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:03/23/2024

  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.

  Room was absolutely disguising and didnt stay, canceled reservation. Was never offered another room, and management refuses to answer my phone call. The front desk cant handle any situations.

  Business Response

  Date: 03/25/2024

  ************** and his wife arrived at our hotel just a little before check-in and were inadvertently given the wrong Executive Room. They were given a room that had not yet been cleaned.Our housekeeping list had been altered that day due to 2 guests wanting a late check out; we often accommodate guests who are skiing and enjoying a great powder day. We neglected updated our cleaning log for the ******* Executive Room. His room was ready, we just sent him to the wrong room. We are a very busy hotel and are often fully booked during the winter season. Timing is extremely tight when accommodating so many guests while balancing late departures with early arrivals. After seeing this unprepared room, ***** and wife returned to the lobby screaming - literally screaming in the lobby. Our front desk attendant immediately apologized and offered ***** the other Executive Room. He slammed his hotel key down on the counter, yelling he did not want another room, he wanted a full refund. The front desk attendant gave him my card. As the General Manager, I usually handle refunds. ************** called me and asked for a refund. My very first question was asking him if he had been offered another room (which is our standard procedure if a guest is unhappy with their room). He told me I needed to shut my f****** mouth and give him his refund. I let him know I would not speak with him if he continued to curse and raise his voice. He continued screaming and cursing and saying nasty things about our front desk attendant. I told him goodbye and hung up the phone. I will never, under any circumstances, give time to someone yelling and cursing at me. He proceeded to call me 6 more times within a 9-minute time frame. ************* is unacceptable and vile and does not know how to behave in public or professionally. After checking our lobby security cameras, I have placed him on our Do Not Rent List; if he returns he will be escorted out. I will not be issuing ************** a refund.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21476847
  
  I am rejecting this response because: thats not what happened. Id love to watch the video that she claims she has. I never once screamed in the lobby of the hotel. I told the lady at the front desk the room was nasty, and I wanted to cancel. Which she allowed, and never once offered another room. Which clearly the manager would have seen if in fact that had video. After trying to call and I continued to be cut off numerous times while trying to explain to the ignorant, unprofessional manager of this disgusting establishment I probably did swear. Under no circumstance would I ever return to this vile, pathetic misrepresented lodge. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 January 7, 2023 I stayed one night Monarch Mountain Lodge. I checked out at 9:05AM January 8th. On Monday January 9th I had charges on my credit card. One for $13.44-the deposit, one for $133.75-the room. And one unauthorized charge of $210.00. I discovered these charges January 11, 2023 and called Monarch Mountain Lodge asking why there was an extra $210.00 charge. The person I spoke to stated she wasn't sure why I was charged an additional $210 and that she would speak to the owner for my refund. On January 13, 2023 I had a pending charge for ANOTHER unauthorized $210.00 charge from Monarch Mountain Lodge. I called Monarch Mountain Lodge on January 14, 2023 and it was recommended that I reach out to someone named ******************* who was the owner because the employee could only offer room credit. He offered her phone number ********** to call during business hours and an email. I took her phone number. It was a three day weekend and the banks were closed until January 17, 2023 due to ******************************** Day. So on Tuesday January 17, 2023 at 9:33am after the second charge of $210.00 went from pending to processed I called ********** at and left a voicemail explaining the situation and requesting a refund of $420.00. I also requested a call back and left my cell phone number. When I didn't hear back by end of day I again called Monarch Mountain Lodge. This time I was told that ***** responds much more promptly to email and was given the email address ******************** I sent an email the evening of January 17th informing ******************* that I have $420.00 of unauthorized charges and am in need of an immediate refund. That email was also ignored. I called my credit card company ***** Fargo Advisors to report the unauthorized charges and had to close my credit card account out of fear that they would have continued to place unauthorized charges to my credit card. As of today I have had no response or refunds from anyone at Monarch Mountain Lodge.

• Initial Complaint

  Date:01/17/2023

  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.

  We reserved staying at the lodge for a family trip in December. When we showed up for a 4 night stay we checked in got our key and went to the room assigned. When we went to the 2nd floor the whole area remakes of weed. My son is an asthmatic and can not be around any kind of smells such as that. We went down and asked for a refund due to the smell radiating from the property. The desk clerk says he was not able to do that and to call his manager. I called her 10 times that day trying to get this resolved. We ended up *************** to a lower priced option, that was filthy and the window was broken and cracked. I knew we couldnt complain again because nothing would ever happen with this place. I have been trying to reach out to this ***** woman, the owner or manager person and she will not return calls, texts or emails. I just want the money I am rightfully owed. They didnt even serve coffee in the morning, restaurant was shut down. Just a junk hole of a place. This place is inhabitable and should be shut down! **************** should do a deep dive on this place. I have texts from this ***** woman to back what she was going to do but never did.

  Business Response

  Date: 01/25/2023

  I always find it interesting when a guest stays at a hotel for 4 nights and THEN wants a refund. In this case, it was because she KNEW nothing would be done. I happen to be the this **************** she speaks of. ********************* indeed called me 10 times (in a row) She was given my business card and told to call during business hours; instead, she called 10 times on a weekend. It looks like the window screen was bent. It was not broken; however, this window problem was overlooked on our part and is now being addressed. ***** mentions the room was filthy yet no photo (only a photo of the bent screen and 2 billing photos). I do return calls and text messages. In fact, returned 3 of ****** calls/texts. We serve coffee in the restaurant and snack shop as well as free coffee in the lobby. ***** stayed at the hotel for the entirety of her 4-day booking and will not be getting a refund. As for the smell of weed. It is prohibited to smoke on our property, if there is ever a complaint of such, both the front desk and custodial attend to it due to the fact that the hotel charges a hefty fine when it is discovered. ****** complaint of a weed smell was not confirmed by either department. Its hard to believe it was so potent that it radiated from an ****** square foot building, yet no one else complained nor did either department smell it. However, THIS complaint smells of someone staying at a hotel for 4 days and THEN wanting to be reimbursed. ***** will not be getting a refund.