Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/6/23 I was charged $300 for smoking when we were not smoking. No one came to talk to us, not one called ** (they have a phone in the unit and my cell number)I called up to get the charge taken off and was met with nothing but hostility and rudeness. I tried to explain how no one in our group smokes and that no one was smoking.****** refused to even listen to me and just spoke over me and hung up on me multiple times. I tried to ask him if we were smoking, then who was smoking? what did they look like?******, unable to tell me. What were we smoking? if we are smoking it give off an Oder. Smoking Cigarettes, marijuana, a cigar? ****** could not tel me. He directed me to the on site maintenance person (who claimed to have witnessed the smoking ) who was equally as rude. He also could not tell me what this smoker looked like. He could also not tell me what we were smoking. He said that he yelled to someone on a balcony from the parking lot. I asked why he did not actually talk to someone or come up to our room. He had no real explanation From their he got frustrated and his story just went completely side ways. He went from him yelling at ** from the parking lot to he had a talk with someone outside. They sent ** an e-mail hoping we would not see it until check out. to try and answer The on site person then tried said someone flicked a cigarette **** at him. asked him why he did not come to our room to talk to **, he said that's not his job and he had other things to do. You job to charge us, but not your job to make sure you have the right person? He got mad at me and just hung up Also wouldn't throwing something off the balcony be ground for removal from the property. Deliberately throwing something at an employee certainly would be. but yet we were not even called or talked to. I am not sure if they got the wrong room by mistake but mistakes happen and it is okay to admit it. I also reached out to ****, GM and **** Directer of **, no response.

  

  Business Response

  Date: 05/02/2023

  There are strict no-smoking policies in all ********** units. Sawmill Creek is a non-smoking property, including the decks. There are steps in place and people on-site to uphold the rules for the Association. We trust the on-site manager when he says he saw someone smoking on the balcony, verbally told them to stop, the person acknowledged it and was told there would be a fine. If that was not the person on the reservation, that is not to say the whole party is not subject to the rules of the Association. In any case, the fine was reversed and refunded to this guest. 

  Customer Answer

  Date: 05/04/2023

  Complaint: 19993729
  
  I am rejecting this response because: I am not saying anything to the no smoking policy. I know it is there. I am sorry that they saw someone else smoking outside and tried to blame **. We were never talked to, no one called ** or came to our room. We also never flicked a **** at him. That is completely made up and if we did we would have been kicked out.
  

  If you are not going to refund the $300 to my card i will just refute the charge with *****. You have the wrong people and you can not even tell ** what the person who was smoking outside looked like or what we were smoking. How can you accuse someone of smoking you can't even see? 0 proof that we were ever smoking, because we were not.

  
  Regards,
  
  *****************

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My cousin and I booked a reservation with Great Western Lodging. A few weeks later, my cousin had a table saw accident landing her in the hospital and further requiring surgery. Both of us have made several attempts to have the trip canceled or rescheduled, and the company is refusing to bend at all despite the extenuating circumstances beyond our control.

  

  Business Response

  Date: 11/30/2022

  We have a cancellation policy that is
  acknowledged upon booking, although this person who submitted the complaint is not the same person who booked the reservation. Travel Insurance,
  through a third party, is sent to all of our guests upon booking. We recommend to all guests to purchase this
  insurance to cover incidences out of our control. This guest did not purchase travel insurance, additionally, they wanted to cancel within the 30 day period where no refund is allowed.

  The agreed upon cancellation policy is as follows: 

  CANCELLATION POLICY: 
  If you cancel your reservation MORE than 30 days prior to your expected arrival date, an amount equal to your payment less a $100 cancellation fee will be refunded. The total amount of your payment will be retained if you cancel WITHIN 30 days of your arrival. There is the option of adding on our optional Travel Insurance to receive a refund as long as you are cancelling under a covered reason. No refunds for no shows, late arrivals, or early departures, regardless of road and/or weather conditions. *If this is an Airbnb reservation, please refer to the cancellation policy set up through Airbnb.

  I am unsure if this guest went through AIRBNB as well, as that's how they booked. This guest stated that they needed to cancel for an injury, which Travel Insurance would've covered, but now as a pre-exsiting issue, it is too late to purchase. Additionally, upon calling our office on 11/17, and when this review was submitted, they told us that their family had COVID and was unable to travel on the dates of 12/12-17, which makes us unsure what the actual reason for wanting to cancel was. Regardless, had the guest purchased Travel Insurance these items would've been covered in full. We continue to adhere to our agreed upon cancellation policy. 

  Customer Answer

  Date: 12/01/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:regardless of cancellation policy, the injury sustained makes it impossible for my cousin to go on this trip and yes my entire family got Covid leaving me unable to work for an extended period of time leaving me financially incapable of paying for my entire family to fly to Colorado for this trip. All the details were explained fully in my conversations. I also requested to speak with a supervisor regarding the matter and was told they did not have one available. I attempted to confirm what the representative was saying and then they told me they did have a supervisor but that they would not be in the office until later. I requested to be contacted regarding this matter and was not. No one has contacted me or my cousin regarding the requested refund as neither one of our families are able to attend this trip. 
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 12/07/2022

  Based on our cancellation policy, and that Travel Insurance was not purchased, we cannot give this guest a refund. 

  We have, however, opened the unit back up to resell. Which means the condo this guest booked is open for rentals during the period they originally booked. If someone else re-books their dates from the 12/12-12/17, we can issue a refund to the original guest. If it does not, we will still collect payment.