ComplaintsforThe Lodges at Cresthaven

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked this room thru ******* and ended up getting snowed in and couldn’t leave to drive there. Called ******* who said they should be able to get it handled because we obviously didn’t intend to get snowed in and they could see we were staying in a heavy snow areas. They had plenty of accommodations available when I booked it the reservation, so it wasn’t an issue of overbooking as it is the slow season - and they had zero reason not to let us out of it. Leanna informed me the manager is out of town for a WEEK and no refund would be issued. I travel all of the time and sometimes I screw up myself and most properties are kind enough to refund if it’s a valid reason. This is one of the first times ******* was willing to provide the refund and the property did not. Leanna was very unprofessional and should not be in customer service. Unacceptable! Thankfully ******* gave me a partial credit because NOONE can drive here right now. I am always amazed at how short sighted business can be!

  Business response

  02/27/2024

  The customer booked a last minute reservation through ******* with a nonrefundable rate two days prior to the check in day.  She called on the date of check-in and tried to cancel.  The front desk agent explained that her reservation was through a third party and we would not be able to cancel it for her.   The rep told her to reach out to *******, who handled her booking.   The customer yelled at the agent and then called ******* to inquire about cancellation with a full refund.   An ******* rep called our company and the front desk agent explained that the rate was nonrefundable and the guest agreed to that when booking her reservation at a special rate.   The guest then did not cancel the reservation through ******* therefore we honored the reservation and held the room, as it was not cancelled.  She did call back and then called the front desk agent a explicit name and also used inappropriate language including swear words.   After doing so she hung up on the rep still not officially canceling her reservation.   When she did not show up that evening we marked her as a no show guest in *******.   The customer's reservation is attached.   The Manager was on vacation for a week however the guest would not wait to speak to her before calling the rep a terrible name and hanging up.  

*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. ↩