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:06/06/2025

  Type:Service or Repair 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.

  My wife and I made reservations at THE GEISER GRAND HOTEL in *****************. We stayed in their finest room with the best view , room 302, haunted by the lady in blue We went inside to the front desk and were greeted by a not friendly snob who told us our room was not ready. He was lying. We asked if we could look around and he said no. . . While we were gone, the male chamber maid went into our room and took pictures of a bic lighter, a smudge on the robe and some dirt by the toilet and did not tell us they charged us $250.00 because they claimed we smoked in the room......which WE DID NOT DO. I don't smoke anything, neither of us smoke cigarettes (I have COPD) and my wife smoked part of a marijuana cigarette outside while we waited for our room. She put it out and put it in her purse. Monday before we left she rolled a couple joints before we left. She got ash on her hand and touched the robe. No burn, just an ash smudge. Marijuana is legal in ****** and OK to possess in our room. WE DID NOT SMOKE IN OUR ROOM !We smoked them in ************* not the room. We did not even know they charged us $250.00 until we got home. Then argued over and over that we smoked in the room, which WE DID NOT. THEY GROSSLY MISREPRESENTED THE ROOM AND WE PAID $450.00/NIGHT

  Business Response

  Date: 06/06/2025

  Mr. ******* made his reservation on May 15th for a two-night stay beginning May 18th in Room #***our largest and most premium suite. An automatic email confirmation was sent to him upon booking, which clearly states our guaranteed check-in time of 4:00 PM. Following receipt of his reservation, our staff also personally contacted Mr. ******* to confirm the booking and again reiterated our 4:00 PM check-in policy.
  Mr. ******* arrived early and was informed that the room was not yet available. As soon as the housekeeping manager cleared the room, he was checked in at 3:51 PMnine minutes before the guaranteed time.
  At check-in, Mr. ******* signed a registration form that clearly outlines our strict no-smoking policy, a point our front desk staff also highlights verbally to each guest. Throughout his stay, Mr. ******* requested daily housekeeping service. Our housekeeping team is highly trained, professional,and held to the highest standards, and we fully stand behind their integrity.
  Approximately one hour after check-in, Mr. ******* chose to extend his stay by an additional night, resulting in a total of three nights. At no point during this extended stay did he express any dissatisfaction with the room or hotel services. In fact, at checkout, he again spoke positively about his experience.
  Mr. ******* officially checked out at 8:34 AM. Immediately after, our front desk notified housekeeping that the room had been vacated. Upon entering the room, the housekeeping inspector noted a strong smell of marijuana and discovered a lighter and ashes in the bathroom, as well as additional marijuana debris throughout the room. A robe in the room was found with significant burn and ash damage, rendering it unusable. The inspector contacted the manager on duty, who arrived promptly and began photographing the condition of the room at 8:42 AMjust 10 minutes after checkout.
  An email was sent to Mr. ******* that same day, providing the photographic evidence and a copy of the signed registration form, explaining the reason for the smoking and damage fees applied to his credit card.
  In response, Mr. ******* acknowledged possession of lit joints,contradicting his denial of in-room smoking. He also submitted photos that further confirmed the presence of marijuana. Despite this, he subsequently posted multiple negative online reviews that include statements which are demonstrably false and disparaging in nature.
  We made a good faith effort to address his concerns directly and transparently. However, once it became clear that the guest's communications included inaccurate claims and escalating accusations, we chose not to engage in extended back-and-forth. Our response remained factual, documented, and professional.
  As a 100% non-smoking property, we reserveand clearly disclosethe right to charge for violations that result in damage or excessive cleaning. These policies are in place to maintain the safety and comfort of all guests.
  The Hotel acted within its rights and followed proper procedures. We are confident that the charges were appropriate, justified, and clearly communicated.

  Customer Answer

  Date: 06/08/2025

   
  Complaint: 23413042
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/23/2023

  Type:Product 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 December 10, 2022, I was forced to cancel my Birthday weekend trip due to bad weather and poor driving conditions. I was promptly given a refund from the **********************. The Geiser Grand Hotel has repeatedly refused to provide simple information to Travelocity so that I may receive a refund of my room reservation.The only information required from Travelocity is a confirmation from the Geiser Grand Hotel of both my confirmation and cancellation with them. I verbally confirmed my reservation over the phone and later cancelled the same reservation, also over the phone.The owner of the Geiser Grand made it clear that she is not going to cooperate with any refund policy.I would really like my money back. Happy Birthday to **** would also like a record of the unprofessional and unethical business practices of the Geiser Grand Hotel Ownership.

