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Business Profile

Resort

Liberty Mountain Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:11/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Lack of communication regarding a canceled reservation and refund from ******************** and resort blaming each other even after I received a phone call from their headquarters ***************** and *************** resorts from a female who said the refund was authorized

  • Initial Complaint

    Date:02/02/2023

    Type:Product 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.
    My husband and I reserved a room for 2 nights for our 20 year anniversary at Liberty Mountain Resorts. Unfortunately we both tested positive for COVID as did our 7 year old son. My son and husband tested positive on 1/30 and I tested positive on 2/1 . Because we have COVID we and are not able to go because we dont want to infect anyone. I called the resort to see if we could get a credit for the room and the receptionist stated that there was nothing they could do. We have paid in full and did not get insurance so we cant be reimbursed for the room and they cannot credit us to get a room later. I am writing you to see if you could help us out seeing as how this cancellation is not for convenience but rather the safety of the public. We are not asking for a refund, we would just like a credit so we could book a stay when we are well. The reservation stated that the health and safety of liberty mountain resort patrons is their number 1 priority. I feel we are helping them meet that claim by not going. I feel that crediting the room for a later stay would only be the decent thing to do. We would like your help to see if we could make that happen with the resort. Our reservation number is ******** and our stay was for 2/3 - 2/5.Thank you in advance for any support you can provide.

    Business Response

    Date: 03/09/2023

    In review of the reservation under the name of ****** ****** for arrival on 2/4/23 with a departure date of 2/5/23, I do see that they did pay in full as per our booking requirements. **** ****** is correct that at the time we were not accepting COVID as a reason for backing out of a confirmed reservation. Many of our guests do indeed purchase the insurance for just that reason, however, they did not. That being said, our reservations team did relay the correct information to her at that time.

    I would like to go ahead and allow them to use their deposit of this reservation towards another stay here. Please know that Liberty Mountain Resort is closed for the winter ski season, but the hotel is open all year as we do enjoy a robust golf season.

    I am forwarding this information to our reservations team so they will know that the ******'s have a credit for a future stay with us. Please inform them they will have to contact [email protected] to make their next reservation. Or they may call ************, whichever they prefer.

    Thank you for bringing this to my attention and I do apologize for not seeing the situation sooner.

Liberty Mountain Resort is NOT a BBB Accredited Business.

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