Complaints

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

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The Lodge at Lolo Hot Springs has 2 locations, listed below.

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  The Lodge at Lolo Hot Springs

  38600 Highway 12 W Lolo, MT 59847-8466

• 

  The Lodge at Lolo Hot Springs

  PO Box 386 Stevensville, MT 59870-0386

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:03/12/2024

  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.

  Rented a room via website through Expedia.com. First of all, the website is false advertisement. The room was not dusted, dirt all over the bathroom floor and little black nats on the ground in the room. We were told there is no TV upon arrival (NOT ON THE WEBSITE) that we would have to grab DVD's that they have on the shelf, but no one told us the office closes and you can't get any after 9:45pm (we were in the pool and the office was closed before 10pm because we came out to get a DVD and it was closed). Upon arrival to our hotel room we were informed that the hot tubs/pools would close at 10, which is fine most pools close at 10pm, this is not our problem. Our problem was a hotel room with hair dirty sheets but no one to complain to when there is no office people to contact. Breakfast was a joke, ready by 8am they said, so we go get coffee and go for biscuits and gravy, the biscuits cold and ok, however the gravy wasn't even hot yet and this was a 8:30am. We didn't get anything to eat, we were so upset over the whole place that we left right after that, I came into the front desk balling because of such a horrible night, all they said was sorry. I received no refund they charged me $115.00 while Expedia charged me ****** what a rip off and neither place will refund. Did I mention the stacked up mattresses and garbage they have piled around their lodge, not appealing had I seen that when we got there, I would have left immediately. I am asking for help in getting my refund, as I was on the phone with the Manager he was so unprofessional that he put the phone down and said somewhere along the lines of "for cryin out loud" and he walked away from the phone just left me hanging. I told the manager I was recording the conversation because he was rude and had no intentions of helping me, not the day we checked out (I actually thought he refunded my money until I found out he didn't then I called him and expedia.com).

• Initial Complaint

  Date:12/09/2023

  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.

  When I originally checked into the hotel, I had advised the manager **** that I had already paid. The manager stated that there was no record that there was a payment. Unfortunately, there was no service for me to pull up the receipt on my phone to show her that I had already prepaid. She advised me that she could not let me check in until I paid I had already driven 4 1/2 hours so I told her that I would pay but when I got home, I would show her an email her the receipt showing that I had already prepaid so that she could refund my money. I called her for the email address. I had advised her that I had the receipt showing that I had already paid. I was also going to show the two receipts that she charged me so that she could refund me the money that she charged me for. She asked me to email those receipts to her and she would gladly refund the money. I have been emailing her several times I have called numerous times and left messages. Shes avoiding my phone calls. Shes not emailing me back. She also asked for the credit card information over the phone so that she could refund my money but she has not done any refunds to my card. Now I cannot get a hold of the manager **** and shes not returning my phone calls so I would like assistance on getting my refund since the hotel has double charged me for a one night stay. I dont believe that this is good customer service, and I believe that they stole the second payment from me and now they dont want to return it I would appreciate any assistance on obtaining my refund for the amount of ******. They already charged me the amount of $257.66 for the night that I booked.I have attached all the proof showing that I was an originally charged on November 1 for the full amount of $257.66. Then on November 30 when we checked in, I was charged again the full amount of$******. Because she stated that she did not see that I was already charged, so she would not let me check in without paying again.

• Initial Complaint

  Date:10/10/2023

  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 booked 18 rooms in September at ******** lodge, I had a contract for a specific type of rooms in place. When i arrived with my guests- we learned the rooms had been oversold. My guests were put in all kinds of weird places including an employees apartment. If that wasnt bad enough most of the guests reported bed beds, all but three rooms. The lodge has repeatedly blamed my guests for bringing the bugs. They are trying to charge me over $3k for this awful experience and calling and emailing for payment. Yesterday i listened to the president tell me how its possible they are the victims to MY BEDBUGS and that we will not get refunds without some sort of proof. Whats worse is that I looked at (and made) a gogle review and this has been going on for months!!! People are being hurt by this. I pay all my bills and do not want a negative **** on my credit but i cannot pay for this mess. Please help and please help future guests who unknowingly stay there. I know many people who can make statements about this experience.

  Customer Answer

  Date: 10/11/2023

  I booked directly with the lodge, I had a contract for a certain amount of rooms confirmed and they OVERSOLD the property, blamed third party apps and gave my guests apartments and outposts with rat traps in them, totally horrible. This was actually a major issue BEFORE the bed bugs were discovered in all rooms. They botched our motel stay so badly for many national touring bands, so embarrassing. I need them to stop harassing me to pay for this mess. 

  Customer Answer

  Date: 11/09/2023

  Teh lodge is now serving me with civil papers to pay for the bed bugs rooms, what should I do?

  Business Response

  Date: 11/10/2023

  **************** is being charged for a group of rooms that was contracted out for HempFest.  She failed to give us a valid credit card to charge (an expired one) and her group left without paying.  We had a guest come down to complain of bed bugs and then a few days later after check-out we had additional complaints from ******'s group but no photos were taken of their bites or evidence.  Our hotel group (10 hotels) notice that If someone has bites over night, they ALWAYS mention it the next morning and show evidence.  ****** complained to the ***************** and an inspector came out and found no evidence of bugs in any of the rooms.  We did need to move three people to different rooms that were not upgraded rooms as she requested and Crobar was given these rooms at a significant discount.  One band member was extremely angry with our General Manager and to keep him calm without yelling profanity for another 10 minutes, she gave up her apartment and he was very content.  We currently have a Small Claims court issue with ****** for her refusal to pay.  My apologies for other people seeing a private matter between two businesses.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20700053
  
  I am rejecting this response because:
  There is no resolution. This business should not be allowed to charge people for infested rooms and lie about it. They are probably still renting rooms infested based on reviews online.  I have submitted photos and messages. I will submit more if needed. 
  Sincerely,
  
  *********************************************

  Customer Answer

  Date: 11/16/2023

  I have requested a full report from the health department and statements from all parties who stayed in infested rooms. I will add them shortly.