ComplaintsforJuniper Springs Resort

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/26 around 9:50pm, I went to take a shower in the master bathroom of Room 239. Before I even went near the shower in the shower stall, I felt that there's some water dripping down on my head. When I looked up, I was shocked to find that water was dripping down from the ceiling of the bathroom through a crack. Apparently someone was taking a shower upstairs. So it was the drainage water leaking from upstairs onto my head and my body. I also found that the ceiling was actually covered with black mold. It was very disgusting. I called the front desk around 10pm, and requested someone to come over to take a look; at least to document the situation. The front desk ******************* said it would be documented anyways; without showing much concern as if this kind of maintenance issue happens all the time and there's no surprise to him. After waiting for ***** minutes, I became tired and wanted to go to sleep. I called the front desk again. ****** said there's no maintenance guy available and would only send someone there the next morning.The next morning on 7/27 when I saw the general manager in the lobby. I asked about the leaking issue again. She got very impatient, and told me they would take care of it (yet with no apology). I specifically asked what it meant by taking care of it. She said she would remove the room charges. The front desk manager ****** confirmed to me that both room charges and resort fee would be waived for our room (room 239), and refund would be processed through the third party agent (Expedia). Have a chat documented.Two days passed. I had received no notice of any refund from Expedia yet. So I sought help through a live chat with an Expedia agent. Apparently the hotel did not contact Expedia for any refund for our booking at all. When the Expedia agent called the hotel for our case, and got the answer that they could only refund the one night room charge to us. The Expedia agent needed to talk to them back and forth in order to get our refund back.

  Business response

  09/03/2024

  *****'s room charges were refunded in full.

  Customer response

  09/04/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. We got the refund finally but have to put a lot of effort. The ** initially said said they refunded the money because of asking us to leave instead of black mold issue. Their response here proof the sole reason of refund was due to hazardous.

• Initial Complaint

  09/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at a hotel and I was unhappy with the room quality due to the uncleanliness and a clogged toilet. The carpets were not cleaned well. The toilet would not flush. Upon complaining about these issues to the front desk I requested a refund and a call back. I did not hear back from the hotel. Additionally they over charged me twice without notification, a receipt or authorization. Ive had to cancel this card to prevent further unauthorized transactions. I feel that this business stole from me with out my consent.

  Business response

  10/24/2023

  Guest *********************************** stayed at Juniper Springs Resort and had a service animal with her. During her stay, the housekeeping team found f**** and urine in the room upon checkout. Additionally, ****** attempted to clean the mess using hotel towels and sheets, both of which had to be discarded. Incidental fees were charged to the card on file, and the sheets were also covered in dog hairs.

  
  I received an email from ****** on September 30th at 11:50 am and replied on October 1st at 9:19 am, explaining the situation and the reason for the applied incidental fees. ****** also mentioned a clogged toilet upon check-in, although this was not reported to the front desk. The room had been cleaned by our housekeeping team and inspected by our supervisor before the guest's arrival.

  
  Attached, please find the email correspondence between the guest and the hotel. Additionally, I am attaching our check in letter signed by the guest acknowledging our resort polices. Also attached please find a picture of the items that were discarded given the conditions that they were found. 

  Best regards, 

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

  General Manager 

  Juniper Springs Resort

  ************

  Customer response

  10/27/2023

   I am rejecting this response because:
  
  I am a type one diabetic and require to have a service dog with me at all times. I advised the front desk agent upon check in of the fact that I had a service dog with me. The agent advised that she made a note on the reservation so I would not receive additional charges at check out for dog hair. Apparently this is a common situation. I used a hotel towel to clean up coffee that spilled in the unit on the counter because the coffee pot had a broken lid. I am very upset that a coffee stained towel and dog hair in the unit has cost me $250.00 extra for a room I paid $212 to begin with. My service dog is 6 years old and has never had an accident inside. I called the resort 5 or 6 times asking for the pictures that were attached to this complaint with the response from the *** The front desk agent, front desk supervisor, and the general manager refused to send me the pictures. It was very kind of them to send them to the BBB upon request. It is obvious from the picture that it is a coffee stain. What I am most upset about is the fact I was charged $250 without being notified. No one from the resort cared to give me the common decency and call me before charging me an extra fee. I have worked in the hospitality industry for 5 years. If there is an issue with the room it is very important to reach out to the guest. The entire situation could have been avoided if the Front Desk Manager called me. I was upset upon check out to begin with because of the clogged toilet. I advised the front desk agent of this when I checked out. She said a manager would call me and no one did. I had to call the resort a few days later 5 or 6 times to figure out why I was charged twice. Overall it was the worst hotel experience of my life. My family was in the process of moving from ********** to *******. It was an expensive move. I did not expect a hotel to over charge me the way they did. I can not afford to pay double the price. The agents and managers at that resort stole $250.00 from me and provided unacceptable customer service. I am not satisfied with the response from the general manager. I asked him for his direct managers information and he did not email me back. He is not professional. He also did not send me the picture I requested. I have still not received a receipt for my stay. I have asked for a copy of my resort folio more than once and the resort will not send me one. During my journey across the country I stayed in many hotels and Juniper Springs Resort was the only resort that refused to send me a receipt. 

• Initial Complaint

  09/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My wife and I were charged $250 from this resort. The charge was not authorized. We have had zero success getting any answers from management. This appears to be fraud.

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