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Utah

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Cliffrose Lodge & Gardens, Inc.

Phone: (435) 772-3234Fax: (435) 772-3900

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 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
02/21/2012Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Unauthorized credit card charges

Complaint: Double charged and then, upon cancelling no cancellation confirmation provided. Unable to reach anyone at Cliffrose Lodge.
Booked a room through the Cliffrose website on January 14, 2012 for one night stay on January 19, 2012. I also requested a confirmation from them via my e mail which I provided. No confirmation recieved.Repeated calls at both their numbers but never an answer. This somewhat alarmed me so I contacted my VISA and they confirmed that Cliffrose had indeed charged my card for $164.56. As well, an attempt to charge me an additional $117.58 for same night was attempted but they entered my card expiration date incorrectly. On January 17, 2012 I was able to finally reach someone at Rosecliff. They could provide no explantion for the bogus charge. I requested both charges be removed and to forward confirmation of this to my e mail account. Today ( 18th) my VISA now has a charge of $164.56. A mediator from VISA was unsuccessful at reaching Cliffrose by phone to correct issue.The only solution offered was to change my VISA card to avoid futher charges. I elected not to because we are about to fly out for 10 days and I need my current card. My wife has been crying over this ordeal and it's really stressed me out. All I asked was confirmation from someone. Thank you and sorry for the rant..

Business' Initial Response
Contact Name and Title: ****** ******
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@cliffroselodge.com
Hello,

This is a completely false complaint. The guest entered a false email address via our website resvervation system. He was not overcharged. He was charged a one night room and tax deposit at the time he booked the reservation. The guest also booked a separate reservation which he was never charged for due to his credit card being declined. His original deposit was refunded on 01/17/2012. This gentelman has wildy exagerated the truth of what happened and has falsley accused us of things that did not occur. We follow all credit card guidelines and take credit card processing very seriously. Please call me directly with any additional questions regarding this issue.

Thank you,

****** ******
GM
Cliffrose Lodge & Gardens

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