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Business Profile

Hotel Reservation

Carson Hot Springs Resort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

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

Submit a Complaint

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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  • Initial Complaint

    Date:06/24/2025

    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.
    June *****, 2025 $700.00 Two nights at their Hotel When I went to the webpage Carson Hot Springs, there is a place to book your reservations called Reservation Desk see below. I booked two night stay at their Hotel and then the next day I tried to cancel and was not aware of their cancellation policy. It is sent to you by email after you book your room. There is no explanation on the webpage about the cancellation policy. See the attached screenshots. They need to provide this cancellation policy on the webpage to be transparent. Below is all the information that they provide. I do not see a cancellation policy. They only state Partial and free cancellation, but do not explain what this means.

    Business Response

    Date: 07/03/2025

    RE: Complaint ID #********

    Dear Better Business Bureau,

    On June 23, 2025, ***** **** booked a Pay Now and Save reservation at Carson Hot Springs Resort on a website called Reservation Desk for June *****, 2025. On June 24, 2025, ***** **** called the hotel front desk to book a bath and wrap service before a massage that she had scheduled for 9 AM on June 28, 2025. Our front desk informed her that, since the spa opens at 9 AM, they could not schedule the bath and wrap before the massage, but they could schedule it for after the massage, at 10 AM. Because of this, ***** **** wanted to cancel her hotel reservation. ***** **** forwarded her hotel reservation confirmation email to our front desk reservations email and spoke with two of our front desk agents. They both went over with ***** **** that she would not be refunded if she cancelled her hotel reservation because she had booked a non-refundable, Pay Now and Save reservation. 

    Pay Now and Save reservations are offered at a discounted rate, with the stipulation that it is a non-refundable reservation. The non-refundable policy is listed several times on the confirmation the guest received from the Reservation Desk site (attached). **************** is not affiliated with our hotel or company. This is stated on the Reservation Desk website when you click on the non-affiliate disclaimer at the bottom of the site (attached). 
    ***** **** did not end up cancelling the reservation and later booked the bath and wrap for after her massage. ***** **** stayed and completed her reservation at the hotel. 

    ***** **** also stated that she paid $700 for her hotel reservation. The confirmation from Reservation Desk shows that she paid $694.05. The confirmation also shows that $676.06 was to be paid for the hotel reservation. The remaining $17.99 is listed as a service fee, and when you pull up the rate options on Reservation Desk and click on the refund policy, you can see that the $17.99 is listed as a non-refundable fee for using the Reservation Desk site (attached).

    Please feel free to give me a call at the number listed below should you have any questions.

    Thank you, 

    ******** *******
    Regional Director of Operations
    **************


  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair 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.
    Hotel overbooked, room cancelled, charged for our entire stay PLUS a no call/no show fee. Staff abhorrently rude. Although our room was described, and filtered, as pet friendly on Expedia, we were advised 4hrs before our check-in it was not. The entire resort description ****** it is pet friendly. Packed, dog in the car, New Year's weekend. Front desk stated they were overbooked(?), but showing one double-queen that just opened. Asked to switch, told they are unable to do that. Stated I need to contact Expedia to cancel the king "non pet-friendly", to switch to a double queen pet friendly. Immediately contacted Expedia; *** stated when they attempted to switch to double queen, also booked. Expedia calls Carson, told the last pet-friendly room was just booked within that few minutes. Called the resort again, they confirmed yes, last room was booked and there is nothing they can do. Carson rep ****** original king room now booked by another party while we were resolving. Carson then pre-authorized our card for entire stay. Called again, rep was combative and nasty, refusing to listen to what transpired. Refused any refund, kept repeating a 48hr cancel policy. Original room was booked, not losing any revenue. Had zero explanation, empathy, or intelligent response. New Years Eve morning; we wake up to a debit card charge of $510! This was $173 more than our final booking invoice from Expedia. Not only did they charge us for the ENTIRE stay on a room they booked to someone else, but a NO CALL/NO SHOW ON TOP OF THE ENTIRE ROOM FEE! My husband called at this point, and again, the staff just repeated the same 48-hr policy, and there was no one there to refund any charges. He pressed the issue, and only $347.06 was refunded. They will not refund the no call/no show fee totaling $163.22, no apologies. Now I am wasting my time gathering documents, writing details, and fighting for the remaining $163.22. Needless to say, we have no desire to ever visit this resort.

    Business Response

    Date: 04/09/2024

    See Attached

    Customer Answer

    Date: 04/15/2024

     
    Complaint: 21098063

    I am rejecting this response because:  Full explanation in attached document, including written proof from Expedia to show exactly what transpired.  Response narrative from Carson is inaccurate, and does not reflect the facts.  This issue will be resolved only when the remaining $163.22 is refunded. 

    Sincerely,

    *****************************

Carson Hot Springs Resort is NOT a BBB Accredited Business.

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