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Business Profile

Hotels

The Lodge at Glendorn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/11/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Hello - we have been traveling to the Lodge at Glendorn for 25+ years. My husband and I cancelled are reservation due to the other couple having COVID and the bad weather report. We were not going to pay $1300 a night to stay in a lodge with poor weather conditions, there was a weather advisory in our area.

    Business Response

    Date: 04/03/2024

    Dear Mrs. ****** *****,

    Thank you for your longtime loyalty and commitment to The Lodge at Glendorn. We feel very fortunate at our resort to have such lasting relationships with our guests, and we cherish the opportunity to be a home away from home for many of our travelers. Our property is steeped in family history, and we consider each new and return visitor a part of the Glendorn family! At the time of your cancellation, we sought to recognize and preserve our longstanding relationship with you as our guest.


    As outlined in our confirmation emails, our customary cancellation policy is for any cancellations within a 10-day window, there is an automatic forfeiture of 50% of the deposit. The remaining balance may be refunded or utilized towards new dates within a 6-month booking period.


    Your cancellation transpired in two separate components within 48 hours of arrival. Our property received a phone call on Thursday, March 7, 2024 requesting cancellation for 1 couple due to illness. We cancelled the reservations for the couple that had fallen ill without the assessment of any penalty. Our lodging rates are based on bedroom utilization, and the cost of their room was waived.


    The secondary reason given to our property for the full cancellation was inclement weather. We received the secondary phone call on Friday, March 8, 2024. The secured date of arrival was Saturday, March 9, 2024.


    We understood from your correspondence that the objective was to spend ample time outdoors at our 1500-acre estate, but the conditions were cold and rainy. As such, the seasonality and conditions did not meet your expressed hopes and expectations. In an effort to preserve your stay, we offered indoor services such as spa services, jeep tours, yoga, sauna utilization, billiards, par puzzles, etc. Otherwise, it was reiterated that a full cancellation within 24 hours of arrival would incur a 50% loss of the deposit. While inclement weather is not ideal, it is not our policy to waive a cancellation fee for this reason. The alternative offerings were declined, and the 50% cancellation fee was assessed and processed.

    We hope it is recognized that our policy is not intended to hinder our guests, but to preserve and protect our small business and its longevity. Our resort remains committed to providing exceptional world-class service.

The Lodge at Glendorn is NOT a BBB Accredited Business.

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