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:02/20/2025

  Type:Service or Repair 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.

  UNSAFE- On Saturday morning I walked into the lobby with my 2 young grandchildren and there is a *** sleeping on the floor with a large backpack/duffle bag by him. I went to the front desk and said 3 times about the *** and finally a young lady went and told him to get up. When I finished getting my coffee I turned around he was gone but his bags were still there. I had my grandchildren come back by me and I said to the desk clerk The bums bags are still there they had no concern. The next day it looked to be the same *** in the breakfast area eating with his hood up and taking plates of food and dropping food on the floor. This was all very disturbing and I sent a complaint into the hotel with no answer. Also no working bathroom by the front desk and when we went to the one by the pool-no toilet paper /dirty towels all over the floor.

  Business Response

  Date: 02/21/2025

  Good Morning,

  My name is *******, General Manager at Tundra Lodge. The guest's concern is being addressed and take this guest safety matter seriously.

  We've tried calling the phone number on file and also followed up via email. I anticipate an amicable solution.

  Thank you,

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

  Customer Answer

  Date: 02/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I am requesting a full refund not a one night stay as I do not feel safe at this location with small children.

  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 02/24/2025

  Complaint ID: ********- This has been resolved please close this complaint Thank you, ***** ******

  
  

• Initial Complaint

  Date:08/17/2024

  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 stayed at the hotel from August 14 through the 16th of this year 2024. My husband forgot his company computer in the hotel room that we were staying. We had to switch rooms initially because both my husband and daughter got bug bites on their extremities and we were somewhat concerned about bedbugs. When we realized that we did not have the computer, we attempted to contact the hotel over 50 times without anyone answering our phone call. My husband then drove two hours to get back to the hotel where he was told by staff because it was off hours that they would not be able to assist him. They said it would maybe be in the housekeeping office which they did not have access to, and they would not call the manager on call to assist them. They also would not look to see if the room that we were staying in was available for them to look at to make sure that it was not there. after reiterating the importance of the missing item, they still refused to work with my husband resolving the issue. They refused to call any manager on call and refused to escalate the situation further. they said the one manager that they could call was in ********* and they had no one else that they could reach out to. Obviously, this is a big safety concern because there should always be someone on call that can help in a situation such as this.

  Business Response

  Date: 08/19/2024

  Hi *****,

  I would like to offer my sincerest apologies and thank you for bringing this to my attention. 

  We strive for top-notch customer service take these issues very seriously and review for process improvement. 

  I did follow-up with the Tundra Lodge team and confirmed the missing laptop was located and returned.

  Thank you,

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

  General Manager 

   

• Initial Complaint

  Date:06/20/2023

  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.

  I booked a 2 night stay at tundra lodge for a little family getaway. June 16th through the 18th 2023 in a cabin suite The mattress had a huge pee stain on it there were boogers and snot all over the pull out couch and our fridge wouldn't shut and there was no remote for the *** We requested toilet paper as we were all out and 2 hours later i had to go get it myself because no one ever showed up to our room! I won a ticket that had a blue star on it which means I won a mountain bike they had displayed in the arcade. My little girl was putting tickets in the counting machine and accidentally put my blue star In the counter. My husband tried diving for the ticket .. but it went in. I went right to the manager.. n told me no sorry.. too bad.. this is a place to bring families to have fun.. my daughter was so excited to get a new bike. She's only 7 and was crying her eyes out as we left. I complained to the front desk and emailed the manager. He replied to my email basically calling me a liar. I said look at the security footage! U will see we had the blue star! And won the bike fair n square. They refuse to reply to my email. All this guy had to do was look at the security footage.. and that's what I said to him. This place has lost a customer if this is not resolved. If not for me as a mother, but for my 7 year old little girl who is traumatized by the whole thing and keeps asking why that man was so mean.

  Business Response

  Date: 06/26/2023

  Thank you for bringing this to our attention.  Tundra Lodge values our customers feedback and has taken steps to look into this matter.  

  The hotel has reached out to the guest and resolved this matter directly with the customer.   We appreciate this being brought to our attention, and have taken immediate steps to discuss and resolve this concern directly with our customer.    Our customer was satisfied with the outcome of the call.  

  We appreciate and value our mutual customers business and thank them for bringing this to our attention.   

   

• Initial Complaint

  Date:03/26/2023

  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.

