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Business Profile

Resort

Sheraton Steamboat Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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Complaint type

  • Initial Complaint

    Date:01/03/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 booked a stay for Dec 22-24, for about $800, at The Village at Steamboat Springs on Dec 11.

    They committed to provide us a comfortable stay for those dates.

    We arrived at 11:50pm on Dec 22. We tried to call ahead about 1-2 hours before our arrival to let the hotel know we’re arriving so late but no one picked up. Fortunately there was a person (Mick) at the front desk when we arrived.

    Unfortunately, Mick couldn’t find our reservation which we made through hotels.com. Over the next two hours, we tried to figure out what happened with Mick, hotels.com phone customer support, and Mick’s supervisor, Sheila, who he was able to get on the phone.

    We were finally checked into Building 2, room 2113 I believe. It was about 1:30am. 30 minutes after we were checked in, Mick knocked on the door and asked us to move to another room because apparently we were given the wrong room. We were exhausted and needed to sleep due to early plans the next day. Fortunately he changed his mind and said we could stay in our room.

    The next morning, I went over to the front desk to make sure we weren’t going to charged extra for the room we were in, since it sounded like it might be the wrong room. Sheila was at the front desk, and asked us to immediately move to another room, saying that we had 10 minutes to check out of the existing room. I tried asking if we could just stay in the existing room, but she said we couldn’t, no matter what.

    Fortunately there were no more issues after that, but the check-in process and the following morning were exhausting, and the communication during the whole process was awful.

    After getting back home I requested a partial refund of $200 because of the unsatisfactory experience. The request was denied because the hotel has advised they will only honor the original cancellation policy.

    The booking was made through hotels.com, with the itinerary reservation number **************.

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