Northstar At Tahoe

However, the complaint was resolved to our satisfaction, so I do not want to the closure to say the opposite as that is incorrect and unfair to the Northstar at Tahoe which was very responsive once Revdex.com got involved.

Review: Unfair business practice of collecting a charge $540 for a 3night stay, with no flexibility to cancel or change dates.

We had a reservation for 3 nights starting Friday August 30th. This was done to attend a planned children's soccer tournament in the Tahoe/Truckee area. The trip had to be cancelled last minute because of wild fires/bad air quality in the area. We called to cancel the reservation on Thursday August 29th and were told that only date changes are allowed but no cancellations. Since we did not have an exact date we asked to call later that day in the evening, which we did two times and left a message. Since then we were not able to get in touch with the reservation desk.

On Friday August 30th when we were finally able to talk to a reservation department manager [redacted] we were told very rudely that there was nothing that could be done and that we would lose the money.

We did not appreciate the way we were treated and were told to either come and stay at the resort or lose the money.

Total amount charged for 3 nights is approximately $540.00

Desired Settlement: We want our money back for the $540 charges for services that we never received.

Business

Response:

Initial Business Response

Under the circumstances, we allowed for a date change with no penalty. We requested that new dates be provided by noon 8.29.13, the day before the reservation was set to arrive. In order to be as accommodating as possible, we then changed the deadline for date change two additional times. A voice mail with the new dates would have been sufficient. Guest made contact with front desk at 6:30pm on 8.30.13 after reservation was set to check in and was told it was too late for the date change as three deadlines had already been missed. We do however have a lodging credit on file for guest that guest is aware of.

Review: I purchased two season passes from Northstar at Tahoe Resort on 10/9/13 with the full intention of me and my husband using them all winter. I spoke to a Northstar employee via phone before purchasing the passes online. This employee assured me (before buying the passes) that I could receive a full refund on them if any type of health issue arose. On 12/21/13, my 86 year old grandmother (who lives with me) was hospitalized and thereafter in need of 24/7 caregiving. I am the only one in my family who can take care of her, so I had no choice but to do so. I immediately called Northstar at Tahoe Resort and told them that I will unfortunately not be able to travel to their resort this year (I am a repeat customer) and kindly asked them for a full refund on my two season passes. The employee was very rude and said they couldn't help me and that there was no option for me to get a refund. I explained that it was for a health reason and that I could easily supply a doctor's note. The employee continued to be rude and said that it wasn't the resort's problem and that they will not refund my money. I was shocked by the lack of professionalism and customer service this employee represented, especially after being told I could receive a refund. Since the initial phone call, I have called the resort two more times asking for a full refund and I have encountered identical treatment. I think Northstar at Tahoe really needs to teach their employees how to communicate to customers about Northstar's policies. It seems like the employees reassure customers falsely in order to make a sale and then customer service and professional manner is a thing of the past.Desired Settlement: A full refund of $841.95 via check sent to my [redacted]

Business

Response:

Dear Ms. [redacted],