ComplaintsforLake Stop Resort, LLC

• Initial Complaint

  06/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called in to this property to book two rooms for two nights starting may 28th and checking out the morning of the 30th. We arrived and no one was on site they had put our keys under our doors. The price had changed multiple times over the phone also when booking. One room had pet hair and pubic hair all no one slept in there due to the dirtyness. the other room had a broken bed and was not clean either. I spoke with the desk the next morning and it was a simple sorry we will move you. So we said ok as we would not receive compensation clearly.We moved our stuff and went to the lake as we were there for a fishing derby. We came back late that evening to again realize our rooms were disgusting yet again. Dirt and hairs in the beds what looked to be vomit in the shower of one room. Simply not ok. I would like a full refund for both rooms for both nights as this was unacceptable. I paid 372.96 total for something that wasn't worth a penny. The condition of this property is not ok.

  Business response

  06/29/2021

  from: Bambi O******** <************************>
  to: **********************
  date: Jun 29, 2021, 5:44 AM
  subject: Complaint
  
  Good Morning,
  In response to the complaint, we did everything we could to accommodate Ms **** and her family. 1st we are a small family business and struggling to find employees this season, so yes when they would not come up from the Lake and check in before closing we put the keys where they could get them and get into the room. 2nd they asked to be moved because a room was dirty, we take great pride in keeping our motel clean. I was happy to move her children in case it had been dirty. She said the room she was in had a broken bed, I was happy to move her because we had already had two complaints from guests on either side of her room. They were (sexually) loud and obnoxious for hours. The new owner of the Lake Stop was one of those guests that night. The bed was not broken and they left the room trashed. We moved them from both rooms into different ones and when they checked out from those rooms, her room was trashed again and yes there was vomit all over, that was from her or her guest in the room. I personally inspected the room before they moved into both of them, we had a new housekeeper and I was concerned maybe she hadn't done a good job. Both the rooms they were changed to were clean before they checked in. They were very heavy drinkers and made a terrible mess including vomiting all over. I had the impression she is the type of person who complains regularly trying to get free or discounted. If I had not had unhappy guests from them being so inconsiderately loud and if the bed had been broken or the room filthy as she says I would have been more than happy to give a discount or a free weekend stay. Honestly I would rather not have guests like her to clean up after. Very inconsiderate and someone concerned about cleanliness would never leave the mess she left for someone else to have to deal with. We have had many guests over the years and rarely seen that terrible of a mess.
  Bambi O********
  Lake Stop LLC
  Phone ***** ********, Fax ***** ********

  Customer response

  07/06/2021

  So to clarify we were not at the lake when I called to make the reservations. We hadn’t even left Gillette and I was told there would be someone on site to help if we needed anything when we arrived which was not the case! The response from the what I understand to be the old owner speaks volumes about how they do business! I for one do jot drink and my children do not drink as they are not even of age to drink. Her assumptions are unprofessional period. I actually am a general manager at a hotel myself snd I would never dream of responding to a customer complaint in the manner she did. All of her assumptions are unfounded and blatant lies. I personally check my houskeeping staff daily and these rooms are definitely not up to par. The cleanliness of the entire property is lacking. We were given dirty rooms and she chooses to make up assumptions on the type of people which is so very unprofessional. I will most definitely be contacting the Wyoming department of health and human Safety and the consumer protection agency. I spend many nights in hotels and never  have issues ever maybe due to the fact that they are Marriott properties and held to a standard as this property is clearly not. The staff was rude on more than one occasion even as I was going into to store to spend money on things needed while ok our trip. This property needs to be checked on for sure so I may also contact the attorney generals office in addition to the other agency’s I plan on discussing our experience. Cleanliness and customer service lack in this case. I am more than happy to give kudos when due to well taken care of and clean properties. I spoke to multiple guests at this property while we were there and they expressed many of the same concerns. 

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