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Consumer Complaints

BBB Accredited Business since 02/01/2012

Gold King Mountain Inn

Phone: (719) 689-2600

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
11/26/2013Billing / Collection Issues | Read Complaint Details

Additional Notes

Complaint Category: Failure to substantiate charges

Complaint: Stayed one night at this hotel on October 4, 2013. We checked out on October 5, 2013. Card charge showed a charge for smoking in a non-smoking room. This charge was added to the card on October 6, 2013. If the room was cleaned on the day of check out, then why wasn't this charge added to the card on this day? We are not smokers, hence why we booked a non-smoking room. Spoke to the manager, ****, and she stated that she had proof that we smoked. There could not have been any proof as we are NOT smokers. She insinuated that I am a liar, and absolutely refused to refund the charge. I would like the see the proof that she has, other than just her word, and I would like to see the charges removed. How many other guests receive this charge and never question it? We will NEVER stay or recommend this hotel to anyone. We would like to see the money refunded for 1). We are not guilty of smoking in that room and 2). I am not a liar.

Initial Business Response

I apologize for the way this was handled, we certainly don't find it acceptable to call or imply that a guest of ours is a liar. We will imediatlty refund ******'s $50 charge. We will also include an invtation to return for a complimentary stay in the hope that ****** will give us another cahnce. We will look into what occurred and take corrective actions as necessay. We appreciate having the opportunity to make this right with our guest

Final Consumer Response
We received a refund of $50 for the smoking charge. We were also given a voucher for a free nights stay at the Gold King Mountain Inn. We greatly appreciate the manner in which Kevin dealt with this situation and are very satisfied with the outcome.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

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