ComplaintsforAttitash Mountain Village

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The hotel itself charges a separate 40$ fee for incidentals that they told me I would be reimbursed for once I check out. I have not received a single incidental fee back, despite not breaking any rules.

  Business response

  06/10/2024

  Good evening

  The $40 holds referenced for the 3 reservations booked by ******************* are in fact the security hold placed on the card presented at check in for incidents.  These 3 holds totaling $120 were released when ******************* checked out.  The holds can take anywhere from 7 to10 business days to clear off the card depending on the policies of the card company. 

  This credit card requirements and amount of the security hold are written on the hotel confirmations ******************* would have received shortly after booking. 

  Additionally ******************* booked a subsequent stay with us, for arrival on 6/8.  At check in for that reservation ******************* inquired about the 3 previous security holds which he felt were still showing as charged on his card.   Our ************ Manager assured him the holds had been released by the resort and provide him with copies of his previous stays folios showing no additional $40 charges.  

  I will reach out to ******************* tomorrow to confirm that the 3 security holds totaling $120 are no longer showing as pending charges on his credit cards. 

  Sincerely,

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

  VP of Resort Operations

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, I stayed at this hotel thinking it was ski in/ski out.( if you are not familiar with ski resorts, then ski in / ski out means your room is ON THE MOUNTAIN and that you ski to the lift and ski back to your room). It's a BIG deal. The listing on ********** described the property as ski in/ ski out but when I checked in at Attitash Mountain Village, I was informed by the front desk, that the property was not ski in/ ski out and that the ski resort was across the County road. See exibit A and B attached. When I return from my vacation, I filed a complaint with ********** due to the false advertizing. The rep from ********** said she investigated but the hotel (Attitash Mnt Village) said it wouldn't refund my stay because they were in fact a ski in/ski out resort. Later, I reached out directly to the Manager at Attitash Mnt Village explaining the situation but she made it sound like this was my fault for not arguing about the false advertizing on the spot when I checked in.( See response attached) She said she couldn't reproduce the add I had sent (exibit A and B) whatever that means. She is acusing me of falsifying the add. As if I (48yr old civil servant) know how to do that. She said the current posting does not mention ski in/ ski out. The problem is that when I booked it, the add said ski in/ski out. I have attached my reservation from Jan 26 - Jan 28 Total $753.32 along with the original add and the revised add. That was FALSE ADVERTIZING. This is FRAUD ! Please make things right. Thank you for your attention in this matter. ***** * 

  Business response

  08/24/2023

  Dear Mr. ********,
  Thank you for taking my call last Wednesday, 8/16/2023. 
  
  Based on the notes associated with your reservation in our system, you made your reservation that came through ******* for a studio unit on 1/24/2023; and stayed with us at Attitash Mountain Village on 1/26 through 1/29/2023.
  
  On 2/24/2023, almost a month following your stay, our reservations team received an email from ******* asking for a credit on your behalf as you were unhappy your room was not ski in/ski out.  This request was denied on the basis that there were no notes indicating you had requested a different room or booked directly requesting slope-side accommodation. 
  
  Then on 5/11/2023, you corresponded with our Hospitality Manager/VP, Megan S*****, and were provided with a response indicating that a refund was not warranted since you continued with your stay in January without raising your concerns, which could have best been addressed while you were here.
  
  In speaking with you last Wednesday, 8/16/23, I offered a $250 certificate toward another stay (essentially a free night’s stay based on the unit stayed in last January).   However, you indicated very firmly that you would accept nothing less than a $300 cash refund.  Once again we would be happy to offer you a certificate toward another stay, as above mentioned, in order to make up for your disappointment.  This could be used at any of our related Resort properties.  However, we will not be providing you with a cash refund.
  
  We can appreciate that you may have wanted ski in/ ski out lodging, but a slope-side room is not automatically guaranteed at the vast majority of New England  ski resorts (or US for that matter) unless specifically requested. 
  
  We hope you will visit us again soon, as we all look forward to a snowy ski season!   

  Sincerely,

  Irene D******, Vice President
  Attitash Mountain Service Co.
  

  A Berry Company
  Phone: 603-356-6321 x6400
  ****** **********************
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were lured to a presentation hosted by Attitash Mountain Village with the offer of a free 2 night vacation. During this presentation, we were assured that this was a cost-effective way to vacation when and where we wanted. When we showed reluctance to make our purchase we were given an additional 10 days per year. Since our purchase, we have never used this timeshare. There is never a good time for us to vacation during the available times, it's always booked. Another issue we encountered was our maintenance fees. We tried to call and make payment arrangements for our maintenance fees because I was in an accident and your company showed no compassion and would not allow me to make arrangements. On top of that, they continue to increase at a rapid rate. We have no intention of ever using this timeshare in the future and want to be canceled. Back in September, we heard back from Denise M***** at the resort who said she ordered our file from Attitash Mountain Village to review our concern and request. Since then, we’ve heard nothing. We’ve been leaving voicemail messages and sending emails that continue to go unanswered. We need someone to reach out to us ASAP with a resolution to get our timeshare ownership canceled.

  Business response

  03/24/2023

  Email regarding this BBB Complaint sent to ****** ********** on 3/23/2023 at 12:23pm est.

