Business Profile

Hotels

Stay on the Strip

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Complaints

Name: Stay on the Strip
Address: Branson, MO, 65616, USA
Telephone: (417) 544-8294

This profile includes complaints for Stay on the Strip's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

16 total complaints in the last 3 years.
5 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.

Initial Complaint
Date:04/16/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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.
We bought a vacation package from them in August and we were trying to book it and no business anymore no new phone or directions on what to do to get our money back Im not sure on what to do
Customer Answer
Date: 05/19/2025
So we dont know who has our money they vanished so no getting it back.
Initial Complaint
Date:12/23/2024
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.
On July 1, I paid for a ********************** and Dollywood tickets package. I have a receipt for $563.87 from Stay on the Strip out of *******, MO - a partner of Discount Smokies. We are scheduled to travel Dec *****, however, all numbers are disconnected, the Discount **************** page hasnt been active in months, Stay on the Strip ******** hasnt been active in almost 2 months, and there is no reservation at *********** in ************ as claimed by the company. I was advised we would receive a follow up email before our travel and we havent. I emailed the sales *** who helped me and havent heard anything back. This was supposed to be a Christmas gift for my granddaughter and we were scammed.
Business Response
Date: 01/03/2025
***** **** has been refunded the full amount. Our ********************* has reached out via phone and email. The sales *** booking the package worked for more than one location or subsidiary of our parent corporation and the original booking was not secured through the proper channels, showing no record. It has been located and in addition to the refund an additional credit has been given for guest satisfaction to be used at dozens of our partner locations.
Initial Complaint
Date:09/10/2024
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.
We have paid for hotel and Sights snd Sounds tickets for october. With numerous phone calls, i believe the hotel is resolved. However we still have no tickets for sights snd sounds. Been trying to csll them but phone is disconnected. I will ***** use this company again.
Business Response
Date: 09/13/2024
We show the guest has a reservation and is scheduled to arrive a month in the future. Any tickets are provided after arrival jn town. Certain packages are promotional and require completion of a presentation, and tickets are provided after completion of the presentation. Guests receive confirmation phone call a day prior to arrival. An email has been sent to the guest to clarify the process.
Customer Answer
Date: 09/27/2024
I have checked and we have no hotel paid for by this company and we leave Monday. Hotel said they have had numerous issues with them. What can we do. This is over $500.
Business Response
Date: 11/04/2024
****** ******** filed two complaints with the Better Business Bureau several weeks before her travel dates. After explaining how the reservations work and reaching out to the hotel, the Sales Director explained the property was not familiar with how partner relationships worked and apologized for giving the guest incorrect information. ****** ******** was notified that everything was confirmed and paid in full, and that she just needed to arrive on her scheduled check in date. ****** ******** then filed a second complaint with the Better Business Bureau. One of our leadership staff spoke with ****** ******** and gave her a full refund. She has been placed on a do not market list, as we not only want to provide a great experience to each of our customers but also to all of our partners. Since she has received a full refund any services received by ****** ******** is between her and the hotel, theater or any other vendor directly. She is no longer a customer of ours and for guest satisfaction received 100% of her money back with no good transfer taking place.
Customer Answer
Date: 11/04/2024
Complaint: 22267224

I have reviewed the business' response and am rejecting it because:
They never contacted us about anything. We had to contact them two days prior to our trip and had no reservations for anything. I have not received a refund as of todays date. Once refund is received this will be resolved.

