Deer Valley Lodge

*** provided her credit card, phone number, address, and email address when talking to the Front Desk, when calling to leave a message for a Sales Manager a name and phone number are the only information collected. The Front Desk booked the rooms while on the phone with *** and then emailed her separate confirmation emails stating the cancellation policy of hours. If *** didn’t want the hotel rooms reserved with her credit card we would have been more than happy to cancel them but she never called or emailed. We called *** on the Mondayprior to the room’s arrivals to see if she still needed all the rooms as she could have cancelled them without a charge at that time and again we didn’t hear anything back. She was also called on the evening of arrival as we had customers who would have taken the rooms and she didn’t answer or call back. Deer Valley Lodgetried to give *** multiple opportunities to cancel the rooms she guaranteed with a credit card. We do everything we can to provide a great customer experience before, during, and after the sale and our cancellation policies are clearly stated. Deer Valley Lodge only collects credit card information to hold and reserve a room, not for inquiries

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com,We never called Deer Valley Lodge to make room reservations We did call inquiring about room-blocks and how they were sThe Front Desk was unable to set one up, but would be more then happy to take our information down and passed it on to the the Block Room coordinatorThis information included the credit card and numberThe clerk even reassured me that this was not considered a reservation and would pass on the noteWe never heard from Deer Vally again I have all my phone records and there are no calls from Deer ValleyNot in August or September,I am wondering what number they called? So we were very surprised when our Credit Card arrived with eight, unauthorized, separate room charges on it, all from Deer Valley This is why we reject Deer Valleys response. To top it all off two friends, attending the rehearsal and wedding stayed two nights, booked there room two weeks in advance, used there own credit card and paid for there rooms, with no mention made, about our supposed reservation, that Deer Valley suggests we madeDeer Valley states that they do everything they can to provide a "great customer service experience"! Our experience with Deer Valley has been horrible and fails miserable in the customer service experience area they so happily brag about! I would highly recommend avoiding this business and surely would not want friends and family to share in this experience!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
We never made reservations at Deer Valley Lodge. We did inquire about how blocks are set-up, with there Front Desk Staff. We never booked any rooms or placed a reservation I feel they had a communication glitch at the front deskInstead of passing our information unto the person who sets up blocks they rolled it into multiple reservations This is not our fault, we should not be forced to eat there error The unauthorized charges to our credit card, with the rooms and interest, now comes to 1,532.55.They need to make this right Thank you, *** ***

Deer Valley Lodge, along with most hotels, has Front Desk staff members who book reservations and Group Sales Members who book Room Blocks.  [redacted] called and booked 8 hotel rooms with the Front Desk and provided a credit card.  [redacted] was then emailed a confirmation for each...

