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:06/26/2023

  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 booked a cabin wiith Whitetail Creek Resort on *********** on 03/24/2023 for 399.62. It was for 06/07- 06/10 of 2023. I am objecting to their nonrefundable for any reason policy. I was forced to cancel the reservation on 06/03 due to illness. *********** contacted Whitetail Creek Resort and asked them to give me a refund. They refused. I cancelled sooner than the 72 hrs required that is stated on their website. Just because I booked on ******* **** shouldn't mean I get NO money back. I would be satisfied with paying for one night and Whitetail Creek Resort refunding me for 2. That way they would recoup any fees they paid to *********** and I would recoup some of my losses. Their No refund policy is not fair.

  Business Response

  Date: 07/06/2023

  BBB,

  Ms K made a reservation through *********** on 03/24/2023.  She agreed to the terms of the reservation offered through ***********.  Ms K did not make her reservation directly with Whitetail Creek Resort.  Her agreement was with ***********.  *********** does offer reservation insurance for these situations, as well as stay opportunities that are fully refundable, but Ms. K did not choose those options.  

  The terms that Ms. K agreed to with *********** included the following:  -Cancellation:  The guest will be charged the total price of the reservation if they cancel at any time.  (see attachment); -Prepayment:  The guest will be charged a prepayment of the total price of the reservation at any time.  (see attachment)

  Ms. K did contact *********** for a refund.  *********** in turn contacted Whitetail Creek Resort.  Whitetail Creek Resort reminded *********** that they needed to uphold the terms of their agreement between Ms. K and booking.co as well as the agreement between *********** and Whitetail Creek Resort.  *********** then notified Ms K that there would be no refund.  

  Had Ms. K made her reservation directly through Whitetail Creek Resort's website, she would have been charged only the 20% non-refundable deposit if she had cancelled no less than 72 hours prior to the reservation date.  Ms K would also have had the opportunity to buy travel insurance.  Ms. K's agreement was with ***********, not with Whitetail Creek Resort.  If she has a disagreement with the terms she agreed to with *************, she should speak directly with ***********.  When making a reservation through third-party companies, like ***********, there are many different terms that the traveler has to consider and agree to before making the reservation.  Those terms are between the traveler and the booking agent, not between the traveler and the hotel property.  

     

  Customer Answer

  Date: 07/06/2023

   
  
  Complaint: 20231757
  
  
  
  I am rejecting this response because:          Booking .com said that 

  Whitetail Creek Resort could refund the money if they chose to. ******* **** does not choose the no refund policy the hotel partner does.  Although I misunderstood the no refund policy this is poor business practice on their part. I am not the only one to complain about Whitetail Creek Resort's terrible policy with booking agencies. I think this business should give me a partial refund even when they legally don't have to because it is good business. I don't think they will but I would like my complaint to be on their record. 

  
  
  
  
  Sincerely,
  
  
  
  Francine Krueger

  Business Response

  Date: 07/07/2023

  Im not sure I understand the "rejection of the response."  Our response was clear, concise, and factual.  The consumer doesn't deny she bought a non-refundable reservation.  Her complaint is that she doesn't agree with or like the policy.  She did agree with the policy when she made the reservation.  *********** is supposed to enforce the policy that is in place for any reservation and when reminded of that, they did.  The consumer could have purchased a reservation that wasn't non-refundable or purchased the travel insurance for her reservation that would have reimbursed her in the case of illness.  Her claim that she isn't the only one to complain is here say.  We will often offer a number of different packages from no deposit to full deposit/non-refundable, just like every property using ***********.  This consumer agreed to and chose the non-refundable option.  It was her choice and now she seeks to make us look bad.  Thank you.