We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Resort

Sunriver Resort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Resort.

Complaints

This profile includes complaints for Sunriver Resort's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Sunriver Resort has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Sunriver Resort

      PO Box 3609 Sunriver, OR 97707-0609

    • Sunriver Resort

      Attn: Bruce Slay Po Box 3609 Sunriver, OR 97707

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/10/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Sunriver resorts is unlawfully retaining my credit card on file and has charged it for a further unauthorized charge of $235.13.Backstory: On 3/10/24, I called Sunriver Resorts to provide a contribution/gift in the amount of $350.00 to an existing reservation #******. This part was fine.Then, on 4/3/24, another charge for $235.13 showed up on my credit card. When I called Sunriver Resorts, their explanation was that the credit card was declined for person who's name the reservation is under, and this charge was the final bill for the reservation.I have never authorized the charge for $235.13, I have never authorized Sunriver Resorts to retain my credit card for other charges, nor was I ever notified that I was being charged this additional amount, nor was I ever advised my credit card was being retained on file for future charges, nor do I have any agreement in writing with Sunriver Resorts, nor has Sunriver Resorts ever provided me with any disclosure that they were retaining my credit card for charges. I have not received any call backs from management; one person whom I left a voicemail for and another manager who advised they were looking into this to get this corrected and would call me back. I am seeking a refund for the $235.13...Sunriver Resorts should have contacted the person with whom they have the written agreement / reservation with to obtain an acceptable form of alternative payment, not unlawfully retain my card information and charge my card.

      Customer Answer

      Date: 04/11/2024

      Hello - I would like to withdraw this compliant as I received a phone call a few minutes ago from the merchant, Sunriver Resorts, advising me that they will go ahead and reverse the credit card charge, which was the subject of my compliant. At this time, I have no issues as Sunriver Resorts has agreed to resolve the issue... Thank you, ***** ************

    • Initial Complaint

      Date:06/22/2023

      Type:Product Issues
      Status:
      Resolved
      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 husband and I purchased a gift package for our son and his wife for Sunriver Resort in **** ****** last year, and to this date have NOT received! Contacted a ***************** in May with Sunriver Resort who admitted they failed to provide and would take care of oversight. This has not been resolved, we have not received gift certificates or any information and they are NOT responding to phone calls/messages. Is this considered thief of service?

      Business Response

      Date: 07/14/2023

      Good afternoon, Sir or Madam ~ 

      It is my understanding that the situation has been resolved, prior to the resort receiving the BBB letter of complaint dated 7/3/2023. Pls. note that we did not receive any previous communication from the BBB (first notice issued on 6/22/2023); we certainly would have replied upon receipt of the first notice. *********************** son did stay at the resort 6/28-6/30.

      I reached out to our ********************* and was provided the following: 

      6/23/2023: I spoke to a guest this evening that never received their gift certificates from December 2022. She spoke to ***************** in May and was told it would be sent out to her and again she never received her gift certificates. This was a gift for her son and he took time off to take vacation on June 28th -30th and they are not aware that gift certificates have black out dates. I would like to reach out to a manager about this as ***** is very upset about how the situation was handled. I realize there may be some miscommunication, but I promised someone would reach out to her very soon. Please let me know that she was called if thats possible. She is looking to book now.  


      *******************
      ************
      P.O. Box 688 ***** ****** 97435

       

      6/28/2023: I called and spoke with ***** on this situation today. I was able to locate her original transaction back in December for the gift certificate and gift card.  Both were still valid.  I informed ***** of the information and we then got on a 3 way with son and family to discuss.  I created new gift certificate (******) to replace the original that was never received.  Son and family were able to book 1-night reservation using gift certificate.  Ive redeemed the gift certificate and the $300.00 gift card on the reservation for guest to use.  Notes added to reservation.  I then called ***** back and advised of what I had done. Should be good to go nowHave a great night!

       

      Pls. let me know if you need any additional information. 

      Thank you and kind regards, ******************************;

      Customer Answer

      Date: 07/24/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************

    Sunriver Resort is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.