ComplaintsforKalaloch Lodge

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to express serious concerns over a reservation cancellation at Kalaloch Lodge. We booked three cabins a year in advance for a family reunion involving members from *****, *******, and *******. Just weeks before our trip, we were notified via an automated emailmissed initially as it went to junkof one cabin's cancellation without adequate explanation or alternative arrangements.Despite attempts to resolve this through the lodges front desk managers, ***** and *****, and *************************************, President of Delaware ********************* the responses were evasive and unsatisfactory, showing a lack of empathy and responsibility.This cancellation has significantly disrupted our plans, causing logistical and financial strain. We request the BBBs assistance to:Obtain a full explanation for the cancellation.Reinstate our original booking or provide comparable accommodations.Compensate for any additional expenses incurred due to this issue.Receive a formal apology from the management for the inconvenience caused.We trust the BBB will help ensure that Kalaloch Lodge addresses these issues promptly and fairly.Thank you for your attention to this matter.Our 3 reservations are:58148SE123339 58148SE123340 58148SE123330

  Customer response

  05/01/2024

  Thank you for accepting my complaint and following up.
  
  I reviewed Kalaloch Lodge's booking terms and conditions, which state, "We reserve the right to cancel a reservation without notice if we become aware of or are notified of any fraud or illegal activity associated with this reservation. Availability can change at any time during the booking process. Your reservation is confirmed when you receive an e-mail confirmation." [See Attachment]. In my case, there was no fraud or illegal activity involved. Once the booking process was complete, our reservation was confirmed, and there were no provisions for cancellation.
  
  Furthermore, this evening, I learned from the Kalaloch Lodge staff that about half a dozen cabins had been decommissioned. We booked these three cabins on the day they became available for July 2024, securing the first set of available cabins. If cabins needed to be decommissioned, logically, the last reservations made should have been cancelled first, rather than those made earliest.

  --*****************************

  Business response

  05/31/2024

  To whom it may concern,
                  On January 29, 2024, 10 of our bluff cabins closed permanently and were consequently removed due to a severe winter storm that took off a large section of our bluff line and created a safety risk for guests. Our front desk team went to work determining all reservations affected by the cabin closures. All reservations that we were unable to accommodate due to the property being sold out were added to a preliminary cancellation list as we awaited our email correspondence approval from the ********************** The list of reservations to cancel was based on a few principles:
  All reservations were for the cabin types impacted by the cabin removals
  Reservations were during a time that our lodge was otherwise sold out with no other accommodations available
  If there were an instance, where we needed to select one reservation over another reservation to cancel, the reservation with the earlier booking time would take seniority over the later booking.
  On 2/13/2024, our marketing department received approval from the ********************* for our cancellation email template. On 2/15/2024, the mass cancellation email went out to all reservations on our cancellation list. All reservations were cancelled in our system and refunds were issued for all deposits taken.
  In the case of ************************, he booked three of our bluff duplex cabins for July *****, 2024. In total, our property initially had six of these cabins in our inventory. Unfortunately, four of those six cabins were demolished due to the storm damage. We informed *********************** of one of his cabins cancellations on 2/15/24 via the cancellation email sent from our marketing team. His other two reservations remain untouched and we have spoken to him on numerous occasions to explain the situation and apologize for the inconvenience. ************************ has been reimbursed for his deposit of his one cancelled reservation. The reimbursement was refunded in full for $472.10, and was initiated on 02/15/2024.
  If there were a room available to offer ************************, we would have offered this room to him already. We continue to check on a daily basis for any changes, as we promised to him we would. Our lodge is very small, and is entirely sold out at the time of his stay. We gave notice of his cancellation almost 5 months in advance, as soon as this natural disaster occurred. We are all upset at the negative impact the loss of our 10 bluff cabins has had on the property and those visiting. We have been featured in the ************* and Fox 13 for this epic disaster that has occurred. We understand ***** frustration, and are truly sorry for the difficult situation that this puts him and his family in. As previously discussed with him, we would be happy to make up the futon beds in his remaining cabins for him, or cancel and refund his remaining reservations without penalty if he should chose.  

  Customer response

  06/11/2024

   
  Complaint: 21647163
  
  I am rejecting this response because:
  
  I am not able move forward with my trip. We request Kalaloch Lodge cancel my two other cabin reservations and refund the money as soon as possible.
  

  Sincerely,
  
  *****************************

  Business response

  06/18/2024

  We have cancelled your remaining reservations (Cancellation #********* and #*********) and have initiated a full refund for both of your remaining deposits. A total of $944.20 will be refunded to your **** CC ending in 2365. The refund process will take between 7-10 business days to post to your account.

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