CBK Lodge, LP

[redacted] [redacted] , I sincerely apologize for the confusion on my partI can clearly see how the $70/night rate was showing up and I agree that it is beyond your controlAfter seeing your response I took it upon myself to post a positive personal experience story on my [redacted] about how this situation was handled professionally on your part despite my prior lack of understandingOn a different note: The regular price for both nights is out of my budget, But I will consider checking in June and checking out June since June 10th is my daughters birthdayThe discount you and [redacted] are offering is very generousOn behalf of the [redacted] we would like to Thank You in advance [redacted]

I will accept this off providing I'm able to use the $resort credit I already have towards my stay or with the May promoWe will be returning if this is an acceptable offerThe complimentary breakfast for the next day is acceptable as well hoping it isn't the same servive we just had

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

November 6, 2015Dear [redacted] ***:Please allow me to respond to your concerns which occurred during your recent visit on October 31st I have read your letter as well as the response from Kelly J***, our Marketing Manager and I would like to echo some of Kelly's responsesI truly regret that you felt our trick or treat presentation did not meet your expectations, however, over the prior three week period we provided this fun activity to hundreds of guests who enjoyed the adventureUntil this time, we received only positive feedback and compliments.Relating to your restaurant experience, this matter has been handled effectively by our Executive Chef and Food and Beverage Management TeamIn following up we have developed a new and improved procedure in the manner of which we present plates to our valued guests.I understand you have requested a full reimbursement of your stay, however, I sincerely feel that the 25% discount along with Snow tubing passes, mountain coaster tickets, all day arcadia passes - including all of our indoor activities (ropes course, mini golf, lazer tag & rock climbing wall) is more than generous restitution for the staff at Camelback Lodge not exceeding your expectations.I respectfully regret your negative experience and rest assured the Ownership and Management of Camelback Lodge is committed to delivering product and service beyond expectationsI do appreciate your prior patronage and truly hope that we once again have the privilege of welcoming you back as a valued guest.Kind regards,Josef H.General Manager

April 15, 2016Dear [redacted] :I am sorry to hear that this guest did not have a great experience at our restaurants during their stay with usWe typically receive very positive feedback on the quality of service and food provided at these establishmentsTheir concerns have been addressed with the restaurant managers and will not continue to ariseI would be more than happy to accommodate their request of a discounted returnI will mail to them a Special Courtesy Voucher that entitles them to a 20% discount on their room rate for the first night stayed as well as complimentary breakfast the first morningI am pleased to hear that otherwise they enjoyed their stay with us and are looking forward to returningTheir patronage is appreciated and we look forward to their return visits.Regards,Jeff L

Good Afternoon, Thank you for supplying the information Unfortunately we are not able to honor the rate you are showing for a few reasons: the offer code you are using was not provided by Camelback for the time you are requesting to stay There are a lot of companies out there that claim to have discount codes and if it was not an offer we sent you or had on our website, we are not able to honor it If you are using a code that you at some point saw on our website, they all come with specific guidelines and validation dates as I provided previously When you searched those dates, this deal was not available as you were getting a $room rate - the $came about because we price our room on people and you are a party of (it is adding the $for the additional people) We have many processes on our website to prevent bookings that should not go through if they are not properly rated or if the specific room type is not available at the time you are trying to book You received an error and were asked to call as that was the caseThe rate you were searching for was not available at that time If you make a reservation in its entirety and receive a confirmation, we will honor that rate Our rates fluctuate, so until reserved we do not guarantee a rate I am really sorry for any confusion and any misunderstanding that has been created on our end and I am more than willing to even honor the 30% discount that [redacted] initially offered, but that is the best we can do as you are requesting a price that was not available and our website prevented you from reserving, due to it being unavailable.Thank you,Nichole

Good Morning, first Want to say that we are truly Sorry that anyone asked these guests to drive to the hotel to show this offerWe typically can rectify any confusion like this via email if we need to see what the guest is seeing.I did follow up with ***, who is our *** *** as he
personally spoke with this familyWhat he told me is that they did show their phone and the process in which they went through our WebsiteThe code they found online was an old code entitled "SUITE"; which was not valid for the dates they were trying to bookThe second page contains a screenshot of the promotion code details for which they were attempting to useThe rate came up "SO" as it was not a valid codeHe was not provided Screen shots of them booking at a discounted rate or we would have extended that to themIf they can provide to us, screen shots of this available discounted rate for the dates they are requesting, we would be more than happy to accommodate them at this rateSaturday 6/10" our best available rate before taxes & resort fee is: S359.99; the 11th is $As you can See by these rates, we would not have a reasonable discount code that would bring it down to $for both nights inclusive of taxes and resort feeWe would like the opportunity to accommodate this family and have them enjoy the amenities we have availableIf they would like to stay with us I am willing to take 20% off for both nights; provided they are unable to show Screenshots of them booking on our website for the dates mentioned above at that greatly reduced rateIf they find this offer acceptable they can contact me directly to secure the reservation at the number below.Kind Regards,Nichole K***
*** ***
***

Good Morning, Rocco, our Director of Operations had reached out to
Mrs*** as a result of an email she sent prior to this complaint. The issue was resolved with complimentary return ski passes as well as a refund of $back to her credit card from the initial purchase. If anything further is needed, please let me know, however both parties have agreed on that resolution. Regards,Nichole K***Executive Assistant***

