ComplaintsforCamelback Ski Corporation

• Initial Complaint

  06/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The camelback resort indoor water park in Pennsylvania: 193 Resort Dr Tannersville, PA 18372 United States on the first day of check in on 6/2/23 the night supervisor named “******” ( refused to give his name) used threats against guest when complaining about a simple house call that was made and he/his employee refused to help. The room was not ready for guest and he refused to fix it saying ‘feel free to do it yourself” and apparently it’s not their job. Things got super heated when he started gaslighting the guest for complaining against it. The maintenance lady confirmed it is part of their duty and apologized for the condition and asked the guest to come personally and make a complaint in the front desk. However, the night supervisor was very aggressive and wanted to throw the guest out for coming to complain. He made racial derogatory remarks like “ you wouldn’t have the guts to speak to your husband like that” because the guest was a brown woman. He wanted to throw the guest out for complaining and called security. The security guy “****” was very helpful and said there was nothing wrong done here to be thrown out. And gave his number for guest safety. It was such a minor issue but the supervisor was on some kind of power trip and wanted to make sure the guest felt super uncomfortable. He was extremely unprofessional and making threats against guest should never be okay. It’s so shocking a business that is so well known to have this kind of employee who gives the company such bad name. I can’t wrap my head around the rudeness of the whole thing. You get better behavior in $20 motels even. I paid so much money to come and enjoy but right at check in I receive such callous behavior from the supervisor himself. I had many family members come to this resort and had great things to say for which I was excited about this trip. I have stayed at so many hotels from any kind of range and nowhere I have seen such unprofessional attitude for their own mistake.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We arrived home and are showing numerous unknown transactions. Upon checkout we were given folio # ********* which showed a total of $793.04 charges. The total charged was over 1900! When I asked the checkout person they ran back to the manager. The manager who hid in the back (which is insane considering the amount that was charged incorrectly). This doesn’t include all the random charges I discovered! I have video of the checkout experience since the manager refused to come out of the back office. I am requesting the full 1,117.12 refunded. They did refund part of it but again the numbers were not adding up. Now I am late on rent since this is the card we use. I am requesting an additional $220 to cover the late fee. I am not sure how or why I was overcharged so much. I do have on video the employee admitting the mistake and saying it will take 7-10 business days for the refund. I also have evidence from an incident in the arcade where they AGAIN didn’t process the transactions correctly. If I had not caught these errors we would have been caught with the bill. The person behind the counter laughed and shrugged it off. This is over $1000+ of incorrect charges which they admitted ON VIDEO and the manager still DID NOT COME OUT!

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We booked a 2 night stay (April 3-5, 2023) at Camelback Mountain Resort to coincide with a trip out east to visit my father in law. He ended up passing away in late November. I talked to a customer service representative in January to let them know we are needing to cancel are reservation due to a death in the family. She assured me the reservation was cancelled. We then booked a cruise to the Caribbean for that entire week. We had no cell service for the week, and only spotty email at a few of the islands. Upon returning to the states on Sunday April 9th, I see a receipt for an invoice charged to my credit card for the 2 nights. After numerous calls and voice messages to the front desk manager, I finally spoke to her on April 11th. She told me that I was "express checked in" and that they text me a link and I proceeded to follow the link and put in my credit card info. This is completely false and ludicrous considering I wasn't even in the country. It shows on my invoice what time I supposedly checked in and checked out. She said her security team will look into it and either they would reach out or she would reach back out. I've called 2 more times and left a message to follow-up and no one will return my calls. I'm worried someone is stealing my identity and Camelback couldn't care less. I have a $400 charge on my credit card for a reservation that not only should have been cancelled but they should never have allowed someone to check in without showing proper ID. I'm tired of calling and getting no response back. They clearly don't care about security or fraud which is worrisome.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is ************************* and I planned a ski trip with my boyfriend for March 6-8, 2023. While I was booking the trip and room it never stated the age needed to check in nor did it ask for an ID to be put in. A week after I paid for the trip I went back to the email they sent me to confirm my trip I noticed that it said you had to be 21 when you checked in. I called and tried to cancel but they said they could only cancel it with a $100 fee and I wouldn't get back my money for tubing. I am 19 years old and my boyfriend is 20, I asked if there was any way I could get the fee waved since I physically cannot check in due to your policy. It's unfair that I had to be charged a fee to cancel when the age was never specified anywhere until I paid. The website shows that the fee could be waved, it just has to be approved. I called 3 times to see if I could get it waived and each person said there was nothing they could due. I received $238.85 as a refund but I paid $417.40, I would like a refund of $178.55 since I feel like I was taking advantage of because of my age.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We booked a room with the resort for My wife, son, in-laws and myself in February. My mother in law had a medical emergency and was unable to travel from Ireland. My wife had to travel back to Ireland to assist with her mother shortly there after. We contacted the resort to reschedule in which they gave us an arbitrary date in the future, this date was also undoable. After we were able to call the resort for rescheduling or crediting they informed us they will not help.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a room in June for a stay for 3 nights in February for 6 people. Upon check in I advised the person at the desk that we are no longer 6 people, but now 5. He acknowledged there should be a refund for that guest per night on our bill upon check out. That refund was never issued and it is impossible to get someone in finance on the phone. In fact I have no idea how much I am owed because we cannot speak to anyone to get an answer and no one has returned any of my emails.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked a 1 night stay at Camelback Resort for 2/19/23-2/20/23 via phone representative. Checked into the hotel at 10:20am on 2/19/23 room wasn't ready at time. While in the lobby we noticed that a lot of customers had small dogs, so I went back to the front desk employee and informed her that my husband has severe allergies to animals and that he cannot stay in a room that has had a pet in it. His type of reaction cannot be reduce by over the counter medication or allergy shots. His only option is to avoid animals and under no cicrucmtatnce can he stay in a room that had a dog. She informed me that it wouldn't be and issue. At approximately 2:45pm room was ready. We proceed to the room and in the hallway we see a customer walking her dog. We go back to the front desk, and speak with another employee, and she informs us that our type of room is only on the dog friendly floor. I explained the situation again and she tell me there is nothing she can do as the hotel is booked and even if they had a room available it would not make a difference, because of the holiday weekend they are allowing pets on every floor. I informed her that due to my husbands health issues it was unacceptable for us to stay and to speak with a manager. Upon speaking with a manager I requested at that time for a refund for the stay and we would go home. They refused. I asked for them to send my husband home with car service (1 1/2 hours away), they refused. At the time of booking representative read me the clause for the room booking, however, failed to mention to me that their pet policy had changed over the last couple of months and the resort was know allowing pets. Per their policy the first floor is to be left available pet free, which it wasn't. They were unable to accommodate my husband and he had to leave. This is against the ADA section 504, and they were unable to meet reasonable accommodations for my husband. And refused to refund us before the stay, or send him home with car service. My husband left us for the night and returned the next night to retrieve us.

