ComplaintsforThree Peaks Resort & Beach Club
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Complaint Details
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Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We booked well in advance. The property never disclosed that during the dates of our stay that they would be under construction/remodel. The rooms underneath ours were being worked on the entire visit. Demolition & new materials were scattered all over the parking lot and staircase landings. Very loud noises were constant. And while we were on the balcony an employee used a power washer and sprayed very strong and dangerous water up through the floor all over us and our food, spraying debris along with it which could have caused serious injury. I told the office and they did nothing. I have sent messages to the resort via their online contact form 3 times and they are ignoring me. I am requesting a refund.Business response
09/17/2024
We were not made aware of any complaints by the guest during the 3 night stay. The guest booked through a third party as well and we do not have any payment information. We deny this claim.Customer response
09/17/2024
I am rejecting this response because: The hotel is being dishonest about the facts. I have attached proof of payment, dates of stay, and details on complaint in person and on their website.Business response
10/02/2024
We offer the guest a 50% refund as the guest stayed all 3 nights of the stay.Customer response
10/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. The resort can either refund the 50% to my credit card ending in 3524 or a check can be mailed to**** La Franchi
***********************;
************** 89701
Initial Complaint
02/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My husband pet and I checked into 3 Peaks Hotel February 11,2024.The room had issues right away upon checking in. The water was NOT hot. There were bed bugs and cockroaches more noticeable the next day and in the daylight.We were exhausted upon arrival from driving and needed rest.February 12,2024 my husband took a cold shower around 9 am. I called the front desk staff, they said they would fix the issue. I waited two hours patiently, until calling the desk again. They were Rude and placed me on hold. This was almost 12 noon I couldnt shower yet*.?I proceeded to walk to the front desk. The staff had NO answers or solutions to their room problems. They said they didnt know when we would have HOT water? I asked for the manager. She came out and was angry and confrontational. She scared me. I asked the manager to change our rooms so we could shower. She refused! The manager stated there were no rooms when in fact the parking lot was empty and all the rooms were being cleaned. She was lying and being so cruel and attacking me. She was Stating I couldnt look at my phone? She was accusing me of recording her when I showed her my phone and stating I was not, I was trying to call my husband down to the office to help me. She was making racial slurs. She threatened me and my family. I was emotional shaking and in shock. The manager refused to give me access to the owner. I asked her. Two other women with her were verbally abusing me and trying to intimidate **** asked for a full refund. She refused.I pleaded with the manager and said it was my birthday/wedding anniversary. She didnt care to accommodate us. This was the cruelest experience of my life. I was so emotionally damaged that I was crying all day and night. The manager needs to be fired.I had no choice, but to call ************ and pay higher fees for same day booking. 3 Peaks needs to pay for all the damages and the ************ Fees as well as emotional damages.Business response
02/19/2024
Dear BBB,The morning of 2/12 ************ called the front desk to report that she had no hot water. We had a problem crop up over night with one of our main boilers and that our entire maintenance crew was busy at work repairing the boiler and we would be able to attend to her complaint in a few minutes as soon as the boiler emergency was resolved. The guest was impatient and called the desk multiple times over a short period of time and was advised maintenance was working to find the issue, the guest then proceeded to yell at the front desk yelling and causing a scene. The hotel manager and 3 other employees were in the lobby during this, as well as other guests who can all attest to this guests unreasonable and aggressive behavior. The guest continued to escalate while we were trying to find a solution, unfortunately we had been fully sold out the night prior, so we did not have any rooms available to move the guest to as it was around 10am. She claims we did not want to move her and that the lot was empty so we should've had an empty room, that was not the case, yes rooms were checked out but not cleaned. As she continued and was disrupting other guests we did let her know she was welcome to checkout with a refund for remaining nights, she then began threatening all staff and also threatened us with bad reviews from herself and her family members. We then told her we are ending her stay due to her continued behavior and would have until ****pm to check out. The guest's husband then came in and spoke to us in a very polite and calm manner and we explained to him that we ended the stay, he was very understanding. All pictures provided by this guest are not of this hotel. Attached are the guest folio, she stayed in room 114. I have also attached pictures of the room she stayed in which prove that the pictures provided are not of our property, along with the ****** image search to prove these images were taken from the internet and the guest is making false claims. The guest paid only a total of $86.53 and was refunded the second night.It is clear that this is a total fabrication and that this guest is lying including taking bed bug and cockroach photos from the internet from other properties and trying to say it was us. We have attached proof that the images the guest provided were from other properties taken from the internet.Sincerely,***********************CEO************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.