ComplaintsforThree Bears Resort

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booked family vacation 5/8, 2 adjoining cabins as there would be several children and sharing all items between families. Checked in 6/29, no adjoining available. Could move us the following day for adjoining. On entering cabin 910- broken furniture( kitchen chairs, futon), very minimal dishes( supposed to be fully stocked kitchen), kitchen appliances not working. Lights in rooms flickering and dim only works. Loft- bathroom sink leaking w/ puddle on floor, fan very loose, crud spattered across wall. Slept in 206 for the night, lights in rooms not working, opened bedding, used bandage wrapper. Dirty bedding. Talked with resort staff in am 6/30 to assure cabin change to adjoining- very rude at front desk! Changed to Cabin 208 6/30- no lock on door, pile of dirty towels, dirty bedding remains from previous occupants, broken windows, crud splattered across wall in living room, ceiling started leaking, maintenance came to fix. Didnt clean the water of the ceiling that fell. Broken furniture, broken appliances. Attempted laundry- dryer making loud thumping noise- opened and started throwing sparks out. Water park- one hot tub shut down with nasty water sitting in it, other hot tub heater broken & no children under 6 sign and staff rudely asked our childrens age (6 yrs old) and demanded they must get out, customer care at snack bar very poor. Jump shot shut down indefinitely. Mini golf in disrepair. Arcade- minimal games working, kids lost a ton of coins in machines, kids went to redeem points and all erased from arcade card. Cranbrew pub, played pull tabs, staff report not enough money available to pay winnings out. Used bathroom near pub, urinal broken. Large leak from ice machine in hallway of main resort area. Thankfully we had handy men that were able to troubleshoot so we could enjoy our time together with family. We purchased several cleaning items to make our stay Cleaner!Will NOT return!

  Business response

  07/09/2024

  Dear Guest,
  
  Thank you for taking the time to reach out regarding your previous stay you had with your family.  Without feedback from our guests we may not understand where we fall short.
  
  Thank you again for the detailed information you provided. We apologize that we were not able to exceed your expectations and that we did not provide you with accommodations that you or we expect.  We apologize for the state of both Villas that you were provided.  This is not how we want our guests to experience our Villas. We apologize for the cleanliness issues you had in both units along with the lack of cooking supplies.  We have spoken with Housekeeping to make sure these issues are addressed immediately.  We apologize for the state of the furniture in these units and will have maintenance fix and replace any and all furniture that is needed.
  
  We can assure that we will address these issues immediately so we can repair both units and offer the highest quality to our customers.  We will also address employee issues that you witnessed as we strive to provide exceptional customer service.  We will speak with our arcade supplier to fix the games that are broken and we apologize for the credits being deleted off the cards.  We are working hard to fix the indoor/outdoor hot tub and we hope to have it operational as soon as possible.  We are working hard to improve the overall resort as we want to be a desired destination by all guests. 
  
  Thank you again for sharing your experience so we know what needs to be focused on, repaired and addressed.  We will be refunding the full amount that you requested since we were not able to exceed your expectations.  If you are in need of anything further do not hesitate to reach out to us.
  
  Thank you.

  Customer response

  07/09/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We checked in on 9/16 and checked out 3 hours later. We drove 4 hours to enjoy the waterpark with our family. Check in was at 3. When we arrived, the rooms had been recently renovated leaving saw dust covering the room key insert. We went straight to the waterpark which we found was only half accessible due to staffing. We attempted to order a drink at the bar inside the waterpark but the staff member said he had to close to go open up the restaurant. My husband then went to order a drink at the restaurant but that wasn't going to be open for another hour. We left the water park, changed for dinner and headed to the restaurant. The staff working at the ******************* had never worked there before and said they were filling in which resulted in not being able to order half the menu. We got our food order which was wrong and then tried to enjoy the arcade. Most the games in the arcade were broken or not working. We had finally had enough, and went to speak with the front desk. We were informed they were unable to do anything, there was no manager on staff and the ** was unavailable. The front desk staff member had only been working there for 5 days and could not give me the managers name to follow up with. He wrote my number down. I called on that Monday and still no answer. I continued to call and follow up, each time I was getting hung up on, or they would simply not answer the phone. After multiple attempts, I told the staff I would be filing a complaint, they then directed me to the accountant, who advised me to wait 10 "business" days and call back and ask to speak with her directly if I dont see a refund issued. I did just that, weeks go by, several messages left and multiple attempts to speak with anyone that could assist me. Still no answer. Staff answering the phones are so rude and helpless, which leads me to believe this will not be resolved and they have just been leading me on thinking I would give up. I am so disappointed in Three Bears.

  Business response

  10/04/2023

  Good afternoon,

  I just spoke with ***** on the phone - her card was refunded on 9/17/23 and sent her a copy of the receipt.  I requested if we could possibly do a three-way call with her bank to resolve this issue. Once we resolve why her financial institution has not refunded their mastercard then we will also give them a free weekend in the future to correct the issues they had with their previous stay.

   

  Thank you

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented their biggest cabin in April . 5bdrm with *******. Which come with 16 water park passes. For a friends and family event from September ****.. I was notified on September 5 that the water park will be closed til September 9th because the kids are going back to school. The person that called me gave me two options either get a refund or reschedule. I then said how can you notify me two days before our arrival that the water park is closed I hv a large party that scheduled their vacations and that are flying in from other states to come to this event this is totally unacceptable so for two and a half days I will be paying for a service Im not receiving and you response is we can refund you your money two days before check in after time and resources were used to plan this event so I told the lady to tell the ** refund us half our money back for the inconvenience and the service we wont be receiving. She called me back and said the ** will give us tickets to the water park next door.. I asked is it similar to the water park here where I paid to be she said she had no idea she never been there I totally shocked and in awe at the customer service and the lack of obligation they have to make sure the customer at the least enjoy the amenities that we paid for its to late to reschedule because guests took time off from work paid for plane tickets paid for rental cars a lot of money was spent for this vacation I spent over $2,100 for the resort I would like to be refunded my money back for the days the park is closed terrible business practices.. whats so terrible my cousin just got her judgeship and this was suppose to be a celebration for that I cant believe they waited 2 days before check in to make us aware of this

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