Glacier Ridge Suites

[redacted] called our hotel office on August 31st asking for a suite for 3-people for two nights, she wanted a low bereavement rate which I offered herWe had only one suite available as it was Labor Day weekend She asked me to reserve the suite for her for the next dayShe gave me her credit card information and again asked me to please hold the suite for her She explained that her plane would land around noon and they would chearound 1:pm Late in the afternoon on September 1st I reached out to Ms [redacted] by phone to ask if she needed directions She did not attempt to call me In the hotel business we call that a no-showShe was quite rude and explained that she was staying somewhere else I told her we held the suite for her and her family She didn't seem to care and hung up the phone on our call We were not able to rent the suite that night and so I charged her for one night We did rent the suite the next night so there was no charge We are a small hotel (suites) and when we hold a suite for someone over night we certainly hope they will honor that reservation and no just blow us off Thankfully we have only encountered rude, disrespectful customers like Ms [redacted] rarely 99% + of our customers are awesome! Imagine if we had not held the suite for her and when she arrived at our office we told her that we did not have a suite and she would need to go elsewhere on Labor Day weekend Then the complaint would be that we didn't hold the reservation like we promised and to BEWARE of this business; they don't keep their promises

Complaint: ***I am rejecting this response because: Kent is incorrect about several thingsI did call him on the phone on September 31st and inquired about a room for to people and told him our flight landed at noon the next dayI reserved the room and was not told anything about a cancelation fee or charging no matter whatAfter landing at the airport and getting an off site rental car we went to my sister's house and arrived just before pm and at that time I was told that arrangements for lodging had already been made for us and paid for by another family memberAt 12:pm my phone rang and it was Kent so it was not late in the afternoon when he called, it was not even 1:yetI have a record of the time of call and duration as well as a room full of witnesses to his unreasonable demands for money. I explained to him the situation and that family members had already made lodging arrangements for us so I would not be coming to Glacier Ridge SuitesKent got very upset and said that I could not cancel and had to payI did not just hang up on him as he claims, the phone call lasted minutes as I tried to reason with himHe charged my credit card over $which is more than half of his original rate quote of $He was not forthcoming about his so called no refund policy when we spoke on the phone on the 31st but when we spoke on the first he said the policy was days notice to cancel which in my case would have been impossible. I looked at his website after our conversation and did not see any policy on those pages eitherHe cannot just make something up as he goes and cannot charge me for staying at his hotel when I did not stay there and I told him this when we spoke on the phone before pm
Sincerely,*** ***

*** *** called our hotel office on August 31st asking for a suite for 3-people for two nights, she wanted a low bereavement rate which I offered her. We had only one suite available as it was Labor Day weekend. She asked me to reserve the suite for her for the next day. She gave me her credit card information and again asked me to please hold the suite for her. She explained that her plane would land around noon and they would chearound 1:pm. Late in the afternoon on September 1st I reached out to Ms *** by phone to ask if she needed directions. She did not attempt to call me. In the hotel business we call that a no-show. She was quite rude and explained that she was staying somewhere else. I told her we held the suite for her and her family. She didn't seem to care and hung up the phone on our call. We were not able to rent the suite that night and so I charged her for one night. We did rent the suite the next night so there was no charge. We are a small hotel (suites) and when we hold a suite for someone over night we certainly hope they will honor that reservation and no just blow us off. Thankfully we have only encountered rude, disrespectful customers like Ms*** rarely. 99% + of our customers are awesome! Imagine if we had not held the suite for her and when she arrived at our office we told her that we did not have a suite and she would need to go elsewhere on Labor Day weekend. Then the complaint would be that we didn't hold the reservation like we promised and to BEWARE of this business; they don't keep their promises

[redacted] called our hotel office on August 31st asking for a suite for 3-4 people for two nights, she wanted a low bereavement rate which I offered her. We had only one suite available as it was Labor Day weekend.  She asked me to reserve the suite for her for the...

next day. She gave me her credit card information and again asked me to please hold the suite for her.  She explained that her plane would land around noon and they would check-in around 1:00 pm.  Late in the afternoon on September 1st  I reached out to Ms [redacted] by phone to ask if she needed directions.  She did not attempt to call me.  In the hotel business we call that a no-show. She was quite rude and explained that she was staying somewhere else.  I told her we held the suite for her and her family.  She didn't seem to care and hung up the phone on our call.  We were not able to rent the suite that night and so I charged her for one night.  We did rent the suite the next night so there was no charge.  We are a small hotel (6 suites) and when we hold a suite for someone over night we certainly hope they will honor that reservation and no just blow us off.  Thankfully we have only encountered rude, disrespectful customers like Ms. [redacted] rarely.  99% + of our customers are awesome!  Imagine if we had not held the suite for her and when she arrived at our office we told her that we did not have a suite and she would need to go elsewhere on Labor Day weekend.  Then the complaint would be that we didn't hold the reservation like we promised and to BEWARE of this business; they don't keep their promises.

Complaint: [redacted]I am rejecting this response because:When I spoke with Kent on the phone he did not say anything about a cancellation policy or fee. When we arrived in Kalispell and got our luggage and rental car and finally to my sister's home it was close to 1:00 and Kent called me at 12:52 pm. We had barely walked in and I was told about the alternate arrangements my family had made for people to stay when Kent had called. I explained to him the situation and our call lasted 5 minutes so he is mistaking when he claims I was just rude and hung up. He demanded that I pay and was very rude and argumentative and people standing near me heard him. Also he claims nothing was available due to the holiday which makes you wonder why he was not already booked since I called just the day before. He charged me over $200 which was more than half of his quote. He never said anything about charging no matter what or charging a cancellation fee which he did more than that. I have never had this experience with a hotel in my life. I was not a no show as can be determined by the timing of our phone conversation.  I also have witnesses to his rude demands.Sincerely,[redacted]