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Business Profile

Bed and Breakfast

Hidden Moose Lodge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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Complaint type

  • Initial Complaint

    Date:12/01/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    *Reservation was made at Hidden Moose in *********, ** lodge directly on their website on 11-4-22. Standard Rate of $275/night for 3 nights (Confirmation#******).*Owner, *********************, contacted me via email on 11-30-22 to inform that there is a music festival in town that weekend "***************** brings in thousands of people, over and above the typical high season summer travelers. For this reason hotels are at a premium. For some reason our systems did not automatically adjust to reflect the demand. This year the rate should be $349 per night for the 13th-16th".* Despite my reservation and confirmation via their site. I'm now being asked by their owner to pay the premium rate or cancel my reservation. I refused to accept the premium rate so the owner canceled my reservation.*After **** canceled it, he reflected back on our conversation and elected to make a donation to a local book bank for the difference of the stay to prove he wasn't being "greedy". He made no effort to honor the original rate. *Yes, I know there is a festival in town. That's why I booked 8 months in advance. Their system glitch should not allow them to breach the confirmed reservation in order to squeeze a premium rate out of me. I'm a repeat guest. I stayed with them in 2020 for the same festival. I've even referred business to them. That same guest received the same message about paying a premium rate or canceling.*I'm now left to find another place to stay during this peak time and the prices are much higher than my original reservation for $275.***** acknowledges in the email, "An error was made at our end, our fault". Yet he is asking a confirmed repeat customer to cover the cost of their mistake.*I've spent 688 night in Marriott properties and 100+ more in other hotel chains from mom and pop to mega chains. I've never been asked to pay a premium or cancel based on a business error or supply and demand from a local event.*How is this legal?

Hidden Moose Lodge is NOT a BBB Accredited Business.

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