BBB Business Review

This Business is not BBB Accredited

Mountain View Grand Resort & Spa

(603) 837-2100View Additional Phone Numbers101 Mountain View Road, WhitefieldNH 03598-3149http://www.mountainviewgrand.com

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BBB Accreditation

Mountain View Grand Resort & Spa is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Mountain View Grand Resort & Spa's rating 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 SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Mountain View Grand Resort & Spa

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
05/04/2015Problems with Product / Service | Read Complaint Details
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Complaint
Honeymoon Disaster
My husband ***** ***** and I checked into The Mountain View Grand on the night of March 27th to March 30th.
I had dealt with *** in reservations on 3 seperate occassions in booking our stay. He wasn't very knowledgeable and seemed very confused which made me very unsure of our actual reservation being correct. So oh course I called a second time and it was incorrect and a third time and it was still incorrect. Not very professional at all!
Upon checking in the Front Desk Manager was very rude and cold not welcoming like most hospitality individuals are. She immediately charged my card for the whole stay plus $50.00 a night for incidentals and told me to sign a paper. She basically tied up my checking account before even asking me. We had stayed over the summer for 2 nights and this isn't what the check-in process was than. When I questioned it she became angry and told me "obviously someone isn;t doing their job correctly" No apologies about tying up my card or anything. Then she gave us our room key it was the room right off the lobby..which was very loud. I asked if we could have a different room because it was so loud and she says to me angrily "you requested a lower floor" I said yes because I am disabled but last time we stayed on the first floor. She retorted back well that floor is unavailable because we are changing the carpeting. I said I am able to use the elevator so any room should be sufficient. She huffed off behind a door and left my husband and I just looking at each other in horror. I just wanted to cry at this point. She came back and gave us a room on the third floor and we took the elevator up. I did tell her our Champagne and Strawberries were already in the first room. She said she would have them brought to the new one. No sooner did we get into our room and the phone rings. The valet calls to say the car won't go into park. So my husband goes downstairs in a panic. The Champagne and melted/wilted chocolate strawberries are delivered to the room. My husband comes up and says the car is definitely broken I burst into tears immediately. We put on our pj's and try to sleep until early AM when my husband can call *****'s.
*****'s fixes our car and says it had to have been the valet using the 4- wheel drive stick instead of the parking brake. I didn't know this but I guess my husband spoke to you about this and you comped the room for the night. Thank you very much!
As you can imagine we chose not to use valet service because of their carelessness with our car.
Each morning we got the breakfast buffet which was delicious and had the pleasure of talking with ******* She was so wonderful told us places to go and things to definitely to check out.
We also took total advantage of The Spa. My husband got a massage, myself a facial and an incredible, breathtaking sock in the Sok Tub. It was amazing!
Ms Baker was able to get us in to The Wine Cellar which we didn't know even existed. She was so very accommodating and kind. Our waitress ******* made our night extra special with her meal selections and her sweet disposition. The food and service was above and beyond this world. We had to roll ourselves into bed that evening.

My husband also did the axe throwing each morning with Ms Baker and she gave him a t-shirt for our 9 year old little girl which was so kind of her.
Checking out once again was very frosty no hospitality shown.When we got home and I was looking over my checking account we had been double charged by you. I called my bank immediately because I was going to have checks bouncing all over the place. They did a three- way call between them, me and Mountain View Grand. Our call was routed to Accounting I explained what had occurred and the bank representative asked for an authorization code so they could realize the funds. The woman was horrible to the both of us she rattled off a code and hung up on us. I couldn't believe it! The bank representative said I will

Desired Settlement
I wrote to the manager and this is what she wrote back. She used our horrible experience as feedback only. This was our honeymoon! Total disregard for us and what happened.

Thank you for taking the time to reach out to Ms. ***** and myself regarding your recent stay. I spoke with your husband on several occasions while you were staying with us some of your concerns he mentioned several he did not.
I have shared your comments with our management staff in hopes that we can all learn from this experience. I am sorry several of our departments made it difficult for you to enjoy your stay. I can assure you we will be addressing each concern you have outlined below with the individuals involved.
I have also made a notation in your profile about this experience in the event you choose to return to the resort in the future. I can understand completely if you and your husband choose to vacation at another location.
Again I would like to thank you for your time. Your feedback is greatly appreciated.
Best Regards,
****** *******
Assistant Guest Relations Manager
603.837.0000 ********@mountainviewgrand.com

MOUNTAIN VIEW GRAND RESORT & SPA

Business Response
***Document Attached***
Complete refund issued, including services that guest spoke highly of.

Industry Comparison| Chart

Resorts

Additional Information

top
BBB file opened: 11/09/2009Business started: 01/01/1865
Type of Entity

Corporation

Incorporated: June 2005, NH

Contact Information
Principal: Mr. Christopher Diego (Managing Director)
Number of Employees

200

Business Category

Resorts

Products & Services

This company offers year round resort and spa services.

Alternate Business Names
Brothers Property Management Corporation

Map & Directions

Map & Directions

Address for Mountain View Grand Resort & Spa

101 Mountain View Road

Whitefield, NH 03598-3149

To | From

LocationsX

1 Locations

  • 101 Mountain View Road 

    Whitefield, NH 03598-3149(603) 837-2100
    (602) 837-2100

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Concord, NH. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Mountain View Grand Resort & Spa is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (602) 837-2100
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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on April 1, 2013.

BBB reports the complaint response text for all reportable complaints against a business.

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Industry Tips for Resorts

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What is BBB Advertising Review?

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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