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Business Profile

Ski Resorts

Winter Park Mountain Lodge

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ski Resorts.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:07/18/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 stayed there on Friday 7/14 checked in at 9:30 PM and checked out the next morning at 7/15 around 11am. While walking to our room we immediately noticed the whole hallway smelled like marijuana smoke. During our stay my son's bed didn't have a sheet covering the bed, the bathroom didn't have towels or wash clothes. when I went to get some towels from the front desk in the morning, I was told they would have them ready at 1:30pm, however checkout is at 11. We ended up getting a couple of 1/2 size towels just so we could dry off somehow.

    But that is not where the real problem occurred. After we left my card was charged extra $278 in charges. when I called to asks what the charges were. I was told I was being charged a SMOKING FEE. I do not smoke anything of any kind. when I told them this was false, they told me a manager verified the smoke smell and they cannot reverse the charge, only a manager can reverse the charge and she won't be back until Wednesday. then he proceeded to tell me he has only work there a month and has never see manage reverse the charge. I found that statement very interesting. An employee who has only worked there one month has been confronted with this situation before. that means I am not the only person this has happened to, which means more people have complained about this happing to them. It feels like a scam they a pulling on people to make more money.

    at the end of the phone called I asked him for the name of the manager so could call back on Wednesday to attempt to get my money back. He would not give me her name and then when asked why he wouldn't give me her name he said because there are two of them. So, then I asked if both of them were off until Wednesday and he didn't give me a reply, so I asked for both of their names. Again not wanting to give a name he final told me a name to hopefully a manager to talk to on wednesday

    Customer Answer

    Date: 07/18/2023

    from: 'jason barnes' via Dispute Resolution <[email protected]>
    reply-to: jason barnes <[email protected]>
    to: Better Business Bureau <[email protected]>
    date: Jul 18, 2023, 10:57 AM
    subject: Re: You have a New Message from BBB Regarding Complaint #20334871

    I received a call from the company yesterday and the complaint has been resolved 
    Jason Barnes
    720-254-5016

Winter Park Mountain Lodge is NOT a BBB Accredited Business.

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