Three Peaks Resort & Beach Club

Review: I booked a hotel room through [redacted] for the nights of September 25 and 26, 2014. When I arrived at 3 peaks resort they took my credit card for card verification on the reservation. While I was staying there, my card was charged over a $160 for a room I had already paid for. After complaining they apologized for wrongfully charging my card and NOT TELLING ME. Then they reversed the charges. Monday, October 1, 2014 I was again charged by this same resort for a room charge of $71.65 (I haven't been in South Lake Tahoe in two weeks or at this resort beyond the two days I stayed there). They as much called me a liar when I called. Said they couldn't find me in the system, told me they called [redacted] and [redacted] said I hadn't paid. I had been on the phone with [redacted] 3 times confirming my information and payment and also had bank statments to prove it. They would not reverse the charges. They would not let me speak with a manager. I finally got [redacted] to reimburse me but what troubles me is that this resort STILL has my credit card number and handles my credit card so carelessly!! They should not be allowed to charge my card like that and as a consumer I should be treated with respect. I don't know what to do to get my credit card out of their system and the staff there completely blows me off. I just don't think it is professional or ethical for a business to operate this way and put my finances at risk.Desired Settlement: I would like my refund for the financial dissposition they put me in, but more than that I just want to be insured that they do not have my credit card number any longer and that they will NEVER charge my card again. They should have a better system to monitor their credit card transactions. And allcredit cards sgould be erased from their computer when a guest leaves.

Review: My Husband and I recently stayed for a weekend at 3 Peaks Resort in Tahoe May 15 - May 17. We left the room clean and intact and turned the card keys in at the front desk and checked out. After arriving home from our trip I noticed a charge on my credit card from 3 Peaks Resort for $75.00 on May 17. When I called 3 Peaks I was informed the charge was for a stolen comforter. We did not steal a comforter and I explained that to the desk clerk but she is unable to do anything about it. She advised me to email a manager, I have not received a response. This is ridiculous we stole nothing from the resort, how would we take a king size comforter out of the hotel? And why would I want a comforter that 100's of people have used? And not to mention I do not steal. We left the room just as clean if not cleaner then when we arrived.Desired Settlement: A refund to my credit card of $75.00.

Review: We were told my mother in law could pay for our stay with out her or her credit card being present. We just had to bring our credit card for the $100 deposit. We get to the motel and find out 1 night is on her card and the other night plus deposit was on our card. My husband went to the office and they said the couldn't change the charges. I went back 5 minutes later and spoke with [redacted]. She then asked the other employee [redacted] is she could chage the charge for one of the night back on my mother in laws card. He said it was up to her. She then agreed to change it if she spoke with my mother in law. She called my mother in law around 4pm on Tuesday July 5th. My mother in law gave permission to put both nights on her card. I asked [redacted] how long it would take for the charges to be put back on my card, she said within a few hours. Next day I call my credit card company and I was told they still had the charges on hold. I go to the office and [redacted] is now working, I ask when the charges would be back on my card I was then told 7-10 business days. ( [redacted] again was there but never corrected [redacted] when I spoke with her the day before. I asked to speak with the Manager ED , was told he wasn't avaliable. Didn't get ahold of him until the following Monday. He was rude and made wild accusations about my husband.Desired Settlement: Either refund or a simple I'm sorry we messed up and we will better train our employees on our rules.

Business

Response:

Hello,I tried to speak with this guest in person, but when I attempted to speak with them they refused to talk with me and angrily stormed out of the office. We did them a favor and let them stay even though they did not provide the credit card used to reserve the room. All of our rules are extremely clear on our website stating the total amount they paid, and the total amount they owed. They had a receipt and instructions in writing for everything they claim they were not informed about. We accommodated them, typically we would refund the card that was not present and charge their present card for the whole stay. I let them keep the 1st night room and tax on the card that booked the room online. The next day they demanded my staff to once again accommodate them for the second night and take a payment over the phone. We reluctantly did this after they threatened us with bad reviews, and after they stormed away from me I was very close to evicting them. I felt bad for their financial situation and decided to let them stay anyway knowing that they would follow through with their threats to contact Revdex.com, write a bad review, and chargeback the total stay. If they would of stopped yelling at my staff and talked to me I would of offered them a free night, but they were extremely demanding and rude and would not even speak with me to resolve this issue![redacted]General Manager