Sincerely,

****** ********
Customer Answer
Date: 11/04/2024
Please note it is not true about notifying BBB weeks before the trip. We called the hotel 2 days before the trip due to a death. Thats when we found out we had no reservations. Stay on the strip never contacted us with any issues. We made the trip but had to pay. They just dropped the ball and I understand that. I would just like my refund.
Business Response
Date: 11/04/2024
We have reached out to the consumer to ask what it is that she would like done. She has not emailed back. It was explained that after giving a full refund that we would not feel comfortable subjecting any of our hotel or entertainment partners to any future reservations from her. Our partners in the hospitality industry work very hard and we are not going to subject any of them to being treated in a poor manner, especially if we feel it can cause a disruption for their staff and other guests. ****** ******** has received a full refund and it has been explained to her that using our service in the future is not an option for her. Being able to use our service is a privilege, and something that is offered to everyone who can treat our staff and partners with decency, so that they feel safe. Management has made the decision in this case that they feel is best for all.
Customer Answer
Date: 11/06/2024
I have not received a refund as of todays date. They totally did not provide service promised and paid for. We received no phone calls from them at all which is why I was so frustrated with them. The ball was dropped on their part which happens. Just provide good service, admit error, and well move on.
Initial Complaint
Date:08/05/2024
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.
HORRIBLE COMPANY. COMPLETE RIP OFF. I thought I was getting a great discount but didnt at all. The hotel was crappy and I checked the price and I paid for price for it. Poor communication. And didnt give what was promised. I was contacted by a manager who did not speak like one at all and she did not seem to care at all. Ive had to reach out to this company so many times because they never initiated anything. I was told I would receive a credit for future stay and nothing. They were nothing but a huge disappointment.
Business Response
Date: 08/07/2024
*************** received everything as promised in her package. In addition to the tickets she purchases from us she signed up to go to a resort for a sales presentation. Once she arrived in town she signed up to do the same resort presentation with another company. It was explained that she wasnt able to go to the same company twice and get two sets of travel credits. On top of that and ****** receives 2 free shows she didnt pay for for guest satisfaction regarding her compliant with the hotel. The hotel is a property we have sent thousands of guests to without any concern
Customer Answer
Date: 08/08/2024
Complaint: 22092420

I have reviewed the business' response and am rejecting it because:
I was NEVER told I could attend another presentation. You took days to set up one. Also I was told I could receive credit for future stay and never received those destinations. Just a list of random ****.

Sincerely,

*************************
Business Response
Date: 08/09/2024
************************* states the following: I was NEVER told I could attend another presentation.
company response:That is correct, she was never told she could attend another presentation, as you can only attend one at a qualifying company.
************************* states: You took days to set up one.
Company response: via recorded line ************************* was told she could do it on any day while in town.
************************* stated: Also I was told I could receive credit for future stay and never received those destinations. Just a list of random
crap.
Company response: ************************* provided a screenshot showing she was given over a dozen PDF files showing options of complimentary stays and credits.

Customer Answer
Date: 08/12/2024
How is this resolved when they have not held up to their part and doesnt respond anymore?
Initial Complaint
Date:05/19/2024
Type:Sales and Advertising 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.
Purchase date of ******************/ hotel package 2-26-2023.Date of use 5-31, 6-1,6-2-2023.Ad listed on ******** as 3 days 2 nights hotel and a pass to ****************** $79 per person to be used any time in 2023. I paid for 4 people, 2 adults and 2 children. The email confirmation for the purchase said we had to attend a 90 minute travel club presentation.Went to pickup my packet at their office and it was closed all day. Finally after several hours made contact by phone and was directed to check in at ******************. Fortunately they had a reservation for us. Around 9pm that night we received a message for a time and location of the presentation for the next day. This turned out to be a time share presentation.The advertisement says nothing about a presentation or this being a requirement to get the tickets advertised.After sitting through a 90 minute time share presentation I was told they did not have tickets and I would need to contact Stay on The Strip. Once again after several attempts finally got someone on the phone that said let me transfer you to someone that can help. This turned out to be a voicemail and was never called back.2 weeks ago I called and tried to get help again, this time I was told the time share was supposed to have given me tickets and there was nothing they could do. When I told them I wanted the tickets I was supposed to get I was told I would have to buy a package to get tickets. While arguing with they hung up on **** believe this is false advertising and would like to be refunded the cost of 2 adult and 2 children tickets to ****************** that I had to buy myself in order to avoid totally ruining our weekend get away with the grandchildren.
Business Response
Date: 05/23/2024
***************** purchased a package for a promotional rate to attend a sales presentation with a resort in *******, **. Call records indicate that he was offered a price with and without a presentation. ************* chose to attend the sales presentation for a lower price. ************* was required to attend a presentation however he was not required to buy anything. If the resort offered any additional tickets or gifts for attending the presentation they would give those at the time of the presentation. Call records indicate ***************** made a call to book the package, there was another call outgoing to ***************** to confirm his arrival and date/time of the presentation. When contacting the resort to inquire if customer had an experience that was negative or what the gifts were they stated all tickets included in the package were fulfilled, and that the only time they would not be given is if they didnt fulfil the agreement to attend. No call records indicate any additional calls speaking with ***************** other than the initial purchase and the confirmation pre-arrival call. A call was made to ***************** and a voicemail was left. It has been almost a year since ************* had spoken with anyone from our company via email or phone. There has not been a return phone call from *****************. All records indicate customer package has been fulfilled and no internal complaint history.
Customer Answer
Date: 05/24/2024
Complaint: 21733363