  When we got there, we checked in and went to our room 361. When we got in the room was cold, so I turned the heat up in the Livingroom where the sofa sleeper was, but the heater didn't work. So, I went downstairs to the front desk and told them I needed Maintenace to come and look at it. They never showed up. The sofa sleeper was broken so when you sat on is you couldn't get off of it, and the chair were filthy, like they didn't clean them. After seeing that I checked for bed bugs but there were none. The hot tub was outside how weird is that. For being a big resort, they have no staff, and the rooms are really gross. I will never stay here again for the price that I paid for a King size sweet, I paid over ****** for the room. I could of stay at the Hilton for the price I paid. I could of went to ***************** and got better service. I think that they should refund me some money back.

  Business Response

  Date: 03/27/2023

  Thank you for contacting Tundra Lodge regarding your stay with us.  We truly value your business, and appreciate you reaching out to us.  

  The hotel did contact the guest directly on 3-27-23, and took steps to immediately address the concerns noted.   We appreciate the concerns being brought to our attention.    

• Initial Complaint

  Date:11/10/2022

  Type:Billing 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.

  Purchased a room at Tundra Lodge via third party (Travelocity or Expedia). Used a debit/credit card that was successfully charged. Proof is available. Checked in on 11/5. Was asked to present a card for incidentals. This was a different card than charged for the room. Charge for incidental of $30 showed up within 2 hours. A second charge for $131.31 showed up also. Went to front desk to ask. Manager wasn't available and front desk personnel couldn't help. Came back at a time when the manager was supposed to be there. Manager not there yet. Came back a 3rd time per direction from the front desk staff. Manager still wasn't there. Left my number. Asked for the manager to call me. Called the front desk later in the afternoon because I hadn't heard. Front desk staff was reluctant to transfer my call. Finally talked to the manager, ****. She said she would talk to the night auditor. Should be credited by the morning. Checked my card account in the morning after I checked out and arrived home. Didn't see a credit. Called the credit card company. Was told it could take a few days but didn't see a credit. Started dispute file with card company. Just checked today, 5 days later, and the credit was finally there, including the $30 for the incidentals.There is no reason anyone should have to go through this much trouble for someone charging an account in error. More care needs to be taken when checking in. I see this is not the only time this has happened either. Would like an apology seeing as NO ONE ever apologized for the inconvenience, nor have I heard from anyone at Tundra Lodge. Would also like to see a few free vouchers for waterpark time, since this took away from the entire experience of my daughter's birthday.

  Business Response

  Date: 11/11/2022

  Good Afternoon **************,  

  Thank you for taking the time to bring this concern to my attention.  I was not aware this billing incident occurred, and after review of the facts you shared and speaking with my staff, I want to sincerely apologize for the error made in charges.  This should have never occurred and I apologize for the inconvenience it caused on your end having to contact the resort, and your credit card company.   

  I am pleased to see the credit was issued and you have noted it on your account.  But again, I do agree with you - it should not have happened and it should not have taken the steps (or excess time) needed for the reversal to occur.   

  I have shared this learning with my team, and stressed the significance and importance of verifying charges and postings in our hotel credit card processing.   

  I appreciate your understanding and patience and have mailed a package to the address noted on these communications. 

   

  Thank you again for bringing this to my attention  -  ********************* /  *******************************  

  Customer Answer

  Date: 11/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **************************
  

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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 stayed at Tundra Lodge 10/20/21 and checked in that evening for a conference I was attending on 10/21/22. I check out around 7:30 a.m. 10/21. The room was paid for in advance by my district [$90]. At check in I had to provide my debit care for incidentals [$30 pending charge] which is still shown as pending by my bank. Tundra also proceeded to 'double dip' and charge my debit card an additional $90 after the room had already been paid for by my district. They have yet to give me my money back and have literally stolen $120 from my checking account whilst also receiving $90 from my school district.

  Business Response

  Date: 10/28/2022

  Good Morning  

  Thank you for bringing this concern to our attention.   

  **************** states that her company was to pay the room charges on her stay, but at time of check in the required authorization forms from her company to process payment were not on file.  As such, per hotel policy the guest is responsible for the payment.   The charge on the stay was $90.    The $30 also charges was for incidentals (should they be used -  phone, restaurant, room service) and if not utilized the $30 is refunded to the guest.  This is a bank authorization charge assessed by the bank when utilizing a hotel stay.     Upon check out, the required paperwork for authorization to charge the company was presented and the charges were immediately reversed to **************** and the company was charged accordingly.    ******************** credit card was issued a $90 refund which she should see in a ***** hour window (once processed by her bank)  The $30 charge will also be refunded by the bank since no incidental charges were utilized.   A receipt showing the refund of the $90 is attached with any personal information blacked out for privacy reasons.    **************** has been refunded $90, her company charged $90 and the $30 will reverse back as no incidentals were utilized.  

  *************** also called the hotel to inquire and was told the same information by staff.   

  Customer Answer

  Date: 10/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************