ComplaintsforPonds At Fox Hollow

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My complaint concerns a stay at the Ponds at Foxhollow, Lenox, MA  from July 9-11 2022. I was charged $631.33 for the 2 night stay. I was hosting my brother and sister-in-law to celebrate a milestone anniversary celebration.I paid this large sum because, according to the property's website, we were offered use of a lengthy list of recreational facilities (gym, pools, tennis courts, bicycles, etc). However, due to late check-in time (4 pm) and early check-out time (10 am), we were unable to make use of any of these facilities.Due to lack of bathroom "amenities" also advertised on the property's website--we were supplied only 2 very small soap packets for 3 adults--we had to take precious time out of our first evening to purchase soap & shampoo-- normally supplied by every hotel/motel I have frequented.Not enough towels were provided in the bathroom, and we had to reuse damp towels the second night of our stay. I did not use the shower during my stay, in deference to my guests.The Ponds at Foxhollow appears to caters to long-term residents (e.g. we were asked to dispose of our trash before leaving; the washing machine in our hallway was constantly in use by our upstairs neighbor during our stay). If this is the case, short-term residency should not be accepted, or the fees for short-term residents should be lowered to reflect the ACTUAL amenities available to them.Attached is a letter I wrote to *************************, General Mgr. at the Ponds a week after our stay. I rec'd no response. I called the Ponds a few weeks ago, and *****************, the new General Mgr. at the Ponds, called me back, and promised to rectify the situation. I requested a monetary refund to reflect the mis-leading web-site information, the lack of services actually received, and my embarrassment in offering my relatives a disappointing stay in which to celebrate their anniversary. To date (09/02/22), I have, again, received no response.

  Customer response

  09/16/2022

   

  Confirmation:********** PIN:****   Payment successful Hi *******, We received your payment for yourbookingatThe Ponds at Foxhollow by *****************. Jun 23, 2022   1575 Paid $631.33 Other taxes or fees may be charged by the property during your stay.           Travel smarter with theBooking.comapp The app is the easiest way to make, change, or cancel bookings on the go. Get the app Booking.com *********** 597 1017 CE ********* ***************   Manage subscriptions Unsubscribe Customer support Privacy Policy               Confirmation # ********** Pin # ****

   

  Wed, Jun 22, 9:30 PM Payment successful Hi *******, We received your payment for yourbookingatThe Ponds at Foxhollow by *****************. Jun 23, 2022   1575 Paid $631.33 Other taxes or fees may be charged by the property during your stay.

   

   

  Jun 23, 2022

   

  1575

  Paid

  $631.33

   

   

   

   

  Travel smarter with theBooking.comapp

   

   

   

  The original letter I sent to the Ponds at Foxhollow, and comprised the entire content of the attachment I sent with my original complaint was: 

   

  My Stay at Ponds at Foxhollow, *****, ** on 7/9 - 7/11, Booking. com confirmation #********** 

  HT. 

   

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  Saved: Sat 8/6/2022 9:20 AM 

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  From: ***************************
  Sent: Saturday, July 16, 2022 3:53 PM
  To: e.******@pondsatfoxhollow.com <e.******@pondsatfoxhollow.com>
  Subject: My Stay at Ponds at Foxhollow, *****, ** on 7/9 - 7/11, Booking. com confirmation #********** 

    

  ****** ****** 

  General Manager 

  Ponds at Foxhollow 

  *****, ** 

   

  Dear Mr. ******: 

   

  In response to several on-line requests from The Ponds at Foxhollow and Booking.com for an evaluation of my experience staying at The Ponds at Foxhollow in *****, **, I have chosen to respond by e-mailing you directly. 

   

  I recently occupied one of the units with my brother and sister-in-law from July 9 - 11, 2022.  We were celebrating their milestone wedding anniversary, and I wanted to treat ehm to a Berkshire getaway as a special present.  The accommodations at your facility were expensive for me, but I wanted their experience to be a special and comfortable one for my brother and his wife. 

