ComplaintsforRiverStone Resort & Spa
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Complaint Details
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Initial Complaint
07/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In October 2021 I booked a stay at Riverstone resort spa for June 14-17 2022, through Booking.com. On June 7th 2022, Riverstone emailed me saying they cancelled my reservation due to an overbooking glitch. I reached out to Booking.com and they have attempted to get my refund since June 7th. As of July 6th 2022, they have made 11 attempts to collect my refund. Riverstone will not respond to me and I am owed $1,263.94. Over 100 other people were also canceled and have had similar issues obtaining their refunds. This is evident on google and trip advisor reviews. Booking.com's system will continue to try however their customer service is also running into dead ends.Initial Complaint
06/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I made a reservation with this resort through booking.com. The original reservation was for 4 nights and the charge was $1431.19. On May 23, 2022 I attempted to change the reservation to three nights through booking.com. Their website referred me directing to the resort. The person on the phone made the change in the reservation (leaving one night earlier) which reduced the amount owed by $400. At no time did this person explain that we would be charged the 4th night. Booking.com (as expected) did not change the reservation and paid the resort for the 4 nights. However, the resort will not refund the charges for the 4th night even though I have a confirmation with reduced amount on it. I will attach the original confirmation from booking.com and the modified one (it even says modified on it) from the resort. My modifications were made within the designated time available to me through the reservation. I have attempted many times to contact the resort. When I checked in, the reservation supervisor, Breanna C., told me they would refund us. She said she would contact booking.com and resolve the issue. I was even given her business card to call her if needed. I have left numerous messages, both on the phone and via email to no avail. Her number is XXX-XXX-XXXX. Your help in the resolution of this issue is appreciated.Business response
06/28/2022
Business Response /* (1000, 5, 2022/06/15) */ Hello, The guest booked through booking.com. According to our system we refunded booking.com's virtual card in the amount of $402.97. Because she did not pay us directly we don't have any control on what booking.com does with her credit card. Again, we refunded booking.com's virtual card. Thank you, Eric Treadway General Manager Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted booking.com and they are now waiting for further information from the resort manager that he has not provided. They have been called and emailed him. I did not receive a message from them this morning saying they have reimbursed me which they say they cannot do until he responds. Consumer Response /* (2000, 10, 2022/06/21) */ This has now been resolved. Thank you. I am sure this would not have been resolved if not for the ability to file this complaint. Thank you for such an efficient and effective process.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.