ComplaintsforBasalt Mountain Inn

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 24, 2024 ****** at the front desk processed my reservation and said I would be paying for a room with two queen ***** Prior to my arrival ( July 13, 2024) I called about 6 times before someone finally answered the phone. I tried to cancel due to car issues, both the manager and the front desk receptionist were of no help, on the contrary the manager was rude and condescending. Due to Mr. ****** not wanting to refund me I drove the almost 5 hrs to the motel. Upon arrival I checked in with ******, she handed me keys to room 8, as soon as I walked in the room I realized the room only had one double bed and pull out couch. I headed downstairs and asked for the room I was promised, ****** said she didnt have any more rooms, she called ****** and said shes unhappy and I cant deal with this can you come talk to her ************************* up on me (the phone) stormed into the office and didnt say a word to me until i asked if he was ******* He asked me to come over on the other side of the desk and I refused for safety reasons. He said I can pay for an extra room if I wanted too but that there was nothing he can do as there wasnt a double room available for me despite ****** telling me thats what I was paying for. He repeatedly raised his voice at both myself and my almost 70 yo father. I asked him once gain to refund me for my reservation and he refused to. Im kindly asking for a $220.00 refund. The customer service I received was horrible, my father and I were treated poorly, yelled at and denied what we were told at the time of reservation. Lastly, ****** also denied us a room on the first floor even though I told her my mother is handicap and has an extremely difficult time going up and down stairs.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi , i booked basalt Mountain inn hotel online for three nights through hotels dot com.i had the impression that it was in *****, ********. When I went there checked it I realized it was not aspen it was in different place. I immediately called hotels dot com & informed them abut the problem. I told them since its different location its ok for me to stay 2 night & wanted to make early check out then they told me that this is not a problem we will talk to the owner & will call you after we get owners approval. After several tries they failed to contact the owner& told me they will try tomorrow & also told me you can talk personally.So next morning I talked to the owner personally & told him about my early check out, then the owner told me to talk to hotels dot com they will fix the problem. Again I talked to the hotels dot com & told them owner wants me to talk to them. Again hotels dot com told me they will contact the owner and solve the problem. Also they told me in the meantime you can talk to the ********** will fix it. So again I talked to the owner & told him everything this time owner refused to make an early check out which he could tell me at the beginning. He not only refused it also he was extremely rude to me. At this point I need your help to fix the problem and make sure that owner deals professionally with the customer.

  Business response

  07/16/2024

  The guest has stayed at the hotel. Please see attached receipt and registration card. There is no record of guest leaving early. 

  Customer response

  07/18/2024

  Complaint: 21824471
  
  I am rejecting this response because:

  He is a ****** liar. He is showing deliberately the card which he gave me on the very first day, i.e., on June 4, 2024, when I checked in the hotel. After several request, since he denied refunding me when I checked out the hotel earlier on June 6, 2024, he didn't issue me anything else after taking the room keys from me. Note that I was supposed to check out the hotel on June 7, 2024. After checking out the hotel on June 6, 2024, I stayed at *** by ****** at ****, **** on the night of June 6, 2024. Please see the attached receipt as a proof.
  
  Regards,
  
  *******************

  Customer response

  07/18/2024

  I am sure whether you received my receipt or not. I am attaching it again.

  Customer response

  07/31/2024

  Complaint: 21824471
  
  I am rejecting this response because:

  He is a ****** liar. He is showing deliberately the card which he gave me on the very first day, i.e., on June 4, 2024, when I checked in the hotel. After several request, since he denied refunding me when I checked out the hotel earlier on June 6, 2024, he didn't issue me anything else after taking the room keys from me. Note that I was supposed to check out the hotel on June 7, 2024. After checking out the hotel on June 6, 2024, I stayed at *** by ****** at ****, **** on the night of June 6, 2024. Please see the attached receipt as a proof. 
  

  I am not going to play this game anymore texting back and forth. I provided my proof to BBB and I do request BBB to take care of this!
  
  Regards,
  
  *******************

*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. ↩