Business ProfileforGolden Bear Cottages

We’re booked in Hotel.com & reserved for 2 nights and requested only ground floor because of our handicapped son and we contacted also the golden bear cottages and they confirmed it. Upon arrival at night, around 6pm, they just left key in the office. We’re surprised, the cabin that was given has no room downstairs rooms are upstairs that we carried our son everytime we come up & down. This infuriated us after travelling 7-8 hrs from north. We were calling up but there’s no reply. The following day, office lady gave us only inflatable bed and voucher of 50% discount next time we come back. Well, i dont think we will come back, we only want a refund back but not given us. Office said ground floor was offered to another family. ?? It’s ridiculous. This first time happened. They don’t have word of honor. I can sue them if i wish. Cabins are terrible, heating condition is old, no ramp, dirty floors, smelly, windows are not properly fixed, road entrance is so muddy, skin of my child get rashes probably due to bed bugs etc. This needs to be checked by BBB. I hope next vacationist won’t experience this unprofessional deal.

We are sorry for your experience. Hotels.com never informed us of your request. We upgraded you to a cabin two times bigger than the one you paid for as a courtesy because we thought you’d like it better. When you came in the following day to tell us about your request, we were fully booked. We did provide an air mattress for you and extra sheets and blankets to make an extra bed downstairs JT that was our only option. We are sorry for any inconvenience. We were just trying to upgrade you so you had an even better experience.

We have contacted the office in golden bear to make sure everything is ok. We’ve been doing this everytime we travel and not just to rely on website or 3rd party. This unprofessional mistake first time happened. Yes, We expected a much greater service as golden bear lake cottages agreed for my adult disabled & wheelchair bound son but they upgraded w/ bigger cottage w/c we didn’t request in Cabin 23,. What we requested is with GROUND FLOOR ROOMS only. Don’t say YES, if you won’t follow what we agreed upon. You never experience how hard it is to have a handicapped member of the family and just to quickly earn money. You earn a lot but you ruined your reputation. You never know how disappointed we are. We still left a tip as a courtesy to your cleaner although we never used the inflatable bed and blanket Pls don’t do it to the next occupants. Be professional…!!!

We have contacted the office in golden bear to make sure everything is ok. We’ve been doing this everytime we travel and not just to rely on website or 3rd party. This unprofessional mistake first time happened. Yes, We expected a much greater service as golden bear lake cottages agreed for my adult disabled & wheelchair bound son but they upgraded w/ bigger cottage w/c we didn’t request in Cabin 23,. What we requested is with GROUND FLOOR ROOMS only. Don’t say YES, if you won’t follow what we agreed upon. You never experience how hard it is to have a handicapped member of the family and just to quickly earn money. You earn a lot but you ruined your reputation. You never know how disappointed we are. We still left a tip as a courtesy to your cleaner although we never used the inflatable bed and blanket Pls don’t do it to the next occupants. Be professional…!!!