ComplaintsforEstes Park Resort
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Complaint Details
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Initial Complaint
06/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
This “resort” is falsely advertising that it has a gym, sauna and game room. In reality, all of those amenities are under construction and unavailable to guests. My wife (*** ******) and I stayed for two nights on 6/6/22 and 6/7/22. We were not informed prior to our arrival that these amenities were under construction. We were rudely and casually invited back to the hotel in the future to enjoy these amenities, which should have been available to us at that time. We were looking forward to this trip very much. We work out every day, and we never would have booked accommodations that did not include a gym if we had known in advance. This is false advertisement, and we did not get the full benefit of our bargain. We are requesting a refund. Finally, I note that the website still advertises these amenities to unsuspecting guests (see photos). The resort had our email address and sent us other communications prior to our stay, but failed to mention this clearly planned construction that removed essentially all of the amenities from the resort such that it was no longer a resort, just a hotel with a nice view.Business response
07/19/2022
Thank you, Clay, for your patience. I just returned to work this week.
*** ****** and ******* ******* did book their reservation in March of 2022. At the time, we had our fitness center and game room available. Our renovation to update these two areas mentioned were delayed by 10 days. This was out of our control, and we remained hopeful that the components would show up any day. Upon arrival we spoke to each of our guests and explained the situation and what was available and the options during the renovation. We offered them, at our expense, to use the Estes Valley Recreation Center which includes a full-service workout facility and pool just one mile from the resort. They refused. We offered them the option to leave without penalty. They refused.
We were very disappointed to hear that they were unhappy. We continue to provide many amenities at the Resort: The ********, which serves breakfast, lunch, dinner, drinks, and room service. Fire pits, BBQ grills, outdoor games (corn hole, yard dice, bocci), indoor games, fishing, 3.7 miles of paved path around the lake and a laundry facility. Yes the fitness center is back on line as of June 9th and we have a full service spa still coming soon.
We hope that our options for each of our guest would provide a fun and relaxing environment as they take in the beauty of the Rocky Mountains.
All my best,
Karen M*****
General Manager
The Estes Park ResortCustomer response
07/19/2022
Complaint: ********
I am rejecting this response because: it is completely false that they offered or even mentioned the Estes Valley Recreation Center or the option to leave without penalty. No such discussion ever occurred. The response to our disappointment about the amenities being closed without notice was to invite us back to the "resort" next year, when those things would be available. I would still like a refund.
Regards,
******* *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.