  **** ******** and ****** ********** purchased their ownership via Attitash Mt Village’s third-party marketing company. Often, sales will use incentives to encourage potential buyers to attend their tours, as is common in sales.
  Ryan and Andria purchased week 37 in unit 10 at our Sawyer River Lodge building (ASR10-37) on 9/30/17. Week 37 typically falls the second to third week of September. Home weeks can be booked each year 12-13 months in advance to guarantee use of their unit and week. If they do not want to use their own unit, they can utilize the next booking window at 10 months to book for resort exchanges outside their home resort.
  We are always open to make annual fee payment arrangements. This is information is clearly conveyed in our email collection messages, our reminder notices as well in each of our calls. We offer and even encourage owners to do this. A payment plan shows good-faith even when a whole payment isn’t attainable at that time.
  Annual fees increase with inflation. This happens when the cost to maintain the property increases. We have seen overall increases in our electricity, heating fuels, maintenance and cleaning supplies. To show the increases in our annual fees each year. We have had some of the lowest annual fee increases in the industry.
  2018: $523 @ 3%, 2019: $536 @ 2%, 2020: $547 @ 2%, 2021: $555 @ 1%, 2022: $583 @ 5%, 2023: $632 @ 8%
  Our records do not indicate any incoming calls, however I do see a note from Denise M***** dated 8/30/22 that she received an email that you wished to terminate. I see no further notes regarding how this resulted. At this time, Denise M***** no longer works for our company and cannot confirm what steps were taken after. I can see over the years you have made contact and updated your payment information various times with other employees such as Lisa and Karen.  For example, messages were left on the dates below, but as far back as earlier that year:
  9/14/22
  9/27/22
  10/18/22
  11/10/22
  11/14/22 Email updated
  11/29/22
  
  At this time the account has been assessed the 2023 assessment and is showing as current on the loan and 811 days delinquent on the annual fee. Rennie last left a voicemail on 3/14/23.
  We can offer a refinance and have you complete a coaching session to help you better make use of your ownership. I will provide the information on how to do that. We feel, between the number of payments you have made affirming the amount owed and our attempts at trying to reach you to get the account current are evident.
  I will be reaching out today and try and obtain a resolution this matter amicably.
  
  Thank you
  Amanda G********
  Manager Vacation Owner Services.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good Afternoon, I'm seeking assistance settling a dispute with Eastern Slope Inn. My wife and I have maintained a timeshare with them since 2017. This past year they sent our account to collections without any prior contact or notification that our account bill was due. I am an active duty Army Officer currently deployed to Europe. In 2022 my family moved 4 separate times to support pre deployment training. Despite this schedule, no other account we maintain had issues staying current or contacting us via phone or email. The first time Eastern Slope Inn contacted us was 5OCT22 via email to inform us that our account was returned from collections without action, and that they were seeking to settle for a lesser amount. We complained that they had not attempted to contact us, and confirmed that both phone numbers and emails on record were accurate. I offered to forfeit the deed of the timeshare (Approximate $5,000 value) in lieu of payment ($500) if they agreed to delete the collections incident against my wife from all credit bureaus and close our account. I received an unprofessional and sarcastic response from one of their managers. In response I requested that they respond to my offer while CC'ing multiple managers from Eastern Slope and their parent Timeshare company. Since that correspondence on 11NOV22 I have received no further communication from Eastern Slope. As an Army Officer I am required to maintain a security clearance - actions taken against my credit can have severe consequences on my ability to do my job. I am incredibly concerned that Eastern Slope took these actions against my wife's credit without attempting any form of electronic communication. Their lack of professionalism creates a potential risk not just for me, but for New Hampshire's large population of cleared defense contractors, Sailors, Guardians, and Coast Guardsmen. Any help you could provide in resolving this dispute would be much appreciated. Respectfully, ****

  Business response

  01/30/2023

  The resort has reviewed the details that surround this circumstance. We were able to verify that no credit reporting had been done and the customer credit was unaffected. In hearing the expectation and request of the customer, we have agreed to allow them to surrender their ownership back to the resort. 

  Customer response

  01/30/2023

  
  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.

  Of note - I recommended a change in process to ensure other customers do not experience similar future issues. The company has not stated whether they will implement a fix to the underlying issue of inadequate communication. Sending emails to customers is a cost free way to ensure communication is received in a timely manner. 

  The response from Eastern Slope Inn also failed to address the sarcastic and unprofessional responses initially sent by company employees prior to them ceasing contact in November 2022. Despite reaching a resolution to the primary, I still have significant unmitigated concern for the experience of future customers. 

  Once the BBB was involved, their customer service was timely and pleasant with a focus on closing our account.  Thank you for your assistance in resolving this matter - it's much appreciated! 

  Sincerely,

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

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Credit report shows this company says I owe 676$. I don't. No one answers at company. I was divorced in January 2018 and was taken off of account. Judge awarded all financial responsibility to x husband. I called in February of 2018 to make sure I was removed and was told that I was not on account anymore so no information could be given to me. That was the last I heard until today 08/07/2022.

  Business response

  08/15/2022

  Responding to Complaint - to resolve issue

  Customer response

  08/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17685357, and find that this resolution is satisfactory to me.

  However for the record  I was NEVER informed by any collection agency or the company itself due to the fact my X husband told the company to send all correspondences to his address to which I do NOT reside so I wouldn't have seen anything or known about any of this in any case.
  
  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. ↩