Rocky Mountain Park Inn LLC

Upon our arrival they had told us it would be a o'clock check-inWhen you get to Estes at AM and nowhere to go for the next few hours is unacceptableWe were able to get a room earlier and unpackWhen we got back to the hotel we went to go and connect to they said the rooms in that area the was spottyHaving teenagers this does not help and this was one of the reasons why I picked this hotel because they had free Wi-FiNot that I can tell there are no elevators for older people that may have luggageI asked them if there was a way that I can get a different room that was closer to their outlet and they said unfortunately there is not there was nothing they can doSo before you book a room make sure you do it as close as you can to the poolThey didn't even offer to take the discount off of my room

It is hotel policy to only do room blocks consisting of rooms per night during peak seasonThe client’s contract is during peak season, but we made an exception for her and did rooms per night plus gave her a discount on a suiteTypically discounted room blocks only consist of standard rooms, but again we made an exception for the guestOver the course of time the hotel did in fact add more rooms into the block as they were filling upOn 9/8/there were a total of rooms bookedThe client emailed the hotel on 9/8/asking to move additional reservation into the block that was reserved outside of the block at a different rateSometimes reservations are booked and not a part of the group blocks, If they don’t ask for the group rate or mention they are a part of a group they will get quoted a different rateThose situations we cannot controlAfter the clients request to move rooms into her block we did so and there are a total of rooms The cutoff date that is in the contract was September 9, 2015, days prior to arrival and hotel policy is days prior to arrival, again the hotel made an exception for the clientNot clear as to the confusion on the cutoff date When looking at rates the lowest advertised rate is the $rateThe hotel looked into the $rate and was unable to find where that rate came fromThe hotel does not have an $rate and was unable to locate it on any website, direct reservations or third party site.Desired Settlement – Again the hotel has honored everything the client has requested from initial contact on September 8, The lowest rate during the contracted stay is this client’s rate of $No other guest has an $rate

Complaint: ***
I am rejecting this response because: 'Threatening and hostile level of the complaint?' Are you kidding me? How are my comments 'threatening'? Isn't that the standard procedure for a very dissatisfied customer - to report his or her experience to the proper agencies? I expressed both my concerns and disappointment with Lance's handling of the situation and he did nothingIn fact, he LIED over and over again and when I send him PROOF as a Print-screen of the realities of ***, he acts offended and says I am threatening himHere are some interesting facts for him to ponder over:We paid $101.65, NOT $as he so claims; I have the receipt right hereAs I have shown, he not only LIED about his reasons for not renting us the King, but also LIED about how many he had that day [as shown on my printscreen]It is interesting that through ***, you CAN choose whichever room you would like, which Lance also LIED aboutIt is interesting that the Doubles AND the King rooms are EXACTLY the same price, which Lance also LIED aboutHe may want to read up on what is expected out of a hotel manager or good customer service for that matter
Regards,
*** ***

Complaint: ***
I am rejecting this response because: They are LYING! Attached is a document showing exactly how many King rooms they had left [NOT 2, but 3], taken from a print screen [just in case they tried to play the game they are playing now]This one is from 3:44pm and I have another one from 11:29pmAs you can clearly see - Not only did they have these rooms available, but it sure seems to me that you can PICK which room you want on *** based on your preferences [which I did when I booked the room]In addition, this reservation was CONFIRMED several days later for 'adults, room with King bed'Furthermore, the customer service representative, Christine also confirmed that yes, they did have several Kings available and the treatment we received was disgusting and intolerableI will be contacting Corporate headquarters with my complaint and I will send them all documentationI will also be putting this review up ***; ***; *** ***; and the Department of Consumer Affairs. You had every chance to make this right, Lance - Good luck with that!
Regards,
*** ***

Hello:Unfortunately, this guest booked through an "opaque" website, ***, where the buyer does not get to choose the hotel, room type, or smoking preference due to the great discounts involved. If the buyer wants to confirm a bed type, they should book directly with any hotel or
use *** or ***.com where the room type is chosen and confirmed. On this particular evening, we had king beds left at time of check in, however, we can and did receive full price of $129.95 for the rooms by the end of the evening, not the $we received from *** for this reservation. We have total king rooms in the hotel. Hotels are not like a retail store that can simply restock the shelves when a product runs out. All hotels, airlines, and rental car agencies "yield" their product as it is "finite" and must maximize income on their product. This guest booked and received a room as was promised by ***, their travel agent of choiceI apologize for any miscommunication.Thank you