I am rejecting this response because:

I was at no time offered a package without a presentation. I paid for a package and did not receive what I paid for. Was told tickets would be given after presentation. After the presentation I was told they did not have anything for me and to contact stay on the strip to get the tickets. Stay on the strip told me it was to have been delivered after presentation. Was transferred to someones voicemail and never called back.
After filing complaint someone named **** left a voicemail to call him at ************ about the issue. I called May 23,2024 and left a voicemail at 2:20 pm to call me back. I called and left another voicemail this morning at 8:20.
I would like to see any evidence this company has to prove my complaint wrong.

Sincerely,

*****************
Business Response
Date: 07/24/2024
Our records indicate that ***************** purchased a vacation package at a discounted price in exchange for attending a sales presentation. The package was at a discount of over $300. We show ***************** was to have any gifting covered when he completed the scheduled presentation by the resort. In addition to reaching out previously we have notated his account with a $200 credit. Customer has also been notified via email of the $200 credit.

Internal Compliance
Guest Satisfaction
Stay on the Strip
2733 E Battlefield St #***
***********, MO 65804
www.stayonthestrip.com
Main: ************
Fax: ************
Customer Answer
Date: 07/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
Date:12/26/2023
Type:Billing 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 entered into an agreement with them for 2 nights and 2 tickets to see Queen Esther in Branson. I asked them if it was a timeshare and they told me it was a travel presentation. I don't have any paperwork from them. They said I needed to attend the presentation to get the discount. We didn't discuss anything. I went the day of the presentation. They told me I didn't meet the age requirement of 72 because I am 76 years old. I went round and round with them and they said they would send the tickets and there would be no charge. I saw that there was a $100 charge on our Mastercard. I never signed anything with them. I am engaging with Mastercard again to get the $100 charge off my bill. I think the age criteria is 28- 72 years old. They lied and told me it was not a timeshare and it was a timeshare. I called the Chamber of Commerce about this.

