Complaints

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.

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My wife and I stayed at a Xanterras ************************ #**** at the ************ from 5/16/25 through 5/19/25. Upon leaving I noticed itchy red spots on my back, which were found to be bed bug bites. As of today 2 of the spots are still there and itchy but all the others are gone. On May 20, 2025 my wife contacted Xanterra through their portal and reported the situation and received no response. 3 days later she followed up again on their portal, and again, no response. On 5/27/25 I sent a detailed email to *** ********** at Xanterra about the situation, and again, no response. Please help me resolve this issue.

  Business Response

  Date: 06/18/2025

  The guest noted alleged bed bugs in cabin #**** on our post stay survey. As a result our housekeeping team completed an inspection of the room and mattress to find no evidence of a bed bug presence or activity. Our standard protocol upon receiving a report of suspected bed bug activity results in close monitoring of the room for several weeks. It has been a month since this guest stayed and there has been no bed bug presence or activity in cabin #**** through any of the subsequent inspections.
  
  Despite no bed bug evidence being found, we failed to meet the guests expectations and therefore have issued the guest a refund of $769.68.Our management at the property has been in communication with the guest and my understanding he is satisfied with the refund and follow-up.
  
  It is our sincere apology the guest felt unheard after attempting to contact us in several ways. We are committed to resolving guest concerns in a fair and timely manner and deeply regret this one somehow fell through the cracks.
  
  We hope the rest of their visit to the ************ was enjoyable and memorable. We would be delighted to welcome them back in the future and provide the exceptional experience they deserve.

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On December 5th, I received an email requesting feedback on our recent trip on the Grand Canyon railway, polar express. Since we had not been there I rechecked my booking for December 27 and found it showed November 27th which was an error, as we had planned a trip there in December when our grandkids would be down from *******. I immediately got on the phone with ********************* reservations and explained the situation to them. They looked up the reservation ******** in the amount of ****** which was prepaid. I told them we still wanted to go on the 27th and asked what could be done. She needed to talk with someone about it and put me on hold. After 5 minutes she returned indicating that the reservation had beef closed and she had no way to change it. She then said I would need to contact the accounting department for a refund and provided me the email to contact them. With regard to the December trip, she looked up the availability and they had room on the 7:30 train. She asked if I wanted that one and I said yes of course. She then indicated the price had changed to ****** but I took the slot anyway and paid that upfront. After the call I sent the following Email to *************************************** which I had been provided:Today I received an email asking for feedback on our recent trip on the polar express. I was curious since we had booked for December and had not been there. Upon reviewing the reservation, I found it listed November rather than December. I immediately called and explained the situation. They explained I would need to contact the accounting department to have them credit the ****** back to by credit card for reservation******** and was provided this email. As a result of the call we also rebooked on reservation ******** in the amount of ****** for the correct date which has been completed. Thankyou for your prompt attention to this situation.***** To date I have not received any correspondence from them in reply to my e-mail. Since their cancellation and/or change policy doesnt cover this particular situation and we have already re-booked, it seems entirely reasonable that the original amount of ****** be refunded to my credit card.*****

  Business Response

  Date: 12/12/2023

  The guest booked the original reservation online for the November dates. Unfortunately the error was not discovered in the booking process or by reviewing the email confirmation so the error was not caught until after the fact. As a result, the November reservation went as a no-show. Despite no apparent error on our part with booking dates, we have refunded the November reservation and look forward to the guests visiting us in December.

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate their willingness to be fair over an honest mistake that was not caught at the time of booking.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There's a lot of favoritism going on at this company and ALSO RACISM. I got enough money to pay very known people to share the evidence of what's going on here with social media and expose ****. I'm not gonna be here much longer since H.R. is forcing me to stay with a person I do not feel comfortable around. That sounds like a lawsuit when I think about it. Forcing someone to stay in an uncomfortable environment. Better believe I'm not gonna leave without letting it be known how yall treat people. **** won't give any manager postitions to colored people and the housing wouldn't pass inspection if it was to ever get inspected. Since yall are known for paying companies off to make sure yall pass inspection and not get exposed to headlines I will make this short because action speak louder than words. ??? peace

