Complaints

This profile includes complaints for The Lodge at Big Sky's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Lodge at Big Sky

  75 Sitting Bull Rd Big Sky, MT 59716

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  The Lodge at Big Sky

  PO Box 160938 Big Sky, MT 59716-0938

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:04/29/2023

  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.

  I paid a deposit on 5/20/22 of $677.11 on my **************** to the Lodge at Big Ski for a potential stay from 3/18/23 to 3/22/23.I called the Lodge in mid June, 2022 to cancel the reservation which was well in their policy of receiving my full deposit back.I was told my **************** would be credited back by an employee at the lodge. I am quite busy like most people and I did not realize the deposit was not credited back. I have been dealing this past 11 month with my fathers advanced Alzheimers and have not been able to stay on top of my day to day life as i did before this.I had not received any contact at all from the Lodge...not a call, not a text, except an email from 5/20/22, until I was going through my **************** charges for the month of March, 2023 and there was charge of over $2,000.00 dollars for a one night stay on 3/18/23.I immediately called the Lodge when I discovered this and the woman said this charge was for a "no show" because she said my reservation was not cancelled, from what she saw in their computer.She credited my **************** back for the $2,000.00, but that I would need to speak to the owner about being credited back my $677.11 deposit from 5/20/22.I was told that the owner, ******, would be back on Saturday, and I called him then.I explained that I had in my day timer that I called back in mid June, 2022 to cancel this reservation, and he basically did not want to hear it and was a bit confrontational. He kept interrupting me when I was trying to explain that I did call and I didn't realize that I did not receive a credit back in June of 2022 with everything going on with my fathers health.He told me two things...1. You are not getting your deposit back regardless of the situation 2. We don't contact guests via phone, email, or text to remind them of upcoming stays or even when someone technically is a "no show"....and that explains why you had not heard from us since 5/20/22 Strange business policy

  Business Response

  Date: 04/30/2023

  Good afternoon,

  
  I took a minute to review your situation, and spoke with the front desk representative that you worked with. Since we didn't make you aware of the no show, and because of your extenuating circumstances, we went ahead and refunded your no show charges. See attached. As you could not provide us with proof of cancellation (cancellation letter), we were not willing to refund you your cancellation penalty.

  Thank you,