER that confirmation call when a test was taken prior to our flight taking place that late afternoon. She asked for the COVID test, we provided it and then she just decided not to accept it? I suppose i should ask a well- what is the COVID policy? this is also not provided anywhere on their website or to their customers. The issue here as well is that we never received a confirmation email with the cancellation policy, cancelation policy was not discussed over the phone and cancellation policy was not provided when we requested this from Richel. It can almost be assumed there was a refusal to send cancellation policy by Richel since she just decided to stop responding when we asked for it?  This circumstance was out of our control, cancellation policy surrounding being charged full amount for not being able to attend the appointment was never provided, discussed or sent prior to appointment. It is unethical for a business implement a policy that was never provided to a customer and is not provided anywhere on their website as in operating this way, it just looks like we were charged out of spite. There is just no information anywhere on policies such as the above and they do not provide the information to their customers directly, this is not okay. We want reimbursement for the full $840 and for this business to take accountability and attempt to improve current practice by providing such policies on their website and ensure they are provided to their customers. 

  
  

  Thank you,

  ****** 

  Business Response

  Date: 01/26/2023

  We are fine to re-imburse the full amount and this should be reflected on your statement within 24 hours. We appreciate the feedback and apologize. 

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. 

  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair 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.

  Dear BBB, I am filing a complaint on Sonnenalp Vail resort in Vail Colorado, my confirmation number and price I paid is below. This hotel has very misleading business practises. They never advised me to prior to booking that there entire resort pool and amentites would be closed for a wedding, I never got to use any of the resort facilities. The general manager then called my phone 19 times and told me to go find a new hotel to move to. they never offered any refund, never moved me to a new room or came to my room to look at my concerns. I am requesting a full refund back to my credit card
  
  Price
  1,800.12
  Confirmation Number
  **********

  Business Response

  Date: 08/25/2022

  RE: Case # ********
  
  Dear Clay:
  
  
  Please find my response regarding the dispute of Mrs. ****** ******** below:
  
   
  
  -              The booking was made online on July 28, one day prior to her arrival on July 29. Due to the online booking and timing we were not able to perform a pre-arrival call to inform the guest of our four hour pool closure on Saturday July 30. However the guest was informed at check in about this situation.
  
   
  
  -              None of our hotel amenities were closed – besides the pool for 4 hours on Saturday. Furthermore, the guest went to the pool on Friday and enjoyed it and had drinks at the pool bar.  I explained to her that aside from the pool closure for this 4 hour window all of our amenities were open and nothing additional is restricted by the wedding party.  Furthermore, it was periodically raining and overcast for much of the day on Saturday resulting in unfavorable conditions to enjoy the outdoor pool and sun loungers. 
  
   
  
  -              The guest was as well complaining about noise. We had a full hotel this night and did not have a single noise complaint from another guest. We offered the ******** party a room move twice – on Friday from the FO Manager and on Saturday by myself. She declined both times, yet continued to complain about noise and not having the opportunity to use ANY of our amenities, which is false and not accurate.
  
   
  
  -              She also stated in her continued emails that she saw mold, asbestos and rats running around which is completely false.  She was actually staying in a room that had recently been renovated and is in immaculate condition.
  
   
  
  -              During my telephone conversation with the guest she mentioned over and over again that she would have booked the FS next door – as they are not allowing pool closures.  After I could not convince her to try any of the solutions offered (the only solution she wanted was a full refund as stated verbally and in emails to me multiple times), I at that point offered to assist her in relocating to the FS – we would help with the reservation and packing and we would not charge her for the last night. 
  
   
  
  -              I called the guest several times – but I was not able to reach her. When I called her number the phone did not connect. I never got a ring tone. Once I got through – I left her a message to please call me.
  
   
  
  -              We refunded the guest one night in amount of $834.38 due to the brief pool closure which is more than fair given the fact that every aspect of the hotel and the amenities were available to her at every point other than the outdoor pool area during that 4 hour window, which as I stated previously ended up being rainy and overcast.
  
   
  
  Please feel free to contact me further for any additional information you might need.
  
   
  
  Sincerely Yours,
  
   
  
  Stefan S*****

  Customer Answer

  Date: 08/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:   The pool was actually closed for 8 hours on Saturday as after the 4 hour wedding it took the resort 4 hours to clean up the chairs and tables outsiide from the wedding.   The weather only rained for 1 hour that day and was sunny and nice the rest of the day.  I am partially disabled and moving to another hotel and repacking was not a option.  Plus the manager called me 11 times in 1 day which is excessive.  I am requesting the 2nd night refunded
  
  
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 08/25/2022

  Our previous response already detailed our view on this
  situation. We refunded the guest one night in the amount of $834.38 due to the
  brief pool closure which is more than fair. The hotel will not give any
  additional compensation.
  
  

  Customer Answer

  Date: 08/26/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:      Per the city code inspector of Colorado they did a inspection of the hotel and did find mold and other issues and said I am due a refund after there inspection
  
  
  
  Regards,
  
  
  
  ****** ********