ComplaintsforBlack Forest Lodge
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Complaint Details
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Initial Complaint
01/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We booked a stay at the lodge back in December 12/19/22-12/21/22 on ******.com. Received an email 2 days later saying that there was an issue with our credit card info and to call the hotel. Rather than hassle with this reservation, we just booked another hotel. No confirmation email was ever received for our reservation. I checked my bank statements a few days later and saw that this place had charged us for the entire stay that we never had. After calling the lodge we were told that that credit card info error email was sent by ******.com and not them so they were not responsible. The employees and manger we spoke to disregarded our side of the story and did not accommodate us at all. It seemed like they were only intent on trying to justify billing me for a stay we never had based on an erroneous reservation.Business response
02/13/2023
Customer Information: Oliver Bednar
As you can see from the complaint, Mr. ****** chose not to cancel with ******.com or our location. The customer did receive a notification from ******.com regarding their reservation and credit card information. We (Black Forest Lodge) did not receive any cancelation notice from either the guest, Mr. ****** or ******.com.
We did charge the guest prior to their check in on 12/19/22, as is our policy. The guest did not contact us regarding their decision to rent elsewhere. The hotel room was held in the guests name, as it was a pre paid reservation. If the guest would have called us as directed by ******.com, we would have had the opportunity to re rent the room to someone else, and gladly refunded their money, minus a small processing fee of $30.00.
The guest was told when they called us after their stay, that if they would have contacted us in any way prior to their stay, that we would have re rented the room and refund their money, minus a small processing fee. As stated in their communication to you and to us over the phone, the guest chose not to contact us. Therefore, no refund will be processes.
If you have any further questions, please feel free to contact me.
***** **** - Day Manager
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.