ComplaintsforSunriver Resort

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sunriver resorts is unlawfully retaining my credit card on file and has charged it for a further unauthorized charge of $235.13.Backstory: On 3/10/24, I called Sunriver Resorts to provide a contribution/gift in the amount of $350.00 to an existing reservation #******. This part was fine.Then, on 4/3/24, another charge for $235.13 showed up on my credit card. When I called Sunriver Resorts, their explanation was that the credit card was declined for person who's name the reservation is under, and this charge was the final bill for the reservation.I have never authorized the charge for $235.13, I have never authorized Sunriver Resorts to retain my credit card for other charges, nor was I ever notified that I was being charged this additional amount, nor was I ever advised my credit card was being retained on file for future charges, nor do I have any agreement in writing with Sunriver Resorts, nor has Sunriver Resorts ever provided me with any disclosure that they were retaining my credit card for charges. I have not received any call backs from management; one person whom I left a voicemail for and another manager who advised they were looking into this to get this corrected and would call me back. I am seeking a refund for the $235.13...Sunriver Resorts should have contacted the person with whom they have the written agreement / reservation with to obtain an acceptable form of alternative payment, not unlawfully retain my card information and charge my card.

  Customer response

  04/11/2024

  Hello - I would like to withdraw this compliant as I received a phone call a few minutes ago from the merchant, Sunriver Resorts, advising me that they will go ahead and reverse the credit card charge, which was the subject of my compliant. At this time, I have no issues as Sunriver Resorts has agreed to resolve the issue... Thank you, ***** ************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I purchased a gift package for our son and his wife for Sunriver Resort in **** ****** last year, and to this date have NOT received! Contacted a ***************** in May with Sunriver Resort who admitted they failed to provide and would take care of oversight. This has not been resolved, we have not received gift certificates or any information and they are NOT responding to phone calls/messages. Is this considered thief of service?

  Business response

  07/14/2023

  Good afternoon, Sir or Madam ~ 

  It is my understanding that the situation has been resolved, prior to the resort receiving the BBB letter of complaint dated 7/3/2023. Pls. note that we did not receive any previous communication from the BBB (first notice issued on 6/22/2023); we certainly would have replied upon receipt of the first notice. *********************** son did stay at the resort 6/28-6/30.

  I reached out to our ********************* and was provided the following: 

  6/23/2023: I spoke to a guest this evening that never received their gift certificates from December 2022. She spoke to ***************** in May and was told it would be sent out to her and again she never received her gift certificates. This was a gift for her son and he took time off to take vacation on June 28th -30th and they are not aware that gift certificates have black out dates. I would like to reach out to a manager about this as ***** is very upset about how the situation was handled. I realize there may be some miscommunication, but I promised someone would reach out to her very soon. Please let me know that she was called if thats possible. She is looking to book now.  

  
  *******************
  ************
  P.O. Box 688 ***** ****** 97435

   

  6/28/2023: I called and spoke with ***** on this situation today. I was able to locate her original transaction back in December for the gift certificate and gift card.  Both were still valid.  I informed ***** of the information and we then got on a 3 way with son and family to discuss.  I created new gift certificate (******) to replace the original that was never received.  Son and family were able to book 1-night reservation using gift certificate.  Ive redeemed the gift certificate and the $300.00 gift card on the reservation for guest to use.  Notes added to reservation.  I then called ***** back and advised of what I had done. Should be good to go nowHave a great night!

   

  Pls. let me know if you need any additional information. 

  Thank you and kind regards, ******************************;

  Customer response

  07/24/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This year I signed up for a two-day (5/3 & 5/4/2021) stay and play package at Sunriver Resort just like I did in 2020. The price was similar ($368 this year vs $378 in 2020); however, there were two major differences this year: (1) the Woodland Golf Course was closed; and (2) the Meadows Golf Course was not in the same condition as 2020. Apparently, in 2021, they had some bad weather (ice) that severely damaged the Woodlands Course (preventing it from opening on time) and on the Meadows Course, I believe hole #6 had no grass on the fairway and #15 had a similar problem (just to a lesser degree) and the tee box on hole #7 had no grass either. There were problems on other fairways, just to a much lesser degree. I disagreed with their decision to open the Meadows Course given its condition. They should have shut it down so the Maintenance Crew could work on the damage and then reopen it when it was back in "playable condition" (like it was when I visited in May 2020).

*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. ↩