Black Forest Lodge

Initial Business Response / [redacted] (1000, 8, 2016/01/23) */ Contact Name and Title: [redacted] NIGHT MGR Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @YAHOO.COM complaint lies and overstates situation: the truth is we overbooked and didn't have a roomwe did try extensively to call every hotel in big bear to relocate guest and found the nights inn a room blocks awayWe DID offer to pay for room but guest never sent us a receiptIf he can stop lying we will reimburse guest upon receiving receiptWe understand his anger but not his rudeness and vengeance and retaliation by lying as to our apologies and effort to accommodate him

Initial Business Response /* (1000, 17, 2015/10/20) */
We strive to make sure each guest is happy, and fully satisfiedSometimes there are situations wherein a property owner can do just about everything in their power to make someone happy and regardless, the guest in question is going to try and
use your property for their needs for hours then leave and make an excuse (Or in this case, many) or look for one to get out of paying or to find a way to get all their money back
When Mrs *** arrived, it was three full hours before check in time, she begged and pleaded and told us how much she wanted to take her family to the lake for the day, so, we went against policy and allowed them to check in almost hours earlier than any other guests
They complained about the heat, but I'd also like to point out that that week in August was the hottest week of the year up here, and they asked about an AC unit, and most rooms here (And for that matter a great deal of motels in Big Bear, Bishop, Lone Pine and many other tourist destinations) dont have AC units, we all use windows, BUT this unit we made sure had a window AC unit for themThere are LARGE windows and a Double door that leads to a balcony that can be opened as well
They turned it on and left it on for almost hours straightCommon sense tells you not to do that to wall units, as they freeze up, which is then a cost for the property owner
When they returned and complained about the AC not being Super cold, they were told that there were fans in the lobby and that they were welcome to come and get them, we have one person on at night and they can't run room to room on a Saturday night
They proceeded to go to the room, use the facilities and then after PM wanted to check out and wanted a full refund after using everything and dirtying up the room
Mrs *** came down like she was the boss, uptight, rude and incredible pushy, for someone to assume they can use all the facilities in a room and try to check out after pm on a weekend night in the height of tourist season and leave when the maids are gone for the day, there is no way to rent out the room or clean it for another guestShe was told she could come down and get a fan, she said "Well, we might just leave,", she was told, "Go ahead", as the employee was tired of being belittled and talked down to by this very condescending person
She tried to get a refund of her money on a different credit card than than the one she used, that seemed fishy to my manager, then she told us she left the original card at the lake, but still DEMANDED a full refund on her husbands card, which wasn't the card used to pay for the room
Just to get her to leave after verbally being assaulted, she was given a half refund, she was never promised a full refund, and I can't name one Motel or Hotel on the Mountain that would give someone a room all day, let them use the shower, toilet, beds and mess the room up and the expect to leave after and give them their money back
She was treated far more fairly than she deserved after her berating of my employee, it was literally as if she were trying to muscle a refund out of him, and that is unacceptable behavior and language for an adult in this situation
Initial Consumer Rebuttal /* (3000, 19, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept their response stating I am not owed the full refund nor do I appreciate the lies about my character stating I was belittling her employee or demanding a refundI never begged to check in early (nothing was even said about being early or not) and the room was untouched when I left besides washing our hands in the bathroomI actually took pictures of the room upon leaving to show the front desk if he wanted to see itI was told if I didn't want to stay I could leave and get my money back but when I packed my things and asked for my refund his tune changed and he tried to backpedalThe only person that was rude or insulting was the "customer service" I received from this businessThe only thing I asked for him was to write on the refund receipt that it was approved for a full refund so there would be no trouble in the morning when I called after getting my card back from the boat rental placeWhen I called the manager was very rude and said nothing about only refunding half, I later saw that on my bank statementI tried calling to get it resolved and was hung up on so that's why it is in order to file this complaint so that businesses like this can't treat people this way and get away with itI have already submitted a picture of the receipt showing the FULL AMOUNT that was owed to me and here are the pics I took of the roomAs you can see it was untouched andlike she even stated, we put our things there then went to the lake for the rest of the dayUpon returning was when all this nonsense happened like in my original statementThano you for your time and for working to resolve this refund
Final Consumer Response /* (4200, 24, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in my initial claim against them, I am owed a full refundThis is exactly why I asked the closing manager to give me a printout as well as put it in writing because this was my concern about calling the next morning for my refund once I picked up my card from the boat rentalHe tried to avoid giving me a refund that he quoted me on that night so I had a feeling this would be a problem the following dayI have submitted a photo of both how the room was left as well as the receipt showing I was owed the full refund and he even wrote "mgr said ok"This business clearly does not want to co-operateI hope as the Revdex.com you can see my frustration as a consumer and have this issue fixedThank you
Final Business Response /* (4000, 22, 2015/10/27) */
Our first response the right oneI hope someone at Revdex.com actually reads it, as this woman is wrong
Im responding here since I was on hold with the Revdex.com phone line for minutes and got sent to ***'s answering machine instead of a customer service person once I was finally in line to talk with someone
This person does not deserve and will not receive a full refundI hate to have to repeat myself and at this point don't understand what the Revdex.com is doing for our business that is getting claims put against them when we told this person even after using our room/ property that they would get a half refund for using the room all day and messing it upThat is MORE THAN fair, and she has NO PROMISE IN WRITING stating that she would get a full refund, and she will not get a full refund, we gave her half back, even though she does not deserve it
Now, that's itWe will not back down on this, and this person can slander us and lie all she wants, but this is over

Initial Business Response /* (1000, 8, 2016/01/23) */
Contact Name and Title: [redacted] NIGHT MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@YAHOO.COM
complaint lies and overstates situation: the truth is we overbooked and didn't have a room. we did try extensively to call every...

hotel in big bear to relocate guest and found the nights inn a room 2 blocks away. We DID offer to pay for room but guest never sent us a receipt. If he can stop lying we will reimburse guest upon receiving receipt. We understand his anger but not his rudeness and vengeance and retaliation by lying as to our apologies and effort to accommodate him.