The Estes Park Resort and Waterfront Grille

We certainly do apologize for the lack of a complete total in the confirmation e-mailI have been working with our team to remedy that issueThrough making multiple test reservations it seems that although it does not include a complete total, the package description is included in the e-mailThe package description in all of the bookable locations is clear that it does not include the room cost and is solely an acostThe description of the package can be found in these three locations: http://www.theestesparkresort.com/specials/index.php?cat=1&id= https://res.travlynx.com/bbe/package_details.aspx?pcode=QOLAKE&propertyid=7836&p...⇄ https://res.travlynx.com/BBE/page3.aspx?crsID=F25L9RT6T&hotelID=7836&langID=1&be...⇄ The fact that the reservation in question was booked online (and the amount for the package is clearly listed) in addition to the folio that was signed upon checkout (a copy of which is attached), I cannot offer a full refundWe have had many guests book this package through our website and have not had a complaint about the clarity of pricing beforeAgain, we sincerely apologize for any confusion and misunderstanding and would be willing to offer a $refund for the inconvenience that this has causedLet us know if there is anything else we can clarify for you

Complaint: [redacted] I am rejecting this response because: The confirmation clearly states that the room AND package are INCLUDED; and a total dollar amount is listed In fact there is a subtotal line, a tax line and a total The confirmation does not say anything about an additional charge for the package If the total price on the confirmation does not include the package then the confirmation should not say it is included The bottom line is I should see the grand total on my confirmation if I am expected to pay it I expect to be reimbursed $355, the amount of the package The website and confirmation system need to be fixed ASAP so this does not happen to anyone else Regards, [redacted]

We certainly do apologize for the lack of a complete total in the confirmation e-mail. I have been working with our team to remedy that issue. Through making multiple test reservations it seems that although it does not include a complete total, the package description is included in the e-mail. The package description in all of the bookable locations is clear that it does not include the room cost and is solely an add-on cost. The description of the package can be found in these three locations:
http://www.theestesparkresort.com/specials/index.php?cat=1&id=9
https://res.travlynx.com/bbe/package_details.aspx?pcode=QOLAKE&propertyid=78...⇄
https://res.travlynx.com/BBE/page3.aspx?crsID=F25L9RT6T&hotelID=7836&lan...⇄ /> The fact that the reservation in question was booked online (and the amount for the package is clearly listed) in addition to the folio that was signed upon checkout (a copy of which is attached), I cannot offer a full refund. We have had many guests book this package through our website and have not had a complaint about the clarity of pricing before. Again, we sincerely apologize for any confusion and misunderstanding and would be willing to offer a $50 refund for the inconvenience that this has caused. Let us know if there is anything else we can clarify for you.

Complaint: [redacted]
I am rejecting this response because:
The confirmation clearly states that the room AND package are INCLUDED; and a total dollar amount is listed.  In fact there is a subtotal line, a tax line and a total.  The confirmation does not say anything about an additional charge for the package.  If the total price on the confirmation does not include the package then the confirmation should not say it is included.  The bottom line is I should
see the grand total on my confirmation if I am expected to pay it.  I expect to be reimbursed $355, the amount of the package.  The website and confirmation system need to be fixed ASAP so this does not happen to anyone else.
Regards,
[redacted]

We do offer multiple packages on our website, including the Couples Retreat package. When booking a reservation on our website, the guest has the option to book the package before the room, or after. When choosing a package before a room, the packages are listed individually with a description...

including the statement “Does not include cost of guest room. $xxx add-on
cost”, where $xxx is the price for each specific package. If the package is selected, the next screen is a list of our room offerings where the guest can choose their room type and view. On this page, the pricing for the room alone is listed. When the guest opts to book their room first, without adding a package, they are given one more opportunity to add a package to their stay. Once they choose their guest room type and view (with the room cost listed), they are taken to the next screen which lists all of our package options and their pricing. On this page, the guest may add any number of each package and the total for the add-ons alone will then be listed at the bottom of that page. The descriptions for each of the add-ons also include the statement “Does not include cost of guest room. $xxx add-on cost”. We have looked into the issue with our confirmation e-mails – which only show the room rate, since that is all that is charged at time of booking – and are currently working on changing the format of these e-mails to reflect the add-on charges as well. We certainly apologize for any misunderstanding in the process of booking, but we do state in three separate locations on our website that the add-ons do not include the cost of our guest rooms.