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Complaint Details
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Initial Complaint
02/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Very disappointed and really didnt want to leave this review. I stayed at stoweflake last weekend. 2/2/23-2/5/23. After returning home I realized left 2 custom, very expensive suits in the closet. I have called multiple times and left multiple messages. No one has returned my call so that we can track down the suits. It has been a whole week of attempting to reach someone about the matter. I dont understand why no one will get back to me and either let me know how I can get the suits or if housekeeping decided to hang onto (steal) them. This is either really bad customer service or they have no intention on returning the suits.
Business response
03/12/2023
Hi, I'm responding to complaint ********. The guest who had complained and this about his suits the same day the complaint was processed. He did speak with ****** and our guest ********************
They found the suit we received information on how to send it back to him and I believe that the guest has their items. If for some reason that is not correct. I need him to contact the Resort further, but we believe this complaint has been resolved.
Thank you and have a great day
Initial Complaint
04/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My children give us a gift certificate to Stoweflake several times, and we go probably every other year. I had one left for $250.00 and I gave it to the reservation clerk and a copy of my license and AARP card on 4/15/2022. I had paid $304 on February 27, 2022 as a deposit. We were staying for 2 nights. After I gave her my gift card and other documents, I asked her if I owed anything and she said "NO" you are all set. We have always loved going there. I realize that it has been sold and unfortunately this time, everything looked really outdated and the carpets by the spa were all bunched up and dirty. This was a terrible experience and we will not ever go there again!!!!When we checked out and I went into my bank account Stoweflake had taken out an additional $283.92 which was NOT owed and also a charge for $60.00. I called and the reservation clerk was very rude and said she would investigate it. She called back and told me that she did not find a gift card in my name.She send me to the manager and he was incredibly rude and said that the "Gift Certificate" had Expired in 2016. I never saw any expiration date on it and I thought that a gift certificated did not expire, after all, my children had paid $250 for this card. Why should they be out $250 and I'm out $283.92!! AND why should Stoweflake get all of that extra money. They were incredibly rude and I admit I was incredibly upset about this!!!!!I told the manager that I was not happy or satisfied with his answer and the was not the right thing to do to a customer and I told him I was going to file a complaint and he said "DO WHAT YOU WANT" Not changing my mind!! This is procedure!!!! HE said that he would talk with the reservation desk and make sure he informs the person that she was in the wrong.Business response
04/20/2022
I am in receipt of this complaint and am reservation the issue. I will have a resolution shortly.
*********************Customer response
04/21/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
I can't accept this resolution until I know what their "RESOLUTION IS"!! ONCE I HAVE AN IDEA OF WHAT THEY ARE GOING TO DO TO RESOLVE THIS ISSUE, I WANT THIS KEPT OPEN!!
THANKS YOU
*******************************
Business response
04/25/2022
After researching the issue, it clear ********************** was correct. She should have received credit for the expired gift certificate. In the process, I found a second certificate and provide her credit for that as well. I spoke directly with the customer and have resolved the issue.
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