ComplaintsforLone Mountain Ranch

• Initial Complaint

  09/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a party of 9 this night and were treated very well overall until the end. Out of the 9 people served we were then told that the bill could be split into only 4 different bills and we were under the impression by ***** (amazing waiter) that that was doable. Then, **** - decided to inform and educate us on Zelle, PayPal, cash App, and Venmo on a policy that was not described in either the reservation or before we sat down. **** - stated that he was only telling the policy that had to be enforced. While policy is ok to be stated, but to say it in a derogatory and demeaning way to people that did not need explaining and then to continue to defend the way that the cusotmer was not right - little less than classy for a meal that was over 1000$ and that is not including the bar tab of that was around 300$.

  Business response

  09/07/2023

  Hi *****

  Thank you so much for joining us last night and I am glad you enjoyed everything until the end of the night.  It is true that our policy is to split check up to four times regardless of the group size.  I do appreciate you letting me know this was not mentioned when booking and I will make sure that does not happen in the future.  I did speak to **** on this matter today and his intentions were not to insult you.  I am very sorry that this happened.  We pride ourselves on our food and service and this type of exchange is unacceptable.  Please reach out to me directly as I would really like to have you and your group in for another visit so we can show you the hospitality we strive towards.

  Thanks so much for bringing this to my attention.

   

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

  Director of Food and Beverage

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We were treated poorly and retaliated against due to complaining about our experience at the ranch restaurant. The price of our stay did not match our accommodations and website. We continued our stay but later that day we were made aware by one of your other staff members that will go un-named due to being worried they will get in trouble that EVERYONE on the ranch knew about us and to management told them to look out for us..In the early the morning **** arrived (the father of the general manager) who took us back to the airport and let us know how much he hates waking up in the morning for early picks up. The shower in the cabin did not work correctly. You could not get any water pressure because the gauge/handle for the hand held was broken so the water had zero pressure. The window in bathroom wouldnt close. ************************************************************** front of our cabin. Then the construction and power tools that started at 7AM at ***************. Lastly at **** in the morning on the day we left we had to carry our luggage across the courtyard because no one left **** the key to the razor, and once again **** complained about how much he hates early morning drop offs. To be honest, this time I was furious. I spent ****** in transportation and BOTH times I am getting treated like a burden to the company and staff.

  Business response

  02/06/2023

  Our Manager responded to the complainant directly instead of responding in the BBB website

  Customer response

  02/07/2023

   
  Complaint: 18512105
  
  I am rejecting this response because: there has been absolutely no communication from the management team to myself. I have sent over 5 emails with no response. 
  
  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. ↩