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Business Profile

Ski Resorts

Hatley Pointe
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:01/09/2025

    Type:Order Issues
    Status:
    Resolved
    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 Friday evening I accessed the Hatley Pointe website. I filled out a series of forms for ski rental equipment and paid for the ski rental for a ski trip the next day, Saturday. I then immediately attempted to buy a lift ticket through a different page on the same website and was informed no lift tickets were available for purchase. I reviewed the rental page and the email sent. No opportunities to cancel or receive refund. I called Hatley. No one answered the phone. No opportunity to leave a message. I emailed Hatley. No response as of today (Wednesday). After several more calls, someone finally answered the phone today. I was told no refund would be issued. No apology provided. I am seeking a refund of my rental fee and apology for my trouble.

    Business Response

    Date: 01/26/2025

    We apologize that you were unable to purchase a lift pass for your desired date, due to Hatley Pointe being sold out of tickets. We do hope you will visit us on a future date! Regarding the rental equipment you purchased online and were unable to use, we processed your refund. In addition to processing your refund, we added additional verbiage to our website to make it more clear for guests to understand that they should not purchase rental equipment until their lift/slope pass is secured. Thank you. -The Hatley Pointe Team

    Customer Answer

    Date: 01/27/2025

     
    Better Business Bureau:

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

    Thank you. 

Hatley Pointe is BBB Accredited.

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