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Business Profile

Hotels

Snake River Lodge & Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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Complaint type

  • Initial Complaint

    Date:03/09/2024

    Type:Service or Repair 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.
    I booked a standard $300-$400 a night room for the Snake River Lodge on November ******************* February 2024. The confirmation email I received on 11/29/2023 said that I owed $2,506.49 for the 5 nights starting 2/8/2024. I then received an email saying that I would pay a 40% deposit of $919.82 for my upcoming stay. On 12/7 my credit card was charged $919.82 twice, which was not supposed to happen. Then on 12/26/2023 my credit card was charged ANOTHER $10,592.86 for a total of $12,432.50 for a room that cost 80% less. Upon my arrival in February 8th, I checked in and the front desk person told me that in addition to having overpaid $12,432.50 for a $2,500 room, I still owed another balance of $12,000. I was shocked and I demonstrated to the front desk person that I did not owe that for a standard room and that it needed to be corrected immediately. The front desk person agreed and said they would fix it. On February 23th I called the front desk and spoke to **** about the fact that there was still a $10k balance on my credit card that had not been refunded by the Snake River Lodge as promised. I had to go through the situation with him again and he spoke with the front desk manager and promised that it would be resolved shortly. He issued me a corrected internal refund statement on Snake River Lodge letterhead to show that I did not owe the money. I went away for travel and then returned home on March 6th and notified the Snake River Lodge that the $10,000 still had not been refunded to me as promised. I spoke to ***** who is the front desk manager and she sent me the same internal refund document that showed I was owed the money and that it would be refunded within 48 hours. I requested an actual credit card refund transaction detail with the reference number and it was not provided. The refund still hasnt come! As of 4/9/2024 I still have not been refunded the $10,000 overcharge.

Snake River Lodge & Spa is NOT a BBB Accredited Business.

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