ComplaintsforSave On Branson

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband spoke to ***** and she swore this was not a timeshare and was solely based on his age he could get these discounted tickets. She brushed over the 90 minute presentation and never stated we had to qualify. When we got there they had 2 sheets regarding if we did not qualify they would charge us $267.00. If we said no we would not qualify. We did not receive any tickets.

  Business response

  04/11/2024

  This has been resolved and the refund has been posted to the customer's account. We apologize for any inconvenience the customer may have experienced.

  Customer response

  04/11/2024

  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. **** went above and beyond to make this right!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have not experienced the worst customer experience than what I have here. I was so excited to set my reservations. Everything went well the information related to me did not raise questions. The representative said all other information will be on your emails. As I checked my receipts I read that I needed to call to check on times for the presentation if checking in on same day. I did call spoke with a gentleman, he said he was the manager and he was not able to help he said he needed to make other phone calls. After a while I called the number ************ and female was not able to help, she ended up hanging up on me. She was unprofessional, condescending and rude. I was so upset that I told her to void my transactions. I called again and spoke to a manager she confirmed that transaction was canceled. She was also not able to help. This is the section on my receipt for you to review. The preview is not at the same location as the check in. Upon check in, we will provide you directions to the preview. If you are going to check in on the day of your preview please let us know so that we can advise you what time to arrive. It is important for you to communicate with us to make your experience smooth and hassle free. Thank you!VACATION DETAILS ****!Youve locked in a 4-day/3-night Branson vacation package but your dates are not yet confirmed.*************************** ********************************************, Branson, ******** ***** Call to Book Dates ************ The preview is not at the same location as the check in. Upon check in, we will provide you directions to the preview. If you are going to check in on the day of your preview please let us know so that we can advise you what time to arrive. It is important for you to communicate with us to make your experience smooth and hassle free. Thank you!

  Customer response

  01/30/2024

  The company boss ******************* has since rectified this situation. He made good on every promise that was originally included at no charge and addressed the issue with the associate who made the poor decisions. He went above and beyond and we have booked our vacation with him. He gave us an extra night at a huge discount also. His customer service was superb. Please remove this complaint so it does not reflect on his business. He rectified the situation.  
  
  Thank you, 

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

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchase a voucher on Groupon for $99.00 for 4 tickets thru Save On Branson. When I contacted them 9/24 I spoke with ***** who advised me this voucher was not valid and sold me a ticket package for $199.00. I contacted Groupon and was told yes this voucher is still active. I have contacted Save On Branson to have $199.00 refunded due to false claims by their agent. The have refused my request.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Before we came down here, I called them about getting H3637333230383133**H for some shows. Everything went well and we called them because we were supposed to get a discount on the H3637333230383133**H. When I got here they told me that if I didn&#**;t go to their presentation they would take $200 something out of my checking account. We tried to deal with them and we are not getting anywhere. We are supposed to go to a meeting today at 11:30 am and they claim this will resolve any differences.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  May 22, 2023, I receive a call from SAVE ON BRANSON about a vacation presentation package offer. I spoke with ***********************. Throughout the call, she assured me that the $69 could be refunded (I was hesitant to purchase and said I would purchase while in Branson) and she further promised top tier shows and attractions are included, like the wax museum, behind the lens and more. After a little back and forth, I agreed to buy the package and call back to schedule shows and such. Upon making requests for attractions, we wanted the wax museum and aquarium. We were told they weren't included. I said they were as that was promised by *******. I was denied and told my package was "too cheap" to include that so I had to pick from one of three choices, such as an elevator ride. Seriously? I complained to the management team. I was offered a refund and I declined saying we will still go but I am very upset she outright lied to us. They never helped with the requested items and I was stuck with the low tier choices although I was offered/promised top tier items.Fast forward a few months, we are booked for early August. I have an unavoidable schedule conflict so I called to ask for a refund. I was denied the refund and told they will "open date" my package and I have 2 years to use it. I said, "no, I was promised a refund." They continued to deny my request. I stated it must of been another lie by ******* and they said they will email managers to get back to me. I have yet to hear back.

