Complaints

This profile includes complaints for Inspirato LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Inspirato LLC

  1544 Wazee St Denver, CO 80202

• 

  Inspirato LLC

  1560 Broadway Ste 2090 Denver, CO 80202-5180

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:12/16/2024

  Type:Sales and Advertising 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.

  I signed up for inspirato in Jan 2023, suffered some health issues, and was not able to utilize said membership. I tried to sign up in 2024 again, was quoted a price only through text because I wanted it on paper, was given a price, was willing to pay, and was told they messed up and they were not able to give me the deal at the price listed. When I called them out on it, they denied giving me further options to continue my membership even though i didn't mind paying a fee to continue. I am out $5100, with no solution, and when i was on the phone with a customer sales **** she said because of my medical circumstances that I have proof of, that I was guaranteed some type of solution. So i have no money, and when I went to give them more money, they denied my request. I do have text proof of the conversation and the amount that was owed but when the person i was talking to made a mistake, she denied making it, refused to talk to me, and directed me to her supervisor who was also very unhelpful. the person signed up with is not at the company anymore so I wasn't able to figure out a solution with him, and now i am stuck/out $5100 with no refund pictures will not load but will provide if requested

  Business Response

  Date: 01/15/2025

  ***** ******* joined Inspirato in January 2023 for our Pass membership and agreed to all of our terms and conditions at that time. He paid for, and received, 1 month of Pass (monthly fee + initiation fee), with his Pass set to auto renew monthly thereafter. In his second month of membership the card he had on file was delinquent. We attempted to charge his second month of Pass 3 times and each time the charge failed.  After many attempts to get ahold of ***** about his membership and due to his card being invalid, we resigned his account. ***** had full access to Pass during his membership. We didnt hear from ***** until September 2024 (over a year and a half after he had originally joined and paid for a membership). He requested terms to rejoin the club. Our sales *** gave him the best offer on our Club membership option (at that time we were allowing him to join at $4200 for year, when the membership is typically $7800). We believe this is where the confusion started. ***** asked for the best terms and to pay the smallest fee,so the *** explained that would be our Club membership. He declined that offer,as he only wanted our Pass membership. We do not run specials on our Pass membership, as the membership goes toward reservations. When we explained this,***** was unsatisfied. It was clear he was expecting to get a complimentary month or waived enrollment given his past investment. As so much time has passed, we were not able to honor a waived enrollment on a monthly Pass membership it presents a significant risk to the business. ***** started to become rude and borderline abusive via text and email. The language and approach were considered employee harassment. As we were not able to provide a credit from January 2023, he then requested a refund. This was not possible given the time elapsed and because he received full access to Pass during the time he was a member. ***** was sent a letter from Inspiratos legal team outlining this in detail and he was asked to stop his communicating with Inspirato in a harassing manner. We were clear he wasnt entitled to a refund under our terms and conditions. 

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I paid over $6,000 upfront for a 1 year travel plan with Inspirato. I was sold on the sales rep telling me they would take all the worry and headache out of planning international travel. My very first trip planning experience with Inspirato was a disaster. After having my first frustrating experience, a manager attempted to make it right by giving me a credit for a trip that I booked but then had to cancel because Inspirato dropped the ball about properly explaining the covid guidelines in the place we were about to travel to. I was not 100% happy with receiving the credit instead of a refund, but I agreed.After that, I booked a stay at The Faena in order to use my complimentary trip voucher that I earned when I signed up. The accommodations, the service, and everything was extremely mediocre at the ***** and I did not enjoy myself. I sent in a complaint regarding this stay and I received a friends of the club voucher. I thought of this as a suitable gesture for Inspirato to replace my free travel voucher since I had such a horrible experience redeeming the first one.As of April or May 2023, I had $6,077 in trip credits. Keep in mind that this was money I paid to Inspirato for the trip they dropped the ball on, but they refused to refund my money and instead issued a credit. I was trying to be cooperative and give the benefit of doubt that my bad experience was an isolated incident and not representative of how they normally operate. I reached out to support in January 2024 and they explained that my credits were being used to pay the monthly fee. Prior to this, I was NOT told that in order for me to redeem the free voucher or my credits I had to agree to be charged $650 per month for another 12 months. Seriously? If that was the case I would have immediately said no and demanded a refund seeing that the "credits" are not credits. It's really money that I paid from my bank account to ********************** and it was Inspirato's fault we didn't take the first trip.