ComplaintsforBelknap Lodge & Hot Springs

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were given a gift certificate for Belknap Lodge and Hot Springs (Belknap) from our friends who purchased it January 7, 2021. The gift certificate states it expires January 7, 2022 (one year after purchase). As we were given this during the pandemic, we were not travelling. I reached out to Belknap asking if they would honor the gift certificate in March 2023. They informed me it had expired and they would not honor it. I informed them, Per ****** law ORS 646A.274 (1)(a) Gift card means a prefunded record evidencing a promise that the issuer will provide goods or services to the owner of the record in the amount shown in the record. ORS 646A.276(2): a person may not sell a gift card: (a) That has an expiration date; In other words, this falls under the definition of a Gift Card AND it cannot expire, according to ****** Law. I did not receive a response after emailing Belknap with this information. My next step was to file a complaint with the ****** ********** of ******* ***** in April, 2023. While *** confirmed I was correct in interpreting the law, they have no power to enforce the law for an individual case. They can only arbitrate to hopefully reach a resolution. They reached out to Belknap for a resolution. Unfortunately, Belknap was not willing to change their position that the gift certificate had expired according to them (and in violation of ****** Law). Therefore, my only recourse is to try to come to a resolution via the BBB or use small claims court to obtain a judgement.

  Business response

  08/07/2023

  Hello

  Attached are the "gift certificates" we use to sell at Belknap. We are in the parameters of ****** law that states it does expire and the date in which we let the guest know who is buying them.

   

  Please let me know if you need anything else from me.

   

  Thank you

  *************************/Manager

  Belknap Hot Springs

  ************

  Customer response

  08/11/2023

   
  Complaint: 20410156
  
  I am rejecting this response because:

  ****** law is clear. Gift cards AND gift certificates are subject to the law as se forth in the ****** Revised Statute section that pertains to gift cards/certificates, which states they cannot expire. See below: 

  Per ****** Revised Statute (ORS) 646A.274,(1) (a) Gift card means a prefunded record evidencing a promise that the issuer will provide goods or services to the owner of the record in the amount shown in the record.
  

  This includes cards and gift certificates. The definition above pertains to ORS 646A.276 which states: 

  Except as provided in subsection (2) of this section and ORS 646A.278 (Requirements for sale of gift card that expires), a person may not sell a gift card:
  (a) That has an expiration date;
  (b) That has a face value that declines as a result of the passage of time or the lack of use of the card;
  (c) That has a fee related to the card, including, but not limited to, an inactivity fee, a maintenance fee or a service fee; or
  (d) That does not give the cardholder the option to redeem the card for cash when the face value of the card has declined to an amount less than $5 and the card has been used for at least one purchase. For purposes of this paragraph, cash means money or a check.

   Ref: ******************************************************************;

  Furthermore, the consumer protection section of the ****** Attorney General website (******************************************************************************************************************************************************.) ****** the following: 

  Check for expiration dates.
  Unless they were sold at a discount, gift cards cannot have an expiration date. If the gift card was sold at a discount, the card may state an expiration date, but it must be at least 30 days after it was sold.

  Get your moneys worth.
  State law makes it illegal to use inactivity, maintenance, service or other fees to reduce the value of a card. As of January 1, 2012, ********** are allowed to redeem most gift cards with a balance of $5 or less for cash. Note: The law has exceptions for promotional cards, cards from phone companies and online gift cards.

  While I can understand there may be some confusion between the distinction that a gift certificate is not a gift card, ****** law does not distinguish between the two. The law as written is clear and this has been law in ****** since 2012. I confirmed this with a consumer assistance advocate at the ****** ********** of ******** Unfortunately, they only take enforcement action for high priority cases which leaves me to take my own action. My suspicion is that I am not the only consumer who has not been able to enjoy my gift certificate by this company, in violation of the law. I have tried to resolve this directly with the company and through consumer assistance at **** This is the last action I have short of legal action. 

  Sincerely,
  

  
  *****************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My $120 bathing suit was stolen out of lodge room 6 on May 21st. My door was locked but the cleaning crew were in there. I have tried to recover my item from the hotel and they have not been helpful. I either want my bathing suit returned or I will file a police report. The hotel can also credit one of my night stays. There are also safety and health violations abound in this motel.

  Business response

  05/24/2023

  Hello

  On 5.21.23 guest called front desk after checking out at 11:00am and said she had left her bathing suit in lodge room 6. My front desk lady put her on hold and went up to check the room for her suit. She came back down and told the guest it was not up there, but would have her housekeepers double check everywhere when they go in to clean. They did not find any suit as well and left me a note explaining all what had happened and also noted it in her reservation. She called back Monday 5.22.23 and spoke to me (****) and was asking about the suit as well and I told her I had a note stating nothing was found. I asked her if she had left it behind a door or under the bed maybe and she said no it was hanging on the bathtub in plain sight. I said well nothing was found and I will go ask my lady that does my laundry if it might have gotten wrapped up in our towels that the housekeepers pick up and bag. 

  I went and asked her and nothing was found. We always bag left items in rooms, cabins, mountain homes and label with initials on all. We have a cupboard with  three shelves that we have those left items in and let me say it is full all the time. My employees would never take something out of a room and for a guest to accuse ** of stealing her suit is uncalled for.

  We are not responsible for items left by guest, but we do bag and date everything we do find for the purpose of the guest calling back and letting ** know they did leave and then they give ** a date when they will be back to pick it up.

  We are not comping her a night stay nor are we refunding her money back on a suit she left here after she checked out because we did not find it.

  If you need anything else from me please let me know.

  Thank you

  Keri/Manager Belknap Hot Springs

   

  Customer response

  05/24/2023

   
  Complaint: 20097974
  
  I am rejecting this response because it was in my room when I left and no other guest entered the room before they checked. Given the other reviews of this business with customers citing similar issues, it was absolutely stolen. I plan to file a police report.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Im so shocked at the lack of integrity of this business. I purchased a gift certificate last year. It was misplaced. I contacted Belknap to get a replacement and because it was just over a year since I purchased they informed me it was invalid. I was shocked to say the least. They informed me that the current law that states they cannot expire only applies to gift cards, not gift certificates. SHAME on you Belknap! Absolutely unbelievable. I lost over $100 because of this loophole. I have reached out to the manager THREE times..zero response. I own two small business in *********** ******. I would never respond this way to a customer. Its outlandish and what a scam. We have used the hot springs, camped and hiked in the past. Never had a bad experiences until this fiasco. To keep my $$ and allow this shady policy is nothing short of criminal. Shame on you Belknap. My next message is going to the Better business bureau. You should do better Belknap and treat your customers with more respect. Youve lost us forever. Hope stealing my $100 year as worth it.

*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. ↩