  Business response

  07/13/2023

  This has been resolved and the refund will be posted to the customer's account. We apologize for any inconvenience the customer may have experienced. 

  Customer response

  07/13/2023

  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,
  
  ***************************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We purchased discounted H3637333230383133**H through them but what they don&#**;t disclose to you is that you have to sit through a timeshare presentation. We got down there, got our H3637333230383133**H and that&#**;s when they told us we had to sit through a Westgate Timeshare presentation. In the past we sat through this and they were rude, etc. I told them I did not want to do this and they said well you have to do so. No one told me this. They kicked us out of the presentation because they found out we did not like them. We left and told H343137**323336363334H what happened and they told us we had to pay $175. I told them I wanted to finish the presentation but they would not allow us to do so. I got in my car and found out they took the money from my bank account. I did not authorize them to take this out. I would like to get our money back, $175.00.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We did a seminar for savonbranson December 2022 and was pro.ised 24 tickets or $200 since we went there quite often we didn't have to decide now we could wait. on June 1 we were told this promise didn't exist. *** was the agent and he totally lied. the female there became rude and obnoxious. she even told ** ***** was sold out after giving ** a price. this wasn't true we called box office and there was plenty tickets. The bald headed jerk came and told ** we had to leave. they still owe ** tickets or cash which I figure someone stole. I am considering small claims action

  Customer response

  06/06/2023

  This issue has been resolved by the business. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This woman named ***** from marketing will lie to you, they claim that they only want your credit card information to make sure that you go to the event agreed upon and will disqualify you for anything to charge your credit card ! My daughter and children went to get some tickets and she said that we could get some good deals if we signed up for a travel seminar, I said I would go because it was only my daughter and I and she could stay with the children. I get to the event and I was disqualified because my significant other wasnt with me and they charged my credit card for the tickets.. Which the Lady knew it was only my daughter,her children and I( CROOKS) we got tickets for 3 events and only one event was working the two others were out of order !! Scammers !

  Business response

  04/20/2023

  On December 30th at 4:41pm, the guest (4 adults and 4 children as well) who filed a complaint walked into one of our locations in the area to ask about discounted tickets to Beyond the Lens - a local attraction. We offered the guest the full retail value and they did not want to pay the $354.66 retail total - our agent offered them two additional options for discounts including a rate of $281.04 (discounted $74 from retail) and that was also too much per the guest. Our agent then offered a promotion for $120 if the guest and her spouse attends a travel club presentation with a reputable company in town that thousands of people visit through our company. The person named as "*****" in the original complaint from the guest is also not an employee of our company. The guest did not bring her spouse to the presentation therefore did not qualify at the desk at that presentation location - we do have signed documents stating all of the above promotions were offered and what was required for the promotion the guest chose. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/16/22, I checked into the hotel. They gave me a dingy room by the trash cans. I reserved the room back in July. It was supposed to have a balcony over the pool. I prepaid the room. The room was dirty, it was small and it smelled. The refrigerator didn't work. My grandson's iPad turned up missing and they will not do anything about it. They moved me into another room, but it didn't have the balcony over the pool.

  Business response

  01/19/2023

  Better Business Bureau,

  Guest ******************* booked and pre-paid through a 2nd party, "Save on Branson", in August 2022 for a Handicap Double Queen ***** She did not book directly with the hotel. Since our Balcony Jetted Tub Double Queen **** is not a contracted room type with "Save on Branson", it was a special request (See attachment). Guest had been told on different occasions that we cannot guarantee requests; that we do our best to accommodate.

  On October 25th 2022, guest called to confirm room. In regards to the balcony room type that overlooks our indoor pool, guest inquired about the distance from the balcony to the pool. She mentioned to the clerk that she had a 'concern that her two 13-year olds will jump from the balcony into the pool, as they have done this at home'. This was noted on guest record by clerk.

  Given the above notation, the manager did not feel comfortable assigning the balcony room type due to risk of children jumping. Guest and "Save on Branson" were made aware of this decision prior to guest's arrival. When the manager spoke to the guest and expressed this concern, guest did not deny making the remark and guest still chose to stay with us.

