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ComplaintsforThe Lava Hotel, LLC
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Complaint Details
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Initial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Other than the cigarette butts in the hot tub (when we checked in) and lying around the property, it was cute and quaint. We stayed in their small cottage in the *******, steps away from their private hot pool. When we checked out, we were sad to leave but definitely planning to return soon. That said, three days later, multiple charges were on our account, almost to the amount of $500. We paid cash when we stayed there and gave them our card number for a deposit. We stayed for two nights and even cleaned the place up when we left!When I called to ask about the additional charges, the manager was completely rude, stating that we completely obliterated two of their chairs - which is 100% NOT TRUE. She sent a picture of ONE chair that was wobbly WHEN WE CHECKED IN, and in the image she sent (below), it had been turned upside down and taken apart. We did NOT do that! The owners called ** and ended up taking the same stance, now saying that we also caused paint damage to the room.The only thing that my husband and I can think of that we did that would have upset housekeeping was that we moved the trundle bed into the main bedroom so that our toddler could sleep next to **. Maybe this upset housekeeping, and so they broke the chair? I am not sure what happened to the chair, but I do know that they treated us very poorly and unfairly over this and lost good customers in the process!!We would have happily paid well over the almost $500 they charged ** to stay in the near future, but instead, I need everybody to think twice about staying here! Do NOT give them access to your debit card number!! My bank is putting a stop payment on this charge, but it would have been nice if the manager and owners had at least CONSIDERED that we are actually telling the truth. Very disappointing!!Pic attached is of the damage they said we did (which we did NOT do) - apparently, this is worth $500 AND losing good customers over? In my eyes this is FRAUD.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.