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ComplaintsforDiscovery Lodge
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Complaint Details
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Initial Complaint
04/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I stayed at The Discovery Lodge from 3/26/2023 - 3/31/2023 on Itinerary # **************. Reservation was through 4/1/2023 but I checked out a day earlier due to the incident below. On Thursday night 3/30/2023, during my stay, the lodge lost power at around 7-715pm. I called the emergency number at 730pm and left a message letting them know about the outage and requested a call back. By 750pm it was dark in the room and started to get cold. I checked texts and email and there was no communication from The Discovery Lodge. I called the emergency number again and Daniel answered this time. He let me know that the whole town had lost power and that it was unexpected with no ETA. I told him my concern that I was in a foreign city, in a hotel room, with no communication from anyone as to what happened and what to expect. It was good to find out that the whole city had lost power, not just the Lodge, but I wouldn't have known that had Daniel not answered his phone. There wasn't much he offered to do. There weren't any emergency protocols, no communication from the management (during or after the power outage), no assurance that I will be provided extra blankets or candles if the power wasn't restored soon. I felt like the management didn't care I was staying at their Lodge. The power company sends out text messages and/ or automated phone messages to the residents and since I wasn't a resident, I didn't get any but the management would have gotten some notification which should have been communicated to the guests. Even if there wasn't any, a quick phone call, text, or email (all my contact info was provided at check-in) would have gone a long way. My phone was about to die so I sat my car for 45 mins to charge it. I was working from the Lodge that week and was concerned about my laptop no having any charge in the morning for me to be able to work. It seems pretty rudimentary to have an emergency protocol to at least communicate with your guests. Friday afternoon, after finishing my work day, I cut my trip short and left as I didn't want a repeat of the previous night. I emailed ****************************** on 4/2/2023 requesting a refund for Thurs and Fri nights' stay @ 82.50/ night + taxes and the pet fee @ 20/ night + taxes with no response. I also called and left a message for a call-back from management on 4/15/2023 with no response.Business response
05/01/2023
I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. We hope you understand that this was an unexpected city-wide issue. Managers were available through our after-hours number, but we received multiple calls at once from all the guests who were staying. The town of Estes was not answering calls as they also received a large volume of calls simultaneously. The power was out for 1 hour and 30 minutes, and we received a notification that it was getting fixed 15 minutes prior to the power coming back. We refunded you for your last 2 nights and apologize again. Thank you!Customer response
05/01/2023
Better Business Bureau:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
****** ******
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.