  Guest was assigned a first-floor double queen room that included a jetted tub in the bathroom and a view of the outdoor patio area. It was not near any trash cans nor did it have a view of trash cans as she mentioned in her statement/review. She also made a claim that the hallway carpet was 'frayed, stunk and dirty' -which wasn't true. (see photos). This guest room, like most all our guest rooms, is around 330 square feet, which is greater than many standard hotel rooms. It has the same lighting as all our guest rooms, but it does not have a patio door. Our balcony rooms are actually smaller due to the patio. ***** was moved during her stay to a balcony room after she complained of noise from other guests. She was placed at an end room in order to provide her a quiet area, , away from other guests, but not within jumping distance of pool. This balcony still overlooked the pool area as all our balcony rooms do. In regards to the ipad, guest reported the lost item after departure. Steps were taken to follow up to see if the item had been left in the room but no item was found in either guest room nor was one checked in to our Front Desk as per our Lost & Found Policy.

  We take guest complaints seriously and do our best to address issues during their stay. Our goal is to ensure all guests have an enjoyable visit which I feel is reflected by our high ratings on Tripadvisor and other travel sites, such as Booking.com and Hotels.com. ************ was upset from the start because of the decision we made to not accommodate her request for a balcony room 'over the pool'. This decision would not have been made if ************ had not mentioned the possibility of the children jumping from the balcony. This put us in a hard position and we had to err on the side of safety for her family as well as our other guests. ************ has also posted negative reviews ****** & Yelp that include false statements and for that reason, will negatively affect our business. Given this, we would agree to a refund of $405 by check to guest directly which would be the cost for the first 3 nights.

  Please advise how to proceed.