  Business Response

  Date: 01/24/2023

  We understand that **************** is frustrated that the ************** that she purchased is apparntly not covering her deposit refund. She purchased this from Travelocity, not the Hotel. It's Travelocity that charged her card for both the room and the insurance. Yes, **************** confirmed her reservation by phone with staff. However, Hotel staff are unable to cancel any reservation made with Travelocity. The guest or Travelocity must do so. As far as we know, her reservation may never have been cancelled. We do know that other guests were traveling between *************** and the ***** area without incident, both on the day she was to arrive and day she was to depart.

  The Hotel only charged her for the Tea Tickets. The Hotel kindly offered her free tickets to the Spring High Tea when she didnt use them for the Holiday High Tea. This management team has comported itself in a highly ethical and professional manner throughout out interactions with *****************

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18885511
  
  I am rejecting this response because:

  
  The only request made of the Geiser Grand was for the hotel to confirm with Travelocity that I had indeed both confirmed and then later cancelled my hotel reservation with them. This is required by Travelocity to make a claim with them. 

  A simple confirmation.  That's it. That's all the hotel is being asked to provide and that request has been denied multiple times.

  Geiser Grand Hotel management/ownership is barring me from receiving a refund from Travelocity and hiding behind the lie that they have nothing to do with a refund from the website.

  Sincerely,
  
  *************************

  Business Response

  Date: 01/27/2023

  The Hotel is not permitted to cancel any reservation made with Travelocity. That must be done by Travelocity or by the guest/****************, through the same portal that she booked through. We do not have access to that portal. We do not know whether **************** or Travelocity ever cancelled that reservation. We certainly do not have any proof that it was cancelled! In other words, we are not in possesion of the documents that she is seeking. Again, **************** needs to take this matter up with either Travelocity, or with her credit card issuer. If Travelocity misled her in any way, she should be able to dispute the charge on her credit card. 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18885511
  
  I am rejecting this response because:

  The Hotel management is either lying or is completely misunderstanding my request.

  I have not and am not asking for the Geiser Grand Hotel to cancel my reservation, nor am I asking for a refund form the hotel. I am only asking for their cooperation.

  My ONLY request has always been for the hotel to confirm my information with the Travelocity customer service.  In order to receive my refund, Travelocity requires that the hotel confirm that I both confirmed and then cancelled my reservation with them.  A short, simple conversation is all I've ever requested.  I have been on a three way call with Travelocity to the Geiser Grand Hotel (twice) trying to obtain this confirmation.  *********** they refused to even take the call.

  I don't know what the hotel stands to lose by refusing this simple request.  I am baffled by their response.  So far, The Geiser Grand management and ownership has proven to be abrasive, obtuse and dishonest.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/10/2023

  The complainant is asking for something that we cannot provide. As we've repeatedly stated, we do not know that her reservation was ever cancelled. From our side, it appears that it was not ever cancelled. She is demanding that we declare that her reservation was cancelled via a phone call. In fact, no Travelocity reservation can be cancelled by a phone call to the Hotel. Cancellations can only be made via the Travelocity portal. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18885511
  
  I am rejecting this response because:
  

  The Geiser Grand Hotel is completely misrepresenting their policy and their actions.  They are also continuing to ignore my actual request.

  To be perfectly clear, I am going to outline my statement and my request:

  1.  I did not and do not expect the Geiser Grand to cancel my Travelocity reservation.
  

  2.  I did not and do not seek a refund from the Geiser Grand.

  3.  I did and am seeking simple confirmation of information required by Travelocity in order to make a claim with Travelocity. 

       A.) Specifically, a verbal or written confirmation that I confirmed my reservation with the Geiser Grand (I did- over the phone, twice)

       B.) And a verbal or written confirmation of my cancellation (due to weather) with the hotel (I spoke to both the front desk and the owner)

   

  That's it. That is all I've ever wanted from the Geiser Grand.  This simple request has been denied, ignored, and distorted.  I am tired of the Geiser Grand's policy of continuous lying, but I will never say that I accept their response if their response continues to be the exact same nonsense.
       

  Sincerely,
  
  *************************

  Business Response

  Date: 02/28/2023

  **************** is requested that we make a false statement to Travelocity. We will not do so. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18885511
  
  I am rejecting this response because:
  

  The lengths this business owner will go to in order to not have to lose a ***** is astounding.

  I'm not asking for anything beyond her cooperation with Travelocity's refund process.  No false statements required.

  
  Sincerely,
  
  *************************