I would like for them to take the $100 charge off my Mastercard.
Business Response
Date: 12/27/2023
***** ***** booked a package which included a hotel, attractions, and shows for Branson, MO for herself and a friend. Records indicate she was asked her age over the phone and two emails were sent to ************************** and then a third email was sent to *********************. The company in which she agreed to attend a sales presentation is located in Branson, MO and they are a Travel Club, which is stated in her confirmation emails and then all requirements are stated on the invitation form from the company for which she was scheduled to attend the sales presentation. The company which she was scheduled to attend the presentation stated their age requirements were up to 78 years of age on all paperwork. Upon arrival they notified ***** ***** that she was not eligible due to her age. We reached out to our partner (****) and inquired if there was an issue due to age. They stated the maximum age had just changed to 74 instead of 78 and we had yet to be notified. Given the change we offer to schedule Ms ***** for another partner location, one in which she would qualify. Ms ***** declined to take the offer to be scheduled at a different location. ***** received everything included in her package and was not charged retail on anything (as the requirements stated she must qualify, attend, and complete a sales presentation through one of our partners or pay regular pricing). It was explained that if she wanted to add additional tickets she could not receive them for free without attending a sales presentation. We decided for guest satisfaction we felt that it was warranted to not charge her the full amount or any penalty for anything included in her package, and she received everything at or below our cost. We gave her multiple options and the recorded calls show she was explained that and understood. She was able to receive a 25% discount off retail rates through one of our partner vendors. ***** and her friend seemed to enjoy the trip and chose not to attend a presentation at another location and didn’t voice any concern when given the options while in Branson. We feel this was customer service that exceeded customary standards and a value was provided as well.
Customer Answer
Date: 12/27/2023
There isn't anything factual in their response. The age limit for Sapphires is 72, not recently changed to 74 and they didn't receive documentation. They listed my age as 74, age was never mentioned, I was nevrr asked and I am 76 and was ar the time I entered into an agreement to attend a presentation for travel not a time share for an agreed price for 2 nights and 2 tickets to Sight and Sound Theatre. I did not receive any emails, paperwork setting out the terms of the agreement to which they are now trying to use to collect monies to which they are not entitled . I clearly stated I was not interested in any Time Share presentations which is what it turned out to be. I attended as agreed, was rejected based on age, immediately contacted them and engaged in a lengthy conversation with Chris and ultimately his coworker who eventually conceded they would text tickets and would not upcharge the 100. There was never a conversation regarding attending any other presentation where I would meet the age criteria. The conversation was heard by my travel partner- tickets, which were not the seats agreed upon, worse seats in the theatre and never used. Sight and Sound comped the tickets due to the numerous issues with them and actually terminated their partnership. Initail conversation with Chris, I did not want anything to do with time shares. Age was never discussed or asked, age of 74 as indicated in their response is wrong - age is 72, I complied with the requirement of going to Sapphires and was denied - Stay on the Strip should know the requirements and present factual information to potential clients, they sent the tickets agreeing to not upcharge and turned around and used info on file to bill my credit card, did not offer an alternative to another presentation age appropriate to my age and could not have because they didn't ask and listed my age as 74 which is incorrect, and the seats they sent tickets for were not as agreed, nor used due to the location and the fact that Sight and Sound offered compensation for all the issues we encountered. Thete wasn't anything about dealing with them that was enjoyable and if the conversations were taped, they would reflect the same and the facts as I've stated.
Initial Complaint
Date:12/11/2023
Type:Billing 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 was told a refund for tickets would be issued back onto my card after 7-10 business days and at this point it has been 12. Total $133.34
Business Response
Date: 12/11/2023
Customer booked some items through a partner of our company. We are not directly responsible for any charges incurred by the partner agency Mr or Mrs ******* booked through. Since we have not directly charged this customer for any service we cannot issue a refund, however we have offered a complimentary credit equivalent to their purchase for guest satisfaction.
Customer Answer
Date: 12/11/2023
Complaint: ********

I am rejecting this response because:

I prefer to be refunded my money like I was originally told I would be. I have no interest in a credit with the business.

Sincerely,

Carrol *******
Business Response
Date: 12/12/2023
Customer signed up for a promotional presentation in exchange for a discounted travel package. Customer did not attend the presentation through a third party partner, therefore did not fulfill obligation required to receive incentives. Customer was not charged a penalty but required to pay full retail pricing. In addition to waiving the penalty the customer was also offered an additional package at no cost.
Customer Answer
Date: 12/13/2023
Complaint: ********

I am rejecting this response because:

I purchased tickets and when I arrived to pickup the tickets that they did not have the tickets. When I called the business office that I purchased, they apologized and said they would refund my money in 8 to 10 days. After 12 days the business does not answer when I call and they will not return my calls after leaving numerous messages.

Sincerely,

Carrol *******
Initial Complaint
Date:10/13/2023
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.
Saw on ******** a great offer via Stay on the Strip for Hotel/Sight and sound package. Saved it knowing we would be planning a trip to Branson in August.

In April we received information back and forth…. April 17 I called and booked 2 rooms at the hotel and 4 tickets to Sight and Sound Theater for Queen Esther production. These were for 2 couples.

In May I called and emailed to notify them that we had not received booking information, even though the amount of $1035.08 had been charged to our credit card under the name: Historic Hospitality LLC Branson MO.

Later on that day I received the following.

From: Stay on the Strip ***********************
Date: May 8, 2023 at 6:24:39 PM CDT
To: *****************
Subject: Branson Confirmation
*****
Thank you for choosing Stay on the Strip to plan your trip!

