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:12/04/2024

  Type:Facilities 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.

  This business falsely advertises their rooms and would not respond to any communication regarding the matter. Rooms are filthy, musty, with broken appliances filling the room. Additionally were sold a faulty mug that had absolutely no instructions on how to clean it and it was destroyed upon one cleaning cycle. And lastly Im a type 1 diabetic who ordered a sugar free vanilla latte from their coffee bar and I took enough insulin to cover the 20g carb of milk it wouldve taken to make but their barista made me a sugar filled beverage that spiked my blood sugars over 400! I tried to do the right thing by reaching out to them on 11/26, 11/27, 11/28 and 12/2 with no response from the general manager.

  Business Response

  Date: 12/31/2024

  To Whom It May Concern, 
  
  Thank you for bringing this concern to our attention. At The Ozarker Lodge, we strive to provide a positive and high-quality experience for all our guests, and we take every guest's feedback seriously. We appreciate the opportunity to address this matter.
  
  Regarding the concerns raised:
  
  Room Quality: We do not falsely advertise our rooms, as we take great care to ensure all descriptions and photos on our website accurately reflect our accommodations. While we regret that this guest did not find their room to meet expectations, our team is always ready to address and resolve any concerns brought to our attention during a guest's stay.
  
  Communication Attempts: We have thoroughly reviewed our records and have not received any voicemail, email, or communication from the guest on the dates mentioned (11/26, 11/27, 11/28, and 12/2). It is possible there was a breakdown in communication, for which we sincerely apologize if that occurred. Upon noticing the guest's online review, our team promptly reached out to them multiple times to address their concerns but, unfortunately, did not receive a response.
  
  Mug Issue: The guests concerns regarding the mug were addressed, and a full refund was promptly issued for this item.
  
  Sugar-Free Beverage Concern: We were unaware of any specific issue related to the preparation of the guests beverage. However, we take dietary restrictions seriously and ensure our team is trained to accommodate such requests. We would welcome the opportunity to discuss this further and resolve any lingering concerns.
  
  We remain committed to resolving any concerns our guests have and encourage this guest to contact us directly at cpatrick@theozarkerlodge, or call us directly at ************ (ask for ***** or ******), if they wish to discuss the matter further. We would like to ensure that any outstanding issues are addressed promptly and satisfactorily.
  
  Thank you for allowing us to provide our perspective, and we appreciate the opportunity to improve.
  
  Sincerely,
  ***** *******
  General Manager
  The Ozarker Lodge

  Customer Answer

  Date: 01/08/2025

  Complaint: 22632937
  
  I have reviewed the business' response and am rejecting it because:

  
  Thank you for your response. Id like to clarify and address the inaccuracies and unresolved issues in your statement:
  ****** Quality: The conditions of the room were far below acceptable standards, with filth, mustiness, and broken appliances. I also had to perform my own room service due to an inattentive staff member, which is unacceptable for a paid lodging experience. Empty toiletries were never replenished during our entire stay, despite being part of the amenities advertised. The photos and descriptions of the rooms on your website do not match what I experienced.
  2.Communication Attempts: I made multiple documented attempts to contact management on 11/26, 11/27, 11/28, and 12/2. However, I did not receive my first call back until 12/19/24nearly a month laterdespite numerous complaints, including my ****** review and response to your standard survey. Why did it take over a month for ****** to call me? Your team did call once and left a voicemail while I was at work, but when I promptly returned the call after my shift, I was told to call back with yet again, no resolution. This further reflects the lack of communication and follow-through I experienced throughout my stay and after.
  3.Mug Issue: I acknowledge the refund provided for the faulty mug. This was the one matter appropriately resolved.
  4.Sugar-Free Beverage: I am a Type 1 diabetic and specifically ordered a sugar-free vanilla latte to manage my health. Your barista served me a sugar-filled drink, causing my blood sugar to spike dangerously over 400. This mistake put my health at serious risk. If your establishment cannot properly fulfill dietary requests, it is misleading and harmful to advertise such options.
  5.Overall Stay: Your response omits any explanation for the uncleanliness of the rooms or the lack of basic amenities. Additionally, there is no acknowledgment of the inadequate service from an employee who seemed under the influence.
  
  While I appreciate your stated commitment to guest satisfaction, my experience and your delayed responses suggest otherwise. I respectfully request a more thorough resolution and accountability for the issues described.
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/08/2025

  Dear Ms. ********************** you for your response and we deeply regret that your experience did not meet your expectations and that you encountered challenges during and after your visit.
  
  At The Ozarker Lodge, we strive to provide all of our guests with a positive and comfortable experience. It is clear from your feedback that we fell short in meeting your expectations, and for that, I sincerely apologize.
  
  While we attempted to address your concerns, I understand that our efforts did not provide the resolution you were seeking. As a gesture of goodwill and in recognition of your dissatisfaction, we have processed a full refund of your stay, totaling $441.54. You should see this reflected on your account within the next 57 business days.
  
  Please know that we take your concerns seriously and will be using your feedback to improve the quality of our service and accommodations. We will also review the incidents mentioned to ensure that we better meet our guests expectations in the future.
  
  Thank you for bringing these matters to our attention. If you have any further questions or if there is anything else we can do to assist you, please dont hesitate to reach out directly. 
  
  We genuinely value your feedback and hope that, despite this experience, you might give us another opportunity to provide you with the exceptional service we aim to deliver.