ComplaintsforWaterville Valley

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  concern, We stayed at Waterville Valley resort in New Hampshire from February 15 to February 18, 2024. Their website indicates that daily housekeeping is provided, which includes trash pick up and fresh linens. Additionally, there was an envelope on the microwave in the kitchenette, requesting tips for the housekeepers, whom did not exist. At no time was there housekeeper in our unit, nor was our trash picked up. On 2/16/24 I called the front desk and requested linens and trash pick up. The operator said they would take care of our request, but we never received fresh linens and the trash was never picked up. I looked around to see if I could find trash bags to empty trash myself, but no trash bags were provided. I was surprised to see an unexpected charge of $150.00. On 2/20/24, I called the resort and spoke with Kristen to ask about the additional charge. Kristen told me that the additional charge of $150.00 was for trash pick up. I explained to her that we requested trash pick up and towels, Kristen told me that they do not supply housekeeping. I explained that their website says that they provide daily housekeeping for trash pick up and fresh linens. I also explained that there we were not provided with trash bags to bag trash ourselves. Kristen told me that they have not provided housekeeping services since before Covid. I also told her that there was an envelope requesting money for a tip for the housekeeper. Kristen said she did not want to discuss this and she did not know what to tell me.

  Customer response

  03/06/2024

  Since my complaint, Waterville valley altered their website. Picture attached 

  Customer response

  03/06/2024

  Waterville valley has altered their website after I filed a complaint. 

  Business response

  03/17/2024

  Hi **********
  
  I'm reaching out on behalf of Waterville Valley Resort. I appreciate your open and honest feedback. I understand your frustrations and I want to acknowledge that your stay at Town Square Condos involved some unfortunate difficulties. Please allow me to address the issues you described in your complaints.
  
  First, I want to address the additional fee charged to your credit card. Given your experience, I can understand your anger and frustration upon seeing the $150 fee. The $150 charge was a cleaning fee, which is a standard hotel practice. A cleaning fee was issued because your condo was left in an excessively messy condition, requiring housekeepers to significantly exceed standard cleaning protocols. After reading your survey, our staff reached out by phone and left you several voicemails, attempting to right the wrong ASAP. Though we could not get in touch with you directly, we refunded the cleaning fee. In hindsight, we wish you had given us some time to right our wrongs before filing a complaint with the BBB and blasting our business on several online review sites. 
  
  I want to thank you for pointing out the discrepancy between our online room descriptions regarding daily housekeeping and our actual housekeeping operations. We did not ever want to intentionally mislead people. Our team immediately took action to update the page. We wanted to make certain this does not happen again. That being said, I want to acknowledge that our team missed the mark. This error negatively impacted your stay, causing frustration and disappointment, for which we sincerely apologize. We have addressed this issue with our teams, hoping to prevent this issue from happening again.
  
  It's evident that we did not meet your expectations, and dropped the ball in providing fresh linens or trash removal. Given the description of your stay, you are valid in your frustrations and concerns. That was an error on the part of our team, and I am apologetic for the trouble caused by this. 
  
  Regarding the envelope for housekeepers - Our housekeepers thoroughly clean condos after each and every stay. 100% of tips left in housekeeper envelopes go directly to those frontline staff cleaning up after guests following their departure.
  
  Given your experience, I can understand your anger and frustration upon seeing the $150 fee. Please allow me to address this charge fully. The $150 charge was a cleaning fee, which is a standard hotel practice. A cleaning fee was issued because your condo was left in an excessively messy condition, requiring housekeepers to significantly exceed standard cleaning protocols. After reading your feedback and hearing about your frustrating experience, we refunded your cleaning fee.
  
  I want to emphasize that I hear you, and I empathize with your frustrations and dissatisfaction. I am sorry that we failed to meet your expectations during your stay. As a gesture of goodwill, we have refunded your $150 cleaning fee. All of your feedback was incredibly insightful, and I thank you for reaching out and expressing your concerns. Your feedback gives us an opportunity to learn and improve, so thank you for taking the time to give us your honest assessment of your experience at Town Square Condos. We are working to remedy every issue you addressed, we want to make certain this does not happen again. Going forward, we encourage you to give businesses some time to right their wrongs before filing complaints and weaponizing online review sites. With all of that said, we truly hope you and your guests had a wonderful time in Waterville Valley.
  
  

  Customer response

  03/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21370607, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* **********

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