Complaints

This profile includes complaints for Yellowstone Gateway Inn's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Yellowstone Gateway Inn has 2 locations, listed below.

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  Yellowstone Gateway Inn

  103 Bigelow Ln Gardiner, MT 59030

• 

  Yellowstone Gateway Inn

  PO Box 882 103 Gardiner, MT 59030-0882

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:09/07/2022

  Type:Product 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.

  Wife and I booked lodging with this establishment through Expedia. Our travel dates were 9/3/22 - 9/5/22 at a just over $300. On day of trip, after traveling 700 miles by car, we noticed that the *** was showing a large detour that would add several hours to our trip to the hotel. Upon calling the hotel, *****, the customer service agent, informed us that their area had experienced significant landslide activity and the gate into Yellowstone was closed. Instead of being minutes to the park entrance, it would be three hours to detour around the landslide and get into the park.I talked to ***** about our situation, and that adding six hours to our day was not feasible (we were only planning one day in the park). She apologized, and said that they would not charge a fee to cancel, but Expedia would. Based on this information, I contacted Expedia to work out with them.Expedia waived all their fees, but told me that hotel was still going to charge a fee. I called ***** again and she told me her manager, *******, would probably charge a fee, but it would be a flat $75. Her reasoning was that they could have booked the room earlier in the day because there were three walk-ins, and would now have to go without renting the room. ***** had been calling all reservations for the day to let them know about the landslide issue, but had not yet found time to call me about it.***** needed ******** approval for the fee amount, and ******* was out of contact at the time, so ***** agreed to have ******* contact me before putting through a fee. A day later, a $145 fee, double what we discussed, was charged to me and I received no phone call to discuss. I called ***** again (I do not have ******** direct number) and asked to have *********************** me. No attempt has been made by hotel.I was not given equal opportunity to cancel as the guests informed by hotel ahead of time, have been charged more than discussed, and ******* will not return calls.