• Initial Complaint

  02/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was planning a trip to PA from the Bronx NY just to go to camelback snow tubbing. I saw on the website it said they have discounts for veterans. knowing my drive would be over 2hours I made sure to call camelback and ask about the discount. I was told I had to purchase veterans tickets the day of. I told the staff I am driving from far is there anyway I would be turned away if tickets are sold out the staff member responds we never turn away military or veterans. I made the over 2hour trip I get to camelback tubbing area not only was the staff in the parking lot very rude but the only staff member at the window told us that we can not get tickets. I told her that I called ahead of time and was told veterans will not be turned away. She just shock her head no n said nothing she can do when I asked to speak to a supervisor I was told the supervisor was on top of the snow tubbing hill. I made this long trip n spent money to stay at a near by hotel $200 to just be turned away. I told the staff member I would like to speak to sup she said no and instead gave me a number to call. The number I called advised that no staff member should turn away veterans and he said he would call the staff member at the window to try and solve the issue. I waited 1hr just to get the run around. The staff was very rude and not willing to help let alone get and manager or sup to help. Instead I was told the sup is not going to do anything so she didnt call him. This is unacceptable and very unprofessional as a business. I called multiple times and spoke to multiple staff via phone call and chat before my trip so I wont be turned away. Instead my entire trip was a major inconvenience and a waist of time and money because staff at camelback are not informed at all about the policy and is clearly lacking in professionalism and customer service all around. This happened Saturday February 18 2023 around 5pm

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have booked 2 nights of Stay from 2/10-2/12 and paid a grand total of $1250.21 to the hotel. Upon check in we realized the hotel room HVAC system is not working and have not been cleaned and maintained for ages- certainly not compliant with covid measures. As a result my daughter suffered severe allergy. We notified the front desk staff **** and decided to leave the hotel one day early. She assured us a refund for the UNSTAYED night will be refunded PLUS the front desk manager will call and reach out to offer compensation for the horrendeous stay. As a result NONE of the two things happened - very deceptive business practice - the State should look into their air quality in the entire resort. I am seeking refund of the entire stay for $1250.21. Thank you for your help on this matter- also they have severe management issue - there is NO front desk manager present on Sunday morning at 9am. I think they are staffing accordingly to avoid resolving any client complaint- very slippery business overall.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/22/23 me and my family were staying at camelback resort and went to visit the water park. As I was walking through the water park I stepped on a metal object about 1/2-3/4 of a inch long that went straight through my foot. I hopped to the first aid station with the help of my sister. The first aid staff tried to pull it out with a tweezer but could only get it half way out so they called the on site ems as it was very much lodged in there. They managed to pull it out successfully but it was extremely painful and I had to walk around in pain for the rest of the day. I called my doctor today and he was very concerned as it was a piece of metal and it went in very deep. He stated an x ray shouldve been conducted before pulling the metal piece out because there could have been damage done. He also informed me I should have been instructed to get a tetanus vaccine due to the metal. I did ask the camelback ems if I would need a tetanus and they told me no. I think they should be trained in this basic knowledge. Needless to say I did have to take off work today to get an X-ray on my foot to be sure no damage was done and that the metal came out in one piece. I also received a tetanus vaccine and antibiotics. I showed the doctor I seen the picture of the metal sticking out my foot and he was concerned on how it was dealt with at your first aid office. This whole trip was very disappointing and Im very disappointed knowing there are sharp metal pieces when they know everyone walks around barefoot. A incident report was taken but no one ever followed up to make sure I was ok. This place is run down and everything is rusted falling falling apart. Im concerned that this couldve happened to a small child or baby etc

*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. ↩