ComplaintsforGolden Bear Cottages

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keep receiving fraudulent charge from this company to my credit card

  

  Business response

  08/10/2022

  Guest booked on a third party website with the clear understanding that there are no refunds for holiday reservations. Guest continues to dispute the charge with her credit card company which in turn alerts out system for the payment of the non refundable reservation.  Guest had the entire amount to use for another time with out expiration but there is no refund due. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation on 4/19/2022 for 3 nights at Golden Bear Cottages for 7/21 - 7/24 2022. I realized I had the dates wrong & I cancelled my reservation within 15 minutes of making it (reservation cancellation 91*********47). After 7 days, I had not received my refund of $555.16 and I called the hotel directly and spoke to ****. **** told me she submitted the refund and that it would take 7-10 days. I waited the time frame and no refund. After leaving several messages, **** told me she had processed the refund. She told me her bank had withdrawn the $555.16 and it was sent to my bank. I asked for a record number or something to prove the refund, which she said there was no trace of it. **** told me she would re-process my refund and to call her back in 3 days. I called her back in 3 days and to this day I have not received my refund or a message from her. I believe she is giving me the run-around. I've been extremely patient. I've never experienced a situation where a refund has taken this much time. I also called Hotels.com, the site I used to make my reservation, and they have also left messages. I don't know what else to do. Thank you for your assistance. Respectfully, ****** ****** ###-###-####

  

  Business response

  05/27/2022

  The guest was refunded by golden bear cottages in The end of April. Guest called and stated that refund never posted so Golden Bear Cottages cancelled that refund and re issued another refund on May 13,2022. The refund has posted and no further action is necessary. In speaking with the guest she says she will be contacting BBB to withdrawal her complaint. 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a weekend trip for my girlfriend and I to stay at the cabin as a nice treat. The morning we were supposed to go up, we unfortunately both tested positive for Covid-19. Feeling like we were a threat to other's health, and following local and CDC guidelines, we called up to let them know that we tested positive and would not be able to make it due to taking social distance precautions. We offered to send screenshots of our results as proof. We proceeded to ask for a refund due to the unique circumstance. The woman my girlfriend spoke to on the phone instead prompted us to continue with our vacation plans to go up and claimed that our current state of both being positive for a highly contagious and deadly virus was "just a cold -a slight sniffle." The resort is now refusing to refund our deposit. and is defying California Covid guidelines. In a time when this new variant - Omicron is running rapid, how are guests to feel safe and comfortable in a space that is urging positive guests to stay in their facility and put others in the resort AND the city at risk? Big Bear is a isolated small city with limited resources. The winter season is something their economy depends on. This company being blatantly selfish, taking money, and not offering even an option to reschedule when their customers are trying to keep them and their guests safe is appalling. This resort should be understanding of the situation and be MORE than willing to refund with these scenarios instead of constantly calling us to ask when we are going to show up to their facility sick.

  

  Business response

  12/24/2021

  This guest cancelled the same day as her reservation. She said she felt fine but she was positive for Covid. I explained that we do not give refunds for same day or cancellations 72 hours before the checkin. However- as a courtesy, we offered her a rain check for the full amount she paid with no penalties. This is our policy for cancellations that are 72 hours or less from the day of check in. No refund is due. 

*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. ↩