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Business Profile

Hotels

Branson Hillside Hotel

This business is NOT BBB Accredited.

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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:02/04/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Subj: Branson Hillside Hotel (Booking Confirmations #R4213212855 and #R4213215400 -- Nov 1 & 2, 2023, $512.66). -- We and our friends previously stayed at this facility in 2021 and 2022 and found it to be excellent. The rooms were nice, the service was superb, and most importantly the restaurant immediately adjacent to the hotel was very convenient for me since I am confined to a wheelchair.-- Based on that experience we again reserved rooms in the facility for 2023, but upon arriving we found the hotel appeared to be nearly abandoned and more disappointing -- the restaurant was closed. No one at the hotel bothered to let us know of the situation until we arrived for check-in.-- After talking to the desk clerk, we determined that the hotel no longer met our needs and we did not check in or use any of the facilities. Before departing, we requested a refund -- which the clerk assured us that he would "take care of".-- We have not received a refund to date even though we have made numerous calls/emails (including 3 emails to the owner -- ********************* at **************************************** Furthermore we have not received a single reply from *************, even though she assured me that she would "look into the matter when I talked with her on the phone.-- We have paid $512.66 to this facility, fully expecting that we would have a similar experience as we had in 2021 and 2022 and we arrived at the facility in good faith -- only to find that the expected conditions had substantially changed. --We did not check-in. Therefore, we believe that it is reasonable to expect that our payment be refunded or at a minimum at least our 2nd night payment, plus the Tax Recovery ***************** Fees ($356.90 total) should be refunded. It seems to us that $155.76 should be more than sufficient to reimburse the hotel for whatever time and inconvenience they may feel they suffered -- while providing us no service.

    Business Response

    Date: 02/22/2024

    Our company purchased the Branson Hillside Hotel in June 2023.  ************** made the reservation to stay at our hotel prior to our owning it, while it was still owned by Hyatt/Marriott.  He made the reservation through a third party site, and had no direct contact with the hotel.  After he decided not to stay at the hotel he contacted our front desk and our onsite manager trying to get a refund.  We did not have any recourse to refund his money.  He did not pay our hotel directly, and we did not receive any money from the third party site where he made the reservation, because he cancelled it.  We advised him to contact the booking site where he made the reservation.  He called us back shortly after saying that he was unsuccessful in getting any response from the third party booking site, and still requested that we refund his money.  We reached out to Hyatt/******** and got no assistance from them.  We also reached out to the booking site but could not get information from them because of privacy issues.  Numerous members of our staff tried to help ************** in his attempt to get a refund, but with no luck.  I understand that he is frustrated, but the circumstances are beyond our control.  

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