Complaints

This profile includes complaints for Crater Lake Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crater Lake Resort

  50711 Highway 62 Fort Klamath, OR 97626

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  Crater Lake Resort

  Po Box 457 Fort Klamath, OR 97626-0457

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:05/02/2025

  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.

  Problems with Crater Lake Resort:- Inconsistent hotel room description (we booked two queen beds room, but get one queen bed with a sofa bed)- ********** got limited hot water at night, one of the ***** not able to take shower, and we are not informed about that Details:- Hotel description discrepancy We booked a room with Crater Lake Resort for 4/23 stay on **********. From the description on that website, we confirmed we booked a Family Cabin with 2 Queen beds. But when we arrive, there's only one queen bed, and another sofa bed. We reached out to front desk, but they are not accepting our calls, so we communicate with messages. We request for a replacement which matches our booking, but the agent said there's no available rooms during that time and no resolution was provided. So we spent times setting up the folded sofa bed which is under our expectation.- Limited hot water We have three adults during this stay, two of us start taking shower around 10pm, and then we run out of hot water, and the third ***** was not able to take hot shower. We request the hotel agent for help / resolution again, no one is responding.Irresponsive negotiation process:We negotiate several times with them, they still refuse to offer any compensation. Due to the issue we experienced and their attitude towards this incident, we are seeking at least partial refund for this lodging service. I can provide any message records or email records if needed.Thanks for investigation.

  Business Response

  Date: 05/03/2025

  This ***** booked a cabin through Expedia, and did not book directly with our resort. The Expedia site lists our cabin as a 2 queen bed cabin because there are 2 queen beds. This particular cabin has a queen sofa sleeper (bed) and a queen in a private room. This group was comprised of 3 individuals, so Expedia put them in our only available cabin that sleeps up to 4 people. Guest called after hours and spoke to the manager who tried to explain that the sofa was a sofa sleeper (pull out bed) and not just a sofa. The ***** was very unhappy that she had to unfold the sofa sleeper and put the bedding on herself. Management offered the ***** a FULL REFUND if the *****s were unhappy and wanted to leave. The ***** accepted the offer, but then did not leave the property.

  Later, this ***** texted the after hours number, but the texts were not received until the middle of the night. The *****s were unhappy that they ran out of hot water before the 3rd ***** could shower, and mention in their complaint that we should have told them we have "limited" hot water. Our hot water is not "limited" - it simply takes time for a hot water heater to reheat, just like any other hot water heater. This should be general knowledge, so we do not feel the need to inform our *****s how hot water tanks work. 

  We have been in communication with this ***** and we will not offer a refund, as they denied the original offer of a full refund, their cabin had the adequate number of beds and bedding for 3 people, and the hot water issue was actually no issue at all. 

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23280611
  
  I am rejecting this response because:

  First of all, we booked this stay from **********, not from Expedia (refer to attachment). Seems like this business doesnt even care about their customers and booking details.
  
  Secondly, given the time (around 10pm), the location (crater ****************** - no signal outside, the closest hotel is 1 hour drive and cannot guarantee any availability), and the temperature (around 0 degrees), its impossible for us to seek another place to sleep safe and quicker. And the management NEVER mentioned the option of getting full refund if we leave. (We have full message history on our phone.)
  
  Thirdly, based on CUSTOMER BILL OF RIGHTS, we have the RIGHT to be INFORMED and the RIGHT to CHOOSE. If we know this cabin only got a queen bed and a sofa bed, then we wont book here. So the description on third party website has affected our decision making purchase, which is a violation of state law. Besides, sofa bed and queen bed do got a big difference, on any other booking website like ******, its always clearly stated how many real beds and sofa beds there. This should be business responsibility to communicate with any third party to make sure their posting is correct and accurate, otherwise, why posting there, just want to make more money?
  
  Finally, the hot water issue, given this resort marked as a three star, I really dont know if thats common for any 3 star hotels. And as mentioned, we have been waiting for over an hour, still no hot water coming out until the next morning. And no one responding and helping us. And usually, as a three star, there should be someone responding 24 hours, even a motel would have 24hour customer service.
  
  So overall, we reject their response, and still requesting for compensation or refund from the business.
  
  Sincerely,
  
  ****** ****