Here's some info and the itinerary for your upcoming trip to Branson:

Accommodations:
Stone Castle Hotel and Conference Center
Check in is after 3pm and departure is by 11:00am

2 rooms QQ

Check in: 8/26/23
Depart: 8/30/23

4 tickets to the following:
3:30 8/22 Queen Esther at Sight & Sound Theatre

We recommend arriving at the theater 45 minutes prior to showtime. All packages are sold as non-refundable, however Sight & Sound tickets may be rescheduled up to 30 days prior to the show date.

You will also receive a pre-arrival confirmation and/or phone call the day before you are scheduled to arrive. We will go over any last minute questions, make sure you know where you are going, and how to get your tickets. You can go straight to the hotel and we can send the tickets straight to your phone so won't need to come to our office. If you would like you may stop at our location and pick up a printed copy. Either way, you will not need to stand in the will call line. If there is anything else you would like to see or do while in town just let us know and we can likely get a discount for you.
Safe travels!

STAY ON THE STRIP
**** * ** ******* **** *******, MO 65616
Main (text): ************
Toll Free: **************

So we were set at last. And we were ready to travel from Texas to Branson in August!

The day before arriving in Branson we received a call from ***** at "Stay on the Strip" that they apologized but everything had been cancelled and that we had to repurchase everything. So we had to schedule our tickets direct and the hotel was still ok but we had to pay them up front. ***** at Stay on the Strip said they will refund our credit card to the amount of $1035.08. So we frantically got our tickets to Queen Esther and the hotel did honor the promo price. We had a great time in Branson. We received the following email and ASSUMED that the payment would go into our credit card account as a refund!

To this day we have not received our refund as promised. We have made numerous emails and left phone messages over the past months/weeks to no avail. We were told that the refund payment was pending with our credit card. We contacted our credit card and this was not the case, nor has ever been.

We have had no response so we have had to resort to this email in hopes our credit card will be refunded as promised. If there is anything you can do we would appreciate your help in recovering these charges!
Business Response
Date: 11/01/2023
******* ******* purchased a package that included hotel rooms and entertainment. She originally purchased through a lodging partner that handled property management. ******* ******* received everything that she purchased and it was all fulfilled by Stay on the Strip.
Business Response
Date: 11/06/2023
Customer stated would dispute credit card charges. ***** ***** received all hotel and shows purchased. Company stated if she were to dispute a charge not provided she would be refunded, however was explained that she cannot be refunded twice for something she received.
Initial Complaint
Date:09/05/2023
Type:Order 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 reserved a package. I was suppose to leave on 07/15/2023. I called the night before to check on the reservations. The gentleman stated that he could not get the reservation in on time and that we did not have a reservation. We went somewhere else we called them and we finally got a hold of them. We were informed that they could not give a refund. I have been trying to scheduling another date but every time I call to schedule another day they will not answer our calls. I was suppose to get a email and I have not received that either. I would like to hear from the business to schedule another reservation because I can not be out of pocket for $900 and something dollars.
Business Response
Date: 09/27/2023
Regarding: **************

******* *******
**** * ***** **
********** **
*****
I show this complaint was was response to on 9/21/23 via email sent to ****** **** at ******************** from ***** *********.
I will forward the transcript as follows:

