Business ProfileforBig Powderhorn Lodging

We booked a stay from December *****, 2023 for two ski in/out cabins, through Big Powderhorn Lodging, My husband spoke to ********, the receptionist who took our reservation, several weeks before our reservation date when the weather was unusually warm and there had been no snow and she indicated we would be able to cancel our reservation if there was no snow. Unfortunately the ski slope was closed December 26th due to rain and warm weather. We did not travel to Powderhorn in December. When we contacted ******** to cancel our stay, she indicated we in fact couldn't cancel our stay. She admitted that is what she told us but said she made a mistake. The only reason we didn't cancel earlier was because we were told if they did not have snow we would be able to change our reservation date. It felt like we had no recourse except to dispute the stay through our credit card company. We were then told if we cancelled our dispute, we could reserve another 4 night stay, which we did January *****. Unfortunately, our whole family could not join us that weekend so we asked to also reserve the second 4-night stay for the following weekend, January *****. ********************* told us unless they received the disputed amount of $3,161.98 back to their credit card processor, we would not be able to keep the second portion of our stay. We were told if we were not able to stay the last weekend, we could rebook our stay before the next ski season, which is this coming winter. After numerous emails and phone calls between us, our credit card company, and ********************************, the General Manager for Big Powderhorn. It is our understanding Big Powderhorn Lodging, did in fact, receive our $3,161.98 by February 10,2024, per our credit card company, ********************* has since told us we could not rebook our stay and gave no indication she would refund our $3,161.98. As soon as they received the disputed amount of $3,161.98 back from our credit card company they changed their story and told us they would no longer allow us to book the second stay. We do not believe they ever intended to give us the second stay. We feel this is not a good faith reaction to all the time and energy we have put in trying to find a reconciliation to this situation. This is why I felt I needed to reach out to your organization. Thank you for any guidance you can give us.