the booked hotel rooms along with the below disclaimer stating the cancellation policy. (Please note the email did not come back and the email on file is the same email provided with this complaint) Information from Confirmation Email sent to Customer immediately after booking the 8 hotel roomsThank you for choosing Deer Valley Lodge for your upcoming stay.Check-in time is 3pm and Check-out time is 11am.Deer Valley Lodge is a smoke-free environment and does not allow pets.To avoid cancellation fees, please cancel your reservation at least 48 hours in advance.Please visit www.DeerValleyLodgeWI.com for Tower Slide hours and Water Park rules. We are looking forward to your visit! [redacted] didn’t received anything in writing from Deer Valley Lodge stating the hotel rooms would be cancelled or released for them or that they wouldn’t be charged if they didn’t use the hotel rooms. (Room Blocks that are made are cancelled 30 days in advance, [redacted] stated in the complaint that they thought they would be cancelled 19 days in advance.)  After receiving the Confirmation emails mentioning the cancellation policy, [redacted] never called to check on the status of the hotel rooms.  Deer Valley Lodge also does not put suites in room blocks and [redacted] had 7 suites reserved and 1 Standard Hotel Room.  We have a standard cancellation policy of 48 hours, which is part of the Front Desk’s List of things to tell all Guests booking hotel rooms. The hotel was sold out on Saturday, September 20th, 2014.  The hotel had received several inquires about hotel rooms that night and also had a waiting list as well.  As a courtesy, management attempted to contact [redacted] on Monday, September 15th, 2014, but was unable to reach the customer by phone. [redacted] did not return the call or email back to cancel any hotel rooms.  On Sunday, September 21st  2014, shortly after midnight the Front Desk called [redacted]’s phone number from the file (this is the same number provided with this complaint) to see if they were planning to come in or have other guests use the remaining hotel rooms.  At that time the Front Desk did have people that would have paid for the hotel rooms had they been available. Since [redacted] did not answer or call back, the Front Desk was unable to release or sell the hotel rooms as they were guaranteed with a credit card. [redacted] did not contact the hotel about the charge on the credit card until November 26th, 2014 (66 days later).  It was explained at that time that she did not set-up a room block with a [redacted] or fill out a Room Block form- she had booked hotel rooms with the Front Desk.  Per hotel policy, all room blocks are emailed a confirmation of the room block details and the room block cancellation policies.  [redacted] did not set-up a room block and therefore did not receive a room block confirmation email which they agreed they didn’t receive as they were unable to produce a room block confirmation number.  [redacted] was instead sent a hotel room confirmation email stating the 48 hour cancellation policy. [redacted] called numerous times and discussed the charges and policies, as well as having family cold call (Holly her daughter) to go through the room block booking procedure with the front desk staff and a [redacted].  Each time the situation was explained per hotel policy.  Management offered to refund $676.28 to the credit card and give her $676.27 in gift certificates (this would total the $1,352.55 they were charged).  The reason this was offered was that we did feel bad about the full charge but there was a real loss of business and revenue.  We did this in spite of the fact of our clearly stated cancellation policies which are consistent with other hotels.   [redacted] and [redacted] both refused the refund and stated they were going to do a chargeback with their credit card company.  During the last conversation with [redacted] they stated their credit card company denied the request and they planned to take it up with the Revdex.com.  Management again tried to split the difference with them as a good will gesture.  We explained to the customer that the hotel was sold out that night and could have sold those hotel rooms but were unable to since they guaranteed them with a credit card and they were given numerous chances to cancel the room with NO charge and they didn’t. We will offer the refund of $676.28 to the credit card.

Review: We called to book a block of rooms in August 2014, at Deer Valley Lodge. At the time of that call, they required a credit card to set-up the block, I was assured that this was not considered a reservation. The person whom I spoke with, to handled the block, was part of the front desk customer service. The one who typically handles this was not available. They assured me they would pass on our information. The block would be available for folks to book a room until September 1 ,2014, after which they would be released to the public. The wedding took place on September 20, 2014. One couple stayed at the lodge and payed for there room for 2 nights. They booked them after September 1, 2014. When they called, there was no mention of our block. Our Visa card was billed on September 23, 2014 for 8 rooms. A total of $1352.55. Deer Valley was never given permission to make this block into a reservation and charge it to our credit card.Desired Settlement: Credit back the full amount on our credit card or a reimbursement by check for the $1352.55. Which they took from us without permission.

Business

Response:

