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BBB Accredited Business since
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Cortina Inn & Resort located close to the Killington and Pico Ski areas is open all year round. The inn offers rooms and suites, breakfast, a restaurant with dinner available Friday and Saturday nights and indoor pool. Cortina Inn & Resort is also available for small private, organization and business functions.
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A BBB Accredited Business since
BBB has determined that Cortina Inn & Resort meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Cortina Inn & Resort include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Manjari Bhakta, General Manager Mr. Jigar Bhakta, General Manager
Number of Employees
RESORTS BED & BREAKFAST ACCOMMODATIONS RESTAURANTS SKI CENTERS & RESORTS INN Hotels (except Casino Hotels) and Motels (NAICS: 721110)
Method(s) of PaymentAmerican Express
Alternate Business NamesBhakta Management, LLC
Industry TipsTravel Agencies
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Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: At 11:15pm on 9/27 my financee and I called to make a reservation. We paid for 1 room for 2 nights over the phone - the cancellation policy was never clearly stated over the phone. At 8:00am on 9/28 (not 9 hours later) we called to cancel the reservation due to circumstances out of our control. They did not even have our reservation for 1 business hour. The woman we spoke with at 8:00am on 9/28 put us on hold for 5 minutes, came back, and said "you're all set". Approximately 2 and 1/2 hours later, another woman called and said that she was charging us for a room for one night. We were surprised, as this was not stated over the phone on 9/27 or earlier that morning when we made the cancellation. Since we were unaware of the cancellation policy at the time of booking, it was clearly stated that we were "all set", we did not have the reservation for even 9 hours, we did not have the reservation during business hours, our reservation was not preventing anyone from making a reservation (there were several open rooms), we would like the charges associated with the room removed from our banking account - effective immediately.
Desired Settlement: We simply would like a full refund.
I spoke with the answering service and the woman that initially took the customers call and was told she clearly stated that she does not cancel reservations she can only send the message to the hotel that a customer needs assistance. When she said “you’re all set” she was saying that the message was sent to the hotel.
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.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Problems with Product/Service
Read Complaint Details
Complaint: The Cortina Inn failed to provide clean lodging, serviceable amenities, and a secure environment for 2 weary travellers and a dog. The details of our stay are below. The Manager/Owner was rude and unsympathetic and offered no recourse whatsoever. She made no apology. She has no business owning an Inn or managing one. Her attitude was "sorry, too bad, we have your money and if you are unhappy, oh well". Their advertising is VERY misleading on their website. I would love it if you sent someone to the Inn undercover and see what kind of treatment or room you are given. I believe they write their own inflated reviews on many of the sites. My complaint went to other agencies as well as yours. This Inn should be shut down by the Board of Health. When we arrived and smelled the chlorine that reeked in our room and saw the filthy windowsills with spiders everywhere, and standing water outside our deck area, we were ready to go home but we were so tired and I was not feeling well we were STUCK there for the night. My complaint follows. I got 2 hours sleep, my travelling companion got a little more, and my dog was up and down all night scratching and being concerned with the loud mouths in the hall partying. We could not use any of the amenities they advertised they had for below reasons. This was the worse vacation either of us ever had and to make it worse the owner manager (if she was telling the truth which I doubt) was a rude uncaring money hungry expletive. I am not so upset about blowing $300 of our hard earned money but I am upset at I now have to worry if we bought home bedbugs, fleas, or contracted a disease from the Inn. And I slept all day Saturday and most of Sunday to try to regain the 7 hours of sleep I lost. 1. We had reservations several weeks after “IRENE” hit. They took our reservations and credit card and said they didn’t know if the roads would be open. I asked them to be sure to let us know in advance if we were not going to be able to get to the Inn due to road closures. I never heard anything back. The day before I called to confirm and surprise the Inn was closed due to roads being out. I know that was not their fault but they couldn’t pick up a phone and make a call? We had to hustle to make alternative plans that weekend. They never gave us the courtesy of cancelling in advance for us. Oh, but they did say “we won’t charge you a cancellation fee”. How nice of them, considering I would not be able to keep my commitment because THEIR INN was closed to travelers. We thought we would give them another chance and as you will see below, they blew it big time. We were in love with the older Cortina Inn obviously run by people that know how to run an Inn and how to treat guests. What a rude awakening we got! 2. Upon check-in, we knew we were in for a nasty time. The front entrance was covered with debris and the trash was overflowing in the entry way and vestibule area. The rugs were worn and ghastly looking and didn’t look like they had ever been cleaned. They were torn in places here and there. The male host WAS courteous and pleasant and promptly checked us in. 3. The room was like 100 degrees upon check-in, probably because it was right above the pool. Would it have killed them to foresee someone might like to arrive to at least a comfortable temperature in their room and maybe turn the A/C on? The room reeked of chlorine and smelled moldy/musty. It had crushed stone and dirt around the so called fireplace which was nothing more than a little stove type gadget. So much for the romantic “fireplace” not that we needed one with the rainforest like ambient temperature in the room. It took forever to cool the room off, it was cooler outside. The outside stairs which the host told me to go up were unsafe and rotted and filthy. We had to walk through pine sap to get to our room. Even though I was in a cast, he never mentioned that we should take the lobby interior path the room on the 2nd floor. No apparent elevator anymore. There was no warning sign on the outside entrance of the room that you had to step down. With an injured ankle to boot, I nearly broke my neck as I wasn’t expecting a drop to enter the room. My back still hurts from tripping and falling down the entry into our room. I am thinking of suing if my back doesn’t feel better soon. The deck was not private as depicted on their website. The adjacent room had a pool of standing filthy water outside their door. Think West Nile Virus. 