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:04/11/2024

  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.

  I made a reservation in December 2023 for an April 2024 date (I don't know the exact date I made the reservation b/c I have no email record of it). I didn't get an email confirming the reservation, so I called the hotel. I asked someone to send me an email confirmation, which they promised they would. I never received this confirmation in my email.About one month ago (ie: beginning of March), I had the thought "did I make a reservation at The Retreat at Charleston Peak?" I went to check my email and I did not have ANY emails from the hotel. So, I moved forward with the assumption I did not have a reservation with you.I saw my credit card bill today (April 8th) that I was charged $174 on April 6th. I was shocked. I went to look in my email to see if I had any confirmation email and NOTHING showed up.I called your hotel and the front desk attendant told me to check my spam (never in my life when I've given my credit card number to someone do the emails go to spam). Once I called your hotel and looked in my spam, I had an email on March 31, April 4, and April 6th. THESE ARE NOT EMAILS I RECEIVED.It is completely unfair for the hotel to 1) not send me any confirmation email that I saw / received when I booked 2) send me reminder emails I never received 3) never call me once when they were perfectly willing to charge me $174.This hotel sends emails to spam which CANNOT be seen in an email search nor received by the customer. They have MULTIPLE complaints about this and do not fix their systems. There was NO WAY of knowing I had a reservation (EVEN WHEN EXPLICITLY SEARCHING MY EMAIL). This company is doing this so they can get money from people without rendering a service.I have no documents to upload for verification b/c I literally never received them.

  Business Response

  Date: 04/11/2024

  Here is what I can confirm:
  
  **************** booked a room for our hotel online through our website on Nov 28, 2023. An email confirmation was sent directly from the online booking engine at that time.  
  
  **************** then called to confirm her reservation by phone on December 9th, 2023 (and spoke to ****), who verbally confirmed her reservation and sent another confirmation email, once confirming her email address was correct.  She never called again to say she didn't receive a confirmation email, or couldn't see it.
  
  She was also sent email reminders of her reservation on March 31st, and April 4th.  She acknowledges she found these in her spam folder.
  
  Unfortunately, we have no control over other people's email boxes, nor how their search engines work.  We had to hold the reservation for her, as she was confirmed.  We had a full house booked for a wedding and the marathon and could have re-rented the room if she had cancelled even 24 hours in advance.

  When she did not show up or cancel she was charged for the night, per the stated policies and is standard practice in all hotels.

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair 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.

  Checked into this hotel on October 14,2022 . Hotel room smelled old and I cleaned . Bathroom hasnt been cleaned . But, that wasnt my biggest issue . I had an reserved event to go to at a specific time so I made sure I planned my day accordingly. I went to take a shower and for 10 min I waited for the water to warm up . It never did . I sent my boyfriend down to the front desk to inform them . He came back and said they would fix the problem immediately . I waited an hour I had to go down myself and tell them I had somewhere to be and that I needed hot water to bath . Im anemic so I get cold easily . Still I waited another 30 min . I then contacted the site I booked the hotel through and they were unable to reach them as well . Fast forward , at this point Im annoyed that I missed my event and I havent showered since yesterday so I ask for a partial refund because I have lost money from the event as well . They refused .