  Business Response

  Date: 09/19/2023

  Our ************************* has discussed and addressed these concerns.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This complaint involved ************ at ************ South Rim where Xanterra company runs accommodation services.On 6/23/2023 - ************ charged me $464 + taxes for a room which I originally paid $264 + taxes.Background: I was given a room at ************ with 2 bedrooms but was located on 2nd floor for the first night. For the 2nd night - I requested a new room with 2 beds but on 1st floor or on 2nd floor with elevator due to difficulty in climbing stairs. A few hours later - I was given room keys to a room which I later found out to have full kitchen. I did not ask for room with kitchen. My specific ask was for a room with 2 beds located on 1st floor. They assigned that new room to me without my permission and they charged me for the extra cost of the full kitchen.I did not have any use of the kitchen and I did not ask for it. This is a case of bait-and-switch where the front desk manager was less than forthcoming about the new room.

  Business Response

  Date: 08/28/2023

  We apologize for any confusion or inconvenience. Our representatives have left messages and sent an email as a follow-up with the guest to discuss the refund being issued.

• Initial Complaint

  Date:07/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On July 22, 2023, I was double charged for my purchase totaling $229.60. On the first payment attempt, my Chime debit card went through and allowed me to sign and authorize the charge. The cashier told me it wasn't printing a receipt, so it did not go through. She voided the order while I went to my car to get another card. I came back with a second card ************** debit card), and she rescanned my order. The card went through and printed a receipt. I asked her and the manager on duty to please be sure I wasn't double charged (to make sure both card payments hadn't gone through). The manager said if a receipt didn't print it, didn't go through. I asked if I could use the store's internet to check my account before I left. (The location is high in the Rockies, so cellular data doesn't work at the store.) They told me they couldn't connect me with their wifi, but if I was double charged to let them know, and they would correct it. When I was back in range for cell service about an hour later, I saw both of my cards had been charged for $229.60. I called the store and talked with an assistant manager and then the head manager named *****. ***** told me since it was Saturday, she couldn't do anything to help me get the charge reversed that day. She said on Monday, she would connect with their "credit card person" in *************** and call me with an update. I didn't receive a call from ***** on Monday and called the store on Tuesday. ***** wasn't in yet, and the associate who answered the phone said she'd have ***** call me when she arrived. I didn't hear back from ***** or any other store manager. I am concerned they are not working to resolve this because the associates with whom I've dealt have not been knowledgeable and have not been very professional. The customer service at the store was not good. That's why I'm trying to resolve this through other channels, rather than continue to attempt communication with the store managers.

  Business Response

  Date: 08/02/2023

  We sincerely apologize for the duplicate charge and the delay in rectifying the situation. A refund for $299.60 was processed today back to the credit card ending in ****.

  Customer Answer

  Date: 08/18/2023

  Thank you so much for your help! My issue was resolved. I really appreciate it. 

   

  Have a great day,

  *****

• Initial Complaint

  Date:06/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On Sunday June 18th my son and I checked in to ************* Lodge. Xanterra operates this lodge in *************************. We were originally booked to stay until Thursday June 22nd. My son started getting sick on Monday. We decided to leave Tuesday morning. We deposited our keys in their drop box and left. *************** Checkout Procedure. Today I received a bill for four nights. When I inquired about the overcharge I was told that the hotel had no notes of us leaving early and was told that you were in house during your entire stay. I would like a refund for the two nights that we did not stay. When we called and spoke to the manager were told they didnt have any proof that we werent there. We offered to provide GPS maps showing my location and were denied the opportunity to provide proof. They stated, that as it may be we cannot prove that they were not there. Why is burden of proof on the customer? One more thing and Ill apologize for my rant. Im pretty sure there are cameras taking pictures of vehicles going in/out of Yellowstone. Terrible customer service.I truly apologize for the lengthy run on, but Im obviously frustrated with Xanterra.

  Business Response

  Date: 06/23/2023

  We appreciate ******************** staying with us at ************* Lodge!
  
  While it is customary for guests to check-out of a hotel by leaving the room keys in a drop box for a normal scheduled checkout. It is not customary to do this for an early checkout and expect a refund for unused nights. As indicated by ********************, the reservation was booked for 4 nights so our expectation is for the guest to occupy the room for 4 nights. If an early checkout was needed, the guest should have informed our front desk of the desire to depart early and make the request for a refund. Since we did not hear from the guest requesting an early checkout, we did not know they had vacated the room. As a result, the room was held for 4 nights as booked, with no opportunity for ** to resell the room. Given the situation, there is no refund due.