4. The bathroom was old fashioned and had new tile in some spots that were not professionally done. However, it was clean and had plenty of towels and toiletries. When we booked the Inn, and as mentioned on the website the Inn is newly renovated and all the rooms have been updated and renovated. That is a lie. Rotten wood on the sills, steps, exposed circuitry. The light above the sink was burnt out. And it reeked of chlorine and was 100 degrees in there. The water temperature of the shower was cool not close to warm. After the night we had we didn’t bother to complain. We got up at 7:00 a.m. to get the heck out of there and go home and sterilize all our belongings. 5. All window sills had filth/mold/crusty stuff in the crevices and lots of lovely spiders. 6. If we weren’t totally exhausted and didn’t have a dog with us, we would have went home or found alternate lodging. The Cortina Inn isn’t worth $10 a night and should be shut down by the Board of Health! 7. The beds were comfortable and did seem new and clean, though I had my doubts. The pillows were ridiculously thick and very uncomfortable for both of us. We checked for bed bugs, but didn’t see any other than something suspicious near the bureau area. However, myself and my dog were scratching all night long so we are hoping we didn’t have bed bugs/fleas. The minute we got home, we all had to take a steaming hot shower and wash every article of clothing to try to minimize any travelling pests we might have picked up from Cortina. With dirt in the room, it’s a great environment to breed fleas. 8. The pool we were both looking forward to using was completely empty. Now we know why. The handrail was covered in paint or bird poop, I couldn’t tell. There was a spider web hanging off the handrail. It smelled disgusting. We were both ready to get in, no towels anywhere. Poor lighting probably to hide the filth. The whirlpool had saran wrap cover and I looked under and there was a Styrofoam something floating in it. Neither looked like they had been used. We decided we would bypass the disease ridden pool and whirlpool. When I complained to the owner/manager she said she just had the whirlpool / pool cleaned. No way! Not one other guest was in the pool either. Have them check the video camera of the pool area. You will see us both in our bathing suits eager to cool down and we both decided it was too gross to go into. Why did the whirlpool need a cover on it if it is inside? To cover the filth inside of it would be my guess. 9. The so called exercise room had one broken treadmill in it. False advertising. We couldn’t use it. 10. No dining on the premises, though they did tell us that. Very inconvenient from dining. The old Cortina Inn at least sold some snacks. 11. Exposed circuit plugs in room, not cool if you have pets or kids. 12. Air quality of the room was horrendous. We could barely breath all night probably from the mold and chlorine. 13. To top of this marvelous stay----At approximately 12:30 AM some loud mouths checked in slamming doors. Supposedly the Cortina Inn boasts 24 hour service. There is no way in heck that a front desk person could not hear the ruckus. I gave it some time and talked to 2 of the party animals nicely and asked them to keep it down a bit. No result. I then called the front desk about ½ hour later and he said he would talk to them. No result. I waited and fumed since we all were wide awake by then. Then I called again and the desk clerk played dumb. “Oh, where are they next to your room”? What a joke! You could hear them partying I would say right in the lobby running between rooms and slamming doors and loud and obnoxious. The front desk clerk had to have ear plugs in and feigned he didn’t know wher the noise was coming from. Finally, he said he would talk to them. After another half hour or so they either passed out or decided to go to bed. 14. The next day when the Manager said “Good Morning” to me as I was hurrying to get out of there, I blasted her. She is apparently the owner. And she apparently doesn’t care about retaining business. She basically said there was nothing they could do. When I suggested they could have called the authorities after the first warning or asked them to check out, she said she doesn’t call the cops on her guests unless they are committing a crime. Last time I checked public drunkenness and disorderly conduct and disturbing the peace were crimes. You can bet if my dog was barking all night, the cops would have been called if I refused to leave or quiet him. 15. The only thing that was renovated about this facility is new drapes and perhaps beds. 16. The tennis court was unkempt and the grounds were as well. 17. Their website is VERY VERY misleading. Do yourself a favor and find alternate housing. 18. This had to be the worse place I have ever stayed in my life. They are pricey and they have no grounds to be, except the greed of the owner (who is also the manager). Please heed my warning, no one at the hotel looked like they had a good time other than the drunks. 19. I did leave housekeeping a tip as it’s not her fault, management has no clue how to run an INN and keep guests coming back for more. 20. We didn’t dare drink the water or eat any food served there. We took our $300 loss and will probably never travel again with such a horrendous experience. Thank you Cortina for robbing us! They should be ashamed of themselves. I am demanding a full refund. We payed to rent an SUV and everything to go up there. That’s a $500 weekend where we got no leisure activities, no rest, and probably will have Legionnaire’s disease or bedbugs or flea infestation. Considering that I have chosen at this time NOT to sue them for nearly killing myself on the drop to their guest room, they should refund my money and cut their losses or I might change my mind. My back is still very sore.
Desired Settlement: Full Refund. to my credit card. I won't ask for a refund of the SUV we rented to have a nice vacation to get to the Cortina., for the damage to my back from tripping into a sunken room that had no warning signs, or the combined 10 hours or so of sleep my dog and my companion lost by staying at an Inn where the management clearly thought the bigger party was more deserving of a safe, enjoyable night of lodging. My nights have been filled with writing honest but very nasty reviews on line. I will do everything in my power to spread the word about the Inn to save another party from this nightmare called the Cortina Inn.
This is a copy of the guests review and I have responded to her
Better Business Bureau:
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.