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Business Profile

Bed and Breakfast

Hidden Moose Lodge

This business is NOT BBB Accredited.

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Complaint Details

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  • Initial Complaint

    12/01/2022

    Complaint Type:
    Product Issues
    Status:
    Unanswered
    *Reservation was made at Hidden Moose in *********, ** lodge directly on their website on 11-4-22. Standard Rate of $275/night for 3 nights (Confirmation#******).*Owner, *********************, contacted me via email on 11-30-22 to inform that there is a music festival in town that weekend "***************** brings in thousands of people, over and above the typical high season summer travelers. For this reason hotels are at a premium. For some reason our systems did not automatically adjust to reflect the demand. This year the rate should be $349 per night for the 13th-16th".* Despite my reservation and confirmation via their site. I'm now being asked by their owner to pay the premium rate or cancel my reservation. I refused to accept the premium rate so the owner canceled my reservation.*After **** canceled it, he reflected back on our conversation and elected to make a donation to a local book bank for the difference of the stay to prove he wasn't being "greedy". He made no effort to honor the original rate. *Yes, I know there is a festival in town. That's why I booked 8 months in advance. Their system glitch should not allow them to breach the confirmed reservation in order to squeeze a premium rate out of me. I'm a repeat guest. I stayed with them in 2020 for the same festival. I've even referred business to them. That same guest received the same message about paying a premium rate or canceling.*I'm now left to find another place to stay during this peak time and the prices are much higher than my original reservation for $275.***** acknowledges in the email, "An error was made at our end, our fault". Yet he is asking a confirmed repeat customer to cover the cost of their mistake.*I've spent 688 night in Marriott properties and 100+ more in other hotel chains from mom and pop to mega chains. I've never been asked to pay a premium or cancel based on a business error or supply and demand from a local event.*How is this legal?

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BBB Rating & Accreditation

B-

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Contact Information

1735 E Lakeshore Dr

Whitefish, MT 59937-3322

Visit Website
(888) 733-6667

Customer Complaints Summary

1 total complaints in the last 3 years.

0 complaints closed in the last 12 months.

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