Complaint: ***
I am rejecting this response because: There are discrepancies with the response the hotel made that we would like to make clearWe have documentation including detailed notes from the initial meetings, emails, complaints from our guests, the completed contract, and copy of the reservations to back up all the following informationThe hotel stated that only standard rooms are typical for the block reservationsWe never requested this expansion or were told of this policy in any of our contacts with themThey added this to the contract without request from us.The hotel did add the guests to the block at our request, however, it was only after the guests to our wedding came to us and complained that they requesting the room block and were told noThe hotel made many excuses as to why this happened, including blaming the guests, but the fact remains that the guests all stated that they requested a room under the wedding block and were told no to this request for various reasonsThis created confusion, frustration, and reassurance on our part to the guests that we would get involved and try to resolve the situation. We are glad that the customers that complained to us were added to the discounted rate at our request, however, the time we spent handling this for the hotel was very disruptive, frustrating, and should not have been neededWe do not know if there are still guests not added to this list that just have not complained to us, but the list of people who complained about this issue and was told the wrong information by the hotel is alarming.The Hotel policy of day cut off for reservations before the event was never mentioned to us at the initial meeting, signing of the contract, or afterwardsThe first time we heard this was in this Revdex.com responseWe did not ask for days or know that was not their standard policyThe hotel gave this time frame to us and put it into the contractThe hotel did, however, put in the contract September 9th as the last day for booking by guests and then proceed to change the date to September 8th, which created a lot ofconfusion, because we told the guests what the contract statedThis is a very unethical business practice.The hotel states that the lowest rate they have booked for the wedding time period is $109/night, however, a guest of ours booked online for $83.82/night for the same time block as the weddingThe reservation # is ***We have a copy of this reservation confirmationHowever, since we agreed to the $109/night rate in the contract we will stick to this agreement and we hope the hotel does the same.The hotel business practice of reserving room block at a discounted rate is a service that hotels provide simply because this brings guaranteed bookings especially for a large group like a weddingCustomer Service and communication is key to this interactionIf we had been told about the restrictions the hotel have or how poorly they execute their contracts during the initial inquiry, we would have been happy to take our business elsewhereAs it is, we are counting the days until our wedding and we are stuck with this hotel. We are concerned with how many more problems might occur during our stay. We hope that they treat the guests better during their stay and at check-out than they did during their initial reservation bookingOur only concern is for the guests that are coming from all over the United States to be with us for the celebration of our union. We hope that they understand that our guests mean everything to us and we expect the hotel to treat them as suchBecause of their actions to date and their lack of ownership taken of the problems we have had, we are highly concerned with what other issues we may have in the weeks that follow. With the hotel's inability to hold to the contract without our interaction, lack of customer service, and their attitude of blaming the guests we seriously question the ethical practices of this business.We agree to continue to have open communication with the hotel and will consider this Revdex.com complaint closed, however, we reserve the right to reopen our complaint should additional problems occur
Regards,
*** *** and *** ***

Hello:Unfortunately, this guest booked through an "opaque" website, ***, where the buyer does not get to choose the hotel, room type, or smoking preference due to the great discounts involved. If the buyer wants to confirm a bed type, they should book directly with any
hotel or use *** or ***.com where the room type is chosen and confirmed. On this particular evening, we had king beds left at time of check in, however, we can and did receive full price of $129.95 for the rooms by the end of the evening, not the $we received from *** for this reservation. We have total king rooms in the hotel. Hotels are not like a retail store that can simply restock the shelves when a product runs out. All hotels, airlines, and rental car agencies "yield" their product as it is "finite" and must maximize income on their product. This guest booked and received a room as was promised by ***, their travel agent of choiceI apologize for any miscommunication.Thank you

