ComplaintsforForrest Hills Mountain Resort

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Room unclean , very poor customer service , charged for 4 nights when only stayed 2 nights , when addressed with company they were nonchalant and reported we agreed to that . I explained we did not agree to pay for services never received and still have not heard back yet . Also, got charged for something we or they cant even say what it was for . We only agreed to pay for 2 nights 299 and 5 horseback rides 250 plus taxes and that is it . We would like a refund on the difference and a formal apology for treating our compliant like nothing .

  Business response

  09/09/2022

  Please find below one of several responses in regards to this.  I have also attached the video in which I explained the situation to her husband when he checked out.  They were never charged for 4 nights.  They were only charged the amount that was on the confirmation they received when she made her reservation online.

   

  ***********************************

   

   

  From: *****************************
  Sent: Monday, August 15, 2022 6:21 AM
  To: '***********************' <*******************>
  Cc: Front Desk <**************************************>
  Subject: RE: Your Reservation for Forrest Hills Resort #******

   

  I would like for you to please go to our website at this link to review how charges appear when making a reservation.  We are a family business of *********************************** business if we operated the way you say.  https://forresthillsreservations.com/irmng

  I did a search on August 26/27 and It looks like this:

  

   

  The information book in your cabin would have detailed information regarding your hot tub and had you called we would have also explained that the chemicals in your hot tub would have easily dissolved when you turned the jets on.

   

  I will send you a video of the conversation we had with your husband at checkout soon.  Are you denying that you received a confirmation when you made your reservation online?  Are you denying you received an invoice at check in?  You are not my judge maam and I dont want anything that is not owed to me.  I answer to a much higher power.  I would not want the karma associated with trying to cheat anyone.  You do what you feel is right.

   

  *******

   

  From: *********************** <*******************>
  Sent: Sunday, August 14, 2022 6:16 PM
  To: ***************************** <**********************************************************>
  Subject: Re: Your Reservation for Forrest Hills Resort #******

   

  Ok, this back and forth is not going anywhere. When I originally signed up on the website I believe it showed 2 nights for $299. I did not realize your company would do what it did so I did not do a screen shot of it. And I did bring up how the room was not cleaned while I was there and you may have been one of the people I talked to that told me the cleaning staff doesn't have to clean the oven. I was also told the only thing yall clean the hot tub with is baking soda. And the baking soda in our hot tub wasn't even dissolved all the way which is why I did not even use the hot tub one day because I was unsure of what it was.  This is ridiculous how your company is fighting this and bold face lying about what was told me . I will never use your services again and I will tell everyone I know how your company operates. I will continue to dispute your false charges of us staying for 4 nights. 

   

  On Sunday, August 14, 2022 at 02:20:30 PM EDT, ***************************** <**********************************************************> wrote:

   

   

  Below is a snippet from your bill/confirmation that you received at the time you made your reservation online.  We removed the Canoe/Kayak charge and billed you for two nights and the horseback ride.  Your rates were based on a two night stay making your nightly rate $299 before taxes.  When making online reservations our website shows the amount for deposit and states due today along with the total cost of your stay.

  

   

  The payment in the amount of $***** was in error as it should have been for the balance of your stay ($543.91 minus the Kayak charge).   

   

  Did you bring any of the issues you mentioned here to our attention while you were here?  I assure you we do not tell our staff to not clean ovens.  We use disinfecting cleaners to clean all of our hot tubs and we used a form of baking soda, among other chemicals, in the hot tub after they are cleaned.  I am always advised when a guest has issues and I was not made aware of any for your stay.  If someone did tell you all of that wrong information it would be important for me to know an approximate day and time that occurred as I would pull the video from that time and use it for training purposes.

   

  Please advise.

  *******

   

   

   

  From: ******************* <*******************>
  Sent: Sunday, August 14, 2022 1:40 PM
  To: ***************************** <**********************************************************>
  Subject: Re: Your Reservation for Forrest Hills Resort #******

   

  Hello , and thank you for emailing me back . To be clear my husband was told nothing specific about charges . He was talked to about how the charges were supposed to be split between me and his cards but the only card that was used was mines . Furthermore , me and my family expected to pay for 2 nights and horseback riding with taxes . However, we were charged for 4 nights and some miscellaneous fee for ***** that your front desk lady couldnt even explain what it was for . We had several issues with the room not being clean and poor customer service . I was even told the cleaning ladies are not supposed to clean the oven which means they are not required to clean everything. That is not clear on your website at all . I am formally requesting and disputing the charges for the extra 2 nights and the charge no one could explain . Also , your hot tubs are only cleaned with baking soda and my son did break out after being in your hot tub . It very well could be related . We also had spiders in and out of the cabin and a scorpion inside the cabin . Your nonchalant front desk lady did not even seemed to give any true concern for the room not being clean either. We are. It satisfied and refuse to pay for what we did not use . We will not do that ! Please correct my bill and credit the difference.
  *************************

  On Sunday, August 14, 2022, 08:37:27 AM EDT, ***************************** <**********************************************************> wrote:

   

   

  Good Morning,
  This is *******, one of the owners here at Forrest Hills Resort.  I understand you had a question about your charges.  After arriving after hours you officially checked in the following morning.  The new girl at the front desk made an error and did not collect the proper balance.  She should have collected the balance as indicated on the registration card you received in the envelope for your late arrival which also matched the balance due on the confirmation you received (see attached). 
  
  I have forwarded this email to you as this is the confirmation you received when you make a reservation through our website.
  
  On your day of departure we discovered the balance due and realized the error.  We spoke to your husband at checkout when he returned the keys and explained what happened.  We also handed him the receipt.  He said he understood.  I apologize for any confusion.  I can pull the video from that time if you like and send it to you.
  
  Please let me know if you have any questions.  I hope you enjoyed your stay!
  *******

  
  -----Original Message-----
  From: Front Desk <**************************************>
  Sent: Monday, July 11, 2022 10:06 PM
  To: *******************
  Cc: Front Desk <**************************************>
  Subject: Your Reservation for Forrest Hills Resort #******
  
  Thank you for choosing Forrest Hills Mountain Resort!
  
  Attached you will find:
  Your confirmation - Please check dates and # of guests.
  Directions - Including roads to avoid!
  Story Of The Resort
  Attractions Brochure
  30 Ways To Enhance Your Stay
  
  If you have any questions or would like to add on to your reservation, you can reply to this email or give us a call at ************ or ************
  
  CANCELLATION POLICY:  You must cancel 14 days or more prior to arrival in order to receive a refund less a $40 processing fee.  Cancellations made less than 14 days to arrival will forfeit your deposit.  THIS POLICY DOES NOT APPLY to group or wedding related reservations.
  
  NOTE:  Dirt roads are never required to get  to Forrest Hills Resort.  Remember to spell Forrest with two R's.  Please disregard if your GPS directs you to  a dirt road.  We are located at 135 Forrest Hills Road, ********* ** 30533
  
  PETS:  Are not permitted in any of our rooms and only some of our cabins with a fee.  Advance notice required.  $300 fee if found in cabins or rooms that are not pet friendly and/or you may be asked to check out without a refund.
  
  Thanks again, and we look forward to your visit!
  
  From the Kraft Family & Staff at Forrest Hills Resort

*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. ↩