We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Sun Mountain Lodge

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

This profile includes complaints for Sun Mountain Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Sun Mountain Lodge has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Sun Mountain Lodge

      PO Box 1000 Winthrop, WA 98862-1000

    • Sun Mountain Lodge

      87 Bridge St Winthrop, WA 98862-0000

    • Sun Mountain Lodge

      604 Patterson Lake Road Winthrop, WA 98862

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Good afternoon, I booked a room at this establishment through Expedia Travel at the End of June 2024 for a trip of July 22nd through July 25th. When my travel partner canceled on me the next week, I contacted ******* to cancel and it directed me to Sun Mountain Lodge to process the cancellation. I called and spoke with Customer Relations manager **** ****** on July 5th and explained the situation. I had a deposit of $314.73 made towards the three nights stay, this representing one night. Jade explained the cancellation policy was that I would have to forfeit the deposit and my reservation would be canceled. I asked for a receipt for the paid deposit and cancellation confirmation which I received from her in the form of an invoice of forfeited Deposit towards the stay that was canceled. On September 1st 2024 while reviewing my credit card statement, I noticed a charge of $554.67 from Sun Mountain for a stay on August 14th 2024. I called and spoke with **** ****** once more who looked up the account and said that her manager made the decision after to charge me for the entire stay even though I had canceled many weeks prior. Jade explained there was nothing she could do and I would have to speak to her manager who was not in until the next week. Jade sent her an e-mail, copied me to contact me about these charges and I've had no contact. Her name is ***** *******. The Folio # is 45V3TQ. I have no issue with the original terms and losing the deposit as per my original agreement, but to a month later simply decide to charge the rest and not even notify, discuss or justify is sneaky and bad business. If I had not researched all my charges, I would have not noticed this, which I'm sure they were counting on. I travel a lot for business, so my account statement can be ***** pages long.

    • Initial Complaint

      Date:11/16/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      Booked straight through AAA, received additional charges once checked out when our receipt said fully paid. Also listed that cabins had wifi and they did not, nor cell reception! Ended up paying more through AAA than the cost booking directly on their site. I would like a refund for the double charge on the resort fees immediately!

    Sun Mountain Lodge is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.