ComplaintsforThe Equinox Golf Resort & Spa Vermont

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family and I stayed for 3 nights at The Equinox from 2/18 - 2/21. Upon checkout on the 21st I asked for a printed statement of my **** for review prior to checkout but the attendant at the Front Desk charged my card and gave me a printout. Upon inspection of the ****, I noticed that there was an erroneous breakfast charge of $145.40 on 2/19. We did not eat breakfast at the hotel that morning as we were at Bromley Mountain skiing. When I pointed this out to the Front Desk, they indicated it would be removed and my card would be credited back in a few business days. I also asked for a revised statement before I departed.On the way home I reviewed the new **** again, there was still a service charge of $21.60 on the printed ****. When I called the hotel back, they said the entire charge was being investigated and that no credit to my card was applied.When I called back again to find out what was going on the hotel manager indicated that a guest in Room 344 billed their breakfast to my room by mistake (we stayed in Room 334). The manager indicated that my credit card would be credited back the full amount.I have checked every week for the past month and a half and have not received my funds back to my Amex still. I also contacted the General Manger of The Equinox (*********************) on numerous occasions asking for his assistance in resolving this matter. First time was on 3/4 via email and he contacted me right away so I described to him my issue as I just did above. I sent a few follow-*** on 3/21 and 3/29 via email but have not received a reply.At this point I am lost on what to do next so I am filing a complaint with the BBB to try to recover my funds and additional loss of use. In addition I made a few other food purchases during my stay, and it should very easy for the hotel to confirm my writing and signature on the receipts.

  Business response

  05/04/2022

  ******************, We show that your refund was processed back to the card that you used on 2/21 after we spoke.  Can you verify that it was not received?

  Customer response

  05/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and a family friend reserved on Booking.com reservation **********, October 9, 2021, a two-night stay at Equinox Golf Resort and Spa, Manchester, **, from November 13 -15, 2021, in the total amount of $595.65. Upon check-in; the front desk person referred to the reservation as a virtual credit also explained a credit card was needed to be placed for incidentals. She charged the card and, while on the telephone with an unidentified party, stated, I do not see the charge, the person to which the front desk person was speaking declared they see it on their end. While asking my wife to swipe the card a second time, my wife was checking her account and saw the two transactions and explained she did not feel comfortable swiping a third time and was given room keys and papers. In entering our room 353 the carpet was filthy a request to be shampooed was made. No clean carpet and three calls later between my wife and Shanelia, on November 14 my wife was asked to meet with the manager. After returning from dinner at approximately 7:15 PM. ****** ****** Piniua, front desk manager insisted a third time my wife present her credit card, my wife, in complete transparency presented two transactions that were on her bank account that clearly stated Equinox $150. At this time I went upstairs to retrieve my nightly dose of prescribed medicine my key did not work. I immediately called my wife and was told to return to the front desk. While in the presence of guests ****** humiliated and threatened my wife if she did not hand her card over, she would lock us out of our room, which she had already locked us out. While my wife reasoned with ******** unprofessional behavior ****** asked my wife to locate the reservation and email it to her, my wife complied and we were then led to our room by staff in humiliation and learned our keys were deactivated. Feeling traumatized and unsafe we made the conscious decision to leave that evening. Videos and pictures are available.

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