Complaint: [redacted]
I am rejecting this response because: There are discrepancies with the response the hotel made that we would like to make clear. We have documentation including detailed notes from the initial meetings, emails, complaints from our guests, the completed contract, and copy of the reservations to back up all the following information. The hotel stated that only standard rooms are typical for the block reservations. We never requested this expansion or were told of this policy in any of our contacts with them. They added this to the contract without request from us.The hotel did add the guests to the block at our request, however, it was only after the guests to our wedding came to us and complained that they requesting the room block and were told no. The hotel made many excuses as to why this happened, including blaming the guests, but the fact remains that the guests all stated that they requested a room under the wedding block and were told no to this request for various reasons. This created confusion, frustration, and reassurance on our part to the guests that we would get involved and try to resolve the situation. We are glad that the customers that complained to us were added to the discounted rate at our request, however, the time we spent handling this for the hotel was very disruptive, frustrating, and should not have been needed. We do not know if there are still guests not added to this list that just have not complained to us, but the list of people who complained about this issue and was told the wrong information by the hotel is alarming.The Hotel policy of 45 day cut off for reservations before the event was never mentioned to us at the initial meeting, signing of the contract, or afterwards. The first time we heard this was in this Revdex.com response. We did not ask for 30 days or know that was not their standard policy. The hotel gave this time frame to us and put it into the contract. The hotel did, however, put in the contract September 9th as the last day for booking by guests and then proceed to change the date to September 8th, which created a lot ofconfusion, because we told the guests what the contract stated. This is a very unethical business practice.The hotel states that the lowest rate they have booked for the wedding time period is $109/night, however, a guest of ours booked online for $83.82/night for the same time block as the wedding. The reservation # is [redacted]. We have a copy of this reservation confirmation. However, since we agreed to the $109/night rate in the contract we will stick to this agreement and we hope the hotel does the same.The hotel business practice of reserving room block at a discounted rate is a service that hotels provide simply because this brings guaranteed bookings especially for a large group like a wedding. Customer Service and communication is key to this interaction. If we had been told about the restrictions the hotel have or how poorly they execute their contracts during the initial inquiry, we would have been happy to take our business elsewhere. As it is, we are counting the days until our wedding and we are stuck with this hotel. We are concerned with how many more problems might occur during our stay. We hope that they treat the guests better during their stay and at check-out than they did during their initial reservation booking. Our only concern is for the guests that are coming from all over the United States to be with us for the celebration of our union. We hope that they understand that our guests mean everything to us and we expect the hotel to treat them as such. Because of their actions to date and their lack of ownership taken of the problems we have had, we are highly concerned with what other issues we may have in the weeks that follow. With the hotel's inability to hold to the contract without our interaction, lack of customer service, and their attitude of blaming the guests we seriously question the ethical practices of this business.We agree to continue to have open communication with the hotel and will consider this Revdex.com complaint closed, however, we reserve the right to reopen our complaint should additional problems occur.
Regards,
[redacted] and [redacted]

Upon our arrival they had told us it would be a 4 o'clock check-in. When you get to Estes at 9 AM and nowhere to go for the next few hours is unacceptable. We were able to get a room earlier and unpack. When we got back to the hotel we went to go and connect to Wi-Fi they said the rooms in that area the Wi-Fi was spotty. Having teenagers this does not help and this was one of the reasons why I picked this hotel because they had free Wi-Fi. Not that I can tell there are no elevators for older people that may have luggage. I asked them if there was a way that I can get a different room that was closer to their Wi-Fi outlet and they said unfortunately there is not there was nothing they can do. So before you book a room make sure you do it as close as you can to the pool. They didn't even offer to take the discount off of my room.

Hello:Due to the threatening and hostile level of the complaint, we will not be responding further.  All complaints from this guest should be referred to [redacted].com and their booking policies which have no relation to any hotel inventory of any hotel [redacted] works with worldwide.Thank You

It is hotel policy to only do room blocks consisting of 10 rooms per night during peak season. The client’s contract is during peak season, but we made an exception for her and did 15 rooms per night plus gave her a discount on a suite. Typically discounted room blocks only consist of standard...

rooms, but again we made an exception for the guest. Over the course of time the hotel did in fact add more rooms into the block as they were filling up. On 9/8/15 there were a total of 22 rooms booked. The client emailed the hotel on 9/8/15 asking to move additional reservation into the block that was reserved outside of the block at a different rate. Sometimes reservations are booked and not a part of the group blocks,  If they don’t ask for the group rate or mention they are a part of a group they will get quoted a different rate. Those situations we cannot control. After the clients request to move rooms into her block we did so and there are a total of 31 rooms.  The cutoff date that is in the contract was September 9, 2015, 30 days prior to arrival and hotel policy is 45 days prior to arrival, again the hotel made an exception for the client. Not clear as to the confusion on the cutoff date.  When looking at rates the lowest advertised rate is the $109 rate. The hotel looked into the $84 rate and was unable to find where that rate came from. The hotel does not have an $84 rate and was unable to locate it on any website, direct reservations or third party site.Desired Settlement – Again the hotel has honored everything the client has requested from initial contact on September 8, 2015. The lowest rate during the contracted stay is this client’s rate of $109. No other guest has an $84 rate.