ComplaintsforTrapp Family Lodge

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sub-leased a time-share (Trapp Guest House) from 24 Feb - 2 Mar 2024 and was greatly disappointed with the quality. My attached letter describes the various problems. The worst part was not having hot water in winter. I reported the problem and a technician was sent. Their solution was to adjust the temperature. The unit has a tankless hot water heater and raising the temperature will only provide another second of hot water. I mailed Trapp a letter on 4 March and was ignored. Originally, I asked for 1 night's compensation ($300). Now that I've had to write the BBB, I'd like $600. At one time, Trapp was a quality place to stay, but they've gone downhill.

  Business response

  04/16/2024

  We are terribly sorry for the issue you experienced with hot water during your stay at the Trapp Family Lodge Guest Houses. Unfortunately, as we have tried to explain to you, you did not rent this unit from the Trapp Family Lodge. All of our Guest Houses are privately owned Time Shares and you rented this unit directly from the owner. The Trapp Family Lodge did not collect money from you in any way, we did not charge your credit card in any way for this stay. We have no way to refund you for this stay. Please contact the owner of this unit, the person you actually rented it from or the company you used to book through. They should be able to assist you further. If you review your credit card statement you will see the charge for this stay was not made by the Trapp Family Lodge and whomever charged your credit card is the company you should be contacting to receive a refund. 

  Customer response

  04/17/2024

  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. 

  Trapp timeshare owners pay over $1,000 annual maintenance. Hence, they believe their units are clean and everything works for their own use as well as sub-leasing. Trapp management needs to write me a $600 check for compensation. Trapp management  needs to explain why they think the timeshare owner is responsible for utilities and cleanliness, and is responsible for sending me a "refund." 

  The response from Trapp states, "As we previously tried to explain to you." This is incorrect. Trapp did not communicate with me in any way. My letter mailed on 4 March 2024 was ignored. 
  
  Regards,

  *****

   

   

  Business response

  04/24/2024

  Unfortunately as you yourself are not an owner we cannot issue you a refund from monies you never paid to us. As I'm sure you are aware sometimes things cease to work correctly and require maintenance to address the issue while the guest is staying with us. While we strive to prevent these issues from occurring, sometimes it is unavoidable. Again, since you have never paid us in any way we are unable to refund you anything. Please contact the party you paid for this reservation. 

  Customer response

  04/29/2024

  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. 

  Again, Im not requesting a refund, but compensation for cold water in winter and many other things wrong with the Trapp Guest House unit that was a sub-lease. Im not interested in excuses. 
  
   
  
  Do Time-share owners know they are responsible for utilities and cleanliness? Id like to see the wording on this in their contract.  What will the ************************************************ say when I explain that Trapp expects time-share owners (who pay over $1,000 annually in maintenance) to be responsible for utilities working and cleanliness? What will the Vermont of Commissioner of Tourism say? Social media is another venue.  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is on behalf of my husband, *****************************. We were going to spend the weekend of November 19 to November 21, 2021 with friends at the Trapp Family Lodge for an early Thanksgiving. Unfortunately, my Husband had an Aortic Dissection and tore 3 feet of his arteries, requiring emergency surgery on November 2, 2021. He was in the hospital until November 8, 2021, the hospital report was sent to the management. Because they weren't notified by November 6, my Husband was still in the hospital pending more tests, they refused to refund more than half our money! It was $800.00 and we received only $400.00. I'm sorry when your loved one is in the hospital with a serious medical condition, you worry about their life, not about your reservation! Very disappointed that this wasn't taken seriously and I believe if this happened to any of the staff at this establishment, they would understand a lot better. So incredibly upset!

  Business response

  11/16/2021

  Unfortunately this reservation was booked through a third party company via Expedia. The Trapp Family Lodge does not even see your credit card and are not able to charge or refund you anything. Please contact the company you booked with for an exception to their cancellation policy. For future bookings please contact the hotel directly for better assistance. 

*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. ↩