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:09/03/2024

  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.

  I received a call from the lodge to confirm that I was going to arrive August 30, 2024. I told them that I was 30 minutes away and confirmed my request for a ground floor room, I was told that was taken care of. When I arrived, I was told that they did not have a room for me and said that they made me a reservation at another hotel, they made a choice for me where to stay. I went where they told me to go, there was no ground floor room as they said they had me less than an hour before, every room was either upstairs or downstairs, the hotel has no wifi, and when I pulled into the parking lot, it had a number of police officers on the lot which did not make me comfortable about staying. I go to take a shower and the shower walls are full of mold (I have photos) and there is a "Peak" hole drilled into the shower (again, i have photos), used bar of soap in the shower, and a four light buld bathroom light fixture with 1 working buld and 2 that had nothing in them (another photo). At least 1 of the light fixtures in the room had no buld and at one point in the night the cable/dish for the TV went out for about 30 minutes. They had already taken my money but I feel that I should be given a full refund because I did not book this hotel much less the nightmare of a room that I was stuck in. I booked 1 hotel, was told that i needed to stay at another, and the reciept is from a different name altogther. I am stuck 10 hours away from home in a hotel that I did not actually reserve a room at, that I do not feel comfortable at, with no wifi for my job. A copy of this complaint is going to the hotel it self, to ***********, to Better Business Bureau, and anyone else that I deem necessary. Just a note, I stayed in **** *** ** ******** **** ***** ***, Booked through *********** at ******* *****, and the reciept says ****** ***. Please let me know if you would like me to send you photos and reciept.

  Business Response

  Date: 09/03/2024

  Thank you for reaching out to us regarding your recent stay. We sincerely apologize for any inconvenience you may have experienced. We understand that your stay was not as you expected, and we take your feedback seriously.
  Our records indicate that upon realizing the original hotel was fully booked, we made arrangements to ensure you had a place to stay, reserving a room for you at another hotel. While we aimed to assist you during a busy time, we regret that the alternate accommodations did not meet your expectations.
  It’s important to note that you stayed for two nights without raising any complaints during your stay. Our policy is to address any issues immediately upon check-in, and we always strive to make necessary adjustments to ensure our guests have a comfortable experience. Since no concerns were brought to our attention during your stay, we were not given the opportunity to rectify the situation or offer you a room change.
  We appreciate your feedback and will address the concerns you mentioned with the management of the alternate hotel. However, given that the complaint was raised only after checking out and not during your stay, we are unable to offer a refund. It appears that this request is being made retrospectively, which does not align with our policy.
  That said, we would like to offer you a discount on a future booking as a gesture of goodwill.
  Please don't hesitate to reach out if you have any further concerns, and we hope to have the opportunity to provide you with a more enjoyable experience in the future.

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  First of all, I was contacted by phone by the original hotel and was never told that it was booked, in fact they asked me when I would arrive and told me they were waiting for me. As for staying 2 nights, I looked for another room but one was not available and I was 10 hours from home, I guess I could have slept in my car. As far as complaints, I did have a complaint with the person working at the desk, I received an I'm sorry.
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/05/2024

  Thank you for your response and for sharing additional details about your experience.
  We sincerely apologize for any confusion regarding your reservation. The original hotel faced an emergency that unfortunately left us unable to offer the room you initially reserved. While we understand this was not ideal, our team did their best to assist you by securing alternate accommodations to ensure you were not left without a place to stay. In situations like this, we could have simply canceled your reservation, which would have left you without any accommodation options.
  As for the issues you encountered at the alternate hotel, we deeply regret that the room did not meet your expectations. It’s our policy to address any complaints immediately upon check-in or during the stay. Our team is always available to offer a different room if there are any issues with the existing one, as our priority is ensuring your comfort.
  While we understand your frustration, given that you stayed for two nights and raised these concerns only after checking out, we are unable to process a refund. However, we take your feedback seriously and will work with the alternate hotel to address these issues. We would also like to offer you a discount on a future booking with us as a gesture of goodwill.
  If you have any additional concerns or feedback, please do not hesitate to reach out. We value your business and hope to have the opportunity to provide you with a more enjoyable experience in the future.