Customer was booked to stay at the Oak Ridge at the Branson Club. We had used this company for lodging since March of this year. We partner with several dozen hotels, condos, and homes for our guests that book vacations through us. In June The Oak Ridge decided to no longer use a management company and hired a GM. From that point we had an extensive amount of reservations that we received complaints from. Our guests would book a certain room type and dozens of times would be placed in an incorrect room. They offer 1-3 bedroom condos and efficiency hotel rooms. The staff at Oak Ridge had also asked numerous guests to dispute a credit card charge in exchange for doing a timeshare presentation. As a company we ended the relationship in July, and refunded tens of thousands of dollars in reservations for guests that travelled during an approx period from early June to mid July when we ended the relationship. The refunds and complimentary tickets were tens of thousands of dollars. The Branson Club operates The Oak Ridge and Great Rock, both of which we discontinued a relationship with due to poor satisfaction in from guests as well as other factors factors that did not meet our guidelines required of a partner. We hold our customer experience in high regard. There were approximately 900 reservations affected during that time period, which was about 15% of our total reservations during that timeframe. Compared to other properties that have a 5% complaint ratio on the high end the Oak Ridge sky rocketed to over 80% during June when they took over management themselves. If a lodging partner has a complaint ratio over 5% our policy is to reach out to guests, visit the property, and coordinate with management in order to decide if the relationship is going to be terminated, as we place a high level of importance on guest satisfaction and receive a lot of repeat customers and referrals. Our company was notified by The Oak Ridge they did not have a 2 bedroom condo available the day before Ms ******* was scheduled to arrive. We offered to relocate to any available partner property with available rooms, and offered two rooms instead of one. Ms ******* stated that wouldn't work and she would not be using anything booked through our company. On July 16th she stated she would be filing a dispute with her card. Our merchant account policy is not to issue a refund if someone states they are or have disputed a charge. On July 25th and 26th we received numerous request from a ***** ********, who claimed to be a granddaughter of Ms *******. She wanted to book a vacation with a credit she claimed her grandmother had with our company. Since her name was not on the reservation we could not share too much information with her, so she became aggressive with the rep, as well as subjected our employee to verbal abuse and threats to leave disparaging remarks online, which she did. We do not show a ***** ******** has ever used our services. ******* ******* has reached out multiple times asking to book a reservation, to which it has been explained to her that a disputed charge is not something that we are willing to offer a free vacation on top of, especially if they have behaved in a threatening manner. Due to the safety of our employees ******* ******* and ***** ******** have been placed on our do not market list. If a guest threatens an employee we feel it is not in the best interest to book them at any of our partners or subject our internal employees to that type of behavior. We currently have 27 phone reps and records show 5 have communicated to Ms ******* regarding this issue. The charge has been disputed and charged back to our company as we responded that services were not used, so that she would be credited back.

Customer Answer
Date: 10/13/2023
Complaint: ********

I am rejecting this response because: I have called to reschedule and they hang up. They have 904 dollars of my money that I got no service for
I feel I'm entitled to my stay or money back which they say they do not refund money so I would like a service.
My grand daughter did get a loud with them but she has nothing to do with this now. I'm the one who's money they and no service. I am going to branson the last weekn of October and would like to use the trip.
Thank you
******* *******
Initial Complaint
Date:06/16/2023
Type:Sales and Advertising 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.
A couple of months ago we contacted them and I got a room reservation for this weekend. Last night however, I received an email stating they were switching the reservation I made months ago at the Stone Castle hotel to a 2 star hotel. They told me there were no rooms left in the email. So I called them and they said they said had rooms available but I had to reserve a room paying full price for them using my debit card. They used the old to
Bait and Switch tactic. I've called and text them, left voicemails and reached out to them via messenger on Facebook with no response. Now the confirmation I received for the reservation I made has mysteriously disappeared. This need to be resolved immediately. I only have until 11 today before they take the money out of my account. They told me the only way to hold the room was to give them my debit card while they attempt to correct their error. This is a classic example of bait and switch.
Business Response
Date: 07/03/2023
She did not book with us for a upcoming trip( The granddaughter booked everything in her name). So, the day before we gave a courtesy call next morning ****** started calling early in the morning. She called 57 times regarding the reviews. We offered to refund the customer but for her we would offer a full refund. We were not able to refund the money due to the cards being closed due to the customer stated due to fraud. So, the customer wanted us to send it through a cash app. The reservation was in someone else's name so we did not feel comfortable with sending the money to ******. Customer was threatening us and the business. The customer disputed the charges and the money is being held for ten days so the money can not be refunded due to the customer disputing the charges.
Customer Answer
Date: 07/14/2023
I am the one that made the reservation, not my granddaughter. I paid for everything through my bank and PayPal. My cards expired so we got new ones. I told them all they needed was my new exp date and code on back. I have the text messages where they told me would give full refund but kept changing how they would send it.

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Stay on the Strip is NOT a BBB Accredited Business.