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:08/21/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 booked a one night stay at the Lodge for August 12th, confirmation number *******. The rate for our room was $664.89 for one night. When we arrived on Saturday the 12th around 3pm I checked in at the front desk. The desk attendant said they would call me when my room was ready around 4pm. When it was near 4pm I called the front desk and was told the room should be ready and gave me the room number. When my family went up to the 5th floor the room the door was open and room service had the room taken apart. I called the front desk, and they said the the cleaning staff would only need 15 minutes. We went to dinner and finally got a call around 5:30 that our room was ready. 2-1/2 hrs after we checked in. Later that evening I went to the front desk to express my concern about my experience so far and the young agent said they would credit me $50 off of the room charge. I thought this as insignificant given the high room rate and asked to speak to the manager on duty. The manager told me that they were busy this weekend and that $50 was there standard credit and they would apply the credit when I checked out. I felt like they didn't even care about my family's experience.Lastly we checked out first thing in the morning to go to Hershey Park, we didn't even spend 14 hrs in the room. I waited on line to check out and I notice that a guest before me was greeted with a smile and given 2 Hershey chocolate bars. When it was my turn....the gentleman didn't even ask how my stay was.It's over one week since my stay, I still haven't received the meager $50 credit. I first reached out to the Lodge via your online form last Monday with no response. Please see the attached account that describes other events that affected our stay. I encourage your customer satisfaction team to make a better effort to apologize for our miserable experience. I have much higher expectations for a Hershey resort property.

  Customer Answer

  Date: 08/28/2023

  The business has reached out to me directly to rectify this complaint.   The issue is resolved to my satisfaction.  Please remove the complaint.

  
  Thank you,
  *****

• Initial Complaint

  Date:04/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  The initial date of the problem was over 12 months ago and the most recent problems have been finding room availability to accommodate the issues from over 12 months ago and once they find out that the rooms were comped, they said that they suddenly didnt have any available. They just attempted to do this again and they are not honoring what they said they were going to do. We had so many issues in the past and we were supposed to have complementary rooms. Management is lying and failing on every level of this and it seems because they have only a couple of rooms left. theyre failing again as they keep lying to me about what theyre telling me on the phone and I even ask them to confirm what we discussed due to calls being recorded and they say they listen to them but cant tell me any info from the calls. When they call me back and tell me that they listened to the phone calls, and then they tell me that they didnt record the phone calls. Its constant flip flopping and lying. This is wrong on every level and we expect to get our two nights in a suite thats complementary as we were told multiple times. This would now be the 2nd time Hershey has done this and both times we already told our children about. They are devastating these kids.

  Business Response

  Date: 04/17/2023

  We received your April 3, 2023 correspondence regarding a complaint filed by **************** about the reservation he made to stay at Hershey Lodge. Hershey Lodge has an established history of providing an exemplary guest experience, and prides itself on its reputation for quality guest service that is responsive to each and every guest. On April 3, 2023, the Director of Resorts Safety & Security and the Executive Assistant Manager and Rooms Director spoke with **************** about the disappointments set forth in his complaint. In response to that conversation, the Director of Resorts Safety & Security and the Executive Assistant Manager and Rooms Director apologized for any misunderstanding regarding the 50% discount that was offered to **************** during his stay at Hershey Lodge in December 2021. **************** and his family stayed in a suite at Hershey Lodge on April 5, 2023 through April 7, 2023, and he was only charged $499.00 for the first night. The second night of ****************** stay was provided free of charge (which was $979.00). **************** appeared to be satisfied with Hershey Lodges response and resolution of his disappointments. Please let me know if you require any additional information, or have any further questions or concerns.

