ComplaintsforGlenwood Canyon Resort

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation for Jul 11-13. In the midst of booking a 10 night road trip with many different stays and policies, I missed the specifics on the NON REFUNDABLE aspect of the reservation. Upon receiving my email confirmation shortly afterward, I realized I made a mistake in the dates and I replied immediately to the confirmation email to cancel the dates. (This was on a Sunday night, I did not try to reach the resort at that time via phone.) I still did not realize about the refund policy (yes, my oversight) until I received a phone call the next day, and I asked to cancel per my email sent the night before. I was told no email was received. I spoke to Corinne about the possibility of a refund and she advised there are no exceptions. It’s pretty upsetting to be treated without any flexibility in a situation such as this. It is still months before this reservation and I am certain the resort will be able to rebook the cabin preventing any loss of funds. I made an honest mistake and tried to set it right immediately. I feel their refund policy is punitive to families trying to book a summer vacation in the beautiful western part of our country. This reservation wasn’t even held for 24 hours. I emailed the original coorespondence (where I tried to cancel 1 hour after booking) quickly after speaking to the resort. I did not hear back from them so I called Kathy and though she was in the office, she wasn't able to take my call and advised the manager she would not change her mind, and for the manager to continue to enforce the policy. This resort is operating in bad faith in having such a hard-nosed policy and attitude towards tourists and visitors, especially given it was named "Bosco Tourism Business of the Year." And the owners are quoted: Our goal at Glenwood Canyon Resort is to give our guests a multi-dimensional experience that keeps them coming back to our property, our town and our state, year after year.

  Business response

  03/22/2022

  In response to the customer dispute case number ********, please be advised that it is clear the customer did not even read the reservation/cancellation policy prior to the required acceptance of terms to the reservation when she booked her stay online. She admits it was her oversight. Our policy is in place for a reason and to change it because the customer did not do her due diligence prior to the booking would be to not have a policy at all which is unfair to our other customers who do. We have offered her the ability to change her dates since that was the mistake, she claims she made but she was unwilling to accept that offer which we feel was very fair and allowed her to not lose her deposit. We are not being unfair or unreasonable, we are simply enforcing our clearly stated policies.
  
  Kathy S********

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