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:07/19/2024

  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.

  My wife and I researched The Lodge at Sedona Website prior to our prepaid reservation for 3 nights beginning June 17. The Website Cuisine listed 4 choices for breakfast. Coffee 24hours and evening ************* all were Deceptive Advertising. Upon arrival I asked what time are the evening horsd'oeuvres and was told that was our old Website for quite a while ago. I said you should have changed it.They told me I must have been looking at another Bed and Breakfast Website. I showed them their Website and was then told that they were not going to change their Website. This is clearly Deceptive Advertising. If their Website was truthful we would have stayed elsewhere.

  Business Response

  Date: 07/20/2024

  Dear Guest,
  Were sorry to hear that you did not enjoy your stay here with us.
  In response to your concerns:
  1) The Website Cuisine listed 4 choices for breakfast: The cuisine tab on our website posts a Sample Menu. It does not list 4 choices for breakfast. Our records show that you called in and spoke with a representative to reserve your stay. At the time of booking, it was explained what our breakfast would consist of during your stay. It is standard protocol for us to verbally review what is served for breakfast for clarification purposes since we serve an organic, vegetarian breakfast and do not serve meat. 
  2) Coffee 24hours: Coffee is always available is stated on our website. To maintain freshness, we brew it on demand as per the guests request. 
  3) Evening hors d'oeuvres: Not listed on our website
  4) They told me I must have been looking at another Bed and Breakfast Website: Since there are so many Bed and Breakfast accommodations in Sedona and it is not uncommon to mistake one business and/or website for another, we thought this might have happened in your case.
  5) This is clearly Deceptive Advertising: We reviewed our website and the information posted on our website is correct. 

  
  We do thank you for your feedback. We strive to meet every guests expectations. After reviewing our website, the information posted is correct. Again, we apologize that we did not meet your expectations. We believe that we could have addressed and clarified all your needs prior to booking had you inquired.

  
  

  Customer Answer

  Date: 07/20/2024

  I thought the eggs were for the first day  only. Perhaps the chef was off that day  I was not told that this was for everyday. They have not changed their Website. Many other guests have been deceived and lied to. The lady that checked us in had the attitude that we didn't know how to look up a Website. I showed her my phone which had their Website .I said you need to change your Website. There are plenty of negative reviews on the Internet for  several years that unfortunately didn't pop up when I read some reviews.  I only want their Website corrected. 

  Business Response

  Date: 07/21/2024

  Dear Guest,
  Thank you so much for taking the time and for your feedback as it helps us to renew, reflect, and continuously improve our services for all. 
  

  We have forwarded your suggestions to our IT department where they will review and consider each suggestion carefully. Your input will help us identify areas where we can improve, make positive changes, and enhance everyones stay. 
  

  Once again, we apologize that we did not meet your expectations. Thank you for sharing your input and we wish you a wonderful day.
  

  Sincerely,
  The Lodge at Sedona

  
  

  Customer Answer

  Date: 07/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/29/2023

  Type:Product 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.

  After being diagnosed with a very serious condition (stage 4 cancer) I booked the retreat immediately on 11/8/2022; however, within 24 hours of the booking called them and asked to refund the deposit as I wouldnt be able to fast due to the nature of the medical condition (I was not a candidate for prolonged fasting). They refused to refund the money ($4500), literally thousands of dollars, and were unwilling to work it out in any way (for example sell my spot to someone else and refund me). I never used any of their services, this was just to hold the spot. Ridiculous. 24 hours IS under the lemon law, but I was so weak and shocked from the diagnosis I didnt have the strength to fight them on it. This is NOT taking care of people, its called theft. Your policy should not be to keep thousands of peoples dollars.

  Business Response

  Date: 10/24/2023

  
  "Hello ******, 
  
  Thank you for taking the time to put this together. Our retreat is unique in that we offer many different wellness programs, medically supervised and non-supervised. Our Fasting Programs are just one of the many programs we offer. If fasting is not a program you are interested in, you are welcome to choose a different program as well as a different length of time to stay. All this was conveyed to you previously.
  
  Our programs, cost, cancellation, and rescheduling policies are clearly listed in all of the literature emailed and verbally shared over the phone when someone calls in inquiring about our various programs. When a guest reserves their stay, the policies are again shared over the phone when reserving the stay to reiterate whats outlined in the emails. The policies are shared once again when confirmation emails for the stay are sent out. These policies are shared a minimum of 5 times both verbally and in writing as it is our goal to be as transparent as possible. You also signed said policies indicating your agreement and understanding.
  
  In addition, it was also communicated to you that you have a credit on your account that you can use to rebook your stay in the future. Normally, the expiration date on the credit voucher is 6 months from the original date of stay. In your case, we made an exception and extended the expiration date to 1 year so that you can use your credit to rebook your stay of choice. The expiry date on your credit voucher is Nov 10th, 2023.
  
  Looking over our notes, it is also noted that you also spoke with and had email communication with one of our doctors here on staff regarding your condition and case at the time. It sounded like you were very excited and ready to participate in this program to support your health. All this leads us to believe that this is an informed decision you chose to make for yourself."
  
  Sedona Wellness Retreat 
  
  
  

  Customer Answer

  Date: 10/24/2023

  When it comes to healthcare, ethical implications are important to consider. Your business model is dealing with people in great need, likely emotionally vulnerable. Having a policy where a non-refundable $5000 deposit is required before any service is provided is ludicrous. Prior to paying, I was led to believe that this is a medical facility with 24/7 observation while people fast. It is absolutely not so, and more than that it would be dangerous to undertake a water fast for someone weighing a little over 100lbs. Your doctor did not communicate that to me, but my local doctor did. I believe that a fair settlement of this situation would be a full or at least a sizeable partial refund of the money for a service that was never provided in the first place. 

  Business Response

  Date: 11/02/2023

  Our 1st email sent to all inquires, this is mentioned We offer Detox/Cleansing, Water & Juice Fasting programscustomize shorter or longer stays not a hospital, hospice, or medical care facility with a staff of 24-hour doctors, nurses, staff, etc. 
  We provide all information regarding our programs for potential customers, at their request, and each individual reads, ask questions, and decide which program they would like to choose. This is all done before assisting with the reservation process.
  We are an intimate retreat. A reservation is accepted &  deposit taken to ensure you have a room, enrolled and have access to our online academy resources, our doctors speak with you over the phone and begin to create a specific plan and protocol for your stay. This is done prior to your arrival. We do not double-stack our reservations. Once a room is reserved, it is blocked off for you. Each stay is customized for each individual according to their needs, condition, or diagnosis. We are not a cookie-cutter, one-size fits all retreat space with guests checking in at any time at will. A deposit is needed to start the process and it is noted several times in our communications, written and verbal.
  It is also mentioned that the deposit is non-refundable. Guests can reschedule their stay. Reschedule fee of $350 is assessed and the balance of any amount paid is placed onto a credit voucher you can use to rebook the stay within 6 months.  In our efforts to work harmoniously with all of our guests, it looks like there was an exception made and your credit voucher was extended from 6 months to 12 months. 
  The expiry date of your current voucher is Nov 10th, 2023. We are happy extend the expiry date for your voucher by another 12 months, bringing the new expiration date to Nov 10th, ****. Again, you have the flexibility to choose a different wellness program and a different length of stay. We hope to have the opportunity to support you on your health journey and goals. Thank you.