  We hope ********************' son is feeling better and that they had a safe trip home or to their next destination.

  Sincerely,

  ************************* Lodges

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Xanterra must not have must not communicate well internally.  1.  They already issued a partial refund.  2.  They stated that we were in house during our entire stay.  Inaccurate.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was originally scheduled to stay at ************************* 5/4/2023 to 5/6/2023 and the **************** 5/6/2023 to 5/8/2023 for my honeymoon with my wife in *************************. These bookings were made on *********** travel. On 5/4/2023 we drove to ************* and when we got there we were told that all bookings were cancelled weeks ago and refunded due to a sewage issue. I never received any email or refund for the room beforehand. We were told the only open rooms were at the ****************. The Hot ********************* check in desk told me that they would write a note to Expedia to refund me for the ******************* reservation and for the original **************** reservation. I wasn't able to check into my original **************** room since that wing wasn't open for the season. I was told they would book me for 4 nights in room **** at the **************** so that I wouldn't be inconvenienced further by having to move rooms. This conversation with hotel staff was around 2:25pm MST. We had to check in at the *********************** and I again spoke to the staff there about this issue and they again assured me that I would be refunded for the original 2 bookings. I spoke to a short haired woman and an older woman with glasses and they both said I would be refunded for those original bookings since I paid $1600.62 for this new 4 night stay in room ****. This conversation was at my check in 5pm MST. I spoke to a woman on May 5th at the **************** check in desk for reassurance. She took a screenshot of her computer on my phone behind check in to show the note she left for Xanterra to refund me for the Expedia bookings. I checked in on this issue multiple days, with multiple staff members and was assured multiple times there would be no issue. The note was created on 5/4/2023 at 3:32pm MST. Screenshot was taken at 5:08pm 5/5/2023.Xanterra did not refund my full amount as promised. I am owed $796.54

  Business Response

  Date: 06/15/2023

  We deeply regret the need to cancel the reservation at *************************.Unfortunately we had to close the hotel a year ago due to the damaged wastewater system from the floods and have yet been able to reopen while this system is rebuilt. Please see the press release from the ********************* issued on April 12, 2023. *********************************************
  
  Upon notification from the ********************* of being unable to open ************* on April 28th as scheduled, on April 12th we notified guests with existing reservations via email of the need to cancel impacted reservations at ************* and suggestions for making alternative reservations at other lodges within *************************. As this reservation was booked via Expedia,we sent the email to Expedia and they should have relayed it to the guests.
  
  These reservations were charged to the guest by Expedia and we collect from Expedia.In this case we did not charge Expedia and we authorized them to refund the guest for both reservations. From what I can see of their reservations in the Expedia system it appears the refunds have been issued. If the refunds have not been received by the guest, then I suggest they contact *********** Travel or Expedia since the reservations were booked through them and all refunds to the guest would come from them as well.
  
  Congratulations and best wishes to the newlyweds and hope they had a wonderful honeymoon in *********** at the ****************.

  Sincerely,
  

  ************************* Lodges

   

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ****************** sold crampon devices for hiking to us on 3/10/2023. The devices were sold for $24.99 plus state tax. At the time of purchase we were told by an associate at the cash desk that the devices could be returned if not used. Signage in the store states that crampon devices cannot be returned AFTER USE. The devices were not used and in factory condition, the same as when they left the store. After assessing hiking conditions in the nearby ******************* we decided that safety was priority and we would not hike on our trip, therefore we do not need the devices. Upon returning them to the store, the staff refused the return citing that they are considered used after leaving the premises. This information is contradictory not only to the information given to us previously in the day, but also the information on display in the store. After showing our evidence to the employees, they began to threaten us and force us to leave, all while we maintained a level and calm demeanor. We are simply confused as to how a business can run while advertising one thing and practicing another.

  Business Response

  Date: 03/20/2023

  We greatly apologize for the experience as described! Our Retail Director at the ************ has tried to contact the guest via email and phone but has been unsuccessful to make contact or receive a reply. He is offering to issue a refund but will need the credit card information to process the refund. He is also hoping to get the name of the associate from when the return was attempted to follow-up as a training opportunity.

  We would appreciate if the guest could respond to his email to setup a time to collect the needed information.

  Thank you!