Mammoth Mountain Reservations Reviews (%countItem)
Mammoth Mountain Reservations Rating
Address: 3310 Main St, Mammoth Lakes, California, United States, 93546
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I made reservations to stay at a unit from December 21 - December 24. When I arrived at the unit on December 21 it was late, the door lock was striped and the light was broken. I couldn't enter the unit. I immediately left the unit in fear of my safety and had to drive 30 miles to stay at a hotel. I contacted the manager early the following morning. She apologized and offered to refund my money. I advised that I would return to Los Angeles. I advised her I would mail back the unit key and parking pass and she indicated that I would be refunded once they received those same items. I emailed her advising that I mailed back the key and parking pass. I then followed up several times over a couple of weeks period requesting the status of my refund and she advised that they had not yet received my keys. To this day, March 6, 2020, I have still not received a refund. Additionally, they do not respond to any of my communications.
DO NOT DO BUSINESS WITH THEM.
The Guest Checked in to our property at 4 pm on 12/21 She signed her check in paperwork and was given the directions to the property as well as one hard key and the door code to the unit. Our Office is open until 5 pm after we close we have an after hours Emergency Line that is available to our guest 24 hours if they have any issues. This Guest did not contact our office at all until the next day andnever spoke with a manager, She was told we would go look at the door and a manager would contact her if needed. That same morning we sent a Maintenance person to check the door and it was completely fine we took pictures.The Guest also claims the light was broken to the unit entrance and was dark which makes no sense because this unit is located inside a 2 story building with units going from end to end of the hall like a hotel on the second floor so there is enough light.Since we heard from this guest that next morning we were pretty sure she was never at the correct property from her description. She had all of our contact info and we would have been happy to guide her to the correct location but she left us with out a way to help her. Guest emailed us a few days later saying she had mailed the key to us which we still have not received until this day 3/11/20. She then asked if we can give her an update on the keys if they were received and we just let her know we still had not. Then we received a notice that the Guest started a dispute against us that is still an open case as of 3/11/20. She has been trying to email us during that time to make us approve to things we never said to her, We are not to communicate with the guest with an open dispute.
I am rejecting this response because:
I reserved the unit on December 19, 2019 to stay from December 21-24. I couldn’t access the property on December 19 and stayed at a motel. Despite what she says, I contacted her first thing on December 22 from the local motel. She seemed surprised at how I found the unit but apologized and said I would get a refund once I returned the keys. We agreed I would return home. She never once mentioned that I should return to the unit or that a refund policy would be enforced. If she had, I wouldn’t have driven 315 miles back to Marina del Rey. Instead, we entered a new agreement wherein I would return home and mail in the keys and she would refund my money. When I returned home, I emailed *** to let her know I mailed the keys back to her, in accordance with our agreement. We exchanged a few emails where I was asking her the status of the keys being returned and my refund. The only reason I contacted her was to learn the status of my refund, as she promised. Had she said that I would not receive a refund, I would not have contacted her. As of today, March 11, I have still not received my refund.
I reject this rejection as I explained in my first email there is an active charge back case on this. This is *** I am the Manager hereat Mammoth Mountain Reservations I never communicated with the guest on 12/22 since I was not even in the office that day. All thepaperwork and proof have been turned into the charge back team.
I am rejecting this response because:I am waiting for my refund. As of today, I have not received anything from Mammouth Mountain Reservations. As stated before, *** (or the person I spoke with on December 22, 2019) advised that I would receive a refund once they received my keys. While I am not sure if I spoke to ***, I did speak with another woman there - I have my Verizon phone records to corroborate I spoke to someone a few times at their number.The reason this dispute is open is because I was supposed to receive a refund in late December but still have not received one. As soon as I receive a refund, the dispute will be over.