Hello, The company responded to my requestThey promised to refund $back to our credit card and provide us with lift tickets. Please let me know if I need to do anything else. Thank you, ***

[redacted]  [redacted]
[redacted]
[redacted], I sincerely apologize for the confusion on my part. I can clearly see how the $70/night rate was showing up and I agree that it is beyond your control. After seeing your response I took it upon myself to post a positive personal experience story on my [redacted] about how this situation was handled professionally on your part despite my prior lack of understanding. On a different note: The regular price for both nights is out of my budget, But I will consider checking in June 10 and checking out June 11 since June 10th is my daughters birthday. The discount you and [redacted] are offering is very generous. On behalf of the [redacted] we would like to Thank You in advance. 
[redacted]
[redacted]

April 15, 2016Dear [redacted]:I am sorry to hear that this guest did not have a great experience at our restaurants during their stay with us. We typically receive very positive feedback on the quality of service and food provided at these establishments. Their concerns have been addressed with the...

restaurant managers and will not continue to arise. I would be more than happy to accommodate their request of a discounted return. I will mail to them a Special Courtesy Voucher that entitles them to a 20% discount on their room rate for the first night stayed as well as complimentary breakfast the first morning. I am pleased to hear that otherwise they enjoyed their stay with us and are looking forward to returning. Their patronage is appreciated and we look forward to their return visits.Regards,Jeff L.

November 6, 2015Dear [redacted]:Please allow me to respond to your concerns which occurred during your recent visit on October 31st I have read your letter as well as the response from Kelly J[redacted], our Marketing Manager and I would like to echo some of Kelly's responses. I truly regret that you felt...

our trick or treat presentation did not meet your expectations, however, over the prior three week period we provided this fun activity to hundreds of guests who enjoyed the adventure. Until this time, we received only positive feedback and compliments.Relating to your restaurant experience, this matter has been handled effectively by our Executive Chef and Food and Beverage Management Team. In following up we have developed a new and improved procedure in the manner of which we present plates to our valued guests.I understand you have requested a full reimbursement of your stay, however, I sincerely feel that the 25% discount along with 4 Snow tubing passes, mountain coaster tickets, all day arcadia passes - including all of our indoor activities (ropes course, mini golf, lazer tag & rock climbing wall) is more than generous restitution for the staff at Camelback Lodge not exceeding your expectations.I respectfully regret your negative experience and rest assured the Ownership and Management of Camelback Lodge is committed to delivering product and service beyond expectations. I do appreciate your prior patronage and truly hope that we once again have the privilege of welcoming you back as a valued guest.Kind regards,Josef H.General Manager

Good Afternoon, Thank you for supplying the information.  Unfortunately we are not able to honor the rate you are showing for a few reasons:  the offer code you are using was not provided by Camelback for the time you are requesting to stay.  There are a lot of companies out there that claim to have discount codes and if it was not an offer we sent you or had on our website, we are not able to honor it.  If you are using a code that you at some point saw on our website, they all come with specific guidelines and validation dates as I provided previously.  When you searched those dates, this deal was not available as you were getting a $0 room rate - the $70 came about because we price our room on 4 people and you are a party of 6 (it is adding the $35 for the 2 additional people).   We have many processes on our website to prevent bookings that should not go through if they are not properly rated or if the specific room type is not available at the time you are trying to book.  You received an error and were asked to call as that was the case. The rate you were searching for was not available at that time.  If you make a reservation in its entirety and receive a confirmation, we will honor that rate.  Our rates fluctuate, so until reserved we do not guarantee a rate.  I am really sorry for any confusion and any misunderstanding that has been created on our end and I am more than willing to even honor the 30% discount that [redacted] initially offered, but that is the best we can do as you are requesting a price that was not available and our website prevented you from reserving, due to it being unavailable.Thank you,Nichole

November 6, 2015
Dear [redacted]:Please allow me to respond to your concerns which occurred during your recent visit on October 31st I have read your letter as well as the response from Kelly J[redacted], our Marketing Manager and I would like to echo some of Kelly's responses. I truly...

regret that you felt our trick or treat presentation did not meet your expectations, however, over the prior three week period we provided this fun activity to hundreds of guests who enjoyed the adventure. Until this time, we received only positive feedback and compliments.Relating to your restaurant experience, this matter has been handled effectively by our Executive Chef and Food and Beverage Management Team. In following up we have developed a new and improved procedure in the manner of which we present plates to our valued guests.I understand you have requested a full reimbursement of your stay, however, I sincerely feel that the 25% discount along with 4 Snow tubing passes, mountain coaster tickets, all day arcadia passes - including all of our indoor activities (ropes course, mini golf, lazer tag & rock climbing wall) is more than generous restitution for the staff at Camelback Lodge not exceeding your expectations.I respectfully regret your negative experience and rest assured the Ownership and Management of Camelback Lodge is committed to delivering product and service beyond expectations. I do appreciate your prior patronage and truly hope that we once again have the privilege of welcoming you back as a valued guest.Kind regards,
Josef H.
General Manager

I will accept this off providing I'm able to use the $50 resort credit I already have towards my stay or with the May promo. We will be returning if this is an acceptable offer. The complimentary breakfast for the next day is acceptable as well hoping it isn't the same servive we just had.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]