  Best Regards,

  Hershey Lodge Management

  Customer Answer

  Date: 04/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  My family and friends booked Hershey Lodge for 10/9/22 until 10/10/22. There was a big group of us totaling 22 people (5 rooms) so when we booked this past summer I called and requested for us to be located near each other. I was told each person had to call with this request, so I had all my friends call and request as well. In the end we were told this wouldn't be a problem. We called Hershey Lodge the week of 10/3/22 before our stay to ensure we had rooms near each other. Again, we were told that would be fine. The morning of 10/9/22 around 9:00am we called Hershey Lodge to tell them we would be arriving around 11:00 and asked if they could have our rooms ready as soon as possible so we could do the activities we planned on doing. We were told they wouldn't be ready by that time but soon thereafter which was totally understandable Three people in our party arrived at 11:30 and checked in. We were told our rooms "Weren't quite ready yet but would be shortly". So, we proceeded to go to the indoor water park with our kids. One member of our party checked in around 1:30 and was told the same thing. At 1:58 I called the front desk asking if our rooms would be ready soon since we wanted to get ready to do some of the activities we planned. Again, I was told not quite yet but they would call housekeeping to "speed it up", which would be a half hour or so. At 4:11 I called again since check in time was officially 4pm and our friend that checked in 2 hours later than us got her room. I was told that check in time doesn't mean you'll get a room and that they don't go by who checks in first. I was also told that housekeeping has their own schedule, but we were all in rooms next to each other so why was it so hard to accommodate us? I was pretty upset and and was told it would be another half hour. At 5:30 I called again and other members of our party called. We didn't get to do any activities because of this and they didn't seem to care about accommodating a party of 22.

  On 10/9/22, 22 of us (5 rooms) checked into Hershey Lodge. We went to the waterpark since it took them forever to get our rooms,..See past complaint. At the waterpark one of the kids kept going down the waterslide which he was apparently too small for. However, none of the lifeguards on duty said anything so we had no clue. When a new lifeguard came on duty, he told our 5 year olds parents that he was too small, and the parents were naturally upset since they had been letting him down the slide all day. The lifeguard also pointed out that my son shouldn't be in the hot tub since he wasn't of height either. I grabbed my son and showed the lifeguard that he was up to the black line, and he apologized. I don't play those games. Security came and now we felt like we were totally being targeted. The bigger of the security guards named Juan came right up to my girlfriend and got in her face asking her to explain her side of the story. (She's the one with the 5-year-old going down the slide). He was trying to intimidate her and was very close to her and obviously much bigger so all the men in our party stood up and phones came out to record this. He interrupted her and proceeded to call her a liar as she started telling her story. My other girlfriend tried to speak, and he totally turned his back on her in a super aggressive manner. He threatened to call the police and I was hoping he would because the news would have been called and all our videos would have been viral. Finally, he calmed down and left. Later that evening, us girls spoke to many employees and naturally told them about what happened. We learned an employee walked out and quit that day because of security and that they were all having problems with them particularly Juan. We were told that he's super aggressive and tries to intimidate woman. I can't believe Hershey Lodge would employ such an aggressive man. I hope HR does what's right. I will not publicly share my videos at this time.

  Business Response

  Date: 10/25/2022

  We received your October 11, 2022 correspondence regarding a complaint filed by ************** about her stay at Hershey Lodge on October 9-10, 2022. Hershey Lodge has an established history of providing an exemplary guest experience, and prides itself on its reputation for quality guest service that is responsive to each and every guest. After investigating **. *****'s complaint, we found that on October 9, 2022, Hershey Lodge apologized to ************** and the other members of her party for the disappointments they experienced when 3 of the 5 guest rooms were not ready for check-in at their requested time and gave them a $100.00 credit to their respective accounts (total of $300.00). Additionally, on October 13, 2022, the Director of Resorts Safety & Security and the Director of Recreation spoke with **. **** about the disappointments and concerns set forth in her complaint. In response to that conversation, Hershey Lodge assured ************** that it will use her feedback to follow up with the Recreation and Security teams to improve the guest experience. ************** appeared to be very appreciative and satisfied with Hershey Lodges response and resolution of her disappointments and concerns. Please let me know if you require any additional information, or have any further questions or concerns.

  Best Regards,
  Hershey Lodge Management Team

  Customer Answer

  Date: 10/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************