Complaints

This profile includes complaints for Pocono Resort Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pocono Resort Conference Center has 2 locations, listed below.

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  Pocono Resort Conference Center

  PO Box 809 Lake Harmony, PA 18624-0809

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  Pocono Resort Conference Center

  35 Hospitality Way Route 940 Lake Harmony, PA 18624

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:11/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We Booked this hotel through *********.com for two nights Nov 10-Nov 12,2023 Upon arriving the room given smelled of smoke and mildew, there was mold on some of the walls and bathroom, the furniture had holes in it along with the bedding, We immediately requested another room, upon entering the second room it was in the same condition as the first room, We then reached out to Priceline the website we booked through requesting a cancellation and full refund, we were told that ********* would reach out the property about issuing a refund, We then booked another hotel returned our keys, we asked the front desk to speak with a manager about refunding our money along with the security deposit, we were told that the manager was not going to be in until Monday at which point we left the hotel. We have now been told by the booking website that the property has refused issuing a refund, stating a no refund policy, deceiving a customer and taking payment for services not given is thievery. The property is in disrepair pictures about the property do not accurately depict the current conditions of the property and in my opinion is not suitable for any guests,

  Business Response

  Date: 01/12/2024

  Dear Sir/Ma'am,
  
  I trust this message finds you well. We appreciate your communication regarding the consumer complaint under reference ***-************. Our team has thoroughly investigated the matter and would like to provide you with a detailed report.
  
  Upon reviewing our records, we observed that the guest, ******** ********, made two reservations under the Last Name "********" on the same date. The first reservation (Booking number: **********) was under the name ******** ********, which was canceled due to a declined credit card. The second reservation (Booking number: **********) was under the name ******* ********.
  
  On November 10, 2023, ******* ******** checked in at 7:29 PM and expressed dissatisfaction with the assigned room. Our team promptly responded by changing the room to address the guest's concerns. However, despite our efforts to provide suitable accommodation, the guest insisted on a refund and expressed a reluctance to stay at the property.
  
  It's essential to note that our policies, as outlined in the reservation confirmations, clearly state that cancellations result in the guest being charged the total reservation amount. An exception to this policy is made only if the hotel is unable to provide a room for rent, which was not the case in this situation.
  
  The guest presented various complaints during their stay, including alleged smoke and mold smells, a hole in the comforter, substandard furniture, and discrepancies between online advertisements and the actual room amenities. We would like to address each of these concerns:
  
  1. **Smoke Smell/Mold Smell:** We do not have smoking rooms, and our recent successful inspection by the enforcement department attests to the impossibility of serving a room with mold.
  
  2. **Hole in Comforter:** Our strict security/deposit policy ensures that damaged items are replaced and charged to the guest. However, there is no evidence of a hole in the comforter.
  
  3. **Room Discrepancies:** We provide rooms that exceed the advertised quality and amenities. The absence of certain items in online photos does not reflect the full range of services available in our rooms.
  
  4. **Furniture Condition:** While some rooms may have older furniture, we ensure they are in good condition. The newly provided room on the first floor meets all quality standards.
  
  5. **Non-Stay Complaint:** According to our policies, guests are charged the full booking amount if they cancel at any time, including no-shows.
  
  In light of the above, we find that the guest's complaints are unfounded and do not warrant a refund outside of our established policies. We have attached PDFs containing details of both reservations and our policies for your reference.
  
  We remain committed to providing excellent service and addressing customer concerns promptly. If you have any further questions or require additional information, please do not hesitate to contact us.
  
  Thank you for your understanding.

  Business Response

  Date: 01/12/2024

  Dear Sir/Ma'am,
  
  I trust this message finds you well. We appreciate your communication regarding the consumer complaint under reference ****************. Our team has thoroughly investigated the matter and would like to provide you with a detailed report.
  
  Upon reviewing our records, we observed that the guest, ******** ********, made two reservations under the Last Name "********" on the same date. The first reservation (Booking number: **********) was under the name ******** ********, which was canceled due to a declined credit card. The second reservation (Booking number: **********) was under the name ******* ********.
  
  On November 10, 2023, ******* ******** checked in at 7:29 PM and expressed dissatisfaction with the assigned room. Our team promptly responded by changing the room to address the guest's concerns. However, despite our efforts to provide suitable accommodation, the guest insisted on a refund and expressed a reluctance to stay at the property.
  
  It's essential to note that our policies, as outlined in the reservation confirmations, clearly state that cancellations result in the guest being charged the total reservation amount. An exception to this policy is made only if the hotel is unable to provide a room for rent, which was not the case in this situation.
  
  The guest presented various complaints during their stay, including alleged smoke and mold smells, a hole in the comforter, substandard furniture, and discrepancies between online advertisements and the actual room amenities. We would like to address each of these concerns:
  
  1. **Smoke Smell/Mold Smell:** We do not have smoking rooms, and our recent successful inspection by the enforcement department attests to the impossibility of serving a room with mold.
  
  2. **Hole in Comforter:** Our strict security/deposit policy ensures that damaged items are replaced and charged to the guest. However, there is no evidence of a hole in the comforter.
  
  3. **Room Discrepancies:** We provide rooms that exceed the advertised quality and amenities. The absence of certain items in online photos does not reflect the full range of services available in our rooms.
  
  4. **Furniture Condition:** While some rooms may have older furniture, we ensure they are in good condition. The newly provided room on the first floor meets all quality standards.
  
  5. **Non-Stay Complaint:** According to our policies, guests are charged the full booking amount if they cancel at any time, including no-shows.
  
  In light of the above, we find that the guest's complaints are unfounded and do not warrant a refund outside of our established policies. We have attached PDFs containing details of both reservations and our policies for your reference.
  
  We remain committed to providing excellent service and addressing customer concerns promptly. If you have any further questions or require additional information, please do not hesitate to contact us.
  
  Thank you for your understanding.