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:21/09/2023

  Type:Billing 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 two rooms at this resort for Friday, September 15 to Sunday, September 17 at a cost of $637.52. We had changes to our plans, we were initially a party of 7, but ended up being a party of 5, so to simplify things I cancelled the second room and we planned to stay 5 to one room, accepting that there was a $30 per night cancellation fee for the second room. In all honesty, I did not communicate this prior to our arrival as I did not think it would be a huge problem, but as soon as they realized how many people we had, they started finding ways to charge me over and above the initial room cost without actually telling me what the charges would be. I don't recall only booking each of the two rooms with two people per room, but that is how my booking showed up for them. The manager was immediately ********* and did not communicate that we would be subject to an extra $25 fee per person, per night, times three people (because my original booking said two people.) He mentioned an extra person charge and a charge for a rollaway bed (also $25 per night) - at no point did he specify that I would have to pay for 3 extra people, or we would have left. So they charged me: $25 X 3 additional people = $150 Rollaway Bed rental : $25 per night X 2 night = $50 Plus taxes. So my credit card ended up being charged an additional $232 after our stay. Plus the original $300 deposit. Plus $81.76 for the cancellation plus tax. So in total I paid $613.76 for one room, instead of just getting two rooms for $637.52. They managed to find all of these ways to charge me rather than just giving me two rooms when it was literally a $23.76 difference from the original price I booked at. I feel as though they ************* ****** ** in order to charge me more for one room rather than simply offering two. I haven’t even gotten started on the unbelievably poor experience we had at the resort and the number of cleanliness issues and safety hazards that are present on the property.

  Business Response

  Date: 29/09/2023

  The original booking made by the guest via our website was under booking Confirmation #: ******** and consisted of 2x Superior Rooms, each with 2 king beds. It states on our website that these rooms sleep a maximum of 4 people. As shown in the guest's confirmation email, they booked for 2 people per room, and so, the non-refundable rate they chose to book was based on 2 occupancies in each of the rooms. The guest call and request on Sep 4th, that they wished to cancel one room and we agreed $30 per night for cancellation fee. When they are check-in, we found their party is 5 people. here were several fees which were charged due to this change in arrangement. Firstly, we charged a cancellation fee of the room not used: $30 per night instead of full amount of booking. Secondly, as highlighted in our terms and conditions, as well as the guest's confirmation email, we charge a $25 fee per extra person staying in the room, extra to the number of people initially booked for. As previously mentioned, the guest only booked for 2 people per room. As so, after condensing the party of 5 into 1 room, that left 3 extra people not on the booking. Thus, we charged 3x $25 per extra person per night. Lastly, as the website mentioned, the Superior room only sleeps 4 people, and they wanted 5 guests in the room. This meant the the guests needed to rent a cot for 2 nights for the 5th member of their party not on a bed. This costs $25 per night. This was discussed and agreed all the rate in person upon by both the guest and the hotel's management at the front of the room.

  Customer Answer

  Date: 29/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because NONE of this was clearly communicated in person. You are fantastic at communicating via email but at no point did anyone clearly outline to me that I was going to be charged $232 more for our stay. It was NOT communicated as you are claiming that the rooms were booked for two people and that you charge more if there are four. I just booked 2 rooms on your website based on how many people I had coming and that 2 people would share a king bed. I had six four beds to sleep 8 people initially and when we only had 5 coming we dropped it to one room. At no point did anyone say "you are only booked for two people and you have three extra people here so that will be $150 more." NO ONE SAID THAT! 
  
  The only thing anyone mentioned to me was the cost for the unfit for human sleep cot rental, but at no point did anyone quote me on what the cost would actually be either. Plus who charges for a cot when you are already charging for the person to be in the room? Talk about finding any possible way to charge people. I have never paid for a cot anywhere else before, and anytime I have needed one it has been a true rollaway bed. This was springs with a piece of foam on it that no one should be expected to sleep on let alone charged for. Absolutely unacceptable. 
  
  The problem I have and why I have involved BBB is that I was charged $232 more for one terrible stay in one room, instead of being offered two rooms at almost the same price. No one in their right mind would pay $600+ to sleep five people to a room with one on a terrible cot if they could have paid $23 more than that and had two full rooms. What is not clear about this?
  
  You took the opportunity to charge my credit card as much as possible for one room instead of offering us a second one when you **** **** *** ******* to charge me.  Had I know that those were the insane charges, we would have cancelled and left and went to stay somewhere else. I deserve a refund for your poor communication about the charges. I should have been provided with either clear communication or a printed copy of all of these additional costs instead of you saying nothing and then just charging my credit card after I left. That is ********* and poor customer service. 
  
  I also deserve a refund for the incredibly poor experience overall. You are charging resort prices for a motel experience. 
  
  Here is a reminder of all of the issues we faced at your property:
  - Toilet did not flush properly and water ran continually unless we lifted the tank off and resolved the issue ourselves.
  
  - Incredibly dim lighting in the bathroom, only one lamp lighting a huge space. Only one wall lamp lighting the main space as well. 
  
  - Room was dusty and beds have not been vacuumed or dusted under in weeks if not months.
  
  - Poor sealing on the bedroom window allowed massive beetles to enter our room that we had to kill before we could sleep.
  
  - Air conditioning unit barely worked and was noisy when it did. 
  
  - Zero maintenance on the grounds / no pride of ownership or landscaping / massive mushrooms growing everywhere that could be toxic to the pets you allow to stay at the property. Derelict old blue van was our morning view parked outside. Old snowmobiles covered in bird feces do not constitute “rustic decor.” 
  
  - Hot tub was broken, this was not communicated prior to our stay so we could not use it, and the pool area was disgusting. This is ********* to anyone who is booking with you as this is advertised as an amenity. 
  
  - There was a boil water advisory that no one bothered to mention, we only found out about it because we happened to take the elevator on the second day of our day, otherwise we would not have known and may have drank the water from the tap. 
  
  Do the right thing and refund me for the charges you were ********* about. It is simply not okay to run a business the way you are. 

  
  Sincerely,
  
  
  
  ****** ********