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Business Profile

Hotels

The Lodge Resort Spa at Cloudcroft

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Lodge Resort Spa at Cloudcroft's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Lodge Resort Spa at Cloudcroft has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DISPUTE OF RESTAURANT CHARGES

      My celebration dinner date was of no value due to the following.
      1.) Service:
      a. I made a 6pm reservation a week in advance. Upon arrival the hostess said my res was for 6:15 and I would have to wait.
      b. At 6:15 she took us to a row of empty tables and asked us to select one.

      2.) Waitress:
      a. Incompetency
      b. She took our order and said “I’ll be right back with bread”, then 10 minutes
      c. Each time she brought a drink or dish she annoyingly apologized for ‘being slammed”
      d. Wait service slung plates across the table, instead of coming around to serve my date. I had pass her back my empty plates instead of her picking them up properly.
      e. Our order was one Steak, for two. Server didn’t serve the steak split. Handed my date an empty plate across the table and told her to do it.

      3.) Dining Room Manager:
      a. Annoying and interrupting.
      b. She came by three times to apologize saying “I’m sorry, we have a big party to take care of”.
      c. Excuse me I’m only the customer . . . who made reservations a week in advance. If you had a “big party” you should have told me when I made the reservation if you couldn’t provide proper service. I saw only eight tables occupied.

      4.) Food:
      a. A $43 rib eye should not have any grizzle or fat, and we cut out, and spit out, a lot.
      b. Appetizers – store bought not worth $35.

      5.) Pricing
      a. Bar service Vodka Martini - $12, with added $2 for Vermouth?
      b. Bill presented with food and tax total. Then Credit Card Voucher adds 3.5%.

      6.) Tip
      a. Waitress asked “Was everything O.K.?” What was I supposed to say? “No”
      b. The kitchen and wait should know if it’s O.K., or not.
      c. My bill was $121 and I begrudgingly left a $10 tip.
      I am disputing $131 to very poor management, service and food quality.

      Business Response

      Date: 12/27/2024

      Verbal response: The chef has reached out to consumer to address his concerns.

      Customer Answer

      Date: 12/27/2024

      Complaint: ********



      I am rejecting this response because: I have not heard a word from The Chef, The Management or The Owners.

      Please refund the money I wasted on a dinner ruined by your staff







      Regards,



      *** *******

       

      [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

    The Lodge Resort Spa at Cloudcroft is NOT a BBB Accredited Business.

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