Mesa Lakes Lodge

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]Nobody ever smoked in the cabin.I never received any e-mail with any of these so called policies and my father was informed verbally as they claim.We did make the 50% deposit and only left because there was no heat.As far a being rude the owner was and still is being rude saying we are not honestAs far as the intoxicated I was on a vacation not driving and had some wine with lunch this should not be an issue.He apologized for over reacting and so did I.I was able to pay any balance due but there was no heat and my father was freezing and had already went back home[redacted] & [redacted]

Revdex.comJefferson StNE Ste AAlbuquerque, NM 87109Response to complaint ID ***Customer's daughter was emailed a copy of the confirmation of the reservation along with Mesa Lakes Lodge policyThe customer was verbally made aware of the lodge policy because he does not email
The lodge policy states that upon making a reservation, you will pay 50% of the full amount dueThis deposit is non refundableIf a customer needs to change a reservation, we will do so for free and honor the initial depositAll balances are then due upon check inMesa Lakes Lodge also has a no smoking policy inside the lodge and cabinsIf the customer smokes, we can charge a $smoking feeIt is also our policy to charge a customer's credit card on file for smoking in the cabin or for any missing or damaged items.Upon check in on 9/15/the customer stated that his daughter would take care of the balance due when she got to the lodgeWhen the customer's daughter came into the lodge, she would not take care of the balanceShe also seemed intoxicated and was rude to the owner and leftThe owner waited two hours after closing time for her to return with the balance dueShe never returnedAt that point the business manager charged the credit card on file for the balance dueThe next day the daughter returned to the lodge and was rude to the staffShe wrote us a check for $She complained about the heater not working and the owner went to fix itWe would have issued a refund for a night but learned that one of the guests or all had smoked inside the cabinWe did not charge the customer's credit card for the smoking because we did not issue a refundWe could have charged for the smokingThe owner and customer did work out a solution and it was agreed upon that we refund the check that the customers daughter had wroteWe have mailed a check to the customer in the amount of $on 10/28/Since we have followed our policy, refunded the agreed upon amount and did not charge the customer for smoking in our cabin, we feel we should not be held liable for any requested refund.Andrea B***Mesa Lakes Lodge Hwy 65Mesa, CO 81643###-###-####

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]Nobody ever smoked in the cabin.I never received any e-mail with any of these so called policies and my father was informed verbally as they claim.We did make the 50% deposit and only left because there was no heat.As far a being rude the owner was and still is being rude saying we are not honest. As far as the intoxicated I was on a vacation not driving and had some wine with lunch this should not be an issue.He apologized for over reacting and so did I.I was able to pay any balance due but there was no heat and my father was freezing and had already went back home.[redacted] & [redacted]