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:12/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had originally booked two nights directly with the hotel. I cancelled my first night with the hotel before the 48 hour cancellation window (I have emails proving that and their response back confirming receipt of cancellation), however they charged me for both nights plus taxes without my permission as they had my card on file and I was told when I checked out that they had mistakenly charged me for the full amount of original reservation and couldn't issue the refund in the hotel office and would get it processed. I have attempted since 1 July 2023 to get refunded for the one night plus taxes and incorrect pet fees (total of $262.80) and have been told it's going to get processed and to give it a few weeks. I've had numerous phone calls and emails where I get told they are checking on it with the accountant and will call me if something doesn't go through for any reason. It's not been over 6 months with no resolution. I was incorrectly charged and am owed a refund in the amount of $262.80.

  Business Response

  Date: 12/27/2023

  We have asked for proof of these emails of the cancellation and never received any proof other then phone calls . Which we need a email to process any refund . The above guest did stay at our property on the dates provided and were charged accordingly.  

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21017370
  
  I am rejecting this response because: There are emails documenting the cancellation and a response from River View Lodge confirming the receipt of the cancellation notice. In addition, I have attempted in person, by email and phone since July 2023 to get refunded and have been told numerous times that it was being processed as they had all the documentation needed to verify the refund was appropriate to issue. I've called and left messages and emailed twice this month to try to resolve and River View Lodge has not responded to my voice messages or emails regarding the matter. I have attached the emails showing the cancellation and my check-in attempts for refunds. I booked the rooms originally in November of 2022 for a wedding that was scheduled in the area for July 1st 2023 weekend. As it got closer, I realized I didn't need to stay two nights, so I emailed to cancel the first night and only kept the room for one night. I received an email confirmation that the cancellation notice was received. I only stayed the night 1 July and checked out on 2 July with no pets. So I'm owed a refund for the 30 June room charge and taxes as well as the two nights of pet room fees which I have not received as of today. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had a reservation at Riverview Lodge for 8/5. We cancelled on 8/3. During that phone call, I was was assured that we were in an accepted cancellation window. However, we were charged a full nights stay on 8/6. I initiated a refund on 8/7 by leaving phone messages, stopping at the hotel and speaking with ****, the manager, and subsequently via email. In an email received on 8/10 I was told that the refund would be processed within **** business days. That did not happen, I reached out again on 9/1 and was told that she (the manager-****) would check on my refund again. When I heard nothing back I reached out again, on 9/7. As of today, 9/11, no response. I would like your help in getting refunded.

  Business Response

  Date: 10/02/2023

  The refund was not approved due to she never cancelled the room and decided to go camping instead of using the hotel room she booked she even showed up nat the hotel and acted shocked we had charged her for the missed stay while she was camping . I have spoken to *************** on several occasions telling her it was not a grantee and I summited it which I did and it was determined that the no show was ******** and she did owe for the missed reservation . Upon telling her this she stated I would be hearing from her in the form of a bad review etc. 

   

   

   

   

   

   

   

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  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20588851
  
  I am rejecting this response because: I was told the refund was going to be processed but it wasnt. 
  
  I called 48 hours prior to the reservation and spoke on the phone with someone who agreed that I had cancelled in the acceptable window. I cancelled due to an auto breakdown that changed our trajectory of the vacation. I did go camping instead since we could no longer afford the hotel costs after a lengthy stay elsewhere while vehicle being repaired plus costly repair. When I came out of the mountains I discovered that ** been charged in spite of canceling by phone in allotted time.

  Since we were driving through ********** after camping, I stopped at the hotel to try to resolve the issue in person. After that, and via email I was advised several times that the refund was being processed. But it never was.
  

  I did suggest that ** post a bad review, but only after attempting to get my refund and feeling stonewalled. Its both confusing and interesting that the story from Riverview has now changed and they are denying ever having approved my refund. See screenshot of email to that effect. 

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

  Business Response

  Date: 10/19/2023

  The refund was not issued due to the fact the reservation was not cancelled nor do we have any record of a call . The party decided to go camping instead which they admit too and want a refund for a room that was booked for the same time frame    We have a 48hr window to cancel the stay if that window passes the room is then billed . I've explain this to the party on several occasions after being threated with bad reviews which she has left on other sights   I feel we did our best to explain our policies to her but now she has proceeded with this claim and has also filled fraud with her bank in the hopes they will listen  . Its a real shame small business have to not only deal with reviews when we honor the policies set to protect us only to be harassed with loss of time and funds from reserved rooms that could not be rented due to the fact we hold rooms overnight incase guest have emergencies or come late 

   

  Thank You 

  RVL 

  Customer Answer

  Date: 10/21/2023

   
  Complaint: 20588851
  
  Im stunned by the number of inaccuracies in this response from Riverview Lodge.

  First: I did speak on the phone to someone 48 hours before our scheduled arrival. I asked for a confirmation email at that time, but have never received one. I have been continually disappointedand am now appalled at their lack of willingness to consider our request (even though we have sent documentation of their agreement to do so).
  

  Second: I am also stunned at their continued position that we didnt cancel in time; a decent business would, in my opinion, at least respectfully consider the possibility that they may have simply forgotten that rushed phone call. 
  

  Third: Though we offered an honest explanation of why we canceled (within their cancellation policy period) and shared what we chose to do instead, those choices are not relevant, are not their concern, and are not a legitimate reason for rejecting our refund.

  Fourth: I havent posted a review of this occurrence, nor have I EVER done so as suggested. Their statement that I have done so is an attack and an outright lie. 
  

  Fifth: Ive not reported fraud to my bank and question how this representative believes Ive done so. They have received my payment in full and I have not notified my bank. This accusation is a downright lie.

  Finally: Ive chosen to try to work out our different recollectionsfirst by email, as evidenced in prior response and documentation presented, and secondly by reporting here to BBB.
  

  Im attempting to resolve this issue without aggressiveness or misinformation in an attempt to resolve this issue calmly and professionally. Yet Riverview Lodges misinformation is making it harder for me to maintain an even-tempered approach. 
  very disappointing. 

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