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ComplaintsforClaremont Club & Spa - A Fairmont Hotel Spa
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Complaint Details
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Initial Complaint
07/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a hotel room. There were two options on the 3rd part website. One option has resort fee included the other did not. You can see in pictures that this is the case. I booked room with resort fee included. The description of the room says includes access to health club and pool. In the description when it isnt included it doesnt say this. I called hotel before I booked to verify this. At hotel at check out they said that this wasnt included and charged me resort fee. I showed them pictures and asked them to refund fee which they refused. In pictures you can see when there is a resort fee added and when it is included. It clearly states resort fee. Further if I was to be charged a resort fee this should be disclosed in booking price which my room did not reflect because it was included. I am requesting the fee be refunded. I asked to speak to manager etc. who was rude. Moving forward they should correct on 3rd party website but they should stand by their prices listed now.Initial Complaint
07/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a hotel room. There were two options on the 3rd part website. One option has resort fee included the other did not. You can see in pictures that this is the case. I booked room with resort fee included. The description of the room says includes access to health club and pool. In the description when it isnt included it doesnt say this. I called hotel before I booked to verify this. At hotel at check out they said that this wasnt included and charged me resort fee. I showed them pictures and asked them to refund fee which they refused. I am requesting the fee be refunded. I asked to speak to manager etc. thanks.Initial Complaint
10/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been a member of the Claremont Club since JUNE 30, 2016. When I signed up as a member, I agreed to pay monthly dues. I agreed that that the current monthly fee of $635 would be automatically deducted every month. If I used additional services like lessons, and spa treatments, I would sign a form to approve the additional expenses that would be charged to my account.My current monthly fee is $635.00 a month. That is what I expect to be deducted every month. After returning from a long Labor Day weekend, I was absolutely shocked and dismayed to open up my statement received by email on September 6th (with no additional notification) to see a giant bill of $18,517.29 which automatically got charged to my **************** account. I did not receive a phone call or any other form of notification other than receiving this outrageous bill. There was NO effort to contact me, explain what had happened on their end, or even offer to break the giant bill down into manageable chunks. Instead the full amount was charged to my **************** bill. I am now paying credit card fees against this large amount of money.Because of their accounting error, they expect me to pay back fees that go back years, to be paid all at once, and incur credit card fees. When I received and viewed the bill, I immediately sent an email on September 6th to contact me directly. I also left a phone message on September 8th to contact me directly. I therefore called my credit card company to block further charges and have filed a dispute for this egregious amount. To date, I have not received any communication from you regarding this matter.Effective September 1, I asked to terminate my membership. Even though I have called and written them times to cancel my membership, I have yet to speak to an actual person, and my credit card is still being charged monthly.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.