Tremont Lodge & Resort Reviews (%countItem)
Tremont Lodge & Resort Rating
Address: 7726 E. Lamar Alexander parkway, Townsend, Tennessee, United States, 37882
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HOTEL LIED ABOUT PICTURES OF ME & CHARGED ME FOR A ROOM I DID NOT STAY IN
I went here to bring in the new year (my girlfriend & I). Booked the jacuzzi room through booking.com. When we got there, they had given our jacuzzi room away (after driving 5 hours). When we got in the room they did provide... it was something like a scary movie. Room smelled of smoke, dead bugs everywhere, carpet dirty, fireplace eww, couch looks like it was from the 80's my gf didn't even sit on it. It was ALL BAD! The view was awful (being that we did not get the room I paid for/ booked - which had a view. I was so disgusted, we checked in around 11:30pm, I called booking.com to explain the disgust & that we would be leaving (even provided booking.com with pictures). After being otp with them & finally off, we literally left at 12:01 (stayed long enough for the count down to 12:00). After dropping the key off, I called booking to confirm we left (they should have records/recording of the call made 1.1.2020) The hotel STILL charged me full price! When we left, the front office was closed. I had to drop the key in the drop box. The OWNER has disputed the charges with my bank & the monies have been taken out of my account again!!! The HOTEL OWNER FALSIFIED RECORDS to my bank & sent pictures to the bank saying those were pictures of me leaving 1.2.2020. WHICH IS A TOTAL LIE!!!! WE LEFT 12:01 1.1.2020 (Wasn't at a good 30 minutes! Owner needs to refund full amount or I will let my lawyer handle this & he will pay more in court and/or settlement.
FULL REFUND!!
This was the reply that our manager sent to customers bank when they try to dispute charges.
To Whom it may Concern,
A summary of the facts shown in the attachments:
Room type booked: (the cardholder) booked a same-day reservation via booking.com for a regular Deluxe 1-King guestroom. The room type was documented by his confirmation from booking.com as well as in the one from us at the property. All of our rooms have access to our indoor pool and hot tub, but this room type does not have a private hot tub, and none of our Jacuzzi suites were available for the dates of stay. somehow took the listing of a hot tub as a property amenity to imply that his room would have a private hot tub, but this was not the case.
Rate terms: The cardholder chose to book under a special promotional price of $99/night + tax, a $30 discount per night from our regular rates. As you will see from the supporting paperwork, this rate was clearly shown to be non-refundable, and pre-payment in full could be collected by the property at any time after the guest booked. We normally collect payment in full for these reservations when received, but our opening desk clerk failed to notice the non-refundable status of the reservation and just collected the first night's charges as a deposit, and the balance was collected at check-in.
Guest stay: The cardholder states in his dispute affidavits that he did not stay at the property, when in fact he did complete a two night stay here. I personally gave him a complimentary upgrade to a fireplace suite (the highest upgrade available) at check-in, since he was visibly upset that he did not have a Jacuzzi Suite. He later complained to Booking.com (but never to property staff or management) that the room had a smoke smell and small burns in the carpeting, but these were from the wood burning fireplace and could be expected in a room of that type. At no time after check-in did he ask to be moved to another room.
In conclusion, the cardholder is not entitled to a refund of either disputed charge.
Please feel free to contact me if you have any further questions or need any clarification.
(The consumer indicated he/she DID NOT accept the response from the business.)
I nor my girlfriend stayed 2 nights at this Hotel! All complaints were provided to booking because when we left at 12:01 1.1.2020, the front desk was closed. I am entitled to a refund & if this is not taken care of, I will have my lawyer handle this from here. There was NO ONE to ask or complain to after checkin because THE FRONT DESK WA CLOSED!! Please remember this was New Years Eve!!
It clearly shows that you checked in at 9.39 PM(rm#8101) and came back at 9.53 pm regarding you concern about the room type so AMY gave you an complimentary upgrade to a fireplace room (rm#5211). if you were not happy with the second room you should have come back and said something about it. like you did on the first room. and we do not have any emails from booking.com for your cancellation on that particular day. according to our PMS note you did check out on 2nd.we would suggest that you really need to call booking.com for your cancellation conformation# that they normally provide and have them contact us directly with proof of evidence.