  Customer response

  01/25/2023

  I corresponded directly with ******************* personnel many times July 2022 to plan my lodgings because Save on Branson did not present ******************* on their preferred list of hotels they sent me. In fact Save on Branson tried to dissuade me away from ******************* to other hotels with one hotel more specifically. Consequentially, the best Save on Branson would offer me at ******************* was a handicap room, which I would never buy, or given a choice of a beautiful balcony room over the pool at a competing, like, hotel on their preferred list. I was comparing 3 hotels, all with balcony rooms over the swimming pools which was the core of our entire vacation, which is what I based my decision on, and paid for 6 months in advance.  All three hotels had similar attractive inside pools with balconies (my base requirement ) for our vacation.   I researched internet and corresponded directly by phone with all three similar hotels, talking with hotel personnel, drilling down, asking specific questions with great details regarding hotel features, room features, amenities and pricing. After conferring with ******************* personnel, all things beings nearly equal with the three hotels, I choose *******************, only the 3rd floor balcony room over the swimming pool, from the other attractive, balconied, swimming pool hotels simply because ******************* had a breakfast which I thought would be convenient in the winter.  While I was still making my decision between the 3 hotels during my recorded conversations with ******************* they did recommend room 363, 364 to me. Since I had done so much work on the accommodations with ******************* I nearly booked directly with them on one of our conversations but because I had only a few of my tickets to shows booked with  Save on Branson and knew the girl probably worked on commission, I told her specifically what I wanted and let her book the room.   I did call back in July and August to verify the booking was accurate 3rd floor room 363 or 364 balcony over the middle of the swimming pool.  Later in August when checking back  I was then was told by another ******************* personnel that the rooms could not be guaranteed 6 months in advance but I was guaranteed a 3rd floor room, specifically and unequivocally over the middle of the swimming pool and to call back in October to make sure I got room 363 or 364.  I did and was told I had a guaranteed 3rd floor balcony room booked over the middle of the swimming pool and call noted I booked in advanced and wanted 363 or 364.  I called in November and was assured by ******************* they knew preference of 363 or 364 but guaranteed balconied room over the swimming pool.  When I called to again verify room 363 or 364 ,as directed to do, by the recorded ******************* staff in October and November, never was I told my reservation I paid for would not be honored or that it was changed. All the opportunities I gave them when they were looking up my reservation while speaking with me with me directly and specifically, verifying, I was always told by ******************* staff, we would have my reservation in a room on the 3rd floor with a balcony overlooking the pool that I paid more for and they would try to accommodate me room 363 or 364 as they recommended initially.  The balconied room over the pool was the room feature that I based my decision on booking with this hotel. I called *****-22 after I paid airline fare and other transportation costs for three people and non refundable expenses related to the trip, ******************* told me, we to take a handicap room on the 1st floor as all the other rooms were booked. I asked about the room I paid for on the third floor and the manager said one of the clerks made the decision to switch my room to the handicap room as the clerk said  my (13) year old grandkids would jump off the balcony. At my request  ******* did take us out of the handicap room and put us in the only room she claimed was left on December 17th 2022.   It was an underserved room, like a cheap motor court room, loud, dirty with broken down appliances, no room service until I balked, with the requirement for room service from the that we had to be gone.  After we arrived on 12-27-22 ******* changed the story from the clerk changing the room reservation to a manager changing our room reservation I paid for 6 months in advance for the 3rd floor balcony in the middle of the pool to the cheapest and worst room.  Her excuse for cheating me out of my room was fluid. 12-17-22 I was told because supposedly I told them I had 2 (13) year olds diving off balconies so it was flagged. Quite frankly I dont know where these two phantom(13) year olds came from.  I personally am not acquainted with any (13) years or teenagers in my family.  So they double booked the room and tried to flip the blame on me to cover themselves up over phantom 13 year olds.  But that is not the reality of what why they did it. I knew when we arrived instantly what really had happened, *******************, discriminated, sterotyping me with ageism, missognist,  they felt they could downgrade my status to a crummy room, marginalizing, minimizing me and my family, since I am a single female senior with two little kids and I could be bullied with little threat. ******************* could lie to me for 6 months then double book, take the higher fare for the balcony room as my age and *** gave me less value and my family less status. We were made, disposable by them when ******* told me at 4:************* if I didnt like the downgraded room on the 1st room after I paid for the balcony room on the third floor I needed to cancel and go someplace else. If I had been a man, a couple or younger they never would have felt they could get away with it. ******* and the ******************* devalued me and my family because of my age and ***. And that ******* and *******************  could bully me into taking my money for an more expensive room and putting us up into the cheapest underserved room they had as Branson was full and they knew they could double book my balcony room at a higher rate and we would had no choice for accommodations elsewhere. The reality is they created this situation with their institutional ageism their disparity of treatment with my family excluding me from the reservations I made with the best room to the worst room making my family disposable, downgrading our human status while they double booked to higher rates with later reservations. ******* also made it very apparent she has a racial problem based on the glares and mad dog faces she expressed toward my  biracial granddaughter that we both witnessed as ******* made no attempt to hide her glaring expressions of disdain toward her.
  The patio as it was called is just an exercise in expansion of terms or semantics.  The patio was quite small, housed some trash with a view of car bumpers.  Other terms for this space is more commonly called Trash Enclosures.  
   
  Then there is the issue of the ipad stolen by staff  with room keys by *******************. This, when the manger insisted the room be empty while the maids so called cleaned. I have pics of the luggage that was opened after we left, sitting next to the corner chair where the maid piled 3 wadded blankets on.  The same luggage the ipad was stored in.  ******************* was totally unresponsive to this violation.  Again an example of their misogynistic, ageism, dismissive attitude to the value of my familys and their possessions.  **** supposedly looked in the safe and said nothing was turned it.(Of course not)  **** also said she would have a manager get back with us and of course that never happened. We were never contacted by ******************* after Monas conversation. We could not get through again as it is also absolutely impossible to call ******************* after ***** as all the circuits are busy day and night.  As ******************* do not make themselves available, they are insulated.
  I did make true reviews about *******************.  If it negatively affected their business it was well earned by them. The review sites are welcomed to listen to the recordings of the ******************* staff both on the phone and on site and well as view the pics.
  It was a **** dirty trick they did to me and my family and thought they could get away with it. The entire trip was based on the balcony room over the pool. I could care less about a jetted tub. I dont consider a jetted tub an asset, and not what I based my decision on. The comprised room we were forced to shelter in ruined our trip with the stentch, noise, stress and loss of sleep. The 2nd floor pipe room afforded by *** for the last 2 days were better but not what I paid for or every discussed with staffing, not ever mentioned! Getting stuck on the end over an ugly pipe back in July of ******************************************* purchasing a balcony.
  Full compensation of the balcony room over the pool: $******  stolen ipad from the room ****** plus ipad case *****, Travel expenses $1,192.91. TTL $2355.91
  