Consumer

Response:

I am rejecting this response because: the manager ED is not being entirely truthful in his statements. He never tried contacting me. No call to the room, no contact with me what so ever. There was zero yelling, when he spoke with my husband. when I finally did get ahold of him over 4 days later he was rude, yelling at me on the phone. I'm not sure why he would try kicking us out. We did absolutely nothing wrong. I simply stated to the front desk that I'll be filing a Revdex.com against the company due to the fact the front desk employees wouldn't let me speak to ED the manager. we were told Monday July 4th we didn't have to bring my mother in law or her card to reserve the room. It could be done online, and we wouldn't be having any problems. This is EXACTLY why I called before we even left our home. If that is there policy then do not make exceptions at all. We were never told they were doing this as a courtesy or exception.

Review: On April 15, 2015, my friend and I arrived to 3 Peaks Resort and Beach Club at 2am for a late night/early morning check in.I had already reserved AND PAID FOR a room after I confirmed with hotel staff on the phone that late check in was okay-I was told to call the phone # on the office door and someone would help us get into our room.As planned, we arrived at 2am. The phone # connected her to the property's call center in Arizona-the call center rep had no record of our reservation, nor did she have the promised information on how to check into our booked room. The rep was worried for us being out in the dark alone, and called the onsite manager's cell phone non stop for the next 45 minutes. The manager ([redacted]) never responded to her calls or urgent messages left. We were stranded out in 35 degree weather after driving 3 hours from the San Francisco Bay Area. Lucky for us, April is a slower time of year so an hour later we found an open room nearby at 968 Park Hotel-which had a wonderful, empathetic staff and an amazing room. The next day in the office of 3 Peaks Resort and Beach Club the desk manager (a middle aged lady with long reddish-brown hair) denied any wrong doing, and blamed us because we were 'no shows.' On our request, she went outside to ask the manager, [redacted], to talk with us and explain why this happened. She reported back to us he could not speak with us as he was too busy fixing the hot tub because 'summer is coming, and this is their main attraction.' She reluctantly agreed to a refund if we were not going to stay there. Walking out through the parking lot passing the hot tub, we called out politely to request that [redacted] come over to just speak with us for a moment. He looked at us, said nothing and turned his back. The way we were treated is a whole other story of unprofessionalism and sociopathy. My concern is that this should have NEVER happened, and I want to make sure this never happens again to anyone else. The blatant disregard of customers and dismissal of this being 'a mistake' disturbs me. I happened to read a review on [redacted] from New Years Eve 2015 describing the same situation. The guests had already been checked into their room that day. They returned to their room after NYE festivities, and their key cards were not working. No one was on site, able to help them. They also had to wander the area to find an open room on NYE-which is a miracle they did.You can refer to this review here: http://www.[redacted].com/user_details?userid=7FbZj4-EpZRaHaSLnv_bkQVarious circumstances (no money, street closures due to snow, no vacancies and medical health issues/limited mobility for instance) could prevent others from being able to search and pay for another room at 2am in South Lake Tahoe. I want South Lake Tahoe to keep its reputation of having amazing hotels/casinos for their tourists.Both myself and my friend have been traveling to South Lake Tahoe since we were children, and have never experienced anything as horrific as being literally left outside in the cold at the locked doors of 3 Peaks Resort and Beach Club. This business should be shut down on grounds of a safety violation-at least twice (reported publicly via Internet) locking guests outside their rooms in the middle of the night, with nobody on call to help. I am requesting your help-how can 3 Peaks Resort and Beach Club be held accountable for this safety violation? How can we prevent them from committing this offense to anyone else, should they be allowed to remain in business?Desired Settlement: I ask that 3 Peaks reimburse me $33.70 for the amount difference that I had to pay to stay at 2 other hotels. I will also attach photos of my bank statement for these transactions.Paid to 3 Peaks through hotels.com: $97.38Partial refund from 3 Peaks: $92.34 (They kept the $5.04 hotels.com fee, which should have been refunded).968 Park Spa Hotel: $81.54Rodeway Inn: $44.50