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Belden Town Resort & Lodge

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Belden Town Resort & Lodge Reviews (1)

A couple came in to our venue and requested to hold all of our lodging for a wedding they wanted to hold here on 9/30/17. The couple informed me that if anyone called to book a room or cabin with us, to please make sure they were attending the wedding in order to make sure we weren't renting...

our lodging out to the general public. Ms. Anonymous (the person who filed the complaint against us) called to book a cabin with 3 beds with a check in of 9/29/17 and checkout of 10/1/17 and did confirm that she was going to attend the wedding. The cabin after tax per night was 119,90 making it a total of 239.80. We took an initial deposit of 129.90 on 2/8/17 which goes towards the total balance and informed her that 109.90 would be due upon arrival. Five weeks later, the bride and groom called me and informed me that they would like to hold all of the cabins for immediate family and people of their choice. They asked that anyone who called to book lodging for their ceremony be put into one of our hotel rooms. I informed them of Ms. Anonymous having already booked a room and they asked that I call her directly to inform her that she will be placed into one of our hotel rooms upon request of the bride and groom and be charged accordingly. When speaking with Ms. Anonymous, she was clearly upset and did not want to be moved. I reminded her that the bride and groom had paid to hold the entire venue, and that I was to follow through with their request and let her know that she should take any concerns up with the bride and groom directly. I also told her we would accommodate her dog in the hotel, even though we have a strict no pet policy on our hotel rooms. Considering the cabin Ms. Anonymous initially booked had 3 beds in it, I assured her that we could provide a roll-away in the hotel room at no extra charge so she could still have a total of 3 beds in the hotel room she would be staying in. Ms. Anonymous wanted 2 rooms rather than the 1 room I was offering her. I told her I could book her the two rooms, but that she would be charged for both rooms. She said she felt like she should not have to pay for the second room because of the inconvenience and I let her know I was only following through with the requests of the bride and groom and to please take her concern directly to them. She ended the conversation and said she was willing to purchase the two rooms once she got here. Last week I received yet another call from Ms. Anonymous. She wanted a detailed description as to what amount she would have to pay once she got here. I reminded her that she booked two rooms at two nights (9/29/17 check in and 10/1/17 checkout). The rooms are 109 per room per night totaling 436 (4 nights total). I let her know that the 129.90 she already paid as the initial deposit on 2/8/17 would be credited towards the balance and a total of 306.10 would be due on arrival. At this point, Ms. Anonymous raised her voice and told me that this whole situation was all my fault, that she owed us nothing for the 2 rooms, and suggested that she should get the rooms at no cost due to the inconvenience to her and would refuse to pay upon arrival. She also accused me of charging her double after moving her into the rooms although she requested the second room through our reservations. I informed her that the hotel rooms were now booked for that weekend and if she didn't agree to pay the balance as to what was owed, we were getting plenty of wedding attendees calling in search of a room who would gladly pay the appropriate price for a room. Ms. Anonymous responded by telling me to cancel her reservation and informed me that she would be calling in a complaint to the Revdex.com. We tried in every way to accommodate her considering the unfortunate circumstance. On 6/19/17, following our phone call, I immediately credited back Ms. Anonymous' account in the amount of 129.90. After crediting back the card used to make the deposit, I immediately contacted the bride and groom to inform them of the situation. I explained to them in detail everything that had happened just as I have described in this e-mail. The bride and groom thanked me for handling the situation, apologized to me for having to work with Ms. Anonymous, and assured me that they are still very much looking forward to holding their event with us this coming September.

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