Complaints

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:03/04/2024

  Type:Billing 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.

  On 20 February 2024 I used a website to purchase a two-night stay at Sugar Mountain ************************** Club for 23 and 24 February 2024. I was sent an email saying that I would need to bring a $2,000 cash deposit which would be put into escrow and returned to me some weeks after my stay, to be held as insurance. They offered me a $45 option to pay for an insurance plan via credit card but would not accept credit card, ACH, Zelle, or Venmo for this $2,000 deposit. I then asked (also by email) if I was unable to get $2,000 from a bank prior to my arrival if I could pay the $45 at check-in. I arrived around 8pm on the 23rd and the office was closed but they left keys out for my room. They did not include any instructions on how to give them a deposit or restrictions on when it could be delivered. I stayed without incident and caused no damage to the room. I left on the 24th and again went to the office to return my keys - again the office was closed when I left around 8 am. I was then charged on 2/25 the $45 insurance policy AFTER I had checked out and clearly after there was time to determine if I had caused damage. This is a predatory practice to charge a fee masquerading as an "insurance policy". I made attempts to give them the money, including offering ACH, *****, and *****. Their office is closed (knowing people come late from distant locations and ski all day and then get on the road early). Also, you CANT charge someone insurance AFTER they have vacated a room and there was no damage. There was no attempt to contact me prior to charging me and no instructions left or limitations identified. This is clearly a process built to add a hidden and because of their processes - unavoidable $45 fee to a stay at their facility.

  Business Response

  Date: 03/12/2024

  This customer was aware of the deposit process of the security damage deposit that is required to be $2000 check if mailed two weeks in advance to visit, or cash upon arrival. The other option is to pay the $45.00 nonrefundable damage deposit. Our office is open 7 days a week 9am- 5 pm. The customer says in his email that he would bring the $2,000 or pay the $45.00 on his credit card. We proceed as instructed.  This is not a hidden charge and is required policy that it is visible on the reservation process and outlined again in the rental agreement.