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BBB Accredited Business since
Phone: (830) 625-9967 Fax: (830) 625-2308 1020 N Houston Ave, New Braunfels, TX 78130
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A BBB Accredited Business since
BBB has determined that Heidelberg Lodges Ltd 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Heidelberg Lodges Ltd include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Dale Linebarger, Owner Mr. Chris Mock, Manager
1020 N Houston Ave
New Braunfels, TX 78130 (830) 625-9967 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Read Complaint Details
Complaint: Hotel is collecting the full amount of payment. I have an email stating that if I cancelled within 30 days prior I would get my full amount returned. I accepted that I wouldn't get the full amount but would get everything else besides the deductible. Manager stated that they are going to keep the entire amount and charge me a fee that would be the total amount with no refund. I did not use the room or any other services that the hotel provided and would like my refund returned. $150 deductible $160 for the rooms Now I have an email stating from the reservations and cancelation policy as well as them tell me that they will charge me. They stated that they are going to charge me a fee that will be the total amount so that I will not receive any money back.
Desired Settlement: Wanting if not full amount returned at least everything besides the deductible returned.
I have attached a copy of the email that I had sent to the complainant With the events that had transpired between the complainant and our staff. If he had chose to call in and cancel the room that day he would have only lost his deposit which was one nights stay. Upon check in we require the balance be paid in full. Our cancellation policy is on our conformation emails sent out to all our guests. We feel that complainant was trying to get around our cancellation policy by continuing to change the reservation until he managed to get it out past our 30 day policy. We try to be as understanding as possible in all situations but we also do not expect to be taken when we are trying to be as helpful as possible to ensure everyone has a nice and memorable experience with us. We also strive to improve our customer service at all times which is how we come to the issue at hand now. Instead of having the complainant loose all of their funds we were trying to be as helpful as possible with the situation that was presented to us at that time. Unfortunately at this time we believe it was a ploy in order to play on every ones sensibilities.
Unfortunately you have taken away what flexibility I had to work with in when you started changing dates as the above confirmation notices show.