Kintla Lodge

Review: We arrived at the Kintla Lodge, where we had made a reservation, after a long day of driving. It was 8 pm, and all of the doors to the hotel were locked. Nearby buildings (hotels and businesses) were also locked and empty. There was no sign of staff, nor any visible sign of other guests. We phoned the hotel number and they had a security guard bring us keys to our room. The security guard informed us that we were not actually checked in, and that we would have to properly check in the next morning when hotel staff arrived. He also informed us that there was no food on site, and that if we wanted to eat dinner we would have to drive 20-25 minutes back into the town center. There were no staff members available to help with luggage or any other problems or questions we might encounter. The security guard appeared to be the only employee on a very large, very empty, and somewhat dangerous mountain site. We found this lack of service completely unexpected, and as two young women travellers we felt unsafe staying in an unstaffed, locked, and empty building. Because we were informed that we had not checked in, we declined to accept the keys and left to seek other accommodations. We have tried contacting the Kintla Lodge three times since, and each time we have been directed to the third party through whom we booked our trip ([redacted]). The Kintla Lodge has refused to address the matter with us, and even provided false and misleading information to [redacted], saying that we had checked in and therefore could not receive a refund. This directly contradicted what they told us when we were on site, when they explicitly stated that we were not checked in. Because we did not receive any services, and because Kintla seemed unable to provide an adequate level of service, we would like to have our money refunded.Desired Settlement: I would like to receive a refund for the full amount I paid: $144.61.

Business

Response: