ComplaintsforBig Sky Resort

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 2, 2024, I reserved a room at the *************, ******************** for my boss, **** ********. There was a block of rooms reserved for the *********************** I originally reserved the hotel to arrive on September 7, the night before the conference. Some day between July 2, and August 30, I called the resort and spoke with the front desk requesting to change the check in date from Sept. 7, to Sept. 8. When I called they said the change was made and I hung up. When I received my bosses invoice/receipt from the hotel it had 2 charges on September 8. When I called to investigate the charge it was explained it was a no show charge. I explained what happened with the cancelation. He said he would look into and get back to me. When they got back to me they said they didn't find a recording with reservations to prove I made the change. I explained again that I spoke with someone at the front desk, not on the reservation line. **** from billing said only reservations make changes. That is false information and incorrect so how can he confirm I didn't make the call if it wasn't with reservations? Now they want to charge my boss an extra nights stay of $300.86 because there is misunderstanding with how they think I should have changed the dates of stay.

  Business response

  09/26/2024

  Dear Ms. ********************* you for bringing this matter to my attention. I understand the situation and appreciate your patience while I investigated the issue.
  

  **** did correctly state our standard policy, which requires that all changes to reservations be handled through our reservations department. I understand from your notes that believe you spoke with the front desk and were informed that the change was made. Since we dont have a way to verify this interaction, we will go ahead and process a refund for the no-show charge as a gesture of goodwill. This refund has been processed and can typically take 5-7 business days to show on the credit card statement.

  We value your business and hope this resolution meets your expectations. Please don't hesitate to reach out if you have any further questions or concerns.
  

  Sincerely,
  ******** *********
  VP Lodging, Big Sky Resort

  Customer response

  09/30/2024

   
  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These are the issues I have encountered with the Big Sky Resort ******** Condo **** while booking through a third party. My wife and I arrived on Friday 28JUL23 at the Big Sky Resort, ******* **. Upon Arrival we proceeded to check in. I provided my itinerary and confirmation number. The employees were very nice but were unable to assist me with checking in because we had made the reservation through a third party. The next issue with the resort came about when my wife inquired where the guest laundry was located. The front desk staff responded that there was a guest laundry on site but since we booked through a third party we were not allowed to use the laundry. I found that odd since my condo has Laundry Pods stocked in the closet. Then my wife asked about getting fresh towels and linen. She was told that because we booked through a third party they were not authorized by their management to provide us with clean towels or linen. We contacted Priceline, Vacasa and Booking.com. ******* and ****** from Vacasa were unable and unwilling to assist. I explained to both ****** reps that the closest laundry mat was in ******* which is over an hour away. Eventually we were able to get in touch with a Booking.com representative who was able to contact the Big Sky resort and ask questions about our Shoshone Condo **** laundry and towel situation. The booking.com rep was able to confirm from Vacasa and the Big Sky resort that we are not allowed to use the guest laundry or receive clean linen or towels. Booking offered to escalate this issue with the property. The Booking rep confirmed from the Big Sky Resort that it is indeed the policy to not allow any guest who books Shoshone condos through a third party access to these laundry and towels. Considering the activities at this resort center around mountain biking, horseback riding, rafting, and hiking; not having access to guest laundry, clean towels and fresh linen is completely uncalled for.

  Business response

  08/02/2023

  This is a difficult situation and unfortunately it causes confusion and poor experiences for guests. Shoshone condo **** is neither owned or managed by Big Sky Resort and as such you did not have access to all of the amenities that a guest staying in a Big Sky Resort managed unit would. As the team on site explained, guest laundry is only available to those staying in units managed by Big Sky Resort. Vacasa is the rental manager for Shoshone **** and they provide the linens and towels for guest stays, therefore requests for these items must be handled by the rental manager directly. To have access to the full scope of services, we recommend booking directly with Big Sky Resort in the future. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 25, 2022, my flight to ************************************************ was cancelled by the airline due to a travel emergency, with no reschedule available. The airline also held my bags containing all of my equipment to ski and clothing. I was therefore not able to make my reservation at the ******************** in *******, **. ******************** was given notice of the travel emergency and request for cancellation and refund through www.ski.com travel agents through *************************** **********************) and ***************** ********************) on December 25, 2022. When contacted by ********* and **, ************************* refused to issue a refund to me despite following policies and procedures advised to me by the lodge to acquire a refund. Consequently, the ******************** has stolen $3,108.16 from me and I would greatly appreciate your assistance in this matter of getting that money returned to me. ***********************************, VP of Lodging at Big Sky Resorts, claims that she is not responsible to refund my money. This is not true. The responsibility is directly on them.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi, My name is *****************************. I bought a ski pass for Big Sky Resort this year. My pass is the Flex 5 Pass. It is the cheaper option and has early and late season days, black out dates, and then 5 pass days to use throughout the regular season. Last year I believe I used my pass ***** days. I skiied 5 days this season and on the 6th or maybe it was my 5th day tore my ACL skiing. Ski patrol had to take me down the mountain. I am unsafe to ski for the rest of the season. After my injury I called Big Sky Resort ******** Services and spoke to someone that stated I would get a full credit towards my account to use for next year. I though this was a reasonable response, and frankly a little better than I expected given Big Sky's reputation as having poor customer service. I then sent in my doctor's note they requested and then was emailed informing me that they believe I have used my value in the pass already and therefore are not subject to any credit. I informed them of what was told to me previously and they simply said that was incorrect and I would not be getting a credit. I buy this low dollar pass because it suits my financial and time needs for the mountain. They alluded in the email to the fact that I got the pass for a cheaper amount by buying it in the springtime, and therefore have met the amount for what they consider is reasonable to not refund. Again, last year I did 13 - 15 days and this year have only done 5 and was fully anticipating on getting that amount again. In my opinion with this pass I am paying for the 5 regular season days and the "early and late" season days are "free days". I have not used any of the 5 regular season days. I am looking for a credit for my next years season pass, which is what was initially told to me by an employee over the phone that I would be getting. I am confused why this has changed. Sincerely, *****************************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented two cabins at Big Sky Resort from 12/29/2022-1/3/2023 through their central booking for $17,093.74 paid in full prior to arrival. Due to the Southwest cancellations, half of our group could not come, and one of the group members called Big Sky and cancelled one of my cabins without my knowledge. Big Sky, with no verification of any personal information, ALLOWED a stranger with nothing but my name to cancel half of my reservation. This same person then proceeded to negotiated a voucher for $7,777.66 which expires 12/2023. As furious as I was at that person, I was more shocked and in disbelief that Big Sky allowed this to happen. Nonetheless, I took the high road, brought it to their attention kindly upon check-in, and only asked that the expiration date be extended due to the circumstances, and I would let this all be water under the bridge. The manager talked to their manager who called the room promptly and apologized, said I was on their radar and she would reach back out to let me know about the expiration date. She never called, so after checkout, I had to call and ask again about the expiration date, and was simply told the manager wasnt willing to do anything about it. I believe I deserve the full price of $8,546.87 of one of the cabins refunded to my card, not just for the unwillingness to actually do anything whatsoever to make up for their mistake, but for letting a stranger with nothing but a name call in and have access to AND make changes to my reservation and financial information. All of the people who I dealt with were very polite and friendly with what they said, but their incompetence with their actions is inexcusable.I am happy to answer more questions and provide financial documents on request. Thank you for your help.

*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. ↩