Devil's Head Resort

We had two room reservations under the name of [redacted]. One was  02/27/15
- 03/012015 and the second room was just the night of  02/28/2015.  The
second room that was only the night of the 28th was  checked in to by [redacted]
[redacted].  All lift tickets and meal vouchers...

that  came with the package were
given at time of check-in.  Rental  equipment, if needed is never included
in any of our packages. [redacted]  was aware of this.  He signed a room charge
slip in the amount of $230  for rentals and one two-day lift ticket that he
bought in addition to  his package for a friend that was just coming up to
ski and not  lodging with him.At check-out he came to the front desk
and spoke with a supervisor  regarding the charges on his room.  She went
over all of the charges  with him and had to pull the receipts to show him
what they were for.   There was one charge that she could not find a receipt
for in the  amount of $53.70 so she did delete that charge.  The remaining
charges  were $230 (rentals and one two-day lift), $75.71 ([redacted] 
[redacted]), $39.00 (Devil's Den - Bar), and $47.00 (Devil's Den -  Bar)
for a total of $391.71.  When he left the resort, all of the  charges had
been gone over with him reflecting the balance.Since both rooms were
under [redacted]'s name.  [redacted]'s credit card was also  saved under [redacted]'s room.
The amount due was charged to [redacted]'s credit  card. [redacted] called on 03/12 to
ask about the charge on his card.  He  said that it was suppose to go on
[redacted]'s credit card.  He was told "No  Problem.  Have [redacted] call us up and we
can put it on his and refund  your card".  [redacted] said he would have [redacted]
call us.[redacted] called on 03/12/2015 and spoke with the assistant front desk 
manager.  She went over the charges with him.  He still was not  content
so he spoke with the front desk manager too.  He was disputing  the biggest
room charge of $230 for the rentals and one two-day lift  ticket.  He said
that he paid cash for the two-day lift ticket that he  purchased for his
friend and did not room charge that. He also stated  that he had all of his
receipts to prove it.  He was told to scan it  and email it or fax it over
and we would see what we could do.  He  then stated that he did not have
that receipt but he had all of them  but that one. He changed several times
how many people had rentals how  many days in dispute of the amount.  He
asked us to refund him at  least the $85 charge for a two-day lift ticket
that he says he paid  cash for (that charge was included in the $230 room
charge with the  rentals).  He was not happy and started screaming at
several times  during the conversation.  He stated that we had the worst
customer  service he has ever experienced.  We did state that we were sorry
and  trying to help him but we have signed receipts and the $85 two-day 
pass was part of what the $230 charge and not a separate transaction.  
At the end of the conversation he said that he wanted us to charge his 
card and refund [redacted]'s.  We did try to charge  his card and it was 
declined.  When we informed him that it did not go through he said 
"Well, Duh. I do not have that card anymore". We asked what card he 
would like us to put it on and he replied that he did not have it on 
him and that he would call us back with the numbers so we could get 
[redacted] refunded.He then sent an email to us on 3/172015 asking us to
call him with the  new c.c. number so we could refund his friends credit
card.  A message  was left on his voicemail but we never got a
response.That is the last we have heard from him.

Review: Myself and a group of 6 friends rented 2 rooms at Devils Head for a weekend. The second night at dinner we waited more than one hour at our table before a server even introduced herself, let alone took our drink or dinner orders. For the terrible service we were told our drinks would be free, our dinners were already paid for in our package. A $70 charge for our drinks was charged to our room still and we had to fight that charge for an hour before they removed that from our bill at checkout. Upon checkout we also noticed they charged my friends card for more than $150, which after another 30 minutes of arguing we found out we're charges for a completely different party. 2 weeks later we then also found out my friends card was charged for another almost $400 without reason. We called and were told that it was for rentals and lift tickets, although we already had receipts to prove that my room had already paid for our rentals and lift tickets. Devils Head Resort refuses to refund the money AND cannot even provide us with receipts to prove what the charges are for as the charges for our lift tickets and rentals were already paid for. This place is a scam, the rooms are filthy, everything is over priced and the customer service is appalling. Our trip was more than a month and a half ago, and they still refuse to give us our money back for false charges that they cannot even provide an explanation or receipt for.Desired Settlement: Our group receives a refund for the charges that Devils Head falsified.

Business

Response:

We had two room reservations under the name of [redacted]. One was 02/27/15

- 03/012015 and the second room was just the night of 02/28/2015. The

second room that was only the night of the 28th was checked in to by [redacted]. All lift tickets and meal vouchers that came with the package were

given at time of check-in. Rental equipment, if needed is never included

in any of our packages. [redacted] was aware of this. He signed a room charge

slip in the amount of $230 for rentals and one two-day lift ticket that he

bought in addition to his package for a friend that was just coming up to

ski and not lodging with him.At check-out he came to the front desk

and spoke with a supervisor regarding the charges on his room. She went

over all of the charges with him and had to pull the receipts to show him

what they were for. There was one charge that she could not find a receipt

for in the amount of $53.70 so she did delete that charge. The remaining

charges were $230 (rentals and one two-day lift), $75.71 ([redacted]), $39.00 (Devil's Den - Bar), and $47.00 (Devil's Den - Bar)

for a total of $391.71. When he left the resort, all of the charges had

been gone over with him reflecting the balance.Since both rooms were

under [redacted]'s name. [redacted]'s credit card was also saved under [redacted]'s room.

The amount due was charged to [redacted]'s credit card. [redacted] called on 03/12 to

ask about the charge on his card. He said that it was suppose to go on

[redacted]'s credit card. He was told "No Problem. Have [redacted] call us up and we

can put it on his and refund your card". [redacted] said he would have [redacted]

call us.[redacted] called on 03/12/2015 and spoke with the assistant front desk

manager. She went over the charges with him. He still was not content

so he spoke with the front desk manager too. He was disputing the biggest

room charge of $230 for the rentals and one two-day lift ticket. He said

that he paid cash for the two-day lift ticket that he purchased for his

friend and did not room charge that. He also stated that he had all of his

receipts to prove it. He was told to scan it and email it or fax it over

and we would see what we could do. He then stated that he did not have

that receipt but he had all of them but that one. He changed several times

how many people had rentals how many days in dispute of the amount. He

asked us to refund him at least the $85 charge for a two-day lift ticket

that he says he paid cash for (that charge was included in the $230 room

charge with the rentals). He was not happy and started screaming at

several times during the conversation. He stated that we had the worst

customer service he has ever experienced. We did state that we were sorry

and trying to help him but we have signed receipts and the $85 two-day

pass was part of what the $230 charge and not a separate transaction.

At the end of the conversation he said that he wanted us to charge his

card and refund [redacted]'s. We did try to charge his card and it was

declined. When we informed him that it did not go through he said

"Well, Duh. I do not have that card anymore". We asked what card he

would like us to put it on and he replied that he did not have it on

him and that he would call us back with the numbers so we could get

[redacted] refunded.He then sent an email to us on 3/172015 asking us to

call him with the new c.c. number so we could refund his friends credit

card. A message was left on his voicemail but we never got a

response.That is the last we have heard from him.