Deer Valley Lodge, along with most hotels, has Front Desk staff members who book reservations and Group Sales Members who book Room Blocks. [redacted] called and booked 8 hotel rooms with the Front Desk and provided a credit card. [redacted] was then emailed a confirmation for each the booked hotel rooms along with the below disclaimer stating the cancellation policy. (Please note the email did not come back and the email on file is the same email provided with this complaint) Information from Confirmation Email sent to Customer immediately after booking the 8 hotel roomsThank you for choosing Deer Valley Lodge for your upcoming stay.Check-in time is 3pm and Check-out time is 11am.Deer Valley Lodge is a smoke-free environment and does not allow pets.To avoid cancellation fees, please cancel your reservation at least 48 hours in advance.Please visit www.DeerValleyLodgeWI.com for Tower Slide hours and Water Park rules. We are looking forward to your visit! [redacted] didn’t received anything in writing from Deer Valley Lodge stating the hotel rooms would be cancelled or released for them or that they wouldn’t be charged if they didn’t use the hotel rooms. (Room Blocks that are made are cancelled 30 days in advance, [redacted] stated in the complaint that they thought they would be cancelled 19 days in advance.) After receiving the Confirmation emails mentioning the cancellation policy, [redacted] never called to check on the status of the hotel rooms. Deer Valley Lodge also does not put suites in room blocks and [redacted] had 7 suites reserved and 1 Standard Hotel Room. We have a standard cancellation policy of 48 hours, which is part of the Front Desk’s List of things to tell all Guests booking hotel rooms. The hotel was sold out on Saturday, September 20th, 2014. The hotel had received several inquires about hotel rooms that night and also had a waiting list as well. As a courtesy, management attempted to contact [redacted] on Monday, September 15th, 2014, but was unable to reach the customer by phone. [redacted] did not return the call or email back to cancel any hotel rooms. On Sunday, September 21st 2014, shortly after midnight the Front Desk called [redacted]’s phone number from the file (this is the same number provided with this complaint) to see if they were planning to come in or have other guests use the remaining hotel rooms. At that time the Front Desk did have people that would have paid for the hotel rooms had they been available. Since [redacted] did not answer or call back, the Front Desk was unable to release or sell the hotel rooms as they were guaranteed with a credit card. [redacted] did not contact the hotel about the charge on the credit card until November 26th, 2014 (66 days later). It was explained at that time that she did not set-up a room block with a [redacted] or fill out a Room Block form- she had booked hotel rooms with the Front Desk. Per hotel policy, all room blocks are emailed a confirmation of the room block details and the room block cancellation policies. [redacted] did not set-up a room block and therefore did not receive a room block confirmation email which they agreed they didn’t receive as they were unable to produce a room block confirmation number. [redacted] was instead sent a hotel room confirmation email stating the 48 hour cancellation policy. [redacted] called numerous times and discussed the charges and policies, as well as having family cold call (Holly her daughter) to go through the room block booking procedure with the front desk staff and a [redacted]. Each time the situation was explained per hotel policy. Management offered to refund $676.28 to the credit card and give her $676.27 in gift certificates (this would total the $1,352.55 they were charged). The reason this was offered was that we did feel bad about the full charge but there was a real loss of business and revenue. We did this in spite of the fact of our clearly stated cancellation policies which are consistent with other hotels. [redacted] and [redacted] both refused the refund and stated they were going to do a chargeback with their credit card company. During the last conversation with [redacted] they stated their credit card company denied the request and they planned to take it up with the Revdex.com. Management again tried to split the difference with them as a good will gesture. We explained to the customer that the hotel was sold out that night and could have sold those hotel rooms but were unable to since they guaranteed them with a credit card and they were given numerous chances to cancel the room with NO charge and they didn’t. We will offer the refund of $676.28 to the credit card.

Consumer

Response:

We stayed here for one night on a weekend. It was just ok. It is very obvious they do everything they can to reduce cost for themselves even if it decreases comfort for the consumer. No microwave or refrigerator in the rooms. Bed spreads are very worn with holes in the seams. Mattresses were very old. No small soaps on the rooms but a dispenser which I am pretty sure has the same soap in it for the shampoo versus body wash. Tube tvs. Cable channel guide was incorrect. Breakfast was a disappointment with only sausage as a hot breakfast item. Milk was in a beverage dispenser & not temperature controlled. Pool was also a disappointment with a cold room & cold water. One slide looked like it was on its last bolt & was going to fall over every time a child slid down. Water was over chlorinated. Last but not least the beautiful antler chandelier in the lobby was NEVER on making the lobby very dark & creepy.