  
  
  Better Business Bureau,
  Guest ******************* booked and pre-paid through a 2nd party, "Save on Branson", in August 2022 for a Handicap Double Queen ***** She did not book directly with the hotel. Since our Balcony Jetted Tub Double Queen **** is not a contracted room type with "Save on Branson", it was a special request (See attachment). Guest had been told on different occasions that we cannot guarantee requests; that we do our best to accommodate.
  On October 25th 2022, guest called to confirm room. In regards to the balcony room type that overlooks our indoor pool, guest inquired about the distance from the balcony to the pool. She mentioned to the clerk that she had a 'concern that her two 13-year olds will jump from the balcony into the pool, as they have done this at home'. This was noted on guest record by clerk.
  Given the above notation, the manager did not feel comfortable assigning the balcony room type due to risk of children jumping. Guest and "Save on Branson" were made aware of this decision prior to guest's arrival. When the manager spoke to the guest and expressed this concern, guest did not deny making the remark and guest still chose to stay with us.
  Guest was assigned a first-floor double queen room that included a jetted tub in the bathroom and a view of the outdoor patio area. It was not near any trash cans nor did it have a view of trash cans as she mentioned in her statement/review. She also made a claim that the hallway carpet was 'frayed, stunk and dirty' -which wasn't true. (see photos). This guest room, like most all our guest rooms, is around 330 square feet, which is greater than many standard hotel rooms. It has the same lighting as all our guest rooms, but it does not have a patio door. Our balcony rooms are actually smaller due to the patio. ***** was moved during her stay to a balcony room after she complained of noise from other guests. She was placed at an end room in order to provide her a quiet area, , away from other guests, but not within jumping distance of pool. This balcony still overlooked the pool area as all our balcony rooms do. In regards to the ipad, guest reported the lost item after departure. Steps were taken to follow up to see if the item had been left in the room but no item was found in either guest room nor was one checked in to our Front Desk as per our Lost & Found Policy.
  We take guest complaints seriously and do our best to address issues during their stay. Our goal is to ensure all guests have an enjoyable visit which I feel is reflected by our high ratings on Tripadvisor and other travel sites, such as Booking.com and Hotels.com. ************ was upset from the start because of the decision we made to not accommodate her request for a balcony room 'over the pool'. This decision would not have been made if ************ had not mentioned the possibility of the children jumping from the balcony. This put us in a hard position and we had to err on the side of safety for her family as well as our other guests. ************ has also posted negative reviews ****** & Yelp that include false statements and for that reason, will negatively affect our business. Given this, we would agree to a refund of $405 by check to guest directly which would be the cost for the first 3 nights.
  Please advise how to proceed.
  
  
  

  Business response

  02/14/2023

  After a full review of this complaint it is determined that Save on Branson is not at fault and should not have received a complaint due to this having nothing to do with our company. ******************* is mentioned throughout this complaint and Save on Branson is not at fault. 

  Due to the guests dissatisfaction with her stay, ******************* agrees to refund in full.  To resolve the matter, ******************* will process a check  in the amount of $2355.91 per the guest request noted below and will mail to the address listed under customer information.

  Thank you,

  ***************************, Office Manager at *******************
  

  Customer response

  02/16/2023

  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,
  
  *******************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business mis leads people in order to sell tickets at a higher price if you don't take the tour that they schedule

  Business response

  01/03/2023

  ***************** was aware of the promotional offer details and was unable to complete her part of the deal to visit a travel club while she was here on her trip. Customer was only charged $156.00 for her vacation package.

  Customer response

  01/09/2023

  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,
  
  *********************

*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. ↩