   

  Unfortunately, our stay did not live up to my expectations.  Due to the late check-in time (4 p.m.) and the early check-out time (10 a.m.), we were unable to avail ourselves of any of the lengthy list of offered facilities (e.g. pools, gym, tennis courts, bicycles, etc.), as advertised on your website.  And we had to actually rush in order to meet the 10 a.m. checkout time--not a hoped-for feature of the relaxed getaway I'd envisioned. 

   

  Also, the "toiletries" listed under the amenities on your website did not materialize.  For three adults, the "toiletries" supplied consisted of two very small soap packets--no shampoos or anything else customary of the better motels I have experienced.  Because of the inclusion of "toiletries" on your facility's website, my guests and I arrived unprepared for our stay, and had to take precious time out of our first evening in ***** to purchase rudimentary soap and shampoo supplies.   

   

  As well, there were not enough towels in the bathroom for a two-night stay for three adults, causing the need to re-use damp towels or, in my case, deciding to forgo showering until I returned home--in deference to my guests' comfort. 

   

  Perhaps your resort caters more to individuals who are staying for longer periods of time and, therefore, bring their own supplies, linens and toiletries.  For example, I noticed our designated washing machine was in use by another tenant for the entire time of our stay.  If short stays are not preferred, you should not accept reservations for guests planning to stay only for a couple of nights, or your rates should reflect the lack of amenities and facilities which are, in all actuality, available to short-term guests. 

   

  I paid $631.33 for our brief stay, and for the disappointing experience I have described.  Your website's description and information is mis-leading, and our experience, which was meant to be celebratory, instead caused me to be embarrassed in front of my brother and sister-in-law. 

   

  I am requesting a reasonable refund to partially compensate for the mis-leading representation of your facility on your website, and the inconvenience and embarrassment I experienced as a result. 

   

  I will await your response before taking further action.  Thank you, in advance, for your consideration. 

   

  Sincerely, 

   

  **************************;

  18 ************ 

  ********, **  01860 

   

  ************ 

  ******************** 

   

  ------------------------------------------------------------------------------------------------------------------------------------

   

  Business response

  09/22/2022

  
  The Ponds at Foxhollow is a legacy time-share resort that offers a limited number of days and weeks for rent. The amenities that are listed on our website do not reference personal care items, although we do offer bar soap to guests. Extra towels and guest supplies, coffee/toilet paper, are easily obtained by asking at the front desk and there is no charge for these.Our pool and facilities are made available to guests during their stay and we allow use upon arrival, pre check-in, and post check-out by simply asking at the front desk. The Ponds rooms are actually well-appointed condominiums with full kitchens that are offered for a reasonable price compared to similar properties in *****, **. In this case, since the customer was so dissatisfied, we did authorize a partial refund. I have requested confirmation from our accounting office, but have responded now to meet the response timeline requirements of the Better Business Bureau.

  Customer response

  09/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer response

  10/25/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  I am writing in reference to Complaint #******** which I filed with your office in regard to my stay at the Ponds at Foxhollow, *****, **., from July 9 - 11, 2022.

   

  Despite the resolution facilitated by the Better Business Bureau, I have still received no response from any individual connected with the Ponds at Foxhollowno phone call, no e-mail, no written communication.  

   

  The current manager, ***************** of the Ponds at Foxhollow, had indicated both to me, and to your office, that he would need to contact his ***************** in order to arrange for a partial reimbursement to address my complaints, as reparation to me for the lack of services my family and I experienced during my stay at his facility.  ************** has not followed up on his agreement with your officehe has had over three months to contact his *****************. 

   

  After his initial call to me in July, 2022, he has not responded to my phone messages

   

  I would appreciate any assistance you can provide in encouraging **************, and the Ponds at Foxhollow, *****, **., to adhere to the terms of the agreement, for partial reimbursement of funds I paid, made under the auspices of the Better Business Bureau.

*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. ↩