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:01/28/2025

  Type:Product 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 through Groupon.After staying I got charged for the room from the hotel.I have proof my credit card paid for the room through Groupon. Your chat representative admitted I was double charged, I would like a refund for the room charge and sales tax on the room charge because I already paid through Groupon 1/22-1/23 **** ******

• Initial Complaint

  Date:07/19/2023

  Type:Product 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.

  I purchased a resort water ticket and was promised a full refund and that my purchase doesn't fall under the cancellation guidelines, however I was still charged a cancellation fee

  Business Response

  Date: 07/25/2023

  Hello, 

  Thank you for your inquiry to the BBB regarding our business.  Our records show that you booked a hotel room not a waterpark tickets.  When you book a room under the book Early and Save Package it is clearly written when you book that there will be a $100 cancellation fee applied if you should need to cancel your reservation.  I have attached the verbiage that is shown on the website advising you of this.  I also attached the cancellation policy that is in the FAQ section of our website.  In addition, when you receive your confirmation letter the cancellation policy is also included in that email.  I do show the remainder of your room night and tax was refunded. 

  Thank you again for reaching out to the BBB,  we will not be refunding your $100 as it is clearly stated on our website and in your confirmation email that this charge would occur if you were to cancel your reservation. 

  Kind Regards, 

  Camelback Management.  

  Customer Answer

  Date: 07/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] the company refused to refund me the fee that was very vague and did not include exactly what will be charge a cancellation fee. As a continuous customer I wouldn't recommend this company 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  the company refused to refund me the fee that was very vague and did not include exactly what will be charge a cancellation fee. As a continuous customer I wouldn't recommend this companY and will not be attending ever again 
  Regards,
  
  *********************
  

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Many issues with this company. First, we arrived for 4 pm check in. We're told room isn't ready that we would receive text. 2 hours later I ask what's going on. Room ready, never got text. We were offered complimentary parking. We were charged for parking and had to contest the charge. We parked our car ourselves in a spot for more than 24 hours with no issue and the morning of day 2 were told we can't park there we have to move. I said we'd been parking there several times we had come and gone and there was no issue. There was no signage saying we couldn't park in the spaces. The woman started scolding us telling us she was going to tell someone. She did. The man she told might have been a parking manager but he told us we can't park there sorry. We told him same thing that we parked there for over a day. He laughed at us and said fine we will give you a ticket. Laughed at us! We have a 7 year old who is diabetic and needed to eat so we walked away. My husband came down to try to talk to someone not long after and was told by a nicer employee that once they ticket us they tow our car. The man who laughed in our faces never told us that. We moved our car and within an hour of us moving the parking staff put no parking signs on the spots. I'm sure there is video ofthem doing this on March 1, 2023. On top of all this, the resort locked us out of our hotel room almost 30 minutes before checkout time. This was a very unpleasant experience being mistreated and harassed from the very beginning until we checked out.

• Initial Complaint

  Date:01/23/2023

  Type:Product 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.

  On 11/25 I placed a cyber-sale deal for a two night stay (1/28/23) at Camelback Resort which included 2 free ski passes and I purchased 2 additional ski passes for a total of $1232.30. I went through check out and received a confirmation email with an itinerary id of ********, that had the amount "charged" at the bottom on 11/25 and the amount due upon check in. On 1/21/23 I happened to call the resort in hopes to rent a cabana. The sales agent had trouble finding my order and said my credit card was voided. When I asked to speak to a manager he said my credit card company voided the charges twice. On the other hand, my credit card company said that my credit card would have been flagged and turned off for fraudulent activity if that actually happened. Essentially Camelback is blaming my cc company and my credit card it blaming Camelback. While my credit card did not get charged, I was never notified by Camelback that my card was voided. Camelback refused to acknowledge the sale price and quoted me over $600 the original offer for two nights. They would not even accommodate the the free ski passes valued at $90. I even asked if we could meet them in the middle with the overage cost, they refused. The person I was speaking to suggested I email the Call Center. I have not heard back yet and the said trip is now only 5 days away. I am truly disappointed in the lack of empathy this resort has regarding this situation.

  Business Response

  Date: 02/09/2023

  
  Good Afternoon,  From our system what we see is the guest tried to make a reservation online during the cyber sale on 11/25/22.  The an credit card transaction voided twice while the guest was trying to reserve. The guest never received a confirmation or was charged for the stay.   The guest then called us on 1/25/23 to ask about cabanas at that time the agent informed the guest that she did not see a reservation and asked if she had a reservation number.  The guest could not find the reservation and at that time stated she was so glad she called.  When she called in January we didn’t have the room available that she originally tried to book and she was quoted our current availability. She was informed that at the time she tried to book her credit card transaction didn’t go through and the guest was upset that we didn’t let her know.   We attempted to explain to her that because it was all done online there was no way for us to know and that the guest would have seen the money come out of her account and received a confirmation email from us if a booking was confirmed. While the agent was on the phone with this guest her husband was looking through their account to confirm they were not charged by Camelback.  He confirmed they were not charged.  The guest purchased ********* day tickets and did not purchase a room.   Unfortunately due to the time that passes all rooms that were available under the sale were sold out.