ComplaintsforLake Arrowhead Resort and Spa

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 17, 2023 I stayed at the Lake Arrowhead resort. There was odd behavior by a man that claimed to be hotel security however he did not have a badge or any identification of a security guard. I saw him outside my hotel room door at least 3 times and he even followed me to the lobby. I recorded him outside my room and in the lobby around 3AM. The reason I went to the lobby at 3AM was because I got scared that he was trying to harm me. In one of the videos I recorded him entering the hotel room next to mine, which was odd. I reported the incident using the link provided by the hotel and I did receive a follow-up e-mail and phone call from ***************************** one of the managers of the hotel. During our phone conversation on 10/31/2023 ********************** mentioned that the man was his security guard and he and his guard were staying in the room next to mine. At the time I thought the entire incident and hotel response was weird. The reason I am reporting this now is because the stalker behavior exhibited by the security guard continues to bring me discomfort when I think about it and there is no reason as to why I shouldnt let somebody know about it to prevent future guests from experiencing the fear I felt during that stay. Further the hotel never disclosed the mans name that was stalking me.

  Business response

  04/02/2024

  Hello,

  This guest has spoke with our Director of Rooms and our Vice President of Operations (Corporate). The employee is our security guard and is required by the nature of his job to patrol the property at our request. This was explained to the guest when she came to the lobby at 3am from our Night Auditor. In addition to all our security personnel patrolling while ********, our overnight security team is also tasked with checking vacant rooms to ensure they are clear, and any HVAC system and lights are turned off to conserve energy. This is why the officer entered the room next to hers. At no point was anything she described considered stalking.

  The guest spoke to the Night Auditor, the Manager on Duty, our complaints team, our VP of Ops. and now the BBB. She has been told the same information as above every time. Please let us know if you need anything further.

  Thanks,

  ************************;

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 4th I book a 3 night stay with check-in on July 9th.I booked on AAA.com and they stated "Free Cancellation 72 Hours Prior to Check-In". I cancelled my reservation on July 5th, 4 days prior to check-in. On Monday July 10th my credit card was charged for one night - $165. The cancellation policy I got a link to when my reservation was confirmed stated " CXL: CXL 3DAYS PRIOR TO ARRIVAL-FEE 1 NIGHT-INCL TAX-FEES 72 HR CANCEL POLICY PENALTY 1 NTS ROOM AND TAX ". How do you even read that, it is not a complete sentence. I called the hotel and spoke to someone at "the front desk" and they promised to call me back. A week later I'm still waiting for the call.

  Business response

  08/11/2023

  Good Afternoon,

  The cancellation of this reservation did not communicate to our system, however the No-Show fee was refunded on 8/4/23 once evidence of the cancellation was provided. 

  Thank you,

  *********************, ************